CenturyLink

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 put in the price...

for life on April 6th, 2018. This is the lowest price that the customer qualifies for. There are no term commitments or contracts with this pricing structure (which happens to be a little bit less than what the customer has been paying) and will not change unless the services are changed. As for combining the [redacted] products on a single bill, CenturyLink no longer offers this as an option. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[redacted]

2/5/16 The customers account was issued credit in the amount of $264 for the balance and the $14 late payment charge billed on the January bill. Centurylink apologizes for the  poor customer service received regarding this matter.[redacted]/Centurylink...

Manager

CenturyLink has exhausted all investigatory resources in regards to this issue. We have no new information to add and find our original investigation and response to be valid. Customer must contact our fraud department for further assistance. CenturyLink has closed this complaint.Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11031577, and find that this resolution is satisfactory to me.

To whom it may concern:CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint rejection. CenturyLink appreciates the customers frustration. The bundle system is set up as convenience to charge everything on one bill.CenturyLink is only charging what comes from [redacted], these are charges related to programming for [redacted] and invoiced from [redacted], Centurylink has no access to the internal proprietary [redacted] systems and vice versus.[redacted] invoices CenturyLink 10 days before the CenturyLink bill prints, we just pass it on to the consumer.If you call [redacted] and say you have a billing issue, they will refer you to CenturyLink if it is a billing issue.Unfortunately, charges invoiced to CenturyLink and paid for by CenturyLink prior to giving the customer the bill, are not a billing issue they’re incorrect charges and can only be addressed by [redacted].The customers contract with [redacted] is with [redacted] and is acknowledged and signed into effect at the time the [redacted] is installed. The term commitment if applicable with CenturyLink is between the customer and CenturyLink and one has no connection to the other they are separate service providers billed on one bill for the convenience of paying all the charges in one payment.All charges or adjustments that are related to [redacted] have to come to CenturyLink from [redacted], there is no way around this.Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.   Sincerely,Steve S[redacted]

Our records indicate Ms. [redacted] also submitted a complaint with our Executive Office regarding her concerns.  From the information I received, a Network Supervisor contacted Ms. [redacted] regarding the issue.  A credit for $64.82 was issued, in an effort to satisfy.    Margaret...

Customer Advocacy Group

Initial Business Response /* (1000, 5, 2015/11/09) */
CenturyLink appreciates Ms. [redacted] giving us the opportunity to review our handling of her accounts, XXX XXX-XXXX XXX and XXX XXX-XXXX XXX. 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 account XXX XXX-XXXX XXX was disconnected on September 22, 2015. The notations on the account indicate that the Early Termination Fee should be waived, since she was establishing service in Utah. Due to an order error, the September 22, 2015 Closing statement reflected a $119.80 Early Termination charge.
Mr. [redacted] spoke with a representative on October 23, 2015 and a credit was applied to the account for $119.80. This credit posted the account on October 26, 2015. A refund check is being generated for the $119.80 credit.
Account XXX XXX-XXXX XXX was established on September 22, 2015. The September 25, 2015 bill did not reflect any discounts. Ms. [redacted] spoke with a representative on October 14, 2015 and promotional discounts were added to the account. In addition, a $50 bill credit was also requested and is reflected on the October 25, 2015 bill.
The October 25, 2015 bill reflects the new promotional discounts. Ms. [redacted] was billed $74 less a $44.05 promotional discount, which is the same rate/promotion she had at her Arizona location. However, she was also billed for Prism service, which was never installed. According to the notations on the account, she is currently working with a representative to have the Prism charges removed and the billing indicators removed from her account.
In an effort to satisfy, a credit has been applied to the account for the non-recurring charges on the September bill and the Late Payment Charge on the October bill. A credit for $91.05 was issued on November 9, 2015 and should be reflected on the November 25, 2015 bill.
Ms. [redacted] is a valued customer and I apologize she was not treated in this manner. CenturyLink regrets any inconvenience she has experienced.
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this response as long as there is follow through. The charges that were unfairly applied to me have been waived and/or credited. Thank you Revdex.com

I have reviewed the complaint from [redacted] regarding her monthly bundled billing amount. I reviewed the customer's account and confirm she is being charged $124.95 + taxes, fees and surcharges.  The Home and Internet package is $74.95 + taxes,fees and surcharges which comes to $109.28....

They are being billed $50.00 for TV service plus taxes,fees and surcharges totaling $68.21. As a courtesy I have credited the late fees on the last two bills totaling $26.00 which will show on the next statement. It seems the taxes,fees and surcharges are more than the customer was expecting we apologize for any confusion and conflicting information. Sincerely,Mr.T[redacted]

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: On December 12th, 2017, I requested an escalation of this issue if the line still has not been buried. If the line has not been buried the customer should expect a...

call within 72 hours and a time and date will be established to get this cable buried. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]

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. I reviewed Mr. [redacted] account. He originally had the internet...

speed of 4 megs. There was an order to add a new promotion, this error caused the speed to change to 3 megs. While he had 3 megs service, he received a speed of 3.5 megs on average.  His account has since been corrected and he now has 4 megs. Mr. [redacted] subscribes to the price for life promotion. The rate is the same for 3 megs and 4 megs. He is not paying for any additional anti-virus, storage or internet options. I issued a $50 credit due to the order error moving him to 3 megs. I contacted our executive technical support team and requested they reach out to Mr. [redacted] to assist with his service concerns. They have made a few attempts to reach Mr. [redacted] and have not been successful. They have left voicemails with contact information should Mr. [redacted] need to contact them. We apologize that the internet speeds in the area are not faster. Currently, there are no plans, in the near future, to upgrade the area.   CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted]. Amber CenturyLink Customer Advocacy Group Tell us why here...

07/25/2016 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 has already been addressed by Ms. [redacted] on 07/21/2016 with an offer to...

re-establish the phone and internet package on 08/12/2016 with promotional discounts totaling an estimated monthly recurring rate of $38.76 (before [redacted], taxes, fees and surcharges) which include a $10.00 off for 12 months loyalty promotion, a $5.00 off for 6 months loyalty promotion, $30.00 off for 12 months package promotion. After the promotional discounts have expired within 6-12 months, the rate will be billed at standard rate. All price quotes are estimations before taxes, fees and surcharges. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr. [redacted]’s 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 addressed, CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 finally received the label and have shipped the equipment back. I have provided a tracking number. Everything should be fine at this point, unless they did not credit my account to zero.
Sincerely,
[redacted]

I have reviewed the customers reply. Unfortunately CenturyLink doesn't address [redacted] or [redacted] Cable policies,contracts nor billing disputes they are separate companies. If the customer has any questions on their CenturyLink service I am happy to further assist.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: The speed on their side is only half of the issue, I was told that they would be sending me a new modem that would transmit this higher speed and I have yet to get it.
Sincerely,
[redacted]

When CenturyLink refunds a payment, it goes directly back to the card the consumer originally provided. It is possible [redacted] has received a replacement card from her credit card company since the time of payment.  She will want to review her credit card statement issued in September to view the refund of $85 ,that was issued on 09/18/2017, has posted to the card. If she would like to file a formal payment investigation, she will need to contact our financial service department at [redacted].

Complaint: [redacted]
I am rejecting this response because:I understand what your offcial policy is, however Century Link's representative engaged in a deceptive business practice by responding to a complaint about very slow speeds by acknowledging the poor service and offering a discount as compensation without disclosing that accepting the discount would result in a contractual obligation to continue with unacceptably poor serivce. You have an inexpensive option available to you to retain your business' integrity and to provide a long-standing customer with consideration and respect, but you choose not to do that. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Before I added to the basic prism TV, I used to pay around $63.00 for the internet and the phone but after they sent to me a lot of promotion advertisements if take the whole package ( internet, phone and basic prism TV) I decided to call them. Then  i called them and the representative who helped me  told me that if add to basic prism TV, the total amount I would pay is $84.64 (59.69 the internet and the phone + 24.95 for the basic prism TV) and the confirmation number was [redacted]. I called them before the 30 days satisfaction guarantee expired in order to know how much bill on the way to me and the representative said, " Don't worry it would be around $90." But after the month expired, the first bill I got was $161.95 which was different what they told me at the beginning. I called them to know why they send me this bill. The calmed me down and adjusted the bill to $97.46 and I sent the bill $97.46 the first bill. I remember his was " Livar" and the phone number he gave me was [redacted]. They were playing bait and switch to me. they carried forward $64 to next bill and I paid $152.44 full amount and cancelled 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]'s  complaint it has been found that we have only been able to locate an account which has been closed and refunds have been...

provided on. WE are unable to locate the account in question which customer states of having a bill of $170. We'd be happy to investigate this issue further please provide the account number on the bill which is located in the top right corner of the bill. Centurylink apologizes for the frustration encountered. 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. Assuming the criteria for this...

promotion had been met, the billing would have reflected this. Autopayment and paperless billing are required to get the full discount. That said there were serious miscommunications and or lack of disclosure that even though a copy is mailed to the customer, there seems to be a wide gap in what was disclosed as to what should have been disclosed. I have taken the customer at his word and based on the following formula came up with a solution that should be amicable to the customer. The customer was billed for 193 days of service. If we take the expected amount of monthly reoccurring charges of an even $40.00 a month the daily charge comes to $1.33 a day for the service or total due of $257.33. The customer has paid a total of $229.50 which is very close to the amount that covers the period of use. In lieu of all the issues incurred, Centurylink has issued an adjustment of $304.90 which will bring the balance to zero. If any credit reporting has been done the process to have any collections reporting removed is as follows: Customer must mail a written statement (No Fax, Email, Phone calls) to: Centurylink 1008 Oliver Rd Monroe, LA 71201  Requirements of the letter are as follows: 1.       Full Name of Customer 2.       Date the inquiry was ran per their credit report (we need the exact date) 3.       Statement requesting the removal of the inquiry 4.       SSN (not required but helps quicken the process) 5.       Current address 6.       Signature and Date (this grants us permission to access the credit report)     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]

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. A repair report was received on December 26, 2015.  A technician was dispatched on January 4, 2016 and the service was repaired.  A credit for $43.15 was issued, in an effort to satisfy for the delay.  The credit posted the January 16, 2016 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