CenturyLink

Complaint: [redacted]
I am rejecting this response because: This is not what I signed up for. There are notes in Late March or early April at the company, because one of their Reps found them,  regarding what I agreed to. They only want to give me partial credit of $ 70.88 on 7/8/2016 "[redacted]"     They also state that I HAVE TO sign up for paperless billing: which I have" and auto pay in order to get discounted price. I would not have a problem with the autopay IF the bills were correct every month but they ARE NOT.  They are still off $ 21.90 still on the credit due to my account. Also my bill last month was also incorrect as it is EVERY MONTH. I have attached my notes from the conversation I had with the Rep when I signed up and the prices I was quoted. They are not giving me this price and only want to discount on of my two lines. I want what I was quoted and all credits due me for overcharges..
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 made contact with Mr. [redacted] for further...

review of his complaint. Inconsideration to his ongoing billing dispute I agreed to a onetime credit of $120.00. Mr. [redacted] understands the billing moving forward and is happy with the resolution. I apologize for any inconvenience CenturyLink may have cause Mr. Hunter. ** CenturyLink 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, I verified Mr. [redacted] spoke with a...

manager on July 19, 2016. At that time, the manger advised Mr. [redacted] the account would be disconnected and credited back to the original cancelation dates. After speaking Mr. [redacted] today, I advised the issue was in the process of being resolved and assured I’d follow-up to make sure all concerns had been addressed. I left my direct contact information with Mr. [redacted] for any further questions or concerns.   ** CenturyLink Customer Advocacy Group

I have reviewed the complaint from [redacted] regarding not being able to get internet service at his address. I checked the address provided the area is out of capacity unfortunately there is no estimated time when this will be resolved. [redacted] lives in a very rural area unfortunately upgrades are...

done on a cost vrs number of potential customers. [redacted] can check with us once in awhile via 866 545 3640 or check our website for availability. I wish I had better news for [redacted] we certainly understand his frustration not being able to get our internet service.Sincerely,Mr.T[redacted]

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a billing dispute.  Unfortunately, Mr. [redacted] did not provide his CenturyLink account number. We were unable to locate an account with the information that was provided on this complaint.  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.  Mr. [redacted] can also contact our collection team directly at 1-888-646-0004 where he can receive immediate assistance.  CenturyLink apologizes for any frustration.Sincerely, Mr. C[redacted]

04/18/2016CenturyLink 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 issued a return label on 03/22/2016. CenturyLink has yet to receive the lease equipment. When leased equipment...

is not returned the lease is converted to a purchase. CenturyLink has made effort to retrieve the leased equipment. CenturyLink finds the non returned equipment chare is valid. Had Mr. [redacted] utilized the return label and it has not be registered yet, he may supply the [redacted] tracking number that was on the return label and an adjustment will be issued. Currently, CenturyLink finds the charges sustained as valid and has closed this complaint with no adjustment warranted.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Thank you for taking the time to notify us about the unsatisfactory customer service experience that you recently encountered. That's not how we do business and I certainly don't enjoy hearing the treatment you received. Please accept our apologies for not meeting your expectations. With the...

tracking information that was provided we have issued a final adjustment for the second modem that was sent back. the account is now at a zero balance and is completely closed. CenturyLink apologizes for the frustration encountered. Sincerely, Mr. C[redacted]

CenturyLink appreciates [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 [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 [redacted]’s service was moved to the new location on June 14, 2017.  Due to an error on the order, the July 8, 2017 bill reflects charges for a leased modem.  [redacted] spoke with a representative on August 4, 2017.  An order was issued to remove the billing indicator and a credit for $52.16 was issued.  The August 8, 2017 bill reflects the credit and the removal of the leased modem.   On August 8, 2017, [redacted] spoke with a representative regarding the [redacted] Gift Card.  The tracking number was provided and an additional $30 [redacted] Gift Card was offered, in an effort to satisfy.  Per the CenturyLink.com/getmyreward web site, the $100 [redacted] Gift Card was mailed on August 23, 2017 and the $30 Reward Card was mailed on September 2, 2017.   [redacted] is a valued customer and CenturyLink regrets any inconvenience he has experienced.   [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]

As advised, Ms. [redacted] received a promotional rate of $14.99 before modem lease, taxes and fees including late payment fees. Ms. [redacted] references her payment history, the dates of most of the payments skip a month resulting in additional moneys owed and late payment fees.  Please see March example breakdown of all total charges.CENTURYLINK SERVICE(S) DETAIL                                     ...⇄ CHARGES FROM MAR 10 TO APR 10                                       ...⇄  QUAN                                     ...⇄ ITEM              NET    TITY  DESCRIPTION                    CODE     RATE             CHARGE                                         ...⇄               INTERNET SERVICE                                    �...⇄   1  * INTERNET                                    ...⇄ 44.00   1  * INTERNET COST RECOVERY FEE     [redacted]       1.99            1.99   1  * ADVANCED MODEM - LEASE         [redacted]       9.99            9.99 TOTAL MONTHLY CHARGES                                    �...⇄ 55.98                                         ...⇄ DISCOUNTS & ADJUSTMENTS SUMMARY                                    �...⇄ HIGH-SPEED INTERNET                  EXCLUSIVE PROMOTION 3 OF 6                                       �...⇄                                         ...⇄ 29.01C     TOTAL DISCOUNTS & ADJUSTMENTS                                  �...⇄ 29.01C                                     ...⇄    TAXES, FEES & SURCHARGES SUMMARY                                    �...⇄                                         ...⇄  THE FOLLOWING CHARGES ARE PERMITTED BY LOCAL, STATE AND FEDERAL             GOVERNMENTS.  FOR MORE INFORMATION, VISIT OUR WEBSITE AT                    WWW.CENTURYLINK.COM.                             ...⇄    STATE SALES AT 6%                                       ...⇄ .60                                           ...⇄                                         ...⇄ .60      LATE PAYMENT CHARGE                                     ...⇄                                         ...⇄    INTERNET LATE PAYMENT CHARGE                                      7.00                                           ...⇄    TOTAL OTHER CHARGES                                    �...⇄ 7.00                                           ...⇄          TOTAL CENTURYLINK SERVICE(S)                                 34.57  So as you can see, Ms. [redacted]'s monthly promotional rate at the time was $44.00 with an additional $29.01 discount for the total cost of $14.99 before modem, taxes and fees. Full explanation has been provided, CenturyLink has closed this complaint. ** Customer Advocacy Group

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] feels she 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] disconnected her account on October 9, 2015.  Our records do not reflect Ms. [redacted] returned the leased modem.  Thus, she was correctly billed $107.49, the purchase price of the equipment, on December 10, 2015.  While the charge is valid, a credit has been applied to the account, in an effort to satisfy.  A credit for $107.49 was issued on January 25, 2016. CenturyLink regrets any inconvenience Ms. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy

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 the modem sent out to Mr. [redacted]...

was leased billed. The modem lease charges are valid and have been sustained. The payment of $104.81 referenced in this complaint is for a final billing for a different account in Mr. [redacted]’s name. I made contact with Mr. [redacted] to advise the same. Mr. [redacted] is in agreement with the explanation provided. ** CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Mr. [redacted] regarding his billing dispute. In review of the account, the service was disconnected on July 22, 2016. The account has a zero balance and billing is resolved. At CenturyLink we strive to provide outstanding...

customer service. Your comments are appreciated and to improve customer service, will be investigated. CenturyLink apologizes for any frustration. Sincerely,  [redacted] CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The pricing the customer is getting is almost exactly that which was quoted. Quoted prices do not include taxes fees or surcharges as they can very from month to month and from location to...

location. There isn’t any way in which we can manually adjust or manipulate the system to reflect a quoted price that was either quoted incorrectly or misunderstood to include taxes fees and surcharges. However, in these instances, we do allow the customers to opt out of the services with no early termination penalty if applicable. 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 complaint from [redacted] regarding a promotional rate and service agreement dispute. I have reviewed the account history confirming the customer's statement the promotion they are on requires auto pay and paperless billing in order to get the full discount. We apologize if we didn't...

make this clear when they agreed to the new promotion that is our mistake. We do remind customers each month on their bill when their promotion expires and that auto pay and paperless billing are required to receive the full discount. The disclosure on the bill states: You are receiving a reduced monthly rate for your High Speed Internet because of your 12 month term commitment. When your current agreement expires on 04-24-2018 your monthly rate will change to the standard rate. Note: This discount may very depending on the presence of AutoPay and Paperless Bill.Since the customer says she was not advised of this and decides to cancel the service I will note the account for us to waive the early termination fee. We don't have anyway for the customer to get the extra discounts unless they set up and maintain auto pay. Our billing system will reject the additional discount if the auto pay codes are not on the account.  I checked their internet service showing they are currently training at 100% both upload and download with a very stable connection. If they are still having problems on their side our 24/7 tech support would be happy to troubleshoot and assist as needed [redacted]. We apologize for the time and frustration the service issue and billing dispute has caused. Sincerely,[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a modem lease billing dispute. I have reviewed the account and show the customer due to a billing glitch was not being charged a modem fee which has now been corrected. We are not back billing the customer for our error but...

they will continue to have the monthly fee if they choose to lease our modem. The customer was advised they can purchase a modem to avoid the monthly fee and return our modem. If they choose to do so they can call in and have us send them a prepaid return label for the modem. As a courtesy I have credited the account $20.00 for two months of lease charges. We apologize for the confusion and frustration this has caused. Sincerely,Mr.[redacted]

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, I verified [redacted]’s monthly charges are...

billing at the correct rate of $36.10 before taxes and regulated fees. [redacted]’s initial bill included one month service billed in advance, 4 days of proration and activations fees for telephone and voicemail. The charges were billed correct at the advised rate. In regards to [redacted]’s out of service claims, I have applied a onetime credit of $14.77 to [redacted]’s account to offset 11 days of service. CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted]. ** CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from [redacted] regarding a credit for a returned modem not being issued as promised.  I reviewed the account notes showing the delay was caused by our consultant not providing enough information on the original credit request. I show the credit...

has since been issued on 6/21/16 we apologize for the delay and frustration this has caused.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. Upon review, Ms. [redacted] agreed to a 12 month promotional...

discount of $34.05 that required a 1 year term agreement. Ms. [redacted] has received discounts for the past 4 months prior to service disconnection totaling $136.20. Due to the term agreement the early termination fee is valid and will stand. Inconsideration to Ms. [redacted]’s repair interval issues, I’m offering a onetime courtesy credit of $100 to offset half of the billed Early Termination Fee. This will be all I can offer in efforts to resolve all concerns in this complaint. I will keep this file open for the next 30 days pending Ms. [redacted] response on acceptance to my offer. I apologize for any inconvenience CenturyLink may have cause Ms. [redacted]. **
[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] L [redacted]