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 reflect order *** completed on March 7, 2016, with a February 29, effective bill date. The March 7, bill reflects credit for previously billed service from March to March 6, 2016. CenturyLink regrets any inconvenience Mr*** has experienced*** CenturyLink Customer Advocacy

To whom it may concern: I have reviewed the customers’ complaint and found the following: CenturyLink would be happy to investigate any issues the customer has but is unable to at this time with the information provided in this complaintThe Name, the address and phones listed in the complaint did
not return any account informationIf the customer would still like CenturyLink to assist with this complaint, please have the customer contact the executive office Manager handling this complaint at any of the means listed belowPlease have the customer provide the account number or phone number and the service address and any other info as is printed on the billCenturyLink 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 Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care *** ***

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,
*** ***

09/13/2016 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 that CenturyLink had requested the overpayment to be refunded on 07/11/through the
bankPer the documentation, refund check number *** was mailed to Ms***’s billing addressOn 08/19/2016, CenturyLink voided the check as it had not been cashed and submitted a new request to the bank to issue a new checkRefund check number *** was generated and has been mailed to Ms***’s billing address. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’s 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 closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 helping me with this situation
Sincerely,
*** ***

03/29/CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Our records indicate an order was processed on 02/02/to increase Ms***’ internet service speed, per her requestThe order was scheduled to
complete on 02/06/On 02/04/it was necessary to place the order on hold due to issues in the field which prevented the speed increase from occurringThe customer was contacted and advised the due date for the order had been rescheduled for 2/13/On 02/09/Ms*** contacted CenturyLink to request the due date be rescheduled to 02/18/insteadOn 02/18/Ms*** contacted CenturyLink to check the status of the orderIt was determined at this time that the order had not been properly completedThe order was due dated for 2/27/CenturyLink waived the $tech installation fee due to the missed appointments associated with provisioning of the orderThe order completed on 2/27/As a one-time courtesy, we have also issued a $credit to the account to compensate the customer for month of internet serviceCenturyLink apologizes for any inconvenience Ms*** may have experienced regarding this matterMrs*** CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the complaint from *** regarding ongoing internet service issuesI have requested our highest level of Tech Support to contact *** and work to get this issue resolved they will be in touch within 1-business daysWe apologize for the issues I have also issued a credit to her
account for the downtime.Sincerely,***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Contrary to the customers statements in this complaint the customer was not charged for moving services from one location to another Account number
*** *** was only billed for the time that service was at the previous location or June 1st through June 30th The new location has a new billing date as dates for billing are assigned by area and moving from *** to *** are two different areas requiring a change in the account number and the billing date The new account number *** *** was created during the move and resulted in a new billing date When this happens the dates can overlap or extend to 1,and sometimes months plus several days or weeks of prorated charges but it’s still accurate and applies only to the time the service dates are relative to on the bill which indicates the specific period applicable The new account did not bill until august and contained pro-rated charges and credits for the period of time applicable to the move and the delayed bill and the charges are all correct; none are for transferring the services as alleged in the complaint Since there is no foundation for the adjustment that was given the adjustment reference number *** in the amount of $that the customer was given on August 16th will be reversed Additionally, the customer has been made aware on previous calls to Centurylink that if the customer does cancel service prior to the term commitment date agreed to there will be an early termination penalty assed on the final billing 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

Everything has finally been taken care of It's a shame that it had to be taken this far to get something accomplished I appreciate the issue being resolved, but overall century link really needs to step up their customer service and realize the customer is what drives their business
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,
*** ***

Initial Business Response /* (1000, 5, 2015/11/16) */
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,
I could only find one reported trouble on Mr***'s account, which was reported just before the removal of serviceI cannot validate Mr***'s request for $refundI have left Mr*** my direct contact information for further review of his concerns and request
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 7, 2015/11/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding his final bill dispute. In review of the account, Mr*** contacted CenturyLink on May 16, to dispute the final billA credit was issued of $resolving the
balanceCenturyLink apologizes for any inconvenienceSincerely, *** *** CenturyLink Customer Advocacy

CenturyLink has reviewed our previous responses to Mr***’s issue. Mr*** did not provide any new information. After careful consideration, we believe our original investigation and responses to be valid. CenturyLink has closed this complaint *** CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Subsequent to this reply, the amount in question has been negated and there isn’t any remaining balance owed As a result of the adjustment and disconnection the agency involved in
collections is automatically contacted and the complainant should no longer receive any further correspondences 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

04/13/CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings: Review of Ms***’s account confirms an order was processed on 01/26/to disconnect her CenturyLink services with an effective date of 02/09/16, which was the
last date of her current billing cycleThe final bill for the account was processed on 02/10/As Ms*** advised, it included an Early Termination Fee of $billable due to the fact the account was cancelled during the contractual time period it was under at the timeAs a one- time courtesy and based on the customer’s long time history with CenturyLink, I have issued a credit for the charges associated with the Early Termination Fee billed to the customer on her final billI have also issued credit for the service order fee associated with disconnecting the accountThe account currently has a zero balanceCenturyLink apologizes for any inconvenience Ms*** or her daughter may have experienced regarding this matterMrs*** CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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, All *** billing disputes are handled by
***Combined billing can take 1-bill cycles thorough the processCenturyLink can set up a billing arrangement in regards to billing owed for *** chargesI apologize for any inconvenience caused by the bundling error described in this complaint** CenturyLink Customer Advocacy Group

I have reviewed the complaint from *** regarding a disputed bill on a closed CenturyLink accountI would be happy to further investigate this matter if *** can provide me with the closed account numberI was unable to find the account with the information provided the number should be
on the bill *** receivedSincerely,Mr***

Veronica, I handed this job off to our rehab manager Matt F* He will be scheduling the dig Matt, Can you keep *** updated please? Thank you, Chad D*** 602-565-Supervisor Regional Opperations From: Espinoza, Veronica Sent: Thursday, February 22, 2:PM To: D***, Chad Cc: ***, *** * Subject: RE: Revdex.com Complaint for *** Chad, On the issue with this account would you kindly keep *** * *** (Cag Agent) updated on the progress with this project at the customer’s residence Thank you, Veronica From: D***, Chad Sent: Wednesday, February 21, 10:AM To: *** *** *** *** *** *** Subject: RE: Revdex.com Complaint for *** Veronica, Can you call me about this one please? There are some extenuating circumstances regarding fixing this issue Thank you, Chad D*** 602-565-Supervisor Regional Opperations

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*** didn’t qualify for the
offered Internet promotion due to the available technology at his locationThe misinformation Mr*** received has been determined to be CenturyLink errorMr*** requested for service to be disconnected due to the cost discrepancyAll charges for services billed from the start to the end of service were adjusted in fullI left Mr*** a voice message with my direct contact information for any further concerns regarding this complaintCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr*** CenturyLink Customer Advocacy Group

Our records indicate Ms*** also submitted a complaint with the *** *** *** (#***) regarding her concerns. A response from CenturyLink was sent to the *** *** *** on December 28, 2016. Please refer Ms*** to the *** *** response for more
information. CenturyLink regrets any inconvenience Ms*** has experienced. *** Customer Advocacy Group

Initial Business Response /* (1000, 9, 2015/12/21) */
To whom it may concern:
I have received and reviewed the customers' complaint and found the following:
Subsequent to this reply, the customers modem was found to be returned and the customer was given and adjustment that shows on the dec10th,
bill
CenturyLink provides that this resolves the customers complaint and ask that the complaint be closed, 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
Initial Consumer Rebuttal /* (2000, 11, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)