CenturyLink

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following:   According to internal records the customer is operating on a pair bonded technology that is priced different than what was offered initially.   On October...

5th, 2016 the customer engaged a CenturyLink consultant who recognized this and made the necessary corrections and added an additional discount to bring the monthly pricing in line with the customers’ expectations.   Adjustments totaling $45.95 have already issued to address the difference and the rest automatically came off the promotional offset that prorated back.   The customer was temporarily taken off of the paperless billing and will need to reenlist to keep the promotional pricing on the account; all of which has been explained to the customer.   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

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 customer will need to call in...

and request disconnection of service due to the internal systems still showing usage as of December (can’t see January) and the need to validate this is the person that is authorized to disconnect service (the account holder). There isn’t any term commitment on the account any longer and the customer can request that the disconnection date be the last bill date in December. I have noted the account accordingly.   CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve S[redacted]

Complaint: [redacted]
I am rejecting this response because: I was promised a rate of $54 per month and my rate on my bill was 3 times the rate promised. I am not working and expected the promised rate. I waited for my first bill and cancelled after I received it. I specifically told the rep I would not sign up for any contracted rate at that time until I viewed by first bill to make sure it was accurate. Cable companies tennd to relay improper information
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  It is not valid.  I would like to hear all "recorded" calls that were made involving this situation.  They are missing the entire point.  A sales rep contacted me, prior to this and claimed that they would be "removing" all unnecessary items off of my bill.  I informed them that would be good, but DID NOT WANT A CONTRACT.  The very next bill was reduced, but came with a "bundle" and two year contract.  That is when I called to cancel service.  They keep referencing the fact that I cancelled early.  But I NEVER wanted the contract to begin with.  So once again, I want to hear the phone conversation that verifies I wanted the bundle to begin with.  I would also like to know why I have received absolutely no correspondence from Century Link since the day I called to cancel, and was told the bill was "waived".  The only time I received anything about this was from a collection agency on February 13th.  Nothing from Century Link.  NO late notice, no overdue balance, NOTHING!!!  No news is good news, I assumed the situation was resolved.  Just crappy service that VALIDATES the reason people are leaving their company.
[redacted]

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account,[redacted]-[redacted]-[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. An Escalations Representative spoke with Mr. [redacted] on April 19, 2016 regarding the possible misquote.  The representative offered to add a manual discount and to credit for $104.23, in an effort to satisfy.  Mr. [redacted] accepted the offer.  The credit should be reflected on the April 22, 2016 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. [redacted] CenturyLink Customer Advocacy

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. Prior to this reply, the customer...

also submitted the same complaint via the executive office. On January 19th, the case manager handling that complaint emailed the customer and indicated that after reviewing the call that he would adjust any of the charges resulting in the delay in terminating the service. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   Steve Schwartz

I have reviewed the Revdex.com Complaint from [redacted] regarding having slower internet speed available than when he placed the order. The customer currently has 10 mbps internet speed when he said he ordered 20 mbps which is not currently available at the customers address. We...

apologize for the conflicting information as terminals reach capacity the available speeds will change over time. The promotional pricing is the same for  3 mbps up to 20 mbps depending on what is available at the specific address the customer has been advised of this based on the account notes. I will note the account for us to waive the early termination fee if the customers chooses to seek a provider that can offer the faster speeds the customer thought they would get with us. CenturyLink would like to apologize for the conflicting information we understand how frustrating that would be. Sincerely,Mr.[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer is aware of the reasons for flagging the account. This has been explained to the customer prior tp the complaint and prior to this reply. The large balance carried forward was due to...

two payments made in August that were applied to the account but returned to CenturyLink. When this happens the account is debited back for these charges and any late fees or penalties are added accordingly. Additionally, the customer received a replacement modem and was to have returned the defective modem and this did not happen in the required amount of time or thirty days. When CenturyLink equipment is not returned it is converted to a purchase and the customer is billed for it. This was applied to the April 2016 bill and is listed as unreturned HIS equipment for $99.99. 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

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 Escalation Representative has been in contact with Ms. [redacted].  Unfortunately, we are unable to bill at the rate quoted.  The representative explained the current bill and issued a credit for $85.  Ms. [redacted] accepted the resolution.  Ms. [redacted] is a valued customer and I apologize she was not treated in this manner.  CenturyLink regrets any inconvenience Ms. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy

I have reviewed the billing complaint from [redacted] regarding overcharges that occurred when we combined her two internet accounts. I reviewed the notes showing most of the overcharges have been adjusted since the bill generated. A credit of $120.82 has posted to the account. I...

further reviewed the Nov bill and based on my findings I adjusted an additional $46.50 this leaves a balance of $144.26. This balance is for two internet  lines one month in advance, the previous balance forward of $36.94 taxes, fees and surcharges. The accounts are combined with the correct billing going forward. We apologize for the errors caused by this order along with the time and frustration [redacted] experienced trying to get it resolved.Sincerely,Mr.[redacted]

I have reviewed the billing complaint from [redacted] regarding disputed bills on her accounts. I have disconnected account [redacted] and backdated the charges to 01/16/18 order number [redacted]. I have also credited the full bill on [redacted] which was automatically set up when [redacted] ported...

out her number to another provider. We apologize for not being able to resolve the service issues and the billing errors that resulted after [redacted]'s number was ported out. If [redacted] has any questions when she receives her revised final bills we are happy to further assist as needed. Sincerely,Mr.T[redacted]

To whom it may concern:   Please be advised that CenturyLink has completed a review of this complaint and found the following: Unfortunately, the person submitting the complaint is not authorized on this account. It is a violation of CPNI (Customer Proprietary Network Information) to divulge...

any information pertaining to the account as it is listed in the complaint. The customer on the account given in the complaint will need to contact CenturyLink and add [redacted] as an authorized party in order to review and respond to anything in regards to this account. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.    Sincerely,   [redacted] [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint with the account information and found the the customers claims are valid. Notions on the account indicate the customer’s request is correct and therefore CenturyLink has issue an adjustment that covers the following: ...

Late payment fees for the following months: October $12.00 November $12.00 January $12.00 February $12.00 March $12.00 April $12.00 HIS Activation Fee $15.00 Broadband Recovery Fee $1.92 Internet Fee $14.59 Early Termination Fee $200.00 That brings the total adjustment for the account to $303.51 CenturyLink understands it took a lot of personal time but CenturyLink does not compensate fot personal time or cost associated with getting resolution to issues stemming from this type of service installation. 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

To whom it may concern:   CenturyLink appreciates the opportunity to review the issues or concerns regarding this rejection. The order was done and shows on the most recent April billing date. The price for life will be reflected on the May 28th bill. CenturyLink provides that this is sufficient to close the case as resolved.   Sincerely,   Steve S[redacted]

Initial Business Response /* (1000, 5, 2015/10/21) */
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 adjusted the total final billing of $74.14 inconsideration to Ms. [redacted] was given incorrect information. I apologize for any inconvenience CenturyLink may cause Ms. [redacted]. All final charges have now been resolved with no further collection activity.
**
CenturyLink [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, [redacted]

09/01/2016 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted].  Below are our findings: CenturyLink bills a month in advance for service provided. Mr. [redacted]’s internet bill timeframe is from the 28th to the 27th of every month and the Prism...

bill timeframe is from the 20th to the 19th of every month, billed a month in advance on the 28th of every month. Mr. [redacted]’s first bill statement that included the Prism service dated 07/28/2016, included prorated charges (charges for service provided before the bill date) for Prism from 06/23/2016 to 07/19/2016 and the standard month in advance from 07/20/2016 to 08/19/2016. I found no record of a quote for $90.00 a month for all services. Mr. [redacted]’s promotional package rate is on the current promotional discounts CenturyLink offers for the service he is receiving. Below are Mr. [redacted]’s monthly rates (during the 12 month contractual promotional timeframe; when promotional discounts expire, the monthly rate will change to the standard rate): --------------------------------------------------------------------------------...⇄ Monthly Charges ------------------------------------------------- Internet 74.00 High-Speed Internet w/o AutoPay & Paperless Bill Term Commitment Month 3 of 12  -34.05 ------------------------------------------------- Internet Monthly Charges Total $39.95 (before leased equipment, taxes, fees and surcharges)---------------------------------------------------------------------...⇄ Prism™ TV Monthly Charges ------------------------------------------------- Prism Essential TV 81.99 Prism HD TV 11.99 Prism™ TV Discounts Prism Promotion  -40.00 ------------------------------------------------- Prism Monthly Charges Total $53.98(before leased equipment, taxes, fees and surcharges)---------------------------------------------------------------------...⇄ Total Internet and Prism Package Monthly Charges $93.93 (before leased equipment, taxes, fees and surcharges)---------------------------------------------------------------------...⇄ [redacted] also leases an advanced CenturyLink Modem/Router and 3 Prism set top boxes which would increase the rate by $9.99 per equipment leased per month before taxes, fees and surcharges:---------------------------------------------------------------------...⇄ Advanced Modem Lease 9.99  Additional Set Top Box 9.99 Additional Set Top Box 9.99 Primary Set Top Box 9.99  ------------------------------------------------- Total Leased Equipment Monthly charges $39.96 (before taxes, fees and surcharges)---------------------------------------------------------------------...⇄ [redacted]’s internet package does have requirements that must be met in order to receive the full promotional rate. Mr. [redacted] has an opportunity for an additional $10.00 off a month (as long as he maintains the same internet package) by setting up paperless billing and autopay (through a valid checking account or credit/debit card). This may be set up through CenturyLink online MyAccount at www.centurylink.com/myaccount (a MyAccount will need to be set up by following the prompts) Keep in mind that paperless billing and autopay may take 1-2 bill cycles to complete and the additional promotion will not begin until the bill reflects. I found that Mr. [redacted] was offered a onetime $50.00 bill credit for adding Prism to his account. The 08/28/2016 bill statement reflects a partial of the $50.00 credit: One-Time Prism Credit -41.99. The full account was credited due to the rate of the Prism package is $81.99 and the promotional discount is -$40.00, leaving only $41.99 available to credit by the billing system. I have issued a manual credit for the difference totaling $8.01. 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. As Mr. [redacted] is receiving the current promotional discounts and has been compensated the difference for the $50.00 onetime bill credit, CenturyLink has closed this complaint with no further credits being warranted. Sincerely, [redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

A credit for $106.35 was applied to Mr. [redacted]’s account on April 13, 2016.  A request has been sent to the collection agency to remove the account from all credit reporting. [redacted] CenturyLink Customer Advocacy

09/12/2016 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 this complaint to be a duplicate and was already address by an Attorney General’s...

response:_______________________________________________________________________...⇄ Executive Office Complaint ResolutionCustomer:             [redacted]BTN/BAN:            [redacted] [redacted]Case ID:                [redacted]Date Received:     08/15/16Response Date:    08/25/16 CenturyLink respectfully submits the following information related to [redacted]’s billing concerns. CenturyLink investigated this issue and found that the customer called in on 08/03/16 to get a new promotion added. The current 08/04/16 billing statement doesn’t reflect the changes and auto pay was removed, which resulted in the loss of a $10 discount. The 09/04/16 billing statement will reflect accurate charges. CenturyLink appreciates the opportunity to address this issue.__________________________________________________________________________...⇄  I found the promotion was on the 09/04/2016 statement (without the autopay additional $10.00 off portion of the promotion). Ms. [redacted] was also issued manual credits for the missing promotions and advised of the autopay requirement on 09/09/2016. Ms. [redacted] has an opportunity for an additional $10.00 off a month (as long as she maintains the same internet package) by setting up auto pay through her checking account or credit/debit card. This may be set up through CenturyLink online MyAccount at www.centurylink.com/myaccount (a MyAccount will need to be set up by following the prompts) or through the back of the payment remittent slip by filling out the information for auto pay and sent in with current month payment. Keep in mind that autopay may take 1-2 bill cycles to complete and the additional promotion will not begin until the bill reflects. CenturyLink has reviewed our previous responses to Ms. [redacted]’s issue. 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

Our records indicate [redacted] also submitted a complaint with the ** Office of the Attorney General regarding his concerns.  A response from CenturyLink was sent to the [redacted] on June 1, 2017.  Please refer [redacted] to the AG response for more information.  I have attached...

a copy of the email for his review.  CenturyLink regrets any inconvenience [redacted] has experienced.    [redacted] Customer Advocacy Group   Sent: Thursday, June 01, 2017 4:21 PM To:  '[redacted]' Subject: RE: Encrypt Century Link, Inc.: [redacted]     [redacted],   We were unable to locate the call on which [redacted] ordered service.  I contacted [redacted] to get the exact dates he wanted his CenturyLink service disconnected.  Orders have been issued and back dated to 4-20-17 for credit purposes.  There will be no early termination fees.  I will follow up on the final billing statement to make sure it is correct.   [redacted]