CenturyLink

CenturyLink appreciates the opportunity to review Ms. [redacted]’s account, [redacted].   Our records indicate the account was established on July 31, 2015.  The CenturyLink Internet service was on a promotion that includes auto pay and paperless billing to get the $29.95 monthly...

rate.  The August 4, 2015 bill reflected the $29.95 rate before taxes, fees, and surcharges. The September 4, 2015 bill, which included [redacted], reflected a balance due for $133.91.  Since auto pay and paperless was not on the account, the Internet service billed at $39.95 before taxes, fees, and surcharges.  In addition, the [redacted] portion of the bill reflected service for a full and partial month of service.  Thus, the monthly cost was higher than expected. Auto pay and paperless billing was added to the account.  The October 4, 2015 bill reflects Internet billing at $29.95 per month and [redacted] was $46.49 for a total of $76.44, before taxes, fees, and surcharges.  This is less than the $89 Ms. [redacted] claims she was quoted.  The total amount due was less, as the bill also included a [redacted] credit.  The November 4, 2015 bill was high, as the HBO promotional discount had expired.  [redacted] was removed from joint billing on November 13, 2015. The December 4, 2015 bill reflects charges for Internet service only.  However, it also reflects a past due balance for $81, as we only received a payment for $90.17 for the November bill, which reflects a total amount due of $171.17.  The total amount due from the December bill was $112.65.  A payment for $112.65 was received on December 26, 2015.  On January 18, 2016, we received a chargeback from the bank for $112.65.  Thus, this amount was added back to the account.  The February 4, 2016 bill reflects a debit for $112.65 for the chargeback.  The account was disconnected on March 21, 2016 for non-payment.  The March 22, 2016 Closing bill correctly reflects an Early Termination Charge for $89.85.  Information regarding Ms. [redacted] term commitment is on the monthly statement.  In an effort to satisfy, a credit for $89.85 was applied to the account on March 31, 2016.  The current balance due is $129.10.  Since Ms. [redacted]’s [redacted] account is no longer combined with her CenturyLink account, any credits from [redacted] will not be reflected on the CenturyLink bill.  Any questions or concerns regarding her [redacted] account or [redacted] early termination fees would need to be addressed with [redacted].  CenturyLink regret any inconvenience Mr. [redacted] has experienced.  [redacted] CenturyLink Customer Advocacy

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

and, to improve customer service, will be investigated.    Our records indicate Ms. [redacted] made an online payment for $115.41 on March 11, 2018.  On March 14, 2018, the payment was rejected by the bank with a notation ‘no account unable to locate’.    Ms. [redacted] account was suspended for non-payment on March 15, 2018.  At the time of the suspension, the account had a past due balance of $110, new charges for $121.41, for a total amount due of $231.41.  This information is reflected on the February 16, 2018 bill.   Ms. [redacted] spoke with several representative on March 15, 2018.  A payment for $115 was received and the service was restored.  This payment correctly included a $3.50 convenience fee.  In addition, she was advised the account would be billed a $20 return payment fee for the rejected payment.   In an effort to satisfy, adjustments were made to the account on March 15, 2018.  A credit for the convenience fee ($4.02) was issued, a credit for the return payment fee ($22.92) was issued, and a credit for the late payment charge ($9.62) was issued.  All credits were reflected on pages 5 and 6 of the March 16, 2018 bill.  In addition, Ms. [redacted] spoke with a representative on March 18, 2018 and an additional $20 credit was applied for the return payment charge.  Thus, Ms. [redacted] received credit for two return payment charges but was only billed for one.   On April 5, 2018, Ms. [redacted] spoke with a representative regarding the credits.  She was incorrectly advised that all credits, totaling $56.56, would be on the April 16, 2018 bill.  The credit Ms. [redacted] was promised on March 15th are on the March 16, 2018 bill.  The credit for $20 which was applied on March 18th, should be reflected on the April bill.  I apologize for the miscommunication.  I have attached a copy of the March 16, 2018 bill for Ms. [redacted] review.    Margaret CenturyLink Customer Advocacy

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 this issue has previously been handled and resolved. [redacted] also sent an email to our executive office and...

an executive office manager reached out to [redacted] and agreed to credit the restoral charge as a one time courtesy.  [redacted] had left her contact information for [redacted] should she have any further questions or concerns as she is the single point of contact regarding this issue. to ensure our customers have the highest degree of consistency and experience. Centurylink apologizes about the frustration encountered. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: It's obvious that CenturyLink is willing to do nothing; and will just sweep this under the table as they have done so many times in the past... I will make sure I move all my elderly customers (as well as all other customer of my business) away from CenturyLink services. They're unwillingness to tell me how they are going to address this insult to both me and my customer says enough. Revdex.com; as you can see; they are unwilling to explain how they will address this.. This is substandard customer service. Their rating should reflect this fact.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/14) */
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 have verified Mr. [redacted] asked for new phone service on June 12, 2015, later canceled the original order on June 13, 2015. I made contact with Mr. [redacted], educated findings and advised Mr. [redacted] will need to place new order for service. Mr. [redacted] did not have time to place order for new service, will callback at later time.
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (3000, 8, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In addition to the fact that we never "canceled" an order, The alleged contact where I stated that I did not have time to complete another order, is taken out of context, my comment was (& is) that I started this process in May & would like an explanation as to what the problem was. I sent you a addendum on Friday 14 August where I stated that I in fact DID put in another order after being told that there were THREE (3) orders on file since May. The agent, Oscar, had no explanation for this phenomenon & suggested I put in another order
& he would cancel the other three???? which I did. I was then told I would hear from Cent Link by Tuesday, (18) which I did not. I called today (20th) & was told they are waiting to hear from our current carrier releasing the phone numbers but I would hear back from them (Cent Link, [redacted]) in four hours, that was 7 hours ago. I will follow up with you if/when I hear from Cent Link again.
Final Business Response /* (4000, 20, 2015/10/02) */
On Tuesday, September 29, 2015,
I advised Mr. [redacted] agreed to release his service order to CenturyLink for Thursday, October 1, 2015. I agreed to have a tech go out there and complete the order on that release date.
Please be advised all service orders have been complete as of October 1, 2015. All services are working with CenturyLink. Please close this complaint as all concerns have been addressed.
**
Customer Advocacy Group
Final Consumer Response /* (2000, 22, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
AS I stated in the initial complaint, this part of the country has limited services pertaining to Internet & phone service. This leads to a "take it or leave it" attitude on the part of the providers. We needed positive reliable land line service which is only available through Century Link. I believe this accounts for the reason it took FOUR MONTHS to secure service. We do have service as of October 1ST. To date we have not had so much as a basic apology or explanation as to the reason for this delay. If I had a choice I would have land line service elsewhere.

Initial Business Response /* (1000, 4, 2015/08/30) */
Due to site access issues the reply to this complaint will be addressed on 08/30/2015. CenturyLink apologizes for this issue but will reply at that stated date.
CenturyLink apologizes for any inconvenience this may cause.
Sincerely,
[redacted]...

[redacted]
Executive Regulatory Escalations Analyst
CenturyLink Customer Advocacy
Consumer/Small Business Sales and Care
XXX-XXX-XXXX
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The 'official' response from Century Link was non-conclusive and offered no resolution to my complaint. Century Link has only taken the responsibility off their own shoulders and pointed the finger at 'site access issues'. It is as if they didn't even read the content of my original complaint. In any case, I checked back on my account last week and the new fees have been deducted and I was told that a refund check of remaining balance has been issued. I hope this will resolve all issues I've had with Century Link.

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.
Thank you for the assistance.  After numerous phone calls to Clink and email interactions, the discounts promised us are in place.  There is no way that a typical American would have the time or motivation to do the work that my wife and I did.  In the end, we saved almost $70 per month on our bill.  These were all discounts that Clink should have automatically put in place - not that I should have had to grovel over.  Thanks again for having my back!
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by CenturyLink in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, pending verification that any negative credit references have been removed from our records.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: If you read my response to your initial response I stated when I called to cancel my service your customer service representative not on one occasion but 3 told me I was current and my service was disconnected. I also stated that if I owe that balance of $356.82 I will gladly pay it and clear the balance owed for service I used. I do not skip out on my bills, if the representative would have told me when I called at any point I had a balance I would have taken care of it then. I will not however pay for months I did not live there or equipment I returned.
Sincerely,
[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 credited Mr. [redacted]’s account the...

disputed $14 late payment charges. A revised bill will be sent out to Mr. [redacted] in the next 14 days. All collections will be suspended for the next 30 days as Mr. [redacted]’s account has been noted. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. ** Customer Advocacy Group

CenturyLink appreciates [redacted] giving us the opportunity to review our handling of her account, [redacted].  From the information I have been provided by our Broadband Escalations Group, [redacted] is currently in an area that is experiencing Bandwidth Exhaust.  Customers in this...

market may experience slow speeds, packet loss and latency during peak hours.  Currently, there is not a pending job for improvements but a job may be scheduled in the future.  CenturyLink regrets any inconvenience [redacted] has experienced.   [redacted] Customer Advocacy Group

CenturyLink appreciates [redacted] giving us the opportunity to review our handling of her installation orders.  I would like to apologize for the less than exemplary service that [redacted] recently received from CenturyLink representatives.  Her 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 [redacted]’s service was installed on September 15, 2017 and the account number is [redacted].  I will monitor [redacted]’s account and adjust the CenturyLink charges on her first bill, once it has been issued.  [redacted] is valued customer and I apologize she was not treated in this manner.  CenturyLink regrets any inconvenience [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

I have reviewed the billing complaint from [redacted] regarding a dispute for equipment charges and early termination fees. I reviewed the account history and notes showing  the customer was charged for a warranty replacement modem not returned to us within the 30 day time...

period. The customer didn't use the pre paid return label that was sent with the replacement modem we issued another one on 4/3/2017. Once the modem is returned we can then issue a credit for the returned equipment. The customer has had our internet service for several years with very few service issues per our trouble ticket reporting database. They have renewed their service agreements several times in exchange for a promotional rates with a time commitment of service. Their current service agreement was scheduled to expire on 12/23/17 since they canceled early they were charged a valid early termination fee. Based on my findings there are no credits due to this closed account the remaining charges are valid and sustained. We apologize for any frustration this has caused.  Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:This is an empty apology. Review m account. I have always been getting treated poorly. Pull all the calls. All recent calls. I’ve been a customer d a log time. Almost 10 years. I have been treated poorly and in a racist way. My service does my work righ and when I get service calls nobody shows up even tough they have me take my time waiting for me to arrive. Has happened the last two ones. No call no email nothing regarding the status.  
Sincerely,
[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Extensive notations on the account indicate the customer account in good faith and as such has issued and adjustment in the amount of $319.74, reference number #[redacted]. This addresses both eh...

$200.00 early termination fee and remaining charges for non returned equipment which has been verified returned as of January 21st, 2016. Please allow up to 30 days for the difference to reflect on the final revised bill and subsequent refund check for the difference of $210.15. 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:  I had to contact Century Link twice after I filed this complaint to finally get the voice mail service reconnected and working.  The voice mail service should not have been terminated because it was included in the package.  I still believe that as a long time paying customer the treatment from them and service has a lot to be desired.  I am not satisfied at all with their service the last two years.  I am very unhappy about the numerous monthly changes and having to contact them yearly to keep the monthly fee at a consistent amount which keeps going up.
Sincerely,
[redacted]

1/12/16:Centurylink has reviewed the customers complaint regarding [redacted] cards will no longer be accepted as a form of payment. Customers were advised on their October billing statement Centurylink would no longer being accepting [redacted] cards after November. I have include...

what was included with the customers bills: The customer was also advised on their November bills we would be hiring another company to process our payments. The customers account does not reflect they were billed a late payment charge or the service was interrupted. It is the customers responsibility to review their bills for changes and accuracy of the billing. The customer was given a thirty day notice regarding the changes. Centurylink apologizes for the poor customers service received regarding this matter.[redacted]/Centurylink Manager October bill:Effective November 1, 2015, we will no longer accept the [redacted] credit card for any¦¦ transaction, including bill payments. If you currently pay your CenturyLink bill with an [redacted] credit card, please visit the CenturyLink website listed in the directions below to learn¦¦ about alternative ways to pay your bill, including payments online, by phone, by mail, in person or¦¦ set up an automatic, monthly payment. ACH payments, Visa, MasterCard, and/or Discover are still¦¦ acceptable payment methods at this time.¦¦¦¦ If you currently pay your CenturyLink bill with an [redacted] credit card, please be sure to¦¦ change your AutoPay payment method as soon as possible to avoid any disruption to your monthly¦¦ payments. Your prompt attention to this matter is appreciated.¦¦¦¦ You may provide another form of payment by following these simple steps:¦¦ Go to www.centurylink.com/help.¦¦ Type AutoPay in the Find Answers box.¦¦ Click on How to change your AutoPay payment information.¦¦ This is where you can update your payment method.¦¦ November bill:On or about November 22, 2015, CenturyLink will contract with [redacted] Speedpay to¦¦ provide additional bill payment services. Under this service, you may pay your bill using your¦¦ Mastercard, Visa or Discover card, or your ATM or debit card with the STAR, PULSE, NYCE or¦¦ Accel logo. A convenience fee will apply for all one-time payments. The convenience fee is in¦¦ addition to any fees charged by your financial institution. CenturyLink will not retain this fee. All¦¦ other payment methods, including electronic payment using your checking or savings account or a¦¦ one-time check payment option, remain unchanged. If you have any questions, please visit us at¦¦ www.centurylink.com/help or contact us at [redacted]. Thank you for choosing CenturyLink for¦¦ your communication needs-we value you as our customer.

04/15/2016 CenturyLink has reviewed our previous responses to Mrs. [redacted]’s issue. After careful consideration, we find our original investigation and response to be valid.  CenturyLink has closed this complaint. Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account, [redacted].  Our records indicate this account was established on May 27, 2015 in Mr. [redacted]’s name and disconnected on July 2, 2015.  In an effort to satisfy, a credit for $284.42 was applied to...

the account on February 15, 2016.  The account currently reflects a zero balance due.  [redacted] CenturyLink Customer Advocacy

06/22/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of Ms. [redacted]’ CenturyLink account, I found when Ms. [redacted] CenturyLink received an order from another provider to release Ms. [redacted]’...

phone number on 02/09/2016 to the other provider. Ms. [redacted] called CenturyLink on 02/06/2016 and advised she wanted the internet disconnected as well. An order was placed to disconnect the internet on 02/10/2016 (as to not interfere with the order to release the number to the other provider). During the release and the internet remaining for 1 additional day, this generated a differed account number as the phone was released (same account with new account number of [redacted]). When the phone was ported, there was a past due balance for the timeframe of 01/07/2016 to 01/06/2016. The total amount due on Ms. [redacted]’ CenturyLink account includes phone and internet charges from 01/07/2016 to 02/09/2016, late fees, long distance fees (bills a month behind), taxes, fees and surcharges. I have provided clips of the both account numbers reflecting the past due balance:____________________________________________ Account [redacted]Billing Date Jan 07, 2016 Previous Balance $217.17 Payment Received 12/21/2015 $104.69Payment Received 01/06/2015 $112.48New Charges $104.99 ------------------------------------------ Total Amount Due $104.99 ____________________________________________ Account [redacted]Billing Date Feb 07, 2016 Previous Balance $104.99 New Charges $113.86 ------------------------------------------ Total Amount Due $218.85 ____________________________________________  Billing after the phone number was released to the other provider____________________________________________ Account [redacted] Billing Date Feb 10, 2016 Previous Balance $218.85 New Charges $-90.48 ------------------------------------------ Total Amount Due $128.37 ____________________________________________  Account [redacted] Billing Date Mar 07, 2016 Previous Balance $128.37 New Charges $1.16 (last of the long distance taxes and fees)------------------------------------------ Total Amount Due $129.53 (total balance due includes phone and internet charges from 01/07/2016 to 02/09/2016, late fees, long distance fees (bills a month behind), taxes, fees and surcharges) ____________________________________________ As shown above, Ms. [redacted] is responsible for the service provided before the release of her number to another provider which includes phone and internet charges from 01/07/2016 to 02/09/2016, late fees, long distance fees (bills a month behind), taxes, fees and surcharges, totaling a balance of $129.53. CenturyLink has sustained the balance due and has closed this complaint.  Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care