CenturyLink

If Mr. [redacted] can provide a Power-of-Attorney for Mr. [redacted], we can add his as an authorized party and discuss the account.   [redacted] CenturyLink Manager

I have reviewed the Revdex.com complaint from [redacted] regarding disputed TV charges. I would be happy to assist with this billing dispute if the customer can provide me with the account number that has the charges on it the number provided pulls up a new account with no charges on...

it. Sincerely,Mr.[redacted]

Complaint: [redacted]
I am rejecting this response because: Each month my billing seems to be different. This is why I must respond now. I do not want this to close until I see the next couple of months bills. This has not been the first time I was charged a late fee and I wasn't late. I would like to make sure I do not go through this again. I have spent enough time on the phone with Century Link. Having to feel that I had to go to this extreme has been extremely unpleasant.
Sincerely,
[redacted]

10/31/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] regarding temporary line burial.  Below are our findings: Upon receipt of Ms. [redacted]’s Revdex.com complaint, I requested the area plant supervisor to expedite the...

temporary line burial through the contractor. I was advised the line was buried on 10/25/2016. 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. CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Revdex.com:
I have reviewed the response made by Century Link, to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  At signup time I explained to Centurylink's representative that I had previously tried their service and had to disconnect because of billing issues and received a refund;  their representative still offered me the 30 day refund if I was not satisfied.  I believe that Centurylink should stand behind what their sales people tell customers.   (please see signup chat session included in previous response).
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:you have not fixed anything. It's perfect when you checked at low traffic times but not in the evenings when I actually need it
Sincerely,
[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink would like to apologize for the difficulty in getting this issue resolved. CenturyLink has adjusted the final bill issued in the amount of $899.71 which negates all the charges billed...

the customer. 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 Revdex.com complaint from [redacted] regarding a request for additional credit for downtime post storm damage. I have reviewed the account notes the repair department is reporting the service was down from Nov 28th to Dec 19 verified per data traffic on the line. I...

know the customer was given a credit for $59.43 for this time period I have issued another $30.00 as a courtesy it will post on the next bill. We understand how frustrating it is to go without service especially when it's storm related it can cause a tremendous amount of damage and extended time to repair. We apologize for  the downtime and frustration trying to get a credit I hope this extra adjustment will help. Sincerely,Mr.[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 verified Mr. [redacted]’s past billing issues have...

all been addressed. In regards to Mr. [redacted]’s current service issue claims, Mr. [redacted] will need to have our Prism Technical Support Group troubleshoot his service concerns before consideration for the disputed early termination fee can be waived. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. ** CenturyLink Customer Advocacy Group Tell us why here...

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, This issue has already been escalated to the...

Federal Communications Commission. Mr. [redacted] has already received a response for all concerns through the FCC process. ** CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because:  I did provide information.  I addressed every concern that Century Link raised.  I followed Century Link instructions and still do not receive the promised speeds.  They claim to you that it looks good at their end but that is NOT what I  get.  Century Link technicians say that there is congestion caused by Century Link over selling and is expecting me to agree, I do not.  Century link has not addressed any issue and has offered no explanation for their failure.
Sincerely,
[redacted]

I have reviewed the Revdex.com complaint from [redacted] regarding problems with getting his [redacted] account combined with his internet account. I have reviewed both accounts and show the customer has requested these be combined but don't show any orders do so. I'm not sure what happened...

but I did place an order to combo bill the two services the order number is [redacted]. Like they have been told in the past it may take a billing cycle or two I have no way to speed that process up. I have also adjusted the past two months late fees on the internet account $7.00x2 $14.00 credit and also a one time $50.00 courtesy credit for the time and frustration the customer has experienced. CenturyLink would like to apologize for this frustrating situation we certainly understand we have dropped the ball trying to get this combine billing order done. Sincerely,Mr[redacted]

07/14/2016 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 records that Mr. [redacted] was made aware of the contractual obligation for the 12 month...

promotional discount he requested on 09/28/2015. On 01/13/2016, Mr. [redacted] had called to CenturyLink customer service about the requirement of autopay for the full promotion rate. He stated he had agreed to a new 12 month contract for the $24.00 promotion he was previously paying. He was advised again of the requirement for CenturyLink’s autopay. On 06/13/2016, Mr. [redacted] had called to CenturyLink customer service again to dispute the early termination fee. An escalations team member offered to adjust the difference of the promotional discount already issued and the early termination fee, as a courtesy. Rather than being charged the $200.00 early termination fee, Mr. [redacted] would pay back to CenturyLink the $126.00 of promotional discount already applied, as if not in contract ($14.00 contracted promotional rate per month X 9 months of contractual promotional given by CenturyLink = $126.00). She issued an adjustment in the amount of $74.00 ($200.00 early termination fee - $126.00 total of 9 months of contractual promotional given by CenturyLink = $74.00). As this issue had already been resolved, CenturyLink finds no additional credit adjustment to be warranted. 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.   Our records indicate Ms. [redacted] spoke with a representative on October 4, 2016.  Two new twelve-month promotional discounts were added to the account.  Unfortunately, Ms. [redacted] was not eligible for the $10 twelve-month promotional discount, as it had previously been received.  In an effort to satisfy, an adjustment for the missing discount for two months (November and December) has been applied to the account.  A credit for $20 was issued on December 22, 2016 and should be reflected on the January 13, 2016 bill.   Since CenturyLink cannot bill at the rate quoted, if Ms. [redacted] chooses to find a new provider I will waive/credit any Early Termination Charge that might be applied.  Ms. [redacted] would need to contact the business office by January 27, 2017 to have an order issued.  I will monitor the account and make any necessary adjustments, once the Closing bill is issued.   Ms. [redacted] is a valued customer and I apologize she was not treated in this manner. CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Thank you for the clarification.  It is correct that the "Prism Cable" service was cancelled due to the various complaints and concerns outlined in the original complaint.  However, I have an active account in use for wi-fi services to continue accessing other available means of technology with Century Link including but not limited to telephone, internet, and alternative television viewing options.  Again, thank you for clarifying this, and appreciate the resolution regarding this ongoing frustration.
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, Mrs. [redacted] requested for a technician visit on...

May 11, 2016. Our technician was dispatched and discovered that a sensor needed to be replaced. Regardless of the equipment being out of warranty, our tech replaced the sensor. After further review of this complaint with Mr. [redacted], The date for the technician visit may have been misunderstood by our customer service agent. I apologize to Mr. [redacted], and re-advised the Early Termination fee couldn’t be waived due to the circumstances. Mr. [redacted] understands the Early Termination Fee is valid and has been sustained. ** CenturyLink Customer Advocacy Group

CenturyLink appreciates Ms. [redacted] writing regarding her recent experience with our company.  I regret to inform Ms. [redacted] that she did not include sufficient information for CenturyLink to conduct an investigation.  In order to investigate the complaint, the CenturyLink account number...

will need to be provided.  I was unable to locate the account with the limited information on the Revdex.com complaint.  Once this information is received, CenturyLink will be happy to investigate further.       [redacted] Customer Advocacy Group

1/12/16 Centurylink has reviewed the customer complaint regarding our refusal to provide service at the customers location. The final bill at this address would need to be paid before any new service would be installed. The charges on the customers accounts of [redacted] in the amount of $120,...

and [redacted] in the amount of $45.38 have been adjusted to a zero balance today. These account were set up and disconnected due to the final bill at the addresss. location. Centurylink apologizes for the poor customer service received regarding this matter.[redacted]/Centurylink Manager

Initial Business Response /* (1000, 4, 2015/08/12) */
8/12/15:Centurylink has reviewed the customers account regarding the $30 balance on their account in dispute. The customer indicated they were offered a $32 in May when they called in as their promotion had ended. The customer has stated they...

have not received the credit of $30 on their account and is being billed late payment charges. The customer was issued credit of $6 for the late payment charge billed on the June bill on 6/18/15. A $30 credit was issued to the customers account on 8/10/15 for the credit they have not received. The late payment charge of $7 reflected on the July bill was also credited. Centurylink apologizes for the poor customer service received regarding this matter.
[redacted]/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Revdex.com. It is a shame that it takes going through you to get a company to respond to their own errors.