CenturyLink

I have reviewed the Customer's reply. We have no way to tell if we received the Customer's modem without the tracking number. Based on the overall account history and the Customer's explanation I have gone ahead and credited back the modem charge of $105.99. The customer will receive a check in the mail in the next 30 business days my credit has already posted to the account. If they don't receive the check in 30 days they need to call our credit department to get the status [redacted].Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: I did not ask CenturyLink for a new product and make an application. Therefore, no Hard or soft credit check should be run for credit worthiness. I have been your customer since 2005. If I walk into a store and ask about a product, they don't run a credit check on me just because I asked a question. AS you implied there is no services you can provide me. So, why would you run a credit check. 1. You need to train your personnel.  If they make a mistake, and you know who did it, just correct it...that is all I ask. 2. I am tired of be bounced back and forth from CenturyLink and [redacted]. [redacted] says CenturLink did and they need to fix it. CenturyLink customer service tells me we don't know how.  I contacted [redacted], they told me you need to contact your Fraud department to have them fill out a deletion of Credit Check. This is my last response and would like to know when you have done your job correctly and had all inquiries removed (Hard or soft) by CenturyLink/[redacted]. My next step is to bring this matter to a higher authority.
Sincerely,
[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following:   Subsequent to this reply, the customer also engaged the executive office through another venue and there is an active ongoing engagement with the customer in regards to this complaint....

  Since this complaint is being addressed in full via another manager in the executive office this reply will defer to that which has already been addressed and any decision that this other review provides as resolution.   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

02/20/2017 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 no records that Mr. [redacted] was quoted $54.97 per month for CenturyLink internet and Prism...

with a leased modem and 1 prism set top box (CenturyLink does not have an advertized price for all services for that rate). Mr. [redacted]’s first bill statement included prorated charges (28 days) and the standard month in advance for the service at the following rate:---------------------------------------------------------------------------...⇄ Monthly Charges ------------------------------------------------------ Internet 74.00 Bundle Savings (12/28 - 01/27) Internet  -10.00 Advanced Lease Modem Discount Month 1 of 12  -9.99 Advanced Modem Lease 9.99 ------------------------------------------------------ Internet Monthly Charges Total $64.00--------------------------------------------------------------------------...⇄ TV Monthly Charges ------------------------------------------------------ DVR Service Fee 9.99 Prism Essential TV 81.99 Prism HD TV 11.99 Prism™ TV Discounts Prism Promotion  -25.00 Primary Set Top Box 9.99  24 Months Free Set Top Box  -9.99 Prism Promotion  -2.00 24 Months Free HD Service  -11.99 24 Months Free DVR Service  -9.99 ------------------------------------------------------ Prism™ TV Monthly Charges Total $54.99 ---------------------------------------------------------------------------- Total Internet and Prism monthly charges $118.99 --------------------------------------------------------------------------------...⇄ found that the internet did not have a term contractual promotional discount added at the time of the new install order. However, the promotional discount was credited and an order was placed to add the promotional discounts to the account on 01/23/2017 when Mr. [redacted] called inquiring about the bill statement. After the order was created and completed to add the promotional discount, Mr. [redacted] called back to CenturyLink and had requested his CenturyLink service be disconnected due to being billed nearly 2 months on his first bill. The order was placed with a due date of 01/27/2017. On 02/08/2017, Mr. [redacted] had contacted CenturyLink regarding billing and a agent issued a $240.00 credit for the Prism early termination fee. However the Prism early termination fee had not been billed yet. CenturyLink internet and Prism bill from 2 different systems. The Prism bills from a different system on the 20th of the month (3-4 days for agents to view after) that is then transferred to the internet billing system then billed together from the internet billing system that bills on the 28th of the month (3-4 days for agents to view after). I have to close the Revdex.com case before the Prism bill is available to view. Mr. [redacted] also submitted this complaint through the FCC. I have been in contact with [redacted] (CenturyLink’s Customer Advocacy assigned to the FCC complaint) who confirmed the FCC response date is further out than the Revdex.com response time.  I will follow up and assist with the response on [redacted]’s FCC complaint after the Prism bill is available to view and adjust. I will adjust all charges to reflect the rate for 62 days of provided service (11/27/2016 to 01/27/2017) at the rate of $54.97 + taxes, fees and surcharges. The full balance due will be advised on the FCC response. 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. CenturyLink has closed this complaint as the resolution cannot be completed until after the Revdex.com required response time and the resolution will be provided on the open FCC complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 10, 2015/12/23) */
I have received and reviewed the Revdex.com complaint from [redacted] regarding non returned equipment charges. I have reviewed the account notes and show the equipment has been returned and the charges credited off. We certainly...

understand how this frustrating process could have been avoided by us getting the return boxes to the customer as promised. I have gone ahead and giving the customer a $50.00 courtesy credit to the account which has already posted . CenturyLink would like to apologize once again for this avoidable situation.
Sincerely,
Mr. [redacted]
Initial Consumer Rebuttal /* (2000, 12, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   The credit card company may not have ever received the payment request if the card on the account had expired and the customer didn’t notify us of this; there...

are many things that will prevent payment from going through, that is just one example and one of the main reasons this happens.   The customer has already received an adjustment for the downtime and CenturyLink does not compensate for the time it takes to get issues resolved; only the downtime for products or services those are out of commission and only for the time period they are down.   If the customer is still having issues with any of the services they may contact the manger handling this complaint via the Revdex.com or by email address listed below.   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 [redacted]

Complaint: [redacted]
I am rejecting this response because:I was credited in full by [redacted] months ago for [redacted]s error. Centurylink, however, after promising to re combine my accounts one month, the following month refused, because I had a balance, which I would not have had if they would have combined the bills as promised. I never asked for them separated, conveniently for Centurylink.com's end it happened just as the credit from [redacted] came through. If there was another company to use locally besides cable I would just cancel. With the inadequate hit skip internet service I do get I'm ready to give up on them and take it to the newspaper and TV stations. They shouldn't be able to get away with the harassment and ill treatment I have received from this company. Not the way to treat a disabled woman that is barely surviving. I don't owe a balance on my [redacted], still have a credit balance, I don't owe Centurylink.com. I have been paying the combined total I would owe less their late fees all along. Most likely I have overpaid them. I need this corrected Now, they have had 4 months to correct this from onset. 
Sincerely,
[redacted]

I have reviewed the Revdex.com complaint from [redacted] regarding a disputed early termination fee dispute. I'm happy to see what I can do to help with this dispute unfortunately I can't find the closed account with the information provided via the name or address. Please have the customer...

send the closed account number so I can further assist.Sincerely,Mr.[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 a technician replaced Mr....

[redacted]’s modem to resolve the Prism issues in regards to this complaint. I made contact Mr. [redacted] to assure all concerns had been addressed. In further discussion, I agreed to a onetime credit of $107.88 for full month of service. The agreed credit is inconsideration to all the trouble Mr. [redacted] has had with Prism Service’s. **
CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because:Please note the [redacted] billing posted 1/27/16 (transaction date 1/26/16, reference #[redacted]) is in the amount of $26.94.  The billing for previous months and subsequent months is in the amount of $21.94.  When asked about the difference, the phone attendant attributed it to a $5.00 service charge as described previously.Do you not believe the January billing is $5.00 higher then previous months and subsequent months?  Since it is your billing, those records should be at your disposal.Could you please rationalize why the January billing is $5.00 higher?  If you cannot rationalize it, can you please arrange for a refund of the difference?
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 but contingent on full delivery of promises made by CenturyLink.  Per their response to my complaint, I called CenturyLink on 5/6/2016 at phone number ###-###-#### provided by [redacted].  My call was routed to [redacted] who said my service would be upgraded from 7Mbs to 40Mbs at no increased cost.  I asked [redacted] multiple times to confirm that the cost that I am paying:  Internet, Fees, and Taxes, on my current bill of $38.94.In review of my phone call with CenturyLink on 5/6/2016, the first person who answered was [redacted] and the call was disconnected.  My second phone call was answered by [redacted], and he could not transfer me to [redacted], so I had to start over, and then the call was transfered to [redacted], who put me on hold because the above contacts all said they apologize and that they didn't have the authority.  [redacted] told me she could not remove the "Internet Cost Recovery Fee."  She said and I quote, "will keep the same cost but change the speed to 40Mbs, for two years."  She then gave me instructions that I will need to unplug my modem and re-plug it in to get the change, on Tuesday at 5PM or the following day.  The confirmation number she gave me is [redacted].I am concerned about "Hidden" costs as this is what I feel the "Intenet Cost Recovery" fee increase CenturyLink is blind-siding their customers with.  These fees should be disclosed at the sign-up of service, not added on at-will by CenturyLink increasing the cost for their customers, and I told CenturyLink I feel like they are charging me for my own internet service, plus the cost of infrastructure that has no part of my internet service, in other words, paying for the internet service and infrastructure for customers and future customers alike and I do not feel that that is fair or right.I am also concerned because I got a UPS notification for a shipment from UPS being delivered from CenturyLink and suspect they are sending a modem, which was not mentioned by [redacted] at all.  And if I'm being charged for it this complaint is definitely not resolved.  They cannot charge me for something I didn't agree to.  And the fact no modem was mentioned I do not feel it right if they try to charge me a modem rental fee or charge me in full for a new modem, especially considering that I already bought the advanced modem for my current internet service.Please forward this response to CenturyLink as I am accepting the resolution at this time given that I only have 5 business days to respond, however, I am concerned about their business practice, and I am concerned that they wont deliver on what [redacted], at CenturyLink, has promised me for the resolution because this has happened before and it took a lot of my time to resolve, which is why I filed this complaint with the Revdex.com because I feel that CenturyLink is taking advantage of their customers both at increased cost and at increased frustration with having to navigate their customer service and finally getting the follow-through to resolve the issue whether it be getting service, being overcharged, and CenturyLink setting up the service wrong.I attached my bill, which has the total cost of $38.94/month.  This is the cost per month for 2 years, and they agreed to providing me 40MBs internet service, at no extra cost.  If this is followed trough on CenturyLink's response, my complaint is resolved, but I strongly feel that CenturyLink needs to inform customers of their service cost, fees, and tax at the time of initiation of service, and the costs shall not change for the duration that that service was agreed to by the customer, in my case it was a two-year internet service plan.  Thank you,[redacted]   
Sincerely,
[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint and found the following:   This is a complicated issue regarding the lines and the service changes and requires direct assistance that simply cannot be provided in this forum.   Please have...

the customer contact the Executive Office manager handling the complaint at any of the measns listed below so that the correct resolution can be implemented.   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 [redacted]

Complaint: [redacted]
I am rejecting this response because: CENTRYLINK RESPONSE IS A NEW BILL PROBLEM FOR DEC./JAN. MY BILL WAS TWICE AS MUCH AS IT WAS SUPPOSE TO BE!!! SO THE PROBLEM CONTINUES OF CENTRYLINK NOT GETTING MY BILL RIGHT. THEY HAVE NOT GOTTEN MY BILL RIGHT 13 OUT OF 15 MONTHS. STILL DO NOT HAVE THE PACKAGE I HAD/ WANT. CENTRYLINK STARTS MY PACKAGE OVER AND OVER TO TRY TO GET IT RIGHT AND THEY FAIL EVERY TIME!!!!
Sincerely,
[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by [redacted] [redacted] and found the following:   CenturyLink would be happy to investigate any issues the customer has but is unable to at this time with the information provided in this...

complaint. The Name, the address and phones listed in the complaint did not return any account information. If the customer would still like CenturyLink to assist with this complaint, please have the customer contact the executive office Manager handling this complaint at any of the means listed below. Please have the customer provide the account number or phone number order number on the confirmation letter and ny other info as provided the customer so that we may assist further.   CenturyLink acknowledges the complainants 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

as I believe I stated also my bill was only supposed to be 34.99 for two years and I'm being billed as he showed over 50.00 a month and this company still refuses to transfer you to a supervisor when you ask their people are still rude to you on the phone and it took twenty tries till we found someone being on hold for hours each time till we found someone who knew his job and sent it under warranty but charged us for shipping untill properly compensatedaand billing fixed to what it is supposed to be not exceptableint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

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 verified Ms. [redacted] had a 24-month promotion that...

expired on 11/09/2017. Due to the promo ending, the bill increased by $30.05. She contacted CenturyLink on 11/27/2017 and place an upgrade order to 120 megs, with our price for life promotional discount. Unfortunately, her order went into a held status due to a facility issue. The order contained the new promotion and due to the order being held, the new promotional rate did not reflect on her statements. On 02/05/2018, the facility issue was resolved and we scheduled a technician appointment for 02/09/2018. I have issued a credit of $90.15 to cover from 11/27/2017 to 02/09/2018 for the difference of the billed rate versus the promotional rate. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms. [redacted].AmberCenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from [redacted] regarding a billing and service dispute. I have reviewed the account notes and show the customer spoke to one of our Retention Consultants on 3/22/16 as was given several additional promotions to reduce their monthly bill. If the...

customer still want's to change or disconnect any services they would need to contact our disconnect department via live chat option [redacted] or by calling [redacted]. We apologize for any conflicting information and frustration caused by the changes to their services. Sincerely,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.   Our records indicate an order was issued on September 26, 2016 to upgrade Mr. [redacted]’s Internet speed.  Per the notations, he was incorrectly quoted $29.95 per month before taxes, fees, and surcharges.  As reflected on the October 25, 2016 bill, he is billing at $39.95 per month.   An escalation representative spoke with Mr. [redacted] on January 12, 2017.  The representative offered Mr. [redacted] a $60 credit and a $10 six-month promotional discount.  Mr. [redacted] accepted the offer.   Mr. [redacted] is a valued customer and I apologize he was not treated in this manner.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

09/06/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon receipt of Ms. [redacted]’s Revdex.com complaint, I requested the area plant supervisor review and assist with the burial of the...

line. I was advised that the line has been buried as of 09/02/2016. A ticket has been set to have a cut-over (completion of the buried line) on a due date of 09/07/2016. 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. As this issue is being addressed, CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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. They have been in contact with me and resolving all issues. 
Sincerely,
[redacted]