CenturyLink

I have reviewed the complaint from *** regarding disputed charges on a closed accountI show this issue has been resolved all charges have been adjusted the account has a zero balanceWe apologize for the billing error and the frustration this issue has caused.Sincerely,Mr.T***

Initial Business Response /* (1000, 4, 2015/09/22) */
CenturyLink appreciates Ms*** giving us the opportunity to review the handling of her concernsAt CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training
Upon
review,
I forwarded on Ms***'s complaint to our credit and collections analystOur Specialist will review Ms***'s concerns and will stop any collection activity to the provided cell phone number (***-***-7XXX)I apologize for any inconvenience CenturyLink may have caused to Ms***Please feel free to contact me at X-XXX-XXX-XXXX if the calls continue
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/09/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
so far since the 22nd of september I have received only one call from them and that was on the I will no longer be using the phone that this number is attached to I had to buy a different phone so if they do continue to call that number I will no longer no anything about itthanks for your response and good luck finding her

Complaint: ***
Mr.***,I am rejecting this response because if you look at my billing statement history, I previously had the bundle discountIn late 2015, I had to remove *** billing from my CenturyLink account because neither CenturyLink nor *** could assist me with my *** billing issues until after I was being billed directly by *** againOnce my *** billing issue was resolved, I again bundled the two accountsI am not satisfied with the offer you have made because I should have the $discount on my account for as long as I have my CenturyLink and *** accounts bundledSince you are only willing to offer me months, please waive the contract cancellation fee and end my service as of 3/7/I will unplug from your service when I get home tonight and I will find a different internet provider that has more ethical billing practicesIn addition to CenturyLink's unethical billing practices, I currently pay for MBPS download with MBPS upload and I have called and complained multiple times that I am only receiving around MBPS download when plugged into the router with my LAN cableSince I am not receiving the service that I am paying for, again an unethical practice, I no longer wish to use CenturyLink as my internet providerBased on this complaint, please disconnect my service and send my final bill for March - March 7, I have also removed my *** from CenturyLink since I will no longer have CenturyLink as my internet provider
Sincerely,
*** ***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Subsequent to the Revdex.com complaint the customer filed and received remedy through the State attorney General’s officeCenturyLink provides this is sufficient to close this complaint as resolved
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 trainingLooking at the service records there
was an outage that occurred between December 27th, and December 30th, Centurylink has issued and adjustment for the actual downtime in the amount of $ CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

Complaint: ***
I am rejecting this response because: First of all, they made it sound like there was some delay on my part to pay the bill and so it went to collections It went to collections months AFTER they had received the equipment and neglected to log it in, and over a month after I contacted them after receiving the bill for the equipment and gave them the tracking number But primarily this is still an issue because I have repeatedly asked for a final bill from them At the time they turned the account over to pre-collections, they would have charged me for equipment that they believed I still had That would mean they had months of equipment lease charges erroneously on the bill In talking to the pre-collection agency, they gave me the amounts that I was credited for the equipment, leaving the balance they claim I owe My service ended with them on Dec The equipment was received in their Denver office on Jan I could not possibly owe $ As a former Century Link customer, I am entitled to receive a final bill itemizing all charges So far, Century Link has transferred me to numerous people who haven't a clue what to do, and I have even been hung up on
Sincerely,
*** ***

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 on 07/14/Mr *** contacted our customer care and disconnected servicesAt this time the Centurylink
agent placed credits on the customers account for any late fees that were accruedThe agent also informed the customer that due to the circumstances that the early termination fee was to be waivedCenturyLink 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 situationSincerely, Mr***

To whom it may concern: I have reviewed the customers’ complaint and found the following: The reply was fairly straightforward regarding the CenturyLink products the customer is receiving, there isn’t anything new in this rebuttal that will change the outcome in the near-term as to what is offered in the way of DSL services; this is considered CenturyLink proprietary network marketing information and upgrades or changes to the network infrastructure are not available to the public until such time the services are already implemented and tested to provide said new servicesAs for any credit checks run by a CenturyLink employee, this was addressed per the customers original information that the agent handling this call was not a CenturyLink employee but a *** employee and thus the replyThat clarified, CenturyLink has submitted a request that any recent CenturyLink initiated credit checks run to evaluate the customer’s credit worthiness for new products be changed from a hard check to a soft check which will effectively negate any credit score issues the customer is concerned about (this only pertains to any credit checks actually run by a CenturyLink employee)CenturyLink 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

Revdex.com:
I have reviewed the response of the business in question and I accept the response which indicates the matter is under review
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: CenturyLink offers poor quality service, and then charges a $early termination fee when customers get tired of the poor service and nonresponsiveness to complaintsNo alternatives were offered by this company, and no explanation was provided when this fee was implementedI have registered complaints with *** and *** for recommending CenturyLink as an internet service provider with their service bundlesI also plan to provide negative feedback towards CenturyLink via social media
Sincerely,
*** ***

my bill is coming out to $every month, I am being charged $a monthHowever, I was promised $after taxes and all chargesI'm not getting charged $a monthI have called over a dozen times about this billing errorEvery rep states that they will issue me a $credit due to this errorI have never received a credit from centurylinkPlease address issues1) why is my bill coming out to $instead of $ 2) where is this $credit? You must not understand my issue either or aren't looming at my billPlease make sure you understand my issue or call me ***Otherwise I will cancel my servicesYour response was of no help and made me realize you have no idea what .my compliant is.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

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 of the call findings, Mr*** called regarding
the installation of internet service advising there were issues with the set up and down time. However, Mr*** claims when he called CenturyLink an agent offered a $discount. Mr*** stated the first bill was quoted at $and later referenced the first bill for $30.00. Our agent advised auto pay and paperless billing was required to receive the internet for $a month however, he could not provide a $monthly credit for internet but he could issue a credit from November to May $each month totaling $70.00. A credit of $was issued as our agent offered a $credit at the beginning of the call. I have credited the difference of $to Mr***’s account offsetting the original offer from our agentI apologize for any inconvenience CenturyLink may have cause Mr***I have left Mr*** a voice message with my contact information for any further questions or concerns regarding this complaint** CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the Revdex.com complaint and found the following: In June of the customer agreed to sign up for autopayment and to set up the billing as part of the promotion agreed to Customers are given days to get this done and the first
month’s bill reflects this additional $in discounts ($for each of the two) which are added to the 12month term discount The customer did not due this and the since it is required to receive the additional discounts they were removed and this is why the bill went up the second month of service Every bill issued for that first months indicated that the customer was getting a month discounts in return for a commitment of months and noted as such; 2nd month of 12, 3rd month of 12, Etc The bill also informs the customer when the term ends and the regular rate they will pay when the current promotion expires; in this case July of In July of 2015, the promotion expired and the regular rate for service was charges as had been stipulated all along In September of 2015, the customer inquired and all this was explainedAdditionally, the customer was offered a month rate combined with a month additional incentive to maintain service and agreed to a month term to receive this promotion; the two ran concurrent one expiring in months from the order date, the other months from the order date All of this information is clearly stated on every monthly statement and is presumed to be correct and understood by paying the bill each month Continuing to pay your bills on time and without notifying Centurylink that there is any issue with the price or the terms and conditions in a timely manner indicates that you agree to what you’re paying for Since this is clearly indicated on every bill and the 2nd time the customers agreed to a promotional rate with the terms and conditions sent on each order and recapped on the monthly bills, the early termination charge will not be adjusted 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

Our records indicate Mr*** also submitted a complaint with our Executive Office regarding his concerns. A response from CenturyLink was sent to Mr*** on March 29, 2016. Please refer Mr*** to the Customer Advocacy Manager for more information. CenturyLink regrets any
inconvenience Mr*** has experienced. *** Customer Advocacy Group

Complaint: ***
I am rejecting this response because: As of today, I still have not received written confirmation that this account is closed and at a balancepeople from centurylink have verbally told me this account is closed and everytime I receive something in the mail that indicates otherwise Why have I not recieved a statement or letter stating this has been resolved? Why is it only in the Revdex.com complaints that this is being stated it is closed and at a balance?It is already September and supposedly this was closed in August Yet, I have nothing stating that it is what this representative states in the mail I am afraid this account will go to collections.The other complaint was that the amounts that they billed me were not the amounts advertisedIt is ridiculous that I was offered a $promotion per month and my first bill is over $I have wasted over hours of my time trying to get this resolved for a company billing me for services NEVER delivered.Let's make this easy instead of someone claiming online that this account is closed and a balance, why don't you try sending me something in the mailI will receive it in daysThis online conversation is going on month with the same claims that it is closed, yet I received a letter stating I owed money.
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint from *** regarding equipment charges on an old closed accountI have located the old account and show all equipment charges were adjusted off the closed account on 2/5/it now has a zero balanceCenturyLInk would like to apologize for the
delay in getting this resolved if they are still interested in new service they can get rates and promotions on www.centurylink.com or call our sales department ***.Sincerely,Mr.***

Our records indicate Mr*** also submitted a complaint with the Attorney General of *** (#***) regarding his concerns. A response from CenturyLink was sent to the ** ** on January 10, 2017. Please refer Mr*** to the AG response for more information.
CenturyLink regrets any inconvenience Mr*** has experienced. *** Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Notes on the account show that the customer attempted to cancel the account within days as noted by request for return labels prior to the disconnection dateIn lieu of this, CenturyLink has
zeroed the final billCenturyLink 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 has reviewed our previous responses to Ms***'s issue. After careful consideration, we find our original investigation and response to be valid. Our records and systems are showing that the account balance is at a zero balance and closed. CenturyLink has closed this complaint Sincerely, *** ***

Revdex.com:
Thank you for your help in resolving this issueIt makes for a satisfactory ending to a frustrating experience. *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***