CenturyLink

I have reviewed the customer's reply regarding the balance on the closed accountThe remaining balance is for Direct TV services that were billed on the CenturyLink Feb8th, bill for the time period of 01/03/to 02/02/the customer can view this bill online closed account number [redacted] I hope this helps.Sincerely,Mr[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 only action that would cause the issue the customer describes here is that when changing banks, the information input to change the account for autopayment was not confirmed when completed online or the account, routing information was input incorrectlyThese are not manually read an are all automated systemsThe bank would not have any way of knowing that the information was input incorrectly as the request was denied based on the information on handThe other possibility is the autopayment for the month that failed had already been pulled and approved and changed in the middle of the process (in-between billing cycles) which would cause it to failThe billing date is the 22nd of each month and if the autopayment information was changed in the middle of this cycle that would cause the payment that was scheduled on the previous account to fail, skip a bill and then apply on the bill after that bill cycle or the 2nd cycle after the change as it can take up to days for the change to validateThat said, CenturyLink has issued and adjustment for the returned check charges and all the late payment fees totaling $The January bill has a returned check charge as well so the currently balance after the adjustment on the account is $It would be advisable to call in to the customer care center to have them validate the autopayment information on file is accurate to avoid future problemsIf this has already been done, that will not be necessary CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: As I stated in my original complaint, my cancellation was due to many service outages over the past "contract " periodIf Century Link truly was interested in settling my complaint fairly they would have reviewed my entire service/repair records over that periodThey would have found many similar outages with the same problem each timeMy previous company (this account) was with Century Link before it was ***, I have been a loyal customer and paid my bill religiously during that timeTHEY (the new owner of this account) DID NOT LEAVE CENTURY LINK FOR ANY OTHER REASON BUT SERVICE! These outages were disruptive and cost them business and customer frustrationIf you feel that I should pay or plus dollars penalty because they left Century Link due to service issues (by your own account), well that is truly wrong! I should not have to pay a penalty because I supposedly signed an agreement which allowed me no out regardless of serviceI no longer own this company (as of 1/1/2015) and should not be held hostage to stay an unsatisfied customer by a contract which apparently has no customer protection when service is an issueThat I can tell you was never disclosed, Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:My closed Centurylink account number is: [redacted] ***I appreciate the response and hope for another soon 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 Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I did not have a contract I was on automatic pay so the final bill was taken from my accountI still want my $back for terminating a contract I did not have! Sincerely [redacted] ***

04/25/2016CenturyLink has reviewed our previous responses to Ms [redacted] ’s issueAfter careful consideration, we find our original investigation and response to be valid If Ms [redacted] can provide the [redacted] tracking number reflecting the equipment was shipped to CenturyLink, an adjustment can be made, until then no credit adjustments are warrantedCenturyLink has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 training.Upon review, I have verified [redacted] ’s CenturyLink account [redacted] was disconnected and billing for internet service was backdated to 04/18/There is a credit balance of $and a refund check has been sentWe did not charge any fees for a contract on the disconnection orderCenturyLink began billing [redacted] for [redacted] at her [redacted] address in The [redacted] account number was and has remained the same throughout all CenturyLink billing accountsHer first bill arrived in November and was for the service period of 10/22/2014-11/21/The [redacted] account billed on that CenturyLink account number until 02/15/The balance for that account was $for 10/22/through 02/15/There were no payments made on the [redacted] accountOn 02/15/the [redacted] account was moved to be combined with her Centurylink account [redacted] The [redacted] service was billed on that CenturyLink account from 02/16/through 04/15/Her services were temporarily disconnected and her [redacted] billing was moved to a separate accountThe new account number was [redacted] She received her [redacted] billing on this account from 04/16/2017-06/14/On 06/14/CenturyLink stopped billing for [redacted] The balance on the account at that time was $CenturyLink pays [redacted] prior to billing our customes and then collects from our customerTherefore, [redacted] has been paid for all service periods that CenturyLink has billed and the amounts are due to CenturyLinkIf [redacted] would like copies of the bills to show the billing information, CenturyLink will send those upon requestWe have previously done so when [redacted] disputed the $balance.CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted] [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because: I had to contact Century Link twice after I filed this complaint to finally get the voice mail service reconnected and working The voice mail service should not have been terminated because it was included in the package I still believe that as a long time paying customer the treatment from them and service has a lot to be desired I am not satisfied at all with their service the last two years I am very unhappy about the numerous monthly changes and having to contact them yearly to keep the monthly fee at a consistent amount which keeps going up Sincerely, [redacted] ***

10/07/CenturyLink has reviewed our previous responses to Mr [redacted] ’s issueAfter careful consideration, we find our original investigation and response to be valid CenturyLink has closed this complaintSincerely, [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 Escalation Representative has been in contact with Ms. ***. Unfortunately, we are unable to bill at the rate quoted. The representative explained the current bill and issued a credit for $85. Ms. [redacted] accepted the resolution. Ms. [redacted] is a valued customer and I apologize she was not treated in this manner. CenturyLink regrets any inconvenience Ms. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy

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 at this timeI really don't have any further time to discuss this in this venue, so am giving up Sincerely, [redacted]

I have reviewed the complaint from [redacted] regarding a disputed monthly bundle rateI have reviewed the customer's account show they have the lowest possible rate for our internet and Prism TV service Their total new charges are $on the July 22nd billThey are getting $69.95+ taxes,fees and surcharges we don't have any other monthly discounts to offerI have noted the account do waive his early termination fees if they choose to cancel before their promotion expires on 5/15/We apologize for any conflicting information and frustration this has caused.Sincerely, [redacted]

Complaint: I am rejecting this response because CenturyLink's simply saying the same thing over and over again does not address the fundamental issue: they advertise a 12-month fixed monthly price for Internet service, but they keep trying to get away with jacking up their own monthly fees (not taxes, not government fees), in this case, their so-called "Internet Cost Recovery Fee", which should really be called "The Way We Can [redacted] Our Customers and Apparently Can Get Away With It Because the [redacted] ***, and the Revdex.com Apparently Don't Have the Guts to Stand Up To The Phone Company Fee" Sincerely, [redacted] ***

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] spoke with a representative on November 11, 2016. Per Mr. ***’s BBB complaint, he claims he was quoted $49.95 per month for his Internet service. Unfortunately, CenturyLink is unable bill at the rate Mr. [redacted] was quoted. Mr. ***’s service is currently on a promotion that gives him a month cost of $69.95 per month with Auto Pay and Paperless billing or $79.95 per month without Auto Pay and Paperless billing for twelve months. This is before taxes, fees, and surcharges. CenturyLink regrets any miscommunication that occurred. Upon review of Mr. ***’s monthly bills, he was billed $69.95 in November and $79.95 in December. If Auto Pay and Paperless billing are added to the account, the promotional discount will change from $14.05 to $24.05 a month. In an effort to satisfy, a credit for the difference in the quoted rate and the billed rate for November, December, and January has been applied to the account. In addition, an adjustment for the $19.95 Activation Fee has also been issued. A credit for $100 was issued on December 22, 2016 and should be reflected on the January 17, 2017 bill. Since CenturyLink cannot bill at the rate quoted, if Mr. [redacted] chooses to find a new provider CenturyLink will waive/credit any Early Termination Charge that might be applied. Mr. [redacted] would need to contact the business office by January 27, 2017 to have an order issued. I will monitor the account and make any necessary adjustments, once the Closing bill is issued. Mr. [redacted] is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience Mr. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Subsequent to this complaint being filed the same complaint was filed with the executive office via the FCCA response to the customer has already been provided for resolution and as such this complaint response will defer to that which has already been givenCenturyLink 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 appreciates Ms. [redacted] giving us the opportunity to review our handling of her account,***-***-*** 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. From the information I received from our Accounts Payable Group, Ms. [redacted] ’s refund check has been processed. There was a system error that occurred, which caused a delay in getting the check issued. Ms. [redacted] should receive the check in 7-10 business days. CenturyLink regrets any inconvenience Ms. [redacted] has experienced. MargaretCenturyLink Customer Advocacy

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 per our records it shows that account [redacted] was suspended for non payment then later disconnected due to no payments being made on the accountPer the account notes on 09/21/stated that [redacted] was out of town and her son was suppose to pay the bill on the accountWe don't show this account ever being reopenedWe would be happy to look into the billing Ms [redacted] mentioned but will need the full account number for the account mentioned that ends in ***Centurylink apologizes for the frustration encounteredSincerely, MrC [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. 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 Thank you for the assistance After numerous phone calls to Clink and email interactions, the discounts promised us are in place There is no way that a typical American would have the time or motivation to do the work that my wife and I did In the end, we saved almost $per month on our bill These were all discounts that Clink should have automatically put in place - not that I should have had to grovel over Thanks again for having my back! Sincerely, [redacted]