CenturyLink

I have received a copy of Ms. [redacted]’s Revdex.com complaint, regarding your recent request for High Speed Internet.   I have reviewed your account and found the following: CenturyLink records indicate that Ms. [redacted]’s line does not qualify for CenturyLink High Speed...

Internet. At this time there are no plans to deploy a High Speed Internet remote terminal in the area; however, CenturyLink Engineering managers continue to evaluate areas to determine the best locations for explanation of High Speed Internet. CenturyLink cannot make commitments until we have finalized our plans. Ms. [redacted] can check with us for periodic updates.                     On January 5, 2016 the CenturyLink Package was established on [redacted]. If Ms. [redacted] intends to disconnect service she should contact CenturyLink customer service [redacted] by February 29, 2016. The billing will be effectively billed back to the installation date and one time fees adjusted. CenturyLink strives to maintain a positive relationship with our customers and I appreciate the opportunity to review your account. Sincerely, Ms. [redacted]

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, No final bill records were found associated with...

the information [redacted]’s provided in the complaint. The final bill in concern may have already been resolved. I left [redacted] a voice message with my contact information for any further questions or concerns regarding this complaint. CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted]. ** CenturyLink Customer Advocacy Group

12/14/2016 CenturyLink 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 had already been resolved. Mr. [redacted] had contacted CenturyLink on 10/27/2016...

requesting to have his service moved to a different address on 11/01/2016. Unfortunately, the move order was delayed due to structure loading (no ports available within the device that supports the internet service). Due to distance and port availability, the order was completed on 11/14/2016 with an up to 25m internet. Mr. [redacted] spoke with CenturyLink customer service on 11/18/2016 and was issued an out of service credit for the 19 days (10/27/2016 to 11/14/2016) in the amount of $34.68. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr. [redacted]’s 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. As this issue was already resolved, CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com Complaint from [redacted] regarding misquoted rates. I have reviewed the account bills and notes history and show we have responded back to all the customer's emails to us and in one case requested they call for assistance due to the request. All of our packages...

rates and requirements are available on our website for customers to confirm quotes from our Customer Care Consultants. In cased where TV service is involved it can be higher than initial quoted if the customer changes to a different programing package or adds extra set top boxes not on the original order. I reviewed the first bill which was higher than expected it was for about a month and a half since we bill up to the bill date then a month in advance along with one time activation fees. As a courtesy I have given the customer a $50.00 credit to their account since we should have set better expectations for the first bill amount we apologize for that. Based on my findings we are sustaining the service agreement as valid.Sincerely,Mr.[redacted]

I have received a copy of the Revdex.com rebuttal filed by Mr. [redacted] regarding the reward card offer.  Mr. [redacted] provided an email he received on May 12, 2016, encouraging customers to enroll in automatic bill pay to save time and money. Mr. [redacted] established automatic payment plan on May 19, 2016. After reviewing the email it did not include a [redacted] reward card offer. The reward offers are sent to customer’s direct mail or email, a card value is included, after automatic payment is added, a postcard is sent within 3-5 weeks with online redemption and then the card is sent within 4-6 weeks.  Although Mr. [redacted] is not eligible for the offer, as a matter of customer satisfaction I have arranged to send a $50.00 [redacted] reward card. The [redacted] reward card should be received within 4-6 weeks. CenturyLink apologizes for any confusion. Sincerely, Ms. [redacted] CenturyLink Customer Advocacy

02/02/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted]. Below are our findings: Review of the account information confirms an order was processed on 12/8/2015 to upgrade Mr. [redacted]’s HSI service to a 25 M speed. Our records indicate Mr. [redacted]...

contacted CenturyLink on 12/21/2015 to check the status of his order. He was advised that the order had been placed on hold effective 12/09/2015 due to no ports being available in which to provide the service to his specific location. Unfortunately, it appears that Mr. [redacted] was not advised of the installation delay. An appointment was set up at this time to schedule installation of the service on 12/24/2015. This appointment time was missed and a new installation date of service was set up for 12/28/2015. When the technician made the premise visit on 12/28/2015 it was determined that the customer could not receive the upgraded speed and an order was placed to downgrade the speed back to 10M. This order was backdated to allow credits to process for the time in which the customer had been billed for the 25M speeds. Mr. [redacted] contacted our Customer Service center on 12/29/2015 and requested to cancel all of his services due to the situation he had experienced regarding the upgrade of his services. All services were cancelled, effective 01/06/2016, per his request. On 02/02/2016 CenturyLInk applied a credit adjustment to his account to compensate him for the charges billed on the 01/07/2016 billing statement. This statement reflected all of the charges associated with the changes made in December (prorated and month in advance), as the original change order became effective during the billing dates for the 12/07/2015 billing cycle. Mr. [redacted]’s account currently reflects a credit balance of $7.95, which will be returned to him in the form of a refund check. CenturyLink apologizes for any inconvenience Mr. [redacted] may have experienced regarding this matter. Sincerely, Mrs. [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted]I am rejecting this response because:1.    This complaint about the continuous fraudulent billings from CenturyLink was also filed to Board of Public Utility Commission of New Jersey. We haven't received a response from CenturyLink about that complaint yet by February 27, 2016.2.    A call was received on February 26, 2016 ([redacted], 9 min call ended 1:42pm EST) from a representative “[redacted]” with task ID [redacted]. He acknowledged the fraudulent billings issue is being worked on and asked me to wait until March 16th the next billing cycle that all charges on the fraudulent bills from Nov to Feb will be credited back to the account number to zero and thereafter the account will be dismissed. I insisted that “I need a written confirmation by email or mail if that is corrected by that date.3.    Meanwhile from now to march 17th, my wife and I will collect evidence and prepare documentations against CenturyLink’s fraudulent business conduct with our attorney to decide next actions. Clear statement from us:  if fraudulent billing issue to our house from CenturyLink is not resolved by March 17th 2016 with a written confirmation, we will take next actions. We will freeze our actions if CenturyLink corrects this fraudulent billing to our house. Sincerely,[redacted]

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 the account was canceled near month 14 of a 36 month agreement. Early termination fees are prorated and...

calculated by the amount of time left on the contractual agreement. We do not show that this account had long distance charges added. The only charges for longdistance on the final bill are for a total of $10.46. Those charges are a prorated amount for the long distance service charges on the lines. Centurylink has reviewed the billing and has verified that the charges are accurate and correct. Sincerely, [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding internet problems. I have checked the Customer's line and show the service is down I have requested our Internet Escalations Team to contact the customer and help resolve the ongoing problems. We apologize for the ongoing...

issues our Escalations Team will be able to get the service working as it should.Sincerely,Mr[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 initial Revdex.com complaint...

[redacted] has already been resolved. I made contact with Mr. [redacted] to further review this complaint. After reviewing the issue with Mr. [redacted], I found a duplicate account that was set-up 10 days prior to the original account’s set-up. I could not determine service was ever used, I adjusted the final billing to zero due to the billing and set-up error. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. ** CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the complaint and found the following:   CenturyLink has submitted a request that all future CenturyLink direct mailing cease to this person’s residence.   Please allow up to thirty days for this to remove most all advertising request...

from the mail youthe complainant receives.   Additionally, please note that while this should prevent virtually all direct and indirect advertising some third party and strategic partner service providers some advertisements that include CenturyLink offers may still arrive via mail due to the nature of various types of blanket area advertising that Centurylink may not be able to prevent.   CenturyLink acknowledges the complainants 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]. The centurylink account number is [redacted]. The collections agency account number is [redacted]. I also want to reiterate that when a military member on active duty orders all businesses after to accept their orders and any contracts, regardless of their validity, become null and void. 
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] contacted CenturyLink on...

04/09/2018. The agent issued an order ([redacted]4) to add the Price for Life promotion at the rate of $55.00 per month. They also added an additional loyalty offer of $15 off per month, bringing the monthly rate to $40 per month. We apologize that the email did not reflect the additional discount added. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted].AmberCenturyLink 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 Mr. [redacted] spoke with a representative on November 11, 2016.  Per Mr. [redacted]’s Revdex.com complaint, he claims he was quoted $49.95 per month for his Internet service.  Unfortunately,   CenturyLink is unable bill at the rate Mr. [redacted] was quoted.  Mr. [redacted]’s service is currently on a promotion that gives him a month cost of $69.95 per month with Auto Pay and Paperless billing or $79.95 per month without Auto Pay and Paperless billing for twelve months.  This is before taxes, fees, and surcharges.  CenturyLink regrets any miscommunication that occurred.   Upon review of Mr. [redacted]’s monthly bills, he was billed $69.95 in November and $79.95 in December.  If Auto Pay and Paperless billing are added to the account, the promotional discount will change from $14.05 to $24.05 a month.  In an effort to satisfy, a credit for the difference in the quoted rate and the billed rate for November, December, and January has been applied to the account.  In addition, an adjustment for the $19.95 Activation Fee has also been issued.  A credit for $100 was issued on December 22, 2016 and should be reflected on the January 17, 2017 bill.   Since CenturyLink cannot bill at the rate quoted, if Mr. [redacted] chooses to find a new provider CenturyLink will waive/credit any Early Termination Charge that might be applied.  Mr. [redacted] would need to contact the business office by January 27, 2017 to have an order issued.  I will monitor the account and make any necessary adjustments, once the Closing bill is issued.   Mr. [redacted] is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because:Just more lip service from the company!  All anyone at CenturyLink has to do is read my ongoing account information, from all the calls/chats and various people I've talked to,  that has been readily available to each and every person that I've spoken to.  And yet absolutely nothing has been done to fix the problem.  I've now entered my third billing cycle and my bill is still all messed up in spite of the multitude of CSR's/managers/supervisors I've talked to.  My bill is now showing that I owe these people like $640 dollars. What a flippin joke!  
Sincerely,
[redacted]

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his mother’s account, [redacted].  Mr. [redacted] is an authorized party.  I would like to apologize for the less than exemplary service that Ms. [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 January 15, 2017 to remove his [redacted] account from combined billing.  Please keep in mind, it can take one to two bill cycles for the [redacted] to be removed from the CenturyLink bill depending upon the bill dates.   CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

04/19/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted]h.  Below are our findings:Upon research of the CenturyLink account associated with the address on the Revdex.com complaint, I found that Mr. [redacted] is not an authorized person on the account. Per CPNI...

verification process associated with access to private and confidential information to avoid fraud, CenturyLink cannot provide Mr. [redacted] with account specific information. I can advise that CenturyLink has reviewed the complaint and advise the account holder contact CenturyLink customer service at ###-###-#### about the complaint.I apologize for any inconvenience this may have caused. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

12/20/2016 CenturyLink 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 CenturyLink does have an autopay credit card on file however CenturyLink is receiving an...

error/denial from the credit card provider. I contacted CenturyLink’s Autopay department at ###-###-#### who verifies if the credit card information is correct, then this is more than likely caused by the bank ebill payment information that is set up with CenturyLink’s information conflicting with CenturyLink’s autopay.  I advise Mr. [redacted] to contact CenturyLink’s Autopay department at ###-###-#### to confirm his credit card information and discuss in more details other options if the credit card information is correct (for security the Autopay team would be the point of contact for a resolution to this issue). Additionally, the $12.00 late fee had already been adjusted on 11/25/2016 by the agent who responded to Mr. [redacted]’s duplicate complaint. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr. [redacted]’s 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. CenturyLink has closed this complaint as the adjustment had already been issued and Mr. [redacted] has been advised of the department to contact for assistance. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because:   I have contacted CenturyLink five times since moving in, always spending an hour with their customer service representatives rebooting and checking, never to resolve the problem, I can provide ticket numbers. Also you state I receive 7 mb at the house, that isn't the solution, how about a tech checking out your brand modem inside the house? How about a little customer service? Or, do you want my experience with your company to suck the entire time? Do you care?  Also you say I am getting 7 mb but then also state there is a problem with no immediate solution during quote "high traffic" times in my area. Seriously, after this much time can you send a tech and check your modem? Maybe they might find something I couldn't, Please it that to much to ask?
Sincerely,
[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by [redacted] and found the following:   When a customer orders static IP’s they are randomly pulled whether they are a single or block. The initial request to get or to request a...

different is one and the same as far as the billing is concerned and there is a fee associated with it.   That said, there is no guarantee that the change request won’t grab the same IP address again, especially if that request was done within a very short period of days.   CenturyLink doesn’t sell specific requested static IP’s either.   The customer will have to email me directly and stipulate why they needed the address changed and the reason they are not happy with the current address before any consideration of adjusting this charge will be made.   The email address to send this information to is [redacted].   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 [redacted]