CenturyLink

CenturyLink has reviewed our previous responses to *** ***s issue. After careful consideration, we find our original investigation and response to be valid. The appropriate credits were applied to the accountThe bills were reviewed and the charges are validFor further questions please feel free to contact our team at ***CenturyLink has closed this complaintSincerely, *** ***

I have reviewed the Revdex.com Complaint from *** regarding a contract and billing dispute. I reviewed the closed account and show the customer was on a month term commitment promotionWe advise customers when the order is placed, confirmation letter and each month on
their bill about their term commitment and wen it expiresThe following was on every bill the customer receivedYou are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 11-16-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill There are no account notes indicating the customer wanted to remove auto pay the customer made payment arrangements on 12/31/15, requested payment arrangements on 2/3/16, asked about telephone assistance on2/8/Based on the findings the charges were correct and sustainedI have requested a pre paid return label be sent to the customer so they can return the modem and not be chargedThe return number they need to put on the label is *** and keep the tracking number in case we need to verify it has been returnedCenturyLink apologizes for any frustration this situation has caused for our customer they can always call our billing department with any further questions they have.Sincerely,***

CenturyLink is unable bill at the rate Ms*** claims she was quoted. An offer was made by our Escalations Representative on July 8, 2016, which was accepted by Ms***. While Ms*** accepted the offer, if she would like to disconnect her service, I will waive/adjust any Early Termination Fee that might be applied. Ms*** would need to contact the business office by August 19, to have an order issued *** CenturyLink Customer Advocacy

05/10/2016CenturyLink has reviewed our previous responses to Mr***’s issueAfter careful consideration, we find our original investigation and response to be valid. CenturyLink had sent a prepaid return label to Mr*** and he did not return the leased equipment to CenturyLink, CenturyLink finds the charge to be sustained as valid with no credit adjustment being warrantedCenturyLink has closed this complaintSincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

02/03/CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings: Our records indicate the customer contacted CenturyLink on 05/05/to find out whether she qualified for any discounts that would help to lower her monthly bill
The notes associated with this contact reflect the customer was offered the opportunity to renew a $discount for her internet product, which she acceptedThe order was not completed prior to the date her May billing statement had already processed, therefore the customer was provided a manual credit adjustment for the $discount on 5/26/The customer’s 06/12/billing statement did not reflect the offered credit and the customer didn’t pay the full balance owed for this statementShe paid her current charges, less the $difference in what she was expecting for the promotional credit to provide, leaving the $as a balance forward on the account for the 07/12/billThe 06/12/billing statement reflected a prior balance of $81.31, the customer’s payment of $57.31, a manual credit of $(provided for the missing discount on the May bill) and $in current chargesThe total amount billed was $The 07/12/bill processed, reflecting the $balance forwardThis bill didn’t reflect the $promotional offer eitherThe 07/12/billing statement reflected a prior balance of $81.83, the customer’s payment of $57.83, the $balance forward and current charges in the amount of $The total amount billed was $106.87.On 07/27/the customer called in to Customer Service to discuss her account balance and billingIt was determined the order placed on 05/05/to add the $promotion did not appropriate complete, resulting in the discount not applying to the past statementsAn order was placed at this time to add a plan to the customer’s account, upon agreement by the customer, that would provide her with new discounts and the pricing she was expectingDuring my investigation and bill review, back and through June 2015, I was able to determine the customer did not receive the expected $monthly discounts for the months of June or July, Based on my findings, I have applied a credit adjustment in the amount of $to the customer’s account to compensate her for the missing discounts.The customer’s account currently reflects a credit balance of $48.00, which will apply to the account charges until it is zeroed out.We apologize for any inconvenience Ms*** may have experienced regarding this matterSincerely, Mrs*** 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: CenturyLink apologizes for the delay in addressing an issue regarding any of the poles used to support access lines for phone or other servicesIf the issue of the downed pole is still an issue
please has the complainant contact the Executive office manager handling this complaint at *** for further assistanceThis will be the customer’s single point of contact to resolve this issueCenturyLink 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

Final Consumer Response /* (2000, 5, 2015/10/29) */
I would like to cancel this complaintI am being helped with this issue by the company at the present time

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*** feels he 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 Our records indicate Mr*** signed up through the InstaLink customer portal on February 15, and paid $for one month of pre-paid Internet service. He agreed to recurring billing of this service. Recurring billing occurred on March 15, 2016, which paid the account through April 14, 2016. The account was cancelled on March 30, 2016. The system automatically refunded the un-used portion of the month (March to April 14), as a $credit was applied to his card On April 18, 2016, a representative agreed to credit the rest of the March 15, payment. The credit was rounded up to $for the inconvenience. The credit was applied to Mr*** credit card in two separate transactions: $and $4.54. Mr*** was charged $on March 15th and has received $in credit *** CenturyLink Customer Advocacy

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: There isn’t one late payment fee in the last months that has been charged to this accountOn February and again in March of the customer inquired and had the
autopayment/paperless billing discount criteria as needed to provide and additional discount to the accountThe customer has already been given a courtesy discount to retain the customers business of $on September 9th, as a courtesy over the misunderstanding regarding the promotions and the criteria required to get the additional discountsThere are no late fees to adjust and the customer is aware of the criteria for the promotional discountsNo further discounts are warranted at this time and CenturyLink provides that this is sufficient to close this complaint as resolvedCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
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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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***My updated address is ** *** *** *** ** ***.
Sincerely,
*** ***

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,
*** ***

CenturyLink appreciates Ms*** writing regarding her 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

Complaint: ***
I am rejecting this response because:What a lie! Amazing how many liars in this company.One of your colleague reached out to me, confirmed I was quoted $and now my bill has been changed to $19.99, she also promised to continue monitoring my account for the next few months to make sure it will stay that priceTalk to her and make sure you take your lie back!*** *
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*** *** *** ***
***
Sincerely,
Yi Zhang

I have reviewed the complaint from *** regarding her bill being higher than expectedI reviewed the account notes and bill showing she is currently getting every possible discount on her current services we have available*** is currently receiving $in monthly
Prism TV discounts and $internet discountsEach individual discount is detailed on the bill and the date they each expireWe understand how this can be confusing to our customers since each individual discount can have a different expiration dateOur new pricing structure doesn't have a service agreement, no early termination fees and the rate never changes for the life of the accountI would recommend *** contact our Customer Care Team when her current promotion expires and change to our new price for life optionCenturyLink apologizes for any misinformation *** has been given and the frustration it has caused.Sincerely, Mr.T***

CASE ID: *** 09/14/CenturyLink has received a copy of the Revdex.com complaint for *** ***Below are our findings: Review of Mr***’s account confirms an order to port his services to another provider was received and processed on 07/19/It is
CenturyLink’s policy to assess a disconnection service order charge, in the amount of $12.00, whenever this type of order is processedThe charge for the disconnection was billed to Mr*** on his final CenturyLink statement, dated 08/04/Since this is a valid charge, CenturyLink will not be issuing credit toward the account in association with the $feeCenturyLink apologizes for any inconvenience Mr*** may have experienced regarding this matter Sincerely, Mrs*** CenturyLink Customer Advocacy Consumer /Small Business Sales and CareTell us why here

Initial Business Response /* (1000, 6, 2015/12/04) */
In review of the account, Ms***'s service was installed November 21, The order was delayed due facilitiesA $credit has been applied to the accountIn addition the $modem purchase and $activation were waived
This issue is resolvedCenturyLink apologizes for any inconvenience
Sincerely,
Ms***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 8, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business

09/06/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon receipt of Mr***’s Revdex.com complaint, I requested CenturyLink’s executive repair, ***, to contact and assist Mr*** with
his internet issues*** attempted many time to contact Mr*** with no success*** left several messages with a contact number and has not received a return call. *** conducted an extensive investigation and found that Mr***’s modem has sustained connection however there was days with no usage (06/13/2016, 06/22/and 07/13/2016)Unfortunately, there is no way to determine if this was due to Mr*** not utilizing the service or due to an outage as Mr*** did not call to troubleshoot these issuesI have, as a courtesy, issued days of out of service credit in the amount of $($average monthly recurring bill / days within a bill cycle = $per day (rounded up) X days out of service = $total credit)CenturyLink only offers credits for out of service when the service is non-functioning for a full hours and must be reported to CenturyLink internet help desk (***) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notationsCenturyLink provides toll free numbers on each of Mr***’s bill statement of CenturyLink’s customer service number (***) and CenturyLink’s repair number (***). Per a conversation on between Mr*** and CenturyLink’s support team on 07/15/2016, it has been concluded that the issue is due to a wireless connectionCenturyLink does not guarantee the speeds and connection due to the possibility of so many out of our control possibilities of interferenceThis is the reason we do not charge for this portion of serviceWe do our best effort to support but again can’t guarantee it. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationAs CenturyLink has made multiple attempts to assist Mr***, CenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Revdex.com:
Century link offered a credit for the disputed amount as a result of this complaint. Please close this complaint and remove if appropriate Thank you for your help
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by *** *** ***, regarding a billing disputeAfter investigation of *** ***'s account it has been found that this issue has been resolved by our customer careOUr records indicate that *** *** was sent a refund
check for $but had also submitted a stop payment through his bank which went through so the refund check was then debited back to the account to avoid the customer being refunded twiceFor further questions plese feel free to contact our team directly at ***Sincerely, *** ***