CenturyLink

I have reviewed the Revdex.com Complaint from *** regarding frustration with missed tech visitI'm sorry to hear about the customer's experience trying to get help with their service and certainly understand their frustrationThis issue has been resolved as a courtesy I have
credited the account $which has already posted towards the balanceSincerely,Mr***

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 the charge for the early termination fee is a valid chargeThe customer was in a contract there
are no notes on the account showing the Early termination fee would be waivedWe also do not show a history of reported problems with this customers serviceOn 09/29/the customer did speak to ***, her notes are not correlating with what Mr*** is claiming she said about finding notes about the fee being waivedHer notes state that she informed Mr*** that there are note enough notes of having issues with services to help with the fee. Centurylink shows that there have been several calls to our customer care and agents have supplied the same information that we are at this timeWe apologize about the frustration Mr*** has expressed, but after investigation the early termination fee is deemed as a valid charge and has sustained the chargeSincerely, Mr***

After further review, CenturyLink sustains the original position. The notes were reviewed and the information given was valid and accurateCenturyLink apologizes for any frustrationCenturyLink has closed this complaintSincerely, Mr***

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,
***a *** ***

Initial Business Response /* (1000, 4, 2015/10/30) */
CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her account, XXXXXXXXXI would like to apologize for the less than exemplary service that Ms*** recently received from CenturyLink representativesHer
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 a credit for $was applied to the account on October 9, and is reflected on the October 14, billMs*** is a valued customer and I apologize she was not treated in this mannerCenturyLink regrets any inconvenience she has experienced
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Credit recieved

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: The balance due on the revised final bill which the customer will receive or has received by now is in the amount of $ 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

We apologize about the frustration you have encounteredWe attempted to locate the call and were unable to find the recordingCalls are recorded for training purposes only. We regret to inform the customer if we told that that modem was included he was misquoted and we cannot correct the pricing to what Mr*** is requestingSince we are unable to locate the call I have placed a note on the customers account that if he chooses to end service within the next days (10/16/16) there will be no early termination fee to cancelAfter the days if Mr*** keeps the service he is agreeing to the current correct pricing that we are charging, but still has the option to purchase a modem if he choosesSincerely, Mr***

I have reviewed the Revdex.com complaint from *** regarding a final charge for two days disputedI have adjusted the closed account $plust tax the customer will get in form of a check within daysSincerely,Mr.***

05/26/2016 CenturyLink has reviewed our previous responses to Ms***’s issue. After careful consideration, we find our original investigation and response to be valid. Ms*** is still not an authorized party on the accountPer CenturyLink CPNI federally mandated verification process, CenturyLink can only give information, make change or other assistance with an account, to the account holder or pre authorized personsTo authorize a person on an account, the account hold must contact CenturyLink at *** (billing department), go through the verification process and then request to authorize a person to the account (account holder will be required to supply the full name and contact number of the person being added as authorized to the account). CenturyLink has closed this complaint. Sincerely, *** ** ***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 rebuttal filed and found the following: There isn’t any CenturyLink account information to review (we cannot query the customers Centurylink billing account through CenturyLink systems) or this part of the
billingHowever, this was already provided via the office of the president from ***: “Yes, the *** account *** was opted out of joint-billing on 11/2/The last invoice was sent to CTL from *** on 10/6/in the amount of $for the *** bill cycle of 10/2/2016-11/1/and appeared on the CenturyLink 10/16/billing statementI hope this helpsThanks,” The $charge on the PDF provided by the customer indicates it is for a service and not late feeAny late fee would only be applied if the Centurylink bill was paid lateAgain, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experiencedSincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***

I have
reviewed the closed account showing the charge for early termination of services due to the Customer receiving a discounted rateI was able to go back into the account history and show the customer was giving conflicting information on internet speeds availableThe tech had advised us even though the system showed faster speeds available the lines and terminal couldn't support it with reliable service. Based on my findings I have adjusted the early termination fee off the closed account it now has a zero balanceSincerely,Mr.***

The Broadband Escalations Representative left voice messages on November and 29, 2016. The contact number used was *** ***. The following email was sent to Mr*** on November 30, To: *** Date Sent: Wed, Nov 16:34:-Subject: *** Hello, Thank you for contacting CenturyLinkUnfortunately, we have been unable to contact you or received a call back to set up a dispatch meet with the techIf you would like to continue with technical support, please call us at * *** *** ** * *** ***. We are available hours a day, days a week to take your callYou can also chat directly with a Centurylink technical support personUse our Live Chat feature by going to *** and selecting the "Chat with CenturyLink" box located in the top right corner of the web site. Chat is generally available Monday Through Friday 6:30am to 11:00pm MST. If this link is not visible then the live chat is not available due to support volume or wait timeI hope this helpsIf you have any other questions, please feel free to chat with an online agent, or call usChat is available Monday Through Friday 6:30am to 11:00pm MST at *** Support by telephone is available hours a day, days a week at *** ** *** Thank you, CenturyLink Technical Support Please bookmark our internet help site *** ***
*** *** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: An adjustment in the amount of $was issued on February 3rd, to offset the lease feeI removed the lease fee from the account so the customer should longer
see this charge on the accountCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** *** *** *** *** *** CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Initial Business Response /* (1000, 5, 2015/10/28) */
10/28/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Ms***'s CenturyLink account, I verified that CenturyLink records still indicate
the leased equipment has not been returned
I located the address of the warehouse that leased equipment is to be delivered to:
CenturyLink HSI Returns, *** B *** *** *** *** KS XXXXX
If Ms*** can supply the tracking number through the Revdex.com and that tracking number reflects the equipment has been returned, I will issue the credit for the non-returned equipment fee
I apologize for any inconvenience this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 7, 2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for sending the addressHere is the tracking number from ***
1ZXXXXXXXXXXXXXXXX
It looks like it was sent to a different warehouse in Las VegasWhen we talked to the Century Link customer service people they said there were about different warehouses across the country
Thank you for crediting my account

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a billing dispute. Unfortunately, Ms***'s did not provide her CenturyLink account numberIn order to investigate her complaint, I will need the CenturyLink account numberOnce I have
the necessary information I will be able to investigate her concernsCenturyLink apologizes for any frustrationSincerely, Mr***

04/27/2016CenturyLink has reviewed our previous responses to Ms***’s issue. After careful consideration, we find our original investigation and response to be valid. CenturyLink has found only payments for the amount of $(02/28/and 03/24/2016)If CenturyLink has cashed another check that has not been reflected to Ms***’s CenturyLink account, she will need to contact CenturyLink’s financial service at ###-###-#### to begin a payment investigation and provide a copy of the cashed check.CenturyLink has sustained the balanceCenturyLink has closed this complaint.Sincerely,*** ** ***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: If the customer can provide the tracking information or a screen shot showing that the tracking was returned the charges for unreturned equipment can be adjusted Please send any
information of this type to *** for further review and adjustments if applicable 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

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding his final bill dispute. As a matter of customer satisfaction a credit of $206.45, this resolved the balance on the accountI have verified this final billing was not credit
reportedCenturyLink apologizes for any confusionSincerely, Ms*** CenturyLink Customer Advocacy

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 As long as my acct is truly adjusted to zero and I receive a final bill showing a zero balance I will accept the response
Sincerely,
*** ***

To whom it may concern:I have received and reviewed the customers’ complaint and found the following:Subsequent to this complaint being filed with the Revdex.com it was also submitted to the Board of Public Utility Commission of New Jersey and the complaint has already been dressed.As this is the same office that handles the PUC complaints this reply will defer to the reply already given the customer via this other venue.CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely,*** *** Executive Office Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care