CenturyLink

Complaint: [redacted]
I am rejecting this response because:
I never agreed to a telephone bill over $59 before taxes.  The same scheme is happening with my internet only account.  I called for the $29 internet price, it was explained to me that it was really $44 and change after allowing them to get whatever they want from my checking account and getting my own modem...fine.  I took the offer at some $61.  Now the bill comes and the actual amount called "package charges" amount to $102.32!!!?  I never heard about, or agreed to an internet connection costing $102 every month...but now they can charge me that as I am sure they will by removing the previously unmentioned "discounts"...AGAIN.  I have never encountered such business practices.  A consumer should be able to sign up for a service and be able to depend on meeting their budget demands, without all this phoney " discount" nonsense.  And why am I being charged $7.70 in taxes for phone service I haven't had since July????  (Pg 5 of bill) And why am I being charged $7.70 in taxes for phone service I haven't had since July???????? 
Sincerely,
[redacted]

I have reviewed  the billing complaint from [redacted] regarding ongoing promotional discounts issues.  I reviewed the account notes showing this issue has been resolved as of  4/21/17 via our Retention Department. The customer was given credits for the over charges and put on a...

new promotion of $105.60+ taxes,surcharges the customer agreed to the new terms.  CenturyLink isn't able to guarantee customers will get the same promotion each time because they are always changing. Some of our Retention/save offer discounts can not be applied to the same account more than once per the lifetime of the account our system will error them out. We apologize for the frustration this has caused and appreciate [redacted] giving us the chance to come up with the best resolution we could.Sincerely,[redacted]

02/02/2016CenturyLink 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 this issue was already resolved.The original order was placed through a vender company who sent the new...

install order through to CenturyLink with a request for 10m internet, purchase equipment and professional install with a due date of 12/31/2015.On 01/19/2016, Mr. [redacted] called CenturyLink stating he was to have 25m internet. The agent he spoke with placed the order to upgrade to 25m and waived the equipment fee and professional install fee of the 25m equipment as Mr. [redacted] was already charged with a due date of 01/22/2016. CenturyLink pricing of new customer internet between the 10m and 25m is the same after the 12 month contractual promotional discount and the required autopay discount are added, resulting in the monthly recurring package price of $34.95 (before taxes fees and surcharges).While I apologize for the inconvenience of the original order being incorrect, the service is currently at the 25m Mr. [redacted] requested at the price he was quoted. As there is no price difference between the speeds after promotional discounts are added, CenturyLink finds no adjustments to be warranted and has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/06/29) */
CenturyLink has received a copy of Revdex.com Case# XXXXXXXX, created by [redacted].
CenturyLink appreciates Mr. [redacted] for giving us the opportunity to review our handling of his account.
Mr. [redacted] was in a 12 month...

promotional offer which included 12 monthly discounts in exchange for keeping CenturyLink service for 12 months.
Mr. [redacted] had services installed on 6/8/2014 and disconnected services on 5/27/2015; this caused an ETF to be billed in the amount of $29.95.
Since Mr. [redacted] was so close to having had the service for the entire 12 months, I have overridden the fee and credited $29.95 to his CenturyLink account.
CenturyLink apologizes for any inconvenience.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 the original account number for the account was [redacted] which was the account that...

included phone and internet services. The billing cycle for the services was from the 16th to the 15th of the following month. The last statement was dated Nov 16, 2017 for the amount of $92.98. During this billing cycle Mr. [redacted] ported the telephone number out to a different provider. This changed the account number to [redacted] for the internet that was still on the account after the phone service was removed. The bill dated Dec 7 2017 under account [redacted] shows the previous balance of $92.98 which was billed on Nov 16, it also shows a credit for -$29.09 for the prorated charges from when the services were removed. The balance on the account is $63.89 this is for services between Nov 16 through December 6th.  For further questions feel free to contact our team at 1-800-244-1111. CenturyLink has closed this complaint. Sincerely, Mr. C[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a billing dispute. I reviewed the account history showing the customer started service 1/11/16 requested it canceled on 3/10/16 but the order didn't complete until 3/16/16. I show all charges were adjusted on 6/27//16 under...

our trial period promotion we apologize for the billing mistake.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 Ms. [redacted]’s CenturyLink account, I found the new install order had completed on 02/25/2016. This order did not require a technician as Ms. [redacted]...

opted for a self install of the CenturyLink equipment that was shipped to her.A repair ticket was created on 02/26/2016. Unfortunately, there was a delay with the repair ticket being completed due to a heavy work load.I have adjusted the account in full to a zero balance. A revised final statement will generate on 05/04/2016 to reflect the adjustment.Ms. [redacted] is required to return the leased equipment. There should be a return label in the box the equipment was shipped in. I have also issued a return label for Ms. [redacted] to return the leased equipment to avoid a non returned equipment fee ($99.99 + taxes). 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. 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.
Sincerely,
[redacted]

CenturyLink appreciates the opportunity to review Ms. ***’s account.  Our records indicate Ms. *** migrated her telephone number to another provider on October 21, 2015.  The CenturyLink account was disconnected on October 26, 2015.  An October 26, 2015 Closing bill was...

issued, reflecting a $63.40 balance due.  As reflected on the statement, balance due mainly for *** service from October 12 to October 26, 2015.  The *** section of the bill reflects charges for the October 12 to November 11, 2015 bill period and credit for *** service from October 26 to November 11, 2015.  The balance due is valid and the charges have been sustained.  I have attached a copy of the October 26, 2015 Closing statement for Ms. ***’s review. *** CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Mr. [redacted] account, [redacted].   Our records indicate Mr. [redacted] spoke with a representative on November 6, 2017 to disconnect his account.  Prior to the disconnection, an October 19, 2017 bill was issued for service from...

October 19 to November 18, 2017.  A payment for the October bill was received but refund back to Mr. [redacted] on November 9, 2017, per his request.   Since the October payment was refunded, the November 7, 2017 Closing bill reflected a past due balance for $79.77 for the October bill, a $37.47 credit for service that was billed from November 7 to November 19, 2017, leaving a balance due for $42.30 for service from October 19 to November 7.  A payment for $42.30 was received on November 28, 2017.   Mr. [redacted] spoke with a representative on December 4, 2017.  A credit for $26.59 was issued, as Mr. [redacted] claimed he was without service from October 24 to November 2, 2017.  A December 19, 2017 Revised Closing bill was issued, reflecting a credit balance of $26.59.  A refund check was issued on December 22, 2017 and cashed on January 12, 2018.   Margaret CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by Ms. [redacted], regarding a billing dispute. After investigation of Ms. [redacted]'s  account it has been found that the account wasn't properly disconnected resulting in additional billings. The account has been...

credited in the amount of $315.69 for the months that payment was made on the account after the call in 09/16. The customer will receive this check within the next 30 days via mail. Centurylink apologizes about the frustration and appreciates the opportunity to investigate her concerns. Sincerely, Mr. [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following:   Subsequent to this complaint being filed the amount in question has already been adjusted and there isn’t any balance due.   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

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: CenturyLink would like to apologize as the early termination fee was also included in the previous reply. After adjusting the actual balance due is $30.65 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

Complaint: [redacted]
I am rejecting this response because CenturyLink is not taking responsibility or acknowledging that they have told me 3 differing explanations for why my bill is higher than what was originally quoted before the internet installation. CenturyLink does not seem to have a consistent understanding or communication within their organization of how their billing works and now they are using a new excuse. Due to this inability of CenturyLink to take responsibility for their mistake, I am claiming that they falsely advertised to me when I originally made the internet installation purchase. Just as a summary, here are the separate and differing explanations that CenturyLink has provided throughout the course of this issue. 1.) Initial CenturyLink billing agent claimed that I did not understand the taxes and fees. My response: The taxes and fees are clearly shown on the bill and furthermore do not account for the discrepancy2.) The second CenturyLink phone agent claims that CenturyLink accidentally provided me internet rates from another sales region. My response: If this were true, then CenturyLink should have to take responsibly for the lower rate that was quoted.3.) The third CenturyLink agent, calling after the Revdex.com case submittal, now claims that I was quoted a 2 year term vs. month-to-month. My response: The original sales agent from CenturyLink did not disclose this information. This explanation would make sense if the original sales agent had disclosed this information. Since the information was not disclosed, I'm requiring that CenturyLink take responsibility for the original sales quote.I would like CenturyLink to take responsibility for their internal miscommunication and provide the internet service at the price it was quoted on the original sales call. Plain and simple. If they are not willing to do this, then this case will remain as an unresolved complaint. I'm not interested in more explanations from CenturyLink. As it stands, I have received 3 differing explanations, each with their conflicting issues. 
Sincerely,
[redacted]

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: Taking a look at the line and calls made to the office for technical assistance shows that apart of a call in June of 2016 there were only one other instance on the...

19th and 20th of January, related to one and the same issue regarding service issues. Since the line is no longer active there is no way to determine f the customers claim is valid. If the customer was connecting via wi-fi instead of directly, the speed will vary and is not guaranteed. The customer was provisioned for 20 megabit connection, not 25. Again, because the line is no longer active there is not to validate the claim and the repair/technical support logs are contrary to the complainants concerns. The remaining balance on the account is for [redacted] charges which Centurylink has already paid to [redacted] and will not be adjusted.   CenturyLink acknowledges the complainants concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]
[redacted] [redacted]
[redacted]
[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] 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.   An order was issued May 27, 2016 to remove the Home Phone, establishing an Internet Only account [redacted].  This order completed on June 21, 2016.  Due to an order error, the July 7, 2016 bill did not reflect any promotional discounts.  Ms. [redacted] spoke with a representative on July 14, 2016.  The promotional discount was added to the account and a credit for the missing discount was issued.  A credit for $50.51 is reflected on the August 7, 2016 bill.   The August 7, 2016 bill reflects a monthly rate of $34.95 ($64-$29.05) before taxes, fees, and surcharges.  Ms. [redacted] is currently receiving a $29.05 promotional discount for twenty-four months and the September bill reflects she is in month 2 of 24.    Ms. [redacted] is a valued customer and I apologize she was not treated in this manner.  CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

1/27/16: Centurylink has reviewed the customers account regarding the unauthorized [redacted] service and charges they were billed. The customers November bill reflected charges for the [redacted] services in the amount of $103.16. The December bill reflected the credit of $103.16 for the [redacted] charges....

The customers account was issued a one month service credit of $41.94 due to the billing problems they encountered. The credit will be reflected on the customers 2/22/16 billing statement Centurylink apologizes for the poor customer service received regarding this matter.[redacted]/Centurylink Manager

I have reached out to Ms. [redacted] to assure her the disputed Hard Inquiry was escalated to our Credit Team. Ms. [redacted] will continue to work with me until all concerns are resolved. I apologize for any inconvenience CenturyLink may have cause Ms. [redacted]. ** CenturyLink Customer Advocacy Group

CenturyLink appreciates [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 [redacted] disconnected...

internet service on June 23, 2017 with no penalty. [redacted] was also credited back $59.99 for the onetime charge for a technician installation. CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted]. ** CenturyLink Customer Advocacy Group

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. Century Link did as I asked and removed the $200 charge. I still find their policy unethical overall and will warn others to this policy, but am satisfied they waived the fee on my account.
Sincerely,
[redacted]