CenturyLink

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] feels she 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.   Ms. [redacted]’s account was established on December 18, 2015 on a twelve-month promotion that included the presence of Auto Pay and Paperless billing to get the maximum discount.  Paperless billing was added on June 3, 2016.   Currently, the account is receiving a $29.05 monthly discount and a $10 promotional discount, which was added on March 8, 2016.  As reflected on the June 22, 2016 bill, the monthly cost is $34.95 ($74-$10-$29.05) before taxes, surcharges, and fees (modem).  The monthly rate will increase as the promotional discounts expire.   Ms. [redacted] has received credit from representatives on March 8 and May 2, 2016, in an effort to satisfy.  A credit for $38.97 and $25 was applied on March 8 and a credit for $35 was applied on May 2, 2016.  Ms. [redacted]’s monthly cost has fluctuated, as she has been carrying a balance due balance on four of the seven bills that have been generated.   Due to the past due balance, she has been correctly billed a Late Payment Charges.  In addition, her account has been suspended for non-payment on two occasions (March 8th and April 28th) and she was correctly billed one $25 Restoral Charge.   [redacted] CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/07/08) */
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 of the early termination fee dispute and making contact with Mr. [redacted], I have agreed to adjust a total of $160.41 of the early termination fee in dispute. I have advised Mr. [redacted], final billing for his Centurylink account is now resolved. Mr. [redacted] is satisfied with resolution and agreed to close complaint.
**
Initial Consumer Rebuttal /* (2000, 6, 2015/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for taking the time to notify us about the unsatisfactory customer service experience that you recently encountered. That's not how we do business and I certainly don't enjoy hearing the treatment you received. Please accept our apologies for not meeting your expectations. Sincerely, Mr....

C[redacted]

Initial Business Response /* (1000, 8, 2015/09/25) */
9/25/15 Centurylink has reviewed the customers account regarding the charges they were billed on their initial bill. Customers are billed for service from the date the service order is completed to the bill date. The customer is then billed in...

advance. The prorated charges and any one time charges should be disclosed to the customer. The customer was issued credit of $15 for the activation fee on 9/1/15 and a $5.80 out of service credit. The account was also issued a $10 credit on 9/10/15. The account was issued an additional $30 due to the billing problems. Centurylink apologizes for the poor custtomer service received regarding this matter.
[redacted]/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 10, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I am disappointed that I needed to resort to a Revdex.com complaint to obtain any kind of resolution, I appreciate that Century Link ultimately did what was right.

Complaint: [redacted]
I am rejecting this response because:
The time and money that that I spent being disconnected and transferred for several months needs to be reimbursed. You left me without phone service and  ruined my credit I am sure.
Sincerely,
[redacted]

As advised in our last response, [redacted] Wireless billing is no longer combined. [redacted]  will need to review her concerns with the [redacted] Wireless treasury department. In regards to [redacted]'s billing concerns, Service was disconnected and credit back to December 27, 2016. Please see below, no further credits will be given.                                         ...⇄  SERVICE ADDITIONS & CHANGES                                    �...⇄   QUAN-                                     �...⇄   TITY  DESCRIPTION                   CODE      ITEM RATE         AMOUNT      DEC 27, 2016 ORDER NUMBER [redacted]                                   ...⇄   REMOVE SERVICE                                    �...⇄   [redacted]                                   ...⇄     1   INTERNET                      [redacted]       44.00                         1   INTERNET COST RECOVERY FEE    [redacted]        3.99                                   CREDIT FOR SERVICE PREVIOUSLY                                               BILLED FROM DEC 27                                       ...⇄               TO MAR 07                                       ...⇄ 110.38C                                            ...⇄ SUBTOTAL     110.38C     TOTAL SERVICE ADDITIONS AND CHANGES                             110.38C           TOTAL CENTURYLINK SERVICE(S)                                110.38C   ** CenturyLink Customer Advocacy Group

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 have requested a return label to be sent out;...

Ms. [redacted] should receive the label within the next 14 days. I have advised our Credit and Financial Service Department to suspend collections for the next 30 days pending the modem is returned. I apologize for any inconvenience CenturyLink may have cause Ms. [redacted].   ** CenturyLink Customer Advocacy Group

06/28/2016 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 the service began of 01/28/2016 with the following service and...

pricing:________________________________________________________________________...⇄ Internet $49.00 - $19.05 High-Speed Internet with AutoPay & Paperless Bill Term Commitment = $29.95 (before taxes, fees and surcharges) + Advanced Modem Lease 9.99  OR Internet $49.00 - $9.05 High-Speed Internet without AutoPay & Paperless Bill Term Commitment = $39.95 (before taxes, fees and surcharges) + Advanced Modem Lease 9.99___________________________________________________________________________�...⇄  As CenturyLink bills a month in advance, Ms. [redacted]’s first bill statement included charges for the full promotional rate of internet (all first bill statement include the full promotion to allow time for customers to add autopay and paperless billing) and lease of the modem from 01/28/2016 to 01/31/2016 prorated charges, 02/01/2016 to 02/28/2016 month in advance for the full promotional rate of internet and lease of the modem, internet activation fee, shipping fee for the modem, taxes, fees and surcharges. On 02/02/2016, Ms. [redacted] increased the speed of her internet with a similar offer:__________________________________________________________________________...⇄ Internet $64.00 - $34.05 High-Speed Internet with AutoPay & Paperless Bill Term Commitment = $29.95 (before taxes, fees and surcharges) + Advanced Modem Lease 9.99  OR Internet $64.00 - $24.05 High-Speed Internet without AutoPay & Paperless Bill Term Commitment = $39.95 (before taxes, fees and surcharges) + Advanced Modem Lease 9.99___________________________________________________________________________�...⇄  Ms. [redacted] did not register for CenturyLink’s autopay until 04/2016 and didn’t register for paperless billing at all defaulting her to monthly promotional fee listed above ($39.95 + 9.99 Advanced Modem Lease (before taxes, fees and surcharges). Ms. [redacted] also did not pay her bill statements in full resulting for the first 3 bill statements resulting in late fees. On 05/17/2016, Ms. [redacted] requested to disconnect her service. An order was placed with a due date of 05/18/2016 and she was advised of the term commitment early termination fee for canceling service before the term expiration date of 01/28/2017, as stated on every bill statement:______________________________________________________________________...⇄ are receiving a reduced monthly rate for your High-Speed Internet service because of your 12 month term commitment. When your current agreement expires on 01-28-2017 your monthly rate will change to the standard rate. Note: This discount may vary depending on the presence of AutoPay and Paperless Bill. ___________________________________________________________________________ Ms. [redacted] requested new service that was activated on 05/24/2016 with the same offer as before:_________________________________________________________________________...⇄ Internet $64.00 - $34.05 High-Speed Internet with AutoPay & Paperless Bill Term Commitment = $29.95 (before taxes, fees and surcharges) + Advanced Modem Lease 9.99  OR Internet $64.00 - $24.05 High-Speed Internet without AutoPay & Paperless Bill Term Commitment = $39.95 (before taxes, fees and surcharges) + Advanced Modem Lease 9.99___________________________________________________________________________�...⇄  As of 06/24/2016, CenturyLink customer service had issued an adjustment of $200.00 (total early termination fee) to Ms. [redacted]’s first CenturyLink account. This adjustment was issued due Ms. [redacted] agreeing to new service with a new 12 month term commitment. I found no billing errors on either account. CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com Complaint from [redacted] regarding an early termination charge. I have reviewed the closed account and show this charge was adjusted on 8/30/16 this issue has been resolved. We apologize for the time the customer had to spend to get this billing dispute...

resolved we certainly understand their frustration.Sincerely,Mr[redacted]

Final Consumer Response /* (2000, 6, 2015/12/14) */
Please cancel complaint
Was resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and in the meantime we worked out a compromise with [redacted]. 
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. The Name, the address and phones listed in the complaint did...

not return any account information. If the customer would still like CenturyLink to assist with this complaint, please have the customer reply via the Revdex.com or contact the executive office Manager handling this complaint at any of the means listed below. 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]

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

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

Initial Business Response /* (1000, 5, 2015/07/21) */
7/21/15 Centurylink has reviewed the customers account regarding the rate the customers was offered for their internet service. They have also stated their first billing did not reflect a $50 credit they were offered and had questions regarding...

the $100 Visa gift card.
The customers first billing reflected a internet rate of $34.95 after the $39.05 discount was applied. The bill also shows the charges for a modem purchase. The customer called in oh 6/23/15 regarding their charges. At that time it was discovered the customer was receiving two different bills one for the internet and one for their Direct TV billing. The account of 612-HXX-XXXX was disconnected. On June 29, 2015 the customers account was issued a credit of $100 on 6/25/15 due to the misinformation they were given. The customer was also given a tracking number for the Visa gift card. The customers July bill did reflected the $50 bill credit. The customer contacted the business office on 7/15/15 stating they were told they would be receiving an additional $10 off when they called in June. An order was issued on that same day to add the $10 discount. The discount will be reflected on the customers August bill. An additional $16.54(includes taxes) credit was issued to the account for the July charges. The credit will be reflected on the customers August bill. Centurylink apologies for the poor customer service received regarding this matter.
[redacted]/Centurylink Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A new bill was issued by Century Link due on July 31st. This bill was also not correct. However, we worked with someone at Century Link to correct it and the bills moving forward. I would like to wait until I see the bill due August 31st before I say I am completely satisfied because all problems were not corrected in the July bill.
Final Consumer Response /* (2000, 11, 2015/08/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the latest bill from Century link and it does match what we agreed upon. The only outstanding issue is the $50 Visa Card which I anticipate Century Link will honor as promised.
Final Business Response /* (4000, 20, 2015/10/06) */
10/6/15: Centurylink has reviewed the customers account regarding the rate being billed for the internet service. The customer stated they were offered the $29.95 rate for 24 months. The customers September bill reflects the internet rate after the discounts of $34.95 instead of $29.95. The account was issued a $95 which is for the $5 difference for the remaining nineteen months. If the customer pays $5 less a month on the bill the credit will be used up in nineteen months. The credit will be reflected on the customers October billing.
[redacted]/Centurylink Manager

Complaint: [redacted]
I am rejecting this response because:  Century link failed to mentioned I had already called the prior year and was told that I had 1 year of the current rate. That was in August 2016, naturally, that would take me to August 2017.   I asked for the same plan this year. It was denied and I was told it was not available.  The same plan I have been on  for numerous years. Just this week, I have found out one of my friends is currently on this ~24.00 plan. I have asked her to save her bill next time.  Century link has not been truthful, and has with held some key timeline information.  Also, Century link charging practices should be a concern and reviewed. Century link is fully aware of their unfair pricing practices for this limited service area of [redacted] NM yet they continue to charge the same as they would where their services are available.  Knowing this, having a plan for customers who have limited service makes sense and not charging for something they are not delivering; high speed internet like they advertise. I am very disappointed in the response below. It is incentive and is without merit.
Sincerely,
[redacted]

CenturyLink appreciates Ms. [redacted] giving us the opportunity to review our handling of her accounts, [redacted] and [redacted].  I would like to apologize for the less than exemplary service that Ms. [redacted] feels she 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 September 27, 2016 to move service to her new address.  As reflected on the September 10, 2016 bill, she was receiving a $32 promotional discount and was in month ten of twelve.  The representative issued the order to move her service as is.  Our records do not indicate Ms. [redacted] was promised a new twelve-month promotional discount.  Nor, was the existing discount recapped during the order process.  CenturyLink apologizes her current promotion was not clear explained.   As reflected on the monthly bill, Ms. [redacted]’s promotion expired in November 2016.  Thus, the December 10, 2016 bill was higher than it had been in previous months.  On December 28, 2016, Ms. [redacted] spoke with a representative and a new promotion was added to the account.  Ms. [redacted] later decided to cancel her service.  A disconnect order was issued and completed on the January 9, 2017.  In an effort to satisfy, the Early Termination Fee was waived, as it had just been added to the account.   [redacted] CenturyLink Customer Advocacy

09/02/2016 CenturyLink has reviewed our previous responses to Mr. [redacted]’s issue. As shown from the first response, the clips of the bill statements that Mr. [redacted] receives each month, clearly reflects the last contractual promotional pricing expiration timeframe was on month 35 of 36 before the bill cycle before the upgrade and the beginning of the new current (active) contractual promotional discount:______________________________________________________________________ 04/22/2016$10 Promo Unlimited Business Voice Month 34 of 36 Core Connect Unlimited LD  10.00 -10.00 Subtotal -$10.00 ______________________________________________________ 05/22/2016$10 Promo Unlimited Business Voice Month 35 of 36 Broadband Bus 3M/640K  -10.00 Subtotal -$10.00______________________________________________________ 05/22/2016$10 Promo Unlimited Business Voice Month 35 of 36 Broadband Bus 3M/640K  -10.00 Subtotal -$10.00______________________________________________________ 07/01/2016CenturyLink Business Bundle AutoPay Paperless Bill Core Connect Unlimited LD  15.00 -15.00 Subtotal -$15.00 ______________________________________________________  On 06/15/2016, Mr. [redacted] interned into a new 24 month contract for new packages with an upgraded speed (the speed would not have been able to be upgraded without a new current package). I have provided a clip from each bill statement of the reminder of the new contractual obligation, expiration date and penalty if the service is removed before the expiration date (again this is on every bill statement as a reminder of the new contractual timeframe): ________________________________________________________________________________...⇄ you for being a valued Unlimited Business Voice customer. You have entered into an agreement to maintain this service until 06-10-2018. If you remove this service before that date, your bill will be assessed an early termination fee up to $200 per line.  Thank you for being a valued Core Connect customer. You have entered into an agreement to maintain this service until 06-10-2018. If you remove this service before that date, your bill will be assessed an early termination fee up to $400 per line.  Thank you for being a valued Unlimited Business Voice customer. You have entered into an agreement to maintain this service until 06-16-2018. If you remove this service before that date, your bill will be assessed an early termination fee up to $300 per line.  You are currently receiving a discount on your CenturyLink bundled services for remaining with CenturyLink. Discounts are given one month in advance. Your bill may include a partial month and a month in advance of billing. Product changes may result in a charge for unused discounts previously given.  ________________________________________________________________________________...⇄ 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

CenturyLink appreciates Mrs. [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 Mrs. [redacted] has had multiple repair...

tickets over the past year. She states that when there is rain or harsh weather the service cuts out. CenturyLink sent a technician to their home on 03/19/2018. He attempted to reach the customer and states the call was disconnected on multiple occasions. The technician located a damaged pedestal and he repaired it. He was unable to go beyond that area due to not being able to speak to the customer. If the repairs the technician made does not correct the issue, please reach out to CenturyLink to further investigate. Due to the service issues Mrs. [redacted] has experienced, I have issued a credit $83.04 for the most current billing statement. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mrs. [redacted].[redacted]CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Ms. [redacted], regarding a service dispute. After investigation of Ms. [redacted]'s account it has been found that our systems are showing that the internet is trained at 100% and has been authenticated a 100% for...

the last 20 days. Our records indicate that this account has been compensated $158.47 for the troubles encountered for the temporary exhaust that our records shows has been resolved. CenturyLink apologizes for the frustration encountered. Sincerely, Mr. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. The bills in question did not make it to my mailbox so I did not see them. However, there is nothing I can do about it. My bill was not late as I managed to find a 3rd party bill payment location in time. I still feel a bit shafted but what am I to do. Just one guy. It seems now days no matter what you do, you have to pay extra to pay your bills. Consider this complaint closed and resolved.
Sincerely,
[redacted]