CenturyLink

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, but am appalled with their statement that they will disconnect me, when I have never been connected Their service man called me stating, "I will be there in a few minutes.", but after waiting all day he never arrivedThis occurred after a month of my original attempt to get their service Too little too late The worse company I've ever (tried) to do business withI am also appalled that a Centruylink representative called me this day telling me that, "You are refusing to work with us." This is annoying and laughable since they never worked to correct my service problem and kept billing me after my repeated responses that I never had their service This phone call came from a private number after I requested that they have no further contact with me Sincerely, [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 trainingUpon review, I verified Mr [redacted] has agreed to multiple Loyalty and Retention promotions over the past couple yearsThe programs have a fulfillment timeframe between month to months depending on the available promotional rate and termThese types of promotions are only available through loyalty group for customers calling to cancel serviceThe last promotion Mr [redacted] was put on requires a one year agreementMr [redacted] claims he was never disclosed the terms of an early termination fee of $or the requirement of the month term advised previously in his welcome letter due to the changes in serviceI have provided the terms as described to Mr [redacted] I advised Mr [redacted] if we remove the term the regular rate of $will then billed going forwardMr [redacted] agreed to keep the rate and he would review his options after the agreement is fulfilled [redacted] CenturyLink Customer Advocacy Group Tell us why here

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: CenturyLink acknowledges there errors made initially in November when a change to the services was initiated In December the customer ported out the number leaving only the internet in place, this is why the account continued to bill; it’s not assumed that when a number is ported that the remaining services are also to be terminated If the carrier that the customer ported to would have requested a disconnection of all service instead of a change to the existing service this would not have been an issue CenturyLink did withdraw the funds without authorization as the original account that ported out already had autopyament set up CenturyLink has, as a good faith gesture, issued an adjustment negating the final bill of $and a onetime courtesy adjustment/refund of $132.00; the reference number is [redacted] CenturyLink provides that this addresses all the issues of note in this complaint and feels this is sufficient to close this complaint as resolved 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

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 I finally received the label and have shipped the equipment backI have provided a tracking numberEverything should be fine at this point, unless they did not credit my account to zero Sincerely, [redacted] ***

1/13/The customers December billing statement reflects the customer was issued credits totaling $The credits took care of the customers balanceThe customer would need to contact Direct TV for a final amount owed to them.***/Centurylink Manager

CenturyLink appreciates Ms [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 training.In regards to her online payment issues, Ms [redacted] has received the response CenturyLink sent through the Attorney General as she filed a complaint with them previouslyI would advise her to review that letterIn regards to the telephone assistance program, each year customers are required to recertify to continue to receive telephone assistance benefits from the governmentDue to not recertifying, Ms [redacted] ’s telephone assistance was removed on 03/22/Her bills print on the 19th of every month., therefore her March bill had printed prior to the removalThe 04/19/billing statement reflects the removal of the program on 03/22/and includes the related back charges to that 03/23/CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms [redacted] .AmberCenturyLink Customer Advocacy Group

I have reviewed the complaint from [redacted] about her poor experience trying to make a payment and get her service restoreThis issue has already been investigated including a detailed review of the callBelow were the findings by one of our Executive Office Complaints Managers.I had the call from 01/11/reviewed and found Ms [redacted] was suspended for nonpaymentThe Financial agent advised Ms [redacted] that because her next bill statement was due the next day she was required to pay more than the past due balance for the amount of $After some back and forth of the amount, the agent misspoke and asked how she wanted to make the payment of $then laughed and corrected herself stating $Ms [redacted] asked what was funny and the agent explained she has misspoke and laughed at herselfMs [redacted] asked for a supervisorThe agent refused due to her supervisor was on a call and would be on others after thatMs [redacted] asked to speak to someone elseThe agent stated she could hang up and call back in to speak with someone elseMs [redacted] made the payment with the agent of $and the $ [redacted] convenience fee – cust had made many onetime payment which charged the [redacted] convenience fee, however the agent did not adviseThe agent advised of the $restoral feeThe agent thanked her for calling and offered to transfer herMs [redacted] did not want to be transferred the agent asked her to hold and the call was disconnectedI contacted Ms [redacted] and advised of the call review and explained to her that the agent on the had misspoke and laughed at herself then explained with an apologyI advised the reason for the $payment to restore and the [redacted] convenience feeI advised the charge was valid as she has been notified on bill statements/web payments of the fee beforeMs [redacted] states she doesn’t get a paper billI informed her she is on ebill that she set up onlineShe stated she doesn’t have access to MyAccountI advised her to utilize the online forgot my user name/password or click to chat for assistance on the MyAccount page Sincerely,Mr[redacted]

I have reviewed the additional information on the billing disputed for [redacted] TV services billed in errorI have adjusted Oct $87.91, Nov $58.63,Dec $58.63,Jan $and have already adjusted the charges for Feb previouslyThe customer will see the $credit to the account on the next statementThe $for the Febbill was billed separately the customer wasn't charged on their CCARDWe apologize for this billing error all [redacted] charges have been adjusted off the account.Sincerely,Mr[redacted]

After further review, There is suspended service at the address on ban [redacted] The customer will need to fax a copy of their lease agreement and utility bills to [redacted] in order to proceed with the orderThe credit class will be updated to a until the documents have been receivedThis is why the service was not turned on at the addressWe also have notes instructing the customer to go online and fill out our day satisfaction guaranteeCenturylink apologizes about the frustration encounteredFor further assistance please contact our team at [redacted] for any other questions or concernsSincerely, Mr [redacted]

Complaint: [redacted] I am rejecting this response because: This was never about a termination fee but was about continuing a service bill for months after the equipment was returned and they were called and wrote on the bills and emailed service to them they were no longer required and the part for the wifi was returnedI would have paid a termination as I was charged by their pardner in this misadventure [redacted] had done to the tune of $ I told [redacted] also no more they said sorry price and service wasn't competitive, sent a $early leave charge which we paid and are all doneThese guys just kept charging the monthly charge no matter what even after the equipment was returned I will never pay for service I didn't get EVER! Maybe this time they will read the complaint! Sincerely, [redacted]

04/13/CenturyLink has received a copy of the Revdex.com rebuttal filed by [redacted] Below are our findings: My review of Mr [redacted] ’s account reflects he contacted our Customer Service center on 04/08/requesting to cancel his CenturyLink servicesAn order was processed to facilitate the request and the services are currently cancelledCenturyLink regrets we were not able to address his concerns and that he felt it necessary to cancel his servicesCenturyLink apologizes for any inconvenience Mr [redacted] may have experienced regarding this matterMrs [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his account, [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 Our records indicate Mr [redacted] had several repair tickets in August The last ticket was closed on August 19, A Broadband Escalation representative has checked Mr [redacted] ’s service He is currently trained above the purchased rate of Mbps and the line has been stable for over days There have been no further calls to repair In an effort to satisfy, a credit has been applied to the account for one month of service A credit for $was issued on September 15, and should be reflected on the September 28, bill CenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates Mrs [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 trainingUpon review, I verified Mrs***’s billing error was resolved on August 23, 2016, at that time the billing was corrected and fixedMrs [redacted] was also credited back $for the prorated charged billed without the discounted promotional rateI apologize for any inconvenience CenturyLink may have cause Mrs*** [redacted] CenturyLink Customer Advocacy Group

01/18/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: I contacted the Area plant supervisor ahead of this projectUnfortunately, there have been delays due to theft of the copper linesAs of last week the wiring portion of the project has been completed and waiting for the contractor to fill in the holesThis project should be completed within a few weeks (weather providing)I apologize if this has caused any frustrationsSincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the complaint from [redacted] regarding and extended outage of his internet serviceI confirmed the customer's outage and certainly understand their frustration since we all depend on the internet dailyUnfortunately there are times when the service goes down for a variety of reasons our goal is to restore the service ASAPI have credited the customer's account for one month service due to the outage which will post on their next statementWe apologize for the repair time frame and the frustration this has causedSincerely,Mr[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: It has been determined that the customer made a good faith effort to allow CenturyLink to address the quality issue in regards to the services provided In lieu of this an adjustment in the amount of $has been issued to cover the early termination fees and residual bill Reference number for this is [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

I have received a copy of the Revdex.com complaint filed by Ms [redacted] , regarding a billing disputeAfter investigation of Ms [redacted] 's account it has been found that the account wasn't properly disconnected resulting in additional billingsThe account has been credited in the amount of $for the months that payment was made on the account after the call in 09/The customer will receive this check within the next days via mailCenturylink apologizes about the frustration and appreciates the opportunity to investigate her concernsSincerely, Mr [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/11/03) */ 11/3/15:: Centurylink apologizes for the delay the customer has encountered while attempting to get the temporary drop removed/buried from their residenceThe customer has disconnected their serviceA repair ticket was submitted to have a technician go out and removed the drop scheduled for 11/4/The customers account was issued credit for the $early termination charge they were billed ***/Centurylink Manager Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/11/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I have requested a prepaid return label be sent to the customer it will arrive via ***Once received they need to write this return number on the label [redacted] and keep the [redacted] tracking number for their recordsSincerely,Mr[redacted]

CenturyLink appreciates the opportunity to review Mr [redacted] ’s account, [redacted] *** Our records indicate the account was established on May 15, and disconnected on July 6, for non-payment The notations on the account indicate the monthly bills were returned due to a bad mailing address and the modem was returned on June 2, Since it appears Mr [redacted] did not use the service, an adjustment has been applied to the account A credit for $was issued on February 10, The account currently reflects a zero balance due [redacted] CenturyLink Customer Advocacy