CenturyLink

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 as long as the Collection's Agency has been notified as well Sincerely, [redacted] ***

I have reviewed the billing complaint from [redacted] regarding an account he states was his late mother's and not hisI show the last of the ssn on the account is [redacted] the billing address is the same as the one [redacted] provided in this complaintI am happy to further assist with this dispute if the customer can let me know if that is his ssn on the account and if he set this up for his mom which is a common situation for those helping their parents ? Any additional information would be helpful for me to help resolve this final bill.Sincerely,Mr[redacted]

I have received a copy of the Revdex.com complaint filed by [redacted] , regarding a billing disputeAfter investigation of [redacted] 's account it has been found that per the account notes an error in promotions was found and a credit for was placed on the account for the months that were billed before the promotional rate was fixedOur records show the account being suspended for the past due amount that is currently on the accountOur records show that several payment arrangements have been made in the pastPlease contact our financial services team to dispute charges and for further assistance with the accountThey can be reached directly at [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the original contract/agreement has yet to be honored. Sincerely, [redacted]

As advised, Ms [redacted] received a promotional rate of $before modem lease, taxes and fees including late payment feesMs [redacted] references her payment history, the dates of most of the payments skip a month resulting in additional moneys owed and late payment fees Please see March example breakdown of all total charges.CENTURYLINK SERVICE(S) DETAIL CHARGES FROM MAR TO APR QUAN ITEM NET TITY DESCRIPTION CODE RATE CHARGE INTERNET SERVICE [redacted] INTERNET [redacted] INTERNET COST RECOVERY FEE *** [redacted] ADVANCED MODEM - LEASE *** TOTAL MONTHLY CHARGES DISCOUNTS & ADJUSTMENTS SUMMARY HIGH-SPEED INTERNET EXCLUSIVE PROMOTION OF 29.01C TOTAL DISCOUNTS & ADJUSTMENTS 29.01C TAXES, FEES & SURCHARGES SUMMARY THE FOLLOWING CHARGES ARE PERMITTED BY LOCAL, STATE AND FEDERAL GOVERNMENTS FOR MORE INFORMATION, VISIT OUR WEBSITE AT WWW.CENTURYLINK.COM STATE SALES AT 6% LATE PAYMENT CHARGE INTERNET LATE PAYMENT CHARGE TOTAL OTHER CHARGES TOTAL CENTURYLINK SERVICE(S) So as you can see, Ms [redacted] 's monthly promotional rate at the time was $with an additional $discount for the total cost of $before modem, taxes and feesFull explanation has been provided, CenturyLink has closed this complaint [redacted] Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because:The bill I am complaining about is one they have arbitrarily sent me regarding a phone ending in *** I cannot send any further information because I have nothing but an online bill they sent me stating it is just a reminder--we haven't received your payment for account t ending in *** The information on phone number [redacted] I sent to explain my encounters with Century Link over the last year The phone bill for [redacted] has been paid I was assured by the century link representative the end of summer that the phone for [redacted] would be repaired and reinstated, and it was not Now they are sending me bills for an account I have never had My complaint with Century Link is (if they were to look at their records of calls) I have paid for a nonworking phone and service for over a year; and their response is to start billing me for a different account that someone else may have; but that I do not have 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 CenturyLink is unable to bill at the $rate Mr [redacted] claims he was quoted with the products and services currently on the account New promotional discounts were added to the account on May 5, As reflected on the June 28, bill, Mr [redacted] ’s Internet service is billing at $and the Prism service is billing at $per month for a total of $before taxes, fees, and surcharges This rate will increase as promotional discounts expire, changes are made to the service, or rates increase In an effort to satisfy, a credit was applied to the account for the difference in the billed and quoted rate Mr [redacted] ’s has been billed $(December to June) and should have been billed $($65.99*7) A credit for $was issued on July 12, and should be reflected on the July 28, bill As previously stated, Mr [redacted] ’s June bill is billing correctly for the products and services on his account Since we are unable to provide service at the $rate, I will waive/adjust an Early Termination Fees that might be applied if Mr [redacted] decides to find a new provider Mr [redacted] would need to contact the business office to have an order issued to disconnect the account I will monitor the account and make any necessary adjustments This offer is valid until August 12, CenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy

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 trainingAfter reviewing call billing concerns with [redacted] ***, I verified [redacted] agreed to a new year promotional agreement on June 2, The offer requires auto pay and paperless billing for a reduced monthly rate of $before taxes and fees for monthsThe change request took place two days prior to the account’s bill date so the change didn’t reflect the June billing statement [redacted] was advised of the billing lapse on June 19, after reviewing the same concerns with customer careThe July billing statement then reflected the promotional billing changes going back to June 7, I advised [redacted] the billing in concern was correct and assured all discounts have been applied inconsideration to the agreed offerI provided [redacted] my direct contact information for any further questions or concerns regarding this complaintCenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted] *** [redacted] CenturyLink Customer Advocacy Group

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, Prism services have been installed and working as of April 11, I have reviewed the monthly recurring charges with Mr [redacted] , I advised the total charges before tax at will be $Mr [redacted] has not decided to keep the service due to the difference in the cost originally agreedMr [redacted] will work with me directly on any further changes to his account within the next daysThis issue is now closed pending further review by Mr [redacted] [redacted] CenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: Centurylink appreciates the feedback and would like to address individuals that were involved in this unfortunate situation. If this complainant could provide the name... and account number that the complaint actually applies to, it would be appreciated. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconveniences that may have been experienced. Sincerely, [redacted] [redacted] ***

I have reviewed the Revdex.com Complaint from [redacted] regarding promotional rates and service agreement periodsWe certainly understand it can be frustrating to call in each year to see what new promotions might be available to keep their bill as low as possibleCenturyLink has several promotions going at all times to suite the needs of our customer's varying situations are constantly changingI have reviewed the customer's account notes showing they have been advised their old promotion had expired causing the bill to increaseI do show a new discount was added on 7/6/ but I would recommend they contact our Retention Department to see if there are any other discounts available to even further lower the monthly costsI am unable to add any additional monthly discounts but have added a one time credit of $to the customers account as a courtesy which has already postedWe apologize for the time and frustration this billing dispute has caused our customer Sincerely, [redacted]

CenturyLink appreciates the opportunity to review [redacted] ’s accounts, [redacted] and [redacted] *** Our records indicate [redacted] spoke with a representative on August 29, and placed her Internet service on vacation suspension, which bills at $per month A six-month promotional discount was also applied, giving her a $discount for six month Our records do not indicate [redacted] called to question the $monthly charge until May 22, In addition, she paid the monthly bill, which included the $charge On May 22, 2017, [redacted] spoke with a representative regarding the Internet charges Orders were issued to remove the vacation suspension and disconnect the Internet service Due to an order error, the order to remove Internet never completed Thus, [redacted] was charged full price for her Internet service, as reflected on the June and July 16, bills CenturyLink received a request to migrate [redacted] telephone number to another company on August 5, [redacted] account number was changed to [redacted] for billing of her Internet service An order to disconnected account [redacted] was issued on September 5, 2017, with an August 10, effective bill date The effective bill date will credit previously billed charges back to August 10, 2017, the date [redacted] telephone number was migrated to the new provider In addition, an adjustment for the Internet charges that appeared on the May, June, July bill on account [redacted] ***, as well as the Late Payment Charges on the July bill has been issued A credit for $was issued on September 5, and should be reflected on the Closing bill Since our records do not indicate [redacted] called to dispute the $vacation suspension charge, CenturyLink respectfully denies [redacted] request for further compensation CenturyLink regrets any inconvenience [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 They gave me internet after all so it must not be exsaustedThanks for the help Sincerely, [redacted] ***

I have reviewed the complaint from Brittany disputing an open account at her previous address without her knowledgeI verified there was no internet usage on the account in questionI have disconnected the account order number D and backdated all charges to the activation dateIt seems this account was set up at Brittany's old location trying to restore service that was canceled early before her moveIf Brittany has any questions when she receives her revised final statement she can email me directly for further assistance [redacted] CenturyLink apologizes for this error and will continue to help if needed to ensure it's resolvedSincerely,Mr[redacted]

I have received a copy of the RevDex.com rebuttal filed by Mr. [redacted] regarding the reward card offer. Mr. [redacted] provided an email he received on May 12, 2016, encouraging customers to enroll in automatic bill pay to save time and money. Mr. [redacted] established automatic payment plan on May 19, 2016. After reviewing the email it did not include a [redacted] reward card offer. The reward offers are sent to customer’s direct mail or email, a card value is included, after automatic payment is added, a postcard is sent within 3-5 weeks with online redemption and then the card is sent within 4-6 weeks. Although Mr. [redacted] is not eligible for the offer, as a matter of customer satisfaction I have arranged to send a $50.00 [redacted] reward card. The [redacted] reward card should be received within 4-6 weeks. CenturyLink apologizes for any confusion. Sincerely, Ms. [redacted] CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint regarding a billing error on a closed accountI have reviewed the closed account and show there was a billing error causing new charges after the account was closed I have adjusted the remaining balanceI see there was an order issued to prevent this from charging in the future we apologize for the errorSincerely,Mr [redacted]

I have reviewed the Revdex.com Complaint regarding a delay in having their service installed and the misinformation they received during the processI am sorry to hear about this poor experience we certainly dropped the ball with this order we certainly understand the customer's frustrationThe customer has also filed a complain with our Executive Office it has been assigned to Executive Office Complaints Manager [redacted] She will be in touch with the customer this week to address and resolve the customer's concernsIn order to ensure the best resolution [redacted] is the single point of contact for this customer.Sincerely,Mr[redacted]

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 agreed to adjust the onetime $Early Termination Fee in DisputeI apologize for any inconvenience CenturyLink may have cause Mr*** [redacted] CenturyLink Customer Advocacy Group

Initial Business Response / [redacted] (1000, 6, 2015/11/04) */ 11/4/15: Centurylink has reviewed the customers account regarding the charges billed for the At Ease service they are stating did not requestThe customer is requesting credit for the service for three yearsThe billing statements disclose:"Centurylink should be notified within days after the Centurylink bill date of any billing discrepancies on your statement." The customer was issued a day credit reflected which was reflected on the customers October billing statementCenturylink has issued a one time credit of $to the account giving the customer credit for months.It is up tot he customer to review their billing statements for accuracyThe credit will be reflected on the customers November billingCenturyink apologizes for the poor customer service received regarding this matter ***/Centurylink Manager Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Subsequent to this complaint, the customer also filed a complaint with the ***, complaint number [redacted] in which the company replied with the following response: “Please be advised that CenturyLink has completed a review of the complaint filed by [redacted] ***Ms [redacted] states that this company presents its contracts disingenuouslyShe says she entered into a one-year contract with CenturyLink for internet service at $29.95, but her most recent bill reflected a base price of $She says, upon closer scrutiny of the contract, very small print at the end revealed that the monthly base price of $was contingent upon enrolling in the company's automatic payment program, with a narrow time frame to complete this taskShe says this contract appears to have been deliberately formatted so as to mislead customers as to its termsBy the time they realize their error, they have already missed the enrollment deadlineCenturyLink records indicate that Ms [redacted] placed her order onlineThe online ad clearly states, “Requires 12-month contract and AutoPay enrollment”Under ‘Offer details” it also states, “Limited time offerService and offer may not be available everywhereResidential customers must enroll in CenturyLink AutoPay service (monthly automatic bill pay on account) within the specified promotional timeframe to be eligible for rate.” Finally, Ms [redacted] should have received an order confirmation that advised of the auto pay requirementThe first bill automatically gives the auto pay discount to allow sufficient time to enrollNotes indicate that Ms [redacted] has since added the auto pay option and she was given a $credit for the auto pay discount for the September and October bills (even though her September bill rate was $29.95)” Centurylink provides that this is sufficient to close this complaint as resolved 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