CenturyLink

To whom it may concern: I have received and reviewed the Revdex.com complaint and found the following: Using the information provided in this complaint CenturyLink attempted to locate the account the complainant was referring to. Do to various identity verification issues CenturyLink cannot verify the...

information found is correct or that in the case of a different name or address or combination of both that required validation of the account holders or the complainants CPNI (customer proprietary network information) could be met. The complainant will need to provide this information either through the Revdex.com or directly to the manager handling the complaint at [redacted] in order to meet compliance and review the claims noted in this complaint. The following information needs to be provided: The name on the account, the billing and service address if different, the actual account (Telephone or stand alone internet phone number) and the date noted as the final date on the notice or bill the complainant is referring to. 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 , and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a contract dispute. I have reviewed the account history and show the original contract was until 4/16 but was extended to give the customer a lower rate due to the promotional rate dispute. Based on these findings I have...

removed the contract and canceled the service backdated to 3/31/16. We apologize for the conflicting information given on the contract date this issue is no resolved. If the customer has any questions when they get their final bill they can contact our billing department [redacted].Sincerely,[redacted]

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 Ms. [redacted]’s package dispute was...

resolved with a Manager on April 04, 2016. Ms. [redacted] was advised at that time; all charges for Prism television and home telephone were removed and adjusted. I left Ms. [redacted] a voice message with my contact information for any further questions or concerns. ** CenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/08/31) */
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 have verified the charges of $63.06 are valid. The final charges are for optional tech installation that is not covered in the CenturyLink 30 day guarantee.
Inconsideration to Mr. [redacted] claims, I have adjusted the total amount of $63.06 in dispute as a goodwill credit. Final billing for the account in disputed has been adjusted to zero, reference XXXXXXXX. I apologize for any inconvenience CenturyLink may have caused to Mr. [redacted].
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint was resolved as they have done what I asked

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. This issue appears to be resolved; however, I want it to be made clear they were still billing me at my old address up until January 3rd, 2017, and bills were still being sent to my old address.  It took three months, at least 25 hours on the phone, in store contact, chat, every avenue of communication available to me.  Every time I was told this was taken care of, or just transferred or hung up on, and it wasn't resolved.  There is no reason that much effort should have to be put in just to move.  I have never experienced such horrible customer service.  It failed on every level and every person I talked to.  I could have gotten better customer service from a zoo full of monkeys.
Sincerely,
[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Prior this reply the customer’s account in question was disconnected and back dated to reflect the incorrect charges. Any remaining amount left on the balance was already adjusted and there are...

no further charges due or in need of adjustment. 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

03/30/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Our records indicate the 411 Directory Assistance calls Mr. [redacted] is disputing were generated from the residential telephone line associated with his account....

Due to his dispute of making the calls, CenturyLink has issued a $25.44 courtesy credit to the account to adjust the charges reflected on his final billing statement.  The cancelled account currently reflects a zero balance. CenturyLink apologizes for any inconvenience Mr. [redacted] may have experienced regarding this matter. Mrs. [redacted] 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.
Sincerely,
[redacted] Century link is willing to work with me on our problem about their lack of response on sending a return label for their receiver which I kept since we moved in August 2015 and finally sent back on my own 12/11/15 because I was told the bill was being turned over to a collection agency, so as a result I paid for and sent the receiver back on my own and unforturtantly  the receiver was lost in the mail. Have proof of sending the receiver back and feel I should not have to pay for the receiver, but willing to work with the company to settle this complaint. My account # [redacted]  I also have paid for half of the amount I'm told I owe and am paying the second half this month so the bill will not go to collections...

I have received a copy of the Revdex.com complaint filed by [redacted], regarding a billing dispute. After investigation of [redacted]'s account it has been found that a refund check was sent [redacted] on 06/01/17 for $50.25. Centurylink apologizes for the frustration...

encountered and appreciates the opportunity to investigate her concerns. Centurylink has closed this complaint. Sincerely, [redacted]

Initial Business Response /* (1000, 4, 2015/09/18) */
09/18/2015
CenturyLink 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 on 08/11/2015 Ms. [redacted] called to...

CenturyLink stating she had called the day before inquiring canceling her Prism for an early termination fee of $40 and upgrading her internet speeds to 25m and her pricing would be $34.95 for 2 years and a leased modem/router for $8.99 before taxes. The agent Ms. [redacted] spoke with agreed with the pricing as long as Ms. [redacted] agreed to a 2 year contract and adding auto pay to her CenturyLink account. Over the conversation Ms. [redacted] stated she would pick up the new modem/router from the store when she dropped off the equipment for the "Cable". The order that was placed was to upgrade the internet only.
When I reviewed the call and I can understand how the agent didn't understand that Ms. [redacted] wanted to cancel the Prism service as the word "cable" was used and not "Prism". Quite a few of CenturyLink customers have both CenturyLink Prism TV and a cable company's cable service to maximize the channels that one or the other doesn't have.
On 09/12/2015, Ms. [redacted] called to CenturyLink in regards to the 09/09/2015 statement that still had Prism service on it. The agent Ms. [redacted] spoke with apologized and understood the misunderstanding and placed an order to remove the Prism and added an effective bill date (reversal of charges billed) to 08/11/2015.
CenturyLink bills a month in advance and all promotions are credited a month in advance as well (i.e. 09/09/2015 to 10/08/2015). When changes are made to the account mid-bill cycle by removing a service, the promotions are reversed which makes the current balance due more until the next bill prints on the regularly scheduled bill date when the full, non-promotional charge of the product is reversed. CenturyLink billing process unfortunately, cannot be changed and all credits for Prism service billed after 08/11/2015 will be on the 10/09/2015 statement.
Ms. [redacted] has been advised of this information already and her account has been set for an exclusion of any late fees while we all are waiting for the next bill cycle to reflect the credits due.
I apologize for the misunderstanding and delay and advise patience till the credits apply on the 10/09/2015 statement.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (3000, 6, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not Accept first of all everything Ms [redacted] wrote was baloney and made no sense. I called the day before to cancel my Prism and upgrade my internet funny how my account is right in front of them and they didn't know I meant Prism.Second funny how I have to wait till next billing But they can add chargers in the middle of billing which no one answered what they were for(164.00 one day 244.00 2 days later and 266.00 the next day) and third I won't know if this issue is resolved until I get my next months bill.Also this is not the first time I have had a problem with this company.And also where I said I would pick up new modem/router at the centurylink store they also billed me a shipping charge
Final Business Response /* (4000, 8, 2015/10/05) */
10/05/2015
CenturyLink has reviewed our previous responses to Ms. [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
Final Consumer Response /* (2000, 10, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They seem to have fixed the problem for now and hoping in the future I don't have another problem with this company.I also want to say that I did not like Miss [redacted] response where she says "CenturyLink has closed this complaint." I'm the one with the complaint not Centurylink so if there was anyone to close it it's me not them.And I felt like I was being dismissed.I just wanted that to be known and this company needs to learn some people skills.Thank you for your time and help.

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 attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessful in finding an account in Ms. [redacted]’s name.  Once this information is received, CenturyLink will be happy to investigate the complaint.  **CenturyLink Customer Advocacy Group

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] had already fulfilled...

multiple promotions and no longer qualified for the promotion our agent’s tried to add on his account. I apologize for our error; most promotions are only available for 12 months every two years. Mr. [redacted] has opted to remove service, therefore no further review in regards to this complaint is necessary. I apologize for any inconvenience caused to Mr. [redacted]. ** CenturyLink Customer Advocacy Group

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 have agreed to disconnect Mr. [redacted]’s...

Internet Service due to installation issues. Once billing is final, all charges will be credited to zero. I apologize for any inconvenience CenturyLink has cause Mr. [redacted]. ** CenturyLink 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 quasi-satisfactory to me.
While I truly appreciate that CenturyLink did address the money side of the issue, there didn't seem to be any acknowledgement of the frustration of hours on the phone (much of it on hold) and months of follow up over the issues at hand.  Customer service was and still seems to be an issue.  The response repeatedly noted my past due amounts, as if to marginalize me as a poor customer and discredit my claims.  My complaint addresses my past due amounts and gives some explanation to them.  Also, the letter I received from CL in the mail stated that the proper discounts have been 'requested' on my behalf.  But how do I know if they got approved?  How do I know for how long they apply?  1 year? 2years?  Do I need to call and haggle with an entry level agent again (who probably doesn't have access to the info) just to get that information?  It should also be noted that last week I had another issue with CL regarding my Prism account.  The basic issue revolved around being told I was past due  (10 days after making my proper payment) and still not having service.  I recorded the phone call and would be glad to share it with you if you like.  In closing, I do thank you for taking the time to respond and address my situation.  I am sure you get an earful from others as well, and I am sure it is no fun.  I just want o be able to know, that moving forward, these issues won't pop up again.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have contacted CenturyLink on at least 4 occasions. All of which were related to the device and service I received. The matter is misrepresented by CenturyLink and to suggest that no further action was requested is inaccurate. I requested transcripts of my complaints to support this to which I have not received a response. Centurylink is not and has not delivered the service I was paying for. To date I have received not only 2 different modems, but continued delayed and inadequate service contrary to what they advertise and I subscribed for.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/12/23) */
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.
I have...

made contact with Mr. [redacted],
I advised Mr. [redacted] the install delay was caused due to a system error. I apologized for the inconvenience, agreed to a one-time credit of $50.00 for the delay. Mr. [redacted] is satisfied with the provided explanation as well the credit.
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 7, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
credit matches with the amount requested

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding his request for service at his new location.  In review of the account, Mr. [redacted] placed an order to transfer standalone High Speed Internet service to his new location. His...

order number is [redacted] and it is currently scheduled for dispatch on May 4, 2016. CenturyLink apologizes for any frustration. Sincerely, [redacted] CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by [redacted], regarding a billing dispute.  Unfortunately, [redacted] did not provide her CenturyLink account number. In order to investigate her complaint, I will need the CenturyLink account number. Once I...

have the necessary information I will be able to investigate her concerns. CenturyLink apologizes for any frustration. Sincerely, [redacted]

Mr. [redacted]’s original account number was [redacted], not [redacted] as he indicates in his Revdex.com rebuttal.  His account number was changed on December 23, 2014 when his landline was removed.  His account number changed from [redacted] to [redacted].  I have attached copies of the December 22, 2014 on account [redacted] and the January and February bills on account [redacted].  The January 13, 2015 bill reflects the change.    As reflected on the bills that have been provided, accounts [redacted] and [redacted] billed for a Home Phone and Internet.  Account [redacted] billed for [redacted].  CenturyLink did not re-open the old account and transferred charges.  The charges on account [redacted] are for a different products and services.    [redacted] CenturyLink Advocacy Group