CenturyLink

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]’s Prism service was disconnected on May 17, 2016.  The June 9, 2016 bill reflects credit for previously billed Prism service from May 18 to June 8, 2016.  It also reflects a credit for $180 for the Early Termination Fee.   Our records indicate a technician was dispatched on May 22, 2016.  The notations on the repair ticket indicate the service was good to the demarc (box on outside of premise).  The problem was located inside the premise and the issue was resolved.  Mr. [redacted] was correctly billed a technician charge on the June 9, 2016 bill. Mr. [redacted] spoke with a representative on May 25, 2016 and received an Out-of-Service credit for five days (May 15 to May 22).  This credit is reflected on the June 9, 2016 bill.   In an effort to satisfy, a credit for the technician charge has been applied to the account.   A credit for $59.99 was issued on June 20, 2016 and should be reflected on the July 9, 2016 bill.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates Mrs. [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 Mr. and Mrs. [redacted] recently received from CenturyLink representatives.  Her comments are appreciated and, to...

improve customer service, will be investigated, as our representative should have transferred Mr. [redacted] to a stateside agent upon his request.  Our representatives need to know the negative impact we have on customers when we fail to do our jobs well.    The toll-free number included in the Revdex.com complaint (###-###-####) is a CenturyLink contact number.   Additional CenturyLink contact numbers are on customer’s monthly statements.    CenturyLink appreciates Mrs. [redacted] taking the time to share her experience and express her concerns.   Her concerns regarding use of non US based employees will be forwarded to the appropriate management team for review.  Suggestions and input from customers are valuable when making future changes to company policy.  Thank you for taking the time to provide us with information that may improve our business and your experience.    [redacted] CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the customers’ complaint and found the following:   The labels are purchased in bulk and sent per internal request and are not linked to particular account.   This allows us to put one in every modem we ship to the customer on the...

initial start of the service in case the unit arrives and does not work right, is damaged etc.   The original RMA issued was October 1st, 2015; customers are given 30 days to return the equipment.   If this doesn’t occur then the lease is converted into a purchase and this is charged back to the customer by way of a revised final bill.   The RMA is closed after 75 days and the customer is notified again before it is sent to collections. Even then it takes a between 3-6 months for this to report to a bureau.   Centurylink has adjusted the unreturned equipment charge as a good faith courtesy to the customer which will automatically stop further collection efforts going forward.   Any activity that may have been reported up to this date while unfortunate could have been avoided by paying for the item that we do not have tracking or receipt of receiving (I checked against the serial number too) then followed up with a request to adjust if needed.   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

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. Hhopefully, I will receive a copy of CenturyLink's response.
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2015/11/18) */
CenturyLink appreciates the opportunity to review Mr. [redacted]'s account, XXXXXXXXX. Our records indicate a credit for $14 was applied to the account on October 31, 2015, in an effort to satisfy. The credit is reflected on the November 12, 2015...

bill. CenturyLink regrets any inconvenience Mr. [redacted] has experienced.
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 11, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
adjustment received

I have reviewed the complaint from [redacted] regarding receiving misinformation on being able to take over another customers account. I reviewed both the old account from the previous customer and the canceled account due to us not being able to provide service since we are out of capacity in the area....

I show the previous customer called in on 12/12/16 12:19pm to cancel their service there was no mention in the notes requesting a change of responsibility. I show [redacted] called in on 12/12/16 4:26pm and placed an order for new service which ultimately was canceled due to lack of facilities.  Unfortunately in many of these situations just because one service is canceled that doesn't provide a spot for someone to get new service. In exhausted areas the extra bandwidth would be left open to better serve the other customers in the area possibly experiencing internet speed issues.  I checked for availability and show we still don't have service available at the customer's address I wish we did. Based on the timeline of events it seems the person who placed the new order wasn't the person who gave the customer misinformation on the change of responsibility process. Unfortunately there isn't anything I can do to resolve this situation since we don't know when or if extra capacity will be added to the area. When areas are upgraded residents will be advised via mailers, door hangers and possibly our outside Sales Consultants.  Sincerely,Mr.[redacted]

CenturyLink appreciates Ms. [redacted] giving us the opportunity to review our handling of her account,[redacted]-[redacted]-[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. From the information I received from our Accounts Payable Group, Ms. [redacted]’s refund check has been processed. There was a system error that occurred, which caused a delay in getting the check issued.  Ms. [redacted] should receive the check in 7-10 business days.  CenturyLink regrets any inconvenience Ms. [redacted] has experienced. MargaretCenturyLink Customer Advocacy

I have reviewed the billing complaint from [redacted] regarding a request for a billing credit due to misinformation on his monthly rate. I would be happy to investigate this issue if [redacted] could give me the closed CenturyLink account number. The number he provided is not one of our account numbers it must...

be from a collections notice from a 3rd party company.Sincerely,[redacted]

Centurylink did not need my account number to pull up my information when I connected with them about this issue so I am confused as to why they need it now. Does the Revdex.com need that information? I can try to find it but its been over a year and a half since I dealt with the account so I obviously do not have it on hand, which is exactly what I told Centurylink and again, they were able to still find the account through my phone number([redacted]). I will be digging for the number in the mean time, so please respond to allow me to provide the number if found. Thank you

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 or combination thereof as well...

the phone numbers listed in the complaint did not return any account information. The customer may reply with the information needed via the Revdex.com or 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] [redacted] CenturyLink Customer Advocacy Consumer/Small Business Sales and Care [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. I already fixed it because you are all lazy. Do not bother me again.
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 [redacted] or via the Revdex.com with all the relevant account information and a review of the claim can be completed. 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

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. A review of the customer’s account...

ending in [redacted], is a voice line with CenturyLink up until the customer ported the number in November. When a customer ports a number over to another provider and does not cancel other services on the account the services remaining are given a new account number as it is not assumed that porting of the voice line means the customer wants to cancel the other services. Most of the charges on this account that carried forward are for DirecTV in the amount of $347.99. Charges generated after the port for Centurylink services have already been adjusted. The remaining balance is less than it should be considering the almost $111.00 dollars that was still owing for DirecTV carry over bill. No further adjustments are warranted and the balance of $63.68 is sustained.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[redacted]

Complaint: [redacted]
I am rejecting this response because:
I want my service to be canceled without early termination fees due to poor customer service. I do not want to be treated so terribly for no reason. I want my service to be terminated without the fees. 
Sincerely,
[redacted]

After further review, CenturyLink sustains the original position. Our technical support is available 24/7 if  Mr. [redacted] is needing any further assistance. Additionally, CenturyLink does not compensate for time spent. CenturyLink apologizes for any frustration. Sincerely, Mr. [redacted]

CenturyLink appreciates [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 [redacted]’s account has...

been disconnected, unfortunately [redacted] Wireless credits no longer can be transferred to CenturyLink due to billing limitations. [redacted] will need to reimburse CenturyLink once [redacted] Wireless issues a refund check. After reviewing all final billing, all charges have been billed correct. CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted]. ** CenturyLink Customer Advocacy Group

CASE ID: [redacted]   09/27/2016 CenturyLink has received a copy of the Revdex.com complaint for [redacted]. Below are our findings:   Review of Ms. [redacted]’s account confirms her CenturyLink services were cancelled, per her request, effective 12/21/15. Her final bill...

processed on 01/09/2016, reflecting a previous balance of $109.40 - $106.73 payment applied to the account on 12/22/15 - $2.67 in adjustments + current charges totaling a credit balance of $15.03 = total amount due of -$15.03. The credit balance associated with the account was refunded to Ms. [redacted] in the form of a refund check on 02/05/16. This left the account with a zero balance. On 03/03/16 it was determined that the modem equipment Ms. [redacted] had been leasing had not been returned within 30 days after her account was cancelled. This resulted in a charge of $99.99 for the unreturned modem equipment to be generated, with applicable taxes = $106.74 charge reflected on the 03/09/16 billing statement. Ms. [redacted]’s account was set up to be automatically paid via a credit card. Based on the fact the account now reflected a balance due, on 03/31/16 a payment was deducted and applied to her account in the amount of $106.74, leaving the account once again with a zero balance. On 07/18/16 Ms. [redacted]’s credit card company retracted the $106.74 payment, due to a dispute the cardholder made with her company. This resulted in the $106.74 in funds to be reversed and reapplied back to the CenturyLink account as a charge. On 08/03/16 Ms. [redacted] contacted our Customer Service center to report she had returned the modem equipment back in July 2015. We researched her report and were able to confirm there were no notes associated with her account indicating  the equipment (router/modem) was returned. There were also no notes on the account reflecting that Ms. [redacted] ever requested a return label for the equipment. Further review via our equipment tracking tool confirms there were also no notes or documentation to confirm we ever received the equipment back in our warehouse as returned. On 08/08/16 Ms. [redacted] was advised of these findings and instructed that she must provide a correct  tracking # for UPS (THE CUSTOMER IS THE ONLY PERSON  THAT WILL KNOW THIS TRACKING NUMBER FOR IT IS NOT GENERATED UNTIL IT IS BEING PROCESSED TO SHIP BACK TO CTL) or store receipt in order for us to provide any credit for the equipment or reversal of charges. On 08/12/16 Ms. [redacted] contacted CenturyLink to see why she is still being billed $106.74 when it was taken out of her account back in March 2016.  We explained that since she disputed the charge with her credit card company and it was reversed, this resulted in the charge being reapplied to her account.  The account currently reflects a zero balance, as on 09/01/2016 a payment was received and applied to the account for the $106.74 amount due. Based on the issues involved with Ms. [redacted]’s account and the problems she has experienced, I have issued a onetime courtesy credit adjustment to the account for the $106.74 charge in dispute. I have released the credit as a refund. Ms. [redacted] should allow 7 – 10 business days for the receipt of the check, which will be mailed to the billing address associated with her cancelled CenturyLink account. CenturyLink apologizes for any inconvenience Ms. [redacted] may have experienced regarding this matter.   Sincerely,   Mrs. [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and CareTell us why here...

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 per the account notes on 03/06/17 the account was disconnected and that the termination fees were...

waived at that time. We apologize about any frustration encountered and appreciate the opportunity to investigate Mr. [redacted]s concern. Sincerely, Mr. [redacted]

Complaint: [redacted]
I am rejecting this response because: 1)  My internet speed was 1.5 Mbps and was increased to 2.05 Mbps (as witnessed by the CenturyLink speed test on its website).  This is well within the 6 Mbps range of my existing package and would not increase my bill.  I was told this by several of the CenturyLink associates I referenced in my original complaint.  2)  The credit to my bill is appreciated but it is a temporary fix and will not satisfy my complaint because of the large increase in my monthly bill.  3)  This month my bill was increased by another $5 and is now up to $67.99/mo. instead of the $52.36/mo. I was paying under the package that should have lasted for a year and that CenturyLink canceled.  4)  I was told my original package was no longer available and after several calls I was given a new package that was $10 more expensive but was also given loyalty credits to offset the difference.  5)  The loyalty credits were supposed to last for several months but were removed after only a month.  6)  The information CenturyLink has submitted in reply to my complaint is not correct and further complicates the matter.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I originally signed up for a bundle with centurylink and directv giving me internet, phone and cable for $99 total.  I never received that amount and have been disputing my monthly fees ever since.  When I was finally able to unbundle the accounts so direct tv was able to get access to my account by paying my entire bill in FULL.   I agreed to a $40 rate with century link for internet, only to find out that once again they were overcharging for the speed they signed me up for by almost $10 monthly based on their current offers, which was verified by one of their customer service specialists.  Not only do I not owe them any money, as I have stated before, they owe me for not honoring what I signed up for in the beginning.  They have now disrupted my service, but won't let me cancel and continue to try to charge me for service I am not receiving. I expect to be reimbursed the amount I originally stated in my complaint.
Sincerely,
[redacted]