CenturyLink

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Centurylink has contacted via phone and set up a day May 10, to be at my home to attempt to resolve our issues with our intermittent internet and phone issuesUntil they show up at !my home, and my device becomes corrected I feel add if I'm not unable to state that I'm satisfiedUnfortunately the day they are do to come out is on the sixth day of receiving fro me receiving this emailSo until Centurylink actually shows up and corrects the issue at hand, there I can make the correct responce Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:They are blatantly committing "bait and switch" They bait consumers with a $package then switch it to $ Then lock us in for two years with early termination penaltiesshame shameSincerely, [redacted]

CenturyLink appreciates Mr***’s comments regarding his recent experience His comments will be shared with the appropriate group for further review I regret we have lost him as a customer [redacted] CenturyLink Customer Advocacy

I have reviewed the billing complaint from [redacted] regarding charges on a closed accountI would be happy to help resolve this dispute if [redacted] could provide me with the closed CenturyLink account number in questionUnfortunately the account number wasn't included in the complaint details I was unable to find it with the information provided due to her movingSincerely,Mr.T [redacted]

I have received a copy of the Revdex.com complaint filed by Mr [redacted] ***, regarding a service dispute Unfortunately, Mr [redacted] did not provide his CenturyLink account numberIn order to investigate his complaint, I will need the CenturyLink account numberOnce I have the necessary information I will be able to investigate his concernsCenturyLink apologizes for any frustrationSincerely, MrC [redacted]

Revdex.com:I was able to reach customer service through Facebook and that customer service agent was able to efficiently correct the billing issueI would like to note that customer service via telephone calls, long waits, and call transfers over the course of three days was not able to correct the issue.Thank you for your review of this concern 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]

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: Per the customer’s request, CenturyLink will contact the customer on Thursday the 31st of march and go over the bill and any applicable adjustmentsAgain, 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 submits the following information for the complaint filed by [redacted] regarding a billing disputePer CenturyLink records Mr [redacted] was originally offered a 12-month pure broadband discounted rate for $with a requirement of autopayHowever, Mr [redacted] began service on 01/13/with the $5yr price lock with phone and up to 100Mbps including a -$discount and -$with required autopay making the 5yr price lock $(before taxes, fees and surcharges)Mr [redacted] has been receiving an excessive amount of limited 6-months to 12-months promotional discounts that have been added on and expired since 02/that are not a guarantee nor part of the 5yr price lockAs a courtesy, CenturyLink may offer contractual or non-contractual promotional discountsOffering promotional discounts is not a requirementDepending upon what promotional discounts that may be available for the products subscribed to, these promotions may be for months, months, months or possibly a price for life and may require other products to be added or auto payment, for exampleHowever, as promotional discount offers may change on a quarterly basis, CenturyLink agents will not be able to guarantee if a promotion will be available after the current promotion has expired or if there will be a new promotionAny new promotions added will begin on the next scheduled bill cycle and will not back date to compensate already printed bill statementsCenturyLink will make every effort to ensure the lowest rate possible with current promotional offers for the service subscribed toCenturyLink found no billing errors for the promotional offers added to Mr [redacted] ’s account to reduce his monthly rateCenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr [redacted] ’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationSincerely,MrC [redacted] Tell us why here

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer, via the Revdex.com or directly through the manager handling this complaint will need to be more specific about just what is incorrect about the billingSince the initial start of service the customer has already received assistance with a correcting the promotion that was originally initiated that may have been incorrect, has received assistance with the payment that misapplied or the wrong account number inputSince the initiation of service, the customer has already relieved the following adjustments: December 12th, # [redacted] – $January 3rd, 2017, # [redacted] - $February 6th, # [redacted] - $March 28th, # [redacted] - $The total amount of adjustments already given amounts to $At this time it would appear that the corrections have already been made to correct the initial issue regarding the promotional pricingThe customer is able to receive an additional $a month in discounts but needs to sign up for paperless billing and autopayment, both of which are required to receive the additional $discountAt this time, the amount, even if exactly $(Which unless the paperless billing/autopay are set up) will vary from month to month at around$- $a monthIf the customer fulfills the criteria, that rate will be closer to $- $a month, all depends on how the services are used and fluctuations in taxes and surcharges relative to that useTo date, that amount paid on the account is approximately $for services that even at the $figure would amount to $This actually indicates the initial charges or amounts to start service, one time charges and any prorated charges have been underpaid and there is no additional adjustment dueCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because: Who is [redacted] ??? This isn't even for my account! No, I am not satisfied with this See my notes below:CenturyLink appreciates [redacted] (NOT ME) giving us the opportunity to review the handling of her accountAt CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.Upon review,I verified [redacted] ordered internet from Centurylink on 06/01/and selected the one year contract with autopay and paperless billing for $per monthAn email confirmation was sent to her email address with the order detailsThe service was disconnected per [redacted] ’s request on 08/23/The billing stopped on that dateThe final statement billed the $early termination fee (as only months of the month contract were fulfilled) and Centurylink also credited back the portion of the month in advance [redacted] paid ($26.13) THIS HAS NOTHING TO DO WITH MY ACCOUNT!!!CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted] I'M NOT [redacted] !!!!!!!!!!***CenturyLink Customer Advocacy Group Sincerely, [redacted]

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaintAt CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our trainingThe customer is notified at the time of the order that they can purchase or lease the modemThe lease option serves as an extended warranty and technology change extension agreement tooAt any time, the customer may have had an issue with the modem while leasing it or moved or changed the technology due to a change in a change to the service, there would be no charges incurred because of these actions as the product would be either under warranty or under the terms of the lease agreement if out of warranty which covers out of warranty and technology changes at no additional cost to the customerThe customer has decided to purchase a compatible modem and that is fine but has been done of their own volitionIt will be covered by the manufacturer’s warranty and not by CenturylinkThis is another reason to lease equipment as opposed to purchasing; again, the choice is the customersAs for the equipment return, the labels issued are not connected to any specific account they are just generic shipping labels provided under the agreement with the shipperIt is always imperative that the customer when shipping anything that they retain a copy of the tracking number, this is just a good practice in case the shipper loses or damages the parcelThe labels provided have a peel and stick section at the bottom of the label that the customer can retain for their protection in either of those eventsIt is also a good idea to get a receipt or take a picture of the label and tracking number on it with one’s cell phone (if available) when returning these to the UPS facility or prior to dropping them off at any UPS boxOnce the customers modem has been confirmed as shipped, the modem lease fee can be removedThe customer can email me directly at [redacted] to get this done or call into the call center, whichever is more convenientNo refund will be issued for the customer purchasing a modem at a retail location that is not affiliated with CenturyLink; there is no way that this can be doneAs for the billing of this lease, it is clearly stated on every month’s bill and should have been addressed at the first month’s bill if there was an issue with the fee or if was not disclosed at the time of the initial set upThere is no way to verify this was or wasn’t done at this stage in the service, calls are held for approximately 45-daysThe price for life referenced in the complaint is for the service, not the equipment either purchased or leased; this is the same for virtually types of service such as internet, cell phone or TV services; this is not a unique marketing or business strategy, its standard in all these services CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I need to respond to this because I did call and cancel on May 3rd and I was hung up onI called up again today because my service had still not been cancelled which I figured it was cause the next few days I was out of internetI kept getting hung up on today, and being told that it was the "system"I finally got through to someone who didn't want to cancel me right away, because she wanted to wait til I talked to a manager to backdate it to maylike I requested, I told her to just cancel it because I did not want to be "disconnected" again, then she got me to a manager He told me he would back date it to May 4th, because I had tried to cancel on the 3rd but got hung up onI only got a confirmation email that it is supposed to be cancelled tomorrow & not the cancellation for the backdate of may 4th Sincerely, [redacted]

I have reviewed the complaint from Jacqueline regarding wanting bill credits on their now closed account due to the internet speeds they receivedThe customer has been advised by our Executive Office Complaints Department via the PUC Complaint filed no credits are due to this closed accountThe findings were that the bills were higher than expected due to late payment and restoral feesThey also missed out on a $per month discount due to failing to maintain auto pay that is required for that promotionThe customer has been advised that our pricing structure is the same for speeds up to 25mbps which is dependent on how far the customer's house is to our remote terminal servicing the addressThe repair request report came back with a few calls for assistance over the time frame the account was open We apologize for any frustration this dispute has causedSincerely,Mr.T [redacted]

Complaint: [redacted] I am rejecting this response because:Your not billing me the monthly rate agreed upon from July of $Your customer service and billing practices are deceitful and dishonestYou also claim to have no record of the original service contract which included a $gift card, to which I never received and have attempted to correct several timesI will cancel service and will pay no further bills from your company, you have failed to honor your side of the contract and have broken the contract.This is a classic bait and switch scam Sincerely, [redacted]

After reviewing Ms [redacted] ’ complaint, this issue was already resolved via the State of Montana Department of JusticeIt was determined that service was terminated within the guidelines for the day guaranteeHowever, the customer is typically responsible for installation chargesSince the services were not installed; a credit was appliedThere was no negative credit reportingThe balance due was $CenturyLink apologizes for any frustrationSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:This response continues to lay responsibility for their internal errors in determining a contracted rate for service with the account holder Additionally, the manner in which multiple account representatives have spoken to me is simply unacceptable The reason I am able to cancel my account without any cancellation penalties is because I refused to enter into a new contract with them, so it is hardly a matter they can tout as an example of their excellent customer service or attempt to be conciliatory based on their error penalizing me When stating that I overall come ahead based on their earlier error, they also fail to take into consideration that I elected to stay with their company year ago due to the rate that was offered to me I didn't bully any retention specialist to get that rate, or in any way act unfairly However, that rate being offered was pivotal in choosing to stay with CenturyLink In the year since then, I've had to waste countless hours on the phone, in chat, and in email communications with CenturyLink in order to be billed correctly or logically At no point have they offered anything for the time they have consumed of mine I do plan on changing internet providers as CenturyLink's business practices are unacceptable Sincerely, [redacted]

CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his account, [redacted] The complaint is currently being reviewed and investigated by an Escalation Representative An order to disconnect the account was issued and completed on April 27, Once the investigation has been completed, I have requested the Escalation Representative contact Mr [redacted] with the outcome of their findings and resolution CenturyLink regrets any inconvenience Mr [redacted] has experienced Margaret CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from [redacted] regarding a billing and service disputeI have reviewed the account notes and show the customer spoke to one of our Retention Consultants on 3/22/as was given several additional promotions to reduce their monthly billIf the customer still want's to change or disconnect any services they would need to contact our disconnect department via live chat option [redacted] or by calling [redacted] We apologize for any conflicting information and frustration caused by the changes to their servicesSincerely,Mr[redacted]

To whom it may concern:Please be advised that CenturyLink has completed a review of this complainant’s rebuttal and found the following: It is evident that unless the outcome is anything but what the customer feels was initially a deceptive offer then it will not meet the customers’ expectations.Centurylink understands there was either a misquoted price and that the customer’s expectations and subsequent dealings with Centurylink were not as expectedAgents make errors, the customer feels that this was intentional and a part of the corporate culture CenturyLink completely and firmly denies that anything short of quality, honest and transparent customer service is the goal that all our agents and strategic partners provide for our potential or current customers.CenturyLink cannot manipulate the pricing and offers to meet a quoted price that is not availableThis would encourage inappropriate behavior by some and would not be fair to others that provide concise and accurate information regarding the customers’ expectations nor would it be fair to the vast majority of current or perspective customers that pay the correctly quoted promotional rate.This really isn’t any different than if the customer was at a retail location that incorrectly marked the price of an item.When this occurs, the retail establishment has the option (but is not obligated) of selling the one unit at that price and correcting the pricing going forward or not.Centurylink is actually offering to give the customer the quoted price up until the time the customer agrees to the correct rate or changes service providers.That date has been set for April 30th, and is an extension of twee such offers already given.So to recap, here is the offer as stated in the previous reply:Centurylink will match the offer made up and to the end of April, 2017, giving the customer more than enough time to make a decision on keeping the services or finding another carrier for their services”Once the customer has made the decision to keep or change service providers, the account will be adjusted accordingly.Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted] CenturyLink Customer AdvocacyConsumer/Small Business Sales and Care

This is a copy of my cell phone billAt 11:26am June 20th I called and spoke to a lady for minutesThe set date to cancel my service was June 30th.Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]