CenturyLink

11/03/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** *** regarding internet service. Below are our findings: Upon receipt of Ms***’s Revdex.com, I requested CenturyLink’s internet escalations repair to review Ms
***’s repair call history and to contact Ms*** to assist with any issuesBelow is the response I received: --------------------------------------------------------------------------------...⇄ Hello, There has only been call logged for this customer 10/which was logged as “Customer abandoned call”. There has been no other contact to repair. Ms***’s internet is trained at 15mb however they are subscribed to 12mbThe line looks good and they’ve been up for a minimum of days. I would suspect any slowdown is going to be a modem or computer issue.I called the Ms***, but there was no answer. I left a voicemail with my callback numberI will follow up when I’ve reached the customer. *** Internet Escalations Repair--------------------------------------------------------------------------...⇄ Ms*** has not contacted CenturyLink in regards to repair (beside the call on 10/that was logged as “Customer abandoned call”Should Ms*** still need assistance, she may contact *** utilizing the number he left on the voicemail or by calling repair at ***For MyAccount assistance she will need to utilize the Chat on the following web page: http://www.centurylink.com/help/contact/?ent=c CenturyLink has sustained the contractual obligation as Ms*** has accepted a new month reduced monthly rate on 08/11/Below is a clip of the reminder on every bill statement: --------------------------------------------------------------------------------...⇄ You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 08-11-your monthly rate will change to the standard rate.---------------------------------------------------------------------------...⇄ 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 situationAs CenturyLink has made attempts to assist Ms*** with her complaint and has provided options for contact of repair for the internet and online MyAccount assistance Chat address, CenturyLink has closed this complaint sustaining the contractual obligation. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the billing complaint from *** regarding changing rates and disputed final bill amountI would be happy to look into this situation to see what I can do to help if the customer can provide me with their CenturyLink account number they did not include in with the compliant
details.Sincerely,Mr.***

12/31/Centurylink has reviewed the customers account regarding the rate they were offered for serviceThe customer indicated they were quoted a rate of $The customer disconnected service on 11/27/The account was issued credit of $for the modem and the over billing todayThe
customers will receive a refund check within four weeksCenturylink apologizes for the poor customer service received regarding this matter
***Centurylink Manager

To whom it may concern: I have received and reviewed the complaint and found the following: In order for the monthly reoccurring charge for the stand alone high speed broadband to rate at the quoted, the customer needs to fulfill the paperless billing and autopayment requirements which
lower the cost from the $It Is billing at now (all quoted prices are prior to taxes fees and surcharges) Once the customer signs in to their myaccount page and set up both the paperless billing and autopayment features, the bill service will charge at the promotional rate quoted Since autopayment is required, it negates the concern regarding the convenience fee to pay on the account via the method described in this complaint 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

04/26/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon receipt of this complaint, I contacted CenturyLink’s collections department who sent a request to have the collections corrected from Mr***’s SSN to his
father’s (*** *** Jr.) SSNThis process can take up to to weeks before the credit bureau reflects the removal of the reporting.I apologize for any frustrations this issue may have caused.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: Prior to this reply the customer received remedy via the FCC complaint filed at the same timeIn that complaint the following resolution was provided:
“CenturyLink has completed a review of the informal complaint filed by *** ***. In the complaint, *** *** indicated that he disputes an early termination fee for his Internet service because he did not agree to a contract in January I apologize for any inconvenience this matter caused *** ***. CenturyLink appreciates *** ***’s feedback and his comments have been documented The Closing Statement for Internet account *** was dated May 15, for $210.05. In order to resolve this dispute, a credit of $has been applied and the account balance is now $ CenturyLink appreciates the opportunity to review this matter.” Centurylink provides that this is sufficient to close this complaint as resolvedCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. 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 do not show another account that is associated to the customers account as suggested by Mr
***The security code that is being asked for is not something a customer sets upThe security code is generated in our system and is the last three numbers that follow the account numberThis can be located on every bill in the upper right corner of the billing statementOur investigation has not generated any reasons to issue credit for the services renderedFor further questions or concerns please contact our team at 1-800-244-CenturyLink has closed this complaintSincerely, MrC***

I have reviewed the Revdex.com Complaint from *** regarding service issuesI have reviewed the repair tickets for this account and show a repair request was place on 8/1/5pm there was a cable cut in the area causing the outage it was repaired 8/2/at 1pmWe apologize
for the downtime unfortunately outages can happen many are out of our control such as power outages, cable cuts by non CenturyLink construction companies and stormsOnce an outage is reported we do our best to get our Customer's service restored ASAPCenturyLink does not compensate for time or lost business but we do give credits for downtime based on the amount of time the service was downThe credits have already been issued for this outage via the PUC Complaint the customer filedSincerely,Mr.***

Initial Business Response /* (1000, 8, 2015/08/13) */
8/13/In order for Centurylink to respond to the customers complaint regarding charges billed for an unreturned modem they need to provide the account number they had with CenturylinkThat information was not included with the complaintA
response will be posted after the requested information is provided and a review of the account is completedThank you for your cooperation
***/Centurylink Manager
Initial Consumer Rebuttal /* (3000, 11, 2015/08/18) */
Account number: XXX-XXX-XXXX-XXX, listed as *** ***
Final Business Response /* (4000, 13, 2015/08/26) */
8/26/15: *** the responsible party on the account was contacted who explained they mailed the modem backCredit of $was issued to the account on 8/25/A refund check will be sent the the address listed on the complaint within the next four weeks
***/Centurylink Manager
Final Consumer Response /* (2000, 15, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
CenturyLink has mailed a refund check for the total cost of the modem

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding her disputeIn review, this issue has been addressed as an F.C.Ccomplaint on April 15, I have attached the F.C.CresponseThe investigation is still open, pending receipt of required
documentsOnce the required documents have been received the investigation can be completed and a final determination can be madeCenturyLink apologizes for any frustrationSincerely, *** *** CenturyLink Customer Advocacy

That time line is wrong- if centry link actually goes into their records on disconnected lines they will see that my home service was disconnected on the sale day my sons service was supposed to be disconnectedWhen I called and complained that I had no service they transferred me two different people who I had to explain the issue NO one could help meAlso not all the calls are recorded because if they were then I would have documentation of the lack of customer serviceCentry Link makes it impossible to get results when and error has occurred.I NEVER asked to have my service disconnected. When I called to complain my service was ALREADY disconnectedthey asked me if I wanted to reconnect and open a new account with a year contractNO I had already found a company that could get me connected so I could workLike I said I'm a real estate agent and I cant have my service interrupted.There is something wrong with the accounts because every time I would call the Centry link agents could never figure out what was going in with both so they would just transfer me to some one else. Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

I have reviewed the customer's additional information and have spoken to our Business Billing Department regarding this billing disputeThey advised me that the account is indeed closed as of 10/28/when they spoke to the customer regarding the billing disputeThe problem was caused by the customer porting out their number to a different provider but did not contact CenturyLink to cancel their long distance account which is why the long distance monthly service fee continued to billThey did advised me the customer was adjusted for three months of charges as a courtesyWe do expect our customers to review their bills and charges monthly so we can address any billing questions and disputes on a timely mannerCenturyLink would like to apologize for any frustration this billing situation has caused we are considering the issue resolved.Sincerely,***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: CenturyLink apologizes for the incorrect quote on the monthly reoccurring chargesI reviewed the account and the expectation going ford is approximately $to
$a month which includes service(s) and all taxes fees and surchargesIn instances where there has been a misquoted, misunderstanding of or the lack of all disclosures as to what the customer should expect as to the first months bill and subsequent pricing the customer can opt for different services or change providers, the difference between the quoted price and amounts billed would be adjusted and any early termination fees applicable would be negatedAn adjustment in the amount requested, $has been issued but going forward the above quoted amount is what the monthly rate will beCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** ***
*** *** ***
*** *** *** *** ***

Complaint: ***
I am rejecting this response because: It has nothing to do with a billing issue its about internet service provided which is poor
Sincerely,
*** ***

At this time there is not a way to fix the issue, as the terminal is at capacity as stated initiallyUntil space becomes available we are unable to accept new internet subscribers in your areaWe apologize about the frustrationSincerely, Mr***

Clearly, you don't understandI don't have a centurylink account and never had one

Initial Business Response /* (1000, 5, 2015/12/30) */
I have received and reviewed the Revdex.com complaint from *** regarding a closed account she never authorized setting upI have reviewed the account note and show the customer did return the modem on 12/4/I have adjusted
all charges due to the customer stating they were only checking on service but didn't want the order placedCenturyLink would like to apologize for the confusion and error in setting up the account when the customer states they were just checking on availabilityAll charges have been adjusted off the closed account
Sincerely,
***
Initial Consumer Rebuttal /* (2000, 7, 2015/12/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because:Each time I call the phone is disconnected even I attempted to disconnectThe aforementioned contacts are irrelevant and misleadingIt's the other times in between that remain undocumented as Century Link had made it impossible to close the accountThe billing, then was allowed to add up. I continue to formerly dispute these charges.
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/08/26) */
08/26/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
CenturyLink understands and apologizes that Mr*** is experiencing issues with his CenturyLink High
Speed Internet serviceThe DSL device that serves Mr*** has reached full capacity due to increased demand for CenturyLink High Speed Internet servicesIn order to prevent any further issues, we have taken proactive steps to stop processing any speed upgrades and new HSI installs for customers which are/would be served from the device that Mr*** is served from
Unfortunately, CenturyLink currently does not have an active estimated time to upgrade the area to help alleviate peak bandwidth congestion on this device
In regards to the monthly rate Mr*** is charged for his service, he is currently subscribed to:
CenturyLink's standard rate for up to 1.5m = $
discount = -$
discount = -$
Total = $(before taxes, feeSurcharges and leased equipment)
The router that Mr*** is leasing from CenturyLink is billed at $which is a standard leasing fee that is an optional feeMr*** *** either lease the equipment for $a month (plus taxes), purchase equipment from CenturyLink for a onetime fee of $(plus taxes) or *** purchase from a third party company (i.e*** *** ***-***, *** Please understand CenturyLink may not be able to support or troubleshoot third party equipment
Unfortunately, CenturyLink only offers credits for out of service when the service is non-functioning for a full hours and must be reported to CenturyLink internet help desk (X-XXX-XXX-XXXX) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notationsAs a courtesy, I have applied a onetime courtesy credit of $to Mr***'s CenturyLink accountI would recommend that Mr*** call to CenturyLink customer service for an account review as CenturyLink does offer promotional rates for existing customers however they do usually require a to month verbal contract and may require auto pay
I apologize for any frustrations this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that this response is the only one we will receive from CenturyLink, as it appears to be a standard response to any customer who has a similar complaintTheir inability to publish their plans to upgrade our specific rural area is an example of the effect of no competition in the broadband marketCenturyLink has, I believe, no plans to upgrade our rural area service, which is the only way they can offer the speed levels they advertiseOur response will be to acquire a third party router, to accept the offered $credit as acknowledgement of poor service and to wait for the promised upgrades or an acceptable substitute providerI have no personal animosity against CenturyLink as a business, and I hope this complaint will not lead to increased throttling of our present service

CenturyLink appreciates Mrs*** 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.Mrs*** has reported there have been multiple
occasions where she has experienced issues with her service reliability and function, most notably during weather occurancesIn attempts to resolve this continued issue, I dispatched multiple technicians to ensure all aspects of her service were reviewedA technician that specializes in line repair, inspected her lines, a broadband technician inspected her internet connections and lastly a technician that is experienced in chronic repair issues, reviewed all aspects of her serviceThe last technician was dispatched on 01/24/2018, he completed the final repairs to her serviceHe is confident the repairs made will resolve the issues she has experienced.I have issued a credit of $on Mrs***’s accountCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mrs***.AmberCenturyLink Customer Advocacy GroupTell us why here