CenturyLink

Centurylink appreciates *** *** *** giving us the opportunity to review our handling of his accountI would like to apologize for the less than exemplary service that *** *** recently received from Centurylink representativesHis comments are appreciated, and to improve customer service,
will be investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs wellOur records indicate that we had sent *** *** boxes to return the equipment and per the *** tracking information the delivery was refused by *** *** and sent back to usWe have sent additional boxes per this complaint to return the equipmentThey will arrive within 10- daysIn an effort to satisfy, We have adjusted the full bill amount on the account for the frustration and the confusion that was created by our agents that did not address the billing properly to provide a resolution to *** ***s billing complaint Centurylink regrets any inconvenience *** *** has experienced Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this is at least on the road to a resolutionMy account number is *** and it was for address *** *** *** ** *** * Colorado Springs CO ***They can contact me on my cell phone *** for any other questions regarding a solution.
Sincerely,
*** ***

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 the opportunity to review Mr***’s account, *** *** ***. Our records indicate Mr*** removed his Prism service on April 29, 2016. Upon review of his January to May bills, the only month Mr*** was billed over $was on the February 25,
bill. His February, March, April, and May bills reflect charges for *** ***) movies, which would not have been included in the $rate he was expecting to pay. He was billed $in February for PPV, $in March, $April, and $in May. In addition, he was not paying the entire balance due each month or $he believed was to be the monthly charge, except in March. We received a $payment on February 22nd, $on March 25, $on April 1st, $on May 13th, and $on June 16th Mr*** was correctly billed a $Early Termination Charge on the May 25, bill for the Prism service. In an effort to satisfy, a credit for $was applied to the account on July 5, 2016. His current balance due is $251.49. The balance due includes a past due balance as full payments have not been received. The balance due is valid and the charges have been sustained CenturyLink regret any inconvenience Mr*** has experienced. *** CenturyLink Customer Advocacy

CenturyLink appreciates Mr& Mrs*** giving us the opportunity to review our handling of their account, *** *** ***. I would like to apologize for the less than exemplary service that they feel they recently received from CenturyLink representatives. Their 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 Mr*** spoke with a representative on January 13, 2017. An order was issued to upgrade the Internet speed and a new promotional discount, with term commitment, was added. This order completed on January 17, 2017. Our records do not indicate Mror Mrs*** called repair to report problems with their Internet speed after it was upgraded The account was disconnected July 24, 2017, with a July 5, effective bill date. The July 5, Closing bill correctly reflects a $Early Termination Charge. In an effort to satisfy, a credit for the Early Termination Charge has been applied to the account. A credit for $was issued on August 7, 2017. The current balance due is $ ***
*** *** ***

I have reviewed the Revdex.com Complaint from *** regarding a billing dispute on a closed accountI would be happy to help with this issue if the customer can provide me with their closed CenturyLink account numberSincerely,Mr.***

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 there has been no late fee charged to the current months billing or previous months billing
statementAlso we have investigated the account and the customer is not set up with paperless billing and we have been mailing the bills to the address listed on the account and show these bills all being postmarked and sent outOur records also don't indicate that we have received any returned mail that we have sent to the customerCenturyLink does offer auto payment options to prevent any late payments if interested please contact our team at ###-###-####CenturyLink has closed this complaintSincerely, Mr***

A credit for $plus tax was applied to Ms***’s account, in an effort to satisfy. As reflected on the monthly bill, Ms*** is on a promotion(s) that includes a twelve month commitment. The following verbiage is reflected on the monthly statement: CENTURYLINK SAVINGS YOU ARE RECEIVING A REDUCED MONTHLY RATE FOR YOUR HIGH-SPEED INTERNET SERVICE BECAUSE OF YOUR MONTH TERM COMMITMENT. WHEN YOUR CURRENT AGREEMENT EXPIRES ON 04-01-YOUR MONTHLY RATE WILL CHANGE TO THE STANDARD RATENOTE: THIS DISCOUNT MAY VARY DEPENDING ON THE PRESENCE OF AUTOPAY AND PAPERLESS BILL. YOU ARE RECEIVING A REDUCED MONTHLY RATE FOR YOUR HIGH-SPEED INTERNET SERVICE BECAUSE OF YOUR MONTH TERM COMMITMENT. WHEN YOUR CURRENT AGREEMENT EXPIRES ON 04-08-YOUR MONTHLY RATE WILL CHANGE TO THE STANDARD RATENOTE: THIS DISCOUNT MAY VARY DEPENDING ON THE PRESENCE OF AUTOPAY AND PAPERLESS BILL. If Ms*** decides to keep her Internet service and disconnects the account after August 19, but before the commitment date(s), she will be charged an Early Termination Fee. This charge will not be adjusted *** CenturyLink Customer Advocacy

Complaint: ***
I am rejecting this response PARTIALLY because:Thank you for providing the adjustments to retroactively bring the monthly total to $84.94. When I first signed up, the bill was to reflect $90.20/month for the duration of months. A customer service rep/manager months latter realized the complete mess and frustration and attempted to adjust the bill even further down to $84.94/month for the remainder of the contract. Seeing CenturyLink can’t bill out at the $84.94, are you able to honor the initial bill agreement of $90.20/month for months? The total amount is hardly a steal of a deal, or a decimal point placed in the wrong location… We’ve had services through you in the past and paid something similar for the first months I believe.I signed up around Thanksgiving and was seemingly taking advantage of holiday promotions. It seems I’m being told there are not sales or promotions and should be paying the full retail pricing to continue services with CenturyLink.I’d like to know if Centurylink will honor the initial pricing agreed to at signup of $90.20/month? If we can’t make this work, I will have no choice but to take CenturyLink up on canceling services with the waived Early Termination Fees as stated in their response. I will obviously never conduct business with CenturyLink in the future knowing their stance on honoring contractsSeeing that the cancellation offer is valid till July 13th, what date does this turn off the services? Services are paid a month in advance if I recall, to July 21st?
Sincerely,
*** ***

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,
*** ***
have them call for ppaper less billing *** *** ***

Initial Business Response /* (1000, 4, 2015/08/20) */
CenturyLink has received a copy of Revdex.com Case# XXXXXXXX, created by *** ***
CenturyLink does offers promotional pricing which may include monthly discounts for new customersThese promotional discounts are not
automatically reapplied once the promotion has ended, which is generally a month periodPromotional offers change frequently and the same promotional rate is not guaranteed each year
Mr*** is currently being billed what is called a Year Price Lock bundle which included a voice line with unlimited calling and calling features as well as 10Mb internet servicesBut since in his complaint he stated he doesn't need a voice line, the best option for him would be to be placed into our CenturyLink Pure Broadband bundleThis is our internet only service and will have a monthly lower price
We do have a new promotional offer for CenturyLink Pure Broadband service which discounts $off per month for months with a month commitmentThis would bring his billing to $44.95/month, not including equipment rental fee, and taxes and feesIf this new offer was added and Mr***' sets up Autopay service, he would save an additional $10/month for months on top of the $monthly discounts
This would bring his monthly charges down to $for the package price, not including equipment rental fee, and taxes and feesThis offer would include a month commitment, if services are disconnected before the month commitment is met, an early termination fee up to $would be assessed
If Mr*** wishes to add this new promotional offer he can contact our retention department toll free @ X-XXX-XXX-XXXX and ask to speak with a retention agent and advise the agent that they wish to change to CenturyLink Pure Broadband service
I have also added a courtesy credit of $to the *** accountCenturyLink apologizes
for any inconvenience
Sincerely,
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (3000, 6, 2015/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I got the august bill and it was reduced to dollarsI was happy and the phone message said it would be next monthI recieved Septbill and it was They lied again*** on August 17th told my wife that was the bill for SeptI called today August and they said that my previous package had expiredThis was FIVE days agoI am changing my bill to broadband only for I wanted the auto pay to take off dollars a monthFor some reason they could not do that over the phoneThey never tell me these specials on the phoneI still want $for all the lies and broken agreements over the phoneI can't trust anything they tell me over the phoneFor instance, I asked how much was equipment fee was for broadbandShe said 8.99, my bill said She first said that was a tax on the equipmentI asked why so much? That is not percent for IndianaThen she said it was a recovery feeWhat is the real truth? I wanted the bill date to be the same as it was, I doubt that will happenI wanted the service period to be pro rated for Aug13- SeptI don't trust any on this will happen as she saidIs the problem with your company poor training or purposely lieing on the phone to get more money from your customersSome people will fight for what is right
Final Business Response /* (4000, 8, 2015/09/04) */
Mr*** will need to sign up for AutoPay as soon as possible as it may take up to billing cycles for $monthly credit to apply, but as a courtesy we have added a months' worth of AutoPay discounts in the form of a onetime credit of $20, as well as another credit of $51.83, totaling $This will be our best offer and final offer to resolve this issue
CenturyLink apologizes for an inconvenience
Sincerely,
***
CenturyLink Customer Advocacy
Final Consumer Response /* (2000, 10, 2015/09/14) */
(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*** feels she 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 Ms*** requested the disconnection of her account via email on January and 12, 2018. She was advised that she would need to call our Business Office to have an order issued, as a disconnect order cannot be place online or through email. Ms*** spoke with a representative on January 12, but call was disconnected prior to the order being fully verified and completed. Thus, the order did not get issued. On January 15, 2018, CenturyLink received an email from Ms*** who requested a copy of the order confirmation. She was advised that the representative did not complete the order, as the call was disconnected prior to the completion of the order. She was advised she needed to contact the Business Office. The account does not reflect any further customer contacts In an effort to satisfy, an order to disconnect the account was issued on April 9, 2018, with a January 12, effective bill date. The effective bill date will credit previously billed charge back to January 12, 2018. Margaret CenturyLink Customer Advocacy

I have reviewed the customer's reply regarding their now closed accountI show on the Aug 19, bill the charges were backdated to June 23, they were not charged an early termination fee.Sincerely,Mr.***

I have reviewed the complaint from *** regarding problems with her Internet service and inconsistent billing amountsI checked ***'s internet she is currently training at 109% 65mbps on a 60mbps provisioned line it seems the issues has been resolvedIf *** is having problems on her side
we are happy to further escalate a Repair request as needed we do have 24/Tech Support I reviewed the last months of billing showing the reason for her bills changing is due to them not being paid each month by the due date causing late fees and two months worth of chargesTo avoid this we recommend setting up auto pay which can be done from our website www.CenturyLink.comCenturyLink apologizes for previous service issues and happy to further assistSincerely,Mr.***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complainant’s rebuttal and found the following: It appears that the service order *** due to be initiated on December 8th, was eventually canceled and never generated any bill
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

CenturyLink appreciates Mr*** writing regarding his recent experience with our company I would like to apologize for the less than exemplary service that Mr*** recently received from CenturyLink representatives. I have requested that his address, *** *** ***
*** ***, be removed from our mailing list. This request was made on July 14, 2016. Please be advised that it can take from thirty to sixty days for information to be removed from all telemarketing lists *** 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 per our account notes we are currently not showing that the customer had called in to placed a order to
disconnect servicesWe did investigate that that customer has not used any data since the service was activatedCenturylink has decided to credit the billing, because there was not data usedCenturylink has closed this complaintSincerely, Mr***

Initial Business Response /* (1000, 4, 2015/12/01) */
12/01/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Ms***'s CenturyLink account, I found this issue to be a duplicate complaint and has
already been researched and resolved by other CenturyLink Customer Advocacy managers (response to the FCC):
Ms*** ***
*** *** ***
*** *** and *** ***
XXX XXth *** SW ***
Washington, DC XXXXX
Re: ***, *** - IC# XXXXXX
Notice of Informal Complaint Service Date 10/19/
Dear Ms***
Please be advised that CenturyLink has completed a review of the complaint filed by Ms*** ***In the complaint, Ms*** stated that she was not billed the price she was quotedMs*** also stated she has not received a return equipment label
CenturyLink regrets any frustration experienced by Ms*** regarding this issueOur records show that Ms*** also submitted an executive escalation in regards to this issueAs she was advised in the executive escalation response, her first bill included prorated and one time chargesSince Ms*** was not advised of the prorated and one time charges, a credit was issued to her account for those chargesWhen Ms*** cancelled her services, she was billed an Early Termination fee in errorA credit was also issued for that chargeMs*** was advised that CenturyLink would only charge her for the service dates in which she had serviceThat amount was $
Our records also state that since Ms*** did not receive a return label when she received the return equipment box, she was advised she could manually ship the equipment back to CenturyLinkMs*** was advised she would receive a credit to her account to cover the shipping costA $credit was issued to Ms***'s account on 11/4/to cover the shipping expensesWith all the credits applied to her account, Ms*** now has a balance of $
If you have any questions, please do not hesitate to contact this office
Sincerely,
*** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
As this issue has already been addressed, CenturyLink is closing this Revdex.com complaint
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm satisfied, but still very poor business and communication practices on behalf of most Internet/Cable TV/Phone service companies in the state of FloridaThe FCC should do a better job of regulating "bundle services" and billing

CenturyLink appreciates the opportunity to review Ms***’s concerns regarding an inquiry on her credit report. Ms*** can send a letter to CenturyLink requesting removal of the inquiry. In the body of the letter, she needs to reference the date the credit check was done, the service
address discussed, and why the inquiry should be reversed. Her SSN is optional but would be beneficial for the process. The mailing address is: CenturyLink *** *** *** *** *** *** ** *** CenturyLink regret any inconvenience Ms*** has experienced. *** CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Centurylink would like to offer its sincerest apology for the difficulty in getting this account issue resolved during this difficult timeThe account is noted as to the times the caller made the
request but at the time, the agents were unable to verify or establish that the person of note on this complaint was authorized on the account as she did not have the account numberUltimately, the account was disconnected and back dated to reflect the correct dateThis resulted in a slight underpayment of $cents and this has been adjusted to zeroThe reason it went into a delinquent status as the final balance on an account that is set up on autopay will make several attempts to charge the credit card associated with the accountThere isn’t an overcharge of any amount for reasons that are self evident and as a result, CenturyLink could no longer validate any transactionsThis is an automated system and as such was unaware of the reason for the accounts cancelation of serviceAt this time the account is at a zero balance and the account has been closed since November 2ndCenturyLink offers it’s sincerest condolences for the complainant’s loss and appreciates the opportunity to correct any outstanding issues encountered as a result of the autopayment associated with the accountCenturyLink 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