CenturyLink

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint rejectionThe customer is making a specific claim that he was treated in a racist way on every occasion that he calls inCenturylink does not tolerate this type of behavior and takes the claim seriouslyCenturyLink employs a very divers and dynamic group of people and racism is not part of the culture here at CenturyLinkIf the customer has a specific instance, date or call the he would like reviewed to determine the way the customer was addressed that can be doneThat said not all calls are retrievable after days and the customer needs to narrow it down to a specific incidence Again, 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: I have received and reviewed the customer’s complaint and have the following to reportPayments while made to restore service and address past due balances did not cover the subsequent billingDue to the initial suspension and scheduled disconnection of service and the
restoral of the services at that time, the early termination fee was generatedIn lieu of the attempt to get this resolved and the difficulty in getting this addressed, Centurylink has issued and adjustment of $127.90, the exact amount applied as an early termination feeThis leaves a valid balance due of $which is currently dueCenturyLink 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

Complaint: ***
I am rejecting this response because:my issue is NOT with *** **- in fact, *** ** confirmed they were submitting the correct billing and the issue sis with Centurylink continuing to roll that over charged priceYou just confirmed that it takes a "few days" for billing to catch up on your companies end- well guess what? It has yet to catch up and you continue to xharge additional fees because of itSimply laying out my charge history from *** ** does not solve YOUR problemIn fact, it only confirms you and your companies lack of professionalism in admitting wrong doing. You have never addressed the fact that each and every one of your "customer service" reps and NOD's had failed to even attempt help rectify the situationAll of the supervisors that I had talked to either hung up on me or placed me on hold for over an hourAre you goingggtobadress that issue at all! Issue an apology maybe? This is YOUR on pant you are representing and so far it is a complete failure.Are you going to address the fact that I have been a LOYAL customer for eight years and absolutely no one in your company, including yourself, has done anything to try to make my experience with your company betterNot a single person from your company was willing to help in anywayInstead of trying to keep a long standing customer, Cebturylink chose to be rude, unappreciative and unhelpful. Also, it does not matter one bit that the @ease is listed on my billingYour company is NOT allowed to charge ANYONE ANYTHING without verbal or written consentI never gave Centurylink approval to do so, and therefor Cebturylink owes me that moneyWhy don't you give me your account information; I'll go ahead and add charges to it without your permission; how does that sound? Not only has Centurylink lost a customer: you have lost FIVE total because of thisI have informed my parents, I laws and other relatives; they have now all switched to your competitor.I highly recommend that Centurylink does everything they can to settle this issue: or I will get my lawyers involvedI will also start several social media pages to inform everyone of your extremely poor business handling and Unprofessionalism and ask that everyone move their services to your competitors. Word of mouth is everything in business: if you were any kind of professional, you would already know that
,
*** ***

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 A credit for the Prism Early Termination Charge has been applied to the account, in an effort to satisfy. A credit for $was issued on June 27, 2016. CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

Initial Business Response /* (1000, 6, 2015/12/04) */
12/2/Centurylink has reviewed the customers account regarding the charges being billed for serviceThe customer indicated their price for life was removed and was not aware was being billed at higher rateThe customer is stating they were
recently offered a rate of $for the internet service and is being billed at at higher rateOur records reflect in September the customers account was placed on the year price planThis promotion required the customer to have a phone package with long distance and internetThe customer received a discount towards the internet serviceThe customer called in January stating they did not request a phone lineAn order was issued to removed the phone serviceBy removing the package the customers internet rate increasedCenturylink did not offer the year price plan on stand alone internet serviceThe customer was issued a $credit towards the September chargesThe customer has returned the modem and has removed the autopayThe $autopay discount the customer was receiving was removed on 11/23/The customer will be paying $more for their internet serviceCenturylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 8, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Currently we are goodThey resolved it with me before this correspondenceWe will see next month if they hold true or if I need to contact the FCC

10/27/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Mr***’s mother’s CenturyLink account, I found as of 10/27/Mr*** is authorized on the account. I called the contact
number provided and spoke with Mrs*** (*** ***’s wife) and advised of the process to call and disconnect the accountI also advised that I would leave a notation on his mother’s account that the account should be effective bill dated (reversal of charges) to 09/13/through the disconnection order. I apologize for the correspondence group timeframe of processing documentations (first come first served; up to days). CenturyLink has closed this complaint Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates the opportunity to review Ms***’s account, *** *** ***. Our records indicate the account was established on March 21, 2017. Per the notations on the account, customer was providing the modem and refused technician installation. Thus,
CenturyLink installs service to the Network Interface. It is the customer’s responsibility to install service from the Network Interface to the jack/computer Ms*** spoke with a representative on March 22, and reported the service was not working. Customer was advised she was using a cable modem and not a DSL modem. A repair ticket was opened and technician dispatch was scheduled. Per the notations, Ms*** called back on March 22, and cancelled the technician. Per Ms***’s request on the Revdex.com complaint, an order was issued on May 10, to disconnect her account. While CenturyLink service is working to the premise, an effective bill date of March 22, was used, in an effort to satisfy. The effect bill date will credit previously billed charges back to the date the service was installed. I will monitor the account and adjust any remaining balance due, once the Closing bill is generated CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

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 trainingI made contact with Mr*** for further review of all
concerns in this complaintMr*** advised me he asked for service to be removed in JanuaryWe both agreed confusion may have been the reason the service was not disconnect due to Mr***’s agreement obligationMr*** has agreed to pay the Early Temination Fee’s if CenturyLink credits back the Internet charges from January to the disconnection date of serviceI assured Mr***, I’d make sure he is only billed for the agreement penalty inconsideration to any confusion regarding the initial request for service to be removedI advised Mr***, credits and charges can take 1-bill cycles to reflect a correct revised final bill** CenturyLink 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 meI also request Century Link send me a written receipt that my account is in fact closed and cleared of all charges and zero balance due.
Sincerely,
*** ***

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, I verified Ms***’s account was being
billed in error for different customer’s *** serviceThe error was fixed and resolved on March 16, 2016; Ms***’s account was given an adjustment for the amount of $for all the misapplied *** chargesI apologize for any inconvenience CenturyLink may have cause Ms***I left Ms*** a voice message in my direct callback information for any further questions or concerns in regards to this complaint** CenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 5, 2015/09/25) */
9/25/Centurylink has reviewed the charges on the final bill of XXX-XXX-XXXX-XXX in the amount of $the customer is disputingThe customer indicated they never received a return mailing labelThe account reflects credit was issued to
the account in the amount of $on 9/16/The collection agency has been advised to stop collection action and to pull the debt is reportedCneturylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While Century Link has credited my account for the disputed amount and ordered the debt collectors to cease activities, the poor customer service (my calls were dropped while on hold at least five times), and lack of consistency from customer support (I was told many highly contradictory things regarding my situation from different associates) are inexcusableIt took approximately a month to resolve this issue which should not have escalated as much as it did in the first placeThe fact that I was sent to collections without even being sent a bill for the amount "owed" is preposterous
I will never do business with Century Link again, and will suggest to anyone I talk to about internet, cable or phone services that they find another providerCentury Link has nothing but their bottom line on their agenda and does not care about their customers

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 representatives. Her comments are appreciated and, to
improve customer service, will be investigated. CenturyLink appreciates *** *** taking the time to share her experience and offer suggestions that would have improved her experience. Her concerns regarding the long hold times will be shared with the appropriate management teams. CenturyLink regrets any inconvenience *** *** has experienced and we regret we have lost her as a customer *** CenturyLink Customer Advocacy

05/17/CenturyLink 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 onetime chargesThe agent he was speaking with issued an adjustment to his accountSee below: Internet Installation Charge Advanced Modem - Purchase S&H Advanced Modem ------------------------------------------ Total one time charges $Taxes $------------------------------------------ Total credit issued$As the requested adjustments had already been issued to Mr***’s CenturyLink account, CenturyLink has closed this complaintSincerely, *** ** *** CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Mr***’s January, February, and March bills have been attached to the previous Revdex.com responses for his review. I have included the September to December bills. The monthly bills reflect charges, adjustments, and payments. *** Customer Advocacy Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and assuming all has been performed as stated in the response, I find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Century Link did not contact me for months regarding the non-return of modem boxIn addition when contacting Century Link by telephone 4/13/16, I was told I did not have an account, because I did not owe the company any moneyThen transferred and was told by *** in billing my modem was returned and I did not owe any money; then transferred to payments was told I had wrong department billing needed to adjust account; transferred to billing once again told by Melissa I did owe money for modemI asked to speak to supervisor was told I will be transferred and after minutes phone went deadOver a span of days I have been transferred 8-times and spent a total of hours and minutes on the telephone trying to resolve this situationThis is not competent accounting procedures and because I do not have return label number does not mean they did not receive the modem, proven by the incompetent accounting staff
Sincerely,
*** ***

Final Consumer Response /* (2000, 10, 2015/08/10) */
Refund check was finally received 8/8/

Our records indicate Mr*** also submitted a complaint with the Virginia State Corporation Commission (#***) and Federal Comminution Commission (#***) regarding his concerns. A response from CenturyLink was sent to the VA PUC on December 27, and the FCC on January 11,
2018. Please refer Mr*** to the attached FCC response for more information. *** Customer Advocacy Group

04/13/CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings: I have reviewed the repair history associated with Mr***’s account to confirm a repair ticket for DSL issues was placed on 02/29/16, with a due date of
03/04/Due to the fact this ticket was not considered and “out of service” ticket, it was due dated out due to workload in the areaThe ticket was closed on 03/04/with comments reflected a cable was repaired and the port providing service was swapped, resolving the connectivity issues reported with the ticketOn 03/09/our records indicate Mr*** called back in to place another trouble ticket related to his internet service being intermittentThe order was once again due dated out for week due to workloadThe ticket, however, wasn’t cleared or closed until 03/19/16, at which time the comments associated with the ticket reflect the customer’s modem was replaced to resolve the intermittent issues he had reported been experiencingBased on my review, it appears the customer’s service is currently in working orderNo charges were billed to the customer for either of these repair visitsI have issued a one-time courtesy credit of $to the customer’s account for the inconvenience he may have experienced while attempting to obtain a resolution to this situationCenturyLink apologizes for any inconvenience Mr*** may have experienced regarding this matterMrs*** CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com Complaint from *** regarding a billing disputeI have reviewed the account history and notes confirming our system error causing the customer to be billed separately for internet and TV servicesWe did send out separate bills the customer states
they didn't receive it so they didn't pay it resulting in owing several months service and a large bill amountWe understand this would be frustration to be advised they owed several months service and the stress that can put on a budgetThe customer has been on a payment arrangement plan and is almost all caught upAs a courtesy I have adjusted one month of service off the bill $which has already posted to the account the remaining balance is $We appreciate the customer's business and patience while this situation has been resolvedSincerely,Mr.***