CenturyLink

Final Consumer Response /* (2000, 5, 2015/12/17) */
called them today. Took around 40 min, gal was very nice, corrected my bill. Still, it took over an hour of my time just to undo something they changed without asking me. They should be more respectful of their client's time.

I have reviewed the reply and thank  [redacted] for providing the closed account billing information so I could review the account history for this billing dispute.  I have reviewed the account history and notes showing the account was opened  on Nov 24th, 2015 and closed on December 11, 2015. Since it was disconnected within our 30 day trail period  I have gone ahead and adjusted all the remaining charges of  $189.78 the closed account now has a zero balance. Sincerely,Mr. [redacted]

I have reviewed the complaint from [redacted] regarding a request for credit stating she was told a higher internet speed was available at her address. I reviewed the account history and bills showing [redacted] had a one year service agreement and was paying for internet speeds up to 20 mbps. It seems due to...

the distance from Lisa's address to our remote terminal she could only get up to 12 mbps internet the pricing is the same. I checked the repair request history and show two ticketed requests for assistance one in 06/27/2017 & 02/18/2018. Unfortunately I am unable to check the current internet speed since [redacted] canceled her service. Based on my findings I don't show there are any credits due on this closed account for this issue. CenturyLink apologizes for any frustration caused and time spent on this issue. Sincerely, Mr.T[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

Complaint: [redacted]
I am rejecting this response because:You may claim that notes were reviewed; however, the fact remains that promises were made to me that were not kept.  I had thought that a company that has been in business as long as CenturyLink would have more integrity than they are exhibiting with this dispute.  They may think that the dispute is closed, but it is not as far as I'm concerned.  That attitude again shows me they are unwilling to abide by promises made and make a real attempt to please a customer.  Why would I trust a company that has proven to be unreliable to handle an auto-payment from my account.  To date, they have made charges to my account that were much higher than the amounts promised.  All I'm asking is that they show some integrity and live up to their most recent promise as I described in my previous emails.  
Sincerely,
[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 also talked with all parties. 
Sincerely,
[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following:   Unable to track the original equipment o our inventory or the return after the customer given incorrect information CenturyLink as adjusted the charge and that will bring the balance owed to...

zero.   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:  We can only use them for internet and our business could not run properly without Internet, had people on our team who had to try to use their internet on their phone for a hotspot.  They need refunded for the use of their phones plus [redacted] need not only a refund, but for the time down for our company.  We call everyday begging for them to send someone out.  We need more than just credit for account days.  
Sincerely,
[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a billing dispute. I have reviewed the customer's account showing they  were overcharged due to a billing error on our side. I show all the overcharges were credited off the account as of the June 10 statement and the...

account canceled as of 6/1/16. We apologize for the error and frustration to our Customer trying to get help resolving it. 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]

Billing had been credited back, please review the June 28th billing statements. As a onetime courtesy, I have agreed to adjust the remaining $5.65 charges due. ** Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because: I received a bill in the mail for $474.38 due by April 25, 2018.
Sincerely,
[redacted]

10/07/2016 CenturyLink has reviewed our previous responses to Mr. [redacted]’s issue. After careful consideration, we find our original investigation and response to be valid.  CenturyLink has closed this complaint. 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...

04/10/2017 and requested a new promotion. The promotion added was a one year contract and was listed on his statement each month. I was able to review the call from that date and verify that Mr. [redacted] was not advised of the early termination fee associated with this promotion. Based off of my findings, I have issued a disconnect order, waiving the termination fee, due on 01/31/2018 per Mr. [redacted]’s request. Mr.. [redacted] is leasing a CenturyLink modem therefore, I have sent a prepaid UPS label to his address. He will want to save the customer portion of the label with the tracking number for his records. It is important to return the modem within the first 30 days after service disconnection, as we will be bill an unreturned modem fee of $99 on his final billing statement. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted] CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer agreed to promotional pricing as of Jusly 10th, 2015. The term commitment to get the reduction in pricing is contingent on several criteria. The promotion agreed to is discounted as...

follows: There is a monthly term commitment rate (which provides the customer a substantial discount) that is applicable for twelve months and applies as long as the customer maintains service for the same twelve months. If the customer cancels the service prior to this term commitment, the customer did not meet the required commitment and a prorated early termination charge is assessed, in this instance $89.85. When a customer agrees (or even if this disclosure was missed) the customer is sent a letter of confirmation that explains the promotional pricing and the requirements as well the term commitment and any applicable fees should they apply. Additionally, the customer’s monthly billing statements all have this information recapped each month letting the customer know exactly which month they are in (1 of 12, 2 of 12, 3 of 12 etc) in regards to the reaming term obligation to fulfill this commitment. If all the obligations are met for the promotion the customer would have received in excess of $40+ dollars monthly which far exceed the early termination fee assed on this account. 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

I have reviewed the Revdex.com complaint from [redacted] regarding a billing dispute. I would be happy to look into this situation if the customer can provide me the CenturyLink account number in question.Sincerely,Mr.[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink respects the customers wishes and will make every attempt to abide byy there request going forward. Please allow up to 30 days for this ti take full effect. CenturyLink provides that...

this should be sufficient to close this complaint resolved. 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

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. The account, prior to this reply,...

has been canceled and there is not balance due. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced trying to get services disconnected.   Sincerely,   Steve [redacted]

Final Consumer Response /* (2000, 5, 2015/12/17) */
I was pleasantly surprised to receive a small refund check from Century Link December 15 payable to me this time and not my address.
It's not for the full amount I believe is actually owed to me, but guess something is better than nothing. ...

There was no explanation, other than just the check.

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 on 03/03/2017, Mr. [redacted] upgraded...

his internet service to the speed of 1000 megs. This order contained a one year contract. The discount was prorated on the 03/28/2017-04/27/2017 statement as the discount began on 03/03/2018 and the statement had already printed for that bill period, on 02/27/2017. The promotional discount on his 02/28/2018-03/27/2018 billing cycle was prorated, as the promotion ended on 03/03/2018. The 03/28/2018-04/27/2018 statement billed the internet at the full rate, as the promotion expired. Mr. [redacted] may select to add the price for life promotion to his account at this time.I requested Jeff, from our executive technical support team contact Mr. [redacted] to troubleshoot his speed concerns. Jeff has left three messages with his contact information and has not heard back. Mr. [redacted] can contact Jeff directly and he will assist. Due to not having any information on the nature of the issue, I have not issued any credits to Mr. Dittler’s account. If in fact it is a CenturyLink caused issue, Mr. [redacted] may respond to this complaint or speak to Jeff concerning credits.CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. Dittler.AmberCenturyLink Customer Advocacy Group