CenturyLink

Centurylink appreciates [redacted] giving us the opportunity to review our handling of his account. I would like to apologize for the less than exemplary service that [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 that two promotions did expire on 08/06/17 which was in total of $10 a month and are at this time no longer available. The account also still shows on loyalty credit that is good until 02/06/17 for $10 off a month. We did locate two other promos that fell off the account by mistake one for $20 and the other for an additional $10.   In an effort to satisfy, We have added the promotions that fell off the account by mistake. We placed a one time credit for $40.00 on the current bill for the troubles of the discounts falling off. Centurylink regrets any inconvenience [redacted] has experienced Sincerely, [redacted]

Initial Business Response /* (1000, 4, 2015/07/28) */
07/28/2015
CenturyLink has received a copy of the Revdex.com complaint filed by [redacted]. Below are our findings:
Upon research of Mrs. [redacted]'s CenturyLink account, I found a request for credit of the balance on...

the account was placed on 07/03/2015. On 07/10/2015, the credit was applied to Mrs. [redacted]'s CenturyLink account leaving a $0.00 balance. I contacted CenturyLink collections department and requested to have the collections pulled from the collection agency and removed from Mr. [redacted]'s credit report. I was informed the removal timeframe is 30-60 days.
I apologize for any inconvenience this may have caused.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because: This was never about a termination fee but was about continuing a service bill for months after the equipment was returned and they were called and wrote on the bills and emailed service to them they were no longer required and the part for the wifi was returned. I would have paid a termination as I was charged by their pardner in this misadventure [redacted] had done to the tune of $100.  I told [redacted] also no more they said sorry price and service wasn't competitive, sent a $100 early leave charge which we paid and are all done. These guys just kept charging the monthly charge no matter what even after the equipment was returned.  I will never pay for service I didn't get EVER!  Maybe this time they will read the complaint!
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/21) */
I have received and reviewed the Revdex.com complaint from [redacted] regarding the delay in activating and repairing the customer's internet service. We certainly understand the customer's frustration and misinformation trying to get...

this situation resolved. I show the service is now up and running great and have issued one month service credit for the delay in getting it to that point. CenturyLink would like to apologize for the customer's poor experience trying to get this situation resolved.
Sincerely,
Mr. [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the credit I received. I would also suggest that the customer service teams be re-trained to handle situations. They are often rude and make you feel like you're wasting their time.

I have reviewed the Revdex.com Complaint from [redacted] regarding a pending credit and monthly bundle billing dispute. I show the pending credit of $657.72 the customer was expecting of  was approved and issued it shows on the current bill we apologize it took so long to get issued...

the delay was due to the amount. The customer has every possible discount available we don't have any way to lower the monthly bill with the current services subscribed to. In order to lower the bill any further they would need to change their package. If the customer would like to cancel due to the misquote I have noted the account for us to waive any early termination fees if they choose to disconnect. We apologize for the time spent  trying to get this issue resolved we certainly understand our customer's frustration. Sincerely,[redacted]

04/25/2016CenturyLink has reviewed our previous responses to Ms. [redacted]’s issue. After careful consideration, we find our original investigation and response to be valid.  If Ms. [redacted] can provide the [redacted] tracking number reflecting the equipment was shipped to CenturyLink, an adjustment can be made, until then no credit adjustments are warranted. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because:
They are wrong.  They are ignoring the other account the old account they are talking about was switched to.  I had ordered the Internet from them and that was it.  The original account([redacted]) had every service they offered on it and I called them up and said I only ordered the Internet and they said they were going to close that account out and open a new account.  The new account was opened and that account number was [redacted].  I ended up closing that account because they are a horrible Internet provider and paid that account off, I actually overpaid and got a rebate check for around $50.  They then reopened the old account and said I owed them for that account, even though that account valid charges were transferred to the new account.  I paid them everything I owe them.  They are false that I made a payment on on March 9, 2016 to an account that was closed on March 20, 2015.  If they would stop ignoring the [redacted] account that the valid charges were transferred from the old account, they will see I'm right.  I do not owe them any money.
Sincerely,
[redacted]

I have received a copy of the Revdex.com complaint filed by Mr. [redacted]. Thank you for bringing these concerns to our attention and allowing CenturyLink to investigate the issue. 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. CenturyLink appreciates the opportunity to review Mr. [redacted]’s concerns. After reviewing Mr. [redacted]’s account it was discovered that: There were 14 Directory Assistance calls that were billed to Mr. [redacted]’s account from September 18th, 2015 until April 6th, 2016. Our repair group noted that the line was tested and good to the customer’s address. I have requested that repair once again look into any possible problems with the line. Directory Assistance calls are direct dial calls and if no trouble is found with the line on the CenturyLink side of the network, then the charges are valid. That said, $-21.55 in courtesy adjustments were issued in attempt to resolve the issue. I have adjusted an additional $-15.96 of the charges that appear on the April 12th, 2016 statement as a courtesy as well.CenturyLink apologizes for any inconvenience and frustration this issue may have caused. CenturyLink appreciates Mr. [redacted]’s business.Sincerely,[redacted]CenturyLink Customer Advocacy

I have reviewed the additional information on the billing disputed for [redacted] TV services billed in error. I have adjusted Oct $87.91, Nov $58.63,Dec $58.63,Jan $58.63 and have already adjusted the charges for Feb previously. The customer will see the $280.31 credit to the account on the next statement. The $57.84 for the Feb. bill was billed separately the customer wasn't charged on their CCARD. We apologize for this billing error all [redacted] charges have been adjusted off the account.Sincerely,Mr.[redacted]

As previously stated, Mr. [redacted] was not billed for a modem, leased or purchased.  Our records do not indicate he called to dispute any charges on his monthly bill until November 16, 2016, almost a month after he disconnected the account on October 19, 2016.  After careful consideration, we believe our original investigation and responses to be valid.    [redacted] CenturyLink Customer Advocacy

After investigation of  Mr. [redacted]'s  account it has been found that the customer was charged and Early termination fee because they were put into a one year agreement when the service was set up. However we don't show the account being notated that the customer was made aware of this at the time of install or time of disconnection. Therefor we have credited back the early termination fee of $119.80 that was charged. It looks like the additional charges that appeared after the final bill was for a modem that I am not showing was returned. If Mr. [redacted] returned the modem we will need a tracking number to locate the modem or if he still has the modem we can send the customer a label and credit the modem charge once the equipment is returned. We appreciate the opportunity to investigate and help resolve Mr. [redacted]'s concerns. Sincerely, Mr. [redacted]

Complaint: [redacted]
I am rejecting this response because: I choose a third option which is to accept **'s suggestion that we continue to work on the issue -- with a caveat.  My remaining concern is still an open issue.  The concern is whether CenturyLink will be deliver the product as promised.  The product consists of both the services promised (TV, Internet and phone) and the price verbally quoted which is $140 per month.  I have yet to receive a bill for the three services and so cannot "accept" this complaint quite yet.
Sincerely,
[redacted]

I have received a copy of the Revdex.com complaint filed by Mr. [redacted] regarding his bill dispute.  In review of the account, Mr. [redacted] subscribes to High Speed Internet service at $54.00. He is receiving a Loyal Customer Credit of -$10.00 in month...

10 of 12 and High Speed Internet without AutoPay and Paperless Bill for -9.05 in months 5 of 24 totaling $34.95. If Mr. [redacted] subscribes to AutoPay and Paperless Bill he is eligible for an additional -$10.00 discount. I will agree to give a $30.00 courtesy credit. To establish AutoPay Mr. [redacted] can go to CenturyLink.com and submit an application. He can select My Bill & Payments link and then select sign up for Automatic recurring Payments.   Customers can set up a MyAccount profile to view their bill online.  Once these steps are completed Mr. [redacted] would be eligible for the additional discount. This would be the best pricing available for the services he subscribes to.  CenturyLink apologizes for any confusion regarding the billing.   Sincerely, Ms. [redacted] CenturyLink Customer Advocacy

After review we apologize to Mr. [redacted] the notes clearly state on the account that the early termination fee was waived with the disconnection order on 07/14/16. We have adjusted the early termination fee as well as the late fee on your current bill. The account is now at a zero balance. Again we apologize for the frustration. Sincerely, Mr. [redacted]

I have received a copy of the Revdex.com complaint filed by Mr. [redacted]. Thank you for bringing these concerns to our attention and allowing CenturyLink to investigate the issue. 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. CenturyLink appreciates the opportunity to review Mr. [redacted]’ concerns. After reviewing Mr. [redacted]’ account it was discovered that: There was a notice regarding the increase to the Internet Cost Recovery Fee included with the March 10th, 2016 invoice stating, “Effective with your April 2016 bill, you may notice an increase in the rate for Internet Cost Recovery, to a new rate of $3.99. The Internet Cost Recovery Fee helps deflect the costs associated with building and maintaining the CenturyLink broadband network. If you have any questions about this notice: residential customers, please call a Customer Care Representative at ###-###-####; business customers, please contact a Customer Care Representative at the telephone number printed on your bill…” The billing is correct for the services that Mr. [redacted]’ currently has on his account.             CenturyLink regrets any confusion there may be because of the billing. I apologize for any inconvenience and frustration this issue may have caused. Sincerely, [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Mr. [redacted]’s account, ###-###-#### [redacted]   Our records indicate the account was disconnected on September 18, 2013.  A return label packet was shipped to Mr. [redacted] on September 19, 2013.  Customers have thirty days to return the...

equipment or they will be billed the purchase price of the equipment.  Our records do not indicate Mr. [redacted] returned the modem.  Thus, his account was correctly billed $99.99 on November 4, 2013.  While Mr. [redacted] was correctly billed for the modem, a credit for $108.04 was applied to the account on May 3, 2016, in an effort to satisfy. Mr. [redacted]’s account reflected a balance due of $83.42 (from the August 28, 2013 bill) when it was disconnect on September 18, 2013.  A September 18, 2013 Closing bill was issued, reflecting credit for previously bill service back to the day the account was disconnected.  The Closing bill reflected a $58.42 balance due.  The balance due is valid and the charges have been sustained.  I have attached copies of Mr. [redacted]’s August 28 and September 18, 2013 bills for his review. CenturyLink regret any inconvenience Mr. [redacted] has experienced.  [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink apologizes for difficulty in getting this equipment issue resolved. CenturyLink has adjusted the charge and subsequent late fee for a total adjustment of $119.25, reference number...

[redacted]. The customer has 6 months remaining on the tem of service and if canceled prior will be charged and early termination fee. If after the current promotion expires the customer cancels service there will not be any early termination fee. 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

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 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 Mr. [redacted]’s disputing a possible...

chargeback for a payment. I will need more clarification in regards to what is being disputed. I verified the billing prior to the payment dispute had never been disputed. ** CenturyLink Customer Advocacy Group

A credit was processed on 10/23/2017. It can take up to 72 hours for the balance to update in our systems. Currently the automated system states the balance is $0. The account has been closed and there will be no future statements being sent out for her account.