CenturyLink

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 a repair ticket was opened on December 5, 2017.  A technician was dispatched on December 8, 2017 and issue was resolved.  An out-of-service credit for $25.01 was issued and is reflected on the December 9, 2017 bill.  CenturyLink apologize for any inconvenience Mr. [redacted] has experienced.   Margaret CenturyLink Customer Advocacy

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]’s duplicate billing error...

was resolved on April 12, 201. At that time, all collections were suspended and the dispute was resolved. In regards to Mr. [redacted]’s current account, the term agreement is valid therefore CenturyLink cannot remove services at an earlier date. Inconsideration to Mr. [redacted]’s troubles, I have adjusted his current account $50. I left Mr. [redacted] a voice message with my callback information for any further questions or concerns. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. ** CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The account of note shows that the customers speed is actually at or near 114% of provisioned download and 99% up. The customer signed up and agreed to the term commitment to receive the monthly...

discount. Had the customer fulfilled the rest of the criteria, the autopayment option and the paperless billing, the customer would have received and an extra $10.00 monthly discount. If the customer is having technical difficulties then the customer should contact technical support at ###-###-#### for technical assistance. Please run this speed test prior to calling in to technical support: [redacted] This test is the only test that we actually get a trace on the network and where any potential issues may be, The customer is disputing $600.00 in the complaint; CenturyLink has no idea what this is related to as neither this service or early termination would come anywhere near that amount. Promotions with term commitments carry a prorated or flat early termination fee up to $200.00 per line so not sure where that number came from. 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

05/24/2016 I have received a copy of the Revdex.com complaint filed by [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 and the [redacted]...

tracking number. Once I have the necessary information I will be able to investigate his concerns. CenturyLink apologizes for any frustration.  Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the billing complaint from [redacted] regarding disputed charges on a closed CenturyLink account. I would be happy to investigate this issue if [redacted] can provide me with the account number I was unable to find it with the information provided. Sincerely, Mr.T[redacted]

CenturyLink appreciates the opportunity to review Mr. [redacted] account, [redacted].   Our records indicate Mr. [redacted] spoke with a representative on August 18, 2017.  New Prism promotional discounts were added to the account.  Mr. [redacted] was quoted a 24-month rate with...

contract.  A Repair Escalation Representative has reviewed Mr. [redacted] repair history for the past twelve-months.  There were no Prism repair tickets opened.   Mr. [redacted] removed his Prism service on February 26, 2018.  He was correctly billed a $240 Early Termination Fee on the March 19, 2018 bill, as he had not met his 24-month commitment.  While the charge is valid, CenturyLink has agreed to adjust half of the Early Termination Fee.  A credit for $120 was applied to the account on May 2, 2018, which should be reflected on the May 19, 2018 bill.   Margaret CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/07/08) */
07/08/2015
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 found an order to disconnect and an order to reinstall...

new service. Both orders were cancelled as CenturyLink policy is that accounts should not be disconnected and reactivated to receive promotions. Continuing the order would have causes time without service for Mr. [redacted] and additional cost for CenturyLink and the Mr. [redacted].
I apologize for any misinformation or frustration this may have caused. Mr. [redacted] is encouraged to contact CenturyLink customer service at X-XXX-XXX-XXXX for available existing customer promotions he may qualify for.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (3000, 11, 2015/07/28) */
Sorry, I didn't know the close date. I contacted Centurylink at the # provided and they could again do nothing.
Thank You
Final Business Response /* (4000, 17, 2015/09/02) */
09/02/2015
I have sent notification to the door to door agent's supervisor to coach the agents of the proper procedure for offering existing customer discounts and proper disciplinary action will occur. I understand the frustration, however, CenturyLink cannot create discounts for misquote of information.
I apologize if Mr. [redacted]'s account doesn't qualify for any existing customer promotions. However, 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, 19, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I don't have the time nor energy to care about this anymore. I'm closing my complaint.

I have reviewed the complaint from [redacted] regarding conflicting information on bundle pricing with internet and Prism TV. The customer states they were told could get internet and Prism TV for $94 perm month including tax. Unfortunately the lowest possible promotional rate for these two services would have been $99.88+ taxes,fees and surcharges. This issue has been resolved by the customer canceling the TV service and choosing to keep our internet service. All credits have been issued regarding this issue the billing complaint has been resolved. We apologize for any confusing and conflicting information given. Sincerely,[redacted]

06/01/2016 CenturyLink has received a copy of the Revdex.com complaint filed by Barb Aubert.  Below are our findings: Upon research of Ms. Aubert’s CenturyLink account, I found that Ms. Aubert made a payment online utilizing her Debit/Credit card on 03/26/2016 for the...

amount of $161.39 + $3.50 Speed pay convenience fee which had an error occur that withdrew $0.01 more than it should have. During an automatic audit the system corrected the issue by reversing/push back the overcharge back through the payment. I understand how frustrating this may seem, however once a payment is made funds can only be reversed/pushed back through a payment already made when an error on that payment has occurred. Ms. [redacted] CenturyLink account is disconnected with a zero balance and she has returned the leased equipment within the timeframe required. No new charges will be billed. I apologize for any inconvenience this may have caused.  Sincerely,*
[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

04/13/2016 CenturyLink has received a copy of the Revdex.com rebuttal filed by [redacted]. Below are our findings: My review of Mr. [redacted]’s account reflects he contacted our Customer Service center on 04/08/2016 requesting to cancel his CenturyLink services. An order was processed to facilitate the request and the services are currently cancelled. CenturyLink regrets we were not able to address his concerns and that he felt it necessary to cancel his services. CenturyLink apologizes for any inconvenience Mr. [redacted] may have experienced regarding this matter. Mrs. [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed  the Revdex.com Complaint from [redacted] regarding a disputed outstanding billing amount from a closed CenturyLink business account. I would be happy to review this closed account to see what we can do to help resolve this dispute if the customer can please provide me...

the CenturyLink account number I was unable to find it with the information provided. Sincerely,[redacted]

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.   An order has been issued to add the missing $10 Auto Pay discount, which is currently not on her account.  An adjustment for the missing discount for two months (January and February) has been applied to the account.  In addition, a credit for the January Late Payment charge was also issued.  A credit for $27 was issued on February 20, 2017.  The credit should be reflected on the March 17, 2017 bill, as the February bill has already been generated.   CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   [redacted] CenturyLink Customer Advocacy

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer was on a promotion that expired or no longer applied when the bill went up to the normal rack rate for the product/services the customer has. The bill was...

correct. The Disconnection date was made effective the beginning of august regardless of the actual disconnection date and as a result the vast majority of those charges were negated and the customer was not charged an early termination fee. As a result of backdating the final bill, the customer is actually getting a refund of $33.77. No further adjustments are warranted. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.   Sincerely,   [redacted]

10/05/2016 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 Ms. [redacted] had 2 promotional discounts, a package term 12 month offer that expired on 01/28/2016...

and a 12 month loyalty promotion that expired on 03/31/2016. CenturyLink can only apply a loyalty promotion once every 24 months. This means that a year has to pass without a loyalty promotion in order to receive a new one. Package promotional discounts may be added yearly (depending upon available offers). Ms. [redacted] had called in 01/2016 to inquire about new promotional discount and she was offered a new 12 month term promotional discount of $34.05 off the standard internet rate of $74.00 (before taxes, fees and surcharges). Ms. [redacted] still had 3 months of the loyalty promotion till it expired.  On 05/05/2016, Ms. [redacted] had called CenturyLink about the rate difference. The agent advised Ms. [redacted] of the loyalty promotion expiring and offered a credit of $20.00 which applied on the 06/2016 statement. On 07/07/2016, Ms. [redacted] was advised that the loyalty promotion could not be added until the 12 month pass and was offered a $50.00 bill credit as compensation for the misunderstanding of the loyalty promotions restrictions. On 08/03/2016, Ms. [redacted] contacted CenturyLink and was advised the same information about the loyalty policy and was offered a $25.00 bill credit. Ms. [redacted] escalated the called. Ms. [redacted] was again advised that the loyalty promotion could not be added until the 12 month pass and offered to waive the early termination fee if she wanted to disconnect due to the misunderstanding of the loyalty promotions restrictions. Ms. [redacted] hung up without responding. On 09/06/2016, an agent issued a credit for the missing bill credits totaling $79.18 ($50.00 + $25.00 bill credits + $4.18 taxes - $79.18) and on 09/08/2016 an agent issued a $7.00 late fee credit. To this date Ms. [redacted] has received a total of $106.18 of manual credits in regards to being advised multiple times of the loyalty promotions restrictions. CenturyLink has more than compensated the misunderstanding of the loyalty promotions restrictions and has found no additional credit to be warranted. CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/10/22) */
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,
Mr. [redacted] was given incorrect information on a recent call to customer service for a previous billed rate. I advised Mr. [redacted], CenturyLink could not go back further than 3 months for his current promotional rate. Inconsideration to the incorrect information Mr. [redacted] was provided. I agreed to a one time goodwill credit for the amount of $100. Mr. [redacted] accepted the offer and is satisfied that issue has now been resolved. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted].
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I do not agree that I could not be fully reimbursed for the overcharged amount by CenturyLink, I do understand they have corporate policies in place to protect themselves from this type of situation.

Complaint: [redacted]
I am rejecting this response because:I did call Direct TV and they were NOT paid by Century Link. Therefore I paid Century Link for services they did NOT provide!
Sincerely,
[redacted]

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]’s billing did increase due to...

some changes that took place with his service. Mr. [redacted] has since spoke with our customer service and now is he on the correct monthly promotional rate. I have processed an adjustment for $60.00 in consideration to the rate increase for the past 2 months. I apologize for any inconvenience CenturyLink may have cause Mr. [redacted]. ** CenturyLink Customer Advocacy Group

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.    An adjustment for $167.74 was applied to the account on April 9, 2018.  The account currently reflects a zero-balance due.  An email has been sent to our collections agency, requesting the removal of all collection activity and reporting.  CenturyLink regrets any inconvenience Ms. [redacted] has experienced.   Margaret CenturyLink Customer Advocacy

Initial Business Response /* (1000, 5, 2015/10/06) */
CenturyLink appreciates the opportunity to review Mr. [redacted]'s account, XXX XXX-XXXX XXX. Our records indicate Mr. [redacted]'s account was disconnected on December 16, 2014. A return label packet was shipped to Mr. [redacted] on December 17, 2014. ...

Customers have thirty days to return leased equipment or they will be charged the purchase price of the modem. No modem was received and the account was correctly billed for the modem on February 17, 2015.
The modem was received on April 2, 2015, well past the thirty day return period. Mr. [redacted] spoke with a representative on September 12, 2015. A credit for $109.49 was applied to the account. The account currently reflects a zero balance due.
[redacted]
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 7, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

CenturyLink appreciates [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, This issue has already been escalated to the...

Department of Justice. [redacted] has already received a response for all concerns through the DOJ process. DOJ Response, In review of the customer’s account and billing, I do see that we offered the customer a new internet promotion.  However, notations do not indicate what pricing was offered, nor do notations mention that CenturyLink’s @Ease service was discussed.  In review of the customer’s April 8th, 2016 statement, I do see that the customer received the price for internet that he feels he was quoted, $19.95 plus fees and surcharges.    As additional details to this scenario, the customer was required to enroll in both paperless billing and automatic payments to retain this promotional price.  Without both of these requirements being met, the customer’s discounts would be reduced by $10.00 per month.  What I find is that the customer was enrolled in paperless billing, and was enrolled in automatic payments prior to the new promotional rate being added.  The customer’s automatic payment for his March 8th, 2016 statement was declined, and automatic payments were subsequently removed from the customer’s account.  This caused the customer’s March 2016 balance ($55.99) to forward to his April 2016 statement ($27.57 new charges, total amount due of $83.56).  This also caused an internet late payment charge of $7.00.   Because the customer was not on automatic payments, the customer’s promotional rate was reduced by $10.00 per month, and his monthly charges were $38.93 ($29.95 for internet charges, $4.99 CenturyLink @Ease and $3.99 internet cost recovery fee).  All charges were billed correctly.  With this information being said, the early termination fee was also assessed correctly as well.  Credits are not due at this time.   Thanks Ms. [redacted],   [redacted] CenturyLink Customer Advocacy Group