CenturyLink

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: Having provided additional information which does indicate that the customer returned the modem to a CenturyLink retail location an order to remove the lease fee has been issued and an adjustment negating the previous fees has been issued. 7 days down time comes to $16.77 which has also been adjusted. The removal of the lease fee and the adjustment for the downtime should appear on the next bill that post april 7th, 2016 CenturyLink appreciates the additional information and will use to help coach the individuals who were not trained to deceive but simply made an error in judgment and went outside the normal process to try and assist the customer but ended up creating this scenario where the customer had to endure difficulty in redressing the issue. 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

05/10/2016CenturyLink 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 records that Mr. [redacted] ordered 2 business phones and 10m high speed internet with pricing as...

follows:CenturyLink Business Bundle Primary Line          Phone, features, long distance and internet $89.99 with a -$10.00 12 month internet promotion = $79.99 (before taxes, fees and surcharges)CenturyLink Business Bundle Additional Line          Additional phone line $29.99 (before taxes, fees and surcharges)This is what Mr. [redacted] is being charged on a monthly basis. Mr. [redacted] does qualify for an additional $5.00 off per month by registering for CenturyLink’s Auto pay and Paperless billing.Unfortunately, CenturyLink agents cannot quote an exact amount including taxes, fees and surcharges as the percentages change state to state, county to county and month to month without notification. If asked, an agent may attempt to estimate the amount but this not considered a valid quote (no CenturyLink system calculates the taxes, fees or surcharges to agents). This would be why Mr. [redacted] is receiving different estimated quotes. Mr. [redacted]’s 05/02/2016 statement balance was $166.70 and the 04/02/2016 statement balance was $161.35 (price difference due to removal of the CenturyLink Auto Pay and Paperless Billing $5.00 promotion added to the first few bills as a courtesy then removed when customer’s do not register for CenturyLink Auto Pay and Paperless billing). The statement balances may fluctuate on a month to month basis due to taxes, fees and surcharges.I found Mr. [redacted] was not advised of the fee for the lease of the modem/router, however that issue was resolved in March with a removal of the monthly fee and a credit for the charges already billed for the modem router.As Mr. [redacted] is being billed the quoted amount currently (before taxes, fees and surcharges), CenturyLink finds no current billing mis-quote of pricing. CenturyLink has closed this complaint. Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Mr. [redacted] was sent a letter on April 12, 2016 though our FCC process. The letter addressed to Mr. [redacted], addressed all concerns in his last response. The final account in concern is at a zero balance and all collections have been suspended. Enclosed is the letter sent to Mr. [redacted], April 14, 2016  [redacted]  Re: [redacted] [redacted] [redacted]Notice of Informal Complaint, Serve Date 03/31/2016  Ms. [redacted] CenturyLink has completed a review of the complaint filed by [redacted]. In the complaint, Mr. [redacted] indicated that he has an unresolved final bill dispute with CenturyLink.I apologize for any inconvenience this matter caused Mr. [redacted]. CenturyLink appreciates Mr. [redacted]’s feedback and his comments have been documented.CenturyLink account number[redacted]-[redacted]-[redacted]was cancelled September 30, 2015 with an Effective Bill Date of August 14, 2015. The Final Bill was dated October 9, 2015 for $206.98. On March 11, 2016, credits totaling $206.98 were applied to the final account. A Revised Final Bill was issued April 9, 2016 for $216.28, which included charges for modem equipment billed in error. Please be advised a credit of $216.28 has been issued and the account balance is now $0.CenturyLink appreciates the opportunity to review this matter. Sincerely,  [redacted]

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 representatives need to know the negative impact we have on customers when we fail to do our jobs well. Our records indicate Ms. [redacted] spoke with a representative on April 20, 2016.  A credit for $105.99 was applied to the account for the unreturned modem charge.  CenturyLink regrets any inconvenience Ms. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Ms. [redacted] account, [redacted].   Our records indicate Ms. [redacted] initiated an Electronic Funds Transfer on January 24, 2018.  The $90 payment was rejected by the bank on January 30, 2018 with the notation ‘no account unable...

to locate’.  Ms. [redacted] account was suspended for non-payment on January 31, 2018 and Ms. Dickey disconnected the account on February 2, 2018.   Ms. [redacted] February 16, 2018 Closing bill correctly reflects a $25 return payment charge.  While the charge is valid and Ms. Dickey had been billed the return payment charge in the past, CenturyLink has agreed to adjust the charge.  A credit for $25 was issued on April 10, 2018.  The account currently reflects a zero-balance due.   Margaret CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because: I've made the payment, I logged in to try and get my account set up again, just like [redacted] has stated that my account got reset and my [redacted] and password still log me into someone else account. I tried to register AGAIN my account # [redacted] and it says its already register therefore I cant do it again. So no I'm not pleased this needs to get resolve immediately at this point. If I cant set that auto pay I loose my discount that I've been fighting for since august and not just that this is just such an inconvenience from  the beginning all we get is an I'm sorry. when I have to take time of off work to deal with this. I've never been so frustrated with a company before. I mean [redacted] sucked but at least they resolved my issues and they got paid and everything was going correctly.     
Sincerely,
[redacted]

I have received a copy of the Revdex.com complaint filed by Ms. [redacted], regarding her billing dispute. After review of the account, on March 14, 2016 a $99.99 credit was issued, for the modem rental. In addition, a credit of $114.58 was applied on March 15, 2016. Ms....

[redacted] was mailed a refund check For $63.13 on April 4, 2016. This issue is resolved. CenturyLink apologizes for any confusion. Sincerely, Ms. [redacted] CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because:I did not have a contract.  I was on automatic pay so the final bill was taken from my account. I still want my $200 back for terminating a contract I did not have! 
Sincerely
[redacted]

Complaint: [redacted]
I am rejecting this response because I requested Century LINK TO END MY SERVICE April 1st and they did not. I contacted Century Link several times since. Once a woman stated she would send me a package to return monitir and I never received the return package.I also called several times to have my account closed and I was transferred to someone else that never answered. I was also told by person that answered the phone that they could NOT close my account because money was owed on my account so they would have to transfer to a special team who would not answer or they would hear my complaint and then hang up.I am NOT paying Century Link any money.
Sincerely,
[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a missing payment and a lease vrs purchase modem issue. I have reviewed the account and show credits have been issued to cover the modem lease charges a order has completed to convert it to a purchase. I don't show we...

have received any payments to the account the notes suggest the customer needs to contact our Credit Department to provide additional banking information [redacted]. We apologize for the time spent and frustration these issues have caused and are happy to further assist as needed. Sincerely,[redacted]

05/24/2016CenturyLink has reviewed our previous responses to Mr. [redacted]’s issue. After careful consideration, we find our original investigation and response to be valid. Once the balance is paid, Mr. [redacted] may request new service to be installed. CenturyLink has closed this complaint. Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because:This is a blatant lie.  I initially spoke with a CL customer service rep and was told my current contract included a higher bandwidth than we currently had but that to get the higher bandwidth a visit from repairman was needed to switch the DSL line from one of our business landlines to another.  I specifically asked if this meant a change to our current contract and was assured that it didn't.  I am through replying to CenturyLink's lies in this matter.  The Revdex.com can chose to believe me or not.
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. I made contact with Mr. [redacted], We reviewed the Cost Recovery...

Fee and all Monthly Recurring charges. Mr. [redacted] has come to an understanding of his CenturyLink billing. Inconsideration with Mr. [redacted]’s installation concerns, I have agreed to a onetime adjust of $123.98 to cover the installation charge and half a month’s billing. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. ** CenturyLink Customer Advocacy Group

CenturyLink appreciates Mrs. [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 Mrs. [redacted] had a move order...

scheduled for 12/12/2017. Due to a CenturyLink error, the service was not connected properly. On 12/19/2107, Mrs. [redacted] requested the order be cancelled. The service was then re-ordered that same day and began working on 12/21/2017. An agent issued a credit of $40 due to the inconvenience. Mrs. [redacted] requested a larger credit due to loss of work. CenturyLink apologizes for the service issues and the time she spent attempting to get her service working, but we do not issue credits for loss of income or missed work. I reviewed Mrs. [redacted]’s billing and found that for the first three months of service (May, June and July) she was billed $34.95 for a phone line. She only requested internet. A credit of $55.97 was issued on 08/14/2017 and an order was issued to remove the line. That order was back dated to 07/26/2017, creating a credit for the line charges billed in July. Her bill date is the 23rd of each month. The amount billed for two months and three days (07/23/2017 to 07/26/2017) was $73.48. I issued a credit of $17.51 for the difference between what had been credited, $55.97 and what was billed, $73.48. I also issued a credit of $10.50, for loss of service from 12/12/2017-12/19/2017. On Mrs. [redacted]’s November 23rd statement, she was billed $99.99 plus tax, $106.74, for an unreturned modem. This was done in error and was credited back on her December 23rd statement. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mrs. [redacted]. Amber CenturyLink Customer Advocacy Group Tell us why here...

To whom it may concern:   CenturyLink appreciates the opportunity to review the issues or concerns regarding this rejection. Contrary to the statements in this rejection, the problem was looked into and unfortunately, some field issues can’t always be isolated using the internal technical systems. There was a review and consultation internally and the technical information at the time this was researched this complaint did not indicate or substantiate the customer s claim. As a consideration for the other issues the customer had trying to get the issues or concerns addressed, CenturyLink has issued and adjustment of $100.00 towards the customer’s account.   Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[redacted]

04/22/2016CenturyLink 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 no billing errors. CenturyLink bills a month in advance. The first bill statement includes charges for a...

month in advance: for the timeframe of 03/17/2016 to 04/16/2016 at $34.95 (12 month contractual promotional price with requirement of autopay), prorated charges (charges for service provided before the first bill cycle) from 02/29/2016 to 03/16/2016 at standard rate (promotional discount are issued a month in advance beginning with the first month in advance on through the to the end of the 12 month timeframe), leased equipment (prorated and a month in advance), shipping for leased equipment, internet activation fee, taxes, fees and surcharges.On 03/23/2016, Mr. [redacted] called about his first bill statement, he was advised of the above information and an agent adjusted the activation fee.I also had the original call reviewed and found that Mr. [redacted] was advised of all the above information during the call.As there have been no billing errors and the activation fee was adjusted already, CenturyLink finds this complaint to be closed.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/09/11) */
09/11/2015
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 account records that the new install order...

should have been canceled. I apologize that it was not and continued to this point. I have applied a credit to the account leaving a zero balance and contacted CenturyLink collections to have Ms. [redacted]'s account removed from further collections attempts (allow up to 30 days for any correspondence or calls to completely stop).
As the account is now has zero balance and collections have been notified to cease collection attempts, CenturyLink finds this issue to be resolved.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
CenturyLink has said to have cancelled the account (finally) and stopped the collections notices as I have asked, so I find the matter closed as long as they live up to the above action.

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a billing dispute. After investigation of Mr. [redacted]'s account it has been found that his current internet pricing before taxes or fees is billing at $42 a month. Mr. [redacted] has...

an opportunity for an additional $10.00 off a month (as long as he maintains the internet package) by setting up auto pay through his checking account or credit/debit card. This may be set up through CenturyLink online MyAccount at www.centurylink.com/myaccount (a MyAccount will need be set up by following the prompts) or through the back of the payment remittent slip by filling out the information for auto pay and sent in with current month payment. Keep in mind that autopay may take 1-2 bill cycles to complete and the additional promotion will not begin until the bill reflects the auto payment on the account. Mr. [redacted]s internet will bill at $32 a month when the auto payment requirement is met. As far as the [redacted] pricing we have no control over [redacted]'s pricing. He needs to contact [redacted] and inquire about why his billing with them has increased. They can be reached by calling [redacted]Sincerely, Mr. [redacted]

Complaint: [redacted]
I am rejecting this response because:  I HAVE NEVER ONCE BEEN ADVISED OF WAYS TO REDUCE MY BILL OR EVER BEEN TOLD ABOUT WAYS TO RECIEVE THAR CREDIT! THAT IS A LIE!!! AND I HAVE EMAILED NUMOROUSE TIMES ABOUT BEING HUNG UP ON OR BEING DISCONNECTED OR WAITING ON HOLD FOR UP TO 26 MINUTES!!! THEY NEVER RESPOND BACK EVER.  ALL I WANTED WAS CHEAPER OPTIONS.  THEY SAY 29.99 BUT ANOTHER 10.00 FOR THIS AND THAT ANS MY BILL IS ALMOST 60.00 EACH MONTH! I JUST WANTED A CHEAPER OPTION! 
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.
They gave me internet after all so it must not be exsausted. Thanks for the help.
Sincerely,
[redacted]