CenturyLink

CenturyLink appreciates [redacted] giving us the opportunity to review our handling of her account, [redacted].  I would like to apologize for the less than exemplary service that [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 the account was established on January 26, 2017 and disconnected on February 10, 2017.  The account had a Home Phone and Internet service.  CenturyLink offers a thirty day guarantee on Internet service but not the Home Phone.  As reflected on the March 1, 2017 Revised Final bill, the balance due on the account is $81.16.   In an effort to satisfy, an adjustment has been applied to the account.  A credit for $81.16 was issued on May 11, 2017.  The account currently reflects a zero balance due.  CenturyLink regrets any inconvenience [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

02/14/2017 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon receipt of Ms. [redacted]’s Revdex.com complaint, I requested repair escalations to investigate the complaint and resolve the issue. I was...

advised that a repair technician was dispatched on 01/19/2017 and the issue was resolved.  I have issued an out of service credit for the timeframe of 12/13/2016 to 01/19/2017 totaling $36.48 (28.63 billed amount / 30 day bill cycle = 0.96 rounded up daily rate X 38 days = 36.48). CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms. [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 repair had been completed and out of service credit has been issued, CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because: the original contract/agreement has yet to be honored. 
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 a contract, as well as a loyalty...

discount, was added to Mr. [redacted]’s account on 08/16/2017. When an order is placed for a CenturyLink customer, a letter is generated to advise them of what has been added to their account. In addition, we print the contract details and expiration date on their monthly billing statement. We apologize if the agent did not communicate the addition of the contract to Mr. [redacted] clearly. I most cases we can resolve this situation by listening to the original call. Unfortunately, the call recording has expired from our system. Due to the inability to review the call, I have waived the contract termination fee on his disconnect order.Appropriate feedback and training will be provided to the agent to ensure they clearly communicate any changes made to a customer's account. 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 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 with Mr. [redacted], I verified Mr. [redacted]...

resolved all billing concerns in this complaint with CenturyLink local management. Mr. [redacted] assured me he is happy with the resolution and asked to close complaint. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. **

04/14/2016CenturyLink 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 the new install order was created on 09/29/2014 and completed on 10/02/2014 with no deposit requirement and...

no payment for a deposit was made. All deposits must be taken during the new service order or when adding a new product to an existing account. I found the first payment made was on 10/29/2014 for the amount of $113.28 as payment in full for her first bill statement 10/07/2014:BILL DATE: OCT 07, 2014 [redacted]   [redacted]               [redacted]                   NEW CHARGES $113.28 TOTAL AMOUNT DUE $113.28 DUE DATE FOR NEW CHARGES OCT 26, 2014PAYMENT OCT 29, 2014 $113.28CAs Ms. [redacted] did not make a payment for any amount as a deposit, CenturyLink finds the balance due of $146.72 as valid for services provided and not yet paid for by Ms. [redacted]. CenturyLink has closed this complaint with no credit warranted.Sincerely,[redacted]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] **, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

CenturyLink appreciates Mrs. [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 an outage in the [redacted] area...

may have caused confusion when Mrs. [redacted] called in to report her phone trouble. I reached out to Mrs. [redacted] to apologize for interval time for the repair to be resolved. I agreed to a onetime credit of $20 due to the repair issue. ** CenturyLink Customer Advocacy Group Tell us why here...

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. After reviewing all concerns with Mr. [redacted], I verified the...

billing was correct after a new promotional discount was added. I agreed to credit Mr. [redacted] $161.00 as a onetime courtesy credit for the late payments and past billing disputes. Mr. [redacted] will review all past television billing concerns with DirecTV. Mr. [redacted] is satisfied with the resolution for all concern on the CenturyLink servicing side. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted]. JJ CenturyLink Customer Advocacy Group

Complaint: [redacted]FOUR TIMES I have submitted an application--the SAME application each time--to Century Link for the Lifeline discount to which I am legally qualified. Each time I included, OVER AND OVER AGAIN, the documentation proving I am a low-income senior citizen. With the fourth application submitted I also included photocopies of my ** driver's license and [redacted] card, clearly showing both my date of birth and social security number. Century Link is lying if they say they never received this information. An honest and reasonable company would have contacted me to ask for additional documentation had such documentation been needed, which in fact it was not. Instead Century Link each time apparently destroyed my application materials and sent me a new blank application to fill out ALL OVER AGAIN, thus showing their utter contempt for me as their customer. I have terminated Internet service with Century Link as of July 6, and as of today, July 25, I have also terminated phone service with them as I will not do business with such a dishonest company any longer. But Century Link is still billing me for Internet service through July 15 and phone service through August 15. They are also trying to bill me for changing my long distance carrier when I in fact had no long distance plan. And trying to charge me a late fee when it was they who refused to revise my bill after I terminated Internet service with them. I will never do business with this horrible, ruthless, dishonest company company again.
Sincerely,
[redacted]

CenturyLink appreciates the opportunity to review Mr. [redacted]’s accounts, [redacted] and [redacted].  Our records indicate Mr. [redacted] spoke with a representative on January 14, 2016.  A new promotion was added to the account that included a landline and twelve-month...

commitment.  This order completed on January 18, 2016 and the account number was changed to [redacted]. The February 10, 2016 bill was higher than expected, as it included pro-rate charges and non-recurring charges.  It also included the following information regarding the term commitment. 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 01-18-2017 your monthly rate will change to the standard rate As stated on the monthly billing statements, Mr. [redacted] was receiving a reduced monthly rate for his High Speed Internet service because of the 12-month term commitment.  In addition, Mr. [redacted] would have received a confirmation letter, which would have included this information.  The Early-Termination Fee is not a penalty.  Rather, it is an offset or recovery of CenturyLink costs related to early termination and the discounts associated with the term commitment.  Mr. [redacted] was receiving $96.04 in monthly discounts because of the commitment.  There are no notations on the account that indicate Mr. [redacted] called to question the verbal commitment or the associated discounts.  Mr. [redacted] disconnected his account on March 25, 2016.  He was correctly billed an Early Termination Charge on the March 25, 2016 Closing bill.  In an effort to satisfy, a credit for $130.14 was applied to the account on May 16, 2016.  The account currently reflects a zero balance due.  CenturyLink regrets any inconvenience Ms. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Ms. [redacted]’ account, [redacted].   Our records indicate the account was established on August 4, 2014.   The account was suspended for non-payment on October 9, 2014 and disconnected on November 28, 2014, with an October 9,...

2014 effective bill date.  There are no notations on the account that Ms. [redacted]’ requested the disconnection of the account or called to question the monthly bills that were being generated.    While the amount due is valid, a credit has been applied to the account, in an effort to satisfy.  A credit for $303.03 was issued on September 14, 2016 and the account reflects a zero balance due.  CenturyLink has contacted the collection agency and requested the removal of any credit reporting that might have occurred.   [redacted] CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from [redacted] regarding poor internet service. I apologize for the ongoing problems I have requested out Internet Escalations Team to contact the customer and help resolve the ongoing problems they are our highest lever of tech support. They will...

be in touch within two business days.Sincerely,Mr.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I'd like to state for the record in light of CenturyLink's response, that the entirety of this issue occurred while I was enrolled in their "Autopay" and "Paperless" options.  As a result of the issues derived from the incorrect charges, I canceled my Autopay service until the monthly billing issue could be corrected (so as to avoid being caught in a cycle of automatically charged incorrect amounts).  Following my canceling of Autopay, it became very apparent that CenturyLink was more concerned with getting me to sign back up for the process than actually fixing my problem (no doubt because Autopay clearly provided them with an avenue of easily collecting revenue).  Only upon being informed that I had reported them to Revdex.com, did CenturyLink suddenly miraculously change their tone of brick-walled inability to address my concerns and discover a way to correct my billing for the month of October to the correct amount owed.  While it does not fix the larger issue at hand here which is negligent customer service, poor employee training, and a trend within the company to be more concerned with profit than delivering an acceptable product, I acknowledge that these issues are not logically items that can be fixed by this avenue of action, and as such I find that this specific resolution is satisfactory to me.  Thank you for your assistance with providing a degree of mediation and customer assistance to this matter. 
Sincerely,
[redacted]

CenturyLink appreciates Mrs. [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 Mrs. [redacted]’s billing error was resolved...

on August 23, 2016, at that time the billing was corrected and fixed. Mrs. [redacted] was also credited back $55.79 for the prorated charged billed without the discounted promotional rate. I apologize for any inconvenience CenturyLink may have cause Mrs. [redacted]. ** CenturyLink Customer Advocacy Group

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: As requested by the customer, due to the extremely complex issue of how the orders were written and the issues of down time, promotional pricing that differ or expired...

on the previous account, per the customer’s request CenturyLink will contact the customer directly. Please have the customer contact the manager handling this complaint by any of the means listed below directly with a time that is convenient so that we may resolve the customer’s issues and concerns. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted] [redacted]

CenturyLink appreciates Ms. [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 Ms. [redacted] was advised on April 14,...

2016, internet cost of service will be billed at the regular rate of $71. Ms. [redacted]’s location did not qualify for an Internet promotion due to the type of technology available. I made contact with Ms. [redacted] for further review of this complaint. Inconsideration to Ms. [redacted]’s ongoing billing trouble, I agreed to a onetime adjustment of $100. I apologize for any inconvenience CenturyLink may have cause Ms. [redacted]. ** CenturyLink Customer Advocacy Group

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. I verified [redacted] was advised on September 6, 2016, ...

The 5 year price lock promotion was only for CenturyLink Internet and Home service, [redacted]’s offer was for 1 year. CenturyLink has no control over the agreement between [redacted] and [redacted], therefore any billing dispute would need to be handled with [redacted]. After careful review, all billing is valid and has been sustained. ** CenturyLink Customer Advocacy Group

CenturyLink appreciates Ms. [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, This issue has already been escalated to the...

CenturyLink Executive Office. Ms. [redacted] has already received a response for all concerns through the Executive Office process. ** CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by [redacted], regarding a billing dispute.  Unfortunately, [redacted] did not provide his CenturyLink account number. In order to investigate his complaint, I will need the CenturyLink account number. Once I have...

the necessary information I will be able to investigate his concerns. CenturyLink apologizes for any frustrationSincerely, [redacted]