CenturyLink

I have reviewed the complaint from [redacted] regarding a request for faster internet speed at a lower price. I do show we have upgraded [redacted]'s area he can now get up to 100 mbps internet. I see [redacted] has chosen 40 mpbs speed along with  our new price for life pricing with no contracts...

and no price increases for the life of the service. CenturyLink apologizes for any previous internet service issues we certainly understand the frustration that comes with slow internet. If [redacted] has any additional questions we are happy to further assist as needed.Sincerely,Mr[redacted]

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, A supervisor has contacted Ms. [redacted] and...

has issued a credit for the difference between the promotion she’s been moved to and her remaining year on her previous promotion. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms. [redacted].AmberCenturyLink Customer Advocacy Group

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.
When I log on to my Century Link account, it still shows the account is still  open, but I received a message from "escalations" that said it is closed. If true, then that is all I wanted.
Sincerely,
[redacted]

05/10/2016CenturyLink 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 issue had already been address. On 04/29/2016, Ms. [redacted] spoke with a CenturyLink customer...

service agent who adjusted the balance of the Prism early termination fee. CenturyLink has closed this complaint as already resolved.Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the...

customer's reply regarding the balance on the closed account. The remaining balance is for Direct TV services that were billed on the CenturyLink Feb. 8th, 2016 bill for the time period of 01/03/16 to 02/02/16 the customer can view this bill online closed account number [redacted] I hope this helps.Sincerely,Mr.[redacted]

Revdex.com:
While making a call to CenturyLink for another issued unrelated to the price quote, the representative I spoke to made an adjustment that brought the price into line with what I was originally quoted. While I am satisfied with the outcome, I am still unhappy that I was mislead originally and I had to speak to at least four customer service representatives, both over the phone and online to get the deal I was originally promised.
Sincerely, [redacted]  
[redacted] [redacted]

CenturyLink has reviewed our previous response to **. [redacted].  Dr. [redacted] did not provide any new information regarding his complaint.  After careful consideration, we believe our original investigation and responses to be valid.  As previously stated, to avoid duplication of efforts, the CO AG will be the primary source of response to address customer concerns, if new information is provided.  CenturyLink has closed the Revdex.com complaint.    Margaret CenturyLink Customer Advocacy Group

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 contact the executive office Manager handling this complaint at ***. 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, *** *** Executive Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care ***

Complaint: [redacted]
I am rejecting this response because:
No "voices messages" have been left.  I have had a missed call but called back and received horrible service (the century link standard). 
Sincerely,
[redacted]

04/13/2016CenturyLink has reviewed our previous responses to Mr. [redacted]’s issue. After careful consideration, we find our original investigation and response to be valid.  CenturyLink cannot make changes or issue credit for [redacted] services or charges. Mr. [redacted] would need to call [redacted] personally for any change requests or billing disputes for [redacted] service. Any billing changes and/or credits applied may take up to 1-2 bill statements to reflect as CenturyLink bill statement. CenturyLink has closed this complaint. Sincerely,[redacted]CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

03/16/2017/2017 CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] [redacted].  Below are our findings: Upon research of [redacted]’ CenturyLink account, I found the highest speed available to [redacted]’ address is an up to 1.5m...

downstream/512k upstream. Please see the Term agreement passage found at www.centurylink.com/terms :  CenturyLink® High-Speed Internet and Internet Access Services Residential Terms and Conditions6. AVAILABILITY OF AND CHANGES TO SERVICE. A. Service and Bandwidth Availability and Speed. The Service you select may not be available in all areas or at the rates, speeds, or bandwidth generally marketed, and some locations may not qualify for the Service even if initial testing showed that your line was qualified. We will provision qualified HSI Service lines at the maximum line rate available to your location based on our standard line qualification procedures, unless you have selected a level of service with a lower maximum line rate. Bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device connected to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factors. The speed of the Service will vary based on network or Internet congestion, your computer configuration, the condition of your telephone line and the wiring inside your location, among other factors. We make no guarantees or representations related to download or upload speeds. We and our suppliers reserve the right, at any time, with or without prior notice to you, to restrict or suspend the Services to perform maintenance activities and to maintain session control. We assume no responsibility or liability for interruption of the Services or Service performance differences. CenturyLink does not guarantee the Wi-Fi/wireless speeds and connection due to the possibility of so many out of our control possibilities of interference. This is the reason we do not charge for this portion of service. We do our best effort to support but again can’t guarantee it. Bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device connected to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factors. The speed of the Service will vary based on network or Internet congestion, the computer configuration, the condition of lines and the wiring inside the residence, among other factors. CenturyLink strives to provide quality products and services and appreciates the opportunity to address [redacted]’. 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 CenturyLink is supplying the maximum line rate available to [redacted]’ location based on our standard line qualification procedures, CenturyLink has closed this complaint. Sincerely, [redacted]

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] recently contacted...

CenturyLink recently and canceled her Prism TV service. The agent she spoke to also issued a credit of $139.86 to her account. If Ms.. [redacted] has any further needs or issues we may resolve, she may reach out to us for assistance. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms. [redacted].AmberCenturyLink Customer Advocacy Group

Complaint: [redacted]
I am rejecting this response because:The original issues have still not been addressed    I have filed a complaint with 2 sources, the Revdex.com and the Secretary of State   I have not received an answer about the over $80.00 credit due to me.  I have also nor received a response as to us severing business ties    This was included in my last response.    Please continue to respond via the original case with the Revdex.com  
Sincerely,
[redacted]

Initial Business Response /* (1000, 4, 2015/11/05) */
I have received and reviewed the Revdex.com complaint from [redacted] regarding third party billing charge disputes. I have reviewed the account bills and notes showing we have sent the third party charges back to the originator along...

with adjusting the late fees as a courtesy. I show in the notes we have correctly explained that the customers who have either accidently or intentionally subscribed to third party services need to contact the company to ensure no future charges are assessed. In this case the customer is being billed by USBI their name and number is on the customer's bill for disputes and billing questions USBI XXXXXXXXXXX. We also recommend the customer's parents do the same if they are also being billed by this company. CenturyLink would like to apologize for any frustration this billing issue has caused.
Sincerely,
Mr. [redacted]
Initial Consumer Rebuttal /* (3000, 6, 2015/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called both Century Link & the 3rd party directly when this 1st occurred to my account AND my parents. Both of us were charged AGAIN after I specifically told Century Link & the other company no services were ordered on either account. This is fraud & its not OK!! And credits should be posted as soon as the error has occurred, NOT after I pay my bill like the operator told me to do.
Final Business Response /* (4000, 8, 2015/11/20) */
I have reviewed the customer's response regarding third party billing charges. I have reviewed the current bill and show all credits have been issued. There aren't anymore third party billing charges on the account the problem has been solved.
Sincerely,
Mr.[redacted]
Final Consumer Response /* (2000, 10, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the resolution if there's a change in place that prevents 3rd party's from adding fees without my permission because a block on my account from century link did not work on my account or my parents. So a change in your policies needs to occur.
Complaint Response Date bumped because: Holiday

Complaint: [redacted]
I am rejecting this response because: lady said nothing about the WiFi device I already sent in and has not credit my account I have the tracking number which revised over the phone an that is what making my account pass due I already sent it in and paid y’all. No manager ever called me back and the customer service is still rude 
Sincerely,
[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]

I have received a copy of the Revdex.com complaint filed by Mr. [redacted], regarding a billing dispute. After investigation of Mr. [redacted]'s account it has been found that the billing has remained consistent with the promotions and services rendered. Our records show that the...

rate the customer was paying was $55.01 a month for the services In Sept 2017 and then we removed the leased modem charge from the customer which lowered the customers billing $9.99 a month. The Oct 2017 bill had some prorated credits from the previous billing cycle of when the modem was removed causing the bill to be $37.49 that month then returning to $44.28 the following month when there were no prorated credits for changes that took place. The customers billing is accurate and correct. Our records also indicate the signal on the customers line is stable. However if Mr. [redacted] would like to cancel services we will let him out of the contract. Mr.. [redacted] will need to respond to this complaint with an exact date that he would like his services terminated and we cancel the services and waive the termination fee if he chooses to cancel. CenturyLink apologizes for the frustration encountered. Sincerely, Mr. C[redacted]

While I can completely understand how frustrating it is to wait for faster services in your area, we are still unable to provide a specific date for this as we do not have one.  The planning engineers, along with others involved in mapping out where our infrastructure will be expanded, have yet to indicate any concrete plans to bring faster tiers of broadband speed to you.  Unfortunately we do not have a way to expedite these processes or decisions.  While we certainly don't want to lose business to the competition, we respectfully understand there is a need we are unable to provide at this time.Sincerely, [redacted]

3/16/16 Centurylink has reviewed the complainant request to remove their number and address from our mailing and calling lists. The complainants name and number provided has been added to our do not solicit website. The mailer can take up to four weeks to stop. Centurylink apologizes for the...

poor customer service they received regarding this matter.[redacted]/Centurylink Manager

I cannot  locate the account from the information Ms. [redacted] has provided. I left Ms. [redacted] a voice message with my contact information for further review of this complaint.  ** Customer Advocacy Group