CenturyLink

Revdex.com:Although contradictory to what I was told, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory. Sincerely, [redacted]

06/21/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: CenturyLink and [redacted] are 2 separate companies that bill together to offer our customers 1 bill and in certain cases discounts may apply....

CenturyLink and [redacted] have different bill cycle dates and both companies bill a month in advance for service. This allow for [redacted] to send Mr. [redacted]’s [redacted] bill on the 26th of every month to CenturyLink and for CenturyLink to make payment on behalf of Mr. [redacted]. CenturyLink then hold on to Mr. [redacted]’s [redacted] bill until the CenturyLink bill is printed on the 4th of the following month (i.e. [redacted]’s 04/26/2016 bill statement appeared on CenturyLink’s 05/04/2016 bill statement).  Mr. [redacted]’s last payment to CenturyLink posted on 03/23/2016 for the CenturyLink service timeframe of 03/04/2016 to 04/03/2016 that included [redacted] charges from 02/24/2016 to 03/23/2016.  Mr. [redacted] still owes CenturyLink for the CenturyLink charges from 04/04/2016 to 05/04/2016 and [redacted] charges 03/24/2016 to 05/22/2016 (The [redacted] charges CenturyLink paid on behalf of Mr. [redacted] before he disconnected CenturyLink service and ceased the [redacted] combine billing) totaling a balance due of $323.95. CenturyLink has sustained the balance due as valid with no credit adjustments being warranted. CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Ms. [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 Ms. [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. Our records indicate Ms. [redacted]’s account was established on November 12, 2015.  It was disconnected on November 25, 2015, with a November 12, 2015 effective bill date.  The November 30, 2015 Closing bill reflects a $219.95 balance due.  A credit for $219.95 was issued on January 15, 2016.  The account currently reflects a zero balance due. CenturyLink regrets any inconvenience Ms. [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 verified Mr. [redacted] can now make payments...

through our online system. I reviewed all billing Mr. [redacted], agreed to remove modem leasing due to confusion on cost. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. ** CenturyLink Customer Advocacy Group

05/05/2016CenturyLink 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 CenturyLink had sent 6 bills for account number [redacted] to the same address that is listed on...

this Revdex.com complaint. The bill statements included [redacted] charges for the time period of 06/29/2015 through 12/14/2015 paid for by CenturyLink on behalf of Mr. [redacted].CenturyLink and [redacted] are 2 separate companies. CenturyLink cannot credit or waive any [redacted] charges. Since the charges were paid for my CenturyLink, CenturyLink finds the charges to be valid. As of 04/27/2016, due to a payment made by Mr. [redacted], Mr. [redacted]’s CenturyLink account is at a zero balance.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

as stated I never used the service to begin with I was unable to even use [redacted] for the buffering , I was promised 10 mb/s download and was only getting 1-4 mb/s ,  check the bandwidth usage I used hardly nothing , I was forced to use timewarner cable for internet even with centurylink  still here not being used , I had called numerous times asking for them to just cancel the account and services and was denied even canceling it , I had called at 11 pm one night and got an answering service that was in Canada and was told I was lieing even tho I was joking with the person who answered about hockey , and was laughing at the guy cause he was saying don't cha know , and aye ? , I tired in everyway I could to cancel the account , I was denied out right , I never used the phone or voicemail service only the internet , was just all together disappointed by the entire service , and even more so when trying to get rid of the service , its beyond me how these guys are even allowed to practice business in the usa , with the complaints they have against them , it seems they only make money by billing out accounts that have canceled service before their terms are up , as I stated earlier I never used bandwidth , which can be easily checked by them , the reason I kept paying the bill was because it was set up to autopay , and when they stopped taking the [redacted] I was emailed a notice saying the bill was unable to be processed , this is honestly the worst company I have ever seen as far as customer service  I am willing to forgo the payments I have already made , and just rack it up to my mistake for chosing to use such a horrible company but as far as the remaining balance , paying for something I never used to begin with is just like them stealing my wallet

[redacted] CenturyLink appreciates Ms. [redacted] writing regarding her recent experience with our company.[redacted] I regret to inform Ms. [redacted] that she did not include sufficient information for CenturyLink to conduct an investigation.[redacted] In order to investigate the complaint, the CenturyLink account...

number will need to be provided.[redacted] I attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessful in finding an account in Ms. [redacted]’s name.[redacted] Once this information is received, CenturyLink will be happy to investigate the complaint.[redacted] CenturyLink Customer Advocacy Group

CenturyLink appreciates Ms. [redacted] writing regarding her recent experience with our company.  I regret to inform Ms. [redacted] that she did not include sufficient information for CenturyLink to investigate.  I am unable to locate the account number ([redacted]) she provided in her Revdex.com...

complaint.   I attempted to locate an account at the address provided on the Revdex.com but was unsuccessful.  In order to investigate the complaint, more information will need to be provided.  If Ms. [redacted] could provide the account holders name, the address where the service was provided, or a copy of the bill, I should be able to locate the account.    I regret any inconvenience this may cause.   Margaret Customer Advocacy Group

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer should have been informed that it can take up to two cycles for the autopayment to apply as it is dependent on when in the first thirty days  from...

the account set up and the actual billing cycle starts in relationship to when the autopayment is set up. As for charging to call in and make the payment over the phone, there is nothing illegal about this as customers due have the option of mailing in a check for no charge at all. In this instance, the consultant spoken to should have waived the fee as the customer followed through with all the required criteria and was acting in good faith. The account is auto drafting and is set up correctly at this time. CenturyLink has issued an adjustment in the amount of $17.00 to cover the late fee and any other fees encountered in an effort to pay the bill. There is nothing new in this rebuttal that changes the fact that this has to go through the CenturyLink claims process.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because:The "balance" of the closed account does not seem correct. I would like to know if speaking to "[redacted]" I would like to go over the billing with him directly to see where the 44.00 balance comes from and where the 30.00 credit was applied. If he is willing to speak to me directly please have him provide a direct contact number for him so we can speak.
Sincerely,
[redacted]

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 the services located at [redacted] have been disconnected and the billing has been backdated to March...

25, 2016 when the service changed to the customers current location on [redacted]. The customer will receive a check for the billings during this time within 30 days. The customers long distance was upgraded to unlimited long distance at his current address whereas his old account had a per minute long distance plan. The charges the customer is questioning on his current billings are not covered under the old service or the new services long distance plans . They were billable long distance charges incurred by calling internationally to [redacted].  Sincerely, Mr. [redacted]

CenturyLink appreciates Ms. [redacted] writing regarding her recent experience with our company.  I regret to inform Ms. [redacted] that she did not include sufficient information for CenturyLink to conduct an investigation.  In order to investigate the complaint, the CenturyLink account number...

will need to be provided.  I attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessful in finding an account in CUSTOEMR’S name.  Once this information is received, CenturyLink will be happy to investigate the complaint.  ** CenturyLink Customer Advocacy Group Tell us why here...

CenturyLink appreciates Ms. [redacted] giving us the opportunity to review her account, [redacted].    Our records indicate the account was established June 16, 2016.  The call review indicates Ms. [redacted] spoke with a representative on June 9, 2016 and agreed to have Internet service...

installed.  The order included a technician installation and a modem lease, which was included in the order recap done by the representative.  An order was issued on June 16, 2016 to remove the modem lease.  This order completed on June 17, 2016, with an effective bill date of June 16, 2016.   An Escalation Representative has been in contact with Ms. [redacted] regarding her concerns.  The initial attempt occurred on August 29, 2016.  The representative confirmed all products and services should have been disconnected on August 11, 2016.  An order was issued to disconnect the remaining service, with an effective bill date of August 11, 2016.     Several adjustments have been applied to the account, in an effort to satisfy.   An adjustment for the LPC of $14.00 on the August 12, 2016 bill has been issued. An adjustment for the modem lease fees billed on the July 12, 2016 bill in the amount of $18.32 plus taxes has been issued.  The tech install fee of $59.99 on the July 12, 2016 has been adjusted.  The customer was quoted $15.00 for the HSI activation fee.  The July 12, 2016 bill showed two fees were billed.  An adjustment for one of the fees has been issued.  The amount, including taxes, is $15.75.  The customer was billed for prorated days on the July 12, 2016 bill.  An adjustment of $18.46 has been issued due to the discounts not applying on the prorated days.  The customer was billed for internet service past the time when she requested the service be disconnected.  An adjustment has been issued for the charges from July 25 to August 11, 2016.  The internet portion of the credit is $16.97 with $2.26 for the internet cost recovery fee.   Ms. [redacted] does not qualify for the 30 Day Guarantee on Internet service, as the service was installed on June 16, 2016 and disconnected on July 27, 2016.  The first request for disconnection occurred on July 25, 2016.  As of September 1, 2016, the Escalation Representative is waiting for a return call from Ms. [redacted] to discuss the findings.  CenturyLink regret any inconvenience Ms. [redacted] 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’s bill is correct and...

all applicable adjustments have been issued. The account must have DirecTV XTRA, Ultimate or Premier to qualify for the bundled discount. I’m not sure what the customer is referring to when talking about the technicians as CenturyLink does not do DirecTV installations. Additionally, when the installation is done, the terms and conditions for the DirecTV product are provided to the customer and the customer must sign at the time of the installation. All pricing for programming charges from DirecTV must be handled with DirecTV. CenturyLink does not have access to change or to adjust DirecTV charges. It’s important when contacting DirecTV that you indicate you are disputing programming or specific charges, not that you have a billing issue. The billing is a result of charges that are invoiced directly from the TV service provider; charges or credits must come from them to CenturyLink via the invoice process. Choice, Entertainment and Select (which is what the customer has) do not qualify for the bundle discount. As for the internet service, looking at the specifications, the service to the network interface is seeing at roughly 129 percent of the purchased amount for the download and 100 percent of the upload on a very stable line. If the customer is testing speeds on a Wi-fi connection, these are not guaranteed as there are too many physical barriers (or distance from the modem) that may impede or diminish signal. Any speed checks on the internet connection need to be performed from a device connected directly to the modem. If the customer as indicated in the complaint is using their own equipment, this may be the issue depending on the limitations of the modem. If the customer is sure that the modem is one that is compatible with the speed the customer has they can contact me directly at Steve.S[redacted]@CenturyLink.com for additional assistance getting the internet issues addressed.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[redacted]

CenturyLink has reviewed our previous responses to Mr. [redacted].  CenturyLink has thoroughly investigated the issue.  After careful consideration, we believe our original investigation and responses to be valid.  CenturyLink has closed this complaint.   [redacted] CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Ms. [redacted], regarding a billing dispute. After investigation of Ms. [redacted]'s account it has been found that the billing is correct on the customers statements as the promotional details are clearly shown on...

the customers monthly statements. Customer had two separate discounts on the account one expired on 12/02/17 and the second on 02/02/18. The account then after that date was billing at the normal rate for the services. Our records also indicate that the service price has been renegotiated since and the customer is receiving our price for life promotion which is $45.00 month. For further questions please feel free to contact our team directly at 1-800-788-3500Sincerely, Mr. C[redacted]

Complaint: [redacted]
I am rejecting this response because: I never received that in the mail if I had this would not be an issue... I have the modem and all wiring but have not received instructions on how to return everything.
Sincerely,
[redacted]

I have reviewed the complaint from [redacted] regarding her billing being higher than expected. I reviewed the account showing the customer's bill increased due to not maintaining auto pay and paperless billing on the account which adds an additional discount. I have credited the last three months of...

$10.00 difference the $30.00 credit will show up on the next statement. If the customer needs help with auto pay or paperless billing they can contact our Customer Care Department [redacted] or use our live help chat option on our website [redacted]. We apologize for the frustration this issue has caused.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]

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 truly thank you and Century Links time and effort in finally resolving this matter after months of issues.
Sincerely,
[redacted]