CenturyLink

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 has issued the same
complaint through three other Executive Office Managers that handle various correspondences with various agencies and groupsHere is the latest response from the complaint and rebuttal to the FCC complaint and reply: “Hi ***,Thank you again for your submission to the FCCThe FCC's role in this process is to facilitate a conversation between you and your providerWe received a response from your provider to your Ticket No***.Here's what happens next:- We reviewed the provider's response and based on the information submitted, we believe your provider has responded to your concerns.- Your provider is required to send you a written copy of its response by postal mailKeep in mind it could take up to days for you to receive the response- Please review your provider's responseIf the issues you raised in your ticket remain unresolved, you can reply directly to this email with a short description of the problem- Keep in mind that billing adjustments or other actions by your provider could take time to implement.- If we do not hear from your within days, your ticket will be closed.- If you have new issues with your provider, you can file an additional complaint by going to: consumercomplaints.fcc.gov.” Since there is nothing new in this complaint that differs from the others, this response will be as is the others were as wellCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S*** Case Manager Customer Advocacy Group

MsE*** sent an email to Mr*** on April 26, at 4:07pmShe also requested a date, time, and contact number when Mr*** could be reached. The email also included her contact information. Margaret CenturyLink Customer Advocacy

I have reviewed the customer's reply regarding his bill being higher than expectedI show that *** canceled his TV service on 10/9/due to the monthly costs being higher than he says he was quotedBased on the customer being misquoted on the costs of the programing package chosen I have noted the account for us to waive any early termination fees if they are charged on the next billSincerely,***

I have reviewed the Revdex.com Complaint from *** regarding a billing dispute on a closed accountI would be happy to look into this issue if the customer can provide me with the account number on the closed account that is in collectionsSincerely,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
It is unfortunate that Century Link's business practices are so lacking. I did finally receive my refund almost full months after their neglect
Sincerely,
*** ***

Our records indicate *** *** also submitted a complaint with CenturyLink Executive Office regarding her concerns. *** *** has been working with a Manager in our Executive Office and the issue has been resolved. Please refer *** *** to the manager assigned to her complaint for
more information. CenturyLink regrets any inconvenience *** *** has experienced. ***
*** *** ***

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 per our records and notes that Ms*** is correctly being billed for the services that are rendered
After investigation we have no way to get the services for $a monthIf the customer wishes to cancel services we will give Ms*** days to close her account at no penaltyThe customer has until 10/20/to cancel with no early termination fee or accepts the current rate for the service moving forward as it is being billed correctly for the services renderedI have notated the account with these instructionsMs*** will need to call to cancel if she so choose to do soWe apologize for the frustration encounteredSincerely, 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.
I will trust to their promise to rectify any remaining situation should the promised correction not come to pass
Sincerely,
*** ***

CenturyLink has reviewed our previous responses to Mr***'s issue. After careful consideration, we find our original investigation and response to be valid. To add services Mr*** must contact tour customer care at ***Sincerely, Mr***

Complaint: ***
I am rejecting this response because:Century link has not responded or reached out to me as stated that they would do so in their last response
Sincerely,
*** ***

I have reviewed the billing complaint from *** regarding a tech install charge when they upgraded their serviceI have adjusted the $tech install fee it has already posted to the customer's accountI show the current March bill does reflect the customer's new promotion and due to the credit
I issued the customer has a credit balance. I see in the notes the customer was explained how the prorated charges and credits work when changes are made to an accountWe understand these partial month charges and credits can be confusing I have also issued a courtesy credit of $to help offset the prorated charges on the FebbillWe apologize for not doing a better job setting the expectations on what the customer's bill following the changes would look likeSincerely,Mr.***

CenturyLink appreciates Mr*** providing valuable feedback regarding his experience and concerns. They will be passed to the appropriate group for further review*** CenturyLink Customer Advocacy

CenturyLink appreciates *** *** giving us the opportunity to review the handling of her accountAt CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training*** *** term agreement would need to be disputed with
***, CenturyLink has no responsibility with the terms disclosed to *** ***, *** discloses all terms prior to installation and activation for television servicesNo credits will be given In regards to *** ***’s credits from ***, *** adjustments can take 1-bill cycles for CenturyLink to receive due to both companies’ different bill cyclesI have verified *** ***’s account has been treated for television charges pending credits from *** for the next days** CenturyLink Customer Advocacy Group Tell us why here

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 Mr***’s address qualifies for 1.5Mbps speed. Unfortunately, a faster Internet speed is currently not available at his location. His account was established on February 23, with 1.5Mbps speed. Our records do not indicate Mr*** has called repair to report any issues with his service. Mr*** is correctly billing for the Mbps speed, with a promotional discount. CenturyLink regrets we are unable to offer Mr*** a faster Internet speed at this time *** CenturyLink Customer Advocacy

CenturyLink appreciates Ms*** giving us the opportunity to review the handling of her accountAt CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.Upon review, I verified Ms***’s service was suspended
for a payment issueWhen she made the payment, the service should have been reinstatedThis did not occur due to an errorService has since been connectedShe has received a $creditI also issued an additional $credit to her account CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***.AmberCenturyLink Customer Advocacy Group

Per the Network Supervisor, a technician was dispatched on March 6, 2018. He repaired an issue with the drop at Ms***’s location and verified she was receiving her paid for 1.5Mbps speed. A credit for one month of service, $44.95, was applied to the account, in an effort to satisfy. CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: After reviewing extensive notations on the account, the information in the complaint concurs with the information on the accountCenturylink regrets the difficulty
the customer went through to get this resolved and as requested has issued and adjustment to the account in the amount of $This will result in a refund in the amount paid for the deposit of $Please allow up to days to receive the refund checkCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
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To whom it may concern: I have received and reviewed the rebuttal and found in the course of providing a resolution to the customers complaint that there are identical complaints that have been filed with the executive officeThe customer is actively engaged with another manger in an identical complaint review and resolution process to address the customers concernsTherefore, the previous offer to resolve the issue(s) that was provided in the reply the customer rejected is rescinded and going forward will defer to the active, ongoing resolution being provided by another manager in the executive officeThis is necessary maintain the integrity of the resolution process already in progress and currently activeCenturyLink 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 trainingA review of the customer’s account
indicates that prior o this reply, the customer received an adjustment on the account noted in this complaint in the amount of $Centurylink provides that 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, Steve S***

I have reviewed the Revdex.com complaint from *** regarding early termination fee disputeI have reviewed the account history and notes confirming the customer's service never worked as it should and was canceledI adjusted the remaining $that was incorrectly charged for an
early termination fee the account how has a zero balance.Sincerely,Mr.***