CenturyLink

Centurylink appreciates Mr*** *** us the opportunity to review our handling of her accountI would like to apologize for the less than exemplary service that *** *** recently received from Centurylink representativesHis comments are appreciated, and to improve customer
service, will be investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs wellOur records indicate that the bill for $consisted of service charges and one time set up fees for the services that were addedThe one time service charged were charged on this bill such as the $modem purchase charge and $technician installation charge appeared on this statementAs a courtesy we have sent a duplicate statement for this bill to the customerThis bill can also be viewed online using account number *** ***. For additional assistance or questions regarding this bill please contact our team directly at ***Centurylink regrets any inconvenience *** *** has experienced Sincerely, *** ***

Complaint: ***
I am rejecting this response because:I was offered a promotion including *** and Centurylink for $per month combined/total I signed up for the package offering as it reduced the internet price by $a month and added *** service for $per month Upon receipt of my first bill for $and second bill for $I contacted both companies to find the issue I was told by *** that their price alone in the bundle would not be less than $55.00/month and by Centurylink their price would not be less than $29.99/month This does not add up to per month combined/total I was forced to cancel *** as I was bait and switched into their program by Centurylinks offer of $per month I paid $to terminate a "contract" with *** as a result of being bait and switched by Centurylink I expect this to be resolved by Centurylink
Sincerely,
*** ***

I have received the Revdex.com complaint from Kaleigh regarding charges for service on a canceled account within the trial periodI would be happy to look into this situation to see what I can do to help I just need the closed account number I was unable to find it with the information
providedPlease provided the CenturyLink account number from an old bill or collections notice.Sincerely,***

Complaint: ***
I am rejecting this response because:No effort was made by Ms*** ** *** to acknowledge the problems with her and her employer's modus operandi It is not of the utmost transparency to reserve “the right to make rate increases without notification to any product or CenturyLink surcharge." It is not of the utmost transparency to charge an additional fee to “deflect the costs associated with building and maintaining the CenturyLink broadband network.” And it is not of the utmost transparency to instruct your Customer Service representatives to explain to consumers that said fee is in fact a government-imposed tax. CenturyLink’s Internet Cost Recovery Fee is the equivalent of *** charging a Materials Cost Recovery Fee on a pair of jeans in order to “deflect the costs associated with building and maintaining the *** Corporation.” Give me a break. This response further solidifies, in a public realm, the hubris with which CenturyLink operates. My initial request that the Internet Cost Recovery Fee be reduced once more to $from $has been denied. Nevertheless, I reject Ms*** ** *** response because I request that CenturyLink view its customers’ concerns over taxes and fees, particularly the Internet Cost Recovery Fee, as founded concerns. I also request that Customer Service representatives be instructed to reveal the true nature of the Internet Cost Recovery Fee to inquiring customers and to no longer paint the fee as a government-imposed tax. Lastly, I request that greater effort be made to inform customers of fee hikes. This implies going above and beyond a mere notification on an eStatement. Thank you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Service was incredibly poor, it took mo's to straigthen out the bill, and calls, each about an hour in lengthThe last representative I spoke to was very rude, and my request is that my service be cancelled without a termination feeI can't understand how Century Link wants to force customers to remain in service, when the customer service is poor, and corrections take months to take placeThere is clearly much training needed for the cutomer service reps as it took to figure out how to correct, and with an attitude.
Sincerely,
*** ***

CenturyLink appreciates Ms*** writing regarding his recent experience with our company. I regret to inform Ms*** that he did not include sufficient information for CenturyLink to conduct an investigation. In order to investigate the complaint, the CenturyLink account number will
need to be provided. I attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessful in finding an account in Ms***’s name. Once this information is received, CenturyLink will be happy to investigate the complaint. ** CenturyLink Customer Advocacy Group

A representative contacted us on Monday and TuesdayWe were able to discuss details on TuesdayNo word on credits for past over-payments, no explanation for the months of extremely incompetent employees which led up to this point, no explanation for the disappearance of multiple confirmation numbers that supposedly bundled our bill, but yet another accusation that this was a *** issue, even though we set this whole thing up through CenturylinkThey want us to fax our notes and bills to them, which our notes won't make any sense to them, and they should be able to look up all of the bills themselvesWe asked him to pull the calls again, and he said he may do that if it comes down to itAren't we already "down to it?" Six months of problems, hours of phone conversations (of which recorded by me), and a Revdex.com complaint isn't enough? I hate complaining about things, but I hate getting s*** overI absolutely do not see how this company is still in business
We are only happy with and can call the issue resolved if we actually get the $a month we were quotedWe received a bill on 11/for internet only and it was $Have yet to see *** portion, or it bundledWe will update when the next bill is receivedSo, nothing has been resolved at this point, another broken record promise that this will be fixed on the next billTime will tell

05/17/2016CenturyLink 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 issue had already been resolvedOn 05/12/2016, Mr*** called CenturyLink customer
service about the early termination fee billed to his accountThe agent he was speaking with issued an adjustment to his account in the amount of $Notification has been sent to cease all collections and delete any negative remarks from any credit reporting regarding this charge (allow up to days for credit report) and a refund check in the amount of $is in process and will be delivered to Mr*** shortly.As the requested adjustment had already been issued to Mr***’s CenturyLink account and notification to cease collections and delete any credit reporting, CenturyLink has closed this complaint.Sincerely,*** ** ***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 training.Upon review, I verified Ms*** filed a Revdex.com complaint in
January concerning her lifeline serviceI have included the response she received concerning that complaintCenturyLink 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 verified Ms*** is required go through the lifeline telephone assistance program recertification process annuallyShe has done so since 2013.The telephone assistance program is a government benefit and the FCC ordered all telecommunications providers to annually verify Lifeline subscribers’ eligibilityMs*** was sent a letter in a blue envelope outlining the steps required to recertify and continue to participate in the programShe was allotted days to return the provided application form, go to the website listed on the letter or follow an interactive telephone response system to validate her continued eligibilityThroughout the days, customers receive up to reminders via a recorded phone callMs*** did not complete the recertification and her lifeline telephone assistance was removedIn order to reapply for the program, she will need submit a new applicationI have resent the new application, in the event she has not previously received it. Due to lifeline telephone assistance being a government program, CenturyLink does not issue credits to customer’s account for recertification being incomplete. CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***. Amber CenturyLink Customer Advocacy GroupTo address Ms***’s concern about payment options, I would like to provide some information on payment choicesFor approximately years CenturyLink has assessed a convenience fee for credit card/debit card payments made via an agent, online or through our IVR systemWe have provided other options to our customer that does not cost themThe options are; mail their payment, pay via IVR or online with their checking or savings account number, or add autopay to their accountAmber 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 training.Upon review, I verified Mr***’s service began on 03/02/
The internet speed was for megsI located an additional order issued on 03/06/and due on 03/08/This order is to upgrade their internet to megsThe technician is scheduled to arrive on 03/08/2018, between 08:00AM-12:00PMI apologize that Mr*** was transferred to other departments without receiving the assistance he requiredWe never want our customers to have this type of experienceCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***.***CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from *** regarding a modem refund requestI am happy to look into this situation to see what I can do to help if the customer can provide me with the CenturyLink account number I was unable to find it with the information provided
Sincerely,Mr.***

CenturyLink appreciates *** *** 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 the June bill in concern covered
billing from June 1, through June 30, CenturyLink has not received payment for services rendered for the month of June*** *** request for services canceled on June 30, therefore the billing in dispute is valid and has been sustained*** *** was given full explanation for the charges on July 11, CenturyLink apologizes for any inconvenience or confusion this issue may have caused *** *** 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 have agreed to credit back the modem charge of
$in disputeMr*** will receive the refund check within the next weeksCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr*** CenturyLink Customer Advocacy Group

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaintAt CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our trainingThe accounts promotional pricing
ended in June of The price it would change toOr the rack (regular) rate is $plus modem lease, taxes fees and surcharges where applicableAt the time the promotion expires, to get a different promotion or the $rate, the customer would need to have called in and requested a different promotion such as the new “Price for Life” which the customer is currently onThis was done in NovemberThe order was backdated which did afford the customer a slight credit towards the $in charges paid for the regular rateCenturyLink understands there may have been some difficulty getting this resolved to the customers personal health situation and has issued and adjustment for $80.00, roughly the difference remainingThe reference number for the adjustment is *** in the amount of $ CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

CenturyLink appreciates Ms*** writing regarding her recent experience with our company. I regret to inform Ms*** that she 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 providedThe CenturyLink account number should be on collection notice. I might be able to locate the old account number if the service address is providedOnce the CenturyLink account number is provided, CenturyLink will be happy to investigate Ms*** concerns. I regret any inconvenience this may cause Margaret Customer Advocacy Group

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

03/21/2017 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 on 02/24/an adjustment was issued credit for a restoral fee and an area out of service
credit for the timeframe from 12/30/to 01/12/totaling $60.31. I found both these credits to be unjustified and invalidI confirmed that there was an area outage on 12/30/that was resolved the same dayThere was usage on Ms***’s service from 12/30/after the resolve to 01/12/when the account was suspended for non-payment I found the restoral fee to be valid as I have provided a summary of the account suspend and restoral history below: On 05/25/Mr*** was offered payment arrangements to avoid being suspended for non-payMs*** refused: Billing Date May 13, 2016: Your account is past due in the amount of $90.89; New Charges Due 6/3/$(total $181.84). On 06/16/2016, the account was suspended for non-pay: Billing Date Jun 13, 2016: Your account is past due in the amount of $181.84; New Charges Due 07/03/$(total $217.36)On 06/17/2016, Ms*** made a payment of $which processed on 06/18/An order to restore was placed on 06/18/to restore the service which completed on 06/21/with the standard restoral fee of $to be added to the following bill statementMs*** made a payment of $ on 06/18/which processed on 06/19/ On 08/31/2016, the account was suspended for non-pay: Billing Date Aug 13, 2016: Your account is past due in the amount of $60.50; New Charges Due 09/03/$(totaling $99.44)On 09/05/2016, Ms*** made a payment of $which processed on 09/06/An order to restore was placed on 09/06/to restore the service which completed on 09/07/with the standard restoral fee of $to be added to the following bill statement. On 10/27/2016, the account was suspended for non-pay: Billing Date Oct 13, 2016: Your account is past due in the amount of $60.50; New Charges Due 11/03/$(totaling $101.44)On 10/28/2016, Ms*** spoke with CenturyLink financial and made a payment arrangement to make a payment in the amount of $that day which processed on 10/29/and committed to making the payment of $on 11/03/Ms*** made a payment of $the same day and an order to restore was placed which completed on 10/31/with the standard restoral fee of $to be added to the following bill statement On 12/01/2016, the account was suspended for non-pay: Billing Date Nov 13, 2016: Your account is past due in the amount of $40.44; New Charges Due 12/03/$69.50. On 12/05/2016, Ms*** made a payment of $which processed on 12/06/An order to restore was placed on 12/07/to restore the service which completed on 12/08/with the standard restoral fee of $to be added to the following bill statement. On 12/29/2016, the account was suspended for non-pay: Billing Date Dec 13, 2016: Your account is past due in the amount of $49.94; New Charges Due 01/04/$(totaling $119.44)On 12/29/2016, Ms*** made a payment of $which processed on 12/30/An order to restore was placed on 12/29/to restore the service which completed on 12/31/with the standard restoral fee of $to be added to the following bill statement. On 01/11/2017, CenturyLink received notification from Ms***'s financial institute of payment denial for the $for insufficient fundsOn 01/12/2017, the account was suspended for non-pay with a returned check fee of $added to the account balanceMs*** contacted CenturyLink the same day and made a payment of $which processed on 01/12/An order to restore was placed on 01/12/to restore the service which completed on 01/13/with the standard restoral fee of $to be added to the following bill statement I have provided a clip of the 01/13/statement to reflect how the above payments and reversal due to denial transactions in January reflected on Ms***'s bill statement:----------------------------------------------------------------------...⇄ Date Jan 13, Previous Balance $Dec 30, Payment Jan 12, Payment Adjustments $(see below)New Charges Due: 2/3/$---------------------------------------------------------------------------...⇄ Amount Due $91.06Payment Due By 2/3/----------------------------------------------------------------------------...⇄ Adjustment $01/11/Returned Check Charge $-------------------------------------------------------------------------------...⇄ 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 situationI advise Ms*** makes monthly payments on or before the due date to avoid late fees and suspension of service that leads to restoral fees when payments are made. I will not reverse the credits that have already been issued however the charges for service, late fees and restoral fees are validCenturyLink 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 reviewing this complaint with Mr***, I
verified Mr***’s account has been closed and all final billing was credited back to the date of the original disconnectionMr*** assured me he was satisfied with the resolutionI apologize for any inconvenience CenturyLink may have cause Mr***, ** CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from *** regarding a billing dispute and a request to have their early termination fee waivedI show this issue has been resolved both the misquoted rate charges and the early termination fee were adjustedThe customer's now closed account
has a credit balance which will be refunded in the form of a check in the next business daysThey can check the status if needed via our credit department ***We apologize for the time and frustration this has caused our customer.Sincerely,Mr.***

I have reviewed the complaint from *** regarding her monthly rate increasing after she transferred her serviceI reviewed the account notes showing we resolved this matter on 3/5/by giving *** a new price for life rate with a monthly loyalty discount offerI show we also
issued a $credit due to *** not receiving the promotional gift card we promised herCenturyLink would like to apologize for the billing errors we certainly understand how frustrating this was for herIf *** has any additional questions we are happy to further assist as neededSincerely, Mr.***