CenturyLink Reviews (5484)
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Address: 717 McGilvary St, Fayetteville, Illinois, United States, 28301-5433
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I have reviewed the complaint from [redacted] regarding ongoing unresolved problems with our Prism TV service. Based on the customers ongoing issues that we haven't been able to resolve I have noted their account for us to waive any early termination fees if they choose to cancel. [redacted] would need to...
call in to request a disconnect order and make arrangements for the equipment to be returned. CenturyLink apologizes for not being able to have our service working as it should we certainly understand her frustration. Sincerely,Mr.T[redacted]
Complaint: [redacted]
I am rejecting this response because:CenturyLink continues to be non responsive to my attempts to resolve our differences outside of the Revdex.com. On 7/5 in a Revdex.com response, [redacted] (Centurylink manager handling the complaint) indicated that speed was incorrectly keyed during account set up, resulting in 20Mbps instead of the quoted 40Mbps. Although I have asked to have speed corrected twice, speed remains at 20Mbps. On 7/14, I sent the following message to [redacted]"In order to accept Revdex.com resolution:Change speed to 40mbs, change my account to paperless billing, change monthly rate to $34.95 (I will not set up auto pay), credit my account the difference for past months and remove late fees as payments were slowed due to not getting the service ordered. Once I receive confirmation that this is in the works, I will accept the Revdex.com resolution. Otherwise I will reject resolution (in 4 days) and we will need to talk about canceling service and crediting money spent on the modem needed for the plan".4 days have passed, Revdex.com response is due on day 5, I remain dissatisfied and feeling that I was mislead. I have conceded in the area of monthly price and have proposed a resolution.
Sincerely,
[redacted]
CenturyLink appreciates the opportunity to review Mr. [redacted]’s account, [redacted]. Our records indicate Mr. [redacted] spoke with a representative on August 16, 2016. He agreed to a new promotion, which included the presence of Auto-Pay and Paperless billing, with a...
twelve-month commitment. The September 10, 2016 bill reflects the changes, associate discounts, and verbiage regarding the term commitment. On September 19, 2016, the account was suspended for non-payment. Mr. [redacted] disconnected the account on September 20, 2016 and was correctly billed an Early Termination Charge on the September 19, 2016 Closing bill. While the Early Termination Charge is valid, CenturyLink has agreed to adjust the balance due on the Closing bill, in an effort to satisfy. A credit for $147.61 was issued on October 27, 2016. The account currently reflects a zero balance due. [redacted] CenturyLink Customer Advocacy
I have reviewed the billing complaint from [redacted] regarding a promised credit not received. I reviewed the account and gave a courtesy adjustment for the $52.38 plus the late fee caused by us not issuing the credit as promised. The credit will show on the next billing statement....
CenturyLink apologizes for not issuing the full credit as previously promised. Sincerely,Mr.T[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 account had stacked promotions...
and different term and expiration dates, this was the reason for the increase in monthly charge; this is clearly indicated on each bill statement. The customer has already discontinued the service, the effective date was back dated which negated the regular rate on the final bill relative to this date. There wasn’t and charge for an unreturned modem, it was received within the required thirty-day window after services were disconnected. There was no issue regarding the billing as it billed correctly according to the multiple promotional credits applied relative to the 6, 12 or 24 month and their respective expiration dates. No further adjustments are warranted and will not be issued. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, [redacted]
Thank you for taking the time to notify us about the unsatisfactory customer service experience that you recently encountered. That's not how we do business and I certainly don't enjoy hearing the treatment you received. Please accept our apologies for not meeting your expectations. Our records...
indicate that this issue has already been resolved. Notes show that a credit was placed and brought the account to a zero balance, and our records show a pre paid return label was sent on 04/25/18. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms. [redacted]. issue. We regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situation. Sincerely, Mr. C[redacted]
Revdex.com:I talked to Centurylink SEVERAL times. There were several telephone calls. Unless your representative has reviewed ALL the phone calls, you cannot say that I was unaware I was getting the slower speed. I have paperwork that I highlighted the speed I was supposed to be getting but was not sold. So I know I discussed the speed with someone during one of the phone calls. I accept your offer to return my $100 in the form of a check to me, since I returned the modem once I found out I was not getting the speed I thought that I ordered.
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]
12/20/2016 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. Mr. [redacted] spoke with an agent on 12/06/2016 who issued a...
credit adjustment for the 2nd modem. Mr. [redacted]’s original modem was purchased as of 02/19/2015 and the 2nd modem was ordered on 11/17/2016 (21 months). I contacted CenturyLink support team for a full summary of all calls to repair and was advised: “I show the first call from this customer in regards to any issues with his service was 10/07/2016. Nothing found before that. At that time the customer said he has connection drops and he thinks the modem might be bad. He also stated that he had the issue for a year. The customer was affected by an outage in November and again stated he thinks the modem is bad and requested a replacement on 11/17/2016, there was a new modem delivered on 11/21/2016. Currently I show the line is stable with full speeds and no issues.” 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. I must remind Mr. [redacted] that CenturyLink’s purchased modems have only a 12 month warranty and will not be replaced free after the 12 warranty expires. CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care
I have reviewed the Revdex.com Complaint from [redacted] regarding a disputed bill and misinformation on available internet speeds. I have reviewed the closed account based on my findings I adjusted the charges it now has a zero balance. I do show the customer was sent two return labels one on...
2/3/16 another 2/15/16 to return the modem if they still haven't received them they need to call our Customer Contact Center for assistance [redacted]. We apologize for the time and frustration the customer has experienced trying to resolve this dispute.Sincerely,Mr. [redacted]
I have reviewed the Revdex.com Complaint from [redacted] regarding a charge on a closed account for a modem. I checked the closed account and show it has a zero balance we received payment on April 07,2016. If the Customer needs additional assistance with this matter I am happy to...
help.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]
Initial Business Response /* (1000, 4, 2015/08/27) */
CenturyLink appreciates Ms. [redacted] giving us the opportunity to review the handling of Mr. [redacted] account where our records indicate she is an authorized party on the account. At CenturyLink we strive to provide outstanding Customer...
Service and her comments are appreciated plus utilized to enhance our training.
A complete review of Mr. [redacted] account has been done where CenturyLink records indicate DSL services were established on April 7, 2015 with a one year term commitment. With the services Mr. [redacted] obtained, the promotion required a one year term commitment along with Auto Pay and Electronic Statements. The first bill automatically provides the discounts which allows our Customer's 30 days to establish the auto pay and electronic statements and reflected on the monthly statement as follows:
YOU ARE RECEIVING A REDUCED MONTHLY RATE FOR YOUR HIGH-SPEED
INTERNET SERVICE BECAUSE OF YOUR 12 MONTH TERM COMMITMENT.
WHEN YOUR CURRENT AGREEMENT EXPIRES ON 04-07-2016 YOUR MONTHLY RATE
WILL CHANGE TO THE STANDARD RATE. NOTE: THIS DISCOUNT MAY VARY
DEPENDING ON THE PRESENCE OF AUTOPAY AND PAPERLESS BILL.
HIGH-SPEED INTERNET WITH AUTOPAY & PAPERLESS BILL
TERM COMMITMENT MONTH 1 OF 12 44.05C
CenturyLink records indicate on May 20, 2015 an order (CXXXXXXXX) was issued to interrupt the services due to non-payment. A payment was then made where the services were restored the same day (May 20, 2015) with an order CXXXXXXXX.
Due to Auto Pay and Paperless billing not being established, the May statement reflected the following information where the monthly bill increased by $ 10.00.
HIGH-SPEED INTERNET W/O AUTOPAY & PAPERLESS BILL
TERM COMMITMENT MONTH 2 OF 12 34.05C
The disclosure was again printed on the statement as - NOTE: THIS DISCOUNT MAY VARY
DEPENDING ON THE PRESENCE OF AUTOPAY AND PAPERLESS BILL
Records reflect an order was issued on August 5, 2015 to remove the modem lease and a credit was provided ($51.55) on the August statement for the Shipping & Handling along with the modem rental due to Mr. [redacted] providing his own modem.
As a onetime courtesy, I have adjusted the difference in the promotional rate of $ 10.00 per month from May 2015 to August 2015 and it will reflect on the September statement in the amount of $ 40.00.
I apologize for any inconvenience this [redacted] have caused Mr. [redacted] and Ms. [redacted] as they are valued CenturyLink Customer's.
Regards,
[redacted]
Customer Advocacy Manager
Attachment: Summary of Account (SOA)
Initial Consumer Rebuttal /* (2000, 6, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Resolution accepted
06/20/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted]. Below are our findings: Upon research of Ms. [redacted] CenturyLink account, I found her CenturyLink phone, features, unlimited long distance and internet service was...
established on 05/20/2013 and disconnected on 12/26/2013. The disconnected order had notations that Ms. [redacted] had requested Charter to port her number from CenturyLink on 10/31/2013 however they gave her new number instead. There are no records that Ms. [redacted] called until 12/26/2016 to disconnect service (all account entry is auto tagged with the agent ID whether a notation is left or not). However the agent who placed the disconnect order for Ms. [redacted] issued adjustments towards her bill statement to compensate the costs as this was not a CenturyLink error. I have provided clips of the summary portion of Ms. [redacted] bill statements: 06/13/2013Total current charges $180.13-------------------------------------------------------------------------...⇄ Received 06/28/2013 -$180.13Total current charges $90.59--------------------------------------------------------------------------...⇄ Received 07/29/2013 -$90.59Total current charges $86.35--------------------------------------------------------------------------...⇄ Due $86.35Total current charges $97.35---------------------------------Total amount due $183.70-------------------------------------------------------------------------...⇄ Due $183.70Total current charges $97.43---------------------------------Total amount due $281.13-------------------------------------------------------------------------...⇄ Received 10/23/2013 -$86.35Past Due $194.78Total current charges $97.43---------------------------------Total amount due $292.21-------------------------------------------------------------------------...⇄ Due $292.21Total current charges $97.43---------------------------------Total amount due $389.64-------------------------------------------------------------------------...⇄ adjustments -$191.57Past Due $198.07Total current charges -$32.91---------------------------------Total amount due $165.16-------------------------------------------------------------------------...⇄ shown from the bill statement, Ms. [redacted] is still responsible for the past due balance of $165.16. CenturyLink has sustained the balance due as valid with no credit adjustments being warranted. Sincerely,
[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care
Complaint: [redacted]
I am rejecting this response because:
This is obviously getting nowhere. I have separated the bill and no longer bundling so there will be no question of what is really being paid. We will see how it goes now that you have to be honest.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/12/07) */
CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account, XXX XXX-XXXX XXX. Our records indicate Mr. [redacted]'s account was established on November 3, 2015. CenturyLink repair has received one...
call on November10, 2015. The ticket indicates Mr. [redacted] would try to program to modem when he got home. Our records do not indicate we have received any other calls.
A Broadband Escalation representative shows Mr. [redacted]'s modem is currently trained and authenticated. Authentication began on November 11, 2015 and has been active since. His 12 Mbps connection is currently connected at 13.9Mbps. We are showing usage this month at 107.3 GB. This indicates Mr. [redacted]'s service is being used.
In an effort to satisfy, an adjustment for seven days of service (November 3 to November 11) was applied to the account. A credit for $7 was issued on December 4, 2015 and should be reflected on the December 28, 2015 bill. If Mr. [redacted] wants to disconnect the account, he would need to contact our business office to have the order issued.
Mr. [redacted] is a valued customer and I regret any inconvenience he has experienced.
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 7, 2015/12/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the account credit and while my records don't agree with number of calls, and I'm a bit confused by the data figure presented, I'm glad my internet is now working.
CenturyLink appreciates the opportunity to review Mr. [redacted] account, 303 442-9683 191. Our records indicate the account was disconnected on October 13, 2017, with a September 12, 2017 effective bill date. The September 12, 2017 Closing bill was issued, reflecting a credit...
balance of $97.95. As noted on the bill, CenturyLink mails the refund within 7 days. Since customer’s have thirty days to return the equipment, the refund check may be mailed before a customer’s equipment is returned. CenturyLink records do not indicate Mr. [redacted] modem has been returned. Thus, he was correctly billed the purchase price of the equipment on December 13, 2017. Mr. [redacted] provided a label number but I was unable to locate this number on the ups.com website, which is used to verify the equipment was returned to CenturyLink. Since CenturyLink cannot verify the equipment has been returned, we respectfully deny Mr. [redacted] request to adjust the modem charge. [redacted] CenturyLink Customer Advocacy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is fairly satisfactory to me.
Just FYI: we tried upping our speed but found that the lines coming into the house cannot support that speed and it made our internet service even more spotty than it already was. I am so unhappy with CenturyLink's service as it is and I feel very stuck in the fact that we cannot change internet service providers because we never had any cable company put lines in when we had the house built 18 years ago and to do so now would cost a lot of money and ruin our backyard. It's very frustrating to not have reliable internet and never have anyone at CenturyLink really look into why our internet drops so often every single day. We've had numerous repair people over and they never find anything wrong on our end yet when I call to tell them our internet is out yet again I am told it's a problem on my end. This company has the worst customer service ever and I wish the Revdex.com would do something about it and hold them accountable. Just talk to anyone who has CenturyLink--I know of absolutely no one that is happy with it.
Sincerely,
[redacted]
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 complaint the customer also filed complaints with the FCC and state attorney general’s office to which the following explanation has been...
provided. “Please be advised that CenturyLink has completed a review of the informal complaint filed by [redacted]. In the complaint, Ms. [redacted] states that she’s been trying to get the agreed upon price with CenturyLink. They’ve charged her over twice the amount and keep increasing it. CenturyLink records show that Ms. [redacted] contacted us on December 19, 2016, stating that her promotional rate hadn’t been applied. A correction was made, and an adjustment issued for $66.05, which appeared on her January bill.” 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
Complaint: [redacted]
I am rejecting this response because: All the times the sales people communicated with us was via telephone. they never sent us any form with rates and services spelled out. We did receive a sheet welcoming us and boasting of the services they said we agreed to receive. But even though I asked for a sheet with everything in writing, we never received what was asked for. Furthermore on 5/22/16 @ 2:10 pm a person claiming to be mgr @ Century Link named [redacted] left a message for me to call him @ [redacted]. I tried this # and I get a [redacted] Message saying this number has been changed/disconnected. I really didn't want their miserable T.V. service and told them that right in the beginning. I was told that because we were good customers and we were in an area that now offered fiber optic cables, which is supposedly cheaper to provide, they were going to," set us up with this excellent internet and Prizm tv service for $37.86/Mo plus tax. If this is not the case, they can come and get their stupid equipment the Hell out of my house. And don't try to tell me I heard wrong! I made sure of what I heard and wrote it down as he was speaking to me.
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. Upon review, I verified Mr. [redacted]’s account was...
credited for billing days in concern on July 12, 2016. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. ** CenturyLink Customer Advocacy Group