CenturyLink

Complaint: [redacted] I am rejecting this response because:We returned ALL equipmentwe never intimated our service wasn't installedThat was never the issueThe issues were prior to installation and during installationThe service from beginning to end was poor, to say the leastIf you'll review your records further, you may notice there were numerous delays on your part prior to successful installationHowever, we were charged from the initial date of UNsuccessful installation and errors made during installation after thatit took three service dates to finally get successful serviceWe were charged the entire time.Your company used the fact that we live on a military base to justify the initial delay in installation when your installer failed to return a phone call immediately after he let us know he was trying to access the baseYet, your other installers were able to access the base without any assistance from usThat suggests your initial installer was not only negligent in his job but dishonest.The lack of service when agreed upon caused a delay in my wife being able to begin working, as she works from home and an Internet connection is necessaryThe complete lack of customer service during installation, during our service, during cancellation and now our year-long fight for your company to acknowledge your failings is ridiculous.We're not asking for further credit of any kind In fact, we have agreed to pay the full amount owedWe simply want to pay you directlySending our account to collections adds insult to injury at this point We want this account removed from collections, our credit report cleared of that and an address we can send the full balance to CenturyLink directly The he credits you've provided 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 The only reason the account was ever closed was because of exceptional employee who quickly resolved the situation when no one else couldThank you for your help Sincerely, [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding poor internet service I checked the account and show the customer decided to cancel our service so I was unable to check the internet performanceWe apologize our service didn't work as expected causing the customer to choose another providerIf the customer has any additional questions I'm happy to help.Sincerely, [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint and found the following: Per the customer’s request the executive office manager handling this complaint can be reached at any of the means listed below 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 [redacted]

Complaint: [redacted] I am rejecting this response because:while I feel there is nothing left to say to Centurylink regarding this issue, I want it to be known that I do not accept their response and still consider them in poor taste as a company for not standing behind their quoted priceHowever, my husband feels this is our only option and since the bill is in his name has came to an agreement with themI, on the other hand, will no longer be in contact with Centurylink and if it were my choosing would go without internet before using them ever again [redacted] ***

I have received a copy of the Revdex.com complaint filed by Mr [redacted] ***, regarding a billing disputeAfter investigation of Mr***'s mothers account it has been found that the requested $dollar credit has already been applied to the account and the account is now at a zero balance and closedCenturylink apologizes for any frustrationSincerely, Mr [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 I need CenturyLink to mail the box for the Modem return to: [redacted] Sincerely, [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a closed account billing disputeI have reviewed the closed account showing the charges were adjusted on 3/25/the account has a zero balanceWe apologize for the time and frustration the Customer has experienced trying to resolve this.Sincerely, [redacted]

CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her account, [redacted] *** I would like to apologize for the less than exemplary service that Ms [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 An adjustment for $was applied to the account on April 9, The account currently reflects a zero-balance due An email has been sent to our collections agency, requesting the removal of all collection activity and reporting CenturyLink regrets any inconvenience Ms [redacted] has experienced Margaret CenturyLink Customer Advocacy

07/26/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Mrs [redacted] ’s CenturyLink account, I found the order for service was completed on 04/07/with a pleased modem/routerThe original due date was set for 04/12/then changed to 04/07/This change of the due date did not change the due date of the delivery for the leased modem/router that was actually delivered on 04/11/per [redacted] proof of delivery: --------------------------------------------------------------------------------...⇄ Dear Customer, This notice serves as proof of delivery for the shipment listed belowTracking Number: [redacted] Service: [redacted] Weight: lbsShipped/Billed On: 04/08/2016Delivered On: 04/11/3:P.MDelivered To: [redacted] **, US Left At: Front Door Thank you for giving us this opportunity to serve you Sincerely, ***-----------------------------------------------------------------------------...⇄ A secondary order was placed on 04/08/for a different leased modem/router with the hopes of it would deliver earlierThat order was cancelled and rekeyed as Mrs [redacted] agreed to purchase the modem/router rather than leaseHowever the first order created this day had already transmitted the delivery to be fulfilled (this means that a total of modem/routers were to be delivered)As these orders were placed on Friday 04/08/and [redacted] doesn’t deliver on weekends the delivery was delayed till 04/11/and 04/12/as shown from the proof of delivery from [redacted] provided below:--------------------------------------------------------------------------...⇄ Dear Customer, This notice serves as proof of delivery for the shipment listed belowTracking Number: [redacted] Service: [redacted] Weight: lbsShipped/Billed On: 04/08/2016Delivered On: 04/11/3:P.MDelivered To: [redacted] **, US Left At: Front Door Thank you for giving us this opportunity to serve you Sincerely, ***-----------------------------------------------------------------------------...⇄ Dear Customer, This notice serves as proof of delivery for the shipment listed belowTracking Number: [redacted] Service: [redacted] Ground Weight: lbsShipped/Billed On: 04/08/2016Delivered On: 04/12/5:P.MDelivered To: [redacted] **, US Left At: Front Door Thank you for giving us this opportunity to serve you Sincerely, ***-----------------------------------------------------------------------------...⇄ CenturyLink bills a month in advance for serviceFirst bill statements always contain prorated charges from the install date to the day before the bill cycle and month in advance plus any onetime chargesMrs [redacted] ’s first bill statement was generated on 04/15/for the amount of $which included prorated charges for the CenturyLink phone and internet package from 04/07/to 04/14/and the standard month in advance from 04/15/to 05/14/2016, phone and internet activation fees, shipping for modem/routers, purchase of modem/router, taxes, fees and surchargesThe second bill statement was generated on 05/15/for the amount of $a standard bill statement for the standard month in advance for the CenturyLink phone and internet package from 05/15/to 06/14/2016, late fee (CenturyLink had not received payment for the first bill statement) taxes, fees and surchargesOn 05/19/2016, Mrs [redacted] has called to cancel the serviceAn order was placed and completed the same dayThe final bill statement generated on 06/15/reflected the reversal of service charges (credit) from 05/19/to 06/14/and a late fee (CenturyLink had still not received payments for either previous bill statements) bringing the final balance to $I have applied a credit balance for the purchase of the modem/router (CenturyLink’s records reflect all modem/routers have been returned), of the shipping fees and days out of service for the internet (04/07/to 04/11/= days; phone service does not require the modem/router) totaling a credit balance of $(modem/router $+ days out of service $(internet cost within the bundle $19.95/days within a bill cycle = $per day X days = $(round up) + $overnight shipping = $+ $sales tax = $total credit adjustment)This credit adjustment leaves a balance due of $for the timeframe of 04/12/to 05/18/2016, phone and internet activation fees, shipping for modem/router, taxes, fees and surcharges CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mrs [redacted] ’s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationCenturyLink has sustained the remaining balance of $and has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response / [redacted] (1000, 4, 2015/11/30) */ 11/30/ CenturyLink 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 contacted CenturyLink Executive repair to make contact with herI received notification that Ms [redacted] 's CenturyLink service has been repairedI applied an adjustment to her account for the timeframe of 10/26/- 11/11/(days) out of service totaling $ As the service has been repaired with no further contact to report any other issued, CenturyLink finds this issue to be resolved Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 was unable to locate an account in Ms [redacted] ’s name with the limited information on the Revdex.com complaint Once this information is received, CenturyLink will be happy to investigate further [redacted] Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because:This has been typical of my experience in dealing with them My service is with Century Link Legacy and I get the same run around every time I call, despite calling the number that I have been given to specifically reach century link legacy My account# [redacted] maybe that will help them locate my information I have also included a screen shot from my account page as an attachment Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Thank you so much taking off the [redacted] TV and adjusting my bill back to the $I was paying before this all happen However, I was charge for [redacted] TV starting back in October, November, December, January and February.Also miraculously, I now have online access again to my bill!!! I attached my bill for October, November, December and January to this dispute However, February bill is showing I was billed for $31.94, however, my credit card shows I was billed for additional $ I was unable to attach my credit card statement since I’m currently in a billing cycle.Being able to have access to my bill again makes things a lot easier, here are the amounts that I was charged for [redacted] TV starting in OctoberOctober 28, Bill, $***November 28, Bill, $***December 28, Bill, $***January 28, Bill, $***February 19, Bill, $***Please refund back $via check as I never had [redacted] TV and only CenturyLink TV Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The problem with your response is that you are not acknowledging the real problem Your business has a critical breakdown in communication within your own company What eventually fixed our service after a two week outage was physically stopping a tech to ask for help and posting a note on the switch begging for our service to be restored All three techs that we spoke with in the field said that tickets are not getting to them so they are unaware of problems We stopped a tech at the switch two days after we lost service and he would not help us as he could not find any records of our outage Same thing days after we lost service! The tech who fixed our service on the 14th day said that they are not getting all of the tickets from the call centers in the philippines and he only fixed it because of the note we leftThey were unaware of the outage as they were not getting the tickets Our card was bad and by replacing it he fixed three other phones that were out for customers whos tickets had not shown up in their system He said he has had to spend weekends going through paper records calling customers to see if very old tickets have been fixed and gotten people who have not had problems fixed months after they called in! The fact that customer problems have to be fixed by physically going out and finding techs is crazy THAT IS THE PROBLEM! 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 I have read the Century Link's response and I am glad that they have finally made amends for their oversights regarding my accountI feel compelled to advise this agency that I did not write my account number on my check to Century Link because I was advised upon calling them that I no longer had an account numberIn fact, I followed the instruction of the collection agency (Convergent Collections) precisely while filling out the checkThe representative that contacted me on Century Links behalf gave me concise instructions which I followed to the TIf Century Link is going to forward their accounts to collections, they should certainly advise the collection agency as to the proper protocol for settling accountsI wish I could say that writing an account number on a check for payment was par for the course with Century Link, but checks had never been my primary form of payment with themI instead relied on automatic withdrawalsThere seems to be a disconnect between Century Link and their collection agencyI would contend that Century Link is deficient in their billing practices and that they need to work on this area of their service spectrum.I would also add that upon initially setting up service with Century Link, I entered a verbal contract with them regarding this modem for which I was chargedI find it unethical that Century Link creates tenuous verbal contracts over the phone -I never signed any agreement regarding a modem- and then later engages in collection activities of this typeIt feels like bait and switch tacticsFor me, my experience with Century Link has been negative from start to finishIf not for the Revdex.com, CFPB, FCC, and FTC and the significant amount of time I have dedicated to filing complaints against Century Link, I fear that my problem would never have been addressed (both my initial problems and the problem related to this complaint)Upon initially signing up for service, I was significantly overcharged on my first billAfter frustrating conversations with condescending and degrading sales people I reached out to these agencies and received helpI believe anyone reading the conversation detailed here between myself and Century Link could glean a lot about their condescending way of dealing with customersAt every turn they either claim that there is no problem or blame the problem on the customerAt best, Century Link is a bad businessAt it's worst, Century Link is a megalith corporation using their size to exploit and extort from customers who don't have time to argue with or wrap their mind around their bizarre business practices Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:the account does not have a zero balanceI attached a copy of a recent centurylink letter showing monies owedThis demonstrated it is not a zero balanceIf this representative had it closed out after reviewing the last correspondence, then they need to send me a new letter stating that or attach the document here reflecting a zero balanceThis corporation has lied and mislead me multiple times and has no credibilityPlease attach proof that account is closed with a zero balance Sincerely, [redacted]

CenturyLink reviewed Mr [redacted] ’ account and found that the payment for the February 13th statement posted on 3-5-The disconnect order from the port request posted on 3-7-The final bill issued a credit refund of $on 3-19-and the revised final statement billed for $in long distance chargesCenturyLink Autopay department stated that the autopay service was cancelled and would not have collected the $charge on the revised final billI have issued a $ credit to zero out the account and close the complaintCenturyLink apologizes for any inconvenience that Mr [redacted] experienced with this matter

I have reviewed the complaint from [redacted] regarding a poor customer service experience receiving conflicting information on amounts owed due to bundled billing with [redacted] I am sorry to hear about this experience and would be happy to see if I can identify any employees involved to provide feedback and training as neededI would need the customer's closed account number to further assist with this investigationUnfortunately we don't compensate customers for their time spent calling in addressing questions and disputes but certainly understand their frustrationWe are sorry this ended up being the reason the customer chose a different provider we hope to have them back as a customer in the future.Sincerely,Mr[redacted]

CenturyLink has received the Revdex.com rebuttal from Mr [redacted] ***After a review of the records it was discovered that: On June 17th, 2016, a return label was ordered and was shipped to Mr***’s billing address on June 20th, This should resolve the issue and allow Mr [redacted] to return the DSL equipmentCenturyLink apologizes for any frustration this issue may have causedSincerely, [redacted] CenturyLink Customer Advocacy