CenturyLink

Initial Business Response /* (1000, 4, 2015/07/30) */
07/30/
I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing disputeUnfortunately, Mr*** did not provide his CenturyLink account numberIn order to investigate his
complaint, I will need the CenturyLink account numberOnce I have the necessary information I will be able to investigate his concernsCenturyLink apologizes for any frustration
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/08/05) */
From: *** *** (mailto:***@att.net)
Sent: Wednesday, August 05, XXXX X:XX AM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# *** (Ref#XX-XXXXX-XXXXXXXX-X-XXXX)
Dear ***,
Thanks to the Revdex.com this issue has been resolvedI received the refund check on 8-3-Complaint Case *** (ref # XX-XXXXX-XXXXXXXX-X-XXXX) (X)
On the phone with them on July 27, they told me the refund checks kept coming back as undeliverable, but for the last 11/years they got the monthly bills to me!!
Thank you again for all your help
Sincerely,
*** ***

I have reviewed the billing complaint from Jeffery regarding overcharges due to our billing systems errorI have reviewed the customer's closed account showing they were being overcharged due to problems we experienced with our Prism billing and internet billing not matching up as they shouldI do
show we were adjusting monthly while our back office IT department was trying to get it resolvedThe customer has since decided to cancel due to their frustration and was charged an early termination fee for canceling before the month agreement was overBased on my findings I have adjusted the remaining balance off the closed account it now has a zero balanceWe apologize for the billing systems issue that caused this frustrating situation for our customer.Sincerely,Mr.***

Our records indicate Mr*** also submitted a complaint with the CO Office of the Attorney General (#***) regarding his concerns. A response from CenturyLink was sent to the CO AG on February 5, 2018. Please refer Mr*** to the below CO AG response for more information.
To avoid duplication of efforts, the CO AG will be the primary source of response to ad**ess customer concerns. Margaret Customer Advocacy Group Date Mon, Feb 14:33:-0800 From [email protected] To [email protected] Subject Re: Encrypt Century Link, Inc. Show All Headers Dear Manager: CenturyLink appreciates being given the opportunity to review and respond to the complaint filed by Mr*** *** stating there are billing issues on his account. Mr*** had a $ loyalty credit which expired, however a new one was placed back on the lineThe monthly statements reflect when each of the discounts expire. After a complete review of Mr*** CenturyLink account, records do not reflect he is on a 5-year price lock and CenturyLink has not offered that pricing for several yearsCurrently the package is the Voice & unlimited package with DSL serviceThe Monthly rate for the package is $ and there are $ in credits leaving the monthly rate at $which does not include taxes, fees or surcharges. The Additional Charges and Credits reflects on the statement as: Monthly charges Federal Subscriber Line & Access Recovery Charge $ 8.34 Non-Telecom Services Surcharge $ 2.99 Total Monthly charges $11.33 + Broadband Cost Recovery Fee $ 3.99 Total Additional Charges & Credits $ 15.32 *** Monthly charges for Long Distance Services Long Distance Line Charge $ 2.99 + Taxes, Fees & Surcharges $ 7.44 $ 10.43 With Taxes, Fees and Surcharges added into the monthly rate (after subtracting the Loyalty Credits of $ 35.00) the monthly rate would be $ + $ + $= $for the January statement. A notation on the accounted dated January 29, 2018, indicates Mr*** disputed a payment with his Credit Card Company and/or Bank in the amount of $ This will appear as a debit on his account for February and may be subject to check return fees. I am hopeful this will provide the necessary information for Mr*** as his statement does not indicate he is on a 5-year price lock and the bills are correctThe request for any refunds on overages are denied as I was not able to determine any billing issues. I apologize Mr*** is not happy with CenturyLink, as our goal is to make every encounter with our Valued Customer’s, a pleasant experienceShould you have any further questions and/or concerns, please don’t hesitate to contact me. Regards, Becky Customer Advocacy Manager

I have reviewed the complaint from *** regarding damage to her shrubs caused by our TechniciansI'm sorry to hear about this situation we have a third party claims company who handles our damage claims UNIcall * ***They would be happy to help *** file a claim and take care
of any damages caused by our employeeSincerely,***

I have received a copy of the Revdex.com complaint filed by Mr*** *** regarding his final billing disputeIn review of the account, the service was disconnected on July 25, On August 23, Mr*** contacted CenturyLink to dispute the billing and a credit of $was
applied, resolving the final billCenturyLink apologizes for any frustrationSincerely, Ms*** CenturyLink Customer Advocacy

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 he contact our customer care about renewing the current promotion and was informed that the promotion that
he currently has is no longer available and was offered our current promotion which is currently called "price for life" this was declined and then he was transferred to our retention department as the agent was told he wanted to cancel as we are not able to provide the same discount for his services that he had been receivingAt this time we are not able to provide the same discount as this discount has been discontinued and no longer available to renew for customersOur pricing structure has been restructured to be competitive in nature with our competitionCenturylink apologizes for the frustration encounteredSincerely, MrC***

I have reviewed the Revdex.com Complaint from *** regarding their delayed install and misinformationI am sorry to hear about this situation and certainly understand the customer's frustrationI see the service is up and running as a courtesy for the delay I have credited the
activation fee and the installation charge the $credit has already posted to the account and will show on the next bill.Sincerely,Mr.***

I have reviewed the billing complaint from *** regarding not receiving their full discountI reviewed the account and show this issue was resolved they are now getting their full discounts for having auto pay and paperless billingWe apologize we didn't advise *** of this requirement we do
remind our customers every month on their bill. I have credited ***'s account $for the missed discounts it has already posted to the account and will show on the next billSincerely,***

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 verified Mr***’s billing concerns were
resolved on June 13, 2016, at that time the account was closed and adjustedI apologize for any inconvenience CenturyLink may have cause Mr*** ** CenturyLink Customer Advocacy Group

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, The charges in dispute are valid and have been
sustainedNotations from July 5, indicate Mr*** was advised the total charges for service prior to tax would be $Mr*** requested the call records to be reviewed on September 25, The call records were not available, therefore the charges were sustainedMr*** chose to continue service as was advised monthly billingMr***’s October billing concerns in regards to higher than billing was due to *** relocation and installation chargesAll *** billing concerns are handled by ***On the date of installation, Mr*** signed off on all *** terms of service and conditions** CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from *** regarding a disputed early termination fee and service agreementI reviewed the no closed account and don't show a early termination fee was charges nor a service agreement it seems issue was resolvedIf the customer has any
unresolved questions I'm happy to further assist and apologize for any frustration this dispute has caused.Sincerely,***

Complaint: ***
I am rejecting this response because: CenturyLink engages in predatory pricing practicesWhen my promotional rate expired, CenturyLink placed me into a billing rate that NOT ONLY tripled my current rate, it was also many times greater than their advertised priceI respectfully request a refund for the amount originally requested or I will pursue this issue in court
Sincerely,
*** ***

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 complaintThe Name, the address and phones listed in the complaint did
not return any account informationIf the customer would still like CenturyLink to assist with this complaint, please have the customer contact the executive office Manager handling this complaint at any of the means listed belowPlease 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 ***

CenturyLink appreciates *** *** giving us the opportunity to review our handling of his account, ***. I would like to apologize for the less than exemplary service that *** *** 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 A Broadband Escalations Representative has checked *** ***’s serviceA technician was dispatched. Adjustments were made to the line and the modem was replaced. Currently, the line is stable with good speed. In an effort to satisfy, an adjustment for one month of service was applied to the account. A credit for $was issued on October 26, and should be reflected on the November 8, bill. CenturyLink regrets any inconvenience *** *** has experienced *** CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from *** stating she received misinformation regarding modem options and disputing our cost recovery feeI have reviewed the Customers bills back to Dec 19,2014 and show they have always been charged our Internet Cost
Recovery Fee which at that time was per monthThis is a fee to help us cover the costs associated with building and maintaining the internet networkThis fee has increased over time and could in the future depending on the needs of our business to maintain our internet network. This fee is not optional for our internet customers we apologize if the customer didn't see it on their monthly bill until nowWhen there is an increase we notify our customers on their bill a month before the increase goes into effect to ensure they don't get a surprise increase on their next bill. We apologize if there was some confusion or misinformation on the modem options they haven't changed over timeOur customers can choose to lease or purchase a modem from us we charge about the same as any third party provider they come with a one year warranty either way. Since the Customer states they weren't given an option to purchase a modem I am crediting the Customer's account $99.00. Since we don't have any way to verify if the customer wasn't told about the two options I feel this is a fair solutionSince we don't know if the customer would have needed to purchase a new modem or not after the first year I'm not able to refund the lease fees paid in the first year. We can't adjust the mandatory cost recovery fee it isn't an optional fee for our customersWe do encourage our customers to review their bill monthly and contact us in a timely manner with any questions they have so we can explain and resolve them quickly we are happy to help. The customer will see the modem credit on their next statement if they have any questions when they get the bill our Customer Contact Center is here to help ***.Sincerely,Mr.***

Initial Business Response /* (1000, 4, 2015/12/18) */
I have received and reviewed the Revdex.com complaint from *** regarding a service agreement disputeI have reviewed the account history and notes seeing the various changes to the servicesI went ahead and removed the contract
from the account since the customer was only a few months into the disputed agreementThe order number to remove this is CXXXXXXXX
Sincerely,
***
Initial Consumer Rebuttal /* (2000, 6, 2015/12/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

09/14/2016/2016 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 contacted the local area plant supervisor who made contact with Mr*** to confirm
the address and a technician was sent out to address the line. 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 situation Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the billing complaint from *** regarding their closed accountI have reviewed the closed account showing their was a billing error between our TV billing service and the home serviceI have zeroed the closed account balanceWe apologize for the time and frustration this has
causedSincerely,***

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 an order was issued on October 31, to add *** service. Per the notations on the account, Mr*** was quoted $per month before taxes, fees, and surcharges. Upon review of the December to March bills, Mr*** has been billing at approximately $per month before taxes, fees, and surcharges for Internet and ***. The January bill was larger than expected, as it reflected almost two months of *** service (December 1st to December 26th and December 27th to January 26th). In addition, the *** charges on the February bill reflects an increase, as the *** promotional discount had expired. Mr*** received a $*** credit for *** on the March 7th bill. CenturyLink also issued a $credit on February 15, 2017, which is also on the March bill Our records indicate three repair tickets have been opened on Mr***’s CenturyLink service. A ticket was opened on January 27, 2017. A technician was dispatched on February 2, when a bad inside wire in the Network Interface was removed. On February 10, a ticket was opened when “no Internet light” was reported. Per the notations on the ticket, customer refused the due date on the dispatch and said he wanted to cancel service. Thus, the ticket was closed since customer said he was going to cancel On February 13, Mr*** called repair and requested a supervisor. He was not home so the representative was unable to troubleshoot the connectionThe ticket was completed on February 14, with notations on the ticket that customer had plugged modem up wrong. There have been no other repair reports. The line shows a good connection and is very stable. As previously stated, CenturyLink issued a credit for $on February 15, 2017, in an effort to satisfy CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy

I have reviewed the complaint from *** regarding internet service issuesI show *** had some problems in December and was given a month's credit due to the service issues. I don't show any prior calls for assistance with internet issues I checked ***'s service showing he is
training 117% download speed mbps on a mbps subscribed line. It seems the issues have been resolvedWe do have 24/tech support if any problems come up in the future we are happy to helpCenturyLink apologizes for the service issues we are happy to further assist neededSincerely,Mr.T***