CenturyLink

Initial Business Response /* (1000, 4, 2015/08/01) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
With all due respect, the customer has been released from any term commitment which contrary to the customer's statements is not in the fine print but
prominently displayed with the rest of the charges in more than several places on the bill
Additionally, all changes on any account receive mailed documentation as to what the changes are and what if any term commitment is involved
At this point the customer has been relieved of the term commitment and still received all the promotional pricing that came with that term commitment promotion
It's incumbent upon all customer to read the bills received as well any notification regarding changes made to an account that they disagree with or do not meet the criteria expected when ordered
This way the issues such as this can be addressed at the time that they occur not many months after the fact
Receiving and paying your bill every month is appreciated and also indicates that you are aware and agree with the charges and any other stipulations outlined in print on the billing statement
Given that the customer has suffered no financial impact as a result of the term commitment penalty initially on the account due to agent error or customers misunderstanding that may have a occurred CenturyLink considers this provides sufficient redress for this complaint and considers this issue resolved
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the feedback so that internally any of these issues can be addressed with our agents going forward
Sincerely,
*** ***
Executive Office Regulatory Escalations Analyst
CenturyLink Customer Advocacy
Consumer/Small Business Sales and Care
Initial Consumer Rebuttal /* (3000, 6, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I am not denying your response, I just want to get clarification on one thingSorry, I do not mean to drag this out or be difficult, I just want clarification before closing this claim
In response to the following two comments from Centurylink's repsonse:
"At this point the customer has been relieved of the term commitment and still received all the promotional pricing that came with that term commitment promotion."
"Given that the customer has suffered no financial impact as a result of the term commitment penalty initially on the account due to agent error or customers misunderstanding that may have a occurred CenturyLink considers this provides sufficient redress for this complaint and considers this issue resolved."
I appreciate that I have indeed been relieved of the term commitment and still received all promotional pricing; however, I want to make sure that I have not/will not be charged ANY early termination feeI realize it is stated that Centurylink "...considers this sufficient redress and the issue is resolved." but does that mean there will be no chargewhich our last phone conversation ended that I would be charged the difference of 2nd year rates vs the promotional rate, times the amount of months; which was $
All in all, I'm fairly certain Centurylink has handled this issue now and I didn't need to respond, but I just want to clarify
Thank you for your time and understanding
Final Business Response /* (4000, 8, 2015/08/25) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
Yes, this means there should be no early termination fee applied to the customer's bill
If for any reason this occurs the customer can contact me directly at any of the means listed below for further assistance if required
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
Final Consumer Response /* (2000, 10, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the response by Centurylink and no longer have any standing issues with themThank 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 trainingHaving verified the receipt of the
equipment at the Denver retail location, CenturyLink has issued and adjustment of $which zero’s out the final bill 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 customers’ complaint and found the following: The complainant acknowledges the following in this complaint They initiated service to start a Job (just happens to be Centurylink which does not require that the prospective employee use
Centurylink only that they have a high speed connection to work from home) They didn’t download the required software on time and missed the orientation date to get hired (all decisions made by the complainant) This all happened due to delays or inaction (didn’t want to wait or didn’t accept the new orientation date) on the part of the complainant who subsequently decided to look elsewhere for employment and discontinue the Centurylink services they requested Services were used and not disconnected until later at which time the bill was backdated to reflect the date the customer indicated it should be The former customer and prospective employee is responsible for every decision on this past due bill that led to the collections of said bill and therefore the account is valid and so are all related charges The only way to have this removed from collections is to pay the balance in full as the complainant has stated that all actions that resulted in the bill were taken by the complainant and not CenturyLink; regardless of who they decided to eventually work for 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

I have reviewed the complaint from *** regarding a request for credit due to misinformation on available service at her new addressI have reviewed the account showing this has been resolved we credited back the over charge for the period in question the account has a zero balanceI would like to
apologize on behalf of CenturyLink for the misinformation that caused this avoidable billing disputeI would be more than happy to further assist as needed if *** has any unresolved questions ***.***@centurylink.com.Sincerely,Mr.***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Subsequent to the submission of this complaint, the equipment was verified and the amount billed has been adjusted to zero 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

I have reviewed the Revdex.com complaint from *** regarding a disputed bill on a closed accountI have reviewed the account notes and show this issue was resolved on 2/17/all charges were credited due to the customer being under the day trial period we were able to confirm via
the account notesWe apologize for this error and any frustration this billing dispute has caused I 'm happy to see it was resolved.Sincerely,Mr***

Complaint: ***
I am rejecting this response because:
I did return the modem box in question, no I do not have the tracking number because The modem was returned months ago and I did not receive any communications from Century Link that they had not received itI have researched complaints regarding Century Link and found there are several complaints from other customers regarding this very issueI can only conclude this is an on going problem for this company.
Sincerely,
*** ***

02/21/2017 CenturyLink has received a copy of the Revdex.com complaint filed by *** *** Below are our findings: Upon receipt of Mr***’s Revdex.com complaint, I sent a request to CenturyLink’s repair escalations team member *** to assist with
the resolution of the complaint. *** responded that a repair ticket was completed on 02/03/a 3:pmThe field technician completed the repair ticket and notated he ran new jumper because of a bad port*** called Mr*** and he hadn't run any speed test but said all seemed fineA request for coaching had been sent to the technician’s supervisor for coaching for failure to contact customers.*** issued days of credit for the length of the repair ticket. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationAs the issue has been addressed by CenturyLink’s repair escalations, CenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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,
*** ***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer signed up for a promotion that bill in full month increments for full months billing at $a month plus applicable fees surcharges or taxes The promotional rate
applies to the first full regular month of service, not the pro-rated portion as to insure that the promotion is for the term commitments stated, months The pricing is correct but the customer has not fulfilled the criteria needed to get the $promotional rate as is requires paperless billing and automatic payment 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

CenturyLink appreciates the opportunity to review Ms*** account, *** *** ***. Our records indicate Ms*** account was established on March 17, 2017. The installation order included a jack installation. The account was disconnected on March 22, 2017. The
notations indicate Ms*** disconnected because the speed was too slow. Ms*** was correctly billed for the installation of a jack on the March 22, bill. In addition, she was billed for an unreturned modem on May 22, 2017. Ms*** worked with a representative on December 29, 2017. A credit for $was applied to the account, including a credit for the modem that CenturyLink does not reflect has been returned. The remaining balance due of $is for the jack installation. The balance due is valid and has been sustained. CenturyLink regrets any inconvenience Ms*** has experienced Margaret CenturyLink Customer Advocacy

Initial Business Response /* (1000, 6, 2015/10/20) */
10/20/Centurylink has reviewed the customers account regarding their speed being reduced on a recent request to transfer serviceThe customer is stating they were offered mb at their new locationThe speed was changes from mb to 12mb
The customers rate was also reduced by $The 20mb service is only available with pair bonding service which requires a tech visit and a new modemThe customer has been advised of thisThe customer would have thirty days from this response 11/20/to disconnect their service and the early termination charge of $will be creditedCenturylink apologizes for the misinformation they received regarding the speeds available at their new location
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 8, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If they are lowering my rate by $a month until the end of the contract, I agree with this responseHowever, when I last spoke with an agent at CenturyLink, I was advised that the rate would stay the same, but the speed would be lowered

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 trainingGoing back to April of last year
forward, the customer was current on paying the bill twiceWhile there may have been issues that the customer felt needed to be addressed, they have been and adjustments totaling $A charge for a new modem and the delay in receiving back the old modem resulted in another charge for unreturned equipment charges which has been adjustedSince the Charge was issued on an account that was leasing the modem, the new modem charge of the initial modem should not have been billedCenturyLink has issued an adjustment of $to offset the new equipment charge that should have been at no costNo further adjustments are warranted CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve ***

Complaint: ***
I am rejecting this response because:This bill was sent to a collection agency because of an error CenturyLink madeI am willing to make payment arrangements (I have already attempted to pay this bill twice and was told both times it was already paid), if it is taken out of collection as it is currently ruining my credit and I did nothing wrong to deserve this treatment!
Sincerely,
*** ***

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
We also need to make sure that we are getting that speed at the modem level once the techs have figured out what the issue is.
Sincerely,
*** ***

Revdex.com:
This was NOT a billing dispute. I had called six times to take advantage of Century Link's "price for life" swerive. Finally contacted their home offer and after about five weeks of problems, MrL*** did respond and the new service was installed. However, while I accept this, there is no reason any customer should have to go through what I did
Sincerely,
*** ***

CenturyLink has reviewed the information that Mr*** has provided usThe account number for CenturyLink doesn't even show a bill was generated on this account as it was never even activatedOur records indicate that there is and has been a zero balance on the accountWe are unable to view the *** account number that was provided as they are a separate company and no billing occurred on this CenturyLink order*** can be reached at 1-800-531-to inquire about that account numberFor further assistance please feel free to contact our financial services team directly at 888-646-CenturyLink has closed this complaintSincerely, MrC***

Complaint:
I am rejecting this response because:Centurylink has refunded me the difference from the first four monthsThat is greately appreciatedHowever, they have charged me the $on the current bill and it should be $Though this is fine for the first four months, I am afraid that I will need to file another complaint as they still have not adjusted my monthly charge
Sincerely,
*** **

To whom it may concern:Please be advised that CenturyLink has completed a review of the complaint and found the following: Prior to this reply, the customer was assisted by another employee of CenturylinkAll the adjustments and the pricing issues as well the onetime charges were
addressed.Centurylink submits that this is sufficient to close this complaint as resolved.CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely,*** *** Executive Office Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care

I have reviewed the complaint from *** regarding a disputed early termination feeI reviewed the account showing *** was receiving a $monthly discount due to being on a one year term commitmentBased on the customer's years of payment history and internet issues I have credited back
the $prorated feeIt will be returned to the customer in a form of a check in the next business daysIf he needs to check the status of the refund check he can call our Credit Department ***We apologize for the frustration this billing dispute has causedSincerely,***