CenturyLink

After review it appears that their were some troubles with the connection and modem was delayed due to severe weather conditions which is out of Centurylinks control we apologize for that inconvenience. Per the notes on the account the customer was given a large credit for time without service and as a save offer to remain our customer. The account was canceled on 01/05/17 and was informed that the save credit given would be reversed and customer would only receive credit for the actual days without service. Centurylink apologizes about the frustration with connection and has attempted to make amends for the troubles that were encountered however this was declined by the customer. Centurylink has closed this complaint. Sincerely, Mr. [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 the account was established on May 31, 2017 and disconnected on July 27, 2017.  [redacted] spoke with a representative on July 5, 2017.  A credit for $99.99 was issued but not post due to an error made by the representative.  In an effort to satisfy, CenturyLink has agreed to adjust the current balance due on the account.  A credit for $300 was issued on August 25, 2017.  The account currently reflects a zero balance due.   CenturyLink regrets any inconvenience [redacted] has experienced.   [redacted]

After further review, CenturyLink sustains the original position. The appropriate credits were applied to the account. We do show that the customer was billed for a modem that was not returned within 30 days from receiving a different modem. We have sent an additional pre paid return label to the customer to return the modem. Once the modem is returned and showing checked in the customer can contact our customer care and a manual adjustment can be made to the account.  Additionally, we have checked the signal on the line and its currently training at 115% which is excellent. Depending on how they are connecting to the internet could impact the speed i.e. over wireless or hardwired, and how many devices that are simultaneously connected and running at the same time can dictate the overall speed as well. We have requested that a technical support specialist reach out to assist or answer any questions the customer may further have. They typically  reach out within 24-48 hours. Sincerely, Mr. [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]
 This matter has been handled locally.[redacted]

Our records indicate [redacted]’s account, [redacted], was suspended for non-payment on February 1, 2016, as the last payment received was on December 17, 2015.  The account was disconnected on February 22, 2016, with a February 1, 2016 effective bill date.  The February 1, 2016 Closing bill reflects the balance due was $159.58.   Customers have thirty days to return the leased equipment or they will be charged the purchase price of the equipment.  When the modem was not returned, the account was correctly billed $107.64 for the modem.  The new balance due was $267.22.  Our records indicate [redacted] paid the balance due on August 2, 2017.    [redacted] indicates in his Revdex.com complaint that he returned the equipment.  However, our records do not reflect the modem was returned.  If [redacted] can provide the [redacted] tracking number, I would be happy to adjust the modem charges, even if the modem was not returned within thirty days.  In addition, if [redacted] can provide documentation that he paid the $267.22 on a date other than August 2, 2017, I can start a payment investigation for the missing payment(s).  In order to open a payment investigation, I would need a copy of the cancelled check (front and back) or a copy of the bank/credit card statement that reflects the payment.  The statement should reflect the transaction number, which is needed for the payment investigation.   [redacted] CenturyLink Customer Advocacy

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] disconnected her account on August 21, 2017.  CenturyLink records do not indicate Ms. [redacted] returned her leased modem.  Thus, she was correctly billed the purchase price of the equipment on October 23, 2017.  While our records do not indicate the equipment has been returned, a credit for $108.74 was issued on February 26, 2018, in an effort to satisfy.    Margaret CenturyLink Customer Advocacy

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, I verified all payments that have been sent to...

CenturyLink have been applied to Ms. [redacted]’s account. I have left Ms. [redacted] a voice message with my contact information for any further questions or concerns. ** CenturyLink Customer Advocacy Group

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 a credit was placed on the account on 07/19/16 for $134.85 for the issues that Mr. [redacted] has...

reported to The Revdex.com. Centurylink considers this complaint resolved and closed. Sincerely, Mr. [redacted]

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer has already been given discounts on the account of $13.94 and $40.12 for the issues the customer had getting this resolved. The customers charges were due...

to the expiration of a promotion. If the customer has not already done so, they should inquire to our new price for life structure that does not have any term commitment and will not change in price if the services are not changed by the customer. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following:   The February bill is for $110.57, we’ll use this as a staring point in references to the subsequent bills that are larger and why.   March charges total $161.72 which reflects and increase in [redacted] charges of $51.13 due to the expatriation of the promotion pricing from [redacted]. Any charges that are in dispute from [redacted] need to be addressed by [redacted] as they invoice CenturyLink and CenturyLink pays these invoices prior to the billing sent to the customer to avoid interruptions in service.   Any and all disputes regarding these charges which come from a third party, in this case [redacted] must be handled through that service provider.   Any adjustments or changes agreed upon between the third party provider and the customer will be invoiced accordingly and reflected in the combined bill.   The April reflects just this, and adjusted new total from [redacted] as it appears on the bill, a reduction of $20.00 in the [redacted] charges.   It also reflects the reduction in promotional discounts from $45.00 to $25.00 due to the expiration of that term discount.   This is all the same all the way through to June at which time the Loyalty discount changed the promotional pricing on the account by $5.00 which is reflected in the total.   CenturyLink acknowledges the customers reply and appreciates the opportunity to clarify the billing.   Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

In review of Mr. [redacted]'s claims, I found no call for a disconnection request in the month of September. I did verify emails and calls to CenturyLink  during the time of the disputed billing. Inconsideration to Mr. [redacted]'s ongoing billing dispute, I have agreed to credit back for all the months billed after September 2015. A total credit of $276.10 has been processed, remaining amount due is $200. The remaining charges that due are for the early termination fee billed to Mr. [redacted]'s final billing. ** Customer Advocacy Group

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 do hope to receive a letter by mail from the credit collection company showing that they have indeed withdrawn from collecting on this.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

04/27/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:Upon research of Ms. [redacted]’ CenturyLink account, I found the package pricing to be as follows:Internet 74.00 Bundle Savings Internet  -10.00 Pure Broadband...

Promotion -34.05Advanced Modem - Lease 9.99   ------------------------------------------------------ Internet Monthly Charges Total $39.94 (before taxes fees and surcharges)XTRA 77.99 HBO, STARZ, SHOWTIME, & CINEMAX 50.99 NFL SUNDAY TICKET MAX 2015 0.00 Additional TV - 2 Clients 13.00 Advanced Receiver 15.00 Primary TV 6.50 CenturyLink Bundle Savings -5.00 XTRA Save $5 for 12 Months -5.00 XTRA You Save $10 for 12 Mos -10.00 XTRA 12 Mo Instant Rebate -33.00 HBO, STARZ, SHOWTIME, & CINEMAX  3 Mos Free HBO/STZ/SHO/MAX  -50.99 ------------------------------------------------------[redacted] Monthly Charges Total $59.49 (before taxes fees and surcharges)_____________________________________________________Total [redacted] and CenturyLink charges $99.43 (before taxes fees and surcharges)CenturyLink quotes package pricing and promotions as an estimation of charges before taxes, fees and surcharges. All pricing is subject to change depending upon promotional timeframes or product, equipment, taxes, fees or surcharge rate increase.I have adjusted the difference of the quoted amount and billed amount for the 145 days of service billed in the amount of $103.79 ($99.43 billed rate - $80.99 quoted rate = $18.44 difference / 30 days in a bill cycle = $0.62 a day for difference x 145 days of service provided (11/11/2015 to 04/04/2016; 145 days) = $89.90 + $13.89 taxes = $103.79). I have also issued an adjustment for the 2 late fees that were charged to Ms. [redacted] billing statements in the amount of $14.00 (02/07/2016 statement late fee: $7.00 + 03/07/2016 statement late fee: $7.00 = $14.00).Ms. [redacted] was responsible for calling [redacted] to remove the movie channels on or before the 3 free months expired to avoid paying the additional cost (per the agreement with [redacted] signed during install). The remaining balance of $173.03 is sustained as valid.I apologize for any frustration this misquoted rate may have caused. Proper coaching has been sent to the agent’s supervisor for coaching/disciplinary action. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

03/29/2017 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 was unable to review the original sales call to confirm if an international plan was to be added...

onto Mr. [redacted]’s CenturyLink account upon install. Upon receipt of the bill statement that included standard per minute international rate, Mr. [redacted] had notified CenturyLink that the account should have included an international calling plan. He opted to add the CenturyLink Choice international plan to his account. I have issued an adjustment for the difference between the billed international rate and the $0.18 per minute international rate to as if the account had been on the CenturyLink Choice international plan totaling a credit of $571.59. Mr. [redacted] is responsible for the balance due of $67.32._________________________________________________________________________...⇄ Long Distance Phone Call Rates with CenturyLink Choice International:Home phone to a land line: $0.18 per minute Home phone to a mobile phone: $0.27 per minute  ------------------------------------------------------------------------------...⇄ [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted]
 Total billed international minutes 197 Usage Charges Total $521.74  Choice International Rerate $35.46 + Choice International plan rate $4.00 = $39.46--------------------------------------------------------------------------...⇄ between billed and rerate $482.28  Taxes $89.31--------------------------------------------------------Total $571.59_________________________________________________________________________...⇄ 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 closed this complaint.  Sincerely, 
[redacted]

this is false
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   Due to differences in the billing cycles, the customer’s first bill in September was only for the Centurylink portion of the services the customer was receiving....

  Unfortunately, since the request to combine the bills was already in process when the customer canceled CenturyLink services, the charges she received from and paid to [redacted] generated a partial bill (in the negative amount since paid directly to [redacted] by the customer) and this amount of <$34.96> was now combined and invoiced as a credit forward to Centurylink.   All Centurylink charges were negated on this bill. October’s bill is all for [redacted] because they bill in advance and the charges are paid in advance for the services as they are stated in the October statement.   This last invoice from [redacted] was paid to [redacted] on behalf of the customer in the amount of $523.74 by Centurylink as CenturyLink always pays the third party when invoiced and then passes the charges as invoiced from said third party to avoid interruption of service to the customer.   Here are the charges that were paid by Centurylink to [redacted] on behalf of the customer for the services the customer is still receiving and has not paid [redacted] for as these were invoiced through CenturyLink and [paid to [redacted] by Centurylink:   [redacted] [redacted]    Account  [redacted] Billing Date  Oct 26, 2016      Previous Balance  13.63 New Charges  523.74 Total Amount Due $537.37 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -   Payment Due By Upon receipt - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - CenturyLink ** [redacted]    Information About Your Account At CenturyLink, our top priority is providing you with quality customer service. As part of that commitment, we have prepared the following information to help you understand your account. If you need additional assistance, please call Customer Service at [redacted]-[redacted]. Customers using Teletype (TTY) devices can direct their inquiries to CenturyLink at [redacted]-223-3131, a TTY equipped number. Catalog/rate schedule information for your services is available without charge at your service provider's web site or by calling their toll-free number. Catalog/rate schedule information for CenturyLink services is available without charge at www.centurylink.com or by calling the toll-free number listed on the summary page of your bill. Summary of New Charges --------------------------------------------------------------------------------  Service   Total with Savings -------------------------------------------------------------------------------- Television   [redacted] Monthly Charges   526.93 Related Monthly Charges   -4.64 Taxes, Fees & Surcharges   1.45   --------------------------------------------------------------------------------   Total Television $523.74   --------------------------------------------------------------------------------   Total New Charges                                         ...⇄ $523.74 Details of Your Television Charges Television Service [redacted] Account Number: [redacted] Technical Support or Programming/ Equipment Changes: [redacted]-[redacted] Bill Explanations: [redacted]-[redacted] For immediate closed-captioning issues, call [redacted].[redacted], fax [redacted] or email [redacted]@[redacted].com. For formal inquiries, contact [redacted], Director: email [redacted]@[redacted].com, call [redacted], fax [redacted] or mail to [redacted]. Thank you for using [redacted]. This portion of your bill is provided as a service to [redacted]   [redacted] Monthly Charges  --------------------------------------------------------------------------------  09/27 - 10/26 PREMIER                                         ...⇄ $144.99  Monthly  09/18 - 11/17 [redacted] SUNDAY TICKET MAX 2016                             $359.94  Regular Season  09/25 - 11/24 [redacted] SUNDAY TICKET MAX 2016                             $0.00  Subscription Service  09/27 - 10/26 Additional TV - 1 Client                                         ...⇄ $7.00  Subscription Service  09/27 - 10/26 Advanced Receiver                                         $15.00  Monthly  -------------------------------------------------------------------------------- [redacted] Monthly Charges Total $526.93   Related Monthly Charges -------------------------------------------------------------------------------- 09/28 Regional Sports Fee                                                         $ 1.97 09/28 Primary TV                                                                         $7.00 09/25 CenturyLink Bundle Savings                                        $- 5.00 09/12 PREMIER                                                                             $-72.50  Partial Month Credit  09/17 ULTIMATE                                                                          $-30.66  Partial Month Credit  09/13 SPORTS                                         ...⇄                                 $-6.53  Partial Month Credit  09/17 Additional TV - 1 Client                                                  $-2.33  Partial Month Credit  09/12 ULTIMATE                                                                          $45.99  Partial Month Charge  09/17 PREMIER                                         ...⇄                                 $48.33  Partial Month Charge  09/12 SPORTS                                         ...⇄                                 $ 6.99  Partial Month Charge  09/18 Additional TV - 1 Client                                                  $2.10  Partial Month Charge  09/17 Regional Sports Fee                                                 ...⇄ $-0.66 09/17 Regional Sports Fee                                                 ...⇄ $0.66 -------------------------------------------------------------------------------- Related Monthly Charges Total                                                        ...⇄ -$4.64 Taxes, Fees & Surcharges -------------------------------------------------------------------------------- TV Service Sales Tax                                         ...⇄                                 $1.45 -------------------------------------------------------------------------------- Taxes, Fees & Surcharges Total                                                                $1.45 -------------------------------------------------------------------------------- Total Television Charges                                                             $523.74   As of this reply all of these charges are valid and owed to Centurylink as they have been paid to [redacted] on behalf of the customer.   This is not a billing issue, these are valid charges for services the customer has with the [redacted] for the programming that [redacted] is providing the customer.   If the customer does not want or did not want these services, [redacted] can issue and adjustment and the customer can use this refund to pay this bill.   CenturyLink does not adjust charges that are paid and invoiced from our third party providers.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted] [redacted]

04/21/2016CenturyLink 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 the service was installed on 12/23/2015 for CenturyLink’s up to 3m high speed internet with a 12 month...

contractual promotional discount that requires Centurylink’s auto payment for the full promotional discount and a purchased modem/router (installment billed in 3 payments).On 02/06/2016, Ms. [redacted] called and requested to disconnect the CenturyLink service with a due date of 03/01/2016. The order was placed and Ms. [redacted] was made aware of the early termination fee for disconnecting before the end of the contract.I issued an adjustment towards the final bill statement for the modem router purchase fee in the amount of $107.25. Calculations listed below:01/24/2016 statement - $35.75 ($33.33 installment billed portion of purchased router + $2.42 taxes)02/24/2016 statement - $35.75 ($33.33 installment billed portion of purchased router + $2.42 taxes)03/24/2016 statement - $35.75 ($33.33 installment billed portion of purchased router + $2.42 taxes)----------------------------------------------------------------Total credit adjustment for the returned purchased equipment $107.25However, Ms. [redacted] did not qualify for the 30 day satisfaction guarantee, as stated above she retained the service from 12/23/2015 to 03/01/2016. Ms. [redacted] was aware of the contractual promotional discounts.CenturyLink has sustained the remaining balance on Ms. [redacted]’s CenturyLink account for the amount of $ 142.37. No additional credit adjustments are 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 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, This issue has already been escalated to the...

Federal Communications Commission. Ms. [redacted] has already received a response for all concerns through the FCC process. FCC response, Re:      [redacted] [redacted]       Notice of Complaint filed 02/17/2017   Dear Ms. [redacted]:   Please be advised that CenturyLink has completed a review of the complaint filed by [redacted]. Ms. [redacted] states that since mid November she has not had internet service in the evenings and a lot of weekends. She indicates that she has made numerous calls and complaints and is told someone will be out to check out the issue, but nobody ever comes. She says she pays full price for internet services she does not get. She states that they have no notes or recollection of previous calls. CenturyLink regrets any inconvenience the customer has experienced in this matter. The line is currently connecting at over 100% of the purchased speed of 10 Mbps and the line is stable. CenturyLink advises its customers of possible speed fluctuations in all its advertising, “Listed broadband speeds vary due to conditions outside of network control, including customer location and equipment, and are not guaranteed.” Additional information is provided in the terms and conditions that customers agree to prior to activating service:  “…Bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device connected to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factors. The speed of the Service will vary based on network or Internet congestion, your computer configuration, the condition of your telephone line and the wiring inside your location, among other factors...” When tested, the line showed seven devices connected, all via WIFI. Since a WIFI connection can lose up to 40% of bandwidth, turning off WIFI on devices not being used or powering off such devices may provide a better connection.  Ms. [redacted] received $24.94 credit for service issues in January.  Sincerely, [redacted]
** CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because:It was my past experience with CenturyLink which somebody said which sounded reasonable at the time then nobody followed up responsibly.  I have to see how they actually do for a few months if they do what they said they would.  They have no credibility with me. 
Sincerely,
[redacted]