CenturyLink

7/29/ 17:01*** account number. After many months finally my account is to $plus tax a month..Im very upset that I had to get Revdex.com involve in this matter to actually get a response or any resolution I was over charge at $80.00plus per month I would like to get credited for those months like Century Link C.S.R supervisor told me and maybe for not been told of chargers to activate phone service for only minutesI also work for a communications company that competes with you guys here in ***.PLEASE REVIEW YOUR CALLS CENTER SO MISTAKES , INFORMATION , AND COMPLAINTS BEEN FORWARDED TO SUPERVISOR'S GET RESOLVED HANDLE APPROPRIATELY Thank you.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I have been over charged on every bill and I am forced monthly to call and dispute unnecessary chargesI tell the operator that I will not agree to any new contract and I was told I am not under a prism contract currentlyI have requested to see the terms of my deal and I am going through a lot just for clarification of the terms. I am rejecting this response because: Centurylink continues to misrepresent offers and refuses to make things transparentEven this response defers from the lady I dealt with on the phone at centurylink
Sincerely,
*** ***

Revdex.com:It took several more tries to get it resolved after I filed the complaint but it has been taken care of finally
Sincerely,
*** *** ***

CenturyLink has reviewed our previous responses to Ms***'s issue. Ms*** did not provide any new information regarding her complaint. After careful consideration, we find our original investigation and response to be valid. CenturyLink has closed this complaint

Revdex.com:
He
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Part of the complaint is they don't have an email contactStill no way to email themThey contact customers on their convenienceI work nights!!! The links on their page don't bring you to a way to email themIt just brings you to FAQThey completely disregard all customer complaints
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/07/28) */
CenturyLink appreciates Ms*** 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 training
I have
made contact with Ms*** in review to her concerns
Due to confusion with our modem return process, broadband and equipment charges in dispute have been adjustedMs*** agreed with the resolution and to close her Revdex.com complaint
**
Customer Advocacy
Initial Consumer Rebuttal /* (3000, 6, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still see the charge on my bill and don't want to remove the complaint until the charge disappears from my bill
Final Business Response /* (4000, 8, 2015/08/12) */
Ms*** next bill (August 17, 2015) will summarize the adjustments as promised in our last replyThis issue has been closed
Adjustment $-ref XXXXXXXX
Has already been advised
**
Customer Advocacy Group
Final Consumer Response /* (2000, 10, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has resolved my complaint by withdrawing the charge from my billI have received my current bill and the charges have been removed

Complaint:
I am rejecting this response because:Each of the many representatives that I spoke with told me otherwiseThey each said that I should receive the $rate and set me on a different wild goose chase to have the rate adjustedRegardless of what the fine print that I was unable to access may have said, the rate quoted by so many different employees should be honoredEspecially since I would not have allowed the the first two to make the change if he had given the information in the responseThe response also doesn't address the other concerns from my complaint.
Sincerely,
Kerri ***

Complaint: ***
I am rejecting this response because: I appreciate what has been done, and think that it is close to acceptable, however, until I see a 'real', non-credited, non-prorated bill, with only the $per month for internet and phone service reflected, I am withholding full approval. I understand my *** price is not in that $of course. I also appreciate the fact that there were credits given, however, all I really wanted was the upgraded internet and the home phone at the price I was quoted. I still am not getting that, and no one seems to think that it is something that should be upheld. Frankly, the company misquoting is still not my fault. I have names, confirmation numbers, times/dates, etc. I will also not take a day off work to have an installer come out, because that was never mentioned in the original phone call as being necessary. So, for now, I will be waiting until next month's bill to determine Century Link's intentions toward giving me my (non-upgraded) service for $37.09. If that is not done, then I will be forced to take my complaint even higher. While I feel Century Link has made some good faith efforts, it is still not what I agreed to in the first place.
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, This issue has already been escalated to the
Federal Communications CommissionMs*** has already received a response for all concerns through the FCC processFCC Response Please be advised that CenturyLink has completed a review of the informal complaint filed by Ms*** ***In the complaint, Ms*** states that CenturyLink didn’t credit her account for the last remaining service balance, and for the return of the modemThey denied her request for a final bill, and sent the account to collections. CenturyLink records show that we received Ms***’s modem in our warehouse on December 10, When the modem hadn’t been received within days after the account was disconnected, she was automatically billed for the unreturned equipment. An adjustment has now been issued for this $charge, and Ms*** can subtract it from the total due on her account. This leaves a balance of $The remaining balance is for the early termination fee billed because Ms*** discontinued her services before the end of the term commitmentThe following statement was on each of her bills explaining this commitment: You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentYour current agreement expires on 07-10-CenturyLink considers the balance of the charges on Ms***’s account to be correct; and no further adjustment is warrantedCopies of Ms***’s final billing statements have been sent to her along with a copy of this responseSincerely, ** CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because:
It's been over a year for century link to respond and deliver the shipping boxes that they require and then they turned me in to collections due to there lack of customer service
Sincerely,
*** ***

04/07/2017 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: CenturyLink bills a month in advanceAll new service or changes to service reflect prorated charges on the first/following billMr***' first bill
included prorated charges from 02/28/to 03/03/and the month in advance from 03/04/to 05/03/2017(standard billing). The $installation charge and the $service charge for internet are the standard programming fee assessed to every customer when beginning phone and internet service (rates vary per state/county). --------------------------------------------------------------------------------...⇄ Internet and Home Phone Includes 40m internet service for fifty-six dollars Includes local phone service and features for thirty-five dollars Includes long distance unlimited service for fourteen dollars Internet and Home Phone Unlimited 3-Year Price-Lock month -High-Speed Internet Discount month -Loyal Customer Credit Month -CenturyLink @Ease™ Promotion -(month promotion)CenturyLink @Ease™ Advanced Modem - Lease --------------------------------------------------------------------------------...⇄ and Voice Monthly Charges Total $(before taxes, fees and surcharges)---------------------------------------------------------------------...⇄ I found no billing errors for the service subscribed to. Please see the terms and agreement found at www.centurylink.com regarding deposit requirements:-------------------------------------------------------------------...⇄ PRICING, CHANGES TO SERVICE PLANS AND PAYMENT.HCredit Check; Refundable Deposit; Credit LimitsOur provision of Services to you is subject to our approval of your creditYou give us permission to check and verify your credit as needed in our sole discretionWe may require that you provide us with a refundable deposit, which will be specified at the time of your order ("Subscriber Deposit" )We may also require an additional deposit or advanced payment after activation of the Service at any time if you fail to pay any amounts when due or if we determine you are a credit risk at any time during your Service period with usIf you fail to pay for Services when due, we may, without providing notice to you, apply your deposit or advance payment to the amount owedIf you refuse to make a deposit or advance payment or otherwise establish credit as provided by applicable state law, we reserve the right to refuse to provide you ServiceWithin ninety (90) days after termination of your Service, we will return your Subscriber Deposit, less any unpaid amounts due on your account, including any amounts owed for unreturned or damaged EquipmentYou will also receive interest at the rate required in the state you receive Service, Equipment, or Software from the date CenturyLink received the Subscriber Deposit until the date CenturyLink refunded the Subscriber DepositIf you pay a Subscriber Deposit in connection with your Services and the state in which the Services are provided does not require CenturyLink to pay interest on that Subscriber Deposit, CenturyLink will not pay you any such interestAs we determine in our sole discretion and to the extent permitted by applicable law, we may set a credit limit on your account at any timeWe may restrict the Services to which you have access if you exceed this credit limit.--------------------------------------------------------------------------...⇄ I had a review done of the call on 03/11/when CenturyLink was contacted regarding the speed of the internetI was advised the following:----------------------------------------------------------------------...⇄ looks like this is due to their wireless connectionThey called in on 3/and the agent had them hardwire into the modem and ran a speed test and it came back at 42meg on her 40meg connectionThey are currently connected at 50megI changed the wireless channel for them but other than that unfortunately since it’s just the wireless connection there is not much we can doThe connection to us is good and was verified thru that speed test with the hardwired computer.-----------------------------------------------------------------------...⇄ CenturyLink does not guarantee the Wi-Fi/wireless speeds and connection due to the possibility of so many out of our control possibilities of interferenceThis is the reason we do not charge for this portion of serviceWe do our best effort to support but again can’t guarantee itBandwidth 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, the computer configuration, the condition of lines and the wiring inside the residence, among other factors. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’ issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationAs there are no billing errors and the internet modem is connected to a higher speed than he is billed for, CenturyLink has closed this complaint. Sincerely, *** ** ***
*** *** ***
*** *** *** *** *** ***

09/15/2016 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 that Mr*** had carried a balance over every month since Billing Date Mar 01, On
08/01/2016, the account was suspended for non-paymentOn 08/12/2016, a payment was made for the past due balance and an order was placed to restore the service with a restoral fee as of 08/13/Unfortunately, the long distance service was not restored until 08/19/I had CenturyLink’s escalations repair confirm the Long distance has been working since 08/19/ I have applied a credit adjustment for the days out of service for the long distance portion of Mr***’s package totaling $($long distance monthly charge / days within a bill cycle = $per day rounded up X days 08/13/to 08/18/= $out of service credit + taxes = $total credit)No additional credits are warranted. 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 situationCenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

This is an additonal complaint to Complaint ***I made payment in full on Saturday Morning online states that it can take up to hours for service to be back onThis morning I get an email to confirming paymentI go online and it still shows I owe and my service is still not on and
actually I made an Mistake on when I started service with Centry Link of which was in November and it still stands that not once have I had a bill for 40-they all ways have been 68-a month Never have I got the actual price I was quotedMy thing is my service is still off after paying bill.I am requesting a billing adjustment and the correct offer that I signed up for and to add the no contract and your bill with never change option

Complaint: ***
I am rejecting this response because:I have requested this account be removed from the bill collector's accountsThat has yet to happenI will make payment arrangements as soon as it does
Sincerely,
*** ***

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 customers account was set up on auto payment and the television was not being taken out
through the auto payment causing a large balance to accrueMs***'s account shows that a large credit was issued for the Centurylink mistake on 01/04/The account also shows several payment arrangements have been established to get the billing caught up for services that have been renderedCenturylink apologizes for the frustration regarding your account and we appreciate the opportunity to investigate Ms***'s accountSincerely, Mr***

Tell us why here...To whom it may concern:I have received and reviewed the customers’ complaint and found the following:CenturyLink apologizes for the issues trying to get service established at this residenceThe customer, on a number of occasions acknowledges that they don’t review the monthly
statement.It is imperative that if there is an issue with the bill as stated here that the customer contact CenturyLink to discuss and address such in a timely manner.If the customer was reviewing the statements each month and paying the bill on time, the bill would not have so many additional late charges, suspensions and restoral fees that start to add up when ignored.This account has been reviewed all the way back to October of and with few exceptions the customer has failed to pay the promotional rate or the regular rate when promotions have expired and has called virtually every or every other month to make arrangements to delay payment on the account.On a number of occasions the customer was denied arrangements due to the frequency the customer was not paying the bills on time.The claim that the bill has increased y $is simply not correctSince April of the average variance in charges for the account are within approximately $15- to $dollars a month, many times this was simply a matter of late fees in the amount of$on the account for failure to meet arrangements and or pay the bill on time.Additionally, one of the recent promotions that customer agreed to was a promotion that required paperless billing and autopyament of the monthly bill.This discount amounted to $dollars each (or a total monthly discount of $10.00) towards the monthly charges and when not fulfilled the discount was removed and the rate increased accordingly.Shortly after this promotion was offered and accepted by the customer, the criteria to maintain these discounted rates was negated due to the customer opting out of autopyament or paperless billing.Without exception, the customer has called every month for the last two and half years to contest something or make arrangements all the while acknowledging that they done read the bill or pay attention to the monthly statements.There might be some consideration for accommodation on the complainants requested settlement if there was due diligence n the part of the customer to maintain their part of the agreement.Since the account records tend to mirror that which the customer openly acknowledges the last attempt to delay payment or make payment arrangements was denied, the customer did not make their required payment and the services have been terminated.This is unfortunate but CenturyLink has really gone the extra mile to accommodate the customer regarding the continuing payment issues on the account since and unfortunately, due to the actions taken by the customer had to cancel the service.CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,*** *** Executive Office Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: I have issued an expedite order to have the customer contacted at the number providedThe customer will be given the time and date that the wire will be buried
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

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 Mrs*** 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 Mrs***’s account
has been adjusted in full and all collections have been suspendedI made contact with Mrs***, I assured all final charges in dispute have been resolvedI apologize for inconvenience CenturyLink may have cause Mrs*** CenturyLink Customer Advocacy Group