CenturyLink

Complaint: ***
I am rejecting this response because:I electronically signed a new contract with CenturyLink in June I spoke with the Loyalty Department, which is the department that handles promotions for current customersI currently have the following promotions according to the loyalty department and the billing department: months $off, months $off, and paperless and autopay discount of $35.05, bringing the monthly total to $$for internet and $for recovery feeI have no fee for a modem and the rate is NOT $55. I was told to take autopay off until the billing issue was resolvedToday, when I called, I was told it showed correct, so I added it back onFunny how I contacted Revdex.com that you were all of a sudden able to upgrade my modem and internet speed that was supposed to be done in JuneFIVE MONTHS LATER. So maybe you should check my account again, because my current contract is for $18.94/monthI have confirmed this many, many timesYet, for some reason it took months for you to bill me correctly.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I was supposed to receive bill credits due to being over billed for services into late June when service was supposed to be disconnected June 2nd and refunded back to then
Sincerely,
*** ***

CenturyLink appreciates the opportunity to review Mr*** account. A Repair Manager has spoken with Mr*** regarding his concerns. Mr*** has 10Mbps service and it was determined several times a day he is overutilizing the circuit. Our records indicate
Mr*** has been receiving his paid for speed. Mr*** was provided a contact numbers for our ethernet group and the Repair Manager he spoke with. He was referred to a Representative to discuss a possible upgrade to 100Mbps speed. Margaret CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/10/23) */
10/23/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Mr***'s CenturyLink account, I found he had accounts:
Account number XXXXXXXXX
which was disconnected for a move on 04/23/
Account number XXXXXXXXXX XXX was installed on 04/30/
I reviewed the notes on both accounts (each one is in a different system that)I did not find a note on the XXXXXXXXXX XXX account requesting to disconnect service due to the internet not working, however I did find a note on the XXXXXXXXX account dated 05/21/requesting to disconnectSince the XXXXXXXXX was already disconnected I could only assume that the request for disconnection was meant for the XXXXXXXXXX XXX account
As the request to disconnect was done within days of the new install I have issued a credit to the XXXXXXXXXX XXX account to zero the billing in fullI have requested that the account be pulled from CenturyLink's pre-collections group
I apologize for any inconvenience this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You, I really appreciate the service here, It is too bad I had to use them to get someone to help me thoughI tried for weeks to get this straightened outNext time I move or get internet I will look at centurylinkThanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI just wish that Century Link would have been responsive directly Thank you!
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by Ms*** *** regarding a billing/collection disputeUnfortunately, Ms*** did not provide the 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 concernsOr please contact our financial services team directly at 1-800-423-for immediate assistance CenturyLink apologizes for any frustrationSincerely, MrC***

Complaint: ***
I am rejecting this response because: I do have two credit checks from the same business of Century Link also known by the name of ***I have included A screenshot of my credit report that shows Hard Credit Inquiries on back to back dates from Century Link/***The Dates are 02/21/& 02/22/
Sincerely,
*** ***

I have reviewed the complaint form *** regarding a credit for returned check charges and late fee she was expectingI have reviewed the closed account and show this issue was resolved on 3/28/a credit was issued for $and has posted to the accountI show the closed account now has a
$credit which will be refunded in the form of a check within daysIf they do not received the check within days they can get a status update from our Credit Department *** who can track the refundWe apologize for this error and the time it has taken to resolve .Sincerely,***

07/08/2016 CenturyLink has reviewed our previous responses to Mr***’ issue. I found no access into either account by a retail agent only the click to chat agent during the timeframe of November through FebruaryRetail stores issue a receipt to all returned equipmentIf Mr*** can provide the retail receipt of return, I will issue an adjustment for the balance due (CenturyLink cannot issue credit for non-returned equipment fee without proof of delivery through *** or retail receipt)However as there was no account access on either account from retail, after careful consideration, we find our original investigation and response to be valid. CenturyLink has closed this complaint Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/08/07) */
CenturyLink has received a copy of Revdex.com case number XXXXXXXX, created by *** ***Please see below for our findings and any actions taken
CenturyLink appreciates Ms*** for giving us the opportunity to review
our handling of her accountI would like to apologize for the less than exemplary service that Ms*** received from CenturyLink in regards to billing for services after restoral of vacation serviceHer comments are appreciated and, to improve customer experience, will be investigated
From reviewing the account it appears that on 6/8/when Ms*** contacted us to remove vacation service, the representative that assisted her placed her into a voice and unlimited long distance bundle with calling features and internet servicesThis bundle price along with pro-rated partial month charges for removing vacation service and adding a bundle caused her 6/23/bill to be $
In reviewing I see that Ms*** has contacted us again and been placed on an internet only service as of 7/7/I have credited her 6/25/bill in the amount of $52.84, which will have brought it down to $We have sent a coaching request to the supervisor of representative that placed the order to add her services back after the vacation restoral, so that they will be disciplined for not listening to what the customer wanted
Current balance on account after adjustments: Credit of $
CenturyLink apologizes for any inconvenience or frustration caused
Sincerely,
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/08/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the thorough investigation performed by the Customer Advocacy and am satisfied with the explanation and the refund has already appeared in my accountI only wish the customer service rep's I have talked to in the last years were as attentive to my requestsThank you Mathew, you have restored my confidence in continuing to do business with your company

I have received a copy of the Revdex.com complaint filed by Ms *** ***, regarding a billing disputeAfter investigation of Ms***'s account it has been found that the customer received a credit for $on her april bill for overagesThe customer still
has a credit balance on the account from this adjustmentThe customer has been explained per account notes how to set up paperless billing to receive discounts associated with this on 07/05/per account notesPer notes and billings all adjustments have been made and applied to customers accountCenturylink considers this complaint closed.Sincerely, Mr***

I have reviewed the complaint from *** regarding a request for credit on her account. We do our best to ensure customers know when their promotions expire we put it on our customer's bill every month*** 2/4/bill states that her promotion was to expire on 2/14/
and that her rate will change to the standard rate at that timeI show the same thing happened the previous year when her promotion expired we gave her a courtesy credit and advised her when the new promotion would expire. I do show *** has changed to our new pricing structure that doesn't change and doesn't require a term commitmentDue to *** excellent account history I have given *** a courtesy credit of $which will show on her next billing statementSincerely,Mr.T***

Initial Business Response /* (1000, 4, 2015/10/06) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
Subsequent to this complaint a complaint for the same concern was addressed and the customer was replied to via the *** complaint already
submitted
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
Initial Consumer Rebuttal /* (2000, 6, 2015/10/07) */
From: *** (mailto:***@live.com)
Sent: Wednesday, October 07, 7:AM
To: Revdex.com
Subject: (SPAM) Re: Revdex.com Complaint Case# *** (Ref#XX-XXXXX-XXXXXXXX-X-XXXX)
Importance: Low
All resolvedContractor paying over for water bill today so once that is received all is done
Sent from my iPhone

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a billing disputeAfter investigation of Ms*** account it has been found that this issue has previously been resolved on 02/27/An adjustment was issued after the modem was
located as checked in a receivedAll collection efforts have been removed and no collection status will be reported on the customers creditCenturylink apologizes for the frustration encountered and appreciates the opportunity to investigate her concernsSincerely, Mr***

I have reviewed the Revdex.com Complaint from *** regarding a credit for service issues promised not receivedI would be happy to see what I can do to help with this situation if the customer can please provide me with their CenturyLink account number they didn't provide it in their
complaint Sincerely,Mr.***

Our correspondence shows that $was credited towards account *** leaving a balance of $on the accountPlease contact our team directly for any further questions or concerns at ***Sincerely, *** ***

I was advised the Colorado bureau of investigations has reached out I am not comfortable supplying my personal information to your company when you have already allowed persons to use my information falsely I am not willing to submit more personal information and further have identity theft issues The bureau said they discussed this with you and my personal info was not required
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/10/19) */
10/19/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Mr***'s CenturyLink account, I found the order for the new install was canceled due
to no available portsMr*** was notified by phone the following day on 09/24/via voice mail messageCenturyLink understands and apologizes that the DSL device that serves Mr*** has reached full capacity due to increased demand for CenturyLink High Speed Internet servicesIn order to prevent any further issues, we have taken proactive steps to stop processing any speed upgrades and new HSI installs for customers which are/would be served from the device that Mr*** is served fromPlease see the Term agreement passage *** at www.centurylink.com/terms :
CenturyLink(r) High-Speed Internet and Internet Access Services Residential Terms and Conditions
AVAILABILITY OF AND CHANGES TO SERVICE
AService and Bandwidth Availability and SpeedThe Service you select may not be available in all areas or at the rates, speeds, or bandwidth generally marketed, and some locations may not qualify for the Service even if initial testing showed that your line was qualifiedWe will provision qualified HSI Service lines at the maximum line rate available to your location based on our standard line qualification procedures, unless you have selected a level of service with a lower maximum line rateBandwidth is provided on a per-line (not a per-device) basisThe bandwidth available to each device connected to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factorsThe speed of the Service will vary based on network or Internet congestion, your computer configuration, the condition of your telephone line and the wiring inside your location, among other factorsWe make no guarantees or representations related to download or upload speedsWe and our suppliers reserve the right, at any time, with or without prior notice to you, to restrict or suspend the Services to perform maintenance activities and to maintain session controlWe assume no responsibility or liability for interruption of the Services or Service performance differences
I apologize for any inconvenience this may have caused, however the information regarding possible denial of service is stated within the Terms agreement
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (3000, 8, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just a few days ago, I checked your website again, entered my address, and the system told me there was internet available at speeds up to MB/SI have not heard back from any agents on sending the router back so I thought the service may not be activeYou have still not addressed why the system fulfilled the order, sent out the modem and the fact I had already cancelled my previous internet based on this orderWhat am I supposed to do about the cancellation and re-installation fees with my previous ISP?
Final Business Response /* (4000, 10, 2015/11/02) */
11/02/
Until the areas line is qualified by a technician an order may be placedIn this case, Mr***'s address does qualify for internet however the CenturyLink devise has reached full capacityAs previously stated:
AVAILABILITY OF AND CHANGES TO SERVICE
AService and Bandwidth Availability and SpeedThe Service you select may not be available in all areas or at the rates, speeds, or bandwidth generally marketed, and some locations may not qualify for the Service even if initial testing showed that your line was qualified
A modem is shipped out as soon as possible so that customers will have the equipment on the day the order completes, providing the order is not denied by the technicianThe box that contains the modem also contains a return label insidePlease remove the original shipping label and affix the return label to the outside of the box and return the box to any UPS drop off place
Unfortunately, CenturyLink does not compensate for other companies feesMr*** chose to disconnect his provider before installation of CenturyLink serviceCenturyLink notified Mr*** of the cancelation of the order within hoursI apologize for any frustrations this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Final Consumer Response /* (2000, 12, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Overall, I'm happy with the response, but I would have preferred to hear some specifics about my area, such as: We are sending a technician out to your area within days to assess the lines and add more capacityI feel the companies response was very general and a way to just get rid of me

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 trainingThe customer was in a promotion that
had two requirements; paperless billing and automatic paymentHad that been set up correctly, the account would have qualified for an additional $monthly discountThe Loyalty discount that was stacked on top of the promotion expired in September as noted on the bill which created an increase in the monthly charges by $The final bill was back dated to reflect a bill date of December 23rd, effective negating all remaining charges on the accountPrior to this the customer received adjustments that exceed the amounts noted in this complaint settlement requestCenturylink has changed their pricing structure to no term requirement price for life that stays the same for as long as you maintain the service; depending on the speed, the price stays that way for lifeCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

Thank you for taking the time to notify us about the unsatisfactory customer service experience that you recently encounteredThat's not how we do business and I certainly don't enjoy hearing the treatment you receivedPlease accept our apologies for not meeting your expectationsWe have
forwarded the feedback to the appropriate departmentsFor further questions or concerns please contact our team directly at 1-800-788-3500Sincerely, MrC***