CenturyLink

Complaint: [redacted] I am rejecting this response because:I believe Century Link is not being honest in their response for the following reasons:1) Dec 03, 2015: I was given a quote, I have it on recorded voice, which is "$per month after tax for a year" for the entire package Century Link can claim expired discounts or charges, but the Bottom Line is this: I was given a quote for a year back in Dec 03, 2015, as such, I expect Century Link to honor that quote 2) Century Link has, and still is trying to give me the "Bait and Switch" deal by trying to charge me for more than the quoted "$107/month after tax for a year." As a result, I have to call Century Link on a monthly basis to get them adjust my bill, and to conform with the quote of $107/month after tax for a year 3) Had I known Century Link would try to increase my bill on a monthly basis, despite no changes in their service in terms of pay per view, or video rental, I would not have agreed to do business with them Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I HAVE NEVER ONCE BEEN ADVISED OF WAYS TO REDUCE MY BILL OR EVER BEEN TOLD ABOUT WAYS TO RECIEVE THAR CREDIT! THAT IS A LIE!!! AND I HAVE EMAILED NUMOROUSE TIMES ABOUT BEING HUNG UP ON OR BEING DISCONNECTED OR WAITING ON HOLD FOR UP TO MINUTES!!! THEY NEVER RESPOND BACK EVER ALL I WANTED WAS CHEAPER OPTIONS THEY SAY BUT ANOTHER FOR THIS AND THAT ANS MY BILL IS ALMOST EACH MONTH! I JUST WANTED A CHEAPER OPTION! Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:the proper way to resolve my issue with this incompetent company would be to remove the total disconnection fee, not insult me by removing $I made several attempts to get an understanding of what was going on with my billPayments were automatically coming out from the first time they were due, unfortunately when I tried to access the site to enroll in paperless billing, it would not let me enrollI explained that to several people I spoke withIt wasn't until I asked to cancel my account after being told there was nothing they could do about it, that a real manager said he would set it up for me if I re-activatedCenturyLink has a history of telling their customers one thing and doing anotherI would like the $disconnction fee removed completely Sincerely, [redacted] ***

CenturyLink appreciates [redacted] giving us the opportunity to review our handling of her accounts, [redacted] and [redacted] *** I would like to apologize for the less than exemplary service that [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 Our records indicate [redacted] moved her service to a new address on February 13, Several things have occurred since the move which has caused her monthly cost to fluctuate 1) Due to system issues, [redacted] ’s Prism service did not bill on the February and March bills The Prism charges from these months is reflected on the April 28, bill as a past due balance [redacted] was promised a $and $credit for missing discounts on May 20, However, only the $posted the account A credit for $was applied to the account on October 10, and should be reflected on the October 28, bill 2) The account has been carrying a past due balance since the April bill Thus, she has been billed Late Payment Charges each month 3) The account has promotional discounts expire 4) There was a rate increase to the Prism Complete programming package The monthly rate changed from $to $ 5) [redacted] has had additional charges for Pay-Per-View on the April ($2.99), June ($9.98), July ($21.96), August ($2.99) and September ($9.98) bills 6) There have been several months where only partial or no payments have been received The last payment CenturyLink has received was $on July 6, The notation indicates [redacted] has disconnected the Prism service The order completed on October 6, 2016, with a September 26, effective bill date The notation indicates the representative agreed to waive/credit any Early Termination Fee that might be applied [redacted]

To whom it may concern: I have received and reviewed the customer complaint and have the following to reportThe customer was notified of the return requirement for the equipment leased, not purchasedThe customer was sent a label and after days the RMA was closed and the customer incurred and unreturned equipment chargeA lease is a rental of sorts not a purchase and therefore ownership never transferred to the customerWhen a customer does not return the modem in the allotted thirty day window after canceling service the lease is converted to a purchase and the customer is billed accordinglyCenturyLink 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: I have received and reviewed the customers’ rebuttal and found the following: CenturyLink acknowledged that errors occurred, agents make mistakes That said, we can’t simply override the systems to accommodate when they do, it would not be fair to those that sign up and pay the correct rates for the productsNobody is accusing the customer of any wrongdoing or manipulation just explaining the situation and the resulting issuesIn lieu of the promised credit that did not get issue in January CenturyLink has issued a $to the current account as a courtesy to the customer and hope that the product at the promotional price and at the regular price stands on the merits of the value and the customer stays with CenturylinkThe reference number for this adjustment is [redacted] and should appear on the next or subsequent bill cycleCenturyLink 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 complaintAt CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our trainingWhen the disconnection of service was dated all the charges on the account ending in [redacted] were back dated effectively removing all charges on the account past the 17th of December Prior to this reply, the customer’s account has been adjusted for the $early termination fee or a total of $There are no further adjustments warranted on this account CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

While our records do not reflect Mr [redacted] returned the equipment, an adjustment for $was issued on March 30, 2016, in an effort to satisfy The account currently reflects a zero balance due [redacted] CenturyLink Customer Advocacy

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 in what is referred to as an MDU (Multiple Dwelling Unit) agreementThe billing/service is contracted out to receive specific pricing that is exclusive to the location and its service contract with CenturyLinkAdvertisements do contain disclosures which stipulate that not all pricing or speeds available at all locationsService outages do not cause modem failure but if the modem is out of warranty and fails the customer can opt to lease one or purchase anotherDue to the specific nature of this type of account, there is a dedicated line if there is any issue or concernsThe number is 877-288- CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/12/17) */ CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his account, XXXXXXXXXI would like to apologize for the less than exemplary service that Mr [redacted] feels he recently received from CenturyLink representativesHis comments are appreciated and, to improve customer service, will be investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs well In an effort to satisfy for any misunderstanding that occurred, a credit for the purchase price of a modem has been applied to the accountA credit for $was issued on December 16, and should be reflected on the January 7, billCenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate this effort on the part of CenturylinkHowever there are a few troubling aspects to the responseI think the problems I had in dealing with Centurylink were not primarily due to failings on the part of individual employees but due in large part to systemic problems with customer communicationsFor instance I have not and probably never will receive any direct verbal much less written communication from Centurylink explaining what changes they have made to my contract with themToo much of their policy and pricing structure is soft and poorly defined so that neither employees or customers are ever completely sure of the details

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Unfortunately, there isn’t any combination of services as stipulated in this complaint that are available at the combined rate the customer is supposed to have been quoted In cases where there is either a misunderstanding regarding the pricing as it relates to services, i.ethe agent is quoting only TV or for each product as what may be the case in this particular instance and the customer is talking about both services, etc, there isn’t way to reconcile this in the system The customer is currently receiving the lowest price possible for that which is being provided on the account The only remedy CenturyLink can offer to resolve the inability to meet the pricing the customer anticipated the monthly reoccurring charges would be to allow the customer to discontinue one or the other or both without any early termination fee (if and where applicable) The account will be noted accordingly and the customer will need to decide one way or another as to how the customer wants to proceed The customer can contact the executive office manager handling the complaint via email at [redacted] with the customer decision so that appropriate adjustments can be agreed on and the disconnection of service or continuance of one or the other can be noted CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted] ***

CenturyLink appreciates [redacted] 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 trainingI verified [redacted] was advised on September 6, 2016, The year price lock promotion was only for CenturyLink Internet and Home service, [redacted] ’s offer was for yearCenturyLink has no control over the agreement between [redacted] and [redacted] , therefore any billing dispute would need to be handled with [redacted] After careful review, all billing is valid and has been sustained [redacted] CenturyLink Customer Advocacy Group

Initial Business Response / [redacted] (1000, 5, 2015/12/07) */ CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his account, XXX XXX-XXXX XXXOur records indicate Mr [redacted] 's account was established on November 3, CenturyLink repair has received one call on November10, The ticket indicates Mr [redacted] would try to program to modem when he got homeOur records do not indicate we have received any other calls A Broadband Escalation representative shows Mr [redacted] 's modem is currently trained and authenticatedAuthentication began on November 11, and has been active sinceHis Mbps connection is currently connected at 13.9MbpsWe are showing usage this month at GBThis indicates Mr [redacted] 's service is being used In an effort to satisfy, an adjustment for seven days of service (November to November 11) was applied to the accountA credit for $was issued on December 4, and should be reflected on the December 28, billIf Mr [redacted] wants to disconnect the account, he would need to contact our business office to have the order issued Mr [redacted] is a valued customer and I regret any inconvenience he has experienced [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the account credit and while my records don't agree with number of calls, and I'm a bit confused by the data figure presented, I'm glad my internet is now working

Centurylink appreciates [redacted] giving us the opportunity to review our handling of his accountI would like to apologize for the less than exemplary service that [redacted] _ recently received from Centurylink representativesHis comments are appreciated, and to improve customer service, will be investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs wellOur records indicate that two promotions did expire on 08/06/which was in total of $a month and are at this time no longer availableThe account also still shows on loyalty credit that is good until 02/06/for $off a monthWe did locate two other promos that fell off the account by mistake one for $and the other for an additional $ In an effort to satisfy, We have added the promotions that fell off the account by mistakeWe placed a one time credit for $on the current bill for the troubles of the discounts falling offCenturylink regrets any inconvenience [redacted] has experienced Sincerely, [redacted]

I have reviewed the complaint from [redacted] stating his service has never worked as it should due to old wiring in his houseI reviewed the account notes showing the customer continues to pay for our service including restoral fees when the service was shut off for non paymentIf the customer still wants to cancel this service this has to be done through our Disconnect Department [redacted] Due to our customer information protection rules we are unable to process this type of order via a third party we apologize for any frustration this causes Sincerely,Mr[redacted]

CenturyLink appreciates Ms [redacted] writing regarding her recent experience with our company I regret to inform Ms [redacted] that she did not include sufficient information for CenturyLink to conduct an investigation In order to investigate the complaint, the CenturyLink account number will need to be provided I attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessful in finding an account in Ms [redacted] ’s name Once this information is received, CenturyLink will be happy to investigate the complaint [redacted] CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by [redacted] , regarding a billing disputeAfter investigation of [redacted] 's account it has been found that we do not show that the customer is over paying for the services that are being renderedThere are no notations on the account suggesting that the service was set up wrong and that he told he was being over charged for servicesAt this time we are declining the customers request for credits on the account as we have no records to correspond with the customers claimWe apologize about the frustration the customer has encounteredSincerely, [redacted]

CenturyLink appreciates Mr [redacted] giving us the opportunity to review the handling of his accountAt 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] contacted CenturyLink on 01/09/to disconnect his high speed internet serviceThe order was issued and due for 02/05/I have changed the due date of his order to 01/22/(the date I received his Revdex.com complaint)Our technical support shows the last date of usage on Mr [redacted] ’s high speed internet was 01/06/I have back dated his disconnection order to that 01/06/in order to stop billing on that dateCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr [redacted] .***CenturyLink Customer Advocacy Group

I have reviewed the customer's reply regarding expecting a new modem with his upgradeI have requested our Internet Escalations Team contact the customer to further assist with this issue Sincerely,Mr[redacted]

12/14/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 this issue had already been resolvedMr [redacted] had contacted CenturyLink on 10/27/ requesting to have his service moved to a different address on 11/01/Unfortunately, the move order was delayed due to structure loading (no ports available within the device that supports the internet service)Due to distance and port availability, the order was completed on 11/14/with an up to 25m internetMr [redacted] spoke with CenturyLink customer service on 11/18/and was issued an out of service credit for the days (10/27/to 11/14/2016) in the amount of $CenturyLink 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 situationAs this issue was already resolved, CenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care