CenturyLink

Initial Business Response /* (1000, 6, 2015/11/10) */
11/10/15 Centurylink has reviewed the customers account regarding the early termination charge of $200 they were billed. The customer is stating they were not advised they were on a twelve month term contract that carried a $200 early...

termination charge. The customer indicated the rep offered them a $20 discount in May 2015. The customers account was issued credit today of $207.96 the charges on the final bill. The remaining balance of $61.95 is the customers responsibility for the September charges that were not paid. Centurylink apologizes for the poor customer service received regarding this matter
[redacted]/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 8, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for waving the termination fee. Please send me a new bill for the $61.95 so I can pay in full.

Initial Business Response /* (1000, 4, 2015/08/07) */
CenturyLink has received a copy of Revdex.com case number XXXXXXXX, created by [redacted].
CenturyLink has reviewed Ms. [redacted]'s account and see that she was assisted with her complaint by a CenturyLink Social Media Complaint...

Manager. Manager [redacted] has placed Ms. [redacted] in a new bundle with our internet only service and advised her of the new promotion terms. He also issued credit to her account.
CenturyLink apologizes for an inconvenience or frustration.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After having to use social media to gain attention for my issues regarding CenturyLink, I was able to come to an agreement with a gentlemen over Facebook. Where as it is more costly having to agree to these new terms, I am accepting of the new price and bundle agreements.

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.  I would like to officially cancel service with Century Link assuming there won't be any associated fees to do so as well as receive back the current credits on my accounts.  For account [redacted], I am owed $100.71 and for account [redacted], I am owed $31.17 which are both reflected on Century Link's user portal.  I will contact Century Link within the week in order to finalize the timeline of this cancellation/transfer.  Thank you for your help.  
Sincerely,
[redacted]

04/21/2016CenturyLink 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 no billing error associated with the service she subscribes to:Pure Broadband Monthly Recurring Charges...

63.9512 month Promotional Discount without autopay -$29.00----------------------------------------------------------Subtotal Internet Package $34.95Prism Essential TV 74.9912 month Prism Promotion -40.00----------------------------------------------------------Subtotal Prism Package $34.99----------------------------------------------------------Total Combined package pricing $69.94 (before taxes, fees, surcharges and equipment)Equipment feesAdditional Set Top Box 19.98Primary Set Top Box 9.99----------------------------------------------------------Additional equipment fees $29.97 (before taxes, fees and surcharges)The internet promotional discount requires that Ms. [redacted] register for CenturyLink’s autopay in order to receive the full promotional discount, an additional $10.00 off per month from the internet. Has Ms. [redacted] registered for CenturyLink’s autopay her Total Combined package pricing would have been $59.94 (before taxes, fees, surcharges and equipment).CenturyLink recently had a rate increase on the Prism service. All customer’s who subscribe to Prism are subject to this rate increase. Promotions do not change to compensate the rate increase. The rate increase was notified on the Mar. 09, 2016 statement: At CenturyLink, we are committed to constantly improving your entertainment and communication experience. We continue to invest in making your service better. As we make these and other investments, we periodically must adjust prices due to increases we incur and other related business costs.Effective with your current bill:The monthly recurring charges (MRCs) for Prism TV services will increase. Although you will see an increase in your MRC, you will continue to receive any promotional discounts until they expire. For more information, Search for 2016 Prism Pricing in the CenturyLink Support Center, located at http://www.centurylink.com/help. Also, we recently completed an account reconciliation. You may notice modifications to the Prism TV service or feature descriptions listed on your bill. If you have any questions, please contact a Customer Care representative at ###-###-#### if you have any questions regarding this notice. Thank you for choosing CenturyLink for your communications needs--we value you as our customer.The payment of $103.87 was posted to Ms. [redacted]’s CenturyLink account on 03/24/2016 and reflects on the 04/09/2016 statement.As there was no incorrect billing, CenturyLink has sustained the balance due with no credit adjustments warranted. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   In lieu of the service issues that cannot be validated now due to the length of time the account has been closed there will not be any adjustments for purported problems as Centurylink would have possible considered given the opportunity to deploy technicians to evaluate at the time.   In regards to the early termination fee, in lieu of the customer’s stance that he was not informed and was therefore unaware of the early termination fee, this will be adjusted as it was charged in the amount of $119.80.   CenturyLink submits that this sufficient to close this complaint as resolved.   Sincerely,   [redacted] [redacted]

I have reviewed the billing complaint from [redacted] stating he has experienced problems getting assistance with his account. We apologize and are sorry to hear about this poor experience we are more than happy to help with his billing questions. If the customer can provide me...

with their questions on specific charges on their bill I can further assist. Unfortunately in the complaint details the customers just mentioned his bill wasn't correct but didn't provide any specifics.Sincerely,[redacted]

CenturyLink has reviewed our previous responses to Mr. [redacted]’s issue.  After careful consideration, we believe our original investigation and responses to be valid.  CenturyLink has closed this complaint.   ** 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] has not been billed at...

the correct promotion quoted rate. Mr. [redacted] disconnected service with CenturyLink on September 23, 2016. At the time of disconnection our agent offered to correct the billing error in concern, Mr. [redacted] declined and asked to disconnect services. Inconsideration to all Mr. [redacted]’s billing concerns, I have agreed to credits back Mr. [redacted] $380 as requested for resolution. The $380 credit will apply to the remaining final billing owed of $334.63. The difference of $45.37 will be mailed to Mr. [redacted] within 4-6 weeks in form of check. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. ** CenturyLink Customer Advocacy Group

I will need to review the  terms of the offer in concern, Please provide a clear copy, both front and back of the mailer received. Please provide the requested document through the Revdex.com response process or FAX to [redacted] attention **. Once the Documented has been received and reviewed, I will respond with the outcome to the investigation. ** CenturyLink Customer Advocacy Group

I have reviewed the complaint from [redacted] regarding a billing error on her account. I would be happy to assist with this issue if [redacted] could provide me with her CenturyLink account number it wasn't included in the details. I was unable to find the account number by the address provided....

Sincerely,Mr.T[redacted]

I have reviewed the complaint from [redacted] regarding a disputed early termination fee on her closed account. I reviewed the account history showing [redacted] was receiving a $36.00 per month discount by agreeing to a service agreement. We reminded [redacted] every month on her bill that the...

service agreement was set to expire on 02/03/2018.  On 08/18/17 [redacted] called to cancel her service stating she was moving and didn't want to transfer her service. [redacted] was advised that she would be charged a $200 early termination fee when she canceled the service. Since [redacted]  had 6 months left on her agreement and moved to a location that already had service  as a courtesy I have credited $150.00 of the $200.00 fee. I believe this is a very fair resolution based on the circumstances the remaining balance will need to be paid. CenturyLink apologizes for the frustration this dispute has caused. Sincerely,Mr.T[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] had a repair issue at his...

location. CenturyLink sent a technician to Mr. [redacted]’ home and he found the issue to be external. He corrected the problem and stated the internet service was operating properly. There is a temporary line placed outside his home. The line will be buried once the ground has thawed enough. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted].AmberCenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   On August 18th, 2016 the customer did get the adjustment promised them in the amount of 127.00 due to the billing fall out error.   Tha more than covers the...

time the phone did and may not have been live.   The billing issue was a a system issue created by what is known as bill fallout and though the phone was operative the billing fell out.   This doesn’t invalidate the charges and to date the adjustments given are in line with the issues that the customer experienced.   Centurylink does not adjust charges for a customer’s time to rectify issues only actual service downtime.   If the customers issue of no dial tone is still an issue they need to contact repair at [redacted] so that they can dispatch a technician in the event that they determine that there is an issue on the Centurylink side of the network interface on the side of the customers residence.   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: I subscribe to Century before March 4, 2016 under a special offer of internet for $29.99 per month. Somehow, the monthly rates were increased to $99.00 per month. When I called customer service, they said that they were willing to lower my rate to $90.00 for 10 MG per month. I get 20 MG per month from [redacted] for $25.00. I returned the internet moderm to the store and I have a receipt ... CenturyLink should honor what they advertised on television commercials and contracts with their customers.A very barbaric way to handle new customers.
Sincerely,
[redacted]

CenturyLink thanks Mr. [redacted] for getting back to us. [redacted] Antivirus is provided as a free service with CenturyLink high speed internet . There are no fees related to the service. Mr. [redacted] has made multiple calls to CenturyLink due to issues with his [redacted].  As a courtesy, I have issued a $25 credit to his account. AmberCenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   Given the unique nature the CenturyLink [redacted] handling this complaint has requested the service be terminated per the customers wishes and...

back dated make the effective billing date August 12th, 2016.   If that creates either a balance in the positive or negative the customer will owe some amount or will receive a refund.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted] [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a rate dispute. I would be happy to look into this issue to see if there is anything I can do to help if the customer can provide me with their CenturyLink account number. The one provided has too many numbers in...

it.Sincerely,Mr.[redacted]

I have reviewed the Customer's response. Based on the supporting notes in the Customer's closed account I see the customer had called several times regarding the internet WIFI issues we did offer to pay for a new modem but the customer rejected our offer. Due to the service issues I have issued a one month credit to the closed account for  $73.83 which will be refunded in the form of a check in the next 30 business days. If the customer needs any follow up with the refund check they can contact our Credit Department via [redacted]. Sincerely,Mr.[redacted]

1/19/16 The customers issue was addressed by Ms [redacted] with our office I hav attached the letter mailed to the customer     [redacted]/Centurylink ManagerJanuary 19, 2016[redacted] [redacted]Dear Mr....

[redacted],Thank you for your recent email. I have now been able to complete my investigation of the situation you reported in your email sent. Please accept my sincere apology for any misunderstanding or inconvenience you may have experienced with your billing issue. According to the records on your account, you are billed correctly. You were quoted 132.89 plus taxes, fees and surcharges. You are also billed $0.10 per minute for long distance. You will have to contact [redacted] about their charges. Mr. [redacted], I want to thank you again for taking time to bring this issue to our attention. If there is anything further I may assist you with, please do not hesitate to contact me. Thank you for choosing CenturyLink for your telecommunication and entertainment needs. We appreciate your business.Sincerely, [redacted]CenturyLinkConsumer/Small Business Sales and CareCustomer Advocacy Group[redacted]

Initial Business Response /* (1000, 9, 2015/10/24) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
As of October 21st, the line in question has been buried and according to notations on the account the service is now working as it...

should.
CenturyLink provides this is sufficient to close this complaint.
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
Initial Consumer Rebuttal /* (2000, 11, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I acknowledge that the line has been buried (five months after I began contacting the company because our Internet service kept going out).
It is sad that a well-known company has to be reported to an outside agency before it can rectify a problem like this. Even then, it took a month to connect the line after they started digging.