CenturyLink

I have reviewed the Revdex.com complaint from [redacted] regarding equipment charges on a closed accountI would be happy to assist with this billing dispute if the customer can provided me with the closed CenturyLink account numberSincerely,Mr[redacted]

CenturyLink appreciates Ms [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 Ms [redacted] recently received from CenturyLink representatives Her comments are appreciated and, to improve customer service, will be investigated In an effort to satisfy, a credit for the Early Termination Fees that appeared on the February 12, bill has been applied to the account A credit for $was issued on March 31, 2016, leaving a credit balance of $ A refund check will be processed in the next to business daysCenturyLink 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 meAs advised, I will cross-check the explanation with the January billing statement Sincerely, [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: With all due respect, waiving the early termination fee is a courtesy that is extended to the customers that serve and this has already been done Centurylink takes a substantial loss to provide the promotional discount to the customer that takes the duration of the term to make up or just break even When the customer signs up for service, if they know they are no going to be there long enough to fulfill the term, they often get the service at the regular rate negating the issue of a term obligations knowing that they are going to be re-deployed or moved In instances where they are not aware and have orders to move to an area that does not provide the service the fee, as a courtesy to the men and women of the armed services, this is usually waived 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

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The February bill is for $110.57, we’ll use this as a staring point in references to the subsequent bills that are larger and why March charges total $which reflects and increase in [redacted] charges of $due to the expatriation of the promotion pricing from [redacted] Any charges that are in dispute from [redacted] need to be addressed by [redacted] as they invoice CenturyLink and CenturyLink pays these invoices prior to the billing sent to the customer to avoid interruptions in service Any and all disputes regarding these charges which come from a third party, in this case [redacted] must be handled through that service provider Any adjustments or changes agreed upon between the third party provider and the customer will be invoiced accordingly and reflected in the combined bill The April reflects just this, and adjusted new total from [redacted] as it appears on the bill, a reduction of $in the [redacted] charges It also reflects the reduction in promotional discounts from $to $due to the expiration of that term discount This is all the same all the way through to June at which time the Loyalty discount changed the promotional pricing on the account by $which is reflected in the total CenturyLink acknowledges the customers reply and appreciates the opportunity to clarify the billing Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

CenturyLink appreciates [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 verified [redacted] disconnected internet service on June 23, with no penalty [redacted] was also credited back $for the onetime charge for a technician installationCenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted] [redacted] CenturyLink Customer Advocacy Group

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 trainingUpon review, I made contact with Mrs [redacted] for further review of her concerns with bundle billingI explained the full monthly charges and with Ms [redacted] Inconsideration to any misunderstanding of the full monthly charges, I agreed to a onetime adjustment of $ The adjustment covers the difference in cost for service in regards to Ms [redacted] ’s claimsMs [redacted] agreed to the adjustment as to resolving this complaint [redacted] CenturyLink Customer Advocacy Group

Our records indicate the September 18, Closing statement was sent to the address on the account, which is the same address that is on Mr***’s Revdex.com complaint There is nothing on the account that indicates the bill was returned to CenturyLinkIn order to give Mr [redacted] time to pay the $balance due, CenturyLink has notified the collection agency and placed the account on a thirty day suspension When the payment is made, it is imperative Mr [redacted] includes his account number, including customer code The account number is [redacted] CenturyLink Customer Advocacy

Initial Business Response / [redacted] (1000, 4, 2015/11/24) */ 11/24/ 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 new service order was set for internet and a purchased self install routerThe technician was required to connect lines outside the home but not to do a full install of equipmentThe order completed on 08/07/as the technician did the outside work and signed off on the order On 08/13/2015, Ms [redacted] called stating she didn't want the service due to no technician installation had happenedAn order was placed to disconnect service with an effective date back to 08/07/for serviceHowever the onetime charges were not credited off the bill that had been issued on 08/10/(included charges from 08/07/XXXX - XX/09/and the standard month in advance 08/10/XXXX - XX/09/2015, activation fees, router purchase fee, shipping fees and Direct TV charges)Ms [redacted] did make a payment for the amount of the Direct TV portion of billing I have found that the equipment was not installed by Ms [redacted] and I have applied a credit to her account in the amount of $leaving a balance of $A Revised final bill statement reflecting the credit will be sent on 12/10/to the address on the account (service address and billing address are the same) I apologize for any frustration this may have caused Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response and I appreciate the credit to my account It was not as cut and dried as Century Link's response soundsI would be more than happy to talk to someone in their corporate office and send copies if it would help them with their customer service issues I was going to upload them to the website but their is a lot of my personal information on the chats Take a look at CenturyLink's facebook page and you will see you do NOT want to do business with them Thanks for your help in resolving the matter Hopefully, the credit will be applied as stated and I will not have to deal with them again Thanks, [redacted] ***

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] has worked with Matthew in the executive office teamHe has corresponded with Ms [redacted] regarding her concernsHe is her point of contact concerning her CenturyLink accountCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms [redacted] .AmberCenturyLink Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because:They are wrong Read my previous explanations, I'm sick of explaining this over and over I have emails with them to prove my story is correct, but I can't find the option to attach my emails to this response So I need an email address that I can forward all the emails I had with Century Link, that proves that I am right and that they went back and made up bills to try and scam money from meI can prove I'm right, I just need to send my emails to and from century link to a person in charge of this case from the Revdex.com Sincerely, [redacted]

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 trainingUpon review, Ms [redacted] ’s billing concerns were addressed on March 10, At that time, the correct promotional discount was added and credit of $was given fort the billing errorMs [redacted] was advised the promotional discounts would appear on the next billing statementCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms [redacted] [redacted] CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from [redacted] regarding an unpaid damage claimI would be happy to further assist if [redacted] can please give me the contact information from the Claims Adjuster he has been working withI will then contact the Adjuster to help get this resolved we apologize that it's taking so long.Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The bills in question did not make it to my mailbox so I did not see themHowever, there is nothing I can do about itMy bill was not late as I managed to find a 3rd party bill payment location in timeI still feel a bit shafted but what am I to doJust one guyIt seems now days no matter what you do, you have to pay extra to pay your billsConsider this complaint closed and resolved Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:You may claim that notes were reviewed; however, the fact remains that promises were made to me that were not kept I had thought that a company that has been in business as long as CenturyLink would have more integrity than they are exhibiting with this dispute They may think that the dispute is closed, but it is not as far as I'm concerned That attitude again shows me they are unwilling to abide by promises made and make a real attempt to please a customer Why would I trust a company that has proven to be unreliable to handle an auto-payment from my account To date, they have made charges to my account that were much higher than the amounts promised All I'm asking is that they show some integrity and live up to their most recent promise as I described in my previous emails Sincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by Mr [redacted] Thank you for bringing these concerns to our attention and allowing CenturyLink to investigate the issueAfter a review with our technical support, the following was discovered: It is not CenturyLink’s policy to remove the CE VLAN tab because each case would require special handling to make the service work with the CenturyLink networkMoreover, any changes made to the CenturyLink service could result in an outage of the customer’s service and would require an escalation to restore because of the special settings required The setting the customer is referring to is the CE VLAN setting of the router This can be set in the customer’s router itself so it will communicate properly when connected to the CenturyLink network CenturyLink uses setting 201, but Mr [redacted] would need to speak with his original equipment manufacturer (OEM) to determine how to change the setting if that is an optionThis is an advanced router setting and not all router manufacturers have this setting adjustable through the graphic user interface (GUI)Often times it requires “telneting” into the device or another advanced method in order to change that settingIn summary, CenturyLink does not prohibit a customer from using an OEM, but CenturyLink does not provide technical support for 3rd party modems and routers, so the configuration of the router is something that the customer would need to do himselfThe customer would need to contact the OEM for any services issues related to the VLANOnce again, CenturyLink would like to thank Mr [redacted] for his concernsI apologize for any frustration this issue may have causedSincerely, [redacted] CenturyLink Customer Advocacy

I have reviewed the service complaint from Eloise regarding a request for a service credit for downtimeI'm sorry to hear about the service problems that would be frustrating to say the least especially when the customer doesn't have cell phone service availableI have given the customer a credit for half a month of service it will show on the next billing statementIf the customer needs any additional help we are happy to further assist as neededSincerely, [redacted]

Centurylink appreciates Ms [redacted] giving us the opportunity to review our handling of her accountI would like to apologize for the less than exemplary service that Ms [redacted] recently received from Centurylink representativesHer 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 wellOur records indicate that the service order was completed and the service got installed after it was delayedRecords also indicate that the account was previously credited for the frustration encountered and the delays that took placeFor further assistance or questions please contact our team directly at 1-800-788- Centurylink regrets any inconvenience Ms [redacted] has experiencedSincerely, 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 at this time We are currently working together to resolve the issue Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:We have contacted CenturyLink on many occasions regarding the same interruptions to internet service The date referenced in the response was just one of the many times we have needed to call CenturyLink through the years The result has been the same: The internet service is repaired for a short time before the interruptions regularly begin to occur again Each time we have called to report the matter it has been a time-consuming ordeal on the telephone in addition to an inconvenience of having a technician visit our house within CenturyLink's business hours We are both working adults and unavailable from 9-p.mas suggested by the manager that called to tell me when the technician was coming to my house Again, upon calling to inform the manager that I would be working and unavailable at that designated time, I was on hold for too long before I had to return to work For the hassle that CenturyLink has caused us through the years, a simple reduction in one bill does not justify nor remedy the inconveniences caused by CenturyLink's internet services Truthfully, the internet service for which I have been overcharged through the years has fallen significantly short of the services CenturyLink is contracted to provide Within 30-days, it is very likely we will switch to [redacted] Communications because of the poor quality service We have found our experience with CenturyLink to overcharge us for services we do not use in addition to continual interrupted service with too many occasions by us needed to schedule a technician to visit our house to provide only short-term solutions while still charging us full price Sincerely, [redacted] ***