CenturyLink

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, ***. I would like to apologize for the less than exemplary service that Mr*** recently received from CenturyLink representatives. His 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 wellOur records indicate a credit for $was applied to the account on February 11, 2016. The account currently reflects a zero balance due. CenturyLink regrets any inconvenience Mr*** has experienced*** CenturyLink Customer Advocacy

Hello, While yes I made a choice many people make every day and I would of been happy to of continued my CenturyLink service, they do not provide the same service therefore it is not for and CenturyLink is not upholding their end of the agreement At this point this back and forth where CenturyLink takes a full days to write a response that could be formulate a response that is obviously cut and pasted had gone on to long I am willing to settle, when CenturyLink provides me with a bill free of any late charges (which is largely their fault considering the length of time it takes Steve to respond to these) and NO TERMINATION fee for prism(since that service is not offered at my new residence) and an effective shut off date of all services at March the day we moved and requested the termination (which their e***lent customer service failed to execute as well as mention the ETF) Additionally I would like to know what the difference would be of my internet service wasn't discounted based on me "agreeing" to a contract Until these demands are met this will continue
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this rebuttal: The reason that I was unable to find the account with the name and the address given is this is an authorized party to a business accountUntil I had the account number or the name the account is under there would not be a way to verify the information provided in the complaintChecking the location and the availability of upgraded service to this location, there isn’t any currently availableUntil such time the network engineering and marketing teams decide there is an ability to upgrade the area that meets the needs of both the consumer and the company this will be the only speed offeredThe upgrade to very rural areas such as this person’s location are dependent on a myriad of various network and marketing considerationsThese are considered Centurylink proprietary marketing strategies and the criteria for such decisions is propriety marketing information and not disclosed to the public until such time the service upgrade is planned, funded and operational Sincerely, Steve S***

Initial Business Response /* (1000, 4, 2015/12/14) */
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 training
Upon
review,
Mr*** has been given all adjustments associated with the final billingThis issue was resolved on December 10, through the CenuryLink day price guarantee processMr***'s account is now at a zero balance, a revised final statement will be sent out within the next days
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
a zero balance is what I should have

CenturyLink appreciates *** *** providing the CenturyLink account numberOur records indicate the account was disconnected on August 5, 2014. At the time the account was disconnected, *** ***’s balance due was $365.33, as reflected on the July 14, bill. *** *** was correctly billed a $Early Termination Charge on the August 14, bill. The current balance due on the account is $ Our records do not reflect that CenturyLink was informed that MrTraslavina was in the military. If *** *** could provide a copy of her husband’s Military ID, CenturyLink will credit the $Early Termination Charge. *** *** would still be responsible for the remaining balance due ***
*** *** ***

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing disputeAfter investigation of Mr*** account it has been found that per our records the customer has been made aware that the charges for the modem are valid and has been
explained out modem return policy. Centurylink had sent the customer a return label with return instructions on November 10, After days the modem charge was assessed to the accountCenturyLink has reviewed the customers complaint and has sustained the position of the charges as Centurylinks equipment was not returnedCenturyLink has closed this compliantSincerely, MrC***

CenturyLink appreciates *** *** 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 training.Upon review, I verified *** *** ordered CenturyLink high
speed internet on 11/01/2017, it was to be installed on 11/03/Unfortunately, this work order was assigned to equipment that is not yet ready for service, therefore CenturyLink had to hold her order*** *** should have been notified of this issue on her contact numberThe order was assigned a new due date of 11/16/but our records indicate, *** *** cancelled the service order prior to install CenturyLink apologizes for any inconvenience or frustration this issue may have caused *** ***.*** CenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer’s installation included a “Temporary” drop line that is to remain in place until such time Centurylink can have it buriedThis is usually about to
daysThe location of this customers residence experienced frozen ground conditions this year well past the February/March time frame and made it difficult to get wire buried in that time frameThe customer took it upon themselves to bury the wire and it’s not a UL listed qualified line that is used for temporary drop linesThat is why CenturyLink would have to remove it and replace it with a UL listed underground rated line; Centurylink does not reimburse people for this type of action taken without the express knowledge or permission of CenturyLink given in advance, which in the case of buried wire would not be givenIn an engagement prior to this reply, the customer got the *** and all the other order issues worked out with a Centurylink representative and is now on the correct billing promotionAll the applicable discounts that may not have occurred prior have been applied in the form of adjustments applied to the account and no further adjustments are warrantedCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***

06/24/2016 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 the account to be disconnected already with no early termination fee and an effective bill
date (reversal of charges) to 05/23/2016. I reviewed the account access and found the following for the timeframe Mr*** stated he called in May (all account access automatically notates an agent’s ID whether a notation was left or not): 04/19/2016: payment $***05/23/2016: Check account05/23/2016: Mr*** requested to transfer/move serviceMr*** ended the chat before the order was complete (no order placed)05/23/2016: Mr*** requested transfer/move of serviceOrder placed with due date of 05/25/with offer to waive the technician’s install fee As there was no access into Mr***’s CenturyLink account earlier than 05/23/2016, CenturyLink finds no credit to be warrantedCenturyLink has closed this account as already resolved. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint:
I am rejecting this response because:this complaint is because century link has missed their due dates and have caused many problems with my CenturyLink accountI'm requesting a call from Century Link for their failure to rectify their account with me as contractedThis has nothing to do with any other business but century link and their poor professionalismThey keep passing the buck by dodging this simple request from the complaint the the Revdex.com as you have been not willing to contact me or rectify my concerns about their poor service.
Sincerely,
*** Wilborn

In my previous contact with Mrs***, we both agreed for further review once *** billing is bundledOnce those charges can reviewed, we have a better understanding of the billingAt that time we can work on an resolution in regards to this complaintI have a follset up for the December billing on January 04, I will contact Mrs*** at that timePlease see my previous reply,
**
Customer Advocacy Group

After investigation the customer is currently being charges $a month for internet services plus any taxes or applicable feesThere was a discount added on 11-23-which brought it down from $a month to the $The additional fees on the customers bill appears to be a month billing installation for the charges of a tech coming out and installing a new jack in the customers home which is a charge of $Customer chose to break this charge up into installments that will bill over months which is $a monthWe have reviewed the customers billings and have deemed them accurate and correct for the products and services renderedSincerely, Mr***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Subsequent to this complaint and prior to this reply the issue and subsequent billing have already been resolved The mount of adjustment requested in the complaint has already been
credited and there hasn’t been any credit bureau reporting to date Centurylink provides this is sufficient to meet the settlement requested by the customer and ask that the complaint be closed as resolved 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

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: There seems to be a misunderstanding of the pricing and the promotion either by the customer or because of the way it was explained by the agent The only $pricing on internet
service available requires the internet service to be bundled with a home phone package The next option, the one the customer is enrolled in is $for a term of months and if the customer enrolls in paperless billing there is an additional discount of $and another discount of $for enrollment in autopayment Apparently the speed was keyed incorrectly on the initial order and 40M is still an optionIf the customer is interested in having this done, please have him contact the manager handling the complaint at *** In any instance, the customer will need to understand that the monthly rate will be $with the $discounts for paperless billing and autopayment not $as was the customers previous understanding CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaint Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

I have reviewed the customer's closed account and show the reason the customer's bill change is due to promotions expiringWe try to avoid billing surprise increases by reminding customers each month how many months they have left of their promotions on their bill. Based on this customer's situation I have adjusted off the remaining balance from the account it now has a zero balanceSincerely,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, This issue has already been escalated to the
CenturyLink Executive OfficeMs*** will receive a response for all concerns through the Executive office process** CenturyLink Customer Advocacy Group

I have reviewed the complaint from *** regarding a billing dispute for landline services vrs stand alone internet serviceIt seems there may be some confusion on what is required to have our internet serviceOur internet service runs through the phone jacks and wiring in a customer's house not
a separate cable that does not use typical phone jacks like cable internet providers useCustomer's do not have to have a home phone service to get our internet service although standalone internet still runs over our phone wiring and ethernet phone jacks in the customers houseI reviewed the account notes and history I don't show where the customer was inquiring about dropping the phone service and requested a change to internet only service I show the customer was on a home phone plus internet package for $per month they are currently on a $standalone internet service and getting a discount of $per month for agreeing to a term commitment making their current rate $+ taxes,surcharges and feesBased on my findings I am adjusting the customers bill for months of the price difference $40.00xmonths=$credit to the accountWe expect our customer's to view their bill every month and contact us as soon as possible with any questions so we can address them in a timely manner. Our policy is to go back three months with any billing disputes giving our customer's the benefit of the doubt to resolve any billing issues We apologize for any confusion this situation has caused Sincerely,***

05/20/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** *** ***. Below are our findings:Upon research of Mr***’s complaint, I found that service had been set up on 05/05/under someone else’s name with Mr*** as an authorized person
CenturyLink has records that Mr*** called in regards to payment arrangements for this other account on 12/08/2015.This situation where an authorized person to an account that has been disconnected due to nonpayment and contains a balance due, then requests service at the same address is called indebted householdCenturyLink cannot install service for Mr*** until the previous account balance has been paid in full as since he has been an authorized person on the previous account since the date of installOnce the balance is paid, Mr*** may request new service to be installedCenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Review of Mr***’s CenturyLink account information confirms a final bill for his now cancelled account was generated on 02/07/Although the 01/07/statement he referenced did reflect charges associated with the service while it was active, the adjustments provided and applied to the account on 02/02/(referenced in initial Revdex.com response) are reflected on the final bill statement dated 02/07/Mr*** currently has a credit balance of $associated with account which will be returned to him via the form of a refund checkCenturyLink apologizes for any inconvenience Mr*** may have experienced regarding this situationSincerely,Ms***

Initial Business Response /* (1000, 6, 2016/01/04) */
12/31/Centurylink has reviewed the customer account regarding their request to cancel their serviceOur records indicate Centurylink received a request to port the customers service to another provider on 11/3/with a due date of 11/12/
The port request disconnected the service on 11/10/The customer is not required to call in to disconnect service as the port request takes care of the disconnecting the serviceThe customer received a $out of service credit on 10/29/The final bill reflected the customer received service credit back to 11/10/of $The customer was sent a refund check in the amount of $on 11/30/Centurylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 8, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)