CenturyLink

I have received a copy of the Revdex.com complaint filed by Ms. [redacted], regarding a billing dispute. After investigation of Ms. [redacted]'s account it has been found that on 01/24/18 a call was made to cancel services and at this time the account was is s suspended status for the...

bill. A disconnect order was not placed at this time. At this time we have disconnected the customers services as of today 03/09/18 and back dated the billing back to 01/24/18. Which will remove any billings from 01/24/18 forward. A shipping label has been generated and is being sent to the customers address. CenturyLink apologizes for the frustration. For additional questions or concerns please contact our team directly at ###-###-####. CenturyLink has closed this complaint. 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 finally fixed after 15 years of waiting.  However CenturyLink needs to work on their business practices which some may characterize as mis-representation.I also find it 'interesting' CenturyLink was more responsive when I resorted to using the Revdex.com (a first for me), instead of listening in the first place on what the problem truely is.  Their practice of blaming the problem on the customer first is still disturbing. They are welcome to contact me in person if they wish to learn from their mistakes.
Sincerely,
[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding poor internet speed without resolution. I have requested our Internet Escalations Team to contact and further assist our customer with the ongoing internet issues they are our highest level of Tech support. I also did check...

the customer's address showing the customer can upgrade up to 100 mbps with many speed options in between. The customer also requested a free upgrade with a one year discounted rate due to the ongoing problems. I recommend the customer speak to our Disconnect/Retention Department to see if any such request may be available to them [redacted]. We certainly understand the customer's frustration with poor internet service our Escalations Support Team will be in touch within 1-2 business days to help. Sincerely,Mr.[redacted]

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. The process of power cycling the...

CenturyLink equipment off and then on would not interfere with the customers TV even if the TV became inoperable at the same time this occurred. Unfortunately, all electronics can just go “bad”, especially TV’s. The customer should check with the manufacture as there is usually a power light blink sequence that comes on when the power button is pushed but the TV has stopped working. This has been investigated and the findings of the claims department that went to the customers home found no responsibility on the part of the CenturyLink technician. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced but will not be replacing the customers TV.   Sincerely,   Steve S[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]

Complaint: [redacted]
I am rejecting this response because:  I was told, by the sales agent, that I could terminate at any time free of charge.  I was lied to.  Also, my bill has repeatedly been incorrect, in century links favor, multiple times.  I want all my services terminated free of charge.
Sincerely,
[redacted]

Mr. [redacted] has been advised, the complaint in concern is being handled through the AG process. Any further concerns regarding this complaint will need to be reviewed through the AG process. ** CenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   Regardless of what was initially discussed as mentioned in the reply, only that which is valid and offered at the time the services are set up can be honored.   Even if misquoted at the time of initialization it is the customer’s responsibility to let us know in the first thirty days so they can cancel and not be obligated to keep the services.   Centurylink apologizes for information that may have lead the customer to think otherwise but this cannot be changed to reflect misquoted amounts or a misunderstanding regarding the expected monthly reoccurring charges.   Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

02/11/2016CenturyLink 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 this issue had already been resolved.On 01/04/2016, an order was placed to remove the leased equipment. This...

change reflects on the 01/19/2016 statement.On 01/18/2016, a request for adjustment in the amount of $57.78 was placed.On 01/22/2016, the adjustment in the amount of $57.78 was applied to Mr. [redacted]’s CenturyLink account.As this issue had already been resolved, CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/07/15) */
CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account, XXX XXX-XXXX XXX. 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.
Per Mr. [redacted]'s Revdex.com complaint, he claims he was quoted a three-year rate of $179 per month before taxes. Unfortunately, with the products and services currently on his account, we are unable to bill at that rate for three years. Mr. [redacted] has spoken with several representatives since the service was installed on March 3, 2015 and additional promotional discounts have been added. The July 4, 2015 bill reflects his month cost is $150.99 before taxes, fees, and surcharges. However, several of the discounts on the account are for a limited time. Thus, his monthly cost will increase as the discounts expire.
In an effort to satisfy, an adjustment for one month of service has been applied to his account. A credit for July charges, $201.71, was issued on July 14, 2015. In addition, if Mr. [redacted] decides to find a new provider for his service and disconnects his CenturyLink services, I will issue a credit for all Early Termination Charges that might be applied to his account. This offer is valid until August 14, 2015.
Mr. [redacted] is a valued customer and I regret we failed to treat him in this manner. CenturyLink regrets any inconvenience Mr. [redacted] has experienced.
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 4, 2015/08/06) */
CenturyLink has reviewed Ms. [redacted] account and as a courtesy have waived the early termination fees on her account. I have removed the balance on her account, which is now $0.00.
We apologize for any inconvenience or...

frustration.
Sincerely,
[redacted]
CenturyLink Cusotmer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

05/09/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:Upon research of Mr. [redacted]’s CenturyLink accounts, I found the following:Account number [redacted]:The final bill charges consist of entity balances of...

[redacted] $88.36 for the timeframe of 06/09/2015 - 07/08/2015 and CenturyLink internet service of $0.74 for the timeframe of 06/25/2015 – 06/30/2015 (after promotional discounts and reversal of service not used but billed by CenturyLink as CenturyLink bills a month in advance) totaling a balance due of $89.10. The last payment Mr. [redacted] made to this account was on 06/18/2015 in the amount of $108.44 for the 05/25/2015 statement (included CenturyLink internet, lease equipment, taxes, fees and surcharges $36.04 from 05/25/2015 - 06/24/2015 and [redacted] service$72.46 05/09/2015 – 06/08/2015 total $108.50 - $0.06 balance forward for an over payment the previous statement totaled the amount due of $108.44). This account was disconnected on 06/29/2015 per the request Mr. [redacted] made on 06/29/2015.Account number [redacted]The new install order was placed on 06/12/2015 and was completed on 07/13/2015 with a shipped lease modem router that was delivered on 06/24/2015 (verified by UPS tracking number [redacted]). On 07/20/2015, Mr. [redacted] called CenturyLink and advised that the new service order was not supposed to be completed. An order was placed to disconnect the service as of the same day and a return label for the leased equipment was sent. CenturyLink has adjusted all the charges associated with account number [redacted] and has requested a removal of any/all credit reporting (allow up to 30 days) and also has placed a cease to all collections (allow up to 24 to 48 hours) for account number [redacted].CenturyLink has sustained the balance of $89.10 on account number [redacted] as valid for the entity balances of [redacted] $88.36 for the timeframe of 06/09/2015 - 07/08/2015 and CenturyLink internet service of $0.74 for the timeframe of 06/25/2015 – 06/30/2015 and finds no credit adjustment being warranted for account number [redacted].CenturyLink 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. Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/11/04) */
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] was given full adjustment for the charges in dispute. I made contact with Ms. [redacted] today to verify all concerns are now resolved. I apologize for any inconvenience CenturyLink May have cause Ms. [redacted].
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (3000, 6, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do appreciate the call from ** but have not received my entire refund. I will not be fully satisfied until I receive the remainder of the balance they owe me.
It would also be nice to know that the sales rep who was quite nasty ([redacted] ID ABXXXXX) was reprimanded and given some training.
Thank you.
Final Business Response /* (4000, 11, 2015/11/17) */
Ms. [redacted] was given the adjustment of $149.75 on October 20, 2015. A check in the amount of $56.38 was mailed out to Ms. [redacted] on November 11, 2015. The amount mailed to Ms. [redacted] was the offsetting difference of the previous owed balance and the processed adjustment.
**
Customer Advocacy Group
Final Consumer Response /* (2000, 13, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the check

Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: As I stated in my original complaint, my cancellation was due to many service outages over the past "contract " period. If Century Link truly was interested in settling my complaint fairly they would have reviewed my entire service/repair records over that period. They would have found many similar outages with the same problem each time. My previous company (this account) was with Century Link before it was [redacted], I have been a loyal customer and paid my bill religiously during that time. THEY (the new owner of this account) DID NOT LEAVE CENTURY LINK FOR ANY OTHER REASON BUT SERVICE! These outages were disruptive and cost them business and customer frustration. If you feel that I should pay 1000 or 400 plus dollars penalty because they left Century Link due to service issues (by your own account), well that is truly wrong! I should not have to pay a penalty because I supposedly signed an agreement which allowed me no out regardless of service. I no longer own this company (as of 1/1/2015) and should not be held hostage to stay an unsatisfied customer by a contract which apparently has no customer protection when service is an issue. That I can tell you was never disclosed,
Sincerely,
[redacted]

10/12/2016 CenturyLink has reviewed our previous responses to Mr. [redacted]’s issue. After careful consideration, we find our original investigation and response to be valid.  CenturyLink has closed this complaint.  Sincerely, [redacted]

05/30/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] and [redacted].  Below are our findings: Upon research of Mr. and Mrs. [redacted]’s CenturyLink account, I found that the early termination fee had already been adjusted on both accounts....

On 5/2/2016, account number [redacted] was issued a credit in the amount of $220.32 and account number [redacted] was issued a credit in the amount of $227.27. Both account’s revised final bill statements dated on 05/22/2016 reflect a zero balance. As this issue had already been resolved, CenturyLink has closed this complaint. Sincerely, 
[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/07/31) */
CenturyLink has reviewed the complaint in question responds with the following:
Since Ms. [redacted] ended up not being at a CenturyLink serviced address, CenturyLink will assume the [redacted] early cancellation fee charge. This is standard...

procedure for these types of situations and we apologize that the agents she spoke did not inform her of such. We are having all agents that did not correctly provide this information coached.
Ms. [redacted] will need to call and have [redacted] services disconnected before we can assume the fee. Please contact [redacted] @ X-XXX-XXX-XXXX.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your attention to this matter.

Complaint: [redacted]
I am rejecting this response because: I still have not received my credit on the installation charge of the 19. 95 plus tax on my second line. I would like to see this credit applied. I did not at any time sigNn a contract that locked me in or where I would be charged an early termination fee. I do not want to cancel my service at this time.
Sincerely,
[redacted]

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding his billing dispute.  I have reviewed his account and found the following: CenturyLink regrets any frustration experienced by Mr. [redacted] regarding his billing dispute. The...

first bill includes charges for the first full month of service billed in advance, prorated charges for basic service from the date of installation to bill date, and one-time charges for service activation or equipment purchases. The first bill is higher than the average monthly bill. In reviewing Mr. [redacted] bill statement, the quote was accurate and did not include taxes fees or surcharges. CenturyLink and [redacted] are two separate companies each with their own terms and conditions of service. Because we are independent companies, CenturyLink is only able to address concerns Mr. [redacted] has with his CenturyLink billing. [redacted] sent a confirmation letter in advance of the installation and the installing technician reviews the 2 year agreement. The fees in question are assessed by [redacted], not CenturyLink. Mr. [redacted] will need to contact [redacted] regarding his dispute. Mr. [redacted] can contact [redacted] at [redacted] or in writing at the following address:                [redacted]                [redacted]
               [redacted]
               [redacted] Sincerely, Ms. [redacted] CenturyLink Customer Advocacy

I have reviewed the complaint from [redacted] regarding a disputed early termination fee. I confirmed we only have 3 mbps internet speed available at [redacted] new address which we understand doesn't meet the needs of every customer. I have adjusted the balance off the account it now has a zero balance....

CenturyLink apologies for not having faster speeds available in the area hopefully that will change in the future. Sincerely,Mr.T[redacted]