CenturyLink

Initial Business Response /* (1000, 5, 2015/07/14) */
Our records indicate Ms*** also submitted complaints with the Federal Communications Commission (#XXXXXX, #XXXXXX, #XXXXXX, #XXXXXX, and #XXXXXX)Please refer Ms*** to the FCC for more information and CenturyLink's response
CenturyLink regrets any inconvenience Ms*** has experienced
***
Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 7, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed the complaint from *** regarding his billing dispute and possible service issuesI show *** has been put on the correct monthly rate and credited for all overcharges as of his last billing statementI have requested our Internet Escalations Team contact *** regarding
chronic internet speed issues they will be in touch soonWe apologize for the billing and service issues we are happy to further assist as needed to resolve any further problems.Sincerely, Mr.T***

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
After submitting this case the case manager assigned to me by CenturyLink was able to resolve all of my problemsShe was quick to respond and explained why, the first time she said the Auto-payment we're disabled, it still tried to process the transactionShe also was able correct my account so my primary email was associated with my current account number which could I was told was not possible months ago by a customer service rep. I thank the Revdex.com for assisting with this matter and CenturyLink for resolving the issue fully
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 couldn’t verify any documented notes
supporting Mrs***’s promotional offer claims in this complaintMrs*** has been advised, CenturyLink has no additional promotions for her account at this timeInconsideration to Mrs***’s complaint, I have processed a onetime adjustment for $I apologize for ant inconvenience CenturyLink may cause Mrs*** CenturyLink Customer Advocacy Group

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 trainingNotations on the account indicate
that when the tech initially went to the location that the service was good to the network interface on the wallAn attempt was made to inform the customer and a call was also made and there wasn’t any answer for the can be reached left with the technicianPrior to this reply the company issued a full adjustment for the modem charged on the first billAdditional adjustments for the time the service was down have already been adjustedCenturyLink does not adjust for lost work time or wages that result from the service being down, only the time that the service was down which has already been doneCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

I have reviewed the complaint from *** regarding missed commitments by our Techs to complete his internet speed upgradeI'm sorry to hear about this situation and certainly understand the customer's frustration trying to get this upgrade accomplishedWe should be able to honor our scheduled
window and day for our Tech visits to avoid a poor experience like thisI checked the account and show the upgrade has been completedDue to our mistake I have adjusted one month full rate off the account $creditThe credit will show on the next months bill and will offset charges for the next two discounted months on the accountWe apologize for dropping the ball on this upgrade request.Sincerely,***

Initial Business Response /* (1000, 6, 2016/01/05) */
1/5/Centurylink has reviewed the charges on the final bill of XXX-XXX-XXXX-XXX in the amount of $in disputeThe customer is stating the service was never set upCenturylink records indicate an order was issued on 5/6/with a due
date of 5/8/The billing statements were being sent to the customers current address and does not reflect the bills were being returned to CenturylinkThe service was blocked on 7/1/due to nonpayment with the account being disconnected on 7/22/The account was on a term contract for twelve monthsThe customer was billed an early termination charge of $The account was credited $todayThe customers will be sent a refund in the next four weeksCenturylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 8, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Appears to be resolved

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*** was told all Early
Termination Fees would be waived due to her moving circumstancesI credited back $470.07 for the billed charges associated with the Early Termination FeesMs***’s account is left with a balance of $for charges from the previous statement prior to the disconnect orderCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms*** CenturyLink Customer Advocacy Group

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
Federal Communications CommissionMr*** has already received a response for all concerns through the FCC process** *** *** *** ***Please see FCC Response, this issue is closed Re: ***, *** * *** *** Notice of Informal Complaint Service Date 9/7/ Dear Ms***: Please be advised that CenturyLink has completed a review of the complaint filed by Mr*** ***In the complaint, Mr*** is disputing charges on his account for an Early Termination Fee CenturyLink regrets any frustration experienced by Mr*** regarding this issueOur records show that Mr*** was receiving a $promotional discount that expired on 3/6/According to the notes on the account, an order was placed on 3/15/to lower Mr***’s accountThe notes state Mr*** was quoted a monthly recurring charge of $with Auto Pay before taxThe notes also state Mr*** was advised of the one year contract Mr*** was billed a total amount of $for his March bill due to the promotional discount expiringThe amount was due by 3/31/A payment in the amount of $was received on 3/25/leaving a balance of $Since the March bill was not paid in full, a $late fee was charged to his account and reflected on his April billWith the $carry over balance from the March bill and the $late fee, Mr***’s April bill reflected a total amount due of $by 5/3/No payment was received for the April bill An order was placed on 4/25/to disconnect Mr***’s service per his requestNotes on the account state Mr*** was advised that he would be billed an Early Termination Fee in the amount of $due to the account being under contractMr***’s May bill reflected the Early Termination Fee, the carry-over balance from the April bill, and a late fee due to no payments received for the April billOn 6/3/Mr*** was offered a credit for half of the Early Termination Fee, but no credit was issued due to Mr*** declining the offer On 6/27/Mr***’s account was charged an Unreturned Equipment Fee in the amount of $plus taxCredit for the charge was issued on 9/1/and reflected on Mr***’s September billWith the credit applied, Mr***’s account reflects a total amount due of $ All applicable credits have been issued to the accountThe charges and total amount due are validPlease let me know if you have any questions Sincerely, *** ***
*** *** *** Cc: Mr*** ***

I have reviewed the Customer's reply and show the customer has already disconnected their servicesI do show we are waiving the early termination fee due to us not being able to get the old promotional discount back on the accountSincerely,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 verified Ms*** did qualify for a
$*** gift card for adding *** Wireless serviceI apologize Ms*** did not receive the gift card at the time she was promisedI have processed an adjustment for the amount of $to Ms***’s accountPlease accept our sincere apology in regards to this complaint** CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** the thing that doesnt make sense is, why am I paying a bill at the end of april, for march to the end of april if its charged in advance, when I sign up I pay the first month in advance before its even hooked up, then in the middle of that month I get a bill to cover the next month and on and on, now all of a sudden im paying a bill for the previous month, when you charge in advance, that needs explanation

To whom it may concern:I have received and reviewed the customers’ complaint and found the following:The customer’s payment history is as follows:The February bill in the amount of $which was due March 11th, did get received and applied on March 9th, 2016.The March bill, Due on April 8th, also in the amount of $and due on April 8th, has not been received and as indicated by the customer has not bee cashed.There are any number of reasons this could be but since CenturyLink has no record of ever receiving this payment, the balance was carried forward and the amount of the April bill reflects this balance carried forward plus current charges of $due by May 10th, 2016The next payments received were on May $18th in the amount of $and on June 10th, in the amount of $72.71.Since the one missing payment was the same amount back to back, it may have thought to have already been sent when it was not or got lost in the mail etcbut CenturyLink never received it.One of the late fees has already been adjusted and as long as there is balance carried forward, there will be late fees added to the bill.The easiest way to avoid this altogether is to set autopayment so that there isn’t any issues with the possibility of missing a payment or one that get lost in route to CenturyLink.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

04/19/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, I found the day the new install order was completed (03/11/2016) Ms*** called CenturyLink internet
support to report the service was not workingThe proper troubleshooting took place and a repair ticket was created to dispatch a technician on 03/14/On 03/14/2016, the technician found the trouble to be with one of the wires in the homeThe technician advised Ms*** of the inside wire fee of $(before taxes) for installing a new line to an existing jack with her home (CenturyLink is responsible for the lines from the CenturyLink exchange to the NID (box located outside the home) the customer is responsible for the lines from the NID going into the home and all wiring and equipment within the home).CenturyLink has contracted with *** *** *** to provide additional bill payment servicesUnder this service, MasterCard, Visa or Discover card, or your ATM or debit card with the STAR, PULSE, NYCE or Accel logo may be utilized for paymentA convenience fee will apply for:for one-time credit card or debit card payments made online via MyAccountfor one-time credit card or debit card payments made via the IVRfor one-time credit card or debit card payments made online via Control Centerfor one-time payments made via any method through a live agent or online chatAll other payment methods, including mailing the payment or electronic payment using a checking or savings account (routing number and financial account number) or a one-time check payment option, CenturyLink’s autopay or bill pay through personal financial institution, will not be assessed the convenience fee from SpeedpayFor more information Ms*** may contact CenturyLink at ###-###-#### or online at www.centurylink.com/help.As the technician had advised Ms*** of the fee for the inside work and I have advised of payment options, CenturyLink has sustained all charges with no credit being warrantedCenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, ###-###-#### ***. Our records indicate the account was established on November 27, and disconnected on April 12, 2016. The modem was returned on April 20, 2016. Several
repair tickets were opened in late March and April 2016. Because of the problems Mr*** experienced, a credit for the modem purchase and the Early Termination Charge has been applied to the account. A credit for $was issued on May 3, 2016. The account currently reflects a credit balance for $123.83. Since the account is closed, a refund check will be issuedCenturyLink regrets any inconvenience Mr*** has experienced*** CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from *** regarding a monthly rate disputeI have reviewed the account notes and show the customer is getting our lowest rate available for his service $per monthThe Customer has been advised they could get an additional monthly
discount if they sign up for auto pay which most of our promotions requireI show the customer has recently called in and was advised of his billing amount and due dateWe apologize if there was any confusion on the requirements to get the lowest promotional price available if they set up auto pay they can call in to ensure they are getting the additional monthly discount.Sincerely,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,
** ***

Complaint: ***
I am rejecting this response because: This was not agreed upon amount with the escalation rep I was assigned tooSecondly, their system was showing multiple different amounts for multiple months and every time I'd call in to make a payment the reps would tell me it was a system issue and to pay this amount (varied every time)Only to receive another notice the following day that the payment was past due or a second amount was neededLastly, the rep I spoke to for over hours when I called to cancel the TV package stated "there was no early cancellation fee as I was not signed onto a contract." Now it looks like they are stating otherwiseI have continued to make as much as $a month payments after cancelling the TV for the internet as good faith until they help me out and do the right thing
Sincerely,
*** ***

I apricate Ms*** providing additional information. I was able to locate the account under *** *** *** *** *** I am currently working with CenturyLink representative to disconnect the account and have appreciate credits issued. I apologize for the delay Margaret Customer Advocacy Group

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 the agreement was for years for the discounts provided but not all the discounts that were provided were for the
full years as some expired at the month mark of the agreementPer our records this has previously been explained to Ms***In an effort to satisfy and resolve the issues presented we have added an additional promotion for the PRISM that will lower the PRISM costs by $a monthWe have also removed the leased modem fee of $on the internet portion of the billing. In order to do this we had to convert the modem to a purchase which will bill the account $($including tax) for the modem chargeWe have issued an adjustment already for the $just wanted Mr*** to be aware when his next bill prints. Also we have adjusted the $22.59 increase on March 10ths bill and the $on the April 10th billthe customer will see a total of of credits on his next bill that comes out on May 10thHe will also see prorated credits for the additional discount that has been added to the Prism services. These changes will get the service charges down approximately to $a month which is a little less than the $which was being billed previouslyWe understand the changes being made to the account may cause the next bill to appear confusing with the credits and prorationsIf Mr*** has any questions when the bill is received to please contact our team at 1-800-244-Sincerely, MrC***