CenturyLink

I have received a copy of the Revdex.com complaint filed by Mr [redacted] R [redacted] Thank you for bringing these concerns to our attention and allowing CenturyLink to investigate the issueI would like to apologize for the less than exemplary service that Mr [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 wellCenturyLink appreciates the opportunity to review Mr [redacted] ’s concernsTo change Auto-Pay information, a customer can either access the form online via their MyAccount or [redacted] , or call the Auto-Pay Center at [redacted] to request a formThe customer can mail their completed form to Automatic Payment Center, CenturyLink, [redacted] An agent cannot change the information over the telephoneI have contacted Auto-Pay and a form is being mailed to Mr [redacted] ’s billing addressOnce again, CenturyLink regrets any frustration and inconvenience this issue may have causedSincerely, [redacted] CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by Ms [redacted] , regarding a billing disputeAfter investigation of Ms [redacted] account it has been found that the modem had been recovered but never properly checked in on the accountAfter investigation it appears that the customer did return it to the store and possibly got lost when the store did in fact close downWe apologize about the frustration that you have encounstered and we have credited the account and will notify the collection company to stop collection efforts Sincerely, Mr [redacted]

Complaint: [redacted] I am rejecting this response because: They have requested information from me and I have emailed them the requested account information at 9:18 pm CDT on March 28, 2016. The issue is not resolved yet. Copy of email below.Mr. [redacted] ,Contact information for this complaint that you requested:Account name: Association Maintenance, LLC [redacted] This message originally read on 3/28/2016 RevDex.com Serving Denver/Boulder 3801 E. Florida Ave., Ste.350 Denver, Colorado 80210 303-758-2100 denver.bbb.org [email protected] 3/28/2016 [redacted] Dear [redacted] : This message is in regard to your complaint submitted on 2/23/2016 against CenturyLink. Your complaint was assigned ID [redacted] . The RevDex.com has received a response from the business in the above-referenced complaint case. Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, the Bureau will assume you are satisfied and will close your complaint. Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.Please note the text of your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information in your response. By submitting your response, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language. If you are unable to respond using the internet, then please respond in writing to the address above or Fax to (303) 577-8101. Sincerely, [redacted] [redacted] [redacted] MESSAGE FROM BUSINESS:To whom it may concern:I have reviewed the customers’ complaint and found the following:CenturyLink would be happy to investigate any issues the customer has but is unable to at this time with the information provided in this complaint.The Name, the address and phones listed in the complaint did not return any account information.If the customer would still like CenturyLink to assist with this complaint, please have the customer contact the executive office Manager handling this complaint at any of the means listed below.Please have the customer provide the account number or phone number and the service address and any other info as is printed on the bill. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaint.Sincerely, [redacted] Executive Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care [redacted] 3/28/2016

I have reviewed the complaint from [redacted] regarding charges for a service he didn't request become activeI have reviewed the closed account confirming the remaining balance of $which I adjusted offWe apologize for the error and delay in resolution.Sincerely, [redacted]

08/02/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings: Upon research of Ms***’ CenturyLink account, I found the contractor completed the burial of the line on 07/28/(verified by the area plant supervisor)CenturyLink technicians were dispatched today on 08/02/to reattach a new NID (network interface device) as Ms [redacted] had built a new porch over the old one and the previous NID needed to be removed during the workCenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’ issueWe regret she feels she may not have received such service and apologize for any inconvenience she 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

Complaint: [redacted] I am rejecting this response because: When I called customer service, I was told that I couldn't revert back to my original serviceMy monthly bills were previously about $95/month and now it's $150/month Sincerely, [redacted]

03/30/CenturyLink has received a copy of the Revdex.com rebuttal filed by [redacted] Below are our findings: Our records indicate an order has been processed to disconnect all of the services associated with Mr [redacted] ’s accountA credit adjustment for all charges billed to the account since it was established has been applied as wellThese adjustments will provide Mr [redacted] with a zero balance on the accountCenturyLink apologizes for any inconvenience Mr [redacted] may have experienced regarding this matterMrs [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com complaint from [redacted] regarding a billing dispute for service he states never usedI reviewed the account placed a disconnect order Dand backdated the charges to 8/24/If the customer has any questions when they get a final statement they can call our Customer Contact Center We apologize for the time and frustration this has causedSincerely,Mr[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a credit for a returned modem not being issued as promised I reviewed the account notes showing the delay was caused by our consultant not providing enough information on the original credit requestI show the credit has since been issued on 6/21/we apologize for the delay and frustration this has caused.Sincerely,Mr[redacted]

Initial Business Response / [redacted] (1000, 4, 2015/07/22) */ In review of Mr [redacted] 's account, an order for paperless billing was added on June 17, The July 10, billing reflects the High Speed Internet and Paperless Billing discount of $for month of I have issued an adjustment of $as a matter of customer satisfactionCenturyLink apologizes for any inconvenience this may have caused Sincerely, Ms [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank youI appreciate you taking time to investigate this matter

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ 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 Upon review, I adjusted the total final billing of $inconsideration to Ms [redacted] was given incorrect informationI apologize for any inconvenience CenturyLink may cause Ms [redacted] All final charges have now been resolved with no further collection activity [redacted] CenturyLink [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 trainingAfter further review with Mr [redacted] , I agreed to a onetime credit of $due to the final billing was sent to the wrong billing addressI apologize for any inconvenience CenturyLink may have cause Mr [redacted] [redacted] CenturyLink Customer Advocacy Group

as I believe I stated also my bill was only supposed to be for two years and I'm being billed as he showed over a month and this company still refuses to transfer you to a supervisor when you ask their people are still rude to you on the phone and it took twenty tries till we found someone being on hold for hours each time till we found someone who knew his job and sent it under warranty but charged us for shipping untill properly compensatedaand billing fixed to what it is supposed to be not exceptableint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The equipment that they claimed we never returned, was returned to the location in Tucson, AZ when we were told it was not compatible with our new address back in December of It was handed over to an associate located in the [redacted] on [redacted] Sincerely, [redacted]

CenturyLink appreciates the opportunity to review Ms [redacted] ’ account, [redacted] Our records indicate Ms [redacted] spoke with a representative on April 14, to move her service to a new address At this time, her CenturyLink account was combined billed with a [redacted] account Orders were issued to move the CenturyLink service to the new address Ms [redacted] would have been advised to contact [redacted] to move or disconnect the [redacted] service Due to contractual obligation, CenturyLink is unable to issue these types of [redacted] orders Ms [redacted] ’ CenturyLink account continued to bill for [redacted] (May and June), as the accounts were still set up for combined billing The [redacted] service was suspended for non-payment on May 28, The [redacted] service was restored on June 12, 2014, so an order could be issued to remove combined billing There are no notations on the account that would indicate Ms [redacted] ’ requested the combined billing removed prior to June 12, CenturyLink has paid [redacted] for the changes that appeared on Ms [redacted] ’ account The charges are valid and have been sustained CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because:THIS SHOULD NOT HAVE EVER BEEN SENT TO COLLECTION I RECEIVED THE BILL IN JANUARY FOR DECEMBER'S PAYMENTAND I HAVE BEEN TRYING TO MAKE A PAYMENT EVER SINCE WITH NO SUCCESSIF I NEED TO PAY IT , I WILL HOW? AND ALSO I AM DISPUTING THE FACT THAT THE BILL WAS SENT TO COLLECTION!!!!!!!!! I SPOKE TO CENTURY LINK NUMEROUS TIMES, WITH NO SUCCESS ON PAYING THE ACCOUNT! I WILL CONTACT THE STATE ATTORNEY GENERAL IF THIS IS GOING TO NEGATIVELY AFFECT MY CREDIT OR IF IT WAS SENT TO COLLECTION DUE TO NO FAULT ON MY PARTI HAVE EVIDENCE, OF ONLINE COMMUNIATION WITH CENTURY LINK, NUMEROUS CALLS MADE AND WAS NOT ABLE TO MAKE A PAYMENT, BECAUSE I WAS EITHER DISCONNECTED OR NOBODY KNOWS WHO TO TRANSFER ME TO DATE CONTACTED 1/16, 1/2/2, 1/ALL CONVERSATION WERE SAVED 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 wellA credit for $was applied to the account on February 11, Since the account is closed, a refund check will be issued CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his account,***-***-*** 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 wellAn Escalations Representative spoke with Mr [redacted] on April 19, regarding the possible misquote The representative offered to add a manual discount and to credit for $104.23, in an effort to satisfy Mr [redacted] accepted the offer The credit should be reflected on the April 22, billMr [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

CenturyLink appreciates the opportunity to review Mr [redacted] ’ account, [redacted] Our records indicate Mr [redacted] ’ account was established on July 27, on a 24-month promotion with term commitment His Internet was billing at $per month If Auto-Pay and Paperless billing would have been added, the monthly rate would have been $before taxes, fees, and surcharges The account does not reflect Mr [redacted] added or attempted to add Auto-Pay Mr [redacted] was billing correctly for the products and service on the account The account was suspended for non-payment on January 9, and June 12, The account was disconnected on July 12, 2017, with a June 12, effective bill date The August 11, bill correctly reflected a $Early Termination Charge, as Mr [redacted] did not fulfil the 24-month commitment On August 12, 2017, he was billed for the purchase price of the modem, as it had not been returned within thirty days of disconnection The September 11, bill reflects a balance due of $ Mr [redacted] indicates in his Revdex.com complaint that the equipment has been returned Our records do not reflect CenturyLink has received the modem If Mr [redacted] can provide the tracking number, CenturyLink will adjust the equipment charges, in an effort to satisfy Margaret CenturyLink Customer Advocacy

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 have reached out to Mr [redacted] to further review his concerns in this complaintMr [redacted] has agreed to work with me moving forward on a resolution once all concerns have been investigated though CenturyLink’s portability process [redacted] CenturyLink Customer Advocacy Group Tell us why here