CenturyLink

06/30/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon receipt of Ms. [redacted]’s complaint, I requested a return label to be shipped to Ms. [redacted]. I had found that on 06/03/2016, credit had already been...

issued in the amount of $217.33 (Penalty for Early Termination 200.00 + Disconnect Service Order Fee 15.00 - Reversal of service from DEC 01 To DEC 27 + taxes, fees and surcharges = $217.33) leaving the account with a zero balance. I also confirmed that a request had been sent to cease all collections and any credit reporting to be deleted. As of 06/23/2016, CenturyLink had received the leased equipment as returned. 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. As this issue has already been resolved, CenturyLink has closed this complaint.Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted]
I am rejecting this response because: Thank you for your response. I also want to be certain that this has also been removed from collections as that bill has affected our credit score.
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, Mrs. [redacted]’s requesting a refund for the amount of...

$27.76 due to overbilling. After further review, Mrs. [redacted] account has been disconnected and credit has been given. The removal of service was due to a duplicate account issue. I couldn’t locate any additional accounts. I left Mrs. [redacted] a voice message requesting a callback for discussion if all concerns haven’t been addressed. ** CenturyLink Customer Advocacy Group

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. When the disconnection of service...

was dated all the charges on the account ending in [redacted] were back dated effectively removing all charges on the account past the 17th of December 2017. Prior to this reply, the customer’s account has been adjusted for the $200.00 early termination fee or a total of $229.84. There are no further adjustments warranted on this account.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[redacted]

Initial Business Response /* (1000, 4, 2015/11/30) */
11/30/2015
CenturyLink 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 contacted CenturyLink Executive repair to make...

contact with her. I received notification that Ms. [redacted]'s CenturyLink service has been repaired. I applied an adjustment to her account for the timeframe of 10/26/2015 - 11/11/2015 (17 days) out of service totaling $64.05.
As the service has been repaired with no further contact to report any other issued, CenturyLink finds this issue to be resolved.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 4, 2015/08/25) */
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 have verified Mr. [redacted]'s repair has been resolved. The delay was caused by multiple outages in the area. I made contact and with Mr. [redacted], explained why the long interval and apologized for any inconvenience. I provided Mr. [redacted] my direct number should this issue come up again in the future.
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, Mr. [redacted] was sent the refund check on September...

19, 2015, the check was cashed on September 28, 2015. I advised Mr. [redacted] my findings, provided my contact information for any further questions or concerns. ** 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 is not satisfactory to me but it is clear that CenturyLink takes no responsibility for the poor customer service they offer so I decline to pursue the matter further.
Sincerely,
[redacted]

CenturyLink appreciates the opportunity to review Ms. [redacted]’s account, [redacted].   Our records indicate Ms. [redacted]’s CenturyLink Internet service is billing at $29.95 before taxes, fees, and surcharges.  The additional $10 promotional discount is applying to her [redacted] bill...

and not the CenturyLink bill.  Ms. [redacted]’s November 28, 2015 bill did reflect a total amount due of $113.40.  However, $74.86 was past due from the October bill, as no payment had been received.  An escalations representative spoke with Ms [redacted] on January 18, 2015 regarding her concerns. [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.
Sincerely,
[redacted]

To whom it may concern: I have reviewed the customers’ complaint and found the following: CenturyLink would be happy to investigate any issues the customer has but is unable to at this time with the information provided in this complaint. The Name, the address and phones listed in the complaint did...

not return any account information. If the customer would still like CenturyLink to assist with this complaint, please have the customer contact the executive office Manager handling this complaint at any of the means listed below. Please have the customer provide the account number or phone number and the service address and any other info as is printed on the bill. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaint. Sincerely, [redacted] Executive Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care [redacted]

I have reviewed the complaint from [redacted] regarding ongoing service issues due to old lines servicing her address. I have requested our Internet Escalations Team check our facilities, get an update on replacement lines and contact her with a resolution. I have also given the customer $100...

credit on her account due to the ongoing issues. We certainly understand her frustration and will do what we can to help.Sincerely,[redacted]

Initial Business Response /* (1000, 4, 2015/10/14) */
CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account, XXX XXX-XXXX XXX. 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.
In an effort to satisfy, a $50 credit was applied to the account on October 13, 2015. The credit should be reflected on Mr. [redacted]'s October 16, 2015 bill. Mr. [redacted] is a valued customer and I regret he was not treated in this manner. CenturyLink apologizes for any inconvenience Mr. [redacted] has experienced.
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We appreciate the apology from CenturyLink and the credit to our account. I also want to mention that the local service manager, [redacted], was fantastic. He was very helpful in restoring our service. As it turns out, the tech who upgraded our internet forgot to flip a couple of switches to turn our phone service back on. The repair took less than two minutes to fix. Too bad that we couldn't get that kind of service from the very beginning. I had to contact the Utah area service manager to get a response from anyone. [redacted] should get a rise or a promotion because he knows what customer service should look like and he does it. Thank you [redacted].

Initial Business Response /* (1000, 4, 2015/09/14) */
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,
Ms. [redacted] opened a fraud ticket on May 28, 2015, documents supporting Ms. [redacted] claims were requested at that time. Ms. [redacted] has not provided any of the required documents requested. Ms. [redacted] will need to contact CenturyLink fraud group @ X-XXX-XXX-XXXX for further handling of her dispute.
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have received the Revdex.com complaint from [redacted] regarding a delay in getting internet service activated to her house. I apologize for the delay in getting the customer's service activated that would be frustrating to say the least it sounds like they are in a...

bandwidth exhaust area that we are trying to get upgraded.  I would be happy to get a status update from the Area Plant Manager if the customer can provide me with their order number I was unable to find the pending account with the information provided. Sincerely,Mr.[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. I verified Ms. [redacted] was advised on September 19, 2016 the...

billing was correct, The past due billing in dispute was for multiple months of Prism Charges that weren’t combined with her regular billing statement. Talking with Ms. [redacted], I offered to have our credit and financial service group setup payment arrangements. Ms. [redacted] declined my offer, advised me she has already went with a different service provider. I apologize for any inconvenience CenturyLink may have cause Ms. [redacted]. ** CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Ms. [redacted], regarding her billing dispute.  I have reviewed her account and found the following: After review of the account, Ms. [redacted] established service August 20, 2015. The service was...

later disconnected December 14, 2015. Upon disconnecting service a return label was mailed and our records indicate that the modem was returned. In addition, notes indicate that Ms. [redacted] made a number of calls regarding her concerns with her high speed internet service. As a matter of satisfaction I have adjusted the billing to a zero balance. CenturyLink apologizes for any frustration. Sincerely, Ms. [redacted] CenturyLink Customer Advocacy

07/08/2016 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 closed this complaint.  Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

09/01/2016 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 reviewed all calls and trouble tickets to CenturyLink’s repair department and found the...

following:________________________________________________________ Ticket [redacted] was created on 5/7/16 at 1:16 PM and completed on 5/7/16 at 4:10 PM.  The tech notes - Set up modem for customer, tested good to jack, gave customer info on wireless. Ticket 9181829 was created on 7/14/16 at 2:08 PM and completed on 7/15/16 at 10:27 AM.  The tech notes - Tested cable pairs, tested drop and inside wire, all within working range, replaced jack in bedroom, got good speed at jack. Ticket 4009847 was created on 7/30/16 at 9:04 AM and completed on 7/31/16 at 1:01 PM. The tech notes - DSL/trouble with customer cpe. No sync - found modem defective. Installed new 1100. On 8/10/16 at 8:29 AM CDT the customer spoke with an agent & the following was notated. "The customer requesting sup over repeated issue with internet. Currently show ip bound and ping able, modem connected in RX showing both wired and wireless devices active. Customer confirms surf on wireless Smartphone, but pc connected via Ethernet cannot surf or access modem gui. Will try another pc and call back." Possible issues - Could be an issue with the Ethernet cord, that particular port on the modem or the PC.  Since it works on a different device we know it is not the data service.  Since attempts to reach the customer have not been successful, we will have to wait for the customer to contact us again. ________________________________________________________  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. Per the calls and trouble tickets, Ms. [redacted]’s service would be considered out of service for 6 days (05/05/2016to 05/07/2016; 07/14/2016 to 07/15/2016; 07/30/2016 to 07/31/2016). Per CenturyLink records, out of service credit has already been issued for more than the timeframe of out of service. 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. As this issue has already been resolved and out of service credit has already been issued, CenturyLink has closed this complaint. Sincerely, [redacted]
CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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. A credit for $105.99 was applied to the account on February 11, 2015. Since the account is closed, a refund check will be issued.  CenturyLink regrets any inconvenience Ms. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy