CenturyLink

Complaint: [redacted] I am rejecting this response because:I did call Direct TV and they were NOT paid by Century LinkTherefore I paid Century Link for services they did NOT provide! Sincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by Ms [redacted] , regarding her billing dispute I have reviewed her account and found the following: After review of the account, Ms [redacted] established service August 20, The service was later disconnected December 14, Upon disconnecting service a return label was mailed and our records indicate that the modem was returnedIn addition, notes indicate that Ms [redacted] made a number of calls regarding her concerns with her high speed internet serviceAs a matter of satisfaction I have adjusted the billing to a zero balanceCenturyLink apologizes for any frustrationSincerely, Ms [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 ALMOST satisfactory to meMy only concern is that on 1/I did see the $credit on my account but after my February bill of $was applied the credit balance remaining was $ When I did the subtraction myself it should have been $ Where did the $go? When I called CenturyLink on 2/to question them I was told they could only see a credit of $posted I will settle for the amount I received I just don't understand the creative bookkeeping Sincerely, [redacted] ***

I have received and reviewed the Revdex.com complaint from [redacted] regarding poor service and communication setting up new serviceFirst I would like to apologize for the rough start the customer had us it sounds like we dropped the ball no questionI did review the account notes showing the customer did call in on 1/8/to get the auto pay set upDue to the problems the customer experienced I gave them an additional $per month discounts off their monthly rate for months it will kick in and show on the next statementThe account now looks great and once again sorry about the poor service experience as a new customer.Sincerely,Mr[redacted]

There was an original response sent to the AG as well as Ms [redacted] s as well as a rebuttal, both are listed below Original response (sent 04/10/2018)CenturyLink received your letter regarding Ms [redacted] , whose service address is [redacted] Review of the account shows that Ms [redacted] input two payments with the incorrect bank account information Both were refused by her bank who returned the payments to CenturyLink The system automatically prevents a customer from using the bank account for consecutive months of good payment history on the account including no returned checks CenturyLink does require a convenience fee if a CenturyLink representative issues a payment for the customer, getting an authorization on that payment or if a card is used Ms [redacted] can mail in a payment by the due date with no chargeCenturyLink did credit both returned check charges Whatever the reason for Ms [redacted] ’s input errors, she is responsible for the incorrect input of the bank account number twice Another returned payment for any reason would restart the 12-month timer ADJUSTMENTS APPLIED-CENTURYLINK LOCAL JAN ONE-TIME CHARGE FOR RETURNED CHECK ADJUSTMENTS APPLIED-OPTIONAL SERV JAN ADJUSTMENTS 25.00CR ADJUSTMENTS APPLIED-CENTURYLINK LOCAL JAN ONE-TIME CHARGE FOR RETURNED CHECK JAN ADJUSTMENTS 25.00CR CenturyLink regrets any inconvenience experienced by Ms [redacted] this matter Rebuttal (sent on 05/02/2018)

I would love to provide a screenshot or "estimated charges" Unfortunately that's the responsibility of Centurylink to provide monthly "estimated charges" prior to a customer signing up I never received this until I received the first bill of $270+ Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

CenturyLink appreciates Mr [redacted] writing regarding his recent experience with our company I regret to inform Mr [redacted] that he 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 at the address provided on the Revdex.com complaint or locate a current account in MrDusty [redacted] ’s name Once this information is received, CenturyLink will be happy to investigate further [redacted] Customer Advocacy Group

I have reviewed the billing complaint from Marvin requesting a credit for a returned modem he didn't needI reviewed the account notes and UPS tracking information confirming Marvin did return the modem as he statedSince the charge was not automatically adjusted I credited the account for $it has as of todayCenturyLink understands Marvin's frustration for this delayed resolution we apologize for the credit not being processed earlier.Sincerely,Mr[redacted]

Initial Business Response / [redacted] (1000, 6, 2015/12/14) */ 12/9/started: Centurylink has reviewed the customers account regarding the rate they were offered for internet serviceThe customers has stated they were offered a rate of $a month for the internet service and is being billed at a higher rateCenturylink has no promotions that offer the rate of $for internet serviceThe customers was issued credit for the installation and tech install charge of $on 10/12/and 10/27/The customers account was placed on another promotion offering the internet rate of $for twelve monthsThe customer is required to sign up for auto pay and paperless billing to receive the full $discount by the second billing cycleThe customers account was issued additional credit of $on 11/9/The customer would have thirty days from this response 1/11/to disconnect service and the early termination charge will be creditedCenturylink apologizes for the misinformation they received regarding the rate for the internet service ***/Centurylink Manager Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Even though I was still misinformed, and was not given the deal I was promised, I will accept this resolutionAlthough I hope others will not be fooled by their lack of care in the information they allow their employees to promise

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by [redacted] 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 complaintThe Name, the address and phones listed in the complaint did not return any account informationIf 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 belowPlease have the customer provide the account number or phone number order number on the confirmation letter and ny other info as provided the customer so that we may assist further CenturyLink acknowledges the complainants 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 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 Ms [redacted] disconnected her CenturyLink service on 03/21/Prior to disconnecting her service, she had a balance of $that she previously received a statement forShe had her DIRECTV service bundled with her CenturyLink serviceWhen services are bundled, DIRECTV sends their billing statement to CenturyLink and CenturyLink pays DIRECTV , then bills our customersDIRECTV sent the bill to CenturyLink for their service period of 03/14-04/CenturyLink billed these charges to Ms [redacted] on her final billThis bill was sent to the same address as all her previous bills were sent toMs [redacted] received collection notices and contacted CenturyLink in January to inquire about the balanceThe agent explained the billing to Ms***She was advised if she disputed any DIRECTV charges, she would need to discuss the billing with DIRECTVIf she cancelled her services with them, they would refund any amount CenturyLink paid them for that service period (03/14/16-04/13/16)I have sent Ms [redacted] the billing statement for the month prior to the disconnection and also the final bill statement for review.CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***.AmberCenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Mr [redacted] , regarding a billing dispute Unfortunately, Mr [redacted] did not provide his CenturyLink account numberIn order to investigate his complaint, I will need the CenturyLink account numberOnce I have the necessary information I will be able to investigate his concernsCenturyLink apologizes for any frustrationSincerely, Mr [redacted]

04/20/2016CenturyLink 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 found the new install order had completed on 02/25/This order did not require a technician as Ms [redacted] opted for a self install of the CenturyLink equipment that was shipped to her.A repair ticket was created on 02/26/Unfortunately, there was a delay with the repair ticket being completed due to a heavy work load.I have adjusted the account in full to a zero balanceA revised final statement will generate on 05/04/to reflect the adjustment.Ms [redacted] is required to return the leased equipmentThere should be a return label in the box the equipment was shipped inI have also issued a return label for Ms [redacted] to return the leased equipment to avoid a non returned equipment fee ($+ taxes)CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms [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 situationSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 an order was issued on September 21, 2016, which upgraded Mr [redacted] ’s Internet speed and added Prism TV services This order completed on September 30, When the order was issued, the wrong discount codes were used Thus, the monthly cost was more than quoted Changes have been made to the account to add different discounts Auto-Pay and Paperless billing were also added to the account on January 17, An Escalation Representative issued a credit for $on January 6, Mr [redacted] is a valued customer and I apologize he was not treated in this manner CenturyLink regrets any inconvenience he has experienced [redacted] CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from [redacted] regarding a pending credit and monthly bundle billing disputeI show the pending credit of $the customer was expecting of was approved and issued it shows on the current bill we apologize it took so long to get issued the delay was due to the amountThe customer has every possible discount available we don't have any way to lower the monthly bill with the current services subscribed toIn order to lower the bill any further they would need to change their packageIf the customer would like to cancel due to the misquote I have noted the account for us to waive any early termination fees if they choose to disconnectWe apologize for the time spent trying to get this issue resolved we certainly understand our customer's frustrationSincerely, [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by [redacted] and found the following: The gift card offered was for $and has been submitted on July 26th, and can take up to weeks to arrive In additional to this the customer will need to sign up for autopay and paperless billing to get the additional $a month for the remainder of the promotion Centurylink has no control over the programming but the customer did speak to an agent who quoted monthly charges of and the respective pricing The large bill the customer has is due to almost 2+ month’s date’s worth of services and credits that applied due to the moveJune 22nd all the way to august 6th As for the contract, the customer has had the modem charge removed from the monthly cost and can get an additional $off for the duration of the promotion if the customer signs up for autopayment and paperless billing as mentioned above The lease fee of $month for the life of the service far exceeds any error in the offer implied or understood Unfortunately the call is not available as it was only kept for daysIf the customer does not want to accept this going forward they may choose another provider and the account will be noted to allow them to cancel or change providers with no early termination fee from Centurylink and the service they provide 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

Complaint: [redacted] I am rejecting this response because: Century link is wrongI dropped the auto pay because you over CHARGE on what the price we agreed on, I called said dont charge my card .The original agreement was to send the bill for dollars a month for the next yrEverything I tell century link falls on deaf ears, I again told them I could not get into the system to cancel the paper part but they were able to take my card over the phone ( THEY TOLD ME I HAD GIVE THE CREDIT CARD (AUTO PAY)ON LINE JUST LIKE THEY TOLD ME I CANT CANCEL PAPER OVER PHONE ALL HAS TO BE DONE ON LINE NOT OVER PHONE,BUT THEY TOOK CARD OVER PHONE )to get money but wouldnt cancel paper over the phone all to charge me moreNOW I called and they set me up with price for life BECAUSE it will cancel current contract and no contract for this new deal what will end up costing me some dollars a monthI HOPE century link wants to keep my business and do the per monthCentury linkYOU CAN CHARGE MY CARD PER MONTH CANCEL THE PAPER AND LETS START OVER WITH WHAT WAS THE ORIGINAL AGREEMENTOK Revdex.com YOU SEE WHAT I'M SAYING I WILL COMPLY WITH WHAT THEY KEEP SAyING I WONT DO AND AGREE ( auto pay ) and stop the paper for per monthCentury link sent no paper last month and still billed me the dollars for it so again over chargingSO CHARGE MY CARD AND CANCEL PAPER FOR THE PER MONTHThat will keep me as per month for life is to muchi can get unlimited data on phone for per monthDEAL CENTURY LINK OR I'LL CANCEL AFTER NEXT MONTH FOR GOODI have paid way more than the per month that was agreed and Century link keeps saying they credit my bill but It adds up to more than I agree onI'm tired of this thats the deal 20month auto pay no paper is what you say you want now lets see if you'll do whats right Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:In that case, I was blatantly lied to by the customer rep that I spoke with on 7/6/16. This is beyond subpar service, it is outright fradulent. Therefore, I ask that CenturyLink's response to this complaint be logged as an "F" or whatever other metric that BBB uses to assess customer satisfaction. Sincerely, [redacted]

I have reviewed the complaint from [redacted] regarding a poor customer service experience trying to order Direct TV serviceI reviewed the account notes and don't show any access nor requests to add Direct TV service to this CenturyLink accountThe customer's CenturyLink account is a stand alone internet only account there hasn't been any bundled billing requests with Direct TV servicesI show the customer is on their last month of their month promotion receiving a discount of $by maintaining auto pay and paperless billing I'm not sure if [redacted] was referring to conversations with Direct TV and not CenturyLinkI would be happy to further assist if [redacted] has any additional information for me to considerSincerely, Mr.T [redacted]

CenturyLink appreciates Mr [redacted] writing regarding the availability of High Speed Internet at his premise Our planners, engineers and field leadership work diligently to identify areas where Network upgrades may be needed There is a constant review and reprioritization to ensure we target resources and plans appropriately At this time, CenturyLink does not have any planned upgrade in his area However, an upgrade may be planned in the future pending appropriate funding CenturyLink regrets we are currently unable to provide Mr [redacted] with High Speed Internet service at this time [redacted] CenturyLink Customer Advocacy