CenturyLink

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12748362, and find that this resolution is satisfactory to me.
Sincerely,
Marla [redacted]

Initial Business Response /* (1000, 4, 2015/09/25) */
9/25/15 Centurylink has requested the sales tape be reviewed regarding the rate the customer was quoted of $19.99. The $19.99 rate is not current promotional rate we offer. A further response will be posted after we get the finding of the call....

Centurylink apologizes for the poor customer service received regarding this matter
[redacted]/Centurylink Manager
Initial Consumer Rebuttal /* (3000, 6, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My wife and I called and after being transferred to three different representatives we finally got the correct department. The individual I was talking to was very nice and professional. They locked my future payments in at the 19.99 after admiring it wasn't set up correctly. My first three payments were over $70.00. The company refused to credit already paid money or correct the over charge. I had service with another company prior that literally had over 10 times the speed for 50.00 a month. I changed my service due to financial hard ship. To be over charged this much is redicoulus to say the least. I would prompt any person to be weary of setting up service with such an unreliable company. Century link offered the best price I would like to retain that. But customers shouldn't have to go through this to get there payment correct.
Final Business Response /* (4000, 8, 2015/10/06) */
10/6/15 The customers account reflects a representative added an additional $10 discount to get the rate to $19.95. The customers account was issued credit of $85 today for the restoral fee of $25 and an additional $60 for the overbilling on the on the June through September billing. The credit will be relflected on the customers November bill.
[redacted]/Centurylink Manager
Final Consumer Response /* (2000, 10, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Update 29 December, 2015: Received a call from Century Link, 29 Dec, 2015 regarding a past due amount of $251. I told the representative that I had submitted a complaint against them through the Denver Revdex.com, that included a detailed explanation of why the past due amount is not valid. I assume the...

detailed explanation, including dates, e-mails and invoices was submitted to Century Link, however, the representative claimed not to be aware of the complaint. I told the representative that I would discuss the matter after they had reviewed the details of the complaint, and invited them to call me back after they had done so. I requested that if and when they call me back, that they have the complaint in front of then so we could discuss it together.

I have reviewed the Revdex.com complaint from [redacted] regarding a request for a credit for returned check fee, phone payment fee and restoral fee. I have reviewed the account notes and show the fees in question. Since the customer put in their bank information to make their payment that...

was returned for incorrect account number  we can't adjust the returned check  fee or the phone payment fee since it wasn't a CenturyLInk error. As a courtesy I have adjusted the restoral fee since our consultant didn't advised the customer of it as the time of the phone payment to restore service.  I have issued a $25.00 credit to the account which has already posted the customer will see it on their next bill. I would recommend the customer set up auto pay  to avoid payment issues in the future that can be done on  our website www.centurylink.com or by calling [redacted]. Sincerely,Mr.[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding an early termination fee dispute. I have reviewed the customer's closed account and show on the July bill they were charged a prorated early termination fee of $49.90 due to canceling their service before 9/28/16. We try to...

avoid any confusion on our promotion terms by advising the customer at the time the order is placed and monthly reminders on their bill. We apologize for any frustration this has caused we feel this prorated fee is fair based on the monthly discounts we gave for to the time commitment of service. Sincerely,Mr.[redacted]

Complaint: [redacted]
I was not aware you needed my account number, I apologize for not entering it. He is my account number so Centurylink can review my account    Account: ###-###-#### [redacted] and its attached to the address [redacted] [redacted]. We have since cancelled the account.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:matthew did not respond to my most recent email. Customer service told me I was not under contract when I canceled my service then they billed me for canceling my service before the contract was over. I was lied to on the telephone by their employee. Matthew also has not communicated about receiving the modem I returned. I am appalled at the treatment of both the customer service team and Matthews negligence in responding to my email. 
Sincerely,
[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 service was installed on April 6, 2016 and disconnected on May 5, 2016.   A credit for $30.26 was applied to the account on September 7, 2016.  The account currently reflects a zero balance due.   CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

09/25/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of Ms. [redacted]’s CenturyLink account, I found no record of autopay set up or form received to apply autopay.  Ms. [redacted] has an...

opportunity for an additional $10.00 off a month (as long as she maintains the same internet package) by setting up auto pay through her checking account or credit/debit card. This may be set up through CenturyLink online MyAccount at www.centurylink.com/myaccount (a MyAccount will need to be set up by following the prompts) or through the back of the payment remittent slip by filling out the information for auto pay and sent in with current month payment. Keep in mind that autopay may take 1-2 bill cycles to complete and the additional promotion will not begin until the bill reflects. The online MyAccount at www.centurylink.com/myaccount would be the fastest option. Should Ms. [redacted] require autopay assistance after setting up autopay online through MyAccount, she may contact the CenturyLink Autopay team at [redacted] to inquire of any concerns of possible errors or incorrect data. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms. [redacted]’s 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. 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 billing issue along with problems with porting out their number to another provider. I would be happy to further assist if the customer can provide me with their CenturyLink account number. Sincerely,Mr.[redacted]

Initial Business Response /* (1000, 4, 2015/09/21) */
CenturyLink appreciates Ms. [redacted] giving us the opportunity to review our handling of her account, XXXXXXXXX. 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 a return label packet was shipped on August 5th and August 31, 2015. I will monitor the account and adjust any equipment charges that might be applied. The account has been credited in full and currently reflects a zero balance due. CenturyLink regrets any inconvenience Ms. [redacted] has experienced.
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After 5 attempts, we did finally receive the shipping label to mail back their equipment. We were able to get it mailed back to them. I would appreciate that they follow through with the customer service training so that someone else doesn't experience the same service we did. Thank you.

Complaint: [redacted]
I am rejecting this response because:I do not understand your response.  It is not clear whether the bill attached is saying that I owe you $264 or $0.  Either way, please review the previous response that you gave me.  According to it, I am due a refund!"The
January statement processed, reflecting the $584.81 previous balance
(264.56 + 320.25 = 584.51), a $320.25 adjustment for the charge for
equipment on the 12/15 bill, which was duplicate billed in error,
leaving a  balance forward and due of $264.56; The
adjustment I applied to the account of $160.40, deducted from the
$264.56 balance, left Mr. [redacted] with a total balance owed of $104.16.
Once Mr. [redacted] returns the PRISM equipment he was billed for on the
11/2015 billing statement, that charge can be adjusted from the account.
His account will then actually reflect a credit balance because of the
customer satisfaction credit I recently applied to the account, which
truly was related to charges associated with this equipment. If Mr.
[redacted] needs a return label and box to return the equipment, he can
contact our Customer Service center at [redacted] and the associate
he speaks with will be happy to assist him in getting those sent to him.
Respectfully submitted, Ms. [redacted] CenturyLink Customer Advocacy Consumer/Small Business Sales and Care"
Please review the other responses that you have given me and realize that I do not have any equipment to return to you.
Sincerely,
[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding an early termination and installation fee dispute. I reviewed the account history and documented issues we are sorry our techs couldn't get the service working properly. Based on my findings and the short period of time the...

customer had our service I have adjusted the two install fees and the early termination fee for a total of $240.41 credit. Since the customer has already paid the bill they will get a check in the mail within the next 30 days. If they need to get a refund status update they can contact our Credit Department [redacted] We apologize for the frustration this has caused. 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, 2015/09/23) */
I have received and reviewed the Revdex.com complaint from [redacted] regarding the poor experience from our call center and door to door sales consultants. CenturyLink would like to apologize to [redacted] for unprofessional service from...

our outside sales consultants I have sent feedback to the Area Sales Manager with the details. CenturyLink also appreciates [redacted] taking the time to let us know about her experience trying to get a quote over the phone for new service that is not ok and a training issue to be addressed. We would appreciate [redacted] give us another chance to earn her business by contacting our Customer Contact Center XXXXXXXXXXX or via our live chat help option on our website www.centurylink.com.
Sincerely,
Mr. [redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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] issue was resolved on March...

21, 2016. At that time, the billing error was fixed for paperless billing and adjustments were issued for all miss billed charges. I apologize for any Inconvenience CenturyLink may have cause Mr. [redacted]. ** CenturyLink Customer Advocacy Group

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. There seems to be some confusion as...

to what products the customer is referring to and the promotions that apply. The internet portion of the bill is clearly on a 24-month promotion as is stipulated on each monthly billing statement. At the time of the original order (for PRISM and High-Speed Internet) not DirecTV, there were two offers that were available they were both called PRISM “Extreme” promotions. The customer had the option of $20.00 off for a longer period, which was 24 months or a larger discount for a shorter period or $40.00. The customers PRISM has been canceled and the effective bill date (which was almost two months earlier than the term negated not only the prior to a 24-month term had the customer been in that term for PRISM at either rate but also resulted in a back dated credit on the account of $111.32. By getting the $40.00 discount for 12 months, it is essentially the same as the $20.00 for 24 months as the promotion stipulated. The customer is disputing $55. 00 for twelve months, it is a difference of $45.00 or $540.00. If you take into account the remainder was only 10 months, the amount is $450.00. The account did not get charges an early termination fee and was already adjusted a total of $111.32, or $338.68. Other promotional aspects of the promotional (such as promotions programming, 90 days, equipment discounts, 12 months) are all disclosed in the terms and conditions that the customer receives after the order is placed. Since there is no way to check what transpired 22 months ago on the account CenturyLink will meet the customer half way and has issued and adjustment of $169.34. Other aspects such as taxes fee’s surcharges are consistent. Recently, in late March the customer has set up a new price for life order on the internet pricing and this should address the pricing and speed issues raised in the complaint regarding CenturyLink services. The agent that referred the customer to DirecTV for information on the term or the programming pricing as correct in doing so. CenturyLink is only a third-party biller when it comes to the DirecTV portion of the bill. If the customer calls and indicates they have a billing problem and the DirecTV charges are combined billed, DirecTV would most likely refer the customer back to CenturyLink. However, terms and conditions between the customer and any pricing disputes are the sole responsibility of DirecTV to address. It is imperative that when calling DirecTV that the customer indicates there is a problem with the terms or and conditions, the prices being charged for the programming, any DirecTV programming charges, taxes, fees or surcharges. Centurylink cannot assist in changing programming or terms signed at the time of the install for DirecTV, only DirecTV has access to their systems and are the only ones that make changes to reflect the changes requested by the customer. Just as the regular charges are invoiced to Centurylink and billed together (if bundled).   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]

Complaint: [redacted]
I am rejecting this response because:We believe we have much more time than a month or so left on our most recent contract.  We believe it is closer to one year.  If we had been told by the CL representative that he thought our contract was coming up for renewal we would have protested at the time.  This was never disclosed.  This change in our contract came as result of us asking for our bandwidth to be increased to what we deserved under our existing contract.  We had to proactively ask for the increase and worried that this exact occurrence would take place.  CenturyLink is notorious for losing records concerning customer accounts and we believe that is the case here.  We object to their contentions regarding the timing of our renewal and ask that they prove their contentions as to timing including signatures or recordings of consent to the new contract.
Sincerely,
[redacted]

Initial Business Response /* (1000, 4, 2015/09/23) */
09/23/2015
CenturyLink has received a copy of the Revdex.com complaint filed by [redacted]. Below are our findings:
1.) Unfortunately, CenturyLink only offers internet service at $19.95 for 5 years when bundled with a...

qualifying home phone package. CenturyLink offers a reduced rate of for pure broadband (internet only) for a reduced rate of $29.95 for 12 months with a 12 month contract, auto pay and paperless billing as a requirement to receive the full discounts. Mr. [redacted] is currently on this package however he is not subscribed to the auto pay and paperless billing as each of his bills state:
Promotional Discounts Discount
High-Speed Internet w/o AutoPay & Paperless Bill Term Commitment Month 6 of 12 $14.05
Mr. [redacted] has an opportunity for an additional $10.00 off a month (as long as he maintains the same internet package) by setting up paperless billing and auto pay through his checking account or credit/debit card. This may be set up through CenturyLink online MyAccount at www.centurylink.com/myaccount (a MyAccount will need to be set up by following the prompts) or through the back of the payment remittent slip by filling out the information for auto pay and sent in with current month payment (keep in mind that auto pay may take 1-2 bill cycles to complete).
2.) CenturyLink had created and sent 2 return labels, 1st on 07/30/2015 RMA LOXXXXXXXXXXXXX and the 2nd 08/18/2015 RMA LOXXXXXXXXXXXXX. Per CenturyLink records, the return label sent on 07/30/2015 was the return label used to return the leased router that was received on 08/31/2015. Credit in the amount of $4.50 has already been applied to the account on the 08/16/2015 statement: Credit for Advanced Modem - Lease Previously Billed at $8.99 from Sep 1 to Sep 15 -$4.50.
I apologize for any inconvenience this may have caused. As credit has already been applied and the package requirements notified, CenturyLink finds this issue to be resolved.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Credit was applied as I demanded; therefore, the issue has been resolved. A lot of time and effort could have been alleviated had the company empowered its employees to resolve such minor, matters. A customer should not have to go to such great lengths to be returned a $4.50 credit that was rightly appropriate. I encourage this company to try and do better in the future.

I have reviewed the reply regarding a request to have the charges backdated on the closed account. I show the charges were backdated to May 4 as requested by the customer this matter has been resolved.Sincerely,Mr [redacted]