CenturyLink

I have reviewed the complaint from [redacted] regarding her monthly bundled billing amountI reviewed the customer's account and confirm she is being charged $+ taxes, fees and surcharges The Home and Internet package is $+ taxes,fees and surcharges which comes to $ They are being billed $for TV service plus taxes,fees and surcharges totaling $As a courtesy I have credited the late fees on the last two bills totaling $which will show on the next statementIt seems the taxes,fees and surcharges are more than the customer was expecting we apologize for any confusion and conflicting informationSincerely,Mr.T [redacted]

Complaint: [redacted] I am rejecting this response because: These complaints were not "one off" experiences, it took about critical issues for the Revdex.com to hear about this complaintConsidering the high volume of negative feedback CenturyLink incurs, it's obvious that customer relations isn't a high priority at Century LinkIn the last years, there obviously has been nothing done to enhance the quality of your customer service departmentsDo you have data to back up the fact that something has improved with CenturyLink's customer satisfaction? Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/12/23) */ I have received and reviewed the Revdex.com complaint from [redacted] regarding non returned equipment chargesI have reviewed the account notes and show the equipment has been returned and the charges credited offWe certainly understand how this frustrating process could have been avoided by us getting the return boxes to the customer as promisedI have gone ahead and giving the customer a $courtesy credit to the account which has already posted CenturyLink would like to apologize once again for this avoidable situation Sincerely, Mr [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/12/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: The [redacted] tracking number is [redacted] ***No I cannot accept the language in the responseI will not accept anything else than a dismissal of all charges, collections, and fixing the negative credit reportingI am not, and was not, a customerA bill in any amount is not acceptable I called to inquire about service and gave them my informationI rejected becoming a customer because the lead time for setting up service was too longThe salesperson said he'd call back to set up an acceptable day and time to install and never did Sincerely, [redacted] ***

I have reviewed the complaint from [redacted] regarding a misquoted price on his bundle packageI reviewed the account notes confirming [redacted] statement unfortunately the 1GBPS internet isn't eligible for any additional discountsWe did give [redacted] a one time credit of $to resolve the compliant on 1/8/he can cancel with no termination fees due to the misquoteWe apologize for the misquote the Consultant was given feedback to ensure they don't make the same mistake againSincerely, Mr.T [redacted]

I have reviewed the billing complaint from [redacted] regarding their monthly billing amount and status update of their promotional rewards cardsI have reviewed the account notes and bills it seems the Prism TV promotions weren't on the account as they should have been from the start of the serviceI show this has been resolved and credits issued on 11/07/for the amount of $The customer is currently receiving $in discounts for their Prism service as detailed on their December billI show they are also getting all their discounts on their internet service including their military discount which is also detailed on their billThe account notes show we checked the status of their promotional reward cards which total $per our reward card systemIf they haven't received the remaining one yet they will soonIf they need to check the status in the future they can use our live chat help option on our website www.centurylink.com or call our Customer Care Department [redacted] Based on my findings all the customer issues have been resolved as of the December billing cycle they are in good shape going forwardWe apologize for the frustration our customer has experienced trying to get these issues resolvedIf they have any additional questions I would be happy to further assist as needed.Sincerely,Mr[redacted]

04/19/2016I have received a copy of the Revdex.com complaint filed by [redacted] ***, regarding a billing dispute Unfortunately, Ms [redacted] did not provide her CenturyLink account numberIn order to investigate her complaint, I will need the CenturyLink account numberOnce I have the necessary information I will be able to investigate her concernsCenturyLink apologizes for any frustrationSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com Complaint from [redacted] regarding a billing dispute on a closed accountI have reviewed the closed account and show this billing dispute was resolved on 8/1/via a FCC Complaint resolutionWe adjusted the monthly overcharge and early termination fees leaving a balance of $for services usedWe apologize for the delay in resolution and understand the customer's frustration.Sincerely,Mr[redacted]

06/20/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Ms [redacted] CenturyLink account, I found her CenturyLink phone, features, unlimited long distance and internet service was established on 05/20/and disconnected on 12/26/The disconnected order had notations that Ms [redacted] had requested Charter to port her number from CenturyLink on 10/31/however they gave her new number insteadThere are no records that Ms [redacted] called until 12/26/to disconnect service (all account entry is auto tagged with the agent ID whether a notation is left or not)However the agent who placed the disconnect order for Ms [redacted] issued adjustments towards her bill statement to compensate the costs as this was not a CenturyLink error I have provided clips of the summary portion of Ms [redacted] bill statements: 06/13/2013Total current charges $180.13-------------------------------------------------------------------------...⇄ Received 06/28/-$180.13Total current charges $90.59--------------------------------------------------------------------------...⇄ Received 07/29/-$90.59Total current charges $86.35--------------------------------------------------------------------------...⇄ Due $86.35Total current charges $97.35---------------------------------Total amount due $183.70-------------------------------------------------------------------------...⇄ Due $183.70Total current charges $97.43---------------------------------Total amount due $281.13-------------------------------------------------------------------------...⇄ Received 10/23/-$86.35Past Due $194.78Total current charges $97.43---------------------------------Total amount due $292.21-------------------------------------------------------------------------...⇄ Due $292.21Total current charges $97.43---------------------------------Total amount due $389.64-------------------------------------------------------------------------...⇄ adjustments -$191.57Past Due $198.07Total current charges -$32.91---------------------------------Total amount due $165.16-------------------------------------------------------------------------...⇄ As shown from the bill statement, Ms [redacted] is still responsible for the past due balance of $CenturyLink has sustained the balance due as valid with no credit adjustments being warrantedSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

06/01/CenturyLink has received a copy of the Revdex.com complaint filed by Barb Aubert Below are our findings: Upon research of MsAubert’s CenturyLink account, I found that MsAubert made a payment online utilizing her Debit/Credit card on 03/26/for the amount of $+ $Speed pay convenience fee which had an error occur that withdrew $more than it should haveDuring an automatic audit the system corrected the issue by reversing/push back the overcharge back through the paymentI understand how frustrating this may seem, however once a payment is made funds can only be reversed/pushed back through a payment already made when an error on that payment has occurredMs [redacted] CenturyLink account is disconnected with a zero balance and she has returned the leased equipment within the timeframe requiredNo new charges will be billedI apologize for any inconvenience this may have caused Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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] ’s account was credited for billing days in concern on July 12, I apologize for any inconvenience CenturyLink may have cause Mr [redacted] [redacted] CenturyLink Customer Advocacy Group

I have reviewed the complaint from Jason regarding a delay in upgrading internet service and billing disputeI show in the account notes the customer was offered an upgrade on 2/7/unfortunately the order was put on hold since we are out of capacity in his areaI advise the customer to contact our Held Order Department [redacted] for an updateIf there is no date available for resolution the customer can cancel their service with no Early Termination feesIf the customer decides to cancel they would need to contact our Disconnect Department [redacted] for the order to be placedThat department will see the note I added to waive any feesI have also adjusted the current balance off the account for a total adjustment of $The adjustment has already posted the account now has a small credit balanceWe certainly understand how frustrating this situation has been we apologize for not being able to resolve it soonerSincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by Mr [redacted] , regarding his credit In review of Mr [redacted] s’ complaint our records show that this matter is currently being addressed as a [redacted] complaint This issue is in the process of being resolved and Mr [redacted] will be contacted by officesCenturyLink apologizes for any confusionSincerely, Ms [redacted] s CenturyLink Customer Advocacy

I have reviewed the complaint from [redacted] regarding a billing disputeThe customer's account is closed all charges have been adjusted it has a zero balanceWe apologize for the time and frustration they experienced trying to get this issue resolved.Sincerely,Mr[redacted]

Complaint: [redacted] I am rejecting this response because: The company did not hold to their end of the agreementThis company offers you a certain speed of data but never did I receive itThis company once sent a technician to fix the problem but to no avail their service was still not reliable or to the speed they offerI am not held accountable for breaking contract, when the company doesn't uphold to their agreementI called numerous of times complaining of the slow speed and and they just gave some excuse of too many devices connected to it, never in the agreement does it say if more than one device is connect through wifi you won't get the speed we offerThey have advertisement and each month my bill was exceeding from the previous month, they add hidden fees all the time without any reason Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/10/07) */ 10/07/ CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: I had reviewed the information in regards to the non-returned equipment and found that a return label was sent: Ship To: [redacted] XXXX XXTH [redacted] GREELEY CO XXXXX BTN: XXXXXXXXXX Contact Name: [redacted] Order Date: March 16, Ship Date: March 17, As standard CenturyLink policy, if leased equipment is not returned within days, CenturyLink has the right to charge the cost of the equipmentIn this case the cost is $plus taxes totaling $This timeframe usually takes place after the final bill has generated and any overpayment is refunded I have reissued another return labelIf Mr [redacted] can return the leased equipment and send the UPS tracking number in the Revdex.com response (so I can track it to make sure it arrives at the CenturyLink warehouse) I will credit the account and issue a refund of the balance he has paid on 10/05/of $However, without the tracking information, due to the timeframe, I will not be able to verify the leased equipments arrival and will not be able to credit the account I apologize for any inconvenience this may have caused Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would accept the response however I have yet to receive the reissued labelOnce I have received the label I will accept the response Final Business Response / [redacted] (4000, 8, 2015/10/27) */ 10/27/ Another return label has been shipped as of 10/26/directly from the shipping groupI must advise Mr [redacted] , that the return label that will be delivered will not have a CenturyLink logo or even the CenturyLink namePlease open all mail while waiting for the label Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Final Consumer Response / [redacted] (2000, 10, 2015/11/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have sent the modem via UPS and the tracking number for the package is [redacted] XXXXXXXXXXXXThank you for working with me to resolve this situation

Complaint: [redacted] I am rejecting this response because: They are wrong I have emails that prove everything I'm saying I can't attach them to this response I need an email address from someone from Revdex.com, so you can see century link is lying and are falsifying bills to scam me out of money Sincerely, [redacted]

Yes I did...but Direct TV said that had nothing to do with centurylink....that centurylink did not overpay them as they told me...when I questioned centurylink about the collection agency notification...I asked them why I was sent a a gift card from them and then sent into collection...They had no answer for it...said they would need to check into it Was dumb founded...then when I spoke with them in follow up that they said I didn't call before...that is what they came up with as an excuse then They would have never said anything about it if I wouldn't have brought it up and asked about it Once again it is just another excuse on their part It is the principle of the thing...they have caused s much confusion as well as the nasty way it was handled...they made the whole thing up and am trying to get more money from a bill that was paid in full...the gift card happened after they told me the bill was paid in full

CenturyLink appreciates [redacted] writing regarding her recent experience with our company Our records do not reflect a return modem has been received by CenturyLink [redacted] indicates in her Revdex.com complaint that she has the [redacted] receipt from her return in December If she could provide a copy of the receipt and/or the tracking number, I would be happy to investigate further She can submit a copy of the receipt via the Revdex.com complaint, email a copy to me at [redacted] or fax me at copy at [redacted] If [redacted] emails or faxes please put the document to my attention: [redacted] Once the [redacted] receipt is received, CenturyLink will be happy to investigate further I regret any inconvenience [redacted] has experienced [redacted] Customer Advocacy Group

Initial Business Response / [redacted] (1000, 4, 2015/08/06) */ CenturyLink has reviewed Ms [redacted] account and as a courtesy have waived the early termination fees on her accountI have removed the balance on her account, which is now $ We apologize for any inconvenience or frustration Sincerely, [redacted] CenturyLink Cusotmer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)