CenturyLink

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]

I have reviewed the service complaint from Eloise regarding a request for a service credit for downtime. I'm sorry to hear about the service problems that would be frustrating to say the least especially when the customer doesn't have cell phone service available. I have given the customer a credit...

for half a month of service it will show on the next billing statement. If the customer needs any additional help we are happy to further assist as needed. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:This info is incorrect I had trouble with Centurylink even before the Service I called Century link before 1 /25/18 I call  in reference to the payment  being recieved and was told my payment would be disposed of only a small portion of yesterday was address I told customer service then I would be fileing.the company charge me for service when the modem was bad thats why items didnt connect I up and down the mphs due to that.service fees needed to be adjusted.If thw worker had not come I would still mot recieved services and then the company wants to charge when you ask for service.the company needs to check the calls  ALL CALLS I made to the company.
Sincerely,
[redacted]

I have reviewed the chat provided by the customer although it doesn't show the disconnect order number which is probably why it wasn't canceled.  With the additional information I am giving the customer the benefit of the doubt and have adjusted another $114.00 for the almost two months difference they will receive this in the form of a check within 30 days. If they don't get the check within that time frame they can call our credit department to track the refund [redacted]Sincerely,Mr.[redacted]

Complaint: [redacted]
I am rejecting this response because:  I was never made aware of a new 1 or 2 year obligation as they said.  They have lied over and over to me since I decided to drop service.  I tried to stop the autopay on my account after having issues.  I was told by them I could opt out just by clicking the manage your autopay link.  I tried that for 3 weeks and it gave me an error message every time.  After I contacted them again and demanded they unenroll me, I was told that couldn't take anymore money out of my account because the account was closed.  Just this week they took out $74.  I don't mind paying what I owe for the data used but I think this company is very shady.  Have them present you with a signed contract or any soundbite where I agreed to a time limit contract.  I never did.  I don't care about the money anymore, it's about the principle now.
Sincerely,
[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   CenturyLink apologizes for the miscommunication in the previous reply. The customer’s services will be discontinued and back dated to August 24th, 2016.   As previously mentioned, the early termination fee has been adjusted already. Additionally, this adjustment needed to clear in order to issue the disconnection.   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

To whom it may concern: I have received and reviewed the complainant’s information and found the following:   CenturyLink and “Qwest” doing business as CenturyLink are not affiliated with [redacted]/[redacted] in any capacity whatsoever.   CenturyLink acknowledges the complainants concerns...

and apologizes for any issues or inconvenience that may have been experienced and recommends that the complaint be resubmitted with the correct company listed as the receiver of said complaint.   CenturyLink provides that this complaint be closed as resolved.   Sincerely, [redacted] Executive Office Regulatory Escalations Analyst 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.
I have been able to confirm the information in the latest bill.
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] 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] placed an order to remove his Home Phone and increase his Internet speed.  Upon installation, it was determined that Mr. [redacted] address did not qualify for the faster speed.  An order was issued to change his Internet speed back to 3 Mbps.  An out-of-service credit for $3.75 was applied to the account on March 4, 2018, which is reflected on the March 16, 2018 bill.   In an effort to satisfy, an adjustment for one month of Internet service has been applied to the account.  A credit for $45 was issued on March 22, 2018 and should be reflected on the April 16, 2018 bill.  Mr. [redacted] is a valued customer and I apologize he was not treated in this manner.  CenturyLink regrets we are unable to offer him a faster Internet speed at this time.   [redacted]
CenturyLink Customer Advocacy

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: Centurylink appreciates the feedback and would like to address individuals that were involved in this unfortunate situation. If this complainant could provide the name...

and account number that the complaint actually applies to, it would be appreciated. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconveniences that may have been experienced.    Sincerely,   [redacted] [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.    CenturyLink received a request on February 3, 2017 to migrate his service to a new provider.  This order completed on February 8, 2017 and the CenturyLink account was closed.  A February 8, 2017 Closing bill and a February 25, 2017 Revised Closing bills were issued.  Since the account was on paperless billing, Mr. [redacted] should have received an email notifying him that a bill has been issued.   Mr. [redacted]’s account was on Auto-Pay.  On February 26, 2017 CenturyLink received a chargeback from the bank for two $183.63 payments and a payment for $85.69.  Thus, the disputed payments were debited back to the account.  This change was reflected on the February 25, 2017 Revised Closing bill.  Thus, bringing balance due on the account to $675.45.  On March 13, 2017, payments for $183.63 and $85.69 were added back to the account. Leaving the current balance due of $407.13($676.45 - $183.63-$85.69).  Copies of the bills have been attached and mailed to Mr. [redacted] for his review.   Our records reflect one customer contact on May 9, 2017.  No other notations are reflected on the account regarding this issue.   Margaret CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because:I provided the account number information to Century Link via an email they sent to me on January 29th. I provided this via a reply to their email on February 2nd. The account number is: [redacted]. They should have all the information they need to resolve this matter but have not done so.
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.
Sincerely,
[redacted]

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a billing dispute. After investigation of Mr. [redacted]'s account it has been found that the customer did cancel service before the contract obligation was fulfilled. However after investigation...

Centurylink was able to determine that the customer had contact our technical support several times and we had sent a technician to Mr. [redacted]. Records show that customer continued to have trouble with services after all trouble shooting steps had been performed. Due to the circumstances we have credited the $200.00 early termination fees. Please accept our apologies and we appreciate the opportunity to investigate this concern. Sincerely, [redacted]

Initial Business Response /* (1000, 4, 2015/07/27) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
Subsequent to or concurrent with the submission of this complaint the customer submitted an identical complaint with the state attorney general's...

office.
As of this writing this has already been replied to.
CenturyLink in the interest of consistency and efficiency will defer to the reply the customer received via the states attorney general submission.
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
Initial Consumer Rebuttal /* (2000, 6, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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]clarifing that there is. $0 balance due. With this, I accept and thank you for your service. Greatly appreciated. [redacted]

I have reviewed the complaint from [redacted] regarding a poor customer service experience trying to order Direct TV service. I reviewed the account notes and don't show any access nor requests to add Direct TV service to this CenturyLink account. The customer's CenturyLink  account is a...

stand alone internet only account there hasn't been any bundled billing requests with Direct TV services. I show the customer is on their last month of their 12 month promotion receiving a discount of $25.05 by maintaining auto pay and paperless billing.   I'm not sure if [redacted] was referring to conversations with Direct TV and not CenturyLink. I would be happy to further assist if [redacted] has any additional information for me to consider. Sincerely, Mr.T[redacted]

Centurylink appreciates Ms. [redacted] giving us the opportunity to review our handling of her account. 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 that the account was canceled before the contract date on the account however Ms. [redacted] did receive incorrect information regarding us having service in Las Vegas.   In an effort to satisfy, we have adjusted the early termination fee on the account. Since the balance on the account has been paid already the customer will receive a check that will be sent out for the amount of the early termination fee that was charged.   Centurylink regrets any inconvenience Ms. [redacted] has experienced  Sincerely, Mr. Christensen

02/20/2017 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 this complaint to be a duplicate to a [redacted] complaint that has already been addressed on...

01/23/2017. Please see the following response to the [redacted]:_____________________________________________________________________...⇄ April -When reviewing Mr. [redacted]s January 7th statement he is being billed from December 13 thru January 7th (Pro-rated charges of $ 54.43) and then we bill one month in advance.  All promotions start on a full month which is why this bill was slightly higher.  Discounts do not apply towards the statement when there are pro-rated amounts. The monthly charge reflects the following on the January 2017 statement:----------------------------------------------------------------------...⇄ and Voice Monthly Charges --------------------------------------------------------------------------------...⇄ and Home Phone71.00        Includes internet service for thirty-six dollars       Includes local phone service and features for thirty-five dollars Customer Loyalty Offer Month 1 of 12  -5.00 High-Speed Internet Loyal Customer Credit 1 of 12  -10.00 Internet and Home Phone Promotion Month 1 of 12  -16.05 --------------------------------------------------------------------------------...⇄ and Voice Monthly Charges Total $39.95 --------------------------------------------------------------------------------...⇄ offers a 30 day trial period where if a customer is not happy with the service it can be disconnected with no early termination fees.  However, Mr. [redacted]s expired on January 12, 2017 based on CenturyLink records.  Should Mr. [redacted] want to remove the DSL service, I will provide an extension until 1-27-17.    The account has been notated as such.  Should you have any questions, please let me know.  Thanks.  [redacted] CenturyLink Customer Advocacy Consumer/Small Business Sales and Care____________________________________________________________________________...⇄  On 01/26/2017, Mr. [redacted] contacted CenturyLink wanting to make changes to his account he was offered a reduced rate of changing from a package to a plain phone line and internet with a new 12 month contractual promotional discount. Mr. [redacted] accepted this offer. The order was placed with a due date of 01/27/2017. Below is the monthly rate for service before taxes, fees and surcharges until promotional discounts expire__________________________________________________________________________...⇄ Internet and Voice Monthly Charges --------------------------------------------------------------------------------...⇄ - High-Speed Internet  55.99 Local Phone Service - Residence Line 19.00 High-Speed Internet Loyal Customer Credit 2 of 12  -10.00 High-Speed Internet Promotion Month 1 of 12  -36.04 --------------------------------------------------------------------------------...⇄ and Voice Monthly Charges Total $28.95 (before taxes, fees and surcharges until promotional discounts expire)_________________________________________________________________________...⇄  CenturyLink provides a reminder on every bill statement of the 12 month contractual agreement and the expiration date:___________________________________________________________________________...⇄ 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 01-27-2018 your monthly rate will change to the standard rate. ________________________________________________________________________________...⇄  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. 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 has closed this complaint.  Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CASE ID: [redacted]   10/26/2016 CenturyLink has received a copy of the Revdex.com complaint for [redacted]. Below are our findings:   Ms. [redacted]’s CenturyLink services were established on 01/15/16. The requested services associated with the order included CenturyLink’s PRISM...

Essential TV package and 10M High Speed Internet service. The customer was not set up to receive or ever billed directly for a residential telephone line, although it is necessary for CenturyLink to assign active telephone number service with a specific telephone number in order for HSI service to be accessible. The comments associated with the order do not reference whether this specific situation was discussed during the installation process, however review of all billing statements confirmed there were no direct charges billed to the account for phone line service during the time in which the services were active.   The customer’s initial billing statement, dated 01/23/16, reflected month in advance charges for the HSI plan charge of $63.95 - $39.00 discounts = $24.95. It also included lease equipment fee of $8.99 and PRISM charges, after applicable discounts, of $65.00. After applicable taxes, fees and surcharges were billed the total amount due for the billing statement equaled $105.30.   On 01/26/16 the customer contacted our Customer Service center requesting to have the HD package added to her PRISM service and her plan upgraded from the Essential package (billed at $74.99 per month) to the Complete package (billed at $96.99 per month). The monthly recurring charge of $11.99 was associated with adding the HD service and comments on the order reflect the customer was advised and understood this prior to the service being added.   The 02/23/16 billing statement processed and included the previous balance of $105.30, a charge associated with an adjustment charge to the account which resulted in a charge of $34.43, leaving the account with a balance forward totaling $139.73. The current charges for the billing cycle were $186.27 (including a late payment fee of $14.00 and charges associated with the customer’s addition of HD service and the PRISM plan being changed from the Essential Plan to the Complete plan). The current charges were higher due to the fact they included month in advance charges from 02/23/16 – 03/22/16 and prorated charges billed for the service covering dates of service 01/28/16 – 02/22/16. There were no payments posted to the account during the billing cycle, which left the customer with a total amount due equaling $326.00.   The 03/23/16 statement reflected the previous balance of $326.00 with no payments made to the account, which resulted in a balance forward of $326.00. The current charges for this billing cycle totaled $158.09 (including a late payment fee of $14.00). The total amount due for the billing statement equaled $484.09.   Our records indicate Ms. [redacted] contacted CenturyLink on 04/01/16 to discuss reducing the cost of her bill. She informed us she was considering going to Dish and the representative assisting her advised, in an effort to decrease the monthly cost of her bill, we could offer her a different plan that would provide a $35.00 discount off of her current package for 24 month time period, along with HD service free for 6 months. The customer agreed to this offer and an order was processed to facilitate the change. She decided to make a onetime payment to the account on this date in the amount of $484.09.   The 04/23/16 billing statement reflected the previous balance of $484.09, the customer’s 04/01/16 payment of $484.09, adjustments resulting in charges in the amount of $55.52 and current charges totaling $110.21. The total amount due for this statement equaled $165.73.   The 05/23/16 billing statement reflected the previous balance of $165.73, no payments, resulting in a balance forward of $165.73. The current charges for this statement totaled $143.12 (including a late payment fee of $7.00), resulting in a total amount due of $308.85.   On 6/22/16 the customer contacted CenturyLink to discuss the account. An order was processed to place the account on vacation status, per the customer’s request. As a courtesy, the order was backdated order to the effective date of 04/23/16 (the beginning date of the customer’s April billing cycle), after Ms. [redacted] advised she had requested this change at that time and even though although our records do not indicate the customer requested vacation status prior to today’s date.   The 06/23/16 statement reflected the previous balance of $308.85, no payments, resulting in a balance forward of $308.85. The current charges for the June statement totaled $150.12 (including a late payment fee of $14.00), resulting in a total amount due of $458.97. The changes associated with the 06/22/16 order to place the service on vacation reservation were not implemented prior to the processing of this billing statement, which is why the current charges reflected regular month in advance costs. As you will see in the information below, the credits associated with backdating the vacation reservation order were applied to and reflected on the 07/23/16 statement.   On 07/13/16 CenturyLink received an email disputing the charges associated with the account and advising that Ms. [redacted] had requested to cancel the customer account back in April. The customer was advised should she wish to cancel the services, she would need to contact our Customer Service center and speak with a representative who would be able to facilitate her request.   The 07/23/16 statement reflected the previous balance of $458.97, no payments, an adjustment charge in the amount of $159.93(reversal of promotional discounts), resulting in a balance forward of $618.90. The current charges associated with this statement reflected a credit of -$285.75 (including a late payment fee of $14.00), resulting in a total amount due of $333.15.   The 08/23/16 statement reflected the previous balance of $333.15, no payments, resulting in a balance forward of $333.15. The current charges for the August statement totaled $41.24 (vacation service rates + late payment fee of $14.00), resulting in a total amount due of $374.39.   On 09/07/16 Ms. [redacted] called in reporting she was still being billed for service even though she had requested the services be cancelled. Prior to this date, the customer had not contacted CenturyLink as she was advised to do on 07/13/16 via email communication, in order to cancel her services. She continued to state she was continuing to be billed while supposedly on vacation status and that she was under the impression that there were no charges associated with the services while they were on vacation. An order was processed at this time to cancel all of her CenturyLink services.   The final billing statement processed on 09/23/16. It reflected credits associated with the cancellation of all of the customer’s CenturyLink services. It included the previous balance of $374.39, a $374.39 payment received on 09/05/16, an adjustment charge in the amount of $23.15 (reversals of promotional/loyalty discounts), resulting in a balance forward of $23.15. The current charge for this statement reflected a credit balance of -$36.03, resulting in a total amount due of -$12.88.   The customer made payment of $23.15 on 09/26/16 to cover the balance forward reflected on the 09/23/16 billing statement. This resulted in the account reflecting a credit balance of -$36.03. A refund in the amount of this credit balance has been processed and Ms. [redacted] should expect to receive a refund check within the next 7 – 10 business days.   Based on our investigation, all of the charges billed to Ms. [redacted]’s CenturyLink account are valid. With the refund of the credit balance associated with the account, Ms. [redacted]’s CenturyLink account reflects a zero balance. No further credits are applicable. We appreciate the opportunity to address the customers issues and apologize for any inconvenience she may have experienced regarding this matter.   Sincerely,   Mrs. [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care