CenturyLink

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding his billing. I have reviewed his account and found the following: After review of the account, Mr*** last contacted technical support on May 29, The issue appears
to have been resolved that day. I have asked that our High Speed Internet support team test the line on February 24, A manager has left a message for Mr*** and a dispatch is scheduled for February 25, With testing it looks like Mr*** has experienced some issued with his service this monthI will adjust a month of High Speed Internet service as a matter of customer satisfactionIn the future, Mr*** should reach out to our High Speed Internet technical support team at * *** to make us aware of any issue he is experiencingSincerely, Ms***

I have reviewed the RevDex.com Complaint from *** regarding a disputed bill on a closed accountI have reviewed the account notes and show this issue was resolved all charges have been adjusted off the closed account on 3/31/I have also sent a request to our Credit
Department to ensure any negative credit reporting has been taken care of due to our errorCenturylink apologizes for the time and frustration the customer experienced trying to get this resolvedSincerely,***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: After reviewing the closed FCC complaint already addressed it has been determined that it was resolved as was promised Currently the customer has again opened
another complaint with the FCCIn addition to the complaint information read, I listened to the phone call transcripts as wellIt is clear that there are several inaccuracies in what this complainant is requesting and what transpired on at least two of the calls reviewedWhen an impasse on the customers’ expectations of pricing actually available occur as is apparent in this complaint and research already done we do allow for customers to opt out of the service with no early termination penalty if and when applicableCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** *** CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

I have attached copies of Ms***’s May to August bills for her review. As reflected on the July 9, bill, she had a past due balance in the amount of $356.82. The CenturyLink account was not current in July *** CenturyLink Customer Advocacy

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 this issue has previously been handled and resolved by MrL*** from our executive officeAn
order was placed to add the appropriate discounts on the accountFor further questions or concerns please reach out to MrL*** as he is your single point of contactCenturyLink apologizes for the frustration encounteredSincerely, MrC***

Complaint: ***
I am rejecting this response because: I "am" a current residential service client and you should know that if you have so thoroughly researched my records! However my family and I are questioning whether or not to continued business with your despicable company pending the outcome of this complaint! We fear that if we try to cancel our residential service you will continue to try to hold us to some "phantom contract" like you did with my commercial service when I attempted to stop it! I was a commercial customer when you were called "***" in 2005-2006 and I was treated in the same fashion as I am being treated now and I believe it is just a matter of time before you suffer the same fate as *** (at least I hope you do!)
Sincerely,
*** ***

Complaint: ***March 28th,
I am rejecting this response because: As I have communicated to Century Link, my lease is up at the end of April '16 so it would not make sense to sign a month contractI feel that a reasonable solution would be for Century Link to honor the price that was quoted to me for my last month of serviceThe representative from Century Link said that it was an unreasonable request and that I would need to cancel my service or pay a higher amount which was not originally agreed upon. While I understand quoting mistakes happen, this quote error happened two timesWhen I initiated service and then again when I called to communicate the billing error to the escalations department. For the sake of basic customer service and satisfaction the original quote should be honoredI hope that Century Link will agree
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:After carefully reviewing my bills from Century Link, I found I do in fact owe them December 2015's billingHowever, my total monthly bills amounted to $I will pay that immediately for the month of DecemberI was not told by the customer service rep who closed out my account that that amount was pending and will rectify it right awayHowever that billing cycle ended on 12/28/How is it possible without late equipment charges and no cancellation fees as the business stated to be charged around $for service from 12/28/to 1/6/16? The amount should be close to $not four times that
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/08/20) */
CenturyLink appreciates the opportunity to review Ms***'s account, HXX-XXXX XXXThis account was established on December 28, for billing of Ms***'s *** serviceMs *** made monthly payments on this account until it was
disconnected on December 1, The last payment we received was on November 24, While the account was disconnected on December 1, 2014, CenturyLink had already received charges from *** for the November to December 12, billing periodThese charges appeared on the December 1, bill
Ms***'s *** account may show as current, as CenturyLink has paid *** for the charges that appeared on the December 1, billThe balance due is valid and has been sustainedI have attached copies of Ms***'s December and December 9, bills for her reviewI regret an inconvenience Ms*** has experienced
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response, however I would like to note again that no final bill was received from Century Link and no correspondence (either by mail or phone) was received requesting paymentThis could have been resolved prior to sending to a collection agency if Century Link provided information to me

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 Our records indicate Ms*** upgraded her Internet speed on June 3, 2016. This increased her monthly cost approximately $per month. Ms*** is currently billing correctly for the products and service on her account. CenturyLink is attempting to locate the call recording for further review. Once the investigation is complete, an Escalations Representative will contact Ms*** to discuss possible resolutions In an effort to satisfy, an adjustment has been applied to the account for the difference in rates for four months. A $credit was issued on October 25, and should be reflected on the November 13, bill. CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

CenturyLink has exhausted all investigatory resources in regards to this issueWe have no new information to add and find our original investigation and response to be validWe are unable to assist any further as we have not been provided with the account number that was requested on our previous response to *** ***We would be happy to investigate her concerns further once we are able to locate the account in question CenturyLink has closed this complaintSincerely, *** ***

I have reviewed the billing complaint from *** regarding a dispute on an early termination fee charged on her final billI reviewed the account notes showing on 4/17/*** called in about their bill increase it was due to their promotion expiringOn 4/17/*** agreed to a year promotion
giving her a $monthly discount which they did received for months before cancelingI do show a few trouble tickets over the past few months and notes indicating the customer was going to purchase a new modem which seemed to be the problemBased on my findings I have credited the closed account 1/the fee $since *** did received $in discounts due to her service agreement. CenturyLink feels this is a fair resolution based on the circumstanceSincerely,***

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 The person who contacted me was very polite and courteous He listened to a summary of the issue and knew immediately what needed to be done He advised me of the sums that had already been returned to me I will only be responsible for the charges prior to May He listened as I gave suggestions as to how customers might be treated with more courtesy, and I appreciate all that he has done and is doing for me Thank you to *** *** for filing the complaints for me. *** ***

CenturyLink appreciates *** *** giving us the opportunity to review our handling of her account, 448173437. 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 Prism was added to *** ***’s account on November 23, 2016. An Escalations Representative has confirmed *** *** was told she would receive Showtime, Starz, and Encore for three months at no charge. This was incorrect information, as CenturyLink does not currently have a promotion giving customers free Showtime, Starz, and Encore. I apologize for the miscommunication The Escalations Representative spoke with *** *** on January 5, 2017. The Showtime package was added to the account, as it is not part of her Essential programming package. The representative issued an $credit to the account to cover the cost of the Showtime package for three months. *** *** accepted the resolution *** *** is a valued customer and I apologize she was not treated in this manner. CenturyLink regrets any inconvenience *** *** experienced *** CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from *** regarding a billing dispute on her closed accountI reviewed the closed account showing the balance on July 4,Bill was $506.01 after the credits we issued and the customer's payment the balance is now down to $
Starting September the customer made payments each month but not for enough to cover the balance so the total due continued to grow until the service was canceled as of 5/25/2016. The customer can continue to make payments to fishing paying off the final balance if they can't pay the balance in fullWe apologize the TV service didn't work as it should have and the frustration trying to get the fees adjustedIf the customer has any additional questions I'm happy to help if they need immediate assistance they can contact our Billing Department ***.Sincerely,Mr.***

12/08/2016 I have received a copy of the Revdex.com complaint filed by *** ***, regarding a billing dispute. Unfortunately, Mr*** did not provide his CenturyLink account numberIf Mr*** does not have his CenturyLink account number, I would advise him to contact
CenturyLink customer service at ***CenturyLink customer service or collections department can locate accounts by various methods utilizing account holder information. In order to investigate his complaint, I will need the CenturyLink account numberOnce I have the necessary information I will be able to investigate his concerns CenturyLink apologizes for any frustration Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: An escalation has been submitted to the Area Plant Supervisor to get this addressed if at this writing it has not been so alreadyThis should happen in the next to business daysCenturyLink 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 *** *** giving us the opportunity to review our handling of her accountI would like to apologize for the less than exemplary service that *** *** recently received from Centurylink representativesHer comments are ppreciated, 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 an order was placed on June 28, to remove the phone service, and a loyalty promotion was added to reduce the monthly costs of the internet service that are still being provided Centurylink regrets any inconvenience that *** *** has experienced Sincerely, *** ***

CenturyLink appreciates the opportunity to review Mr*** account, ***. Our records indicate Mr*** contacted repair on November 25, to report slow Internet speeds. The repair ticket indicates the line was unstable and a technician was dispatched.
However, the service was suspended for non-payment. Prior to this ticket, Mr*** had not reported any speed issues. The service is currently provisioned for 60Mpbs A Broadband Escalations Representative was unable to test the line, as the service is suspended for non-payment. However, past usage would suggest Mr*** has been receiving the Mbps speed. Due to the limited repair history, Mr*** request for compensation has been respectfully denied Margaret CenturyLink Customer Advocacy

Complaint: ***
I am rejecting this response because: this still does not resolve the issues with the transfer of service or the features on my account, which I have contacted you about about since the change in serviceIt seems like you pick and choose what you think the issue is rather than actually call or contact the customer for resolution
Sincerely,
*** ***