CenturyLink

Complaint: [redacted] I am rejecting this response because the billing concerns were not addressed because :1) CenturyLink has not provided the option to pay with my checking account on Quick Bill Pay linkThe Minnesota Attorney General's Office is working towards a resolution for this request for me2) CenturyLink has not provided a credit for $in fee's for processing two debit card payment'sIt was their choice to request a debit card payments, not mine.3) CenturyLink has mailed three TAP packets on April 7, April 23, April I mailed my recertification form on February 28, I was did not recertify b/c I am employed and not receiving public assistanceThis decision was made by program guidelines ( income driven)However , I have not received any notification by mail from CenturyLink that I have been removed from the TAP program4) As to the payment of $, check # [redacted] which was mailed in 4-16-over three weeks ago has not posted through my checking account or posted to my CenturyLink accountI have called CenturyLink for the past three weeks to inquire why my payment has not been processed by their companyI spoke with both the customer service deptand the finance deptThe finance dept., told me on 4-27-and 4-30-that there company has " a backlog of mail , so not really sure why it's not been completed." This is another example of the inability of this company to efficiently process a customer's payment I would think that a missing payment would be a red flag that requires immediate attention by a managerI have also confirmed with my bank that the check has not cleared my account either Sincerely, [redacted] * [redacted]

I have reviewed the complaint from [redacted] regarding a billing dispute on her closed accountI reviewed the account showing [redacted] was given credit for downtime we also backdated the charges on the final billI viewed the repair history for the account showing the last reported issues were back in November and October I don't show any charges billed for tech visits that [redacted] thought were assessed just a $early termination fee that I have adjustedBased on my findings there are no further credits due on this closed account it now has a zero balanceCenturyLink apologizes for any frustration the service issues caused and the problems trying to have the service disconnectedSincerely, Mr[redacted]

Complaint: [redacted] I am rejecting this response because: I never agreed to a telephone bill over $before taxes The same scheme is happening with my internet only account I called for the $internet price, it was explained to me that it was really $and change after allowing them to get whatever they want from my checking account and getting my own modem...fine I took the offer at some $ Now the bill comes and the actual amount called "package charges" amount to $102.32!!!? I never heard about, or agreed to an internet connection costing $every month...but now they can charge me that as I am sure they will by removing the previously unmentioned "discounts"...AGAIN I have never encountered such business practices A consumer should be able to sign up for a service and be able to depend on meeting their budget demands, without all this phoney " discount" nonsense And why am I being charged $in taxes for phone service I haven't had since July???? (Pg of bill) And why am I being charged $in taxes for phone service I haven't had since July???????? Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: This is a dishonest company Look at their [redacted] reviews I have seen some poor ratings in the past but never one or so many as bad as for CenturyLink This company should be investigated Unfortunately I did not review these before subscribing - I really did not have the option of another service provider at that location All of these locations have more than a dozen reviews and a consistent 1-star Please show me another company that is as close to being ranked this poorly This should be personally criminal to managers and supervisors, and their higher's that treat people this dishonestly If the link below doesn't work; go to [redacted] and type in centurylink and Phoenix in the location If the Revdex.com is not successful in resolving this, is there another source that I should take this too? It clearly looks like internet posts will just be repetitive with other people's experiencesDo you recommend contacting local news companies or any other organizations?https://www.***.com/search?ns=1&find_desc=CenturyLink&choq...⇄ Sincerely, [redacted] ***

CenturyLink appreciates Ms. [redacted] providing her account number, which was not previously provided with her BBB complaint. 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. Ms. [redacted] ’s account was disconnected on January 9, 2017. The current balance due is $167.49. In an effort to satisfy, a credit for $167.49 was applied to the account on February 14, 2017. The account currently reflects a zero balance due. CenturyLink regrets any inconvenience Ms. [redacted] has experienced. [redacted] Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because: I purchased the modem today because I have no other choice I would like to be refunded the purchase price of the centurylink modem The reference number I received is [redacted] Sincerely, [redacted]

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 training.Upon review, I verified Mrs [redacted] has had multiple repair tickets over the past yearShe states that when there is rain or harsh weather the service cuts outCenturyLink sent a technician to their home on 03/19/He attempted to reach the customer and states the call was disconnected on multiple occasionsThe technician located a damaged pedestal and he repaired itHe was unable to go beyond that area due to not being able to speak to the customerIf the repairs the technician made does not correct the issue, please reach out to CenturyLink to further investigateDue to the service issues Mrs [redacted] has experienced, I have issued a credit $for the most current billing statementCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mrs***.***CenturyLink Customer Advocacy Group

1/27/16: Centurylink has reviewed the customers account regarding the unauthorized [redacted] service and charges they were billed. The customers November bill reflected charges for the [redacted] services in the amount of $103.16. The December bill reflected the credit of $103.16 for the [redacted] charges.... The customers account was issued a one month service credit of $41.94 due to the billing problems they encountered. The credit will be reflected on the customers 2/22/16 billing statement Centurylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager

I have reviewed the Revdex.com Complaint from [redacted] regarding being billed more than expectedI have review the last several bill and show the customer has been getting a promotional rate of $per monthThe reason the bills are coming in higher are due to late fees and restoral fees for not paying the bill before the due date along with taxes and feesI did see an error on the Nov bill where the customer was charged twice for a restoral fee I have adjusted $off the accountI would encourage the customer to set up auto pay so they don't miss the due date and get late & restoral fees in the futureIf the customer has any other billing questions she can get timely assistance by calling our Billing department [redacted] or using our live chat help option on our website www.centurylink.com.Sincerely, [redacted]

05/09/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings:Upon research of Mr [redacted] ’s CenturyLink accounts, I found the following:Account number [redacted] ***:The final bill charges consist of entity balances of [redacted] $for the timeframe of 06/09/- 07/08/and CenturyLink internet service of $for the timeframe of 06/25/– 06/30/(after promotional discounts and reversal of service not used but billed by CenturyLink as CenturyLink bills a month in advance) totaling a balance due of $The last payment Mr [redacted] made to this account was on 06/18/in the amount of $for the 05/25/statement (included CenturyLink internet, lease equipment, taxes, fees and surcharges $from 05/25/- 06/24/and [redacted] service$05/09/– 06/08/total $- $balance forward for an over payment the previous statement totaled the amount due of $108.44)This account was disconnected on 06/29/per the request Mr [redacted] made on 06/29/2015.Account number [redacted] ***The new install order was placed on 06/12/and was completed on 07/13/with a shipped lease modem router that was delivered on 06/24/(verified by UPS tracking number [redacted] )On 07/20/2015, Mr [redacted] called CenturyLink and advised that the new service order was not supposed to be completedAn order was placed to disconnect the service as of the same day and a return label for the leased equipment was sentCenturyLink has adjusted all the charges associated with account number [redacted] and has requested a removal of any/all credit reporting (allow up to days) and also has placed a cease to all collections (allow up to to hours) for account number [redacted] ***.CenturyLink has sustained the balance of $on account number [redacted] as valid for the entity balances of [redacted] $for the timeframe of 06/09/- 07/08/and CenturyLink internet service of $for the timeframe of 06/25/– 06/30/and finds no credit adjustment being warranted for account number [redacted] ***.CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr [redacted] ’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

After further review, we were able to locate [redacted] account with the phone number provided on [redacted] ***'s rebutallIt appears the account was not canceled out of an agents errorThe system suspended [redacted] ***'s account for billing issues regarding a past due amount due on the accountFurthermore our account notes indicate that on 06/19/an agent provided additional discounts as well as provided a month of free service and [redacted] acceptedCenturyLink strives to provide quality products and services and appreciates the opportunity to address [redacted] issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situation.Sincerely, [redacted]

CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his account, [redacted] *** Our records indicate Mr [redacted] disconnected his account on November 29, Our records do not indicate CenturyLink received the leased modem Thus, he was correctly billed the purchase price of the equipment, $105.99, on January 15, While the charge is valid, an adjustment has been applied to the account, in an effort to satisfy A credit for $was issued on April 23, and the account currently reflects a zero-balance due CenturyLink regrets any inconvenience Mr [redacted] has experienced Margaret CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from [redacted] regarding a disputed bill involving a hook up and transfer feesI would be happy to further assist but [redacted] didn't provide his mother's CenturyLink account numberPlease have [redacted] provide this informationSincerely,Mr[redacted]

02/20/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Mr [redacted] ’s CenturyLink account, I found no records that Mr [redacted] was quoted $per month for CenturyLink internet and Prism with a leased modem and prism set top box (CenturyLink does not have an advertized price for all services for that rate)Mr [redacted] ’s first bill statement included prorated charges (days) and the standard month in advance for the service at the following rate:---------------------------------------------------------------------------...⇄ Monthly Charges ------------------------------------------------------ Internet Bundle Savings (12/- 01/27) Internet -Advanced Lease Modem Discount Month of -Advanced Modem Lease ------------------------------------------------------ Internet Monthly Charges Total $64.00--------------------------------------------------------------------------...⇄ TV Monthly Charges ------------------------------------------------------ DVR Service Fee Prism Essential TV Prism HD TV Prism™ TV Discounts Prism Promotion -Primary Set Top Box Months Free Set Top Box -Prism Promotion -Months Free HD Service -Months Free DVR Service ------------------------------------------------------- Prism™ TV Monthly Charges Total $---------------------------------------------------------------------------- Total Internet and Prism monthly charges $-------------------------------------------------------------------------------...⇄ I found that the internet did not have a term contractual promotional discount added at the time of the new install orderHowever, the promotional discount was credited and an order was placed to add the promotional discounts to the account on 01/23/when Mr [redacted] called inquiring about the bill statementAfter the order was created and completed to add the promotional discount, Mr [redacted] called back to CenturyLink and had requested his CenturyLink service be disconnected due to being billed nearly months on his first billThe order was placed with a due date of 01/27/On 02/08/2017, Mr [redacted] had contacted CenturyLink regarding billing and a agent issued a $credit for the Prism early termination feeHowever the Prism early termination fee had not been billed yetCenturyLink internet and Prism bill from different systemsThe Prism bills from a different system on the 20th of the month (3-days for agents to view after) that is then transferred to the internet billing system then billed together from the internet billing system that bills on the 28th of the month (3-days for agents to view after)I have to close the Revdex.com case before the Prism bill is available to viewMr [redacted] also submitted this complaint through the FCCI have been in contact with [redacted] (CenturyLink’s Customer Advocacy assigned to the FCC complaint) who confirmed the FCC response date is further out than the Revdex.com response time I will follow up and assist with the response on [redacted] ’s FCC complaint after the Prism bill is available to view and adjustI will adjust all charges to reflect the rate for days of provided service (11/27/to 01/27/2017) at the rate of $+ taxes, fees and surchargesThe full balance due will be advised on the FCC responseCenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr [redacted] ’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationCenturyLink has closed this complaint as the resolution cannot be completed until after the Revdex.com required response time and the resolution will be provided on the open FCC complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

04/22/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings:Upon research of Mr [redacted] ’s CenturyLink account, I found no billing errorsCenturyLink bills a month in advanceThe first bill statement includes charges for a month in advance: for the timeframe of 03/17/to 04/16/at $(month contractual promotional price with requirement of autopay), prorated charges (charges for service provided before the first bill cycle) from 02/29/to 03/16/at standard rate (promotional discount are issued a month in advance beginning with the first month in advance on through the to the end of the month timeframe), leased equipment (prorated and a month in advance), shipping for leased equipment, internet activation fee, taxes, fees and surcharges.On 03/23/2016, Mr [redacted] called about his first bill statement, he was advised of the above information and an agent adjusted the activation fee.I also had the original call reviewed and found that Mr [redacted] was advised of all the above information during the call.As there have been no billing errors and the activation fee was adjusted already, CenturyLink finds this complaint to be closed.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 trainingAfter reviewing all concerns with Mrs [redacted] , I verified the charges in dispute should have been adjusted due to the available Internet speed wasn’t sufficientAll final charges in concern have been adjusted to a zero balanceI assured Mrs [redacted] the account has been satisfied and all collections have been suspendedI apologize for any inconvenience CenturyLink may have cause Mrs [redacted] [redacted] CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from [redacted] regarding billing fallout and feesI have reviewed the account and show we were billing someone else for this customers services resulting in a large bill when it was discoveredThe customer had to make payment arrangements to catch up resulting in them having to drop auto pay and late feesI have credited months of the lost auto pay discount 3x$= $plus the two late fees for $adjustmentThe $credit has already posted to the account balance and will show on the next statementWe apologize for the billing error that has caused this problem and understand the customer's frustration.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I received a bill in the mail for $due by April 25, Sincerely, [redacted]

I have reviewed the complaint from [redacted] regarding his bill being higher than expectedI reviewed the account showing this issue has been resolved [redacted] was was given a credit of $last month and the new charges are $which will be his billing amount going forwardWe apologize for not advising [redacted] his first bill would be more due to the partial month billingCenturyLink always bills up to the bill date and a month in advance when service is started then just a month in advance after thatIf [redacted] has any other unresolved questions we are happy to further assist as neededSincerely,Mr[redacted]

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 on 01/24/a call was made to cancel services and at this time the account was is s suspended status for the billA disconnect order was not placed at this timeAt this time we have disconnected the customers services as of today 03/09/and back dated the billing back to 01/24/Which will remove any billings from 01/24/forwardA shipping label has been generated and is being sent to the customers addressCenturyLink apologizes for the frustrationFor additional questions or concerns please contact our team directly at ###-###-####CenturyLink has closed this complaintSincerely, Mr [redacted]