CenturyLink

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. After further reviewing all concerns with Ms. [redacted], I have...

agreed to have my credit department send a Hard Inquiry Removal Letter to [redacted]. I advised Ms. [redacted], the request for removal could take up to 30days. Ms. [redacted] has been provided my direct contact information for any further questions or concerns.   CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms. [redacted]. ** CenturyLink Customer Advocacy Group

07/25/2016 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 finds no additional credit adjustment to be warranted. CenturyLink has closed this complaint.  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.
They also wanted my account # to resolve this. Acct# [redacted]
Sincerely,
[redacted]

11/04/2016  1. It does not address that the service speeds promised were not provided      CenturyLink provides an up to 1.5m of service. Per the CenturyLink Term agreement passage found at www.centurylink.com/terms :  We will provision qualified HSI Service lines at the maximum line rate available to your location based on our standard line qualification procedures, unless you have selected a level of service with a lower maximum line rate. Bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device connected to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factors. The speed of the Service will vary based on network or Internet congestion, your computer configuration, the condition of your telephone line and the wiring inside your location, among other factors. We make no guarantees or representations related to download or upload speeds. 2. It does not address that their representative did not disclose when offering a discount that it would require a 12 month obligation CenturyLink provides an allotted amount of time (30 days) to dispute should disclosures either not be made OR if a customer does not remember the disclosures. As CenturyLink has sent 6 written reminders on each bill statement since the contractual promotional discount was offered and accepted: ---------------------------------------------------------------------...⇄ and Home Phone Promotion Month 6 of 12 11.05 High-Speed Internet Loyal Customer Credit 6 of 12 7.00 --------------------------------------------------------------------------------...⇄ Promotional Discounts $18.05--------------------------------------------------------------------------...⇄ of Your Internet and Home Phone Charges Internet and Home Phone Service Period: May 16 - Jun 15  Internet Service and Local Phone Service reflects charges, fees, usage & discounts provided by Qwest Corporation DBA CenturyLink QC.  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 04-27-2017 your monthly rate will change to the standard rate. --------------------------------------------------------------------------------...⇄  CenturyLink has reviewed our previous responses to Ms. [redacted]’s issue. After careful consideration, we find our original investigation and response to be valid.  CenturyLink has sustained the contractual obligation if the service is disconnected before the contractual expiration date of 04/27/2017. 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 poor experience trying to get assistance by phone and our live chat help option. We apologize for the poor customer service experience and certainly understand how frustrating this would be trying to get help I...

reviewed the account and show the customer has a pending order to disconnect the service on the day their service agreement expires. If they reconsider keeping our service I would recommend they speak to our Retention Department to see what promotions they may qualify for [redacted]. If they have any other questions or unresolved issues I would be happy to further assist. Sincerely,[redacted]

CenturyLink appreciates the opportunity to review Ms. [redacted]’s account, [redacted].   Our records indicate the account was established on August 5, 2015.  Several repair tickets were opened from August 12 to October 13, 2015.  Ms. [redacted] spoke with representative on...

October 13, 2015 who agreed to credit one month of service due to the repair issues.  The representative also agreed to waive the Early Termination Charge, if Ms. [redacted] disconnected her account.  Ms. [redacted] decided to keep her service and no order was issued.  She has been paying for the service and no new repair tickets have been opened since October 13, 2015.  Ms. [redacted] spoke with a representative on March 14, 2016 and requested the disconnection of her account.  Ms. [redacted] was correctly advised that if the account was disconnected prior to the commitment date (August 5, 2016), she would be billed an Early Termination Fee.  [redacted] CenturyLink Customer Advocacy

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 prefer that you would send me a refund check versus a credit towards my bill.  If not I'm just glad that this is finally resolved.   
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. As of today 8/7/2016 [redacted]'s credit report shows that Century Link has either not reported or resolved any submission to his credit report and as long as this is true then I am satisfied.
Sincerely,
[redacted]

Complaint: [redacted]
I reject this response because advertising and charging for a service cannot be voided with a statement that says, in essence, you may or may not get the service we advertised and you are paying for.  That is a deceptive business practice.  I am paying for "up to 12mps", but am getting less than 1.5mps; a speed the CenturyLink Technical Rep said was the "minimum".Ultimately, I request that CenturyLink improve their infrastructure in the [redacted] area to improve Internet speeds.  In the meantime, I request a discounted rate to match the reduced service.
Sincerely,
[redacted]

06/28/2016 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 number [redacted], I found that on 05/05/2016 Mrs. [redacted] had called about billing. She was...

advised of the past due balance on the account.  On 05/18/2016, CenturyLink received a port order request to release the phone number [redacted] to another provider, due dated of 05/23/2016 (this is a system generated order). The port order request generated an order to convert the account from a phone and internet account to a pure broadband (standalone internet) account with new account number [redacted]. The order actually completed early on 05/20/2016. CenturyLink is predominantly a phone company and the internet flows through the same ports as a phone, all lines are issued a phone number. Pure broadband customers have this number as a product id.  The first bill statement with new account number [redacted] included a reversal of phone and internet from the timeframe of 05/20/2016 to 06/21/2016 and charges for pure broadband for the same timeframe and one month in advance at the rate of $49.00 - $10.00 loyalty credit + surcharges + late fee = $34.52 (CenturyLink did not receive payment for the previous bill statement resulting with a total balance due of $103.05). On 06/27/2016, Mrs. [redacted] called to CenturyLink inquiring about promotions. The agent she spoke with offered to apply a new 12 month term promotion (with requirements of CenturyLink autopay and paperless billing) reducing the rate by $19.05 together with the existing loyalty credit of $10.00 (11 more months left) making the monthly recurring term promotional fee $19.95 (before taxes, fees and surcharges) until promotion expire. The agent also gave a onetime courtesy credit of $40.00. 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 this issue has already been resolved by the order for new promotions and courtesy credit, CenturyLink has closed this complaint.Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates the opportunity to review Ms. [redacted]’s account, [redacted]   Our records indicate the account was disconnected on October 12, 2015.  A return label packet was shipped to Ms. [redacted] on October 12, October 13, and November 5, 2015. ...

Our records do not reflect the modem was returned.  Thus, the account was correctly billed the purchase price of the modem ($104.99) on December 15, 2015.   While the charge is valid, an adjustment has been applied to Ms. [redacted]’s account, in an effort to satisfy.  A credit for $104.99 was issued on May 18, 2016 and the account currently reflects a zero balance due.  CenturyLink regret any inconvenience Ms. [redacted] has experienced.      [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account, [redacted].  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 Mr. [redacted]’s account was established with a twelve-month promotional discount with term commitment.  The promotion also included the presence of Auto Pay and Paperless billing to get the maximum monthly discount.  Informaiton regarding the promotion, including the term commitment, is included on the monthly statement.   Mr. [redacted]’s Internet service was billing at $39.95 ($74-$34.05) before taxes fees and surcharges.  He received a one-time $25 promotional credit on the May 19, 2015 bill.  His promotional discount expired in April 2016, as reflected on the April 19, 2016 bill.  He is currently not receiving any promotional discounts and has fulfilled his term commitment.  Mr. [redacted] can contact our business office to see if his account is eligible for a new promotional discount or, since the term commitment reflected on his monthly bill has been met, he can disconnect at any time without penalty.   In an effort to satisfy, a credit for the expired discount for May and June has been applied to his account.  A credit for $68.10 was issued on July 19, 2016 and should be reflected on the July 19, 2016 bill.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   Margaret CenturyLink Customer Advocacy

I have reviewed the complaint from Jared regarding internet speed issues. I checked the customer's service showing the issues have been resolved they are training at 108% with a very stable connection. Due to the issues they were having I adjusted 1/2 a month charge the credit will show on their...

next statement. We apologize for the service issues and certainly understand their frustration. Sincerely,Mr.[redacted]

Mr. [redacted] has been advised that early termination fee is valid. CenturyLink records can only be shared through a subpoena process. I left Mr.. [redacted] a voice message with my direct contact information for any further questions or concerns as this complaint is closed.  [redacted]

I have reviewed the closed account showing [redacted] was given a $25.05 discount each month for being in a term commitment. CenturyLink reminds our customers every month that they are in a term commitment and when it expires on their bill each month.  "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 07-31-2018 your monthly rate will change to the standard rate. Note: This discount may vary depending on the presence of AutoPay and Paperless Bill"  [redacted] had received $178.50 in discounts during the 7 months he had our service. Based on my findings the early termination fee is valid and sustained. Sincerely,Mr.T[redacted]

Complaint: [redacted]
I am rejecting this response because: this is not just a mere billing issues but a misrepresentation on the part of centurylink at the beginning of the stated contract. Hidden fees that I was not informed of and again it does not cease. My contract was to be for 35$ monthly. No one informed me of recurrent or paperless needed to apply for that price which resulted in monetary loss. Again the contract of 2 years was supposed to protect my fee for 35$ monthly. No one spike to me of overcharges of 3.95 monthly atop of the alloted price divulged otherwise what is the use to go on a contract with a company that makes statements and then rises the prices in other ways by the means of other charges for the same services provided. I merely paid the dues to see how your company would react and see if my complaint would be taken seriously as well as see to the compensation for my losses because of the misrepresentation that I was provided with as a client. At this point, I see that you are used to just manipulating people and their money. I was promised a charge of 35$ for my Internet services for a 2 years period. No other charges were supposed to be occurring hence why I even purchased the modem right off to not have extra charges. Your company lies, offers bad customer representative services to resolve issues that causes monetary losses on the part of simple people who ate working hard to make that money which is not ok. I maintain that centurylink uses misrepresentation to get people to sign up and get under contract under certain terms to hike up the prices by other means which makes a contract useless and literally uses uncertain methods that are not previously mentioned to get more money and bad representation that helps no one get anywhere as far as what client services should offer. It's not a client service, it's a client nightmare. I am not the 9nly person to feel this way. A business Facebook page should not be the place where people reach out to resolve issues yet centurylink clients are so at lost, unheard and frustrated. That it's the only outlet they have left to go to. Maybe it should be the place I would start to petition people who feel that there was a misrepresentation for further measures.
Sincerely,
[redacted]

01/18/2016 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 new install order and delivery of equipment completed on 12/17/2015. The first bill statement...

generated on 12/19/2015 that billed a month in advance and an activation fee. Mr. [redacted] called on 12/21/2015 and requested to disconnect service. An order was placed with an effective bill date to the install date. Unfortunately the bill statement was not available to adjust the activation fee. When the final bill statement generated all charges except the activation fee was adjusted. On 12/29/2015 CenturyLink received the equipment back. I have adjusted the balance in full leaving a zero balance on Mr. [redacted]’s CenturyLink account. Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because:  Please see the attached documentation on the subject.  I have everything documented when I originally tried to disconnect.  Your (Revdex.com)website didn't allow me to put this down at the time of complaint.  On 3/18/16 when I did reach someone they didn't tell me what to do with the equipment I have and were VERY rude!!  A few days later an empty box showed at my door from Century Link.  Im assuming they want me to send back the equipment I have of theirs but no one told me to do so.  Their customer service is TERRIBLE.  I work in customer service and wouldn't talk to someone the way I was talked to.  Dealing with Century Link is a pain in the neck!!
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  This resolution is satisfactory to me as long as what is stated is true: I will not be billed more than the $40 per month for my life time, and there are no more over charges on my account. The changing promotions and misinformation provided by Century Link Representatives have led to charges I did not agree to, with a one time $40 credit solution to the billing over charges.  In the future if I am overcharged by Century Link I want to have the account corrected and over charges credited back without this one time $40 as an only solution. 
Sincerely,
[redacted]

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account, [redacted].  I would like to apologize for the less than exemplary service that Mr. [redacted] feels he 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.   A technician was dispatched on October 25, 2016 and found the service was good to the Network Interface.  A Broadband Escalations Representative spoke with Mr. [redacted] and confirmed the service was working properly.  Three technicians in five weeks have been dispatched.  All confirmed the service tested good at the Network Interface.   While the service appears to be working correctly, an adjustment for one month of service has been applied to the account, in an effort to satisfy.  A credit for $24.50 was issued on October 26, 2016 and should be reflected on the November 22, 2016 bill.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   [redacted]
[redacted]