CenturyLink

(The consumer indicated he/she DID NOT accept the response from the business.)
We just received our Centurylink bill today, and it was $95.19. Which shows the continued incompetence of this company. Its finally bundled, but is still the wrong price. It shows the direct portion is $63.64, and the Centurylink portion is $31.55. So yet another month of overpayment on our part.

Complaint: [redacted]
I am rejecting this response because: I have already paid the collection company in order to protect by credit score. Is there anyway for a reimbursement to me? I am not a current Centurylink customer due to relocation so a bill credit will not get back to me unless a checks are sent to closed accounts.
Sincerely,
[redacted]

CenturyLink appreciates Ms. [redacted] taking the time to share her experience and offer suggestions that would improve her experience in the future.  Her comments regarding the access to representatives will be reviewed.  Suggestions from the customers are valuable when making changes....

  Besides a telephone call, CenturyLink has other options available for customers who wish to contact CenturyLink.  The following link will provide Ms. [redacted] with the available options and the hours that representative are available by phone.  The link is www.centurylink.com/help/contact/?ent=q.   CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: In an effort to rectify this complaint, I will be contacting this customer between Monday, February 1st and Friday February 5th to resolve this complaint 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 [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]

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint and found the following:   Per the customer’s request the executive office manager handling this complaint can be reached at any of the means listed below.   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 [redacted]

04/04/2016CenturyLink 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 CenturyLink had already addressed Ms. [redacted]’s concerns with her billing statements:Executive...

Offices complaintAccording to the records on the account, Ms. [redacted] was quoted $119.40(with auto-pay $109.40) plus taxes, fees and surcharges on 2/10/15 for PBB and Prism Essential.  The 1st billing statement was billed at $118.40 plus taxes, fees, surcharges and prorated charges, $215.18.  Ms. [redacted] contacted customer service on 3/10/2015 about the billing.  An order was placed for Prism Preferred and PBB; she was quoted 100.13 plus taxes, fees, surcharges and prorated charges.   Ms. [redacted] called on 4/15/2015 and she was issued a credit for the misquote and the plan was changed.  However, the associate quoted Ms. [redacted] incorrectly, $99.00 plus taxes, fees, surcharges and prorated charges.  Ms. [redacted] called back on 4/28/2015 about the bill and she spoke to the same associate.  He apologized for the misquote, but he did not include one of the set-top box, $9.99.  The associate issued credit for the April billing statement and advised of the billing going forward, $34.95 PBB and $83.47 (118.42) or $108.42 with auto-pay plus taxes, fees, and surcharges.  I issued credit for the May and June statement ($51.84) and added a dynamic discount of $15.00 for 9 months.[redacted]CenturyLink had sent Ms. [redacted] a standard billing statement on 01/21/2016 for the timeframe of 01/21/2016 to 02/20/2016. Her service was disconnected on 02/05/2016. The final bill was issued on 02/21/2016 which includs the balance forward, a reversal credit for service billed but not provided for the timeframe of 02/06/2016 to 02/20/2016 (leaving the balance forward for the timeframe of 01/21/2016 to 02/05/2016), the standard disconnection service order fee, and a late fee, as the 01/21/2016 statement was not paid.CenturyLink finds the charges on the final bill statement to be sustained as valid with no credit adjustment warranted. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Upon further review with Mr. [redacted], I agreed to one-time credit of $113.25 to offset most of the charges Mr. [redacted] was billed for by  removing service. Mr. [redacted] has agreed to pay the final balance of $100 due. All collections for the owed final billing will be suspended for the next 30 days pending Mr. [redacted]'s payment arrangement. ** Customer Advocacy Group

06/29/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of Mr. [redacted]’ CenturyLink account, I found, per notations, Mr. [redacted] had utilized click to chat about transferring service...

to a new address however was advised that a call to customer service was required. On 12/11/2016, the same agent that placed the order for the new account also accessed the older account but did not leave notations and did not place an order to disconnect.  I have issued a credit adjustment for the service billed from 12/11/2015 to 02/10/2016 totaling $184.61 (12/04/2016 statement monthly charge $64.40 /30 days within a bill cycle = $2.15 per day X 24 days (12/11/2015 to 01/03/2016) =  $51.60 for service billed and should not have been + $25.00 restoral fee +  $69.07 01/04/2016 statement balance + $38.94 (02/04/2016 billed $90.47 - $51.53 reversal of charges on final bill statement = $38.94) totals a credit balance of = $184.61). Mr. [redacted] began his 1st account with a leased modem/router that was provided to him from the local retail store on 09/30/2015. When the account was disconnected on 02/10/2016, a prepaid return label was sent to Mr. [redacted] so that he could return the leased equipment to avoid non-returned equipment fees. Mr. [redacted] 2nd account was shipped a new modem/router that was delivered by [redacted] on 12/17/2016 with tracking number [redacted]. CenturyLink has yet to receive the return of the 1st leased modem/router which generated a non-returned equipment fee on 04/12/2016 as part of the revised final bill. The current balance on Mr. [redacted]’ CenturyLink account of $118.89 ($303.50 balance on account - $184.61 credit adjustment for timeframe of 12/11/2015 – 02/10/2016 = $118.89) is found to be valid for the service provided from 12/04/2015 to 12/10/2015 and the non-returned equipment fee.    Sincerely, [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 at this point.  There is progress toward resolution.  Thank you!
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. 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] Executive Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care [redacted]

Complaint: [redacted]
I am rejecting this response because:  I did not order long distance  and I would like them to show proof that I did order long distance.   On top of it all I was told by one phone attendant that I have to have that long distance fee to have local phone service.  Well, all the sudden this last bill no longer has a long distance charge and my service is working.  I didn't tell them to remove it so whats up with that?  I would like proof that I ordered long distance or a refund! 
Sincerely,
[redacted]

07/26/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of Mrs. [redacted]’s CenturyLink account, I found the order for service was completed on 04/07/2016 with a pleased...

modem/router. The original due date was set for 04/12/2016 then changed to 04/07/2016. This change of the due date did not change the due date of the delivery for the leased modem/router that was actually delivered on 04/11/2016 per [redacted] proof of delivery: ---------------------------------------------------------------------...⇄ Dear Customer, This notice serves as proof of delivery for the shipment listed below. Tracking Number: [redacted]Service: [redacted]Weight: 2.00 lbsShipped/Billed On: 04/08/2016Delivered On: 04/11/2016 3:26 P.M. Delivered To: [redacted], US Left At: Front Door Thank you for giving us this opportunity to serve you.  Sincerely, [redacted]----------------------------------------------------------------------...⇄ A secondary order was placed on 04/08/2016 for a different leased modem/router with the hopes of it would deliver earlier. That order was cancelled and rekeyed as Mrs. [redacted] agreed to purchase the modem/router rather than lease. However the first order created this day had already transmitted the delivery to be fulfilled (this means that a total of 3 modem/routers were to be delivered). As these orders were placed on Friday 04/08/2016 and [redacted] doesn’t deliver on weekends the delivery was delayed till 04/11/2016 and 04/12/2016 as shown from the proof of delivery from [redacted] provided below:--------------------------------------------------------------------------...⇄ Dear Customer, This notice serves as proof of delivery for the shipment listed below. Tracking Number: [redacted]Service:[redacted]Weight: 2.00 lbsShipped/Billed On: 04/08/2016Delivered On: 04/11/2016 3:26 P.M. Delivered To: [redacted], US Left At: Front Door Thank you for giving us this opportunity to serve you.  Sincerely, [redacted]----------------------------------------------------------------------...⇄ Dear Customer, This notice serves as proof of delivery for the shipment listed below. Tracking Number: [redacted]Service: [redacted] Ground Weight: 2.00 lbsShipped/Billed On: 04/08/2016Delivered On: 04/12/2016 5:17 P.M. Delivered To: [redacted], US Left At: Front Door Thank you for giving us this opportunity to serve you.  Sincerely, [redacted]----------------------------------------------------------------------...⇄  CenturyLink bills a month in advance for service. First bill statements always contain prorated charges from the install date to the day before the bill cycle and 1 month in advance plus any onetime charges. Mrs. [redacted]’s first bill statement was generated on 04/15/2016 for the amount of $307.66 which included prorated charges for the CenturyLink phone and internet package from 04/07/2016 to 04/14/2016 and the standard month in advance from 04/15/2016 to 05/14/2016, phone and internet activation fees, shipping for 2 modem/routers, purchase of 1 modem/router, taxes, fees and surcharges. The second bill statement was generated on 05/15/2016 for the amount of $101.96 a standard bill statement for the standard month in advance for the CenturyLink phone and internet package from 05/15/2016 to 06/14/2016, late fee (CenturyLink had not received payment for the first bill statement) taxes, fees and surcharges. On 05/19/2016, Mrs. [redacted] has called to cancel the service. An order was placed and completed the same day. The final bill statement generated on 06/15/2016 reflected the reversal of service charges (credit) from 05/19/2016 to 06/14/2016 and a late fee (CenturyLink had still not received payments for either previous bill statements) bringing the final balance to $350.72. I have applied a credit balance for the purchase of the modem/router (CenturyLink’s records reflect all 3 modem/routers have been returned), 1 of the shipping fees and 5 days out of service for the internet (04/07/2016 to 04/11/2016 = 5 days; phone service does not require the modem/router) totaling a credit balance of $135.15 (modem/router $99.99 + 5 days out of service $3.33 (internet cost within the bundle $19.95/30 days within a bill cycle = $0.665 per day X 5 days = $3.33 (round up) + $22.99 overnight shipping = $126.31 + $8.84 sales tax = $135.15 total credit adjustment). This credit adjustment leaves a balance due of $215.57 for the timeframe of 04/12/2016 to 05/18/2016, phone and internet activation fees, shipping for 1 modem/router, taxes, fees and surcharges.  CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mrs. [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 sustained the remaining balance of $215.57 and has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com Complaint requesting information on if we provide service at his address. I checked the address provided on our website www.centurylink.com it requested a unit number to see if and what services we have available at that address. I would recommend the...

customer check using their full address on our website or call our Sales Department [redacted]. I would also further assist if they provide me with their unit number.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,
Pamela Allard
I would request that the complaint not be closed immediately. Century Link has requested 5-7 BUSINESS days to respond and your policy is to close the complaint after 5-7 CALENDAR days. If the response from Centiry Link is unsatisfactory, I would like to have the ability to amend my original complaint against them. Thank you for your help in this matter.[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.    [redacted]’s account was established on February 9, 2016 with a leased modem.  Our records indicate [redacted] called March 23, 2016 regarding the leased modem charge and received a $9.99 credit.  There are no other notations that [redacted] called to dispute the charge until May 2, 2017, when the order was issued to disconnect his suspended account.   In an effort to satisfy, CenturyLink has adjusted the modem leased charges over the $99.99 purchase price of the equipment.  [redacted] was billed a total of $160.84 for the leased modem.  The account received a $9.99 credit on March 23, 2016 and $5.33 credit on the April 27, 2017 Closing bill, leaving the total amount billed $145.52.  A credit for $45.52 was applied on July 20, 2017.  The current balance due is $59.41.    Since the account records indicate [redacted] has a leased modem, [redacted]’s account will probably be charged the purchase price of the equipment, since it has not been returned.  I will monitor the account and make the necessary adjustment, if billed.   CenturyLink regrets any inconvenience [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

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 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 Mrs. [redacted] spoke with a representative on April 26, 2017.  New Prism promotional discounts, with term commitment, were added to the account.  Mr. [redacted] spoke with a representative on December 11, 2017 and disconnected the Prism service.  Mr. [redacted] was correctly billed a Prism Early Termination Charge on the January 4, 2018 bill.   In an effort to satisfy, an adjustment for Early Termination Charge has been applied to the account.  A credit for $240 was issued on March 1, 2018.  In addition, credit for the Late Payment Charges on the January ($9) and February ($16) bills has also been issued.  All credit should be reflected on the March 4, 2018 bill.   Mr. [redacted] is a valued customer and I apologize he was not treated in this manner.  CenturyLink regrets any inconvenience Mr. [redacted] has experienced.   Margaret 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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Success comes in cans not in cannot. This is a pitiful excuse for overcharging a customer and not being able to issue a credit. This company is not truthful or transparent and has overcharged their customers time and again hoping that it will take the customer too much time to realize they have been overcharged and then they can give their standard excuse that they cannot issue credits after 90 days. I have had several neighbors cancel their service and I am sure after I visit with our HOA there will be more cancellations of service. What has American business come to when there is no longer real customer service? This company is already on the ropes per wall street and they will be bought out or go under as they have forgotten who the customer is.
Sincerely,
[redacted]