CenturyLink

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 complaintThe Name, the address or combination thereof as well the
phone numbers listed in the complaint did not return any account information; PO boxes cannot be used to determine service addressThe customer may reply with the information needed via the Revdex.com or 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 and the service address and any other info as is printed on the billCenturyLink 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, *** ***
*** *** *** ***
*** *** *** Consumer/Small Business Sales and Care

Complaint: ***
I am rejecting this response because:Century link has requested documentation as to my quote and the invoices that are I am contestingPlease note that they recently sent me a bill that is for a time period after I cancelled their service.
Sincerely,
*** ***

I have reviewed the complaint from *** regarding a disputed early termination fee on their closed accountI would be happy to investigate this issue and see what I can do to help if they can provide me with the closed account numberI was unable for find it with the information provided
Sincerely,Mr.T***

01/30/2017 I have received a copy of the Revdex.com complaint filed by *** ***, regarding a billing dispute. Unfortunately, Mr*** 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 frustration Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, ***. I would like to apologize for the less than exemplary service that Mr*** 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 escalation representative contacted Mr*** on February 19, 2016. In an effort to satisfy, an additional $twelve-month promotional discount was offered. Mr*** accepted the offer. I apologize for any miscommunication that occurred. CenturyLink regrets any inconvenience Mr*** has experienced***
CenturyLink Customer Advocacy

CenturyLink appreciates Ms*** writing regarding his recent experience with our company. I regret to inform Ms*** that she 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 attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessful in finding an account in Ms***’s name. Once this information is received, CenturyLink will be happy to investigate the complaint. ** CenturyLink Customer Advocacy Group

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, ***. I would like to apologize for the less than exemplary service that Mr*** 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 A credit for the $deposit was applied the account on July 11, A request has been submitted to have a refund check issued. CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy

CenturyLink appreciates *** *** 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 *** ***’s CenturyLink account does
have a credit balance on itWe have spoken to his office on a few occasions and advised them that we need to verify funds with their financial institution prior to processing the refundThis process is required to proceedThey may contact our financial service office directly at ***Centurylink does not have *** ***’s account set up on autopayIf the payments are being paid automatically, he will want to get in contact with his financial institution as it may be set up directly on their bill pay systemCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** *** CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing disputeAfter investigation of Mr. ***'s account it has been found that a credit was supplied on Jan 10/bill for $29.99 and new promotion was added to the
customers account which reflected on 02/10/statementThe customer will need to set up auto payment to receive the $rate before taxes and fees otherwise it will default to the $rate for not having the auto payment set upWe have reviewed the customers line and signal strength and it looks very good from our endWe have requested that our technical support specialists look into the customers service issues and contact Mr***They typically make contact within hours to helpWe apologize about the frustration encountered and appreciate the opportunity to investigate Mr***s concernsSincerely, Mr***

I have reviewed the Revdex.com Complaint from *** regarding modem charges disputeI would be happy to further assist with this issue if the customer can provide me with their CenturyLink account numberSincerely,Mr.***

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a call handling disputeAfter investigation of Mr*** account it has been found that the customer was transferred several times trying to change his auto payment on the
accountWe would like to thank Mr*** for taking the time to notify us about the unsatisfactory customer service experience that he encounteredThat's not how we do business and I certainly don't enjoy hearing the treatment you receivedPlease accept our apologies for not meeting your expectations we have placed a $dollar credit on your account for the troubles. Sincerely, Mr***

I have reviewed the Oct 23rd bill the customer has questions on for being higher than expected. The $bill includes a one time hook up fee of $31.00, taxes fees and surcharges of $10.79, a $chargeback from the previous months bill,$20.00- $10.00(3of 4) discounts net $10.00 voice charge, partial month charges from 10/20/-10/$On 11/17/we issued a credit of $for activation fee and one time charges. We apologize for any confusion with the bill if they have additional questions we are happy to helpSincerely,Mr.***

I have reviewed the billing complaint from *** regarding disputed charges for services she didn't requestUnfortunately she didn't provide the account number nor what the specific charges in question are forI would be happy to further assist with this dispute if she could please provide me
the account number I was unable to find it with the information providedSincerely,***

Complaint: ***
I am rejecting this response because it never should have happened the way it didIf work would have been done as requested and promised, it would have been done correctly the first timeTo only credit for one month for all the headaches and troubles is an insultIt just goes to prove that Centurylink does not care about their customers or the service they provideAt the very least, I will accept an offer of a credit of services for months.
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/07/31) */
CenturyLink appreciates Mr*** 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 training
I
made contact with Mr***, I explained CenturyLink disclosed all terms of service in welcome letter as well on first billInconsideration to service removal within a couple bill cycles, I agreed to credit half of the billed early termination fee of $I referred Mr*** to *** in regards to any *** disputed billingMr*** accepted credit to satisfy and resolve Revdex.com dispute
JJ
Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I think the company uses miss leading tactics when signing people up for there servicesI will not be doing any business with them in the future and I will be selling the stock that I have with the companyAnd I will be telling everyone I know not to do business with them

Complaint: ***
I am rejecting this response because: I have already returned all of the Prism equipment. Please see the letter below from *** at Centurylink stating this. Dear ***, Thank you for your recent e-mail inquiry to CenturyLink.After reviewing you account, I have applied a total credit of $for the return Prism Set Top BoxesThe remaining balance on the account is $due on January 20, 2016. CenturyLink appreciates your business and values you as a customerOur goal is to provide you with excellent customer serviceIf you need further assistance, please visit us at *** for a variety of customer service options***Please retain Task ID *** for future reference to this e-mail*** Sincerely, ***
Sincerely,
*** ***

I have received a copy of the Revdex.com rebuttal filed by Mr*** ***, regarding his billing dispute. I have reviewed his account and found the following: Mr*** is not under any term commitments with CenturyLinkIf he would like to make changes to his CenturyLink service he should call * *** ***However, the term commitment he has is with ***Because we are independent companies, CenturyLink is only able to address concerns Mr*** has with his CenturyLink billingThe *** promotions and early termination is assessed by ***, not CenturyLinkMr*** will need to contact *** regarding his disputeMr*** can contact *** at * *** or in writing at the following address: *** *** *** ***
*** *** ***
*** *** ** *** Sincerely, Ms*** CenturyLink Customer Advocacy

CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her account, 627-242. I would like to apologize for the less than exemplary service that Ms*** 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 Our records indicate Ms*** move completed on November 9, 2016. An order error caused a change in the due date. Ms*** spoke with a representative on December 5, 2016. A credit for $was applied to the account, in an effort to satisfy. The credit should be reflected on the December 16, bill Ms*** is a valued customer and I apologize she was not treated in this manner. CenturyLink regrets any inconvenience Ms, *** has experienced *** CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer did meet the day free trial threshold and has already been given adjustments to offset the charges billed for PRISM servicesThe trial period for this product differs from other
trial offers which may also be days but are not freeCenturyLink apologizes for the confusion and appreciates the opportunity to resolve the issues and or concernsCenturylink has also adjusted the early termination fee as it should have been waivedThat is adjustment number *** in the amount of $which should appear on the next (May) billing statementCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

I have received and reviewed the Revdex.com complaint from *** disputing early termination fee on closed accountI researched the history of the account and confirm the customer was given a new contract in 8/when they reconnected service instead of finishing the original
contractBased on this information along with the customer moving out of our service area I have adjusted the $feeThe customer will be responsible for the balance on the closed account $Sincerely,***