CenturyLink

CenturyLink appreciates Ms. [redacted] giving us the opportunity to review our handling of her accounts, [redacted] and [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 number changed on May 4, 2016, when a landline was added to her account.   The modem was returned but the information regarding the modem was attached to her “old” account.  Thus, the “new” account continued to bill the monthly lease modem charge.   A representative issued an order on August 22, 2016 to remove the monthly recurring charge from account [redacted].  The order included an effective bill date of May 12, 2016.  The effective bill date will credit all previously billed modem charges back to May 12, 2016.  The credit should be reflected on September 16, 2016 bill.    Ms. [redacted] is a valued customer and I apologize she was not treated in this manner.  CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   [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:   Subsequent to this reply the customer already received adjustments and assistance for the issues regarding the internet.   Notes on the account as recently...

as the January 17th indicate the customer was taken care of by the customer service representative and transferred to technical support for additional information or help regarding the issues experienced.   Service records there was no new trouble tickets found after this recent activity and it is assumed the most recent assistance addressed the customers issue and concerns.   If the customer is still having trouble with the service the customer can contact technical support or the manager handling this complaint at [redacted] for further assistance.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]
[redacted] [redacted]
[redacted]
[redacted]

A new return label packet has been requested and will be shipped to the address on the Revdex.com complaint.  I will monitor the account for the next 30 days.  Once the modem has been received, I will manually apply a credit for the returned equipment.  Mr. [redacted] is advised to keep a copy of the tracking number for his records. [redacted] CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because:  I was lied to upon taking out your service regarding my monthly fee as I see from other complaints this is a problem with century link.  At no time was I ever told to enroll in autopay nor does it make sense that my bill would double for not doing so!!!  What a rip off company.  I ask for a refund once again as you are not honest with your customers.
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]

Complaint: [redacted]
I am rejecting this response because:CenturyLink eventually did perform the work as ordered but failed to respond as I had requested. Additionally, services were subsequently added to my bill which were never ordered and no explanation could be offered. This required more effort on my part to communicate with the company and convince them to remove Services from my account and adjust the billing. I find this practice to be totally on acceptable.
Sincerely,
[redacted]

04/08/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:Upon research of Ms. [redacted]’s CenturyLink business account, I found the service was originally set for CenturyLink business phone and internet within a bundle...

contractual discount for:Broadband 1.5M $45.00 Office Plus $25.00 Choice™ Business Prime (includes your line and up to 3 selected features) $40.00 Advanced Modem - Lease $8.99------------------------------------------------Total pricing $118.99 (before taxes, fees and surcharges)On 01/04/2016, Ms. [redacted] called to customer service requesting to disconnect service then changed her mind stating she needed the internet to operate her credit card machine. The agent offered to change Ms. [redacted]’s package to remove the phone and leave only the internet and add a promotional discount resulting in a monthly recurring cost of $89.99 (before taxes, fees and surcharges). Ms. [redacted] accepted:Core Connect 1 (2 Yr Term) $95.00 Advanced Modem - Lease 9.99 Discount Summary -15.00 ------------------------------------------------Total pricing $89.99 (before taxes, fees and surcharges)The agent also issued a manual credit in the amount of $73.99 to Ms. [redacted]’s CentruyLink account notating that there should have had a discount with the phone and internet package.As the billing had been corrected on 01/04/2016 with a package change and manual credit as well as the current billing is correct, CenturyLink finds this issue had already been resolved with no additional credits warranted. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because: I am not sure exactly what a retention representative is. I don't see where I would have talked to one since we had no intent on keeping the service because the house burned down. Within a week after the fire we contacted water, electric, internet, garbage and mail. Everyone took care of it but CenturyLink. I made contact by phone and by using their chat system. A couple of times. It is not my fault that their employees made no notations. The house was a total loss. You could stand in it and look up and see the sky because the roof was gone. The house was destroyed. Why would I be transferred to a retention representative? Why is CenturyLink the only one I had a problem with? Everyone else got it right. This is ridiculous.
Sincerely,
[redacted]

I have reviewed the complaint from [redacted] regarding and extended outage of his internet service. I confirmed the customer's outage and certainly understand their frustration since we all depend on the internet daily. Unfortunately there are times when the service goes down for a variety...

of reasons our goal is to restore the service ASAP. I have credited the customer's account for one month service due to the outage which will post on their next statement. We apologize for the repair time frame and the frustration this has caused. Sincerely,Mr.[redacted]

I have reviewed the closed account information regarding a [redacted] billing dispute. Based on my findings the charges are valid we already paid [redacted] for them.  I understand the customer was advised we would take care of them due to us never getting the bills combined so I adjusted the bill it's now a zero balance. CenuryLink would like to apologize for the time and frustration the customer experienced trying to resolve this billing dispute.Sincerely,Mr.[redacted]

I have reviewed the customer's reply regarding their remaining charges.  The charges on [redacted] are $177.02 December bill & $189.53 from the January bill $366.55 total.  On account  [redacted] Feb 18 bill  we had the previous balance of $366.55 less a payment 1/29/16 of $172.02, adjustment of - $5.35  + new charges of $54.40 creating the balance of $243.58. I have requested printed copies  of the past 3 bills be sent to the customer for review. Sincerely,Mr.[redacted]

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 September 29, 2015 and disconnected on October 9, 2015, with a September 29th effective bill date.  The Closing bill reflected a balance due for $36.18.  Ms. [redacted] spoke with a representative on June 17, 2016.  A credit for $36.18 was issued.  The account currently reflects a zero balance due.  CenturyLink has contacted the collection agency and requested the removal of any credit reporting that might have occurred.   CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by Ms. [redacted] regarding her billing dispute. In review of the account, the service was disconnected on July 29, 2016. The modem was received by CenturyLink on July 25, 2016. As a matter of customer satisfaction a credit of...

$22.20 has been applied to the account.  CenturyLink apologizes for any frustration. Sincerely, Ms. [redacted] CenturyLink Customer Advocacy

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 April 7, 2017 and disconnected on August 17, 2017.   Ms. [redacted]’s Internet service was billing at $44.95 per month before taxes, fee, and surcharges.  From the notations on the account, Ms. [redacted] was expecting an additional $10 off each month because of Auto-Pay.  However, the promotional discount on the account was not compatible with the Auto-Pay discount.  Ms. [redacted] received credits on May 4 ($10), August 4 ($10.49) and August 17 ($30.74) for the missing discount.   The August 18, 2017 bill reflected a balance due of $178.79, which included an Early Termination Charge.  In an effort to satisfy, an adjustment for the balance due has been applied.  A credit for $178.79 was issued on February 12, 2018.  CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   Margaret CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Ms. [redacted]’s account, [redacted].   Our records indicate the account was disconnected on August 28, 2015.  Ms. [redacted]’s account was charged for unreturned equipment, as the equipment was not returned in thirty days.  The...

October 4, 2015 Revised Closing bill reflects the unreturned equipment charges.  The notations on the account indicate Prism equipment was returned on October 28, 2015.   While Ms. [redacted]’s account was correctly billed for the equipment, a representative issued an adjustment for $339.15 on May 12, 2016, in an effort to satisfy. CenturyLink regret any inconvenience Ms. [redacted] has experienced.  [redacted] CenturyLink Customer Advocacy

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] feels he 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 the account was established on November 5, 2015 on the CenturyLink Internet Basic program.  Customers on Internet Basic pay $19.95 per month for the first twelve-months and $24.95 for months thirteen to sixty.  They also receive a free modem for twelve-months.  These rates are before taxes fees and surcharges.  As reflected on the November 10, 2015 bill, Mr. [redacted] was billing at $19.95 per month, with a free modem before taxes, fees, and surcharges.  The November 10, 2016 bill reflects a change in the monthly cost to $24.95 and $9.99 for the modem, as the modem discount had expired.   On December 8, 2016, Mr. [redacted] spoke with a representative.  He agreed to upgrade his Internet speed and added new promotional discounts.  Because the due date on this order was December 15, 2016, the December 10, 2016 bill reflected the old pricing.  The January 10, 2017 bill reflects the change in speed.  However, due to an order error, there were no promotional discounts reflected on this bill.   Mr. [redacted] spoke with representative on January 19, 2017.  The promotional discounts were added to the account and credits for $105.72 and $14.99 was applied.  The February 10, 2017 bill reflects the monthly cost is $19.95 ($74-$10-$44.05) and $9.99 for the modem.  This is before taxes, fees, and surcharges.  The promotion that was applied to the account requires customers to sign up for Auto Pay and Paperless billing to receive the maximum discount.  If Auto Pay and Paperless is not on the account, the $44.05 discount will decrease to $34.05.  I apologize if this was not properly explained to Mr. [redacted].   The March 10, 2017 bill reflects the change in the promotional discount.  Thus, increasing the monthly rate to $29.95 ($74-$10-$34.05).  This bill also reflects a $7 Late Payment Charge, as a payment was not received for the previous month.  Mr. [redacted] spoke with a representative on March 24, 2017.  Auto Pay and Paperless bill was added to the account.  A credit for $11 posted the account on March 28, 2017.   The April 10, 2017 bill reflects a $19.95 ($74-$10-$44.05) rate before taxes, fees, and surcharges.  It also reflects a $7 Late Payment Charge.  In an effort to satisfy, a credit for the two Late Payment Charges has been applied to the account.  A credit for $14 was issued on May 8, 2017 and should be reflected on the May 10, 2017 bill.   Mr. [redacted] is a valued customer and I apologize he was not treated in this manner.  CenturyLink regrets any inconvenience Mr. [redacted] experienced.   [redacted] CenturyLink Customer Advocacy

Upon review we have reached out to Mr. S[redacted] and he has issued a credit for the billed amount of $295.29 as his prior notes indicated that this was part of the previous correspondence. The account is now at a zero balance and closed. CenturyLink apologizes for the frustration encountered. Sincerely, Mr. C[redacted]

12/28/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of Mr. [redacted]’ CenturyLink account, I found the new install order was due for 11/18/2016. On the day, the technician called CenturyLink...

order help desk stating the Mr. [redacted] requested the order be disconnected. However, part of the order was already completed therefore the order was completed then a disconnection was placed for 11/22/2016 (per programming). Once the orders were completed, billing would take up to 1-2 bill cycles to correct. As of 12/27/2016, the account had been adjusted to a zero balance. Mr. [redacted] will receive a revised final bill statement dated 01/25/2017 with the zero balance. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr. [redacted]’ issue. We regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situation. As this issue has already been resolved, CenturyLink has closed this complaint. Sincerely, [redacted]. [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed [redacted] reply regarding his monthly rate. Once promotion discount codes are expired it is no longer possible to add them to our customer's accounts our billing system will reject them. Centurylink is moving away from monthly discounts that required a term commitment subject to an early termination fee. All of our new promotions are a set monthly price determined by location and internet speeds available.   We apologize for any frustration and time [redacted] has spent on this dispute we are happy to further assist as needed.   Sincerely,Mr.T[redacted]

CenturyLink appreciates Mrs. [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, The credit for services billed in advance due...

to late order completion reflected Mrs. [redacted]’s March 04, 2017 billing statement. Enclosed is the credit for March billing, Mrs. [redacted] was also given a onetime courtesy credit of $65. All concerns in this complaint have been addressed. Simple Choice Adjustments -67.17 Package Charges -$67.17 CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mrs. [redacted]. ** CenturyLink Customer Advocacy Group