CenturyLink

Initial Business Response /* (1000, 4, 2015/11/14) */
To whom it may concern:
CenturyLink has reviewed the complaint and found the following:
Unfortunately, while attempts have been made to educate the customer about the CLEC (Competitive Local Exchange Company), in this case AM3, that provides
the customer with the service noted in this complaint, the customer doesn't quite understand
CenturyLink understands as it is a complicated scenario and will try to explain why CenturyLink is unable to address the concerns mentioned in this complaint
There are two companies in this instance that while they both have a part in the delivery of services to the customer are complete separate entities; these are referred to as ILEC's or CLEC's which CenturyLink will try and explain
First, what is an ILEC?
An incumbent local exchange carrier (ILEC), is a local telephone company which held the regional landline service (as a utility) before the market was opened to competitive local exchange carriers, or the corporate successor of such a firmIn much of the United States, these were originally Bell System companies, although various regional independents (including GTE) in the US provided telephone utilities in their respective regions
A little about CLEC's:
A competitive local exchange carrier (CLEC), in the United States and Canada, is a telecommunications provider company (sometimes called a "carrier") competing with other, already established carriers (generally the incumbent local exchange carrier (ILEC) Local exchange carriers (LECs) are divided into incumbent (ILECs) and competitive (CLECs)The ILECs are usually the original, utility LEC in a given area, and receive different regulatory treatment from the newer CLECsA data local exchange carrier (DLEC) is a CLEC specializing in DSL services by leasing lines from the ILEC and reselling them to Internet service providers (ISPs)
Some background:
CLECs evolved from the competitive access providers (CAPs) that began to offer private line and special access services in competition with the ILECs beginning in The CAPs (such as Teleport Communications Group (TCG) and Metropolitan Fiber Systems (MFS)) deployed fiber optic systems in the central business districts of the largest U.Scities (New York, Chicago, Boston, etc.) A number of state public utilities commissions, particularly New York, Illinois, and Massachusetts, encouraged this competitionBy the early 1990s, the CAPs began to install switches in their fiber systemsInitially, they offered a "shared PBX" service with these switches and interconnected with the ILECs as end users rather than as co-carriersHowever, the New York Public Service Commission authorized the nation's first CLEC when it required the New York Telephone (the ILEC) to allow Teleport Communications Group's switches in New York City to connect as peersOther states followed New York's lead so that by the mid-1990s most of the large states had authorized local exchange competition
What the FCC mandates regarding ILEC"S and CLEC's:
With the Triennial Review in August 2003, the FCC began to rewrite a large portion of the rules implemented by the Telecommunications Act of One alternative to the UNE-P is unbundled network element loop (UNE-L), in which the CLEC has access to or operates their own local switchThe underlying copper (loop) that runs to your house is then leased by the CLEC, and cross-connected to the CLEC's switchBoth UNE-P and UNE-L have their own unique advantages and disadvantagesOther CLECs bypass the ILEC's network entirely, using their own facilitiesThese facility-based LECs include cable companies offering phone service over coaxial cable
In October 2004, the U.SSupreme Court allowed a lower court's ruling to stand (by refusing to hear the appeal) that voided rules requiring ILECs to lease certain network elements (such as local switching or the high-frequency portion of the loop) at a cost-based regulated wholesale price to CLECsThe FCC agreed earlier in the year to rewrite rather than appeal the validity of the rulesIn December 2004, the FCC released another set of rules which phase out, over a year, all CLEC leasing of ILEC local switching, while preserving access to most copper local loops and some interoffice facilities
So, as indicated above, the issue of addressing the end user is contractually and regulatory in nature, not unique to CenturyLink and this instance, technically speaking, the CenturyLink customer, by contract or FCC regulatory rule is the AM3, not the end user
And by rule or by contract, CenturyLink cannot directly engage the end user or AMon behalf of the end user or CenturyLink would be in via lotion of the FCC rule or the contract in place between CenturyLink and AM
This customer's issues must to be addressed by the service provider regardless if CenturyLink provides, leases or contracts out the underlying network
CenturyLink acknowledges the end users concerns and apologizes for any issues or inconvenience that may have been experienced as a result of misinformation or lack of assistance by their service provider
Sincerely,
*** ***
Executive Office Regulatory Escalations Analyst
CenturyLink Customer Advocacy
Consumer/Small Business Sales and Care
Initial Consumer Rebuttal /* (3000, 6, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid the money to Century Link and NOT to ***Since Century Link cashed the check and got my money, THEY should be the ones to return it to me*** will NOT return the money as they NEVER GOT ITCentury link billed me directlySo they are the ones that should return the payment for services that were never delivered
Final Business Response /* (4000, 15, 2015/12/29) */
To whom it may concern:
I have received and reviewed the customers' complaint and found the following:
I have pushed the requested refund through the billing system and this may result in the customer receiving a refund in the amount listed in the complaint of $
That is far as I can legally take this action
Sincerely,
*** ***
Executive Office Regulatory Escalations Analyst
CenturyLink Customer Advocacy
Consumer/Small Business Sales and Care
Final Consumer Response /* (2000, 17, 2016/01/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as I do receive my refund, I will be satisfiedThank you

Complaint: ***
I am rejecting this response because: While there may have been a balance on the account, I was not aware of it since the representative for Century Link explained I would be receiving a credit for the remainder of the month I had already paid forI am completely willing and able to pay the amount owed on the account if Century Link will remove the charges from our credit report and issue a Letter of Deletion in returnI appreciate the credit back from the modem since I did in fact send it backI would suggest in the future Century Link requires a receipt from the postal service of some type in order to process returns, or allows customers to bring equipment back to a local office to avoid issues like this
Sincerely,
*** ***

CenturyLink appreciates the opportunity to review Mr***’s account On May 1, 2015, Mr*** agreed to a new twelve-month promotion that included a twelve-month term commitment and Early Termination Fee. He also received a one-time $HSI creditMr*** disconnected his
service on February 18, 2016. The March 9, bill correctly reflects a $Early Termination Fee. Mr*** spoke with a representative on March 25, 2016. The representative agreed to credit $of the $Early Termination Fee, in an effort to satisfy. Mr*** accepted the offer. The credit is reflected on the April 9, bill. *** CenturyLink Customer Advocacy

CenturyLink appreciates *** *** giving us the opportunity to review our handling of her account, *** *** ***. I would like to apologize for the less than exemplary service that *** *** recently received from CenturyLink representatives. Her 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 the account was disconnected on August 1, 2017. An August 1, Closing bill has been issued. CenturyLink regrets any inconvenience *** *** has experienced *** CenturyLink Customer Advocacy

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: While Centurylink can certainly understand the complainant’s frustration, the customer’s issue lies with the provider, ***, for the service that *** invoiced CenturyLink for and was paid for said services by Centurylink CenturyLink has absolutely no say in the programming or the pricing thereinIf the customer was not to have been billed for the *** ticket this is not an issue that CenturyLink can address as we are just the billing party in this dispute The complainant needs to engage *** and explain that the programming charges invoiced to CenturyLink were incorrect and that since *** has been paid for these services the complainant in turn has to pay CenturyLink for said services so *** needs to refund the amount that he feels they invoiced CenturyLink incorrectlyThe customer can pay Centurylink now and keep the refund if should receive on from *** or use the refund to pay Centurylink once/if said refund is received Centurylink does not have the means to access *** billing systems and issue adjustments to the charges invoiced to CenturyLink CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: The reply is specific about what CenturyLink reviews in these instances and what determines the customer’s knowledge of the agreement set forth prior as stated, it’s on every bill statement We understand that the customer has other venues by which they may wish to submit for redress and since the customer indicates that they intend or have already issued a duplicate complaint to the FCC and because there isn’t anything new in this reply that changes the initial reply Centurylink again stands by its original response CenturyLink apologizes for any issues or inconvenience that may have been experienced as a result of this lost or stolen equipment and appreciates the opportunity to resolve the complaint. Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

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, This issue has already been escalated to the FCC
Mr*** has already received a response for all concerns through the FCC process** CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because: I switched the rate because the person on the phone said to switch while I worked out the issueIt is not my fault that the company gave me information and now is trying to go back on their word
Sincerely,
*** ***

I have reviewed the complaint from *** regarding a disputed service agreement expiration dateCenturyLink does our best to ensure our customers are aware of when their service agreement expires by posting the date on the bill every monthI show on 01/04/*** agreed to a new yr service
agreement for a $ discount off the standard rate each month. Based on my findings the service agreement and possible fee for canceling before 01/06/is sustained as validCenturyLink apologizes for any frustration this dispute has causedSincerely,Mr.T***

Complaint: ***
I am rejecting this response because: I should not have to go through all of this hassle due fraudulent and incompetent business practicesI never signed up with *** as stated, I never gave permission for *** *** to charge me monthly for a bogus membership, I never gave permission for my credit to be checked and reduced because of it, as well as my personal, financial information given out to who knows whoThis ongoing mess gives me a very nightmarish insight into all of the Class Action Suits against CenturylinkPassing the buck is something your company does very well.
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint from *** regarding a billing dispute and poor customer serviceI would first like to apologize on behalf of CenturyLink for the poor customer service they received that is never ok regardless of the issue at handI have reviewed the closed
account notes and show this issue was resolved on 9/28/all disputed charges have been refunded the account has a zero balanceIf the customer has any additional questions or unresolved issues I would be more than happy to further assist as needed.Sincerely,***

05/11/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, I found that a return label for the leased equipment was requested on 01/11/CenturyLink records do not show
the lease equipment has been returned to CenturyLinkMs*** has been advised to provide the UPS tracking number for verification since she stated she has returned it.CenturyLink cannot provide the UPS tracking number as CenturyLink doesn’t generate the return labelsA return label is requested through a program system and UPS generates the return label and sends it to the customer utilizing the customer information provided within the requestCenturyLink is not provided the UPS tracking numberAs the customer it is her responsibility to ensure the return of the leased equipment to receive creditUnfortunately, as CenturyLink has no record of the leased equipment being returned, CenturyLink has sustained the balance due as validUnless Ms*** can provide a receipt or a tracking number showing the equipment was returned to CenturyLink, then we can credit her account; otherwise, the balance will remain valid.CenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a billing dispute. Unfortunately, Ms*** 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***

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,
*** *** *** ***

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 trainingUpon review, I verified Ms***’s dispute has already
been resolvedAfter reviewing all billing concerns with Ms***, I agreed to a onetime credit of $due to the ongoing billing issues** CenturyLink Customer Advocacy Group

03/04/2016CenturyLink has received a copy of the Revdex.com complaint filed by ***a ***i. Below are our findings:Upon research of Ms***i’s CenturyLink account, I found Ms***i had been carring a blance forward on her bill statements since the 04/13/
statement was not paidWhen Ms***i called to CenturyLink in 01/21/2016, the 01/13/statement had already printedI have provided a clip of the 12/13/and 01/13/statements:Billing Date Dec 13, Previous Balance Payment Received 12/1/Thank you! -New Charges Due 1/2/$------------------------------------------- Total Amount Due $___________________________________Billing Date Jan 13, Previous Balance Payment Received 1/2/Thank you! -New Charges Due 2/4/$------------------------------------------- Total Amount Due $On 01/21/2016, Ms***i accepted a new promotion that would reflect on the following bill statementI have provided a clip of the following bill statement Billing Date Feb 13, Previous Balance Payment Received 1/27/Thank you! -New Charges Due 3/5/$(included backdated promotional discounts for the timeframe of 01/21/to 02/12/2016)------------------------------------------- Total Amount Due $88.29As shown, Ms***i had not paid the previous balance forwarded from the previous bill statements causing her causing her balance due to be $As a courtesy, a CenturyLink agent issued a $credit towards Ms***i’s CenturyLink account leaving a balance due of $38.29.CenturyLink has honored the promotional discount and issued a manual credit, as a courtesyCenturyLink finds no further credit to be warranted towards Ms***i’s CenturyLink accountCenturyLink has closed this complaint as there was no billing error.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/06/30) */
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
Based upon review of Ms***'s CenturyLink account records indicate the order was cancelled, however she was billed an Early Termination Fee along with activation chargesThe following charges were adjusted on June 16, based on CenturyLink recordsCurrently the statement reflects a zero balance
One Time Charges
** Standard Install
** Penalty For Early Termination
** HSI Activation Fee
Total One Time Charges $
I apologize for any inconvenience Ms*** has encountered as we want every encounter with our valued customer to be a pleasant experienceShould Ms*** have any additional problems regarding the statement in question she can email me directly at ***@centurylink.com and I will be more than happy to assist her
Regards,
*** **
Customer Advocacy Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her account, *** *** ***. I would like to apologize for the less than exemplary service that Ms*** recently received from CenturyLink representatives. Her 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. Ms*** provided account number *** *** *** in her Revdex.com complaint. This account was disconnected on March 6, 2018. The account currently reflects a credit balance of $588.90, as an Escalation Representative applied a $credit on March 23, 2018. Since the account is closed, a refund check will be generated and mailed to Ms*** Account *** *** *** reflected Internet service with Mbps speed. On April 3, 2017, a repair ticket was opened but the customer was referred to the business office. No other repair tickets were opened. Since the account is closed, I am unable to determine what speed Ms*** was receiving and the repair history does not indicate a problem was reported Ms*** indicates in her Revdex.com complaint that payments from customers for the same service at the same address was being collected. Ms*** only gave one account number on her Revdex.com complaint. If the other account number could be provided, CenturyLink would be happy to investigate further Auto-Pay and Paperless billings are options for customers and are never required. CenturyLink has previously offered promotions that included the presence of Auto-Pay and Paperless billing to receive a monthly discount and promotional discounts may vary depending on the presence of Auto-Pay and Paperless billing. Customers can remove these options at any time Margaret CenturyLink Customer Advocacy

I have reviewed the Revdex.com complaint from *** regarding not receiving expected bill reductionI have reviewed the account notes and show the order number the customer provided did not go through giving additional discountsI show the customer has since spoke to our retention
department who placed an new order to help reduce the customers monthly rate *** which went through on 1/20/As a courtesy due to the delay I have issued a one time credit to the account of $which has already posted and will show on the next statementWe apologize for the delay in this resolution and certainly appreciate the customers understanding and patienceSincerely,Mr.***

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 trainingUpon review, I have verified the final billing for
CenturyLink and *** are correctI made contact with Ms*** to review the disputed billingI explained, *** bills behind because the billing is synced with CenturyLink billingI apologize for any inconvenience CenturyLink may have cause Ms*** CenturyLink Customer Advocacy Group Tell us why here