CenturyLink

Our records reflect Ms. [redacted] upgraded her Internet speed from 1.5 Mbps to 6 Mbps on June 4, 2016.  A repair ticket was opened on June 6, 2016.  Per the notations on the repair ticket, the technician repaired the cable.  If Ms. [redacted] is still experiencing problems with her service, she needs to contact repair and have a ticket opened.   As previously stated, when Ms. [redacted] upgraded her speed her Home Phone II package increased $10 per month. The package was billing at $71.90 and it increased to $81.90 per month.  I apologize for any miscommunication that occurred.   As reflected on the monthly statements, Ms. [redacted] was receiving $15 per month in Loyalty Discounts.  A $5 Loyalty Discount expired on September 28, 2016.  Thus, the October 13, 2016 bill reflected a $5 increase, as the account only received a $10 Loyalty Discount.    Ms. [redacted] is currently billing correctly for the products and service on her account.  Due to any miscommunication that might have occurred, CenturyLink will allow Ms. [redacted] to disconnect her account without penalty, if she decides to find a new provider.  Ms. [redacted] would need to contact the business office to have an order issued.  This offer is valid until December 5, 2016.  I will continue to monitor the account and adjust any Early Termination Fees, if applicable.   [redacted] CenturyLink Customer Advocacy

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] has no further dispute...

with CenturyLink. Mr. [redacted] advised me that the complaint  had already been resolved. ** CenturyLink Customer Advocacy Group

CenturyLink has received the following payments on account [redacted]. 8/23/15   - $ 80.23 10/2        - $129.51 10/30      - $ 56.70 12/1        - $ 90.17 12/26      - $112.65 1/24/16   - $ 32 3/3          - $ 56.04  Ms. [redacted] indicates in her rebuttal she made payments in October and December 2014.  Her account was established in July 2015.  If payments were made in 2014, I would need the CenturyLink account number to investigate further.  In addition, I could not locate payments on this account for $58, $90.91 or $133.  CenturyLink can open a payment investigation but more information is needed from Ms. [redacted].  If the payments were made by check, we need a copy of the cancelled check, both front and back.  If the payments were made by credit card, we need a copy of the bank statement, which includes the transaction id.  Once this information is received, a payment investigation can be started. [redacted] CenturyLink Customer Advocacy

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. Mr. [redacted]’s disputed modem...

charge was resolved on May 24, 2016. At that time, the disputed amount of $106.74 was credited back to Mr. [redacted]’s account. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted].   ** CenturyLink Customer Advocacy Group

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint filed and found the following: CenturyLink found the account information needed to review this complaint. If you look at the copy of the PDF file provided by the customer, it is what said on the original reply. [redacted] invoices Centurylink for the month in whole months in advance as stipulated on the bill, [redacted] charges are for the service dates of October 2nd through November 1st, 2016. Because the customer disconnected [redacted] service after the month on the last bill for these charges were invoiced, the full month in advance was invoiced and paid by CenturyLink. Any charges that exist on the Centurylink bill reflect the invoice dates and not anything else. Because the customer canceled at the very end of the invoiced dates for [redacted], he did receive the difference as a refund on a prepaid cash card for approximately 4 days service as per [redacted]’s Office of the President:   “His [redacted] account was disconnected 10/29/16 and he received a refund via prepaid cash card $10.90 sent out 11/8/16.”   CenturyLink the opportunity to clarify this last statement and the statements provided by the customer as verification of the last charges and the dates they applied to.   Sincerely,   [redacted]
[redacted] [redacted]
[redacted]
[redacted]

CenturyLink appreciates the opportunity to review Mr. [redacted]’s account, [redacted].   Our records reflect Mr. [redacted]’s credit card was denied on three occasions, August 17, 2015, January 19, 2016 and February 17, 2016.  The notations on all occasions indicate we are to refer Mr....

[redacted] to the issuer (the credit card company).  A payment was made on September 1, 2015 and Mr. [redacted] was not billed a convenience fee.  When the payment was made on February 23, 2016, a $3.50 convenience fee was correctly applied. Per the notations on the account, Mr. [redacted] spoke with a representative on January 29, 2016 and requested the disconnection of the service.  However, an order was not processed.  Mr. [redacted] spoke with a representative on February 24, 2016 and an order was issued.  This order completed on February 25, 2016, which is the same as the bill date.  Thus, a February 25, 2016 bill was generated, reflecting charges for a new month of service. A February 25, 2016 Closing bill was issued, reflecting credit for previously billed service.  Since the records indicate a request was made on January 29, 2016, a credit for the charges on the January 25, 2016 bill has been issued.  A credit for $75.99 was issued on April 6, 2016.  In addition, a credit for the $3.50 convenience fee was also given, in an effort to satisfy.  Since the account is closed, a refund check will be issued for the credit balance. CenturyLink regrets any inconvenience Mr. [redacted] has experienced.  [redacted] CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because: I am still with [redacted] and paying my monthly bill to them. I dropped Centurylink not [redacted]. We are all up to date with [redacted] billing
Sincerely,
[redacted]

Our records indicate Mr. [redacted] also submitted a complaint with the Attorney General of Washington regarding his concerns.  A response from CenturyLink was sent to the Washington AG on December 29, 2015.  Please refer Mr. [redacted] to the AG response for more information.  ...

[redacted] Customer Advocacy Group

To whom it may concern:Please be advised that CenturyLink has completed a review of this complainant’s rebuttal and found the following: It is evident that unless the outcome is anything but what the customer feels was initially a deceptive offer then it will not meet the customers’ expectations.Centurylink understands there was either a misquoted price and that the customer’s expectations and subsequent dealings with Centurylink were not as expected. Agents make errors, the customer feels that this was intentional and a part of the corporate culture.  CenturyLink completely and firmly denies that anything short of quality, honest and transparent customer service is the goal that all our agents and strategic partners provide for our potential or current customers.CenturyLink cannot manipulate the pricing and offers to meet a quoted price that is not available. This would encourage inappropriate behavior by some and would not be fair to others that provide concise and accurate information regarding the customers’ expectations nor would it be fair to the vast majority of current or perspective customers that pay the correctly quoted promotional rate.This really isn’t any different than if the customer was at a retail location that incorrectly marked the price of an item.When this occurs, the retail establishment has the option (but is not obligated) of selling the one unit at that price and correcting the pricing going forward or not.Centurylink is actually offering to give the customer the quoted price up until the time the customer agrees to the correct rate or changes service providers.That date has been set for April 30th, 2017 and is an extension of twee such offers already given.So to recap, here is the offer as stated in the previous reply:Centurylink will match the offer made up and to the end of April, 2017, giving the customer more than enough time to make a decision on keeping the services or finding another carrier for their services”Once the customer has made the decision to keep or change service providers, the account will be adjusted accordingly.Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.   Sincerely,[redacted] 
[redacted]CenturyLink Customer AdvocacyConsumer/Small Business Sales and Care

I have reviewed the Revdex.com Complaint from [redacted] regarding billing fallout and fees. I have reviewed the account and show we were billing someone else for this customers services resulting in a large bill when it was discovered. The customer had to make payment arrangements to catch...

up resulting in them having to drop auto pay and late fees. I have credited 3 months of the lost auto pay discount 3x$10 = $30.00 plus the two late fees for $24.00 adjustment. The $54.00 credit has already posted to the account balance and will show on the next statement. We apologize for the billing error that has caused this problem and understand the customer's frustration.Sincerely,[redacted]

10/02/2016   CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] regarding agent behavior.  Below are our findings:   Upon research of Ms. [redacted]’s CenturyLink account, I reviewed the call and sent the information to the agent’s supervisor...

for additional review for coaching/disciplinary action.   An order to disconnect Ms. [redacted]’s service was placed the same day however on 09/30/2016 Ms. [redacted] had requested to cancel the disconnection for a later date due to heavy rain and flooding. She had advised the agent that she would call back to cancel at a later date.   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

While our records do not reflect Mr. [redacted] returned the equipment, an adjustment for $107.61 was issued on March 30, 2016, in an effort to satisfy.  The account currently reflects a zero balance due. [redacted] CenturyLink Customer Advocacy

CenturyLink has reviewed our previous responses to Ms. [redacted]'s issue. We have no new information to add and find our original investigation and response to be valid. CenturyLink has closed this complaint.Sincerely, Mr. [redacted]

Complaint: [redacted]
I am rejecting this response because: I called with in the 30 days to terminate the prism TV and was charged for 5 months...and over charged at that !. I got new service with [redacted] on March 3 after trying multiple times to resolve the issues. I called CenturyLink March 4 to have my service terminated...when I was contacted by someone finally on March 28 in regards to my dispute I was told nothing had been done and apparently there are steps to discontinue services...no where does it state that this would be a process to terminate services. CenturyLink is a nightmare...they rip you off and bully you. I want all my money refunded to me and my service terminated without owing them anything.
Sincerely,
[redacted]

I have reviewed the Customer's reply. The fastest way for the customer to get assistance with their Prism TV Service is by calling [redacted] or using our live chat help option via http://www.centurylink.com/help/guidance/prism.php other options for Prism TV questions is to email [redacted].  I hope this helps. Sincerely,[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a charge for unreturned equipment on a closed account. I have reviewed the account notes showing the customer called in in March to get a return box sent to him I have adjusted the $150.00 equipment charge off the closed...

account. I do show we did backdate the monthly charges to 11/19/2015 correcting the amount due for monthly service on the final bill. The remaining balance is now $77.27 not $227.27. We apologize for the time and frustration our customer has spend trying to get this issue resolved.Sincerely,Mr.[redacted]

Complaint: [redacted]
I am rejecting this response because:This response continues to lay responsibility for their internal errors in determining a contracted rate for service with the account holder.  Additionally, the manner in which multiple account representatives have spoken to me is simply unacceptable.  The reason I am able to cancel my account without any cancellation penalties is because I refused to enter into a new contract with them, so it is hardly a matter they can tout as an example of their excellent customer service or attempt to be conciliatory based on their error penalizing me.  When stating that I overall come ahead based on their earlier error, they also fail to take into consideration that I elected to stay with their company 1 year ago due to the rate that was offered to me.  I didn't bully any retention specialist to get that rate, or in any way act unfairly.  However, that rate being offered was pivotal in choosing to stay with CenturyLink.  In the year since then, I've had to waste countless hours on the phone, in chat, and in email communications with CenturyLink in order to be billed correctly or logically.  At no point have they offered anything for the time they have consumed of mine.  I do plan on changing internet providers as CenturyLink's business practices are unacceptable.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I've attempted to speak to representatives three time and continue to get different answers. I refuse to pay my current bill which is due February 11th due to the fact that I have tried to get my rate changed but have not been able to get the same answers. The first representative told me to speak to the loyalty department and that they would not be able to assist me further. I tried to get online to speak to someone else and they would not direct me to the loyalty department. They gave me standard prices and no promotional deal. The third representative told me that the loyalty department is not available online. Today I had to set up their new promotional deal of $55 per month because I am running out of options and no one will assist me. I do not have time to sit on the phone trying to contact a department that previously helped me last year. Yes CenturyLink provided me with a promotional discount for twelve months previously but they failed to mention that it took them over three months to get my billing correct last time. I spend on average at least six hours per year trying to get my bill corrected every time the promotional discount has ended. The customer service that CenturyLink has provided is beyond exhausting and non-existent. If they want to keep a customer they should improve their customer service skills. Also I tried contacting them since my first charge of $78.99 and have not received proper assistance and have been charged another $78.99. I do not want to pay the $78.99 that is due for this month since it has taken me beyond a reasonable amount of time to address my concern. I am only one customer and can not change the way this company operates but I can voice my concern and let others know the lack of professionalism. I've included a document with my past payments. I will have to pay my bill by 2/12/18 because I am a responsible adult who pays my bills on time. The least CenturyLink could do is provide me a credit of $78.99 due to the frustration and the amount of time I've had to spend to get this bill corrected. I've also removed my auto pay so I see every statement CenturyLink sends to me since they don't provide their customers with an email stating their rate is increasing (double and tripling in price) when a promotional discount ends. Last point is it really a promotional discount if in the future they increase their rates to the extreme. This company is not concerned about their customers.
[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 customer is currently being billed at $49.95 a month for the services before taxes and fees....

The promotion was added in the middle of a billing cycle so the changes didn't fully take affect. We found some billing discrepancies however those have already been credited by our customer care. Centurylink apologizes about the frustration encountered and appreciate the opportunity to investigate the customers concernsSincerely, Mr. [redacted]

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account, [redacted].  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.   Due to a system error, Mr. [redacted]’s [redacted] account was not disconnected correctly in February 2016.  An order was issued on September 14, 2016 to disconnect the account.  A credit for $280.38 was issued on September 19, 2016.  The account currently reflects a zero balance due.  I will monitor the account and make any necessary adjustments once the Closing bill is issued.   CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy