CenturyLink

Unfortunately, the promotion offered to Mr. [redacted] in September 2017 is no longer available.   Thus, he was allowed to disconnect without penalty.  Credits were applied to the account for the difference in rates, while the account was active.  CenturyLinkregrets the problems Mr. [redacted] experienced.   Margaret CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because:I DID NOT GET THE SERVICE THEY PROMISE. I DON'T HAVE WHAT I NEED FAST INTERNET.  IF YOU HAVE ALL MY CONVERSATIONS RECORDER WITH YOUR CUSTOMER SERVICE CAN CLEARLY SEE THEY GAVE DIFFERENT ANSWER. I MUST CANCEL THIS SERVICE WITHOUT THE FEE CANCELLATION.
Sincerely,
[redacted]

I have reviewed the customer's reply regarding expecting a new modem with his upgrade. I have requested our Internet Escalations Team contact the customer to further assist with this issue.  Sincerely,Mr.[redacted]

I have received a copy of the Revdex.com complaint filed by Ms. [redacted], regarding a billing dispute. After investigation of  Ms. [redacted] account it has been found that the offer that is found on our website is for new customers which select our prepaid account type. The...

offer states that prepaid is required on the add and a link to the "offer details' Which clearly outlines the requirements for the pricing which is advertised on our website. Our investigation deems that Ms. [redacted] does not meet the requirements for the online rate as it is for new prepaid customers only and Ms. [redacted] is a current subscriber. The current rate of $55 a month is the correct rate for the customers current services provided. For further questions please feel free to contact our team directly at [redacted]. CenturyLink has closed this complaint. Sincerely, Mr. [redacted]

Initial Business Response /* (1000, 4, 2015/09/04) */
CenturyLink appreciates Ms. [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 verified the modem for the final billing in dispute has been returned to CenturyLink. I have adjusted all charges off the final billing and recalled all collection activity. I apologize for any inconvenience CenturyLin k may have caused due to the equipment return process.
**
CenturyLink Customer Advocacy Group
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 6, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the response, as long as the collection is actually removed and my credit restored I will have no further issue.

To whom it may concern:   CenturyLink appreciates the opportunity to review the issues or concerns regarding this rejection: The customer can call in to the CenturyLink office and request the Credit Financial Services (CFS) department to make the payment, or directly to CFS at ###-###-#### and input the numbers on the account only, not the J or the customer code at the end. Select the correct prompts and they should be able to take the payment. You can also pay the collection agency directly, either way the account will showed paid at that point and collections will cease. These usually take some time before the agency will start to report to any of the credit bureaus but if the customer knows they have, the process as to have this removed is as follows:   Customer must mail a written statement (No Fax, Email, Phone calls) to: Centurylink [redacted]  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.    Sincerely,   [redacted]

Complaint: [redacted]
I am rejecting this response because: Information sent in email to [redacted]:
[redacted] –
I appreciate your response to my Revdex.com issue. Two items: 1) I
do not pay with checks I pay on line 2) all of the information is already
available on the CenturyLink site for the payments I made. That is where I got
the information.
I look forward to having this situation resolved,
Thanks –
[redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The problem with your response is that you are not acknowledging the real problem.   Your business has a critical breakdown in communication within your own company.   What eventually fixed our service after a two week outage was physically stopping a tech to ask for help and posting a note on the switch begging for our service to be restored.  All three techs that we spoke with in the field said that tickets are not getting to them so they are unaware of problems.   We stopped a tech at the switch two days after we lost service and he would not help us as he could not find any records of our outage.   Same thing 13 days after we lost service!   The tech who fixed our service on the 14th day  said that they are not getting all of the tickets from the call centers in the philippines and he only fixed it because of the note we left. They were unaware of the outage as they were not getting the tickets.  Our card was bad and by replacing it he fixed three other phones that were out for customers whos tickets had not shown up in their system.   He said he has had to spend weekends going through paper records calling customers to see if very old tickets have been fixed and gotten people who have not had problems fixed 3 months after they called in!   The fact that customer problems have to be fixed by physically going out and finding techs is crazy.   THAT IS THE PROBLEM!
Sincerely,
[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a billing dispute on a closed account. I have reviewed the closed account and show this billing dispute was resolved on 8/1/2016 via a FCC Complaint resolution. We adjusted the monthly overcharge and  early...

termination fees leaving a balance of $122.63 for services used. We apologize for the delay in resolution and understand the customer's frustration.Sincerely,Mr.[redacted]

Revdex.com: 
I have reviewed the response made by the business in reference to complaint ID [redacted]. For the record, I was not working with anybody at Century Link. I did however send them several letters informing them, of pending litigation. Shortly after I received this response, I was left a voicemail from [redacted] informing me that he had personally corrected my account and that collections proceedings had been stopped. I have no proof of this other than his voicemail, but am trusting he has done as he reports. I say this with skepticism as none of the previous conversations with Century Link have ended as they promised. Assuming he as done what he says he has, I consider this case closed. If not, then I will pick up where we left off.  I am saddened that Century Link tried to steal from me and they only way I could stop them was the threat of a lawsuit. I thank the Revdex.com for their swift response and help in the matter. 
Sincerely,
[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a poor experience trying to get his service taken off vacation suspend. I would be happy to assist with this complaint but unfortunately the customer didn't provide the account number. I was unable to find it with the...

information provided please have the customer provide the account number so I can further assist.Sincerely,Mr.[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. Prior to this reply, the customer...

engaged a CenturyLink representative and the issue of the modem lease fee that didn’t get removed when modem returned has already been addressed. The adjustment for $199.80 was issued on December 21st, 2017. CenturyLink provides this is sufficient to close this complaint as closed.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[redacted]

I have reviewed the complaint from [redacted] regarding a monthly rate , returned check and restoral fees dispute.  I have reviewed the account history showing we did get payment returned on $91.29 for non sufficient funds we charged the customer $25.00 fee. As a...

courtesy this fee was credited back to her account on 7/11/17. I show the lowest rate available for this account is $29.95 per month for 12 months which is what she currently has. We did give her a one time courtesy credit of $30.00 on 8/17/17 due to the conflicting information she states she received. I show the customer was given a prorated discount on her July bill of $22.20 covering the time frame of 6/15-7/03.   Based on my findings I have credited [redacted]'s restore fee with tax of $29.74 as a courtesy which has posted to the account and will show on her next statement. There are no further credits due on this account for this billing dispute we apologize for any frustration this issue has caused.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because this is inaccurate. Attached is the bill I received (for account [redacted] - I believe the disconnect confirmation for this is [redacted] closed on 7/26/16, though it should have never been opened because I cancelled my original account) along with a screenshot from the Centurylink website showing my account [redacted] (disconnect confirmation [redacted] dated 7/26/2016 I also have more confirmation numbers but this is the most recent) is still open.  I am not [redacted] nor was there ever a [redacted] on my account, yet I'm receiving a bill for MY account number.  
Sincerely,
[redacted]

CenturyLink appreciates [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 [redacted] feels she recently received from CenturyLink representatives.  Her comments are appreciated and, to...

improve customer service, will be investigated.    Our records indicate [redacted] was billed $3490.79 for unreturned equipment on May 4, 2017.  The equipment was returned and a credit for $3490.79 was applied to the account on July 31, 2017.  CenturyLink regrets any inconvenience [redacted] has experienced.   [redacted]

Initial Business Response /* (1000, 5, 2015/08/18) */
08/18/2015
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 her account being handled by another Advocacy...

manager [redacted] who has been in contact with Ms. [redacted] and came to the resolution to issue manual credits on each bill cycle for the remaining 6 months until the December statement. Ms. [redacted] has been advised by [redacted]:
1. So, your bill will not reflect the correct amount due to the fact that there is not a discount that will stick or a plan that comes out to that amount including your taxes and fees. Also, your taxes are different amounts, if only by a few cents, each month. I will adjust the difference which will zero out your balance each month after the agreed $35.68 is paid.
2. Your January, 2016 bill will not be reduced...I can create a reminder to send you an email for notification purposes.
3. You can most certainly contact me any time.
As this issue is already been assigned to [redacted] and she is working directly with Ms. [redacted], CenturyLink finds this Revdex.com complaint to be resolved.
Sincerely,
[redacted] M. [redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 7, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have received a copy of the Revdex.com complaint filed by [redacted], regarding a billing dispute.  Unfortunately, [redacted] did not provide his CenturyLink account number. In order to investigate his complaint, I will need the CenturyLink account...

number. Once I have the necessary information I will be able to investigate his concerns. CenturyLink apologizes for any frustration. Sincerely, [redacted]

I have reviewed the complaint from [redacted] regarding a disputed early termination fee on a closed account. The name associated with the account number provided in the complaint isn't the same. If [redacted] could confirm the CenturyLink account number he has the billing dispute...

on I would be happy to further assist as needed. Sincerely,Mr.T[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.
However, I will note that both complaints were made on the same day, within several minutes of each other. 
Sincerely,
[redacted]

I have reviewed the complaint from Jason regarding a delay in upgrading internet service and billing dispute. I show in the account notes the customer was offered an upgrade on 2/7/17 unfortunately the order was put on hold since we are out of capacity in his area. I advise the customer to contact...

our Held Order Department [redacted] for an update. If there is no date available for resolution the customer can cancel their service with no Early Termination fees. If the customer decides to cancel they would need to contact our Disconnect Department [redacted] for the order to be placed. That department will see the note I added to waive any fees. I have also adjusted the current balance off the account for a total adjustment of  $157.16 The adjustment has already posted the account now has a small credit balance. We certainly understand how frustrating this situation has been we apologize for not being able to resolve it sooner. Sincerely,[redacted]