CenturyLink

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]I have being with centurylink  shorter than I had been with [redacted], I start services with [redacted] two years before when I start services with [redacted] I paid [redacted] all the deposits and fees there for I was paying in advance so I don't have to pay for last bill of [redacted] because  I was paying in advance, Centurylink ask me to add  [redacted] to their billing account. if Century link wasn't handle my account  when I DISCONET services my will it  be 00 . 00 dollars for [redacted] and $80:00 centurylink and will be my last bill I regret to get involved with Century link the service was bad internet service very low in my  area and bad  customer service. very disappointed .

Complaint: [redacted]
The business has requested the following information from me:Revdex.com:Century Link has requested the following information from me: provide the account number or phone number and the service address and any other info as is printed on the bill. [redacted] Account: [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: When I called customer service, I was told that I couldn't revert back to my original service. My monthly bills were previously about $95/month and now it's $150/month.
Sincerely,
[redacted]

Centurylink appreciates Mr. [redacted]giving us the opportunity to review our handling of his account. 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 that Mr. [redacted] had set up another account when he already had services which caused the services to be turned off because the address is not capable of having dual service. Mr. [redacted] has an existing account [redacted] which currently has internet and television services. This account has been open since 2012. The new account [redacted]which was set up online has been canceled and all charges have been credited back to this account. The customer is not eligible for the $150 reward card because he was an existing customer and already had services set up. Furthermore our records indicate that on 05/02/18 the customers active account was put into the Price for Life Promotion by our customer care. Centurylink regrets any inconvenience Mr. [redacted] has experienced. Sincerely, Mr. Christensen

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer, via the Revdex.com or directly through the manager handling this complaint will need to be more specific about just what is incorrect about the billing. Since...

the initial start of service the customer has already received assistance with a correcting the promotion that was originally initiated that may have been incorrect, has received assistance with the payment that misapplied or the wrong account number input.. Since the initiation of service, the customer has already relieved the following adjustments: December 12th, 2016 #[redacted] – $84.02. January 3rd, 2017, #[redacted] - $96.28. February 6th, 2017 #[redacted] - $74.00. March 28th, 2017 #[redacted] - $20.00. The total amount of adjustments already given amounts to $274.30. At this time it would appear that the corrections have already been made to correct the initial issue regarding the promotional pricing. The customer is able to receive an additional $10.00 a month in discounts but needs to sign up for paperless billing and autopayment, both of which are required to receive the additional $10.00 discount. At this time, the amount, even if exactly $88.00 (Which unless the paperless billing/autopay are set up) will vary from month to month at around$95.00 - $102.00 a month. If the customer fulfills the criteria, that rate will be closer to $88.00 - $95.00 a month, all depends on how the services are used and fluctuations in taxes and surcharges relative to that use. To date, that amount paid on the account is approximately $443.00 for services that even at the $88.00 figure would amount to $440.00. This actually indicates the initial charges or amounts to start service, one time charges and any prorated charges have been underpaid and there is no additional adjustment due. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]
[redacted] [redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:I do not believe CenturyLink's claim that the $9 is late fees when my late fee has always been $4 which I have had for several months due to me having to pay my bill 3 days after the due date. Another reason I do not believe it is they have once again changed their story. I want to know why they increased my bill by $10 as soon as they stopped billing me. My fee has never gone up that much. I do not know why they are lying. Sincerely,
[redacted]

I have received a copy of the Revdex.com rebuttal filed by Mr. [redacted], regarding his dispute of the early termination fee.  I have reviewed his account and found the following: As previously stated, as a matter of customer satisfaction I have adjusted $184.86. In addition, I am adjusting $15.14 for the difference of the early termination fee.  This resolves this matter. CenturyLink apologizes for any frustration. Sincerely, Ms. [redacted] CenturyLink Customer Advocacy

This is a copy of my cell phone bill. At 11:26am June 20th I called and spoke to a lady for 7 minutes. The set date to cancel my service was June 30th.Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a service dispute. While I can completely understand how frustrating it is to wait for services you've been told will be in the area, we are still unable to provide a specific date for this as we do...

not have one.  The planning engineers, along with others involved in mapping out where our infrastructure will be expanded, have yet to indicate any concrete plans to bring faster tiers of broadband speed to you.  Unfortunately we do not have a way to expedite these processes or decisions.  While we certainly don't want to lose business to the competition, we respectfully understand there is a need we are unable to provide at this time.Furthermore in most cases newer neighborhoods are getting faster speeds as though the newer technology is being installed during the construction of these areas. Whereas older areas infrastructure are costly to update as homes are built and fiber cant be as easily ran. As any business decision cost verse return becomes a factor and these established infrastructures are very costly to update. CenturyLink apologizes for the frustration Mr. [redacted] has expressed Sincerely, Mr. C[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 that the service order was completed and the service got installed after it was delayed. Records also indicate that the account was previously credited for the frustration encountered and the delays that took place. For further assistance or questions please contact our team directly at 1-800-788-3600   Centurylink regrets any inconvenience Ms[redacted] has experienced. 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.   I have not received the credits as Mr. [redacted] has promised on my current statement, but I will allow time for this to show in my next statement. I will advise if this credit does not appear on my next statement.  
Sincerely,
[redacted]

Per the PUC complaint filed and replied to the following applies:Sent: Monday, February 15, 2016 11:32 AMTo: '[redacted]'Subject: FW: 16W 0118To whom it may concern,An order has been placed to disconnect the services for [redacted]  on 02/12/16 with an effective billing date of 10/19/2015. A police report needs to be filed and then faxed to our ACT team at [redacted].Please let me know if there’s anything else I can assist with.Thank you,

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, Prism services have been installed and...

working as of April 11, 2016. I have reviewed the monthly recurring charges with Mr. [redacted], I advised the total charges before tax at will be $70. Mr. [redacted] has not decided to keep the service due to the difference in the cost originally agreed. Mr. [redacted] will work with me directly on any further changes to his account within the next 30 days. This issue is now closed pending further review by Mr. [redacted]. ** CenturyLink Customer Advocacy Group

03/16/2017 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Ms. [redacted]’s CenturyLink service used to just internet during the timeframe of the previous Revdex.com complaint. On 01/08/2017, Ms. [redacted] changed her...

CenturyLink service to a phone and internet package through online chat. Order Number [redacted] completed on 01/16/2017. Ms. [redacted] contacted CenturyLink on 01/16/2017 (after the order to add the phone and internet package had completed) requesting to change back to just the internet service. The order was placed with the next available due date and completed on 01/18/2017. The additional fees on Ms. [redacted]’s CenturyLink bill statement is for the phone activation fee and prorated charges (difference between the packages). Regardless of service being activated for a short time or longer, the expense of the activation is offset with customer responsible onetime fees that are applied to the bill statement along with the prorated charges associated from the date of activation to the date the service change/removal. CenturyLink finds these charges to be valid however as a courtesy I have issued an adjustment of the activation fee of $27.50 plus the associated taxes totaling an adjustment of $30.45. Ms. [redacted] is responsible for the prorated charges and any associated late fees. 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. CenturyLink has closed this complaint with no additional credit adjustment being warranted. Sincerely, [redacted]

Ms. [redacted]’s service was billing at $39.95 per month before taxes, fees, and surcharges.  As reflected on the January 4, 2016 bill, her monthly cost was $54 and she was receiving a $14.05 monthly discount ($54-$14.05=$39.95).  The January bill reflects she was in month 11 of 12 for the promotional discount.   Ms. [redacted] spoke with a representative on January 15, 2016.  A new $14.05 twelve month promotional discount and a new $10 twelve month promotion was added to the account.   As reflected on the February 4, 2016 bill, her service began billing at $29.95 per month ($54-$10-$14.05), before taxes, fees, and surcharges.  Ms. [redacted] continued to bill at $29.95 per month, before taxes, fees, and surcharges, until the account was disconnected.   [redacted] CenturyLink Customer Advocacy

07/05/2016 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 on 10/05/2015, Mr. [redacted] had called about his billed monthly rate as his previous...

contractual promotional rate had expired on 08/12/2015. Mr. [redacted] was offered a new 12 month contractual promotional rate with additional loyalty promotion also lasting 12 months. Mr. [redacted] accepted this offer. CenturyLink adds reminder to every bill statement when in a contractual promotional discount, as shown from the 10/16/2015 statement clip as the 05/16/2016 statement clip (the last statement before the request to disconnect): __________________________________________________________________...⇄ Details of Your Internet Charges Internet Service Period: Oct 16 - Nov 15  You are receiving a reduced monthly rate for your High-Speed Internet service because of your 12 month term commitment. When your current agreement expires on 10-05-2016 your monthly rate will change to the standard rate. Note: This discount may vary depending on the presence of AutoPay and Paperless Bill. ________________________________________________________________________________...⇄ High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month 1 of 12  -34.05 ________________________________________________________________________________...⇄ of Your Internet Charges Internet Service Period: May 16 - Jun 15  You are receiving a reduced monthly rate for your High-Speed Internet service because of your 12 month term commitment. When your current agreement expires on 10-05-2016 your monthly rate will change to the standard rate. Note: This discount may vary depending on the presence of AutoPay and Paperless Bill. ________________________________________________________________________________...⇄ High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month 8 of 12  -34.05 ________________________________________________________________________________...⇄ Mr. [redacted] was made aware of the 12 month contractual promotional discount verbally and on 8 bill statements, CenturyLink has sustained the early termination fee as valid and finds no credit adjustment warranted. CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 per the account notes an error in promotions was found and a credit for 60 was placed on the...

account for the months that were billed before the promotional rate was fixed. Our records show the account being suspended for the past due amount that is currently on the account. Our records show that several payment arrangements have been made in the past. Please contact our financial services team to dispute charges and for further assistance with the account. They can be reached directly at [redacted]. Sincerely, [redacted]

10/10/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] about repair timeframes.  Below are our findings: Upon research of Mr. [redacted]’s CenturyLink account, I found that 2 trouble tickets had been created totaling 7 days of out of...

service (09/06/2016 to 09/12/2016):------------------------------------------Received: 2016-09-06 13:48:00Closed: 2016-09-07 15:56:00Report Type: DSL INTERMITTENT SYNCCleared: REPAIRED CABLE------------------------------------------Received: 2016-09-08 18:14:00Closed: 2016-09-12 15:19:00Report Type: DSL CHRONIC TROUBLECleared: REPAIRED CABLE[redacted]------------------------------------------ Unfortunately, CenturyLink only offers credits for out of service when the service is non-functioning for a full 24 hours and must be reported to CenturyLink internet help desk ([redacted]) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notations. Mr. [redacted]’s CenturyLink account had already been issued an out of service credit in the amount of $12.98 on 09/09/2016. I have applied an additional credit in the amount of $1.65 as the previous credit did not equal to the 7 days out of service (Calculation: $62.51 monthly charges without late fee included / 30 days within a bill cycle = $2.09 rounded up per day X 7 days out of service (09/06/2016 to 09/12/2016) = $14.63 total credit for the billed amount for 7 days - $12.98 credit already issued for out of service credit = $1.65 additional credit I applied to the account for the difference in credit already issued for the 7 days out of service). Additionally, CenturyLink does not compensate for time spent, loss of revenue or profit. 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 issued credit for the amount billed for all 7 days out of service. CenturyLink has closed this complaint.  Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates the opportunity to review [redacted]’s account, [redacted], for [redacted].  Our records indicate [redacted] added Internet service to [redacted] on October 17, 2011.  At this time, she did purchase a modem, as reflected on the October...

25, 2011 bill.   On September 28, 2015, [redacted] called and added an additional data line.  Internet service was added to [redacted] on October 19, 2015.  This order included a lease modem, not a purchase.  The monthly lease modem charge began billing on the October 25, 2015 bill.  Our records do not indicate [redacted] called to dispute the charges.  Nor was she billed for the purchase of the modem installed in October 2015.  CenturyLink regrets any miscommunication that occurred regarding the second modem.   [redacted] CenturyLink Customer Advocacy

I have reviewed the complaint from [redacted] regarding a disputed bill on a closed account. I would be happy to investigate this dispute if the customer can provide me with the closed account number.  If they don't have it they can contact our Credit Department and provide their SSN to get the...

number. I was unable to locate the closed account with the information provide. Sincerely,[redacted]l