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. Upon review, I have verified an adjustment for the amount...

$34.94 had been processed to close out the final billing. All collections have been suspended and removed from our collection agent. I apologize for any inconvenience CenturyLink may have cause Ms. [redacted]. ** CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because: The equipment that they claimed we never returned, was returned to the location in Tucson, AZ when we were told it was not compatible with our new address back in December of 2015. It was handed over to an associate located in the [redacted] on [redacted]. 
Sincerely,
[redacted]

04/15/2016 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 CenturyLink had sent a leased modem router to Mr. [redacted] on 04/01/2014. I found no record,...

order or bill statement of Mr. [redacted] purchasing a modem router from CenturyLink. I had support research usage and found the first call about issues was on 03/18/2016. The usage before 03/18/2016 was nothing excessive or out of the ordinary for a high speed connection. On 03/18/2016, the service was down and a technician was dispatched and a replacement leased modem router was delivered on 03/24/2016. Since the replacement the service is stable and trained for the speed subscribed to. I have issued credit for out of service from 03/18/2016 to 03/24/2016 in the amount of $12.76 ($50.64 / 30 days in a bill cycle = $1.69 a day for service x 7 days (03/18/2016 to 03/24/2016) = $11.83 for out of service credit + taxes $0.93 = $12.76). As Mr. [redacted] has received a replacement leased modem router and credit for out of service from the date CenturyLink was notified of the issue to the date the replacement leased modem router was delivered, CenturyLink has closed this complaint and apologize for any inconvenience this may have caused. Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution isn't the best answer and I am still unhappy; however I will let this matter end. 
Sincerely,
[redacted]

I have reviewed the Revdex.com Complaint regarding a rate dispute. I reviewed the account and show after the first month the extra $10 discount for auto pay and paperless billing fell off. The notes indicated a $10.00 credit was issued and help offered to get auto pay set up. The next...

month the new discount hadn't kicked in yet the customer refused to make a payment  requested service canceled then refused save offer from our retention department.  I have credited the other three months  extra $10 promotion for a credit of $30.00 which has posted. The customer needs to call in and pay the balance to get the service restored and auto pay set up to continue their promotion and service agreement [redacted]. We apologize for any frustration this has caused our customer our employees have offered to help correct the error.Sincerely,Mr.[redacted]

I have received a copy of the Revdex.com complaint filed by Ms. [redacted], regarding a billing dispute. After investigation of Ms. [redacted]'s account it has been found that per our notes that a contract was in affect on this account. Our notes show that the customer contacted our...

customer care when promotion ended and renegotiated a new promotion on services. The promotion was a verbal agreement which was agreed upon on through 09/13/18. CenturyLink provided exclusive discounts to Ms. [redacted] for the agreement of the contract. Our records also indicate that on 10/25/17 when Ms. [redacted] contacted our customer care to cancel she was made aware of the early termination fees because she was in a contract and the customer proceeded to cancel services. After our investigation we have sustained the early termination fees charged as service was disconnected before the agreed up on end date. For further questions or concerns please contact our team at 1-800-788-3500. CenturyLink has closed this complaint. Sincerely, Mr. C[redacted]

10/17/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of [redacted]’ CenturyLink account, I found the service was originally installed into address: [redacted] on 07/14/2016 then moved to...

address [redacted] [redacted] on 07/26/2016. There were 2 dispatches set to have a technician visit [redacted]’ address to assist with the issues however both were closed with “Dispatch request canceled”. Upon review of the service, I found no usage and [redacted] returned the leased modem on 08/16/2016. [redacted] verified her request to disconnect the account. An order was placed to disconnect the account and all the charges were reversed/credited. [redacted] will receive a full refund shortly of the payments made to CenturyLink in the amount of $298.61 ($50.00 deposit paid on 07/08/2016 and $248.61 paid on 09/11/2016). CenturyLink strives to provide quality products and services and appreciates the opportunity to address [redacted]’ 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. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I have talked to five people at century link. Giving them all the same information. And still nothing is fixed. 
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 they did offer to credit the balance.  For the record, I would like to clarify that at no time did I ask to disconnect ###-###-#### nor was it ever disconnected; we only asked to add internet this number.  For the life of me I have no idea what ###-###-#### is for and neither did the Customer Service person at Century Link and that is what we were upset about.  I am Happy to get the credit, however, felt the need to set the record straight.
Sincerely,
[redacted]

After investigation Mr. [redacted] is not owed $70.09 as a refund after he canceled his services. The customer was billed $69.06 on June 19th 2017 for the service dates between June 19th and July 18th 2017. The customer had made a payment for this amount on July 3rd 2017. The service was terminated on July 17th and a prorated credit was generated for the 1 day of service that wasn't used in that billing cycles which was for -$1.03. The customer was given an adjustment earlier in the month before canceling of $31.11 which is why the customer is receiving a credit of -$32.14. Centurylink.Furthermore, Centurylink previously has provided Mr. [redacted] with instructions on how to return modem to avoid additional charges for the equipment. Centurylink has closed this complaint. Sincerely, [redacted]

CenturyLink appreciates Ms. [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 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 Ms. [redacted]’s promotional discounts expired in September 2017.  Ms. [redacted] spoke with representatives on October 19 and November 16, 2017 regarding her monthly cost.  There are no notations that indicate she requested the disconnection of the account.  The account was suspended for non-payment on March 1, 2018.    Ms. [redacted] spoke with a representative on April 16, 2018.  An order was issued to disconnect the account.  A November 4, 2017 effective bill date was used, in an effort to satisfy.  The effective bill date with credit previously billed charges back to November 4, 2017.   CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   Margaret CenturyLink Customer Advocacy

CenturyLink appreciates Ms. [redacted] writing regarding her recent experience with our company.  I regret to inform Ms. [redacted] that she did not include sufficient information for CenturyLink to conduct an investigation.  In order to investigate the complaint, the CenturyLink account number will...

need to be provided.  I attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessful in finding an account in Ms. [redacted]’s name.  Once this information is received, CenturyLink will be happy to investigate the complaint.  ** CenturyLink Customer Advocacy Group

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 made contact with Mrs. [redacted] for further...

review of her concerns with bundle billing. I explained the full monthly charges and with Ms. [redacted]. Inconsideration to any misunderstanding of the full monthly charges, I agreed to a onetime adjustment of $150.00.  The adjustment covers the difference in cost for service in regards to Ms. [redacted]’s claims. Ms. [redacted] agreed to the adjustment as to resolving this complaint. ** CenturyLink Customer Advocacy Group

(The consumer indicated he/she DID NOT accept the response from the business.)
I told you this would happen. CenturyLink is such a large company with departments all over the country that do not talk to each other. It took me about 1 hour to get the right department who could actually find my account.
Here is the phone number that actually works:
###-###-####
Here is the ticket number I opened with them:
Ticket [redacted]
Please let me know if you still can't find the account.

Initial Business Response /* (1000, 8, 2015/08/20) */
Ms. [redacted] was on a contract promotional offer which ended on 7/1/15, which is why billing is higher. She is now being charged a regular non-promotional rate for CenturyLink internet services. If Ms. [redacted] wishes to be placed into a new...

promotional offer/commitment we can advise her of her choices/new offers. She will need to contact our retention department @ X-XXX-XXX-XXXX and ask to speak with a retention representative.
Thank you,
[redacted]
CenturyLink Customer Care
Initial Consumer Rebuttal /* (3000, 10, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My contract was currently over in 2014 for Centurylink. The contract that ended on 7/1/2015 was for [redacted] only which I was bundled with through Centurylink. I was told by a Centurylink Rep. If I called before July 2015 ended they would see what promotions they had to offer before increasing my service with them. I called but was still billed for the regular rate. I was misled. I wad told because of being late on my billing I would have to do a 12/month committment for the rate I was once paying. I will pass.
Final Business Response /* (4000, 12, 2015/09/04) */
CenturyLink does offers promotional pricing which may include monthly discounts for new customers. These promotional discounts are not automatically reapplied once the promotion has ended, which is generally a 12 month period. Promotional offers change frequently and the same promotional rate is not guaranteed each year.
If a customer calls in and speaks to a CenturyLink Customer Care Retention Representative and requests to be placed on a new promotional offer, the promotional discount is renewed if there is a new promotion available. The 12-month promotion begins once the new promotion is added. Promotional discounts are not retro/back billed to previous months and the renewal dates can vary based on when the promotion expires.
CenturyLink apologizes to Ms. [redacted] for any misunderstanding.
Sincerely,
[redacted]
CenturyLink
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (2000, 14, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept due to Centurylink promotion policies. Currently looking for better options cheaper than what's being paid.

03/04/2016: Our records indicate Mr. [redacted]’s services were installed effective 9/29/2015. Mr. [redacted] had active service with CenturyLink from 09/30/2015 – 10/28/2015. The customer’s initial billing statement for these services was processed on 10/24/2015. This statement reflected the $58.51 payment submitted on 10/16/2015 and a $50.00 adjustment, which added together took care of the previous balance on the bill totaling $108.51. This statement included regular month in advance charges covering dates of service 10/24/2016 – 11/23/2016, as well as prorated charges from the date of installation covering 9/30/2015 – 10/23/2015. The total amount for current charges billed was $328.64. On 10/28/2015 an order to disconnect all service, per customer’s request, was processed. This order was requested and provisioned after the initial billing statement had processed on 10/24/2015. The November billing statement processed on 11/24/2016. It reflected the prior balance, for the 10/24/2015 bill, totaling $328.64. This bill reflected an adjustment in the amount of $136.78, covering removal of the service upon disconnection effective 10/29/2015 and for pro-rated dates of service previously billed on the 10/24/2015 statement for services dating 10/29/2015 – 11/23/2015. It also reflected a payment from Mr. [redacted] in the amount of $191.86, which when applied to the balance after all adjustments were applied left a zero balance, however the billing statement also included current charges of $309.85, which covered a charge of $300.00 associated with non returned PRISM Set Top Box equipment and power cords. The current charges for the 11/2015 statement totaled $309.85. The December bill reflected the $309.85 previous balance, an adjustment in the amount of $45.29, leaving a balance forward owed of $264.56. It reflected current charges of $320.25, which was for non returned equipment. The total balance due for the December statement equaled $584.51. The January statement processed, reflecting the $584.81 previous balance (264.56 + 320.25 = 584.51), a $320.25 adjustment for the charge for equipment on the 12/15 bill, which was duplicate billed in error, leaving a  balance forward and due of $264.56; The adjustment I applied to the account of $160.40, deducted from the $264.56 balance, left Mr. [redacted] with a total balance owed of $104.16. Once Mr. [redacted] returns the PRISM equipment he was billed for on the 11/2015 billing statement, that charge can be adjusted from the account. His account will then actually reflect a credit balance because of the customer satisfaction credit I recently applied to the account, which truly was related to charges associated with this equipment. If Mr. [redacted] needs a return label and box to return the equipment, he can contact our Customer Service center at [redacted] and the associate he speaks with will be happy to assist him in getting those sent to him. Respectfully submitted, Ms. [redacted] CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Yes I did...but Direct TV said that had nothing to do with centurylink....that centurylink did not overpay them as they told me...when I questioned centurylink about the collection agency notification...I asked them why I was sent a a gift card from them and then sent into collection...They had no answer for it...said they would need to check into it.  Was dumb founded...then when I spoke with them in follow up that they said I didn't call before...that is what they came up with as an excuse then.  They would have never said anything about it if I wouldn't have brought it up and asked about it.  Once again it is just another excuse on their part.  It is the principle of the thing...they have caused s much confusion as well as the nasty way it was handled...they made the whole thing up and am trying to get more money from a bill that was paid in full...the gift card happened after they told me the bill was paid in full.

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, This issue has already been escalated to the...

[redacted] Attorney General’s Office. Mr. [redacted] will receive a response for all concerns through the [redacted] process. ** CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because:Century Link will still charge a late fee as bill payment will always arrive late. I receive bill about the 17th of the month and it will take another 10-15 days to be at Century Link'This is now stanard for US mail.  Century Link just needs to waive this late fee.
Sincerely,
[redacted]