CenturyLink

CenturyLink appreciates the opportunity to review Ms. [redacted]’s account [redacted].   On March 30, 2015, Ms. [redacted] spoke with a representative and a new promotional discount was added to the account.  The promotion included a twelve-month commitment.  Information regarding...

the Term Commitment, expiring on April 1, 2016, was included on the April 22, 2015 bill.  Ms. [redacted] would have also received a confirmation letter that included this information. As stated on the monthly billing statements, Ms. [redacted] was receiving a reduced monthly rate for her High Speed Internet service because of the twelve-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 Ms. [redacted] called to question the verbal commitment or the associated discounts.  Ms. [redacted] was receiving $34.05 in monthly discounts.  The Early Termination Fee is valid and the charge has been sustained.  CenturyLink regrets any inconvenience Ms. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy

After further review, CenturyLink sustains the original position. The appropriate credits were applied to the account. A check will be mailed within 30-45 days for the payment that was received. Sincerely, Mr. [redacted]

09/05/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of Mrs. [redacted]’ CenturyLink account, I found her account had been disconnected on 08/17/2016 per Mr. [redacted] request on 08/16/2016 to disconnect...

the account. I found the early termination fee was not charged. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mrs. [redacted]’ 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 has already been resolved, CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

05/05/2016CenturyLink 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 Mr. [redacted]’s pricing to the subscribed products to be as followed:Internet and Home Phone86.00...

       Includes internet service for fifty-one dollars       Includes local phone service and features for thirty-five dollars High-Speed Internet Loyal Customer Credit 2 of 12  -10.00 Advanced Lease Modem Discount  -5.00 Internet and Home Phone Promotion Month 2 of 12  -26.05Advanced Modem-Lease 9.99  --------------------------------------------------------------------------------...⇄ and Voice Monthly Charges Total $54.94 (before taxes, fees and surcharges)Prism™ TV Monthly Charges --------------------------------------------------------------------------------...⇄ Service Fee 9.99 Prism HD TV 11.99 Prism Preferred TV 111.99 Prism™ TV Discounts Prism TV Promotional Credit  -5.00 $10 off Prism for 12 Months  -10.00 Prism Additional STB 12 Mos Free  -4.99 SAVE ONLY $10off 12mos Prism  -10.00 Prism TV HD Free for Life  -11.99 Prism Additional STB 12 Mos Free  -5.00 Free DVR Service for Life  -9.99 1st Prism Wireless Set Top Box 9.99 2nd Prism Wireless Set Top Box 9.99----------------------------------------------------------------------------...⇄ TV Monthly Charges Total $96.98 (before taxes, fees and surcharges)---------------------------------------------------------------------...⇄ package pricing $151.92 (before taxes, fees and surcharges)I found no record of the price Mr. [redacted] states was quoted to him at $134.14 including all fees. Prices quoted are an estimation of charges before taxes, fees and surcharges. Unfortunately, CenturyLink customer service cannot quote an exact monthly quote as taxes fees and surcharges vary from state to state, county to county and town to town.All promotional offers, unless otherwise indicated, are limited-time offers. Promotional offers may be limited to specific locations, which may change without notice. (Please see terms and agreements online at www.centurylink.com > legal notice)One-Time or Limited Time Discounts on Monthly Service Rates: Expiration dates on promotional monthly discounts vary. One offer per residential customer. Subscription to multiple services or a term agreement may be required. Customer must continue to subscribe to qualifying service(s) and remain in good credit standing for the duration of the promotion to receive full discount. Discounts will be discontinued, at any time during the promotional period, if any promotional requirements are not in compliance with offer. Credits will appear on the next full invoice after service installation or customer activation of promotion for one or more months of service as outlined in promotional offer. The standard monthly rate for the applicable service(s) will apply after promotional monthly discount expires. May not be combined with other promotional offers or discounts. Discount available on recurring monthly service rate only and not applicable on taxes, fees and surcharges. Other restrictions and limitations may apply.CenturyLink finds the promotional discounts and monthly recurring charges to be valid and has sustained the charges. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because:Century Link did not notify me of any of the payments not going through and they sent out a letter, no email, no call, or text. I receive all of my mail and have not received such supposed letter. This is not regular business practice to not notify a customer and just shut off their cell phone service. I asked for proof of letters and have not received any. I have wasted days on this and refuse to be treated like this.
Sincerely,
[redacted]

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: Prior to this reply, the customer already engaged the executive office with a duplicate complaint. In that complaint the customer already received remedy via that...

complaint issued as follows:   “Thank you for contacting our office regarding your recent experience. Your email was referred to me for a response on behalf of CenturyLink.   I appreciate you giving me the opportunity to further review our handling of your account. I would like to apologize for the less than exemplary service that you feel you recently received from CenturyLink representatives. At CenturyLink, we strive to provide outstanding customer service. Your 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.   After reviewing your email and CenturyLink account, credits for late fee and prorated charges have been issued. The total amount due as of today is $46.01.  Your monthly service charges are $40 plus tax, which should be close to the $45 you’ve been quoted. We apologize for the billing issues you incurred. Yours was not the experience that we strive for daily to provide our customers. Please accept our sincerest apologies for your inconvenience.”   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.   Sincerely,   [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding service outage and credit for downtime. We apologize it took a few days to restore the customer's service and understand how frustrating that would be. Unfortunately there are several reasons the service can go down many of...

which are out of our control our goal is always to restore the service ASAP. I have given the customer a courtesy credit of $50.00 which has already posted to the account they will see it on their next bill.Sincerely,[redacted]

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: Per the customer’s request, CenturyLink will contact the customer on Thursday the 31st of march and go over the bill and any applicable adjustments. Again, 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 appreciates [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 [redacted] ordered internet from...

Centurylink on 06/01/2017 and selected the one year contract with autopay and paperless billing for $29.95 per month. An email confirmation was sent to her email address with the order details. The service was disconnected per [redacted]’s request on 08/23/2017. The billing stopped on that date. The final statement billed the $200 early termination fee (as only 2 months of the 12 month contract were fulfilled) and Centurylink also credited back the portion of the month in advance [redacted] paid ($26.13). CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted] CenturyLink Customer Advocacy Group

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 21, 2016, which upgraded Mr. [redacted]’s Internet speed and added Prism TV services.  This order completed on September 30, 2016.  When the order was issued, the wrong discount codes were used.  Thus, the monthly cost was more than quoted.  Changes have been made to the account to add different discounts.  Auto-Pay and Paperless billing were also added to the account on January 17, 2017.  An Escalation Representative issued a credit for $105 on January 6, 2017.   Mr. [redacted] is a valued customer and I apologize he was not treated in this manner.  CenturyLink regrets any inconvenience he has experienced.   [redacted] CenturyLink Customer Advocacy

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 at this time.  We are currently working together to resolve the issue
Sincerely,
[redacted]

I have reviewed the customer's account and show it's still active they need to speak to our Disconnect Department [redacted].  The notes on the account from 6/23/16 show the customer requested to cancel service but hung up before the order could be processed. This order can only be placed by our disconnect department based on the notes it should be backdated to 6/23/16 when they first called in to have this done. We apologize for the time and frustration this issue has caused. Sincerely,Mr. [redacted]

04/20/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:Upon research of Mr. Earl’s CenturyLink account, I found on 03/13/2016 a request for a credit adjustment to clear the balance on the account to a zero balance was...

issued. On 03/24/2016, the credit posted to the account.As this issue has already been addressed and the charges adjusted, CenturyLink has closed this complaintSincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

06/22/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of Mr. [redacted]’ CenturyLink account, I found the account number was [redacted] before the move of service that completed on 06/03/2016...

and the account number after the move is [redacted] Mr. [redacted]’ CenturyLink account had been placed on suspension for non-payment on 06/07/2016. Mr. [redacted] made a payment towards his account on 06/09/2016. However, due to an error within the order to restore service (the error was due to account number changes) the account showed as restored to CenturyLink customer service and financial service agents. The error was not found out until Mr. [redacted] spoke with CenturyLink repair whose system showed still suspended. Multiple orders were placed to try to resolve the issue however there was difficulties due to the original error.  I had contacted CenturyLink’s support to team to confirm Mr. [redacted]’ service was working (the last order on the account reflected completed). I was advised that service has been working and active since 06/17/2016. As the service has been restored and is working, I have issued a credit adjustment for the amount of $7.49 ($31.94 monthly charges / 30 days within a bill cycle = $1.07 x 7 days out of service (06/10/2016 -06/17/2016) = $7.49) for out of service credit (not including the valid suspended days of 06/07/2016 – 06/09/2016). CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr. [redacted]’ 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.  Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Mr. [redacted]’s comments regarding his recent experience.  His comments will be shared with the appropriate group for further review.  I regret we have lost him as a customer.   [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Ms. [redacted]’ account, [redacted].   Our records indicate Ms. [redacted] spoke with a representative on April 14, 2014 to move her service to a new address.  At this time, her CenturyLink account was combined billed with a [redacted]...

account.  Orders were issued to move the CenturyLink service to the new address.  Ms. [redacted] would have been advised to contact [redacted] to move or disconnect the [redacted] service.  Due to contractual obligation, CenturyLink is unable to issue these types of [redacted] orders.   Ms. [redacted]’ CenturyLink account continued to bill for [redacted] (May and June), as the accounts were still set up for combined billing.  The [redacted] service was suspended for non-payment on May 28, 2014.  The [redacted] service was restored on June 12, 2014, so an order could be issued to remove combined billing.  There are no notations on the account that would indicate Ms. [redacted]’ requested the combined billing removed prior to June 12, 2014.   CenturyLink has paid [redacted] for the changes that appeared on Ms. [redacted]’ account.  The charges are valid and have been sustained.  CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/07/13) */
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 of Mr. [redacted]'s services, records indicate the following orders:
April 9, 2015 order NXXXXXXXX established DSL services
April 10, 2015 order RXXXXXXXX established monthly modem rental fee of $ 7.99
May 27, 2015 order CXXXXXXXX was issued to interrupt services for Non-Payment
June 8, 2015 order DXXXXXXXX a complete disconnection of service was issued and dated back to May 27, 2015 when the service had been interrupted for non-payment.
Mr. [redacted] indicates he returned the CenturyLink Modem Rental in June and provided the tracking number. However, when I checked both CenturyLink along with UPS tracking it does not indicate the equipment has been received.
Based on CenturyLink and UPS records the modem had been delivered on April 8, 2015 and left at the front door.
Tracking Number: 1ZX738XXXXXXXXXXXX
Service: UPS Ground
Weight: 2.00 lbs
Shipped/Billed On: 04/06/2015
Delivered On: 04/08/XXXX X:XX P.M.
Delivered To: CIRCLE PINES, MN, US
Left At: Front Door
Thank you for giving us this opportunity to serve you.
Sincerely,
UPS
Based on CenturyLink records I do not see where a technician was requested to check why the DSL was not working. If a problem was on the CenturyLink side there is no charge however, if the problem was on the Customer's side of the demarc we do have a trouble isolation fee. Additional fees would be incurred should CenturyLink go inside the residence to repair a jack and/or any inside wiring.
As a courtesy, I have adjusted the final bill of $ 295.03 and notified Collections to cease any activity on the account. However, there is a possibility Mr. [redacted] might be billed for the Modem since it was not received within the 30 day time frame based on CenturyLink's Terms and Conditions.
I apologize for any inconvenience Mr. [redacted] experienced and that CenturyLink lost a Valued
Customer.
Regards,
[redacted]
Customer Advocacy Manager
Initial Consumer Rebuttal /* (3000, 6, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Upon review of the response from "[redacted] at Century Link, I do not accept her response. I do have the UPS tracking number and proof of delivery which I will attach to this response. It was my error of UPS tracking number that I supplied in my first response. The tracking number is 1ZX738XXXXXXXXXXXX as stated above I will attach the proof of delivery.
Please expedite the credit of this and send me a $0.00 balance letter.
I appreciate the response sent by "[redacted] but I must say, I am just one of so many people, perhaps thousands that have had issues with Century Link. The reputation of Century Link is their poor customer service, hold times etc. So when "[redacted] says Century Link "lost a valued customer" I have to believe that same empty statement has been given to the thousands that complain. "[redacted] have you or your superiors ever looked at the amount of complaints that are the same day in and day out? How many times have you written that same meaningless statement? Here is a novel idea: DO NOT use statements like "Century Link strives to provide outstanding customer service" This is well known that this isn't the case. Has the corporate eschelon ever looked at the "1709 complaints by Consumer Affairs"? Or the FCC's website? Those tell a very different story about your customer service. Perhaps if you just were honest and said "we could care less about the customer and if you want to complain, complain. We have deep pockets from the customers that don't complain that after wasting your time, we'll pay up. Is this really what you call valuing a customer?
Sincerely,
[redacted]
Final Business Response /* (4000, 8, 2015/07/24) */
CenturyLink appreciates the additional feedback from Mr. [redacted]. However, I am not able to send a revised statement reflecting a zero balance as the account is closed.
On July 13, 2015 I issued an adjustment of $ 295.03 which zeroed out the account and has a record number XXXXXXXX associated with the adjustment.
The outside collection agency was notified to cease all collections and remove any reporting history. June's monthly statement reflected a balance of $ 295.03 minus the adjustment of $ 295.03 I placed on the account July 13, 2015, leaves a zero balance.
I am hopeful this will assist Mr. [redacted] with the information he is seeking.
Regards,
[redacted]
Customer Advocacy Manager
Final Consumer Response /* (2000, 10, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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.In regards to her online payment issues, Ms. [redacted] has...

received the response CenturyLink sent through the Attorney General as she filed a complaint with them previously. I would advise her to review that letter. In regards to the telephone assistance program, each year customers are required to recertify to continue to receive telephone assistance benefits from the government. Due to not recertifying, Ms. [redacted]’s telephone assistance was removed on 03/22/2018. Her bills print on the 19th of every month., therefore her March bill had printed prior to the removal. The 04/19/2018 billing statement reflects the removal of the program on 03/22/2018 and includes the related back charges to that 03/23/2018. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms. [redacted].AmberCenturyLink Customer Advocacy Group

CenturyLink has reviewed our previous response to Ms. [redacted].  Ms. [redacted] did not provide any new information regarding her complaint.  After careful consideration, we believe our original investigation and response to be valid.  Any new information regarding her complaint should be addressed to CenturyLink representative who investigate the Attorney General of [redacted] (#[redacted]) complaint.   [redacted]
[redacted]

09/06/2016 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 the complaint was already resolved on 09/03/2016. Ms. [redacted] utilized CenturyLink’s click to chat for...

the same complaint. The agent she conversed with issued a credit for the equipment and left the account with a zero balance. I apologize for any inconvenience this may have caused. As this complaint was already resolved, CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care