CenturyLink

I have reviewed the complaint from [redacted] regarding charges for a service he didn't request become active. I have reviewed the closed account confirming the remaining balance of $23.94 which I adjusted off. We apologize for the error and delay in resolution.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] original order...

included internet with a one year contract. An order confirmation letter was sent to his service address with the contract details. Also, the discount and contract end date were both listed on his monthly bill statement. Once the contract expired, [redacted] contacted CenturyLink. I reviewed the call that took place on 08/10/2017. During the call, an order was issued to add a bundle that included phone and internet service. Mr. [redacted] account number changed due to the phone being added. [redacted] agreed to the rate of $54.95 per month, for both services, for one year. Cesar failed to advise [redacted] that the $54.95 rate did not include taxes, fees, surcharges and the modem lease. Due to this error, I have issued a credit, for the difference between the monthly billed amount and the quoted rate, to Mr. [redacted] account. The credit of $119.27 covers August to September, September to October and October to November. The account had a balance of $91.89, the credit covered that balance. He will receive a check for the remaining credit balance of $27.38. I verified with our financial service department that all collection activity would cease on Mr. [redacted] account. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted].AmberCenturyLink Customer Advocacy Group

To whom it may concern:
I have received and reviewed the customers' complaint and found the following:
In an effort to assist the customer and due in part to many issues and misunderstandings regarding the new service in this area, I can offer to bring the monthly bill as it current stands to just...

under $200.00 or approximately $198-197.00 for a period of 12 months.
If the customer wishes or prefers to opt out they may do this also with no penalty.
Please have the customer contact [redacted] at any of the means listed below to advice accordingly or via the Revdex.com rebuttal process for further assistance.
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]

Centurylink appreciates Ms. [redacted]giving us the opportunity to review our handling of her account. 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. Our records indicate in June 2017 a discount that was on the account expired causing the rate to increase.   In an effort to satisfy, we have adjusted the final billed amount of $59.86 to zero and the account is now at a zero balance and closed. Centurylink apologizes about the frustration encountered. Sincerely, [redacted]

CenturyLink appreciates the opportunity to review Ms. [redacted] account, [redacted]   A Broadband Escalation Representative has reviewed Ms. [redacted] repair history.  Our records indicate several repair tickets were opened from December 2016 to December 2017.  The last...

call on December 27, 2017 was regarding slow internet speeds.  The agent walked the customer through troubleshooting to compare wired and wireless connections.  It was determined that Ms. [redacted] was experiencing wireless issues, which mostly likely indicates a problem with a modem.  A new modem was recommended and Ms. [redacted] was advised her current modem was out of warranty.    The only other repair call related to wireless speed was on May 26, 2017.  The agent corrected the issued by the end of the call.  The other repair calls were related to network issues or outages.  Since there were no repair reports regarding the wireless speed from May to December, the HSI Escalation Representative concluded that the December speed issue is probably a new issue.  The problem could be related to the modem, which might need to be replaced.  CenturyLink respectfully denies Ms. [redacted] request for a free modem.   Margaret CenturyLink Customer Advocacy

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review the handling of his concerns. 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 account had been...

canceled due the higher cost than quoted rate for service. I advised Mr. [redacted], the higher cost for service was due to the availably of regular Internet service at his location. All final billing on the concerned account have been credited back to a zero owing balance. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted]. ** CenturyLink Customer Advocacy Group

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] service was disconnected with...

CenturyLink on 01/24/2018 and the order was back dated to 01/16/2018. This order was to disconnect CenturyLink only. CenturyLink cannot issue orders or credits for DIRECTV services. DIRECTV sends Mr. [redacted]’s billing statement to CenturyLink on the 3rd of each month. The CenturyLink statement dated 01/16/2018 is for service dates of January 3rd to February 2nd. Each month CenturyLink pays the DIRECTV charges and places them on Mr. [redacted]’s next billing statement.  If any credits or refunds are issued, they would come from DIRECTV. If Mr. [redacted] has disconnected his DIRECTV, they will send him a refund for any overpayment. The DIRECTV balance is valid and due to CenturyLink., CenturyLink apologizes for any inconvenience or frustration this issue may have causd Mr. [redacted].AmberCenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 6, 2015/12/14) */
12/9/15 started: Centurylink has reviewed the customers account regarding the rate they were offered for internet service. The customers has stated they were offered a rate of $20 a month for the internet service and is being billed at a higher...

rate. Centurylink has no promotions that offer the rate of $20 for internet service. The customers was issued credit for the installation and tech install charge of $88.94 on 10/12/15 and 10/27/15. The customers account was placed on another promotion offering the internet rate of $29.95 for twelve months. The customer is required to sign up for auto pay and paperless billing to receive the full $44.05 discount by the second billing cycle. The customers account was issued additional credit of $88.10 on 11/9/15. The customer would have thirty days from this response 1/11/16 to disconnect service and the early termination charge will be credited. Centurylink apologizes for the misinformation they received regarding the rate for the internet service.
[redacted]/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 8, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though I was still misinformed, and was not given the deal I was promised, I will accept this resolution. Although I hope others will not be fooled by their lack of care in the information they allow their employees to promise.

To whom it may concern:   CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint. At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training. I have looked at the technical...

statistics for this customer’s line and they are at or above the speed they purchased. The charge of $85.00 is disclosed for the purpose of informing the customer that if the issue is in the home (or anywhere past the network interface outside where the connection point is) then there is a fee. If the issue is on the CenturyLink side of the connection there isn’t a fee for the visit or repair. If the customer is using the Wi-Fi to connect all these devices that could be the issue too as many physical barriers in a home limit where and what speeds devices will get and are not guaranteed for this reason. For something like On-Demand it is recommended that the TV be connected directly to the modem via an Ethernet cable.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[redacted]

09/15/2016 CenturyLink has reviewed our previous responses to Ms. [redacted]’s issue. After careful consideration, we find our original investigation and response to be valid. As CenturyLink is correcting a billing error for services provided and not billed for correctly, CenturyLink sustains the remaining balance of $424.87 as valid. 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 a prorated charge on his bill. I have review the account history and bill and show this charge is valid it's a prorated charge due to the changes in promotion on a per day basis. I understand the customer was expecting a pro...

rated credit not debit due to the poor explanation from our Consultant. As a courtesy I have adjusted the charge off the account $11.69 it will show on the next bill.Sincerely,Mr.[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.
Sincerely, [redacted]

CASE ID: [redacted]   10/28/2016 CenturyLink has received a copy of the Revdex.com complaint for [redacted] and [redacted]. Below are our findings:   Our records indicate we received and posted two payments to the customers account on 08/02/16. One in the amount of $3761.97 and...

the second in the amount of $218.81. The balance associated with the account at the time totaled $218.81. The additional payment applied to the account and left a credit balance of -$3761.97. The customers 08/04/16 billing statement processed, reflecting this credit and current charges in the amount of $280.61. The current charges were deducted from the credit balance, leaving a new credit balance in the amount of $3481.36.   The 09/04/16 bill processed with current charges totaling $171.01. These charges were deducted from the credit balance associated with account, leaving an ongoing credit balance on the account in the amount of $3310.35.   In order to have the credit balance refunded to the customer, CenturyLink required proof of payment from the customer’s banking institution. Once the customer provided this information, on 09/21/16 CenturyLink issued an overpayment refund and mailed the customer a refund check in the amount of $3310.35 for the credit balance associated with the account.   We appreciate the opportunity to address the [redacted]’s issue and apologize for any inconvenience they may have experienced regarding this matter.   Sincerely,   Mrs. [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The original terms and conditions as stated on the bill and in the letter of confirmation sent to the customer after the order specified that the promotion signed up for required automatic payment...

and paperless billing. Stipulations require that this be done in the first thirty days to get the total discounted rate. If the customer would have met these conditions for the full discounted rate, the issue of nonpayment or having to call in for arrangements on the account would not have been an issue. The customer does not have to use one of the payment services that CenturyLink charges a convenience fee for as there are options such as mailing the payment in or using the automatic payment option to negate this fee. Just because the customer does not agree with the policy of charging a fee when you call in, it’s not a matter that is decided by the customer, it is a policy initiated to help in recovering the cost of having the convenience of an agent assisting to take the time to take a payment when there are options that can be used that don’t require and agents assistance. The customer simply needs to pay the bill on time or set up autopayment and there won’t be an issue of the service being interrupted for nonpayment which is and has been the primary cause of the interruptions in service. 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: Again, nothing is produced to show that I was aware of the terms of the agreement before the "new" internet was ordered. Adding terms to a bill after a order has been completed does not make them valid. Yes, you could argue it is my prerogative as a customer to make sure I view the bill and find those terms but not creating that expectation and understanding when you create a new order with a customer is deceptive. Additionally, I was told by 2 agents that I different answers that also created the expectation that I would not have to pay the "early termination fee".As far as the error in the billing credit if you are not penalizing a customer but are instead using it to recover your costs shouldn't that fee also be prorated? Since I completed my 11th month of service the fee would be prorated to $108.33. There are also no terms showing what penalty would be incurred in the event of early termination.The fact that those terms were not disclosed before service began is deceptive. Furthermore the quoted verbiage only states that my discount would discontinue and nothing about an early termination fee. For those reasons I believe the fee is still invalid.
Sincerely,
[redacted]

07/27/2016 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 the phone number was originally changed on 07/20/2016 due to a package change. Mr. [redacted]’s...

phone number is classified as a [redacted]e number and when the package was changed the phone number was changed by the system to a non [redacted]e number. I found an order to change the phone number back to the [redacted]e number [redacted] had completed today on 07/27/2016. 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 the issue has already been resolved, CenturyLink has closed this complaint.Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: I have reviewed the customers’ complaint and found the following: CenturyLink would be happy to investigate any issues the customer has but is unable to at this time with the information provided in this complaint. Please have the customer provide the account number or phone...

number and the service address and any other info as is printed on the bill. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaint. Sincerely, [redacted] Executive Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is proceeding satisfactorily to me.
Everything has not been fully resolved yet but I am working with Century Link representatives via the [redacted] Office and am satisfied with the businesses response to the Revdex.com.
Sincerely,
[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, I verified [redacted]’s account ported out from...

CenturyLink on 09-11-2017. We apologize that the agent advised her, in error, to contact us on the 11th to disconnect her account . We needed to ensure the port went through before we could place the order. I have placed the order to disconnect [redacted]’s services on 09-12-2017 and have backdated the order to 09-11-2017 per the port out dateCenturylink apologizes for any inconvenience or frustration this issue may have caused [redacted].[redacted]CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because: I had returned the equipment as instructed by Century Link and with the shipping label provided. I should not be charged for flaws in the return process.
Sincerely,
[redacted]