CenturyLink

Complaint: ***
I am rejecting this response because:I have received the phone message from ** I returned the call, but reached voicemail To reiterate, I am not disputing that I owe a small amount, I am disputing that I owe the termination fee I did not ask for a new "plan" or a new "contract" Therefore I should never have been liable for the penalty
Sincerely,
*** ***

05/12/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’ CenturyLink account, I found no notations that Ms*** was offered a $bill credit for signing up for internet with her
existing home phoneHowever, per the chat log, I have issued a credit adjustment in the amount of $to the account.CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’ issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationCenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the complaint from *** regarding poor internet serviceI checked the customer's line showing the problem has been resolved it's running at 100% up and download speeds with a stable connectionThe account notes show she was given a credit for the downtime and service issues
We apologize for the service issues and happy to further assist as needed.Sincerely,***

CenturyLink appreciates the opportunity to review Ms***’s accounts, *** *** *** and *** *** ***. Account *** *** *** This account was disconnected on June 15, 2015. There are no notations on the account that indicate Ms*** requested the disconnection of this
account prior to June 15, 2015. A June 15, Closing statement was issued reflecting a balance due for $26.50, which was paid on July 16, 2015. The account was correctly billed $for an unreturned modem on August 17, 2015, as our records do not indicate Ms*** returned the equipment. A payment for $received on October 16, 2015. Per the Revdex.com complaint, Ms*** indicates she made the payment to the wrong account. Thus, this was not a CenturyLink error. Since there was an outstanding balance, the payment could not be transferred to Ms***’s other accountAccount *** *** *** Our records indicate Ms*** spoke with a representative on November 4, and made payment arrangements. The October 28, bill reflected a balance due of $238.51, of which $was past due. When the arrangement was not kept, the account was suspended for non-payment on November 16, 2015. Per Mr***’s request, the account was disconnected on November 18, 2015. The November 18, Closing bill reflects a balance due for $282.66, which includes an $Early Termination Fee. While the charges on both accounts are valid, a credit for the $payment and the Early Termination Fee has been applied to account *** *** ***, in an effort to satisfy. A credit for $was issued on January 14, 2015. Currently, account *** *** *** reflects a $balance due*** CenturyLink Customer Advocacy

Initial Business Response /* (1000, 7, 2015/12/28) */
To whom it may concern:
I have received and reviewed the customers' complaint and found the following:
If the customer is still have trouble, please have the customer contact the executive office manager handling this case at the time of the
issue and CenturyLink will try to isolate this issue and get it resolved
CenturyLink 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
XXX-XXX-XXXX
***@CenturyLink.Com
Initial Consumer Rebuttal /* (2000, 9, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is my company that has had the problem with their serviceWhy should I go through the trouble of trying to get in touch with a nameless titleThat person should call me at my Practice and set up a time to go over the problems and how he or she is going to resolve themI have already had my fill of customer service people from their company not getting anything done

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11815515, and find that this resolution is satisfactory to me
Sincerely,
*** *** I am not very happy with Centurylink, for promo promise, that were liesBut will resolve this as a lesson learnedNever trust centurylink

CenturyLink appreciates Ms*** 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 verified Ms*** had been advised on June,
06, that auto pay is a requirement for the promotional rate of $Once auto pay is set up, Ms***’s Internet rate will be reduced from $to $before modem lease, taxes and feesInconsideration to Ms***’s misquoting claims, the early termination fee can be waived within in the next days without penaltyI will notate Ms***’s account regarding the cancelation optionI apologize for any inconvenience CenturyLink may have cause Ms*** CenturyLink Customer Advocacy Group Tell us why here

04/21/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:I apologize that Mr*** was given misinformation in regards to CenturyLink’s credit check procedure in regards to the type of inquiry is performedCenturyLink
performs a hard credit inquiry on all new customers who are requesting service to determine if a deposit is required before an order can be placed.I sent a request to have the hard credit inquiry changed to a soft credit inquiryThis process can take up to days to completeCenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’ 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.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Mrs*** 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 verified Mrs*** was told the Early
Termination Fee would be waived, therefore I credited back the $chargeMrs*** will receive a refund check 7-business days from todayI apologize for any inconvenience CenturyLink may have cause Mrs*** CenturyLink Customer Advocacy Group

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 complaintPlease 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 complaintSincerely, *** *** Executive Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
I have not not received and checks from you business and am no longer expecting one as I have disputed the charges with my credit card company which refunded me.
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint from *** regarding a disputed service agreementI reviewed the account notes showing *** called in on 01/20/asking why her bill went up she was advised her month promotion had expiredDuring the phone call the notes show the customer
agreed to a new month promotion and was advised when the agreement expiredEvery month after that we reminded the customer on their bill how many months were left on the service agreementWhen the customer called in May to cancel they were advised of the early termination fee for canceling before 1/22/in order to waive this fee we had to add back the discounts we gave her for being on a service agreement. We waived the $fee and charged back discounts given of $After prorated credits that left an unpaid balance of $on this closed accountBased on my findings this balance is sustained as valid.Sincerely,***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink finds the customers settlement request reasonable and has adjusted the #in early termination fees charged less $for a total refund of $Please allow up to three weeks
for this to arriveCenturyLink 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

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: Centurylink has issued and adjustment of $in lieu of the initial misquote and subsequent expiration of offers made and accepted per last time the customer file
a Revdex.com complaintAt that time the customer was told what to expect going forwardThat said, there isn’t any pricing in the range that the customer was previously quotedThe customer will need to contact sales and service to see what is currently available and if acceptable decide whether to continue the service or notNo further adjustments will be issued and since the quoted price would have expired at this point, the account will be noted so that the customer, if they choose to change service providers, will not incur an early termination feeCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***

I have reviewed the Revdex.com Complaint from *** regarding ongoing internet speed issuesI have checked the Customer's service and show it is still slow running at 89% download and 32% upload speedsI sent a request to our Internet Escalations Team to contact the customer and help
resolve this ongoing issueI have also credited the account $for the poor serviceWe apologize this hasn't been resolved yet our Escalations Team is our highest level of support they will be able to help.Sincerely,Mr.***

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 trainingUpon review, I will need more clarification regarding what is
being disputed in this complaintI could only locate a business account with concerns about a modem returnPlease provide the account number for this complaintOnce the requested information is provided, I will respond with my findings** CenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: In lieu of the fact the customer had already been told this would be adjusted and an adjustment issued that was subsequently canceled I have issued and
adjustment in the amount of $for the early termination fee 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, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

CenturyLink appreciates the opportunity to review Mr*** account *** *** ***. Mr*** spoke with a representative on January 25, 2017, as his promotional discount was expiring. An order was issued to upgrade his Internet speed and add a new 24-month promotional
discount with term commitment. The account was disconnected on December 5, 2018. Mr*** was correctly billed an $Early Termination Fee on the December 6, Closing Bill As stated on the monthly billing statements, Mr*** was receiving a reduced monthly rate for his High-Speed Internet service because of the 24-month term commitment. Mr*** was receiving a $promotional discount each month. The Early-Termination Fee is not a penalty. Rather, it is an offset or recovery of CenturyLink costs related to early termination and the discount associated with the term commitment. There are no notations on the account that indicate Mr*** called to question the verbal commitment or the associated discounts. The following verbiage was reflected on his December 1, bill; YOU ARE RECEIVING A REDUCED MONTHLY RATE FOR YOUR HIGH-SPEED INTERNET SERVICE BECAUSE OF YOUR MONTH TERM COMMITMENT. WHEN YOUR CURRENT AGREEMENT EXPIRES ON 01-10-YOUR MONTHLY RATE WILL CHANGE TO THE STANDARD RATENOTE: THIS DISCOUNT MAY VARY DEPENDING ON THE PRESENCE OF AUTOPAY AND PAPERLESS BILL. As stated in his Revdex.com complaint, Mr*** had signed up for paperless billing. Thus, he received a ‘bill ready’ email notification each month. The notification 1) advises customers their bill is available for viewing online, 2) provides a link to the MyAccount login page, 3) reminds customers to check for Important News or Regulatory Notices. It is the customer’s choice or responsibility to review the complete bill via the MyAccount link The December 6, Closing bill reflects a credit for previously billed service from December to January 1, as CenturyLink bills a month in advance. The amount reflected on the Closing bill ($credit) is more than what Mr*** was billed each month ($29.99), as an error occurred and the $discount was not pro-rate and deducted. While Mr*** received excess credit, CenturyLink will not be debiting the account for the mistake. This credit ‘off-set’ the $Early Termination Fee, leavening a balance due of $96.82. The balance due is valid and has been sustained. CenturyLink respectfully denies Mr*** request to have Early Termination Fee refunded. Margaret CenturyLink Customer Advocacy

1/27/16: Centurylink has reviewed the customers account regarding the delay they encountered with getting service workingOur records indicate the customers service order was completed on 12/21/The customer called in stating the service was not workingThe cable was repaired on 12/26/
and again on 12/31/The customers account was issued a $due to the delay they encounteredThe credit will be reflected on the customers 2/20/billing statementCenturylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager

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 In an effort to satisfy, an adjustment has been applied to the account for the Early Termination Fee on the June 17, Closing bill. A credit for $was issued on July 12, 2016. The account currently reflects a credit balance of $18.27. Since the account is closed, a refund check will be issued. CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy