CenturyLink

I have reviewed the billing complaint from *** regarding his rate being higher than expectedI reviewed the account notes and previous months of bills showing the customer hasn't been paying his bills by the due date and usually carries a month or two months charges forwardThis caused the
customer to be charged late fees and 1-months worth of charges making their bill higher than expected. I show the customer is getting the $43.95+ taxes,fees and surcharges this is the promotion they subscribed toI checked the customer's internet speed showing they are getting 116% upload and 119% download speeds with a stable historyBased on my findings there are no credits due to this account I recommend they sign up for auto pay to avoid late fees going forward this can be done on our website www.centurylink.com.Sincerely,Mr.***

01/10/ CenturyLink has reviewed our previous responses to Mr***’s issueMr***’s complaint was about promotional pricing and double billing for combined *** **I reviewed his bill statements and explained the promotional expiration and changes made to his CenturyLink service to reduce his rateI found no *** ** double billing on any of his CenturyLink statementsAfter careful consideration, we find our original investigation and response to be valid. Revdex.com complaints are filed online through the Revdex.com websiteCenturyLink responds to the Revdex.com complaints through the Revdex.com website. CenturyLink has closed this complaint Sincerely, *** ** *** *** *** Consumer /Small Business Sales and Care

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer was initially quoted correctly but the order to implement the promotional pricing was done incorrectlyIn lieu of this the customer called in and on May
23rd, of $and an additional adjustment on $which correctly addresses the amounts listed in this complaintAt that time changes to the pricing and a recap of what to expect going forward were provide to the customerCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** *** ***
*** *** *** *** *** *** *** ***

Initial Business Response /* (1000, 6, 2015/10/06) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
Subsequent to this complaint a complaint for the same concern was addressed and the customer was replied to via the a letter to the CEO ***
***
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, 8, 2015/10/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 verified Mr*** had returned
the leased modem on April 22, I credited Mr***’s account the disputed $chargeMr*** should expect to receive the full refund in the next 14-daysI apologize for any inconvenience CenturyLink may have cause Mr*** CenturyLink Customer Advocacy Group

Complaint: ***
I am rejecting this response because: this is the exact reason I made the complaintI have been told by multiple people with in the company my bill after the $discount was to be 1999+ taxes and fees for a total bill of around $24/ $This is my complaint is that they give these options but then do not honor them and charge you whatever they see fit and when you question them about it they say their billing is correct or they cannot do thisI was then also told the $promotion I received should not have been sent out but that they blanket market and send out the $offer to everyone even if they do not qualify which I do not feel is moral because if they are sending it to you they need to honor that price and that discountI do appreciate the Revdex.com's actions in looking into this however it does not appear as if it will be corrected my complaint standsI will be discontinuing my service with century link
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding her billing due date. I have reviewed her account and found the following: Customers are billed on a standard day billing cycleMs***’s CenturyLink bill is printed
on the 13th of each monthThe bill date is determined by the telephone numberThe payment due date is based on the date the bill is mailedThe dates will fluctuate depending on how many days are in a month, legal holiday and weekendsI have established a preferred payment date of the 4th of every month. In instances, where the reflected due date is not the 4th, it is noted that this is the date you will be paying. Please note if you are unable to make payment on the 4th you should contact CenturyLink Customer Service at ***CenturyLink apologizes for any confusion regarding the billingWe appreciate your businessSincerely, Ms*** CenturyLink Customer Advocacy

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 they handle the complaint through the FCC.
Sincerely,
*** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: At the time the complaint was filed, the service requested was installed at the address listed on this complaintThe account shows that it is active and has a very
stable connectionCenturylink provides that this is sufficient to close this complaint as resolvedCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** ***
*** *** *** ***
*** *** ***
*** *** *** *** ***

Final Consumer Response /* (2000, 5, 2015/12/14) */
I was able to speak to someone from Century Link and although the case wasn't resolved to my complete satisfaction, I feel that it is resolvedCan you please close the complaint? Or let me know how I go about doing so?

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,
*** ***

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 trainingAfter making contact with *** ***, *** *** asked to review
all concerns at a later timeI provided *** *** my direct contact information to follfor further discussionCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** *** CenturyLink Customer Advocacy Group

CenturyLink and *** ** are separate companies that bill together to offer our customers bill and in certain cases discounts may applyOur records indicated that Centurylink services were canceled on 09/06/and back dated to August 24, In order for the *** ** to be canceled it
would require the customer to contact *** ** directly, as Centurylink cannot cancel their servicesCenturylink apologizes for the frustration encounteredSincerely, *** ***

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this rejectionCenturyLink did apologize for “any issues or inconvenience that may have been experienced” Actions taken with employees to address the instances where a customer feels they have been mistreated are confidential and are addressed internally Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced trying to get services disconnected Sincerely, Steve ***

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,
*** ***

Complaint: ***
I am rejecting this response because:So that was a typical response for a company to try and covmy complaintFirst off this complaint did not even have to do with: *Who Lived in my Houshold and owed a bill before me *Simple-Pay Account *Credit Checking This Complaint is about Centurylink saying I owe a bill for $590.60, I am disputing the charge because I have asked Centurylink to provide proof to me as to how I owe this bill, because I have never had Centurylink before so im pretty confused as to why they claim I owe them when I dont owe them anythingAs for whoever was tied to my address that owes a bill that is not even the question at allI asked the question and I am asking that Centurylink address my concerns
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/07/24) */
7/24/Centurylink has reviewed the customers final bill of XXX-XXX-XXXX-XXX in the amount of $in disputeThe customer is stating they were not advised the promotion they were offered carried a term contract or an early termination
chargeThe account reflects the customer was billed $for the early termination chargeThe customer was also debited for the promotion discount due to disconnecting serviceCredit of $176.83(taxes included) was issued to the account for the early termination chargeThe remaining balance of $os the customers responsibilityCenturylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

*** ***, The reason why *** provides the term disclosers prior to installation and activation is to make sure the customer clearly understands the agreementI apologize, as I advised in my initial response, the fee would have to disputed with ***CenturyLink has no control of a fee being assessed by ***This issue is closed as all concerns have been addressed** CenturyLink Customer Advocacy Group

I have reviewed the service complaint from *** regarding chronic issues with their phone line causing internet issues as wellI would be happy to further assist with this problem if it's not resolved yet unfortunately the customer didn't provide their account numberI was unable to find it since
the customer gave us their PO box and not the physical addressIf they can please provide their CentryLink account number I will do what I can to help.Sincerely,***

I have reviewed the complaint from *** regarding ongoing phone line issuesOur repair request history supports ***'s claim of the phone line issues over the past few monthsI have requested our Repair Escalation Team contact *** and ensure these ongoing problems are resolved they will be in
touch in the next 1-business daysSincerely,Mr.T***