CenturyLink

I have reviewed the Revdex.com Complaint from [redacted] regarding a service agreement dispute. I reviewed the account notes and show it has been noted by one of our Executive Office Complaint Managers the early termination fee will be waived if the customer chooses to cancel their service....

We apologize for any confusion and misinformation on this issue. Sincerely,[redacted]

The following statement was on our February 10, 2015 response. Our records indicate Ms. [redacted]’s services were installed effective 9/29/2015. The notes associated with the installation order reflect the customer was quoted a monthly recurring charge of $104.99 for the plans he chose, including phone/internet and PRISM television. This price, however, did not include any additional products or services, such as the modem equipment fees, taxes or applicable surcharges billed for the services. The October 24, 2015 bill also included pro-rated charges for the partial month (September 30 to October 23) and for the full month (October 24 to November 23). [redacted] Customer Advocacy Group

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 per the notes that the ETF (Early Termination Fee) of $200 was waived. The contract provided Ms. [redacted] with...

exclusive discounts on her monthly billing for being in an agreement. Per the account notes Ms. [redacted] agreed on 06/29/16 to the $116 charge back for the discounts that were received during  four months of billing in exchange of the $200 early termination fee to be waive and let out of the current agreement.  CenturyLink apologizes for any frustration, and has closed this complaint. Sincerely, Mr. [redacted]

To whom it may concern: I have received and reviewed the complaint and found the following:   All that is required to fulfill the criteria is to go to the following link and set up you “MyAccount” and from there you can verify or initiate both the paperless billing and autopayment which will...

provide for the additional $10 monthly discount for the duration of the term commitment.   Here is that link:   [redacted]   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

08/02/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: Upon research of Ms. [redacted]’ CenturyLink account, I found the contractor completed the burial of the line on 07/28/2016 (verified by the area plant...

supervisor). CenturyLink technicians were dispatched today on 08/02/2016 to reattach a new NID (network interface device) as Ms. [redacted] had built a new porch over the old one and the previous NID needed to be removed during the work. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms. [redacted]’ 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. As this issue was already resolved, CenturyLink has closed this complaint. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

04/28/2016CenturyLink 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 Mr. [redacted] was reminded on every bill statement of the 12 month term commitment that would expire on...

07/15/2016, as shown below from a clip of the 10/19/2015 statement:Service Period: Oct 19 - Nov 18 You 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 07-15-2016 your monthly rate will change to the standard rate. Note: This discount may vary depending on the presence of AutoPay and Paperless Bill.When Mr. [redacted] disconnected his service on 11/18/2015, an early termination penalty fee was assessed to the final bill statement, as shown on a clip of the final bill statement:Account  ###-###-#### [redacted] Billing Date  Nov 18, 2015 Early termination fee due to disconnecting High-Speed Internet service before 07-15-2016 $200.00 Internet Service - Nov 18, 2015 Order Number [redacted]I had requested a review of internet issues that Mr. [redacted] reported and usage of service and below is the response:Mr. [redacted] used the service (active connections) from 7/16 - 11/17. During that 4 month time period the connection dropped 8 times. The drops were only for one to two minutes each time. Generally the connection stayed constant for weeks to months at a time with no problems. Mr. [redacted] used a total of 153 GB data during his time with us. A technician was never dispatched to assist with any issues. The repair logs are below: 7/15/2015 6:39:46 PM - Issue: NEW SERVICE - Troubleshooting Steps: SETTING NEW SERVICE7/16/2015 7:11:08 AM - Issues: internet was supposed to start yesterday - Unauthorized caller - call back to account holder - found service trained to modem - service working11/17/2015 6:09:22 PM - Issue: no internet sync - earliest dispatch is on 11/24/2015 - Mr. [redacted] unsatisfied with the dispatch date and threatens to cancel the service if CenturyLink could not send a tech out earlier than 11/24 – Agent apologized that the earliest schedule is on 11/24/2015 - Mr. [redacted] stated he will cancel the service and ended the call Upon review of the service, CenturyLink finds the early termination fee for disconnecting service before the end of the 12 month term commitment sustained as valid.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Unfortunately, before we are unable to investigate this issue for [redacted], we will need to be provided with the service address where CenturyLink services were provided, and if possible the account number and or telephone number of the account in question.  Sincerely, [redacted]

I have reviewed the reply from [redacted] regarding his billing dispute for internet and Prism TV  bundled service. I do show we could lower [redacted]'s internet bill by changing him to our price for life promotion from $65.00 to $40.00 + taxes fees and surcharges which would total around $55.00 month. The only way to lower the total monthly bill further  would require programing changes to his current Prism TV service.  I have noted the account for us to waive any early termination fees if [redacted] decides to cancel our service due to the misquoted bundle price. If [redacted] would like to keep our service and change to the price for life internet rate it can be done by me, our  live chat help option [redacted] or calling our Customer Care Department [redacted]. CenturyLink apologizes for the time and frustration this dispute has caused. Sincerely,Mr.[redacted]

1/13/16 The customers December 2015 billing statement reflects the customer was issued credits totaling $238.30. The credits took care of the customers balance. The customer would need to contact Direct TV for a final amount owed to them.[redacted]/Centurylink Manager

04/22/2016CenturyLink 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 that on 01/07/2016 Mr. [redacted] had called CenturyLink customer service about his bill increasing....

He was advised that the previous contractual promotional discount had expired on 01/06/2016 he was offered and accepted a new 24 month contractual promotional discount. CenturyLink provides a reminder on every bill statement of the contract and expiration date of the contract (this was done with each contractual promotional discount Mr. [redacted] has agreed to with Centurylink), as shown from the clip of the 02/01/2016 statement below:Service Period: Feb 1 - Feb 29 You are receiving a reduced monthly rate for your High-Speed Internet service because of your 24 month term commitment. When your current agreement expires on 01-08-2018 your monthly rate will change to the standard rate. Note: This discount may vary depending on the presence of AutoPay and Paperless Bill.As Mr. [redacted] had accepted the new contractual promotional discount and terminated service before the expiration date listed on every bill statement, CenturyLink has sustained the early termination fee. CenturyLink has closed this complaint.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I made contact with Mr. [redacted] to assure his feedback is documented and forwarded to the group in concern. I advised Mr. [redacted], the final account is at zero. **, Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because:  Century Link has failed to acknowledge, that I am no longer a customer and was not a customer when they placed the modem on my doorstep.  To save my credit rating, I have done as they demanded and mailed the modem back.  Since my initial complaint, I have received my bill dated July 19,2017 from CenturyLink.  It shows that I have a credit of $32.14.  I cancelled my account with CenturyLink on Monday July 17th.  On July 19th, their Technician showed up at my home, when nobody was home, and did whatever upgrades he did and left a modem on my doorstep.  The August bill shows a credit for $1.03 which proves that the account was closed on the 17th.  On the bill I was then charged $31.11 installation and taxes for broadband that should have never happened.  CenturyLink owes me $70.09, not $32.14.
Sincerely,
[redacted] [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 on 08/11/2017 Mr. [redacted]...

contacted CenturyLink to upgrade their speed to 12 megs. Unfortunately, there was an error on his order that changed their promotion. The rate for 12 megs on the “internet basics” program is $24.95 plus $9.99 for modem lease, $1.99 for internet cost recovery surcharge plus taxes. I have credited the difference between the billed rate and the correct rate. I also credited late payment charges on months we received partial payments from Mr. [redacted]. The total credit issued is $132.05. This adjustment is also to cover the difference on the March bill that will arrive shortly. That bill statement will still read the incorrect rate as it was issued prior to CenturyLink correcting the error. The next statement will reflect the correct rate provided above. The customer will need to speak to financial service to make a payment on the remaining balance. CenturyLink does not restrict websites. If Mr. [redacted] is having issues with his internet service, he will want to contact technical support at ###-###-####. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr. [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because: I am now fully aware of my speeds that are available for my area as of my last call to your customer relations team. I never called in to complain before because like any other person I am extremely busy working all hours. My request is more of an adjustment for the misleading/communication that I received when I called about starting services. I'm requesting a different rate $$ for my speeds a month going forward. Please.
Sincerely,
[redacted]

04/26/2016CenturyLink 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 CenturyLink had attempted to send return boxes for the CenturyLink internet and Prism service several...

times. I apologize if none of the requested return boxes were delivered.As Mr. [redacted] was able to return the leased equipment to a CenturyLink store, I have issued the remaining credit for non-returned equipment and charges, leaving Mr. [redacted]’s CenturyLink account with a zero balance (please allow up to 30 days for all collection attempts to cease).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

Complaint: [redacted]
I am rejecting this response because:I filed a complaint over a month ago "#ID [redacted]" and a Mr. [redacted] stated that his special team would contact me, all Centurylink does is state they will help you then you hear nothing for weeks and weeks, I was told when we upgraded our DSL high speed, that we needed a newer modem that would handle this speed, so as I understand it we are paying for the high speed but we can not use it because of the SLOW modem. and all Centurylink does is say they will help and no one does help.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will suffice under the follow considerations: There will be no negative impact on my credit from Century Link and I will be allowed to cancel my service with no further charges or cancellation fees. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It is beyond my understanding the basis on which Century Link justifies dropping a long distance plan to their advantage. As I stated before, it is a reasonable expectation that if it is the same phone line and same company, just moving address, that the special long distance plan remained in place. How they handled internally the change of address is not my fault, I would have never made those calls knowing the outrageous rates that they were going to charge. Extremely disappointed on how low they value their customers. 
Sincerely,
[redacted]

05/11/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings:Upon research of Ms. [redacted]’ CenturyLink account, I found that Ms. [redacted] had agreed to a new 12 month promotional discount contract on 11/12/2015 and would expire...

on 11/12/2016. Per CenturyLink term and termination (see below) the early termination fee was valid. Ms. [redacted] moved to a location that CenturyLink could not provide service.CenturyLink™ High-Speed Internet Subscriber Agreement12. Term and Termination.(b) Term Commitment and Early-Termination Charge. IF YOU ORDER SERVICE WITH A TERM COMMITMENT, YOU AGREE TO MAINTAIN THAT SERVICE FOR THE ENTIRE TERM COMMITMENT PERIOD. IF YOU TERMINATE THAT SERVICE BEFORE THE END OF THE TERM COMMITMENT PERIOD YOU WILL BE REQUIRED TO PAY THE EARLY-TERMINATION CHARGE SET FORTH IN THIS AGREEMENT, WHICH IS EQUAL TO 100% OF THE MRC MUTIPLIED BY THE NUMBER OF MONTHS REMAINING IN THE FIRST TWELVE (12) MONTHS OF THE TERM COMMITMENT PERIOD PLUS 40% OF THE MRC MUTIPLIED BY THE NUMBER OF MONTHS REMAINING IN THE TERM COMMITMENT PERIOD AFTER THE FIRST TWELVE (12) MONTHS. FOR PURPOSES OF THIS SECTION, MOVING, CHANGING YOUR INTERNET SERVICE PROVIDER, OR MAKING A CHANGE TO ANY PART OF YOUR SERVICE THAT CARRIES A TERM COMMITMENT IS CONSIDERED TERMINATION OF THE ENTIRE SERVICE. THE EARLY-TERMINATION CHARGE IS NOT A PENALTY. RATHER, IT IS AN OFFSET OR RECOVERY OF CENTURYLINK COSTS RELATED TO EARLY TERMINATION AND THE DISCOUNTS ASSOCIATED WITH YOUR TERM COMMITMENT. THE EARLY TERMINATION CHARGE WILL BE WAIVED IF (A) YOU NOTIFY CENTURYLINK WITHIN 30 DAYS OF THE DATE YOU ORDERED THE SERVICE WITH A TERM COMMITMENT THAT YOU DO NOT AGREE TO THE TERMS OF THIS AGREEMENT AND (B) CENTURYLINK HAS NOT PERFORMED AND YOU HAVE NOT USED ANY OF THAT SERVICE.However, on 05/06/2016, Ms. [redacted] spoke with an escalations agent who agreed to issue an adjustment for the early termination fee, as a courtesy for a good faith attempt to move the service while in contract. This adjustment brought the account balance to a zero balance.As this issue had already been addressed, CenturyLink has closed this complaint and apologize for any frustration the term and termination agreement may have caused.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/07/14) */
07/14/2015
CenturyLink has received a copy of the Revdex.com complaint filed by [redacted]. Below are our findings:
Upon research of Ms. [redacted] CenturyLink account, I found a new customer order for phone, features...

and unlimited long distance completed on 05/26/2015. On 06/19/2015, Ms. [redacted] contacted CenturyLink customer service to report the package was not what she had request and wanted a plan that was lower rated. The agent Ms. [redacted] spoke with offered her a reduced phone with caller id and per minute long distance plan with a 12 month promotional discount. Ms. [redacted] accepted the change and the order was placed and completed that day.
CenturyLink bills for services a month in advance. On Ms. [redacted] first bill statement 06/09/2015, she was charged for 1 month and 14 days of the higher rated package plus an activation fee of the phone. The 07/09/2015 bill statement shows bill adjustments for the dates from 06/20/2015 - 07/08/2015 for the difference in the plans pricing.
I issued a manual credit for the package difference for the 24 days (05/26/2015- 06/19/2015) the order on 06/19/2015 did not correct. The credit amount the difference in the plans total $18.66. This credit leaves the balance on the account -$56.48 as of 07/14/2015.
I apologize for any inconvenience this may have caused.
Sincerely,
[redacted]
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/07/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)