CenturyLink

I have received a copy of the Revdex.com complaint filed by [redacted], regarding a billing dispute. After investigation of  [redacted]'s account it has been found that we do not show that the customer is over paying for the services  that are being rendered. There are no notations on the account suggesting that the service was set up wrong and that he  told he was being over charged for services. At this time we are declining the customers request for credits on the account as we have no records to correspond with the customers claim. We apologize about the frustration the customer has encountered. 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] thank you to century link.  This has gone a long ways in restoring my negative opinion of them.  It's sad that it had to rise to this level, however I'm satisfied.thank you again.

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: CenturyLink understands there were issues that resulted in delays getting the service at the new location up and running. Unfortunately, as previously sated, CenturyLink does not reimburse for third party services or equipment that a customer take it upon themselves to hire or purchase and thus the request that compensation be provided for this and or lost time or loss of business will not be issued. As previously sated, In lieu of the downtime, CenturyLink has issued and adjustment of $70.96, or all the charges for CenturyLink services on the final bill. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.  Sincerely, 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

CenturyLink has reviewed our previous responses to Ms. Hawkin's issue.  Ms. [redacted] did not provide any new information regarding her complaint.  After careful consideration, we find our original investigation and response to be valid.  CenturyLink has closed this complaint. For Further assistance please contac tour technical support at ###-###-####. 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. The customer technical statistics...

look very good on the both the upload and download speeds. The customer should test only with a single device plugged in directly to the modem using the following site. http://internethelp.centurylink.com/internethelp/zam-speed-test.html This allows our technical agents to see if there is anything on our network side that could be causing any issues. The Fi-Fi connection speed is not guaranteed due to many physical barriers in the home that can impede the signal. I’ve taken the extra step of having an internal group contact the customer and troubleshoot the issues should the need to dispatch be the case.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[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,
John Jelinek My phone number at the time was [redacted]. My home address was [redacted] Princeton Mn [redacted].

They still have not provided the FCC the accurate and INACCURATE information they provided me during all my calls. They are currently to be pulling all the calls, since they are yet again over charging me. I have all of the messages via [redacted]. This is not resolved. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

CenturyLink has reviewed our previous responses to Ms. [redacted]’s issue.  Ms. [redacted] was charged back for discounts that the customer had received from being in a contract to avoid paying a $200 early termination fee for canceling service before the end of the agreement.  After careful consideration, we find our original investigation and response to be valid.  CenturyLink has closed this complaint. Sincerely,Mr. [redacted]

CenturyLink appreciates Mr. [redacted] providing the account numbers.  CenturyLink’s position regarding his concerns with this account was previously provided per Revdex.com complaint #[redacted].  A response was sent to the Revdex.com on February 26, 2015.   However, with this information I was able to locate Mr. [redacted]’s old address in Idaho, which was not previously provided.  Account [redacted] was established on December 16, 2014 for billing of Mr. [redacted]’s [redacted] service.  Three months of [redacted] charges were billed on this account.  The account was disconnected on March 20, 2015.  Mr. [redacted] made one payment on March 9, 2016 for $77.34.  The current balance due is $242.66.  The balance due is valid and has been sustained.  I have attached copies of the monthly statements for Mr. [redacted]’s review.   [redacted] Customer Advocacy Group

I have reviewed the Revdex.com Complaint from [redacted] regarding a closed account billing dispute. I have reviewed the closed account showing the charges were adjusted on 3/25/16 the account has a zero balance. We apologize for the time and frustration the Customer has experienced...

trying to resolve this.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:CenturyLink's willingness to acknowledge that I deserve a refund for the months that I've been overpaying relative the the quotes that their employees gave me on four separate occasions suggests that they recognize I deserve to receive the price I was quoted.  Given that I was quoted that rate for a full year, I expect to receive that rate for the year, not the 7 months this offer would accommodate.  I personally purchased a new modem because of the offer and allowed Centurylink to create holes in my walls and add new instrumentation in my basement to accommodate the new fiber optics.  I also missed work part of one day when their equipment failed.  I did all this based on what I believed was an honest offer of services rendered for the price I was quoted.Given that I was quoted a price much lower than $113-115/month on FOUR SEPARATE OCCASIONS by four different employees in a series of lengthy phone calls that occupied hours of my time, I expect this company to honor their quotes to me.
Sincerely,
[redacted]

03/04/2016/2016CenturyLink 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 had already been resolved by the agent Mr. [redacted] spoke with on 02/04/2016. The agent added...

the missing discounted code to take effect the f02/01/2016 bill statement and issued manual credits to compensate the 02/01/2016 bill statement after the account was changed to CenturyLink’s pure broadband (internet only). As shown on the 03/01/2016 bill statement:Billing Date  Mar 01, 2016   Previous Balance  159.55 Adjustments  -163.23 New Charges  -63.75 ----------------------------------- Credit Balance -$67.43As this issue had already been resolved, CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates the opportunity to review [redacted]’s account [redacted].   Our records indicate [redacted] spoke with a representative on November 21, 2016.  An order was issued to add CenturyLink Home Phone, Internet and [redacted] service. The CenturyLink service was...

installed on December 6, 2016 with a promotional discount which included a twelve-month commitment.   As stated on the monthly billing statements, [redacted] was receiving a reduced monthly rate for her High Speed Internet service because of the 12-month term commitment.  The Early-Termination Fee is not a penalty.  Rather, it is an offset or recovery of CenturyLink costs related to early termination and the discounts associated with the term commitment.  There are no notations on the account that indicate [redacted] called to question the verbal commitment or the associated discounts.  [redacted] was receiving a $16.05 monthly discount.    Our records indicate [redacted] disconnected her service on May 31, 2017.  She was correctly billed a CenturyLink Early Termination Fee on the June 5, 2017 Closing bill.  The CenturyLink Early Termination Fee is valid and the charge has been sustained.    Regarding the [redacted] Early Termination Fee, [redacted] would have received a [redacted] confirmation letter, which includes information regarding the [redacted] term commitment.  In addition, she would have signed a document when the service was installed.  It is my understanding that this document also includes information regarding the [redacted] term commitment.  To date, the CenturyLink bill does not reflect a [redacted] Early Termination Fee.  This charge may be billed by [redacted] in a separate [redacted] bill, as the accounts are not longer combined for billing purposes.  [redacted] would need to contact [redacted] to get more information and to dispute the [redacted] Early Termination Fee, if billed.   CenturyLink regrets any inconvenience [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

Centurylink appreciates Mr. [redacted]giving us the opportunity to review our handling of his account. 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. Our records indicate, that the customer was paying $49.91a month for services. A loyalty credit expired causing the bill to increase to $67.17 on the May 2017 statement. The may statement had prorated credits that covered partial credits for that billing cycle. The June 2017 statement was $86.61 which was the monthly rate without any proration's and a $7 late fee accessed. The account number changed to [redacted] when the customer moved to the new location. This is normal when an internet only account moves to a new location. A separate account wasn't opened however we do see that the promotions were changed with the order to move services.   In an effort to satisfy, Centurylink has credited back the differences in the last two billing statements to what Mr. [redacted] was paying before the changes in his rates on the account. Which is a total credit of $54.70 combined for the months of May and Junes bills. We have also adjusted the early termination fee that was charged on the final bill for $200.00.  Thus this leaves a final balance of $36.26 that is due on the account. This amount is the prorated amount left from the services provided. . Centurylink regrets any inconvenience Mr. [redacted] has experienced. Sincerely, [redacted]

I have reviewed the Customer's reply regarding [redacted] pricing. [redacted] provides customers with an order confirmation before service is installed which the Customer has to sign before installation. In many cases the Customer will add either equipment such as additional set top boxes or a larger programming package at the time of installation adding more costs to the bill. We are happy to address any questions on CenturyLink charges and services but we don't have anyway to adjust nor change [redacted] pricing. We apologize for any frustration this has caused unfortunately being a separate company from [redacted] we don't have access nor authorization to make changes on their services.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: Previously stated.  No additional information.
Sincerely,
[redacted]

Contact Name at our offices: [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The first attempt to contact to disconnect services was made on March, 23rd, 2016; this according to notations on the account. The next attempt and the date on which the order was issued was on...

April 4th, 2016 and this order was back dated for billing purposes, effective the 1st of April, 2016 and  completed on the 7th of April 2016. The week between the initial date of March 23rd, 2016 and the date the effective billing date was set for has already been adjusted on April 1st when the order to cancel service was initiated. CenturyLink does not issue adjustments for time due to whatever scheduling conflicts or issues the customer may have had trying to get the order disconnected and therefore will not be issues any other adjustment on this account. 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: These complaints were not "one off" experiences, it took about 3 critical issues for the Revdex.com to hear about this complaint. Considering the high volume of negative feedback CenturyLink incurs, it's obvious that customer relations isn't a high priority at Century Link. In the last 2 years, there obviously has been nothing done to enhance the quality of your customer service departments. Do you have data to back up the fact that something has improved with CenturyLink's customer satisfaction?
Sincerely,
[redacted]

I have reviewed the complaint from Jacqueline regarding wanting bill credits on their now closed account due to the internet speeds they received. The customer has been advised by our Executive Office Complaints Department via the PUC Complaint filed no credits are due to this closed account. The...

findings were that the bills were higher than expected due to late payment and restoral fees. They also missed out on a $10.00 per month discount due to failing to maintain auto pay that is required for that promotion. The customer has been advised that our pricing structure is the same for speeds up to 25mbps which is dependent on how far the customer's house is to our remote terminal servicing the address. The repair request report came back with a few calls for assistance over the time frame the account was open.  We apologize for any frustration this dispute has caused. Sincerely,Mr.T[redacted]