CenturyLink

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 Ms*** disconnected account *** *** *** on September 14, 2016. Her August 28, bill, which was issued prior to the disconnection date, reflected charges for the August 28th to September 27th bill period. The September 14, Closing bill reflected credit for previously bill service from September to September 28. It also reflected a $Early Termination Charge On September 23, 2016, Ms*** spoke with a representative who agreed to credit the Early Termination Charge. The representative issued a credit for $174.54, the amount due on the Closing bill. They should have issued a $creditThis would have left a credit balance of $29.46, which is the credit amount reflected on the Closing bill for previously billed service A credit for $was applied to Ms***’s new account *** *** ***. Since this account is now closed, a refund check for $will be issued. CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/07/01) */
7/1/Centurylink has reviewed the charges on the customers final bill of XXX-XXX-XXXX in the amount of $in disputeThe customer indicated they had returned the equipmentThe customers account was issued credit for the equipment on
6/26/in the amount of $on 6/26/The collection agency has been advised to stop colletion action and to pull the debt if reportedCenturylink apologizes for the poor customer service received regarding this matter
*** Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

10/19/In order for Centurylink to response to the customer complaint they need to provide their account numberThat information was not provided in the complaintA further response will be posted after the requested information is provided and a review of the account is completedThank you for
your cooperation
***/Centurylink Manager

I reviewed this issue with Mrs*** on February 26, 2016, at that time the issue was resolved.** Customer Advocacy Group

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his accounts, ###-###-#### *** and ###-###-#### ***. I would like to apologize for the less than exemplary service that Mr*** feels he 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 account ###-###-#### *** was established as an Internet only account on September 15, 2016. As reflected on the monthly statement, he was billing at $per month before taxes, fees, and surcharges. On January 14, 2016, Mr*** spoke with a representative and added the Core Connect Product, which includes local phone service with features, unlimited long distance, and up to Mbps Internet service. With the Internet speed upgrade, the February 19, bill reflects the monthly cost is now $99.99, before taxes, fees, and surcharges. Mr. *** has been billing correctly for the products and services on his account, as orderedIn an effort to satisfy, CenturyLink will issue an adjustment for the difference in monthly rates for five month (September to January). A credit for $was issued on March 17, and should be reflected on the March 19, bill. Mr*** is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience he has experienced*** CenturyLink Customer Advocacy

After further review, CenturyLink sustains the original positionMs*** was set up on a month promotion originally which had expiredWe had never received Ms***s application for the Lifeline Assistance program that must be approved by the stateWe offer these applications on our website that can be filled out and as soon as they are approved by the state the discount will apply to a customers accountHowever we do not show that the customer ever applied for the Lifeline assistance programAfter careful consideration, we find our original investigation and response to be valid. CenturyLink has closed this complaintSincerely, 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
Sincerely,
*** *** ***
Thanks for taking care of this issue. I has taken months to finish. I feel that *** *** *** *** ** *** *** should get some type of credit on their phone bill from CenturyLink for the inconvenience. ***

Complaint: ***
I am rejecting this response because: we are still working on this issue with Centurylink.
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint from *** regarding a monthly rate disputeI reviewed the account and show all credits for the overcharge were issued on 10/22/and the problem correctedIf they have any questions on their next bill we are happy to assist as needed
*** or they can use our Live Chat Help option via our website ***We apologize for the billing error and certainly understand the customer's frustration.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
However, I still feel they could expand internet services to our areaI've tried to get them to do this for years nowAlso, the buzzing on the phone line is still there but I guess we have to accept that the lines are old
Sincerely,
*** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: It is Centurylink policy when inquiring about services to run credit checks to determine deposit or no deposit requirementsIt’s also policy that the agent discloses
that we will run a credit check for this purposeCenturyLink apologizes if this was not doneIn order for the credit reporting to be removed the customer must do the following: Hard Credit Inquiry Removal Process Customer must mail a written statement (No Fax, Email, Phone calls) to: Centurylink *** *** **
*** ** *** Requirements of the letter are as follows: 1. Full Name of Customer 2. Date the inquiry was ran per their credit report (we need the exact date) 3. Statement requesting the removal of the inquiry 4. SSN (not required but helps expedite the process) 5. Current address 6. Date and Signature (this grants us permission to access the credit report) CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** ***
*** *** ***
*** *** *** *** ***

CenturyLink appreciates *** *** writing regarding his recent experience with our company. I regret to inform *** *** that he did not include sufficient information for CenturyLink to conduct an investigation. I was unable to locate an account with the limited information on
the Revdex.com complaint. In order to investigate the complaint, the CenturyLink account number will need to be provided. Once the CenturyLink account number is provided, CenturyLink will be happy to investigate *** ***’s concerns. I regret any inconvenience this may cause *** Customer Advocacy Group

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,
Sagar ***

Initial Business Response /* (1000, 4, 2015/11/20) */
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
training
Upon review,
I have verified the disputed final charges are validI reviewed the billing with Ms***, inconsideration to this on going issue I agreed to adjust half the billed chargesMs*** is satisfied with the adjustment and will pay the remaining balance dueAll collections for the debt have been suspended for the next days pending payment
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It was only a valid charge because of their initial error in transposing the numbers and paying towards my Direct TV billOn my statement it showed as a credit during the time when they were making adjustments to my bill for premium channelsIt was a valid bill and I accept and have already made payment of half the chargesI thank Revdex.com for their assistance

Complaint: ***
I am rejecting this response because:Here is my account number: ***Please note that as of my most recent bill I am STILL being charged for voice servicesThis is disgustingIf this issue cannot be resolved with Revdex.com my next step will be to contact the FCC along with all local news outlets that are serviced by CenturyLink.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I believe that a good business would honor price quotes and not change the billing amounts from one call to the next I still believe an additional $credit would be fair This amount reflects the increased amounts I was told to expect going forward from one quote to the next.Each person I contacted during this period quoted different prices after taxes Each felt they had given me the final answer Many claimed the "problem was fixed" A few offered incremental discounts to make up for a portion of the "errors" None felt any responsibility to uphold the claims of the last customer service representative we spoke to, though I know you keep extensive records
Sincerely,
*** ***

CenturyLink appreciates the opportunity to review Mr*** accounts, *** *** ***, *** ***-*** ***, and *** *** ***. Our records indicate Mr*** spoke with a representative via our chat on May 6, 2016. An order to move the service to a new address was issued
(T/***). *** completed on May 10, 2016, changing the account number to *** ***-*** ***. However, ***, which should have disconnected the service at the old address, did not complete. Per the notations on the account, Mr*** spoke with a representative on July 18, and a new order to move service was issued (T/***). Order *** completed on July 19, 2016, which disconnected the service at the old address(*** *** ***). *** installed service at the new address on July 22, 2016, changing the account number to *** *** ***Account *** *** *** was disconnected on October 11, Account *** ***-*** *** was disconnected on July 28, 2016. The July 28, Closing bill reflected a $balance due. Our records indicate a payment for $was received on January 30, 2018. In an effort to satisfy, an adjustment for $was issued on February 13, 2018. A refund check has been requested and will be mailed to Mr***. In addition, a notice has been sent to the Collection Agency requesting all credit reporting on *** ***-*** *** be removed Margaret CenturyLink Customer Advocacy

07/28/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon receipt of Ms***’ Revdex.com complaint, I forwarded her complaint to her area’s local APS (area plant supervisor) ***Below is
his response to the complaint:______________________________________________________________________...⇄ just finished my visit with Ms*** and the large box is a coax enclosure that goes along with our ONU in the neighbor’s backyard. This box houses our coax we use to locate our fiber and we cannot get rid of it. I explained to Ms*** that the box is needed and must stay. Upon arrival the box lid was not on correctly and I closed it up correctly. Thanks, ***_____________________________________________________________________________...⇄ As this issue has been addressed and it was found that the utility box is needed and must stay, CenturyLink apologizes for any inconvenience and has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 made contact with Mr***, I couldn’t confirm
who the person was that made the claims against our technicianI apologized to Mr*** and assured him his feedback will be documented here in the Executive OfficeMr*** advised me to disconnect service due to new service arrangements with another Internet providerI disclosed the early termination penalty due to removal of service prior to the agreed month commitmentMr*** agreed to pay penalty for removing service early** CenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of the complainant’s rebuttal and found the following: Centurylink already replied giving the customer the option to opt out which is the customers stated wish in this rebuttal: Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care