CenturyLink

I have reviewed the complaint from [redacted] regarding an early termination fee dispute. I reviewed the account notes showing the customer started our service on Dec. 19th 2016 the first contact we had with the customer was on March 14th when they called to cancel. The customer states the...

service wasn't working as they expected I don't show any request for repair assistance for the duration the service was active. We give each customer a 30 day trial period so if they aren't satisfied they can cancel within that period and not be subject to an early termination fee for canceling early. We remind our customers every month on their bill that they are in a service agreement the customer's first bill disclosure and all others after read as follows.  You are receiving a reduced monthly rate for your High Speed Internet because of your 12 month term commitment. When your current agreement expires on 12/19/2017 your monthly rate will change to the standard rate. Note: This discount may vary depending on the presence of AutoPayment and Paperless bill. Based on my findings the fee is sustained as valid. Sincerely,Mr.[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,It's true, I reached out on FB & was told my bill would be $34.95 a month for two years & I would get a $40 refund for the month I was over charged. I accepted that & was about to let the Revdex.com know it was resolved until I was charged &78 AGAIN & no refund has been issued. So now I need a refund for this month as well & I will not report this issue as resolved to the Revdex.com until I am billed the correct amount next month and the refund for both months has posted to my bank account. After this week I also intend to dispute the charges with my bank if the refunds have not been issued. 
[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:My account numbers is [redacted]Also centurylink added To my bill Around $ 80ish dollars 6 to 7 months later after said I wouldn't be changed for putting the services in home , but they did charged it 6 to 7 months later , said I wouldn't be changed if i took there services but they lied and charged me any ways....BAD BUSINESS PRACTICES if you tell someone something should do what you say... 
Sincerely,
[redacted]

I have received and reviewed the Revdex.com complaint from [redacted] regarding trying to disconnect his account. I reviewed the account notes and show the customer was advised on 10/22/15 & 10/23/15 they needed to call in to disconnect their service. The previous account access was from 4...

years ago there isn't any employee account access in August nor September. Based on the findings I have disconnected the account and backdated the charges to 10/22/15. The customer will receive a final statement in the mail 7-10 business days after the service is disconnected on 12/21/15.
Sincerely,
Mr. [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a disputed final bill. This issue has been investigated by another Executive Office Complaint Manager and has been resolved below are the findings  CenturyLink has completed a review of the...

complaint filed by [redacted]. In the complaint, Ms. [redacted] indicated that she disputes a $700.00 delinquent bill from CenturyLink because she cancelled the service in August 2015.The July 7, 2015 bill for account number [redacted] was $98.87. Ms. [redacted] called July 13, 2015 to find out if there was a penalty to disconnect her service. The agent advised Ms. [redacted] that she was not in a contract and she could cancel at anytime without penalty. Ms. [redacted] advised that she would call back if she decided to disconnect. A payment of $98.87 was received August 6, 2015.There is no record Ms. [redacted] called CenturyLink in August 2015. However, the account records reflect that Ms. [redacted] had contacted CenturyLink in August 2014. Specifically, annotations on the account show Ms. [redacted] had called on August 11, 2014 and August 28, 2014 because she had not received her bill that month.Ms. [redacted]’s monthly bills were being mailed to [redacted]. Beginning with the August 2015 bill, the statements were returned to CenturyLink. The service was disconnected for nonpayment in February 2016. The Closing Statement was rendered for $704.66. In order to resolve this dispute, the final bill amount of $704.66 has been credited and the account balance is now $0. Sincerely,[redacted]

01/25/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:1.) CenturyLink works with other providers called vendors, such as [redacted] and AT&T to sell CenturyLink product and CenturyLink can sell [redacted] and [redacted]...

Wireless service. Mr. [redacted] originally ordered service through a vendor. When CenturyLink called Mr. [redacted] about the due date, Mr. [redacted] requested to have the order canceled. The order was canceled and verification was sent to him.2.) Mr. [redacted] called to CenturyLink to confirm the cancelation and he wanted to reorder CenturyLink 20m internet service. Mr. [redacted] stated he did not want to pay for the standard technician fee to install the modem/router. The agent he spoke with advised that 20m requires a technician install for a onetime fee of $59.99 (before taxes, fees and surcharges) or he could do a self install if the service was installed as 10m (due to different equipment requirements for 10m and under, anything higher than 10m requires a technician install for a onetime fee of $59.99 (before taxes, fees and surcharges). Mr. [redacted] opted for the 20m with the required technician install for a onetime fee of $59.99 (before taxes, fees and surcharges). Mr. [redacted] was offered an option to either lease ($8.99 a month before taxes, fees and surcharges) or purchase ($99.99 before taxes, fees and surcharges) the required CenturyLink modem/router. Mr. [redacted] opted to purchase the modem router for $99.99 (before taxes, fees and surcharges) and have the cost broken into 3 monthly installments ($99.99 / 3 = $33.33 a month for 3 months (before taxes, fees and surcharges). CenturyLink finds all onetime charges to be valid.3.) Mr. [redacted]’s internet pricing is as follows:20m Pure Broadband $73.95 (standard rate)12 month promotional Discount -$29.00Autopay promotional Discount -$10.00-------------------------------------Total Package price = $34.95 (before taxes, fees and surcharges)This promotional pricing is for any speed of internet with the requirement of CenturyLink autopay.4.) Unfortunately, CenturyLink only offers credits for out of service when the service is non-functioning for a full 24 hours and must be reported to CenturyLink internet help desk (1-800-788-3600) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notations. Bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device connected to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factors. The speed of the Service will vary based on network or Internet congestion, your computer configuration, the condition of your telephone line and the wiring inside your location, among other factors. We make no guarantees or representations related to download or upload speeds. Mr. [redacted] has 7 wireless and 1 wired device, it is quite possible that he is only testing at 12 meg on a wireless connection or for that matter with 7 other devices pulling bandwidth away even on a wired connection.As Mr. [redacted] is not paying for any particular speed due to the promotion he subscribes to, there is no pricing difference on speed issues due to multiple devises (as explained above) therefore no additional credit is warranted. 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. 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 this complaint and found the following: A request to refund the over-payment was submitted and approved on August 28th, 2017 and as stated prior, the customer should have or will receive the refund check...

within 7-14 days form that date. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [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, I have agreed to credit the modem lease charge...

that is in dispute after further reviewing this complaint with Mrs. [redacted]. A total credit of $107.72 has been processed to zero out all final charges. I apologize for any inconvenience CenturyLink may have cause Mrs. [redacted]. ** CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because:I believe Century Link is not being honest in their response for the following reasons:1)  Dec 03, 2015:  I was given a quote, I have it on recorded voice, which is "$107 per month after tax for a year" for the entire package.  Century Link can claim expired discounts or charges, but the Bottom Line is this:  I was given a quote for a year back in Dec 03, 2015, as such, I expect Century Link to honor that quote.  2)  Century Link has, and still is trying to give me the "Bait and Switch" deal by trying to charge me for more than the quoted "$107/month after tax for a year."  As a result, I have to call Century Link on a monthly basis to get them adjust my bill, and to conform with the quote of $107/month after tax for a year.  3)  Had I known Century Link would try to increase my bill on a monthly basis, despite no changes in their service in terms of pay per view, or video rental, I would not have agreed to do business with them.
Sincerely,
[redacted]

To whom it may concern:I have received and reviewed the customers’ rebuttal and found the following:This is the same information provided in the original complaint and the adjustment to the customer’s account for the amount already given is fair and reasonable.If the customer should encounter further service or perceived billing issues the customer contact contact CenturyLink customer service for additional assistance.CenturyLink acknowledges the customer has other venues in which they may which to pursue further redress of grievances if they are not already satisfied with that which has been provided but a year’s free internet is not something that is reasonable and an adjustment for the issue(s) has already been given.Sincerely,[redacted] Executive Office Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care

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 inconsistent billing was due to...

changes and additions to service. I spoke with Mr. [redacted] today to provide a full billing explanation and clarification regarding his monthly recurring charges ongoing. I agreed to a onetime adjustment of $112.50 inconsideration to the difference in cost originally advised before changes in service. I provided Mr. [redacted] my direct number for any further questions or concerns regarding this complaint. ** CenturyLink Customer Advocacy Group

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 billing statement was sent before the cancelation took place. We bill a month in advance for our services....

The charges that were on the June 1st billing have all been adjusted back to the cancelation date of 06/06/16. CenturyLink has closed this complaint. Sincerely, Mr. [redacted]

Initial Business Response /* (1000, 5, 2015/11/01) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
On October the 29th, this was escalated to a national order help desk representative and is pending an adjustment of all the PRISM charges in question...

and should be applicable to the next bill cycle.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because: The sales associate promised me over and over, verbally, that there would be no additional fees or hidden charges and that I am able to continue services for a flat rate of 34.50 per month. He blatantly lied to me in order to get me off of the phone and into a two year commitment. He flat out lied to me. I demand only one of the following: a copy of the phone call that was recorded, a price adjustment to the monthly fee we agreed upon with a credit of the recent overage, or the opportunity to terminate my agreement without recourse or collection filed. Your sales rep absolutely lied to me. 
Sincerely,
[redacted]

05/10/2016CenturyLink 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 this issue was already resolved.On 04/02/2016, Mr. [redacted] made a onetime payment of $90.88...

([redacted]). On 04/07/2016, Mr. [redacted] called to CenturyLink customer service and explained that the bank was having issues and he was going to make another payment that day of $90.88 ([redacted]). Both payments were returned. One reflects reversed on Mr. [redacted]’s CenturyLink account on 04/18/2016 and the other on 04/19/2016 (dates posted on the CenturyLink account are usually later than actual reversal of payments).On 04/25/2016, Mr. [redacted] was issues a courtesy onetime credit in the amount of $75.70. As the both the payments made by Mr. [redacted] were both reversed and a courtesy credit has already been issued, CenturyLink has closed this complaint with no further credit adjustments being warranted.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the complaint from [redacted] stating his service has never worked as it should due to old wiring in his house. I reviewed the account notes showing the customer continues to pay for our service including restoral fees when the service was shut off for non payment. If the customer still...

wants to cancel this service this has to be done through our Disconnect Department [redacted]. Due to our customer information protection rules we are unable to process this type of order via a third party we apologize for any frustration this causes.  Sincerely,Mr.[redacted]

Complaint: [redacted]
I am rejecting this response because: I just received the response and went onto the Centurylink website to view my bill and I am still being charged $372.45 which the bill states that $121.97 is past due. Where is this coming from? Just like the response from the vendor states "the customer did meet the 30 day free trial threshold..." so why am I still seeing outrageous charges. I should only be receiving a bill in the mail for approximately $42 for internet service that is all. Or per the bill attached, $30.48 and it should be this way every month because that is the only service I have with Centurylink. I appreciate that the early termination fee of $220 was waived even though it should have never been put on my account in the first place but I really don't understand how and why my bill cannot be the amount that has been paid since January 2015. Is Centurylink trying to make an extra buck off customers and now I have the fear of being sent to collections because Centurylink can't get their act together. How long is it going to take to get a bill that is accurate? Like previously stated, I would like to pay the lesser amount of $30.48 but if I have to pay $42 then I'm OK with that. It has been a real hassle dealing with Centurylink. 
Sincerely,
[redacted]

04/13/2016CenturyLink 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 final bill is for non returned leased equipment totaling $106.34. CenturyLink has sent 2 return labels to...

the previous address and 1 to the new address. I generated a new return label which should arrive within 3-5 business days to Mr. [redacted]’ new address: [redacted].CenturyLink also has a store location (Google maps states this store is 14 minutes away from Mr. [redacted]’ new address depending on traffic):CenturyLink store at [redacted]M-F 9am-7pmSat 10am-6pmSun CLOSEDI would advise Mr. [redacted] returns the leased modem router to the store for faster resolution of credit for returning the modem (provide the account number [redacted]). I have added a notation to Mr. [redacted]’ CenturyLink account to issue credit upon receipt of the modem to the store.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Ms. [redacted] writing regarding she 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 Ms. [redacted]’s name.  Once this information is received, CenturyLink will be happy to investigate the complaint.      [redacted] CenturyLink Customer Advocacy Group