CenturyLink

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11785363, and find that this resolution is satisfactory to me
Sincerely,
*** ***

I have reviewed ***'s complaint regarding slow internet service causing her to cancel our serviceI reviewed the account notes for the past two years and don't show the customer had ever called in requesting assistance with slow internet issuesUnfortunately the customer has since canceled their service so we can't test the lineThe majority of the balance still owed is for *** ** service not CenturyLink chargesIf they have any disputes with those charges they would need to contact *** ** they address their own billing complaintsSincerely,Mr.***

Initial Business Response /* (1000, 4, 2015/11/06) */
11/6/Centurylink has reviewed the customers accounts regarding the problems they encountered with being billed for service after the customer requested the account be disconnectedOur records indicate the customer requested the service be
disconnected and was notThe account reflected the service was placed under *** nameThe account does reflect orders were issued to disconnect the service and were cancelledThe account was reactivated as the customer indicated they had requested the landline service be ported to another service providerCenturylink has credited the remaining charges of $on the final bill with customer code *** The payment the customer made of $was also credited today on customer code *** bill as the customer had requested the service be disconnectedThe customer will be sent a refund check in the next four weeksThe customers request for compensation is deniedCenturylink is not required to compensate customer for their time,lost wages etcCenturylink apologies for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the refund and apologyI forgive you, employees of Century LinkI sincerely hope you make changes to your billing, customer service, and technical support departments in order to better serve your existing customersI am no longer one of them

Complaint: ***
I am rejecting this response because:we have had intermittent service for over years now and have missed numerous days of work waiting for repairmen to show$is almost an insult compared to the problems we have had to deal with
Sincerely,
***
***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: The account was disconnected and two attempts to send labels for the leased equipment were issuedOne on April 18th and the other on May 1stThe customer has also
inquired as to how to return the equipment and is aware that it needed to be sent backTo date, it doesn’t show as if the modem has been returnedWhen a leased modem is not returned the modem is converted to a purchase and the resulting charge of $is applied to the accountThis is what the current balance is on the revised final billIf the customer has a copy of the tracking numbers that can verify that the unit at least was shipped, the adjustment can be issued accordinglyThe complainant can provide this via email to the manager handling this case at the email address listed belowIf the customer still has the modem and wishes to receive a label to ship it back, please have the customer provide that address that they would like the label to sent toCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***
***

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by *** *** and found the following: I would happy to cover what is available at the new location and for what pricing with special consideration to the situation that led to this initially if at all possible I will be out of the office an returning on September 12th, and would happy to advise accordingly through any of the contact means listed belaow 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 *** ***

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 trainingAt this time the information
provided in this complaint indicates that the name on the complaint and the service address cannot be confirmedIf the customer can provide the actual 9-digit account number that is on the bill that is received by the complainant, further review can be doneCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

I have received a copy of the Revdex.com complaint filed by Mr*** ***CenturyLink appreciates the opportunity to address Mr*** ***’s concernsUnfortunately higher speeds are not available at the service addressHSI service and speeds are not guaranteedThis information
was provided in the CenturyLink High-Speed Internet Subscriber AgreementI’ve included that section of the agreement.(ii) AvailabilityCenturyLink™ High-Speed Internet service may not be available in all areas or at the rates or speeds generally marketedThe speed(s) available at your location are identified during the ordering processService speeds are "up to" and CenturyLink will provision your line at the maximum speed it qualifies for within the speed range of the Service you selectedYour location may subsequently be eligible for additional speed options; provided that you will be charged a speed change charge for any speed changeAdditionally, some ISPs may not be supported for all speeds and in all areas and, if you change speed you may no longer be able to utilize the ISP you originally selectedAvailability of service depends on availability and limits of CenturyLink wire centers and facilitiesService will not be provided using unsuitable facilities or if provision of Service creates interference with other servicesService is offered only to location(s) qualified by CenturyLink line qualification proceduresSome lines may not qualify for the Service even if initial tests qualified such linesSpeed and availability of Service are not guaranteed and may be limited by a variety of factors including but not limited to the physical condition of your line and wiring at your location, your service location, phone line qualifications, computer performance/configuration, and network/Internet congestionService is provided on a per-line basis, and the actual throughput and connection speed of your Service depends on a number of factors such as Internet traffic and congestion or bandwidth, distance of your home from a CenturyLink central office, viruses or spyware, server speed of the Web sites you connect to, traffic and congestion on your home network or corporate LAN, and *** PC settings, in addition to the factors listed aboveUninterrupted or error-free Service is not guaranteed and CenturyLink may limit speeds. At CenturyLink, we strive to provide outstanding customer serviceThank you for the opportunity to review Mr. *** ***'s concerns. I apologize for the less than exemplary service that you feel you recently received and for any frustration this issue may have caused Sincerely,***CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the complaint and found the following: CenturyLink acknowledges that there was billing fallout and the customer was inconvenienced when all three bills for January, February and March hit at the same time on the April 12th statement
Customers can call in and find out why the bill didn’t arrive or didn’t have any amounts showing paid etc Billing fall out does not create double billing and that is not what happened here eitherAdditionally, just because the charges fall out and the customer gets hit with the charges all on one bill, there should have been some expectation by the customer that after several months go by and no charges or payments were taken that there would be a rather large bill coming The charges are not invalidated due to the system issue that caused the glitch; they are still valid charges and are due 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

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The complaint mentions several different issue sna d in order to address the primary issue of service availability, Centurylink needs to know which address the customer is interested in the
services requestedThe address that is associated with the account that is listed in this complaint does have multiple high speed internet options, the residential address associated with the name and address in the complaint does notIf the address is the residential address listed in the complaint the service requested is not availableAdditionally, Centurylink does not provide compensation for lost time on the job only for the time the service may have been down, in this case the six hours divided by the amount paid for the service or approximately $for a day’s worth of down timeCenturyLink 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: The customer is correct and all the discounts as well prorated discounts applied to the most recent billThat said, this leaves the charges for the internet (does not include past due balances or charges for DirecTV) service on the November bill at $6.71. Next moth the bill should be approximately as the customer has statedAny balance due or other charges related to the previous bill are still valid Sincerely, *** *** Executive Office 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,
***

02/16/2016CenturyLink has reviewed our previous responses to Ms***’s issue. After careful consideration, we find our original investigation and response to be valid. CenturyLink has closed this complaintSincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I appreciate you giving me the opportunity to further review our handling of your account. I would like to apologize for the less than exemplary service that you feel you recently received from CenturyLink representatives. At CenturyLink, we strive to provide outstanding customer
service. Your comments are appreciated and, to improve customer service, will be investigated and feedback supplied. Our representatives need to know the negative impact we have on customers when we fail to do our jobs well.Per our investigation it was found that the customers account had accrued the balance of $over several months of bills for *** television services and Centurylink services that we had not received a payment onOur records indicate that on April 28,*** had applied a credit for -$for the missed promotional credits that the account was missingWe also noticed during our investigation that Centurylink has applied a credit for $for additional billing errors that were found for the long distance chargesCenturylink apologizes for the frustration encountered and expressed and appreciates the opportunity to investigate Ms*** concernsOur team would be happy to assist MsSmith with any further issues or concerns please contact us at ***Sincerely, Mr***

Complaint: ***
I am rejecting this response because:this has seriously been the absolut worst customer service experience of my lifeI have tried to remain a customer using their internet but at this point I will have to cancel all services and will be letting my experiences be knownI will not pay the early termination fee and will get legal representation if neededThis company does not care about its customers
Sincerely,
*** ***

Case closedI had given my land phone #*** to *** & they took over number even though they are not hooking up my service hopefully JanThank you, *** JanA nice CenturyLink man came over today & explained this

I have received a copy of the Better Business Complaint for Ms*** M *** and I discovered that there was also a complaint filed on 11/23/CenturyLink responded on 1/27/Please refer to Revdex.com Complaint ID #***Sincerely, *** CenturyLink Customer Advocacy Tell us why
here

Initial Business Response /* (1000, 4, 2015/07/16) */
CenturyLink appreciates Ms*** giving us the opportunity to review the handling of her accountAt CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our training
Upon
review, I have found no documents supporting Ms***'s claims on returning the leased modem in disputeMs*** will need to provide supporting tracking information from UPS or process a claim with UPSI will be happy credit the modem lease as well stop all collection activity with supporting UPS tracking information
**
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (3000, 6, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The last conversation I had with century link I was told I would receive a return call from a supervisor/managerThat was over a week ago even though I was told it would be 1-business days
I do not accept the above excuse for several reasons: I have just spoken with UPS and was told they do no retain tracking information from this long agoIf century link would only converse with their counter part, Qwest, they would probably find their missing equipmentIn addition, if century link would have reached out to me in a timely fashion I would have been able to provide tracking informationThey, however waited nearly monthsThese events are the sole responsibility of century link, not mineI sent my equipment back in the box providedI contacted them when I received a bill for several hundred dollars and as per request, provided tracking information which they then validated and told me I had a $balanceAs it stands, century link has failed to work with qwest, a company within their own companyThey failed to communicate with me as well that the equipment needed to go to another departmentI can not be responsible for their lack of continuity with which they opportune or their lack of professionalism
Final Business Response /* (4000, 8, 2015/08/05) */
I reviewed the dispute with Ms***, verified the modem was returned to *** by mistake*** forwards equipment to CenturyLink through a different processIn verification that the modem was sent back through *** I agreed to Adjust $back to Ms*** to close out billingThe final bill has now been satisfied and resolved
**
Customer Advocacy
Final Consumer Response /* (2000, 10, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you

CenturyLink appreciates Ms*** for getting back to usUpon review, I verified with Matthew that he sent an email response on 02/02/I have enclosed his email.I was hoping to discuss this with you when we spoke but did not get into the details before the call was ended. The internet service was enrolled into a one-year agreement on 07/03/17, so the current price for life promotion would not applyThe bill each month indicates there is an agreement and included a countdown of the months remainingThe monthly statement does indicate that there is a contract associated with the service, with a penalty if cancelled before 07/03/and that $in credits were being applied monthly per that agreement. I have ensured the modem rental was returned and that the account would not be debited for any unreturned equipment charges. I am sorry that you moved your service away from CenturyLink, but the final bill with the early termination fee is valid. Matthew If Ms*** has further questions regarding her complaint, she may reach out to Matthew directly to discuss them.AmberCenturyLink Customer Advocacy Group

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 trainingCenturyLink apologizes about the
order error, it was not done correctly due to the rep handling the call and transfer of service order incorrectlyDue to an internal directive that instructed the front-line channel to assist the customers that call in with the CenturyLink simple accounts, the customer received the wrong information from the call center agentMoves from one place to another should only be handled by the customer online or through the CenturyLink Simple group that is in place for just such assistanceCurrently, the order to disconnect the simple account and the other account that was created in error have all been canceled and all charges have been negatedIf the customer still has a modem that was purchased or leased and needs to return it for a refund (if purchased) they may contact the case manager that is handling this complaint at Steve.S@CenturyLink.com for further assistance CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***