CenturyLink

Complaint: [redacted]
I am rejecting this response because:
They are wrong.  I have emails that prove everything I'm saying.  I can't attach them to this response.  I need an email address from someone from Revdex.com, so you can see century link is lying and are falsifying bills to scam me out of money.
Sincerely,
[redacted]

04/19/2016CenturyLink 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 found 2 complaints to the [redacted] and both have been responded to already. The first complaint was in regards to...

the speed and the second was a duplicate to this Revdex.com complaint. Both have already been responded to and CenturyLink has reviewed our previous responses to Ms. [redacted]’s issue:Response to [redacted] complaint about speed:December 10, 2014Ms. [redacted]Consumer Inquiries and Complaints Division[redacted]Re:          [redacted] – Case No. [redacted]                Notice of Informal Complaint, Serve Date 12/25/14Ms. [redacted]:Please be advised that CENTURYLINK has completed a review of the complaint filed by [redacted].  In the complaint, Ms. [redacted] is inquiring about internet service issues and billing.CENTURYLINK advertises its’ unregulated internet speeds as “up to” the designated speed.  Once the connection leaves the CENTURYLINK network, it is subject to the available bandwidth of that current route through the internet to the end point of the connection, whichever website or server that may be.  CENTURYLINK cannot control the latency of the internet as a whole, only the connection provided up to the internet.  Connection speeds are based on sync rates and download speeds will be up to 15% lower due to network requirements and may vary for reasons such as customer location, customer equipment, multiple device usage, websites accessed and internet congestion.In researching this case with the DSL Escalations team, records indicate the complainant established 1.5M internet service on August 29, 2012 (the complainant’s premise exceeds the maximum distance from the central office, therefore the internet service was serviced by a remote terminal).  Notes show the complainant called annually to dispute the billing and was educated on the fact that the one year discount had expired (in each case, the complainant renewed the term commitment in order to retain the discount pricing).  A review of random speed tests over the past year indicates the complainant is receiving 96% of the provisioned trained rate and the line has remained in a stable status.  Based on the current information, it is the position of CENTURYLINK that internet service was being deployed to the complainant as per the terms and conditions of the internet subscriber agreement and all the taxes, fees and surcharges applied were valid and will be sustained as charged.  Records show the complainant disconnected the account on December 4, 2014.  Should you have any further questions, do not hesitate to contact this office.Regards,[redacted] CENTURYLINK Customer AdvocacyResponse to [redacted] complaint about final bill statement:Ms. [redacted]Consumer Inquiries and Complaints Division[redacted]Re:          [redacted] - IC# [redacted]Notice of Informal Complaint Service Date 3/30/16Dear Ms. [redacted]:Please be advised that CenturyLink has completed a review of the complaint filed by Ms. [redacted]. In the complaint, Ms. [redacted] stated her disconnection was deliberately delayed and keeps getting billed even though she paid her final bill.CenturyLink regrets any frustration experienced by Ms. [redacted] regarding this issue. Our records show a disconnected order was completed on 12/4/14 per Ms. [redacted]’s request. The last payment in the amount of $37.22 was received on 11/3/14 for service dates 10/20/14 – 11/19/14. Ms. [redacted] was billed $64.66 on her November 2014 billing statement for service dates 11/20/14 – 12/19/14. A credit in the amount of $32.00 was issued to her account for service dates 12/5/14 – 12/20/14 since she disconnected service on 12/4/14. This credit was applied to the November balance of $64.66 and left a remaining balance of $32.66 for service dates 11/20/14 – 12/4/14. This information was reflected on her December 2014 billing statement.Ms. [redacted] has collectible balance of $32.66 on her account. If she would like to make a payment, she can contact our Financial Services Department at [redacted].Please let me know if you have any questions. Sincerely,[redacted] CenturyLink Customer AdvocacyAfter 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

The customers service was updated on 12/02/16 mid billing cycle the bill was sent on 11/19/16 and a credit was also issued at the time of the order being placed. The promotion that was added on 12/02/16 is for $34.95 a month with auto pay and paperless billing which the customer currently has set up. The bill that generates any day now will show the credits given as well as any promotional credit for the billing cycle it was added in. We apologize about the frustration encounteredSincerely, [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] had several repair tickets in August 2016.  The last ticket was closed on August 19, 2016.  A Broadband Escalation representative has checked Mr. [redacted]’s service.  He is currently trained above the purchased rate of 50 Mbps and the line has been stable for over 22 days.  There have been no further calls to repair.   In an effort to satisfy, a credit has been applied to the account for one month of service.  A credit for $39.95 was issued on September 15, 2016 and should be reflected on the September 28, 2016 bill.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   [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.
The company did not comply with the original offer, but has offered some compensation.  They also have given me a contact person and number if other issues should arise.
Sincerely,
[redacted]

Enclosed is a copy of the credited back charges for billed service to August of 2015. CenturyLink did not receive a payment for the July 7th bill in the month of July. I resent the bill(s) on the date of my 1st response.                                         ...⇄ FOR SERVICE REMOVED                                    �...⇄  FROM JUL 31 15 THRU AUG  6 15                                       ...⇄ 1.            INTERNET                           49.00          11.43CR2.            INTERNET COST RECOVERY FEE          1.99            .46CR3.            ADVANCED MODEM - LEASE              8.99           2.10CRCHARGE FOR SERVICE ADDED                                     �...⇄  FROM JUL 31 15 THRU AUG  6 15                                       ...⇄ 4.            BROADBAND SEASONAL SERVICE          9.99           2.33      ** Customer Advocacy Group

I have reviewed the billing complaint from [redacted] regarding charges on a closed account. I would be happy to help resolve this dispute if [redacted] could provide me with the closed CenturyLink account number in question. Unfortunately the account number wasn't included in the complaint details I was...

unable to find it with the information provided due to her moving. Sincerely,Mr.T[redacted]

Complaint: [redacted]
I am rejecting this response because:I never received the services outlined in your agreement. Your service tech did not install the equipment for completion. I never received equipment for Internet, phone, or any service or access. My original complaint was based on this. The service agreement is invalid as your end of the contract was never held up. I encourage the company to waive these fees or legal guidance will be pursed. 
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 long as my credit report has not been impacted by this erroneous bill collection attempt.  If I find that my credit has been impacted I will pursue additional remedies.  
Sincerely,
[redacted]

I have reviewed the complaint from [redacted] regarding a past due bill on a closed account and a deposit refund. I have reviewed the notes on the tentative new account confirming there is a past due balance on account number [redacted] with a balance of $500.01. There is no $50.00 deposit showing on...

this order the customer would need to work with our credit department [redacted] to provide proof of payment so we can get them a refund when verified. We apologize for the conflicting information the customer has received trying to get new service with us. Once the balance is paid on the old closed account they would be able to get new service if they want. Sincerely,[redacted]

There was an original response sent to the AG as well as Ms. [redacted]s as well as a rebuttal, both are listed below.     Original response (sent 04/10/2018)CenturyLink received your letter regarding Ms. [redacted], whose service address is [redacted]
 Review of the account shows that Ms. [redacted] input two payments with the incorrect bank account information.  Both were refused by her bank who returned the payments to CenturyLink.   The system automatically prevents a customer from using the bank account for 12 consecutive months of good payment history on the account including no returned checks.  CenturyLink does require a convenience fee if a CenturyLink representative issues a payment for the customer, getting an authorization on that payment or if a card is used.   Ms. [redacted] can mail in a payment by the due date with no charge. CenturyLink did credit both returned check charges.  Whatever the reason for Ms. [redacted]’s input errors, she is responsible for the incorrect input of the bank account number twice.   Another returned payment for any reason would restart the 12-month timer.  ADJUSTMENTS APPLIED-CENTURYLINK LOCAL                                      JAN 23 ONE-TIME CHARGE FOR RETURNED CHECK                          25.00    ADJUSTMENTS APPLIED-OPTIONAL SERV                                      ...⇄ JAN 24 ADJUSTMENTS                                  �...⇄ 25.00CR   ADJUSTMENTS APPLIED-CENTURYLINK LOCAL                                      JAN 17 ONE-TIME CHARGE FOR RETURNED CHECK                          25.00    JAN 18 ADJUSTMENTS                                  �...⇄ 25.00CR                                          ...⇄                                  CenturyLink regrets any inconvenience experienced by Ms. [redacted] this matter.  Rebuttal (sent on 05/02/2018)

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 is currently subscribed to higher levels of service than the promotion that he is referred...

 to.  The promotion for $55 dollars is for The Prism Essential package and the customer is subscribed to Prism Preferred  which is  a larger channel package which costs more. Also the it states that promotion is for internet speeds up to 12MBPS the customer is subscribed to 40mbps  which increases the price as well. The only additional fees that are showing on the customers account is an equipment lease fee and standard taxes an fees. The customer can contact our customer care and lower  his service levels to what that promotional flyer is stating to receive that pricing. We apologize about the frustration and hope that we have helped clear up some of the confusion with the customers bill. Sincerely, [redacted]

Initial Business Response /* (1000, 4, 2015/09/11) */
I have received a copy of the Revdex.com complaint filed by Mr. [redacted]. CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account. 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.
The email address provided by Mr. [redacted] has now been cancelled. CenturyLink regrets any inconvenience Mr. [redacted] has experienced.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have resolved our email account issues only after receiving our complaint from the Revdex.com. It is unfortunate that it took 3 months and having to file a formal complaint with the Revdex.com to resolve this matter.
Sincerely;
[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by [redacted] and found the following:   The gift card offered was for $100 and has been submitted on July 26th, 2016 and can take up to 12 weeks to arrive.   In additional to this the...

customer will need to sign up for autopay and paperless billing to get the additional $10.00 a month for the remainder of the promotion.   Centurylink has no control over the programming but the customer did speak to an agent who quoted monthly charges of and the respective pricing.   The large bill the customer has is due to almost 2+ month’s date’s worth of services and credits that applied due to the move. June 22nd all the way to august 6th.   As for the contract, the customer has had the modem charge removed from the monthly cost and can get an additional $10 off for the duration of the promotion if the customer signs up for autopayment and paperless billing as mentioned above.   The lease fee of $9.99 month for the life of the service far exceeds any error in the offer implied or understood.   Unfortunately the call is not available as it was only kept for 45 days. If the customer does not want to accept this going forward they may choose another provider and the account will be noted to allow them to cancel or change providers with no early termination fee from Centurylink and the service they provide.   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

Complaint: [redacted]
I am rejecting this response because:
I am asking the Revdex.com to step in at this point bc no deposition is willing to be made on your part. Please see previous response.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I talked with several agents and spent a long time on the phone trying to get my international calling plan set up.  It is false to state that I didn't order the international calling plan before getting charged.  Centurylink owes me this money because I ordered the international calling plan, well before I talked to anyone and wasted time on the phone.  I ORDERED THE INTERNATIONAL CALLING PLAN PRIOR TO TALKING TO ANY SUPERVISORS.  IT'S NOT MY FAULT THAT YOU DON'T TRAIN YOUR AGENTS PROPERLY.  WHY SHOULD I BE CHARGED FOR YOUR MISTAKES!!!
Sincerely,
[redacted]

Initial Business Response /* (1000, 4, 2015/07/09) */
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 don't see that Auto pay has been set-up or a payment has been made to the account. I have reviewed all notes on account and don't see any dispute with the billing. In consideration to Mr. [redacted]'s concerns, I have applied a good-will adjustment in the amount of $42.00 to his account. The amount adjusted covers 2 months of late charges as well the difference of promotional credits. Please review the below breakdown of the total adjustment. The final adjustment and explanation should resolve all billing concerns in the complaint.
$10 X 3 months = $30 (promotion discount)
$6 X 2 months = $12 (late payment)
Thanks, **
Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

04/04/2016CenturyLink 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 found notations on 03/10/2016 that Mr. [redacted] had called to CenturyLink customer service to dispute the early...

termination fee on the account. The agent placed a request to credit the early termination fee in the amount of $59.90 which posted to Mr. [redacted]’s CenturyLink account on 03/11/2016.As this issue has already been resolved, CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review his concerns.  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. I have contacted the Network Supervisor in his area.  He verified Mr. [redacted]’s address is in our service area and in a section of the subdivision that has facilities.  From the information I have been provided, Mr. [redacted] is currently working with a representative who is working on getting an order issued.  Since this is a new address, the representative is working to get it in our system, so assignments can get the correct facilities assigned.    CenturyLink apologizes for the delay and we regret any inconvenience Mr. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

Complaint: [redacted]
I am rejecting this response because:Quote provided at the beginning of service was going to be under $120/month (including tax). Various fees have been added to the account over time without approval. This has nothing to do with late fees. 
Sincerely,
[redacted]