CenturyLink

I have reviewed the Revdex.com Complaint from [redacted] regarding a request to cancel their account and not be charged an early termination fee. I reviewed the account details showing [redacted] is receiving a $25.00 monthly discount due to their acceptance of a service agreement which expires on...

07/12/2018, We advised our customer's every month via their bill when their service agreement expires. If [redacted] chooses to cancel before the end of their service agreement they would be subject to the fee. To cancel service [redacted] would need to contact our Disconnect Department 18002441111 this order can't be placed via a third party forum such as this. CenturyLink apologize for the time spent and frustration caused by this dispute.Sincerely,Mr.T[redacted]

1/12/16 Centurylink has reviewed the customers account regarding the rate they were offered for service. The customer indicated the were offered the $29.99 rate when they contacted Centurylink after their discount had expired. The customer indicated the rate they are being billed is $30.48 after the...

discounts have been applied. This is a difference of $5.33 a month. The representative misinformed the customer the same promotion could be added back on the account. The billing system will not allow the same promotion to be added. Credit of $63.96 was issued to the account for the $5.33 diffrence for 12 months as no additional discounts can be added to the account. Centurylink apologizes for the poor customer service received regarding this matter.[redacted]/Centurylink Manager

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]

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. Per the notations on the account, Mr. [redacted] was incorrectly told on August 7, 2015 that his modem would be free.  Mr. [redacted] was billed $41.05 (August to November) for a leased modem.  The account received a $19.34 credit on October 29, 2015, which was reflected on October 28, 2015 bill.  An additional credit for $21.71 was applied to his account on January 7, 2015, which should be reflected on the January 28, 2015 bill. An order was issued on December 9, 2015 for the purchase of a new modem and the removal of the leased modem charge.  The December 28, 2015 bill reflects the first of three installments for the purchase of the modem.  The total purchase price is $107.62 and $14.99 for shipping.  An adjustment for $122.61 was issued on January 7, 2015.  This lump sum credit will cover the first installment ($ 35.87 and $4.99 from the December bill) and installments two and three, which will be on the January and February bills. Unfortunately, I am unable to stop the future installments from billing. Mr. [redacted] is a valued customer and CenturyLink apologizes he was not treated in this manner. CenturyLink regrets any inconvenience he has experienced. [redacted] CenturyLink Customer Advocac

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]

Complaint: [redacted]
I am rejecting this response because: the outage lasted longer than Dec 27-30. The outage was in place several weeks prior to to Dec 27.  And outage was not rectified until at least Jan. 2.  Century Link needs to admit to their disruption in service.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: ME:  According to representative from Century Link she gave me a promo to bundle Internet/[redacted] at the time I was transferring mi internet service to new address.  She said I was going to get $150 [redacted] Card from [redacted] and $50 discount on my internet bill from Century Link.ME: This was not what I was offered! >(The gift card offered was for $100 and has been submitted on July 26th, 2016 and can take up to 12 weeks to arrive.) ME:  I signed to this and had issues in the past for same reason but I was signed in for autopay. ME: I did sign in > (In additional to this the customer will need to sign up for autopay and paperless billing to get the additional $10.00 a month for the remainder of the promotion.) ME: Century link gave me a false promotion that's the reason I gave them a call to review the monitored call.  Yes they called [redacted] with me on phone but not much changes were done.  I requested to get off contract with [redacted] cause I was falsely dragged to a 2 year contract saying I was going to only pay $64 total monthly bill for bundle.  If I knew I was gonna pay over one hundred a month for two years I wouldn't accepted promotion.  I argued on the phone cause [redacted] said I had to pay almost $500 to get off contract.  I said Century Link should take care of this cause they got me into this mess.  Guy from century link said he couldn't do anything about it.  I called them before I had a month with both services at new address.  ME: I don't agree!>(Centurylink has no control over the programming but the customer did speak to an agent who quoted monthly charges of and the respective pricing.) ME: The first bill I got as a bundle from century link was $129.52 I moved to new address on June 23, 2016 They connected service day before.  How can they say that the large bill was until August when I haven't miss payments and I'm getting bills.  The point here is I was suppose to pay only $64 a month for bundle. They are charging me $75 for two months because of the three way call I took away things that were in the promo to lower the bill.  Which was not much cause bill is going to go back high in two months cause they can't do nothing else. I'm upset cause I called before the month was due to get off [redacted] contract cause off their false advertisement promo they gave me.  I'm building my credit and I'm forced to stay two years unfairly with [redacted].  I still have to pay my bill cause I want to protect my credit from being damaged by them.ME: This really makes me upset!  This is false! (The large bill the customer has is due to almost 2+ month’s date’s worth of services and credits that applied due to the move. June 22nd all the way to august 6th.) ME: century link sent me a modem I had to send back.  I was there customer already had a modem.  They had no right or reason to send another one.  They still charging me a monthly fee for modem.  I own my own and I'm being charged for a modem that was returned to them.ME: They still charging modem>(As for the contract, the customer has had the modem charge removed from the monthly cost and can get an additional $10 off for the duration of the promotion if the customer signs up for autopayment and paperless billing as mentioned above.) ME: Don't know what is this.?>(The lease fee of $9.99 month for the life of the service far exceeds any error in the offer implied or understood.) ME:  So now they don't have the monitored call from the promotion I was offered.  Not right!  I'm pretty sure they have the monitored call when they called me to confirm I was right!(Unfortunately the call is not available as it was only kept for 45 days. If the customer does not want to accept this going forward they may choose another provider and the account will be noted to allow them to cancel or change providers with no early termination fee from Centurylink and the service they provide.) I really want to get off this contract with [redacted] with wave fees!  I don't want to be stuck two years paying over a hundred dollars for tv.  The promo was according to representative was only $64 both in bundle a month.       
Sincerely,
[redacted]

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 was billed given...

Credits on the account in the amount of $919.26 for charges of roughly $820.00 in Calls to the Philippines. Along with payments made, this resulted in a credit balance of -$499.31 which was refunded to the customer on October 17, 2017. This created a debit on the account of $499.00 plus the amount already refunded of -$499.31 is a net sum zero. No further adjustments are due.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced trying to get services disconnected.   Sincerely,   Steve S[redacted]

I have received a copy of the Revdex.com complaint filed by Ms. [redacted]. CenturyLink regrets any frustration experienced by Ms. [redacted] regarding her billing dispute. The first bill includes charges for the first full month of service billed in advance, prorated charges for...

basic service from the date of installation to bill date, and one-time charges for service activation or equipment purchases. The first bill is higher than the average monthly bill. In reviewing Ms. [redacted]’s bill statement, the quote was accurate and did not include taxes fees or surcharges. The bill reflects the following: You are receiving a reduced monthly rate for your High-Speed Internet service because ofyour 12 month term commitment. When your current agreement expires on 01-25-2017your monthly rate will change to the standard rate. Note: This discount may vary dependingon the presence of AutoPay and Paperless Bill.Internet Monthly ChargesInternet                                             74.00High-Speed Internet with AutoPay & Paperless BillTerm Commitment Month 1 of 12 - 44.05Internet Monthly Charges Total $29.95In review of the account Ms. [redacted] did not establish AutoPay and Paperless Bill. The discount without AutoPay and Paperless bill is $34.05 a month, is reflected on the March 28, 2016 bill. As a matter of customer satisfaction I will adjust the One Time Charge for Internet of $19.95. If Ms. [redacted] would like to make changes she can contact CenturyLink at [redacted]. CenturyLink apologizes for any confusion. Sincerely, [redacted]
CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/09/25) */
I have received and reviewed the Revdex.com complaint from [redacted] regarding the amount of downtime for her internet service. I reviewed the account notes and agree this was not an acceptable timeframe to get the customers service...

back up and running as it should have been. I have adjusted one month of service due to the downtime. CenturyLInk would like to apologize for the frustration the DSL service problems.
Sincerely,
Mr. [redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/09/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 4, 2015/09/18) */
09/18/2015
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 had already been resolved. On...

09/09/2015 a credit in the amount of the balance due $251.71 was requested and the collections department was notified to cease collections attempts. This balance has not been reported to the credit bureau as it was in pre-collections. On 09/17/2015, the credit was fully applied to the account leaving the balance on Mr. [redacted]'s CenturyLink account to be $0.00. A final bill statement will generate and begin the mailing process on 10/01/2015 (allow 7-10 business days for delivery) to reflect the credit and the $0.00 balance.
I apologize for any inconvenience this may have caused. As the credit was issued, collection attempts have been ceased, the balance was not reported to the credit bureau and the knowledge of the final statement date has all been advised, CenturyLink finds this issue to be resolved.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is a satisfactory solution thank you.

I have reviewed the complaint from [redacted] regarding CenturyLink's new price for life  pricing structure being higher than her previous promotions. I Show [redacted] has chosen  our price for life 40 mbps internet service for $55.00 per month. With CenturyLink's  new...

pricing structure there are no service agreements and no rate increases for the life of the account. If [redacted] would like to lower her monthly bill she could purchase a modem and return her leased modem. The only other option to lower the monthly cost would be to lower the internet speed to 20 mbps which would save $10.00 per month. CenturyLink understands converting our customers from expired promotions to our new pricing structure has caused some frustration and confusion . In most cases our new rates are lower than the previous standard rates before they were discounted in exchange for a service agreement. [redacted]'s previous standard rate was $75.00 per month before her 24 month service agreement discounts were applied. CenturyLink would like to apologize for the time [redacted] spent and any frustration caused by our pricing change transition. Sincerely,Mr.T[redacted]

Complaint: [redacted]
I am rejecting this response because:This is the same generic apology issued by the all Century Link employees before the proceed to treat their customers with rude disregard. At least it is consistent through out the company. I suppose something can be said for consistency. This is no way addresses the continued service issues. It in no way addresses the physical line that needs replacing. Nor, does it address the manner in which they deal with their costumers. In fact it shows a continued effort to write us off and not provide the services we pay for. The letter addresses the billing issue, yet continues to blame it on [redacted] assisted me in proving to Century Link they had made an errors.  [redacted] had nothing to do with the "phone company" having my mailing and physical addresses wrong. They had no part in Century Link refusing to even talk with me respectfully about the issue. That battle was won not by Century Links graces, but by myself engaging Century Link relentlessly. It took two seperate battles that lasted three days each with 10-12 hours on the telephone with them. Enduring multiple "dressing downs" by Century Link employees, enduring multiple periods of "eternal holds", and speaking to numerous "supervisors" and "escalations teams."  These are not exaggerations. They are documented times. Also, since writing my complaint to the Revdex.com we have been engaged with a new issue with Century Link. Now, they are billing me over $100 for DSL Modem that apparently I was supposed to return. I have a stack of DLS modems that Century Link has sent over the past year. Which one needs returning? Where is the shipping box? Why does this one need to be returned?I am left wondering now, between this weak response, the added billing issues, along with a continued lack of addressing the service issue, if I am now being penalized for speaking out.  Century Link has made no effort to address any of these issues on their own. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:the proper way to resolve my issue with this incompetent company would be to remove the total disconnection fee, not insult me by removing $15. I made several attempts to get an understanding of what was going on with my bill. Payments were automatically coming out from the first time they were due, unfortunately when I tried to access the site to enroll in paperless billing, it would not let me enroll. I explained that to several people I spoke with. It wasn't until I asked to cancel my account after being told there was nothing they could do about it, that a real manager said he would set it up for me if I re-activated. CenturyLink has a history of telling their customers one thing and doing another. I would like the $200 disconnction fee removed completely. 
Sincerely,
[redacted]

I have received a copy of the Revdex.com complaint filed by Ms. [redacted], regarding a billing dispute. After investigation of Ms. [redacted] account it has been found that we have no evidence to substantiate Ms. [redacted]'s claim for an unauthorized credit pull. Our agents have...

previously provided the current process to dispute this inquiry if Ms. [redacted] chooses too. We have also escalated Ms. [redacted]'s service concerns to the specialist in our technical support group that will reach out within 24-48 hours to assist with any issues that are currently being encountered with the services. Centurylink has closed this complaint. Sincerely, Mr. C[redacted]

Initial Business Response /* (1000, 5, 2015/11/19) */
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 the promotional discount was removed due to a system error from a transfer of service request recently processed. I added back on the original promotional rate with the original terms to correct the billing error. Mr. [redacted] has been billed an additional amount of $251.00, that amount has now been adjusted back to the account. I apologize for any inconvenience CenturyLink [redacted] have cause Mr. [redacted]. For any furthers questions in regards to this complaint, please contact me direct at X-XXX-XXX-XXXX.
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 7, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Response Date bumped because: Holiday

Complaint: [redacted]
I am rejecting this response because:I know century link shut my service off before it was suppose to so I couldn't reply in time so this issue with both companies will be resolved. I will never do business with either company I don't like the head games they play with there customers 
Sincerely,
[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   CenturyLink acknowledges there errors made initially in November when a change to the services was initiated.   In December the customer ported out the...

number leaving only the internet in place, this is why the account continued to bill; it’s not assumed that when a number is ported that the remaining services are also to be terminated.   If the carrier that the customer ported to would have requested a disconnection of all service instead of a change to the existing service this would not have been an issue.   CenturyLink did withdraw the funds without authorization as the original account that ported out already had autopyament set up.   CenturyLink has, as a good faith gesture, issued an adjustment negating the final bill of $159.15 and a onetime courtesy adjustment/refund of $132.00; the reference number is [redacted].   CenturyLink provides that this addresses all the issues of note in this complaint and feels 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.    Sincerely,   [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

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] Home Phone was removed on January 26, 2018.  A credit for $50 was issued and was reflected on the February 1, 2018 bill.  An additional $50 credit was issued on February 15, 2018, in an effort to satisfy.  This credit should be reflected on the March 1, 2018 bill.   Mr. [redacted] is a valued customer and I apologize he was not treated in this manner.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   Margaret CenturyLink Customer Advocacy

[redacted]I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a billing dispute. After investigation of Mr. [redacted] account it has been found that our records indicate that the promotion was only for 12 months as stated on the monthly billing...

statements received by the customer. We are unable to substantiate Mr. [redacted] claim of a 24 month agreement however the rate that was received was the correct rate for the 12 month agreement as the 24 month rate we previously offered was a higher rate which was $40 a month before taxes and fees. These contractual rates are no longer available to customer as our rates have switched to our Price for Life rates which don't have contracts. The notes on the account show that Mr. Couch has been switched to this rate and is being billed $40 a month before taxes and fees. For further questions please feel free to contact our team directly at 1-800-244-1111CenturyLink apologizes for the frustration encountered. Sincerely, Mr. [redacted]