CenturyLink

Initial Business Response /* (1000, 4, 2015/07/28) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
With all due respect, even when disputing a charge, in this case a valid charge, it is best to pay your bill in full and receive the adjustment if due
when warranted
In lieu of the long standing customer loyalty I have issued and adjustment in the amount of $against all the late fees dating to November of which is prior to the disputed charge in January of
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, 6, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr***
I appreciate you recognizing our long-term relationship and accordingly deducting the late fees
I understand your point about paying the bill and then raising the issue, but at the time I was financially unable to do so, which is why I initially made the call to discontinue service
Also, I really felt that it was not fair to reduce the service and then ask for payment for expanded service I was not receivingTo me, it became the principle that I was contestingI was fairly certain that had I paid before making the complaint I would never have received the appropriate adjustmentMy emails and phone calls over the last several months seem to have validated that concern
Thankfully, that is behind us now
Again, I do appreciate your attention and the decision that you made
Thank you
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/08/17) */
08/17/
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 no records that the early termination fee was to
be waivedHowever, I also did not find any notations that Ms*** was advised that there would be an early termination feeI have issued a credit for the amount of the early termination fee of $The balance on the account is currently -$A refund check will be issued within days
I apologize for any frustration this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I really appreciate this
thank you

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 trainingOn the customers first statement in
October of the following information was stipulated in writing in the confirmation letter and the bill itself: “High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month of 12” Month two had the following stated on the bill: “High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month of 12” Month as follows: “High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month of 12” Moving forward to the end of the term, the September bill stated as follows: “High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month of 12” Billing for October as did Part of November reflects the pricing that was also stated on each bill that it would increase to following the expiration of the term promotionIn august the customer was given a one-time adjustment of $for service issues even though calls to tech support were not made or issues documentedIt is the customers responsibility to check billing each month and if there is any discrepancy report in a reasonable timeframePaperless billing and automatic payment had to be agreed to at the time as the information needed to facilitate this is provided by the customerThe customer’s request for an adjustment is unwarranted as there were new pricing options such as price for life available at the time the customer canceled serviceIn lieu of this and the status of the account no adjustments will be given CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: When a customer experiences and outage or a missed commitment in regards to an outage there is consideration for the charges incurred over that period of timeThe
request for one year’s free service is exceedingly excessive and CenturyLink respectfully declines to consider such a requestThat said, prior to this reply, the customer has received multiple adjustments that more than cover the period of time the customers service was not workingCenturylink has a policy of addressing the charges only for the time it is not working not the potential inconvenience that such issues may createSince these charges have already been adjusted, no further compensation for that period of service interruption will be issuedCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***

Initial Business Response /* (1000, 4, 2015/08/27) */
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
After
careful review, I couldn't find any trouble with Mr***'s internet connectionMr***'s internet speeds are testing at a 99% of speed accuracy
I made contact with Mr***, I advised him about the good service levelsMr*** explained the service is working fine now and trouble comes and goes at certain timesI explained to Mr***, trouble would have to be reported in order for CenturyLink to diagnose and resolveMr*** confirmed his modem is years old, I offered for techs to review or troubleshoot modem, as modem *** be causing the trouble
I provided Mr*** explanation on CenturyLink's verification process, also educated a customer can be asked to verify last of *** I did provided other options to Mr*** for any future account verification purposesMr*** has my direct telephone number for any further concerns or questions in regards to this complaint
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They get the SSN by saying they need a credit check then they put it into the file and use it for verification, which is not the reason the received the SSN
He pinged my router with all of bites, not the Meg it takes to download an appI did call Century link when the problem occurred but they didn't help./

Initial Business Response /* (1000, 5, 2015/12/28) */
To whom it may concern:
I have received and reviewed the customers' complaint and found the following:
CenturyLink apologizes or the difficulty in getting services set up in the manner expected
Centurylink does ship modems on all internet
orders because it actually prevents more customer frustrations when or if the customers own equipment is not compatible with the specific technology at the location the service is being provided
It's unfortunate that the customer was no informed of this in advanceOnce the modem is returned (a pre-paid label is provide in the box that that modem is shipped in) the charge will be adjusted in full
If for any reason this does not happen, please have the customer contact me at any of the means listed to address the adjustment personally
Due to the nature of what transpired, Centurylink has adjusted both the initial internet activation fee and the shipping and handling of the modem the customer indicated they did not want
The total of this adjustment is $(reference number XXXXXXXX) and should appear on the next bill cycle
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
XXX-XXX-XXXX
***@CenturyLink.Com
Initial Consumer Rebuttal /* (2000, 7, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company has acknowledged that there were multiple mistakes made and has made an attempt to rectify the situation

Initial Business Response /* (1000, 4, 2015/06/29) */
CenturyLink has received a copy of Revdex.com Case# XXXXXXXX, created by *** *** and responds with the below information
CenturyLink received a request by Ms*** and placed a disconnect order on her CenturyLink services
on 3/6/When she received her final bill on 3/15/15, after credits were applied she had a balance due of $This is due to a charge for disconnection in the amount of $
Since Ms*** stated she was advised of the disconnect charge, as a courtesy, CenturyLink removed the charge from her account, causing a credit balance of $This credit has been released, printed as a paper refund check, and mailed to the billing address we have on file
Ms*** should be receiving the refund within the next - business days
CenturyLink apologizes for any inconvenience
Sincerely,
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Century Link satisfied the request to dismiss the most recent charges to my accountHowever, the business practices of this company lack integrity and abuse customers that have few to no choices in internet service providers

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 well Our records indicate Mr*** moved his service to a new location on May 12, 2016. Due to an error on the order, his Lifeline discounts, including the Internet Basic discount, were not on the order. The Lifeline discounts were added on June 13, 2016. However, the Internet Basic discount was not included. Mr*** spoke with a representative on June 27, 2016. A credit for $was applied to the account and new twelve-month promotional discounts were added However, these discounts will expire in twelve months and the Internet Basic program is a five-year program. An order has been issued to remove the Internet discounts currently on the account and replace them with the correct Internet Basic discount. This order completed on August 4, and should be reflected on the August 18, bill. Mr*** is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Ms***’s account, ***. Our records indicate the account was established on December 4, 2014. Ms*** was receiving several 12-month promotional discounts on both her *** service and the CenturyLink Internet
service. As the discounts began to expire in December 2015, her monthly cost increased. In addition, there was a *** rate increase reflected on the February 12, billOur records indicate a repair ticket was opened on December 22, and closed on December 28, 2015. While Ms***’s service was not out for two weeks as indicated in her Revdex.com complaint, a credit for two weeks for Internet service has been applied to the account, in an effort to satisfy. A credit for $was issued on May 4, and should be reflected on the May 12, billCenturyLink regret any inconvenience Ms*** has experienced. ***

Initial Business Response /* (1000, 4, 2015/11/20) */
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*** placed a new order to his existing monthly serviceThat process caused the order to error as Mr*** did not qualify for the promotional pricingInconsideration to all the confusion, I agreed to credit Mr***'s account $I did make contact with Mr***, I provided full explanation on what had happened
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/11/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because: I don't think its right that century link won't provide the box and shipping label so people don't have to pay $100+ for a non return fee and for that I should be refunded either the $paid for the box to return or half of the $I spent in September to buy it or half of the early termination feeCenturylink should not be allowed to abuse there customers and needs to do better training with there customer service reps its not acceptable to have them hang up when you have to wait 30+ minutes to get someone
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint form *** regarding a rate disputeI would be happy to further assist with this dispute if the customer can provide me with their CenturyLink account numberSincerely,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,
*** ***
My account now works as desired Thank you Revdex.com

As I advised in my last response, *** ***'s concerns were addressed though the DOJ process Any further concerns will need to reviewed through the Department of Justice processThis complaint has now been closed on the Revdex.com side**CenturyLink Customer Advocacy Group

CenturyLink appreciates *** *** giving us the opportunity to review our handling of her account, *** *** ***. I would like to apologize for the less than exemplary service that *** *** recently received from CenturyLink representativesHer 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. Our records indicate the order to install service at the new address completed on October 12, 2017. CenturyLink apologize for the delay *** *** experienced. *** *** received credit for previously billed service at the old address on the October 13, bill, as it was disconnected on October 5, 2017. Service at the new address did not begin billing until it was installed on October 12, 2017, as reflected on the November 13, bill In an effort to satisfy, a credit for the non-recurring charge and the *** *** installation charge has been applied to the account. A credit for $was issued on November 20, and should be reflected on the December 13, bill. CenturyLink regrets any inconvenience *** *** has experienced *** CenturyLink Customer Advocacy

CenturyLink has reviewed our previous responses to Mr***’s issueAfter careful consideration, we believe our original investigation and responses to be valid. CenturyLink has closed this complaint** CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from *** regarding an early termination fee for being a few days past the trial periodI have reviewed the closed account and am giving the customer the benefit of the doubt that they tried to cancel before the days was upI have
adjusted the balance off the closed account it is now zeroWe apologize for any frustration this has caused.Sincerely,***

I have read the Revdex.com Complaint from *** regarding billing questions on his closed accountI would be happy to help with this situation if the customer can provide the CenturyLink account number.Sincerely,Mr.***

Initial Business Response /* (1000, 4, 2015/07/30) */
CenturyLink has received a copy of Revdex.com Case# XXXXXXXX, created by *** *** and responds with the below information
CenturyLink has reviewed Mr***'s account and does see that he called in on 12/30/and was placed on
a new promotion for monthsWe will honor the pricing he states of $for the billings from January - December 2014, which would have been Bill Dates of 1/23/- 12/23/
Bill Date
1/23/- Billed new charges of 137.69, customer paid
2/23/- Billed new charges of 132.03, customer paid
3/23/- Billed new charges of 143.62, customer paid
4/23/- Billed new charges of 143.63, customer paid
5/23/- Billed new charges of 175.63, customer paid (issuing $credit)
6/23/- Billed new charges of 186.13, customer paid (issuing $credit)
7/23/- Billed new charges of 186.19, customer paid ($credit - adjustment already given of $32= issuing $credit)
8/23/- Billed new charges of 192.19, customer paid (issuing $credit)
9/23/- Billed new charges of 199.74, customer paid (issuing $credit)
10/23/- Billed new charges of 202.85, customer paid (issuing $credit)
11/23/- Billed new charges of 202.85, customer paid (issuing $credit)
12/23/- Billed new charges of 196.83, customer paid (issuing $credit)
Total credits issued: $This leaves the account with a total credit balance of $which will be issued as a paper refund check and delivered via USPS to the billing address on file for the Mr***Please allow 10-business days for processing and delivery of the refund
CenturyLink apologizes for any frustration causedThe agents that did not properly quote package pricing are being currently disciplined and coached
Sincerely,
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We appreciate being credited the amount of We would like to point out that we ended our service before the end of our last billing cycle and on our last bill we have a credit of I would like that amount included in the amount of for a total reimbursement of I am hopeful that CenturyLink will add the last credit that is stated on our bill dated July 23, We also would like to thank the Revdex.com for handling this case and providing a satisfactory resolutionI also appreciate CenturyLink working with us to resolve this issue and finding the documentation on their end that stated I was awarded the new promotion and that I was not just not paying my bill

2/19/16: Centurylink has reviewed the customer account regarding services that were added to their account they did not authorizeThe unauthorized service was removed on 1/20/The customers account was issued credit on 1/21/in the amount of $Centurylink apologizes for the poor
customer service received regarding this matter.***/Centurylink Manager