CenturyLink

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*** is getting the reduced
promotional rateMs*** has been advised, taxes and surcharges have increased the monthly billing amountI have left Ms*** a voice message with my contact information for any further questions or concerns** CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a email disputeAfter investigation of Ms***'s complaint it has been found that the email that we have on Mr*** ***'s account is similar to Ms***'s but serviced through
google not through AOL as Ms***'s isWe have sent notifications to the customers email that has been providedIf Mr***'s email is somehow forwarding them to Ms***'s email that is something that is out of our controlOur system shows the emails being sent to a Gmail account. Furthermore we show this account being closed at this time so emails will discontinue to be sent as the final bill has been sent to the customer.CenturyLink apologizes for the frustration encounteredSincerely, Mr***

I have reviewed the Revdex.com Complaint from *** regarding a dispute of a early termination feeI have reviewed the closed account there seems to have been some confusion when the customer called in back in December he was put on a new promotionI have gone ahead and adjusted the
$due to the confusion and conflicting information given to the customer the account now has a zero balanceWe apologize for this error and the frustration this has caused.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 Thank you ** for taking the time and having the interest to find this information for me.
Sincerely,
*** ***

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 we are not showing the modem being returned at this timeIf Mr*** can provide us with the tracking
number on his receipt we can further investigate and resolve this issueSincerely, Mr***

Complaint: ***
I am rejecting this response because: CenturyLink has all the information to reverse the inquiry from my initial complaint already, so this appears to be yet another stonewalling tactic to correct a serious lapse in ethical behavior from one of their employeesFurther, as I had no response on this complaint for more than a month, I have already sent a certified letter to Mr*** ** ***, Chief Ethics and Compliance Officer at CenturyLink asking the sameI am currently out of the country, but will send another certified letter to the suggested address (although the request to entrust them with my SSN is laughable given the circumstances) when I return on Oct 24, assuming I have not received a response from Mr***'s office
Sincerely,
*** ***

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, I verified Mr*** reviewed all concerns in
this complaint with a supervisor on September 18, At that time, Mr***’s service was upgraded and a bill credit for $was issued with the orderAll Mr***’s concerns have been addressedI apologize for any inconvenience CenturyLink may have cause Mr*** 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, I verified CenturyLink can only provide Internet
at 1.5mb to Mr***’s locationTechnicians have gone out and reduced the broadband speeds due performance issues on the lineI have spoke with Mr*** regarding the reason for the speed reduction due to network performance issuesI apologize for any Inconvenience CenturyLink may have cause Mr*** CenturyLink Customer Advocacy Group

09/15/2016 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 the service was established on 04/12/and was suspended for non-pay on 06/28/then
was disconnected for non-pay on 08/11/The balance amount including internet charges form 04/12/to 06/28/2016, early termination fee, taxes fees and surcharges totaling $ I found that someone had called CenturyLink on 04/28/however that person could not verify the accountA minimum of verification items are required to access an account i.ename, address, last of SSN, account number, order number or billed amountMs***’s last of her SSN is not on the accountShe would have had to verify account number, order number or billed amount in order for a CenturyLink agent to access the account (per CenturyLink’s account CPNI verification process set up for customer account safety from authorized changes or access to accounts) Ms*** would have been privy to the account number and billed amount as CenturyLink had mailed her 04/13/statement. On 08/11/2016, Ms*** called CenturyLink customer, verified the account and requested the service be disconnectedThe account was already automatically suspended for non-payment on 06/28/The agent pushed the suspension of service to a disconnection for non-payMs*** was advised of the charges due for the timeframe of 04/12/to 06/28/2016, early termination fee, taxes, fees and surcharges would be valid as there was no verified account access by Ms*** to CenturyLink repair to report problems with the service or to customer service about the bill statements (04/13/2016, 05/13/2016, 06/13/and07/13/2016) sent to Ms*** or how to return the CenturyLink lease equipment that was delivered on 04/07/2016(see *** proof of delivery below):-------------------------------------------------------------------------...⇄ This notice serves as proof of delivery for the shipment listed below Tracking Number: ***Service:*** GroundWeight:lbsShipped/Billed On:04/06/2016Delivered On:04/07/2:P.MDelivered To: *** **, US Left At:Front Door Thank you for giving us this opportunity to serve you Sincerely, ***-----------------------------------------------------------------------------...⇄ To avoid non-returned equipment fees, I would advise Ms*** to return the lease CenturyLink equipment either utilizing the return label within the box or the return label I have requested to be sent to Ms***’s billing address on the account (should be delivered with business days)Ms*** will need to retain the return label’s tracking number for proof of return to CenturyLink as CenturyLink is not be provided return label tracking numbers. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms*** issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationCenturyLink has sustained the balance due and 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 address disputeAfter investigation of Ms***'s account it has been found that our records indicate that the billing address in the systems shows the address with the unit number
attached to the addressOur system shows the billing address as *** * *** *** *** *** ** *** CenturyLink apologizes for the frustration and has closed this complaintSincerely, MrC***

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a service disputeAfter investigation of Ms***'s account it has been found that our most recent trouble ticket reported showed issues with the customers modemOur records indicate that a
modem was expedited to the customer to resolve the issues that were being encounteredFor further assistance please contact our technical support specialists directly at 1-800-788-CenturyLink apologizes about the frustration encounteredCenturyLink has closed this complaintSincerely, MrC***

I have reviewed the complaint from *** regarding a billing dispute and return label requestI reviewed the account billing history over the past year showing the customer has several restoral and late fees due to not paying the full amount of their bill by the due date creating a much higher bill
than expectedBased on the notes it shows the customer recently renewed their service agreement for another month promotion when their initial service agreement expiredThe account is currently interrupted due to non payment if they would like to disconnect the account and be issued a modem return label they would need to speak to our disconnect department ***We apologize for any frustration this dispute has caused.Sincerely,***

Complaint: ***
I am rejecting this response because:1) We were only compensated $for 1wk of no service during the one month we had Prism TV and Internet.2) In your reply to this complaint, you stated there is a $balance, but we just received a bill from Century Link today!(8/24/16)We would like a larger refund from Century Link and we are not paying any other balance
Sincerely,
*** ***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Tracking verification provided by the customer has verified the return of the modemOrder number *** to remove the modem lease has been issued and the effective bill date established back to
October 21stAny charges that have occurred from that date to current will be adjusted offThe customer should continue to pay the bill in full to avoid late charges and the need to go back and adjust those as well 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

Complaint: ***
I am rejecting this response because:CenturyLink is saying that they did not have enough information. However, the address and phone number given in regards to the complaint was correct. The account is in my mother's name *** ***, but I am the person who conducted business for her and my name was supposed to be added on her account when it was initially set up
Sincerely,
*** ***

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint rejectionCenturyLink considers the customer offer as reasonable given the current pricing on the services in questionPrior to this reply, the account has been
disconnected and all charges have been negatedNo collection activity has been initiated as there is no balance and therefore no credit bureau would be notifiedCenturyLink provides that this is sufficient to close this complaint as resolved CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

I have received the additional information from *** and adjusted all charges off the closed account due to it never being used because of the extended due date to activate serviceThe account now has a zero balance.Sincerely,Mr.***

I have received a copy of the Revdex.com complaint filed by *** ***, regarding a auto payment disputeAfter investigation of Ms***'s account it has been found that on 01/23/Ms*** contact our customer care and was transferred to our auto payment
department and the auto pay was added to the account We apologize about the frustration Ms*** has expressed and appreciate the opportunity to investigate her concernsCenturylink has closed this complaintSincerely, Mr***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complainant’s rebuttal and found the following: Thwe customer must be enrolled in paperless billing as well autopayment for the promotional rate to remain at the $billed as courtesy to the customer on the first bill If both the criteria are not established within days the promotional discount of an additional $a month is removed Centurylink is not adjusting the difference as this was caused by the customer’s inaction not the CenturyLink promotion In lieu of the difficulty getting resolution to the billing issue Centurylink has adjusted the early termination fee of $but additional adjustments are not warranted 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

I have reviewed the billing complaint from *** regarding her bill being higher than expectedI reviewed the account notes showing the customer was given $in credits on the January bill to resolve her overchargesI show she is currently getting $+ $modem
+internet cost recovery fee for her CenturyLink internet service that is the lowest possible rate available for the service she hasI checked the customer's internet speed showing they are training over 100% rate for both upload and download speeds it seems their service has been fixedIf the customer has any question on billing disputes with her *** ** package or promotions she would need to contact them for a programing and price review per our agreement with themWe just display the monthly charges *** ** sends to us our Consultants aren't able to make changes to *** ** service. CenturyLink doesn't have any control over the *** ** service agreement either that would need to be discussed with themIf the customer has any specific billing questions with her Centurylink internet service we are happy to further assist as needed We apologize for any confusion and frustration this billing dispute has caused Sincerely,Mr.***