CenturyLink

Our records indicate Ms*** also submitted a complaint with the Federal Communication Commission (#FCC ***) and our Executive Office regarding her concerns. Ms*** has been working with a Manager in our Executive Office. Emails were exchanged on March 15, 20, and 26,
2018. Below is a summary of his findings. To avoid duplication of efforts, the Executive Office Manager will be the primary source of response to address Ms***’s concerns. Margaret Customer Advocacy Group Mrs*** states she was out of service for days in JanuaryAn agent promised her a credit of $330.25, which was her whole bill at the timeShe has not received the adjustment and wants the credit that was promised to her honored When I researched the account I found that on 01/26/Bailey Morgan(PATP076) offered Mrs*** a credit of $This covered the full amount due at the time, $of that was CenturyLink and the remaining $was for DirecTVKaelinn Morse(CRIL014) denied the credit on 01/30/because of the amountShe left a note for Bailey to readjust the amount and resubmit it, since CenturyLink does not credit DirecTV chargesNo one followed up with Mrs*** to advise the credit was invalidWhen she called back, she was correctly advised by multiple agents that the credit was not approved and credits for DirecTV charges needed to be requested through that entityThe January DirecTV charges were higher due to a $unreturned equipment charge from themIt was explained that DirecTV would need to adjust that charge, and then it would show up on the next combined bill we received from them To honor our portion of the credit, I confirmed that $had already been adjusted by CenturyLink agents, so $was needed to ensure the full $was creditedI submitted that adjustmentI also confirmed that she received $credit from DirecTV that is reflecting on her March billFeedback was sent to Bailey for offering an invalid credit and to Kaelinn for not ensuring Bailey followed up with the customer to advise of the rejection

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer ported the services over to CenturyLink and the service went live on February 5th, Part of the delay in the initial service was due to the customer’s request to change the due
date as is annotated on the accountBecause the customer’s phone line installation was delayed either by request or by issues during the poprocess the *** portion of the services were never combined or billed to the customer via CenturyLinkDuring the installation of the *** service, as noted in the complaint, the customer was informed of the independent nature of both *** and CenturyLinkThe *** installation process requires that the customer sign the service order and agreement prior to the installationThe customers signed the installation document that allowed the technician to install the *** and also cover the contract obligation with ***The agent that indicated CenturyLink services come with a day trial and did not say that this applied to ***; this was assumed by the customerThe agent may never even consider that the customer was not aware that *** and CenturyLink were not understood to be separate companies as this is pretty common and widely understood information*** is simply an option that we offer to combine bill as a convenience for the customerSince there isn’t a day trial for *** the agent was only referring to the Centurylink services even if unfortunately the customer understood it to be applicable to both companiesDue to the fact that all the *** services were installed, sighed for and billed directly by ***, the customer will need to escalate this via *** for remedyCenturyLink only has access to these charges when it actually bills through CenturyLink as a bundled product that is combined on a CenturyLink accountCenturyLink 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

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
Sincerely,
*** ***

I have reviewed the complaint from *** requesting his *** security deposit back from CenturyLink. If the customer's account was bundled together on the same bill any credits sent to CenturyLink by *** would have shown up on the account as a credit. They would not send
us a customer's deposit for us to send a check to the customerIf the customer can provide me with their CenturyLink account number I would be happy to see if I can access the old bills to check on this issueThe only other thing that could help is if the customer can find out from *** the method of releasing their deposit Sincerely,Mr.***

I have reviewed the Revdex.com Compliant from *** regarding a billing disputeI have reviewed the closed account notes and bill showing the requested credits have already been given and applied this has been resolvedIf the customer has any additional questions I'm happy to
help.Sincerely,Mr.***

Initial Business Response /* (1000, 4, 2015/10/02) */
10/2/Centurylink has reviewed the customers account regarding their request to be credited for their internet charges due to problems they experienced with their serviceThe customer stated they were advised by a technician the speed was 33%
less than they were paying forThe customer is requesting service credit totaling $The customer disconnected service on 9/9/The account was issued service credits in August, 8/5/$and on 8/25/of $The customers account was issued credit of $todayThe customer will receive a refund in the next thirty daysThe customer does need to make sure they mail the leased equipment back to avoid being billed for the equipmentCenturylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I'm glad to get the money back for the service that we paid for but wasn't provided, Century Link needs to take a hard look at how they handle customer service
The fact that the tech gave me the number for his boss, ***, a manager in Boulder, who didn't return a single one of my multiple calls is stunning*** should be fired, because all *** did by not responding was push the work on to somebody elseWhy would you want schmucks like that working for your company? I sure wouldn't
Moreover, the amount of time I've wasted tracking down this money comes nowhere close to what we should actually getQuite frankly, the service should have been free
We will never use Century Link again and we will certainly spread the word that it's a second rate sham of a business that only gives you a refund after fighting them for months

Complaint: ***
I am rejecting this response because:
They haven't taken care of the problem But here is the account numbers I had with them The original account where they charged me for services I never signed up for or used ( except for the Internet) is *** The *** was closed and they opened up a new account under account number *** and transferred the valid charges to the new account I paid out and closed the *** and I actually over paid and they sent me a rebate check for around $ They then reopened the old account for some reason and said I owed them for services I never ordered or used and for services that I had already paid for under the new account
Sincerely,
*** ***

03/28/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, I found no records of waiving the late fee associated with the Feb 20, 2016:Account *** *** Billing
Date Feb 20, Previous Balance Payment Received 2/8/Thank you! -New Charges Due 3/11/(includes Late Payment Charge 7.00)--------------------------------------------------- Total Amount Due $Your account is past due in the amount of $If already paid, please disregard.This late fee is a valid fee as Ms*** did not pay the previous balance in full by the due date and again on the following bill statement of Mar 20, 2016:Account *** *** Billing Date Mar 20, Previous Balance Payment Received 3/4/Thank you! -New Charges Due 4/9/(includes Late Payment Charge 7.00)--------------------------------------------------- Total Amount Due $Your account is past due in the amount of $If already paid, please disregard. However, on 03/24/2016, an agent did issue an adjustment of $as a courtesy for months of late fees leaving the above balance due as $163.84.I advise Ms*** to pay each bill statement in full to avoid valid late fee charges, as CenturyLink will not adjust future late fee chargesCenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’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,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: ***
I am rejecting this response because: we have had phone service through centerylink for years But this list to be added on internet port Does Not recocgnize our house address Funny how Centery link bill comes everymoth but the company doesn't recognize address: *** *** *** ** ** *** ** *** Home phone ###-###-#### More ports need to be added and database needs to be updated to accept peoples addresses....plus Need to add ports!!!!!
Sincerely,
*** ***

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaintAt CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our trainingAs of the date of this reply, the
customers final bill reflects the backdating of the service to the disconnection date and the balance owed is $ CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***

Initial Business Response /* (1000, 4, 2015/11/11) */
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*** for full account review in regards to his complaintI agreed to have our PRISM group add a new month promotion in addition to the current promotionsI advised Mr*** to contact our loyalty group once the internet promotion is fulfilled to review any new offers that might be availableMr*** is satisfied with the new offer and billing explanation
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/11/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
while not fixing the problem, theyoffered discounts, albeit temporary,to offset the increasesI will still have to negotiate prices next May for scheduled increases.The Greeks said it best " Cavet Emptor", let the buyer bewareThank you for your help*** ***

CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her account, ***. 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 records do not reflect that Ms*** returned her leased modem when the account was disconnected on December 7, 2015. She was correctly billed the purchase price of the equipment. In an effort to satisfy, a credit for the modem ($106.49) was applied to the account on May 4, 2016. Since the account is closed, a refund check will be mailed. I have updated the address to the new address Ms*** included on her Revdex.com complaintA request has been sent to our accounts payable group to have refund check #*** for $re-issued. This request can take 10-business daysCenturyLink regrets any inconvenience Ms*** has experienced*** CenturyLink Customer Advocacy

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Tech visits to the home are different that tech dispatched to check the remote terminal which does not require a visit inside the home A tech may
actually go to the home and check the signal at the point of demarcation which is the network interface on the outside of the house If it is determined that the signal is good to the interface on the house, the tech may not actually alert the customer to the visit Anytime a request to visit the home involves a tech enter the home to evaluate a customer’s connection inside the house it usually is required that the customer is provided a disclosure that any work done inside the home not covered by a pre-existing service agreement is subject to an $trip charge if no trouble is found on the outside (or on the CenturyLink side) of the connection In additional to this, the customer may also be charged additional time and materials should they be required Since the signal to the customers terminal indicates a very stable connection and since the stats also indicate that the service is at 99-100% purchased rate, a tech visit to the home and inside the house technical troubleshooting may be needed It is also important to note that there isn’t any mention of whether the issues stated in the complaint are via a wireless (wi-fi) connection or wired connection directly from the modem to the device(s) in the home This is significant as the wireless connections will normally never be as reliable or as robust as the wired connection (regardless of carrier) The customer will have to contact me directly to have a tech visit to the home to troubleshoot on premise at no charge I can be reached at *** *** to have this done 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

Complaint:
I am rejecting this response because: I have tried multiple times to have HBO removed from my account. If you look at my account billing statements from June - June you will see that HBO was never part of our package. As I stated before, I would assume HBO was part of the "new" service package that we were forced to switch to in June and was more than likely free for a period of time. Once I realized I was being billed for this channel, I actively tried to have it removed. Unfortunately when you call CenturyLink, you are transferred a minimum of times to different agents because the number listed on the account statement does not take you to where you need to go. First I am transferred to the service group that handles Omaha, because apparently we are a separate group. Then I am transferred to another agent because they don't handle account changes, then I am transferred to yet another person who claims they will take are of the matter and then when I receive the next month's statement, the charges are still there or I am told the agent is unable to help me because that is not there area. The last time I tried calling Century Link, I was transferred to different people, then the call got dropped. I then had to repeat all of this and was then told after more transfers and an hour of my time, they were unable to assist me. This was a typical Century Link interaction. According to my log of contacts with Century Link, I have called them monthly for the past months to have this resolved. I have been told it was taken care of, only to have the charges continue on the next statement. At this point I am contacting the Nebraska Public Service Commission to see if they can also be of assistanceI am tired of the run-around and the lies.
Sincerely,
*** ***

01/25/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Mr***’s CenturyLink account, I found the issue to be already resolvedMr*** had been working with CenturyLink Customer Advocacy ***
The resolution was met to adjust the b***ce on the account in the amount of $leaving a zero b***ceThe request was made to remove the account from collections and any adverse affects of.As this issue was already resolved, CenturyLink has closed this Revdex.com complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her account, ###-###-#### ###. 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 wellOur records indicate an order was issued on April 8, to remove the Prism service. The April 4, bill reflects $in Prism charges. A credit for $was issued on April 13, and should be reflected on the May 4, bill. I will monitor the account and adjust any Prism charges that may appear on the May 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

See prior complaintsThe bank was closed which is why the account was changed on automatic billingI am not responsible for your companies failed attempts at updating my payment methods after calling on multiple occasions.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: It is true that when an account is live the account information can be located with the phone number; once the account is closed, it cannotCenturylink appreciates that the customer provided the account information and has confirmed that the issue as stated by the customer has been addressed and that the charge for unreturned equipment has been issuedCenturyLink appreciates the feedback and will use this to address the individuals that were less than helpful when the customer tried to get this addressed prior to filing this complaintCenturyLink 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 Ms*** accounts, *** *** *** *** *** *** and *** *** ***. I would like to apologize for the less than exemplary service that Ms*** and Ms*** recently received from CenturyLink representatives
Our records indicate Ms*** spoke with a representative on November 10, to move her service to a new address. Her current account number was *** *** *** at *** *** *** *. This order completed on December 2, and service was installed at *** *** *** ** *** *. The account number changed to *** *** ***. At the time the service was moved, the balance due on account *** *** *** was $549.35, as reflected on the November 10, bill. Account *** *** *** was disconnected on December 27, 2017. The account had a history of suspension for non-payment, payment arrangement that were made and not kept, and failed/rejected payments. The current balance due is $ Our records indicate Ms*** spoke with a representative on December 12, and ordered new Internet service at *** *** *** ** *** *. This order completed on December 14, 2016. Thus, Ms*** had two accounts at *** *** *** *. No payments were made on this account and it was suspended for non-payment on March 20, 2017. The account was disconnected on May 8, 2017, with an effective bill date of March 20, 2017, leaving a balance due of $238.91. An adjustment for $was issued on December 29, 2017. The account currently reflects a zero-balance due CenturyLink regrets any inconvenience Ms*** and *** has experienced Margaret CenturyLink Customer Advocacy

CenturyLink appreciates *** *** giving us the opportunity to review his concernsI would like to apologize for the less than exemplary service Mr*** recently received from CenturyLink representativesHis 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 well Our records indicate the account for *** *** *** was disconnected on September 13, and a credit of $206.07cr was issued on March 23, to zero out the accountThe account was also pulled back from our outside collection agent and we have requested any negative credit reported be removedCenturyLink regrets any inconvenience Mr*** experienced***CenturyLink Customer Advocacy