CenturyLink

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 provided the $autopay and additional $credits continue indefinitely or until I willingly change our package.Sincerely, *** ***

Complaint: ***
I am rejecting this response because: they have not addressed the issues at hand. The account # is *** ***
Sincerely,
*** ***

Complaint: ***
I am
rejecting this response because: I am continuing to get invoices from Century Link most recently I contacted them yesterday because I got yet another invoice Every time it's always the same thing they admit it's a mistake, apologize, and it will never happen again Then a month or two later I'll get yet another bill If this does not stop it will become a lawsuit
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint from *** regarding a charge for a modemI'm sorry to hear about the customer's poor experience trying to get this billing issue resolved and certainly understand their frustrationI would be happy to help if they can provide me with the
CenturyLink account number and the *** tracking number they stated they have.Sincerely,Mr.***

07/27/2016 CenturyLink has reviewed our previous responses to Ms***’s issueMs*** will receive a revised final bill within to business days from the date of disconnected where the previous bill statement will be revised for services not provided from the date of disconnection to the end of the bill cycle (the previous bill statement will not be revised until the final bill generates from the billing system)After careful consideration, we find our original investigation and response to be valid. 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 trainingUpon review, I verified the service was never usedThe
service has been disconnected with all charges have been adjusted to zeroI apologize for any inconvenience CenturyLink may have cause Ms*** CenturyLink Customer Advocacy Group Tell us why here

I have received a copy of the Revdex.com complaint filed by *** ***, regarding a billing disputeAfter investigation of ***'s account it has been found that we do not show that the customer is over paying for the services that are being renderedThere are
no notations on the account suggesting that the service was set up wrong and that he told he was being over charged for servicesAt this time we are declining the customers request for credits on the account as we have no records to correspond with the customers claimWe apologize about the frustration the customer has encounteredSincerely, *** ***

Complaint: ***
I am rejecting this response because: my service is not operating at the level they stateBut more importantly I still do not have access to my account to even be able to make any changesThey are currently holding me hostage as a customer because I cant access my account.furthermore the one call I received came during business hours at my job so I could not speak with them nor did I have access to my service
Sincerely,
*** ***

CenturyLink appreciates *** *** giving us the opportunity to review our handling of her accountI would like to apologize for the less than exemplary service that *** *** feels she recently received from CenturyLink. At CenturyLink, we strive to provide outstanding serviceHer comments
are appreciated and, to improve service, will be investigated. From the information provided by our Broadband Escalations Group, *** *** is experiencing speed or service issues as the Remote Terminal which provides Internet service to her area is experiencing bandwidth exhaust. Customers in this market may experience slow speeds, packet loss and latency during peak hours, including nights and weekends. The site is capped and new subscribers are not permitted at this time. Currently, CenturyLink does not have any upgrades planned due to high cost. Due to her experience, we have issued a $credit to her bill. CenturyLink regrets any inconvenience she has experienced. ***Customer Advocacy Group

Complaint: ***
I am rejecting this response because:
I am not providing my account information on a public forum I highly doubt that too many *** ***'s called on the dates that were provided in the original complaint, that by typing it in my name while looking at your call logs it should be relatively easy to track down the right account If it helps it was the account that has been closed times because someone didn't close it the first two
Sincerely,
*** ***

I have reviewed the complaint from *** regarding chronic internet instability issuesI'm sorry to hear about the past internet connection issues and certainly understand her frustration I checked the customer's line showing she is currently at 117% download and 116% upload with
a stable connectionIf *** is still experiencing issues on her side she can email me directly and I will have our Internet Escalations Team contact her to help resolve any issues she is having ***Sincerely,***

Initial Business Response /* (1000, 4, 2015/08/05) */
8/5/Centurylink has reviewed the charges on the final bill of XXX-XXX-XXXX-XXX in the amount of $in disputeThe customer stated the service was cancelled prior to thirty days as the service was not installed successfullyThe customer
was told the charges would be taken care ofThe charges on the final bill have been credited to a zero balanceThe collection agency has been advised to stop collection action and to pull the debt if reportedCenturylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

3/1/Centurylink has reviewed the customers account regarding not receiving the rate they were paying prior to moving services in September 2015.The representative placed a new connect order rather than a transfer of service orderThe customer did not provide their previous account number
to review what rate and discount they were receivingThe customers current account number of ###-###-#### reflects the customer is receiving discounts totaling $The customer would have thirty days from this response 4/1/to disconnect their service and the early termination charge will be creditedCenturylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager

I have reviewed the complaint from *** regarding the problems he has experienced trying to get his service disconnectedI show *** called in at the end of Febrequesting to disconnect but no order placed his service agreement was up on 03/09/I show *** called again at the end of
March the notes show the customer dropped off the call before the order was placedI have placed a disconnect order *** and backdated the charges to the agreement expiration date 03/09/This will cause a credit balance on the account that will be refunded via a check in the mailIf *** needs any follow up on the payment he can contact our Credit Department CenturyLink apologizes for this poor experience we certainly understand his frustrationSincerely, Mr.T***

I have received a copy of Ms*** *** Revdex.com complaint, regarding her request for duplicate billsCenturyLink mails a detailed bill statement monthlyThe bill statement does include an explanation of all billed chargesThere is typically a charge of $for each duplicate
bill older than monthsAs a courtesy, I have mailed months of billingThe CenturyLink billing is also available online via CenturyLink.Com and MyAccountMs*** may establish an account and review months of billing via MyAccountIf Ms*** has any questions she may contact CenturyLink customer service at * *** ***CenturyLink apologizes for any frustrationSincerely, ***

CenturyLink appreciates Mr*** writing regarding his recent experience with our company. I regret to inform Mr*** that he did not include sufficient information for CenturyLink to conduct an investigation. I was unable to locate the * order Mr*** provided. Due to the age of the order, it has aged out of our systems In the Revdex.com complaint, Mr*** indicates he has the assigned account number, the payment confirmation number, and his credit card statement. If Mr*** could provide this information, I should be able to locate the deposit. The credit card statement should include a transaction id, which is what is needed. Any other information he can provide would be helpful. I regret any inconvenience this may cause *** Customer Advocacy Group

I have reviewed the complaint from *** regarding a bundle rate disputeI reviewed the current pricing showing with discounts *** is being charged $for internet and $for Prism TV + taxes fees and surchargesI don't show any other discounts available for the current bundled package
I would recommend *** call into our Retention department and see about converting to a new bundle packageI show we have price for life $month for mbps internet available at his address. *** can also ask if there are any other Prism TV save offer discounts or if it's possible to change to our partner Direct TV for a lower monthly rateSince I was unable to add any additional monthly discounts I didn't make any changes to the accountI did however give *** a $courtesy credit which has already posted to the accountI do show *** was given a $credit on his Febbill that was in dispute from the January billCenturyLink apologizes for the time and frustration this billing issue has causedSincerely,Mr.***

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, This issue has already been escalated to the
*** Attorney General’s OfficeMr*** has already received a response for all concerns through the AEG processAEG Response, CenturyLink respectfully submits the following concerning the above mentioned complaint A review of the customer’s billing account shows CenturyLink provides a Price For Life High Speed Internet plan which is a non regulated serviceUnfortunately, those in the field must prioritize when outages occur and the focus is to restore the service to customers that are only provided basic local exchange service as quickly as possibleThis is no excuse for the unsatisfactory customer service experienceThe customer should have been notified of the delayThis process failure has been reported to the appropriate department for review and any corrective action needed will be takenThe customer has been allowed an adjustment in the amount of $for the missed appointment and delay Thank you for allowing CenturyLink the opportunity to address this issuePlease do not hesitate in contacting me if I can be of further assistance Sincerely, *** *** ***
**
*** *** *** ***

I have received a copy of the Revdex.com complaint filed by Mr*** *** regarding his billing disputeAfter review of Mr***’s account, on January 22, two promotional discounts were added to the accountThe High Speed Internet Month Any Speed Term Commitment for
months for $and the Customer Loyalty Offer for months for $At the time these promotions were added to the account Mr*** already had the High Speed Internet Loyal Customer Credit $10.00, which was a month offer that expired in June 2016. The promotional discount is reflected on the billing with the remaining months of discounts tracked. The billing is accurate based on the promotions Mr*** subscribed toMr*** may contact CenturyLink to inquire regarding any eligible promotionCenturyLink apologizes for any confusion regarding the billingSincerely, Ms*** CenturyLink Customer Advocacy

Initial Business Response /* (1000, 4, 2015/07/15) */
CenturyLink appreciates Ms*** writing regarding her recent experience with our companyI regret to inform Ms*** that she did not include sufficient information for CenturyLink to conduct an investigationIn order to
investigate the complaint, the CenturyLink account number will need to be providedI 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 nameOnce this information is received, CenturyLink will be happy to investigate the complaintAfter review, I also read that *** makes references' to charterThis issue may need to be reviewed with another company
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (3000, 6, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Account # XXX-XXX-XXXX XXXas requestedI did not authorize this service and I need to be credited for the chargesMoney paid should have been for *** ONLY