CenturyLink

Complaint: ***
I am rejecting this response because:I had Already terminated my service so I am confused as to what their date of terination Means, and if emails were sent and redirected to spam I don't consider that a contact, they did ot state hiw theytStried ti contact me, I am a stay at home mother with a cell phone 24/7, I never received a call, and they did not address the initial issie of billing for over a year without having the serviceNot acceptable and adding I silt to injury yet again "cancelling" something that did not exist? I want our centurylink file reviewed with correspondence that indicates ongoing attempts to resolve this over that period of time and what we had paid returned since there had been no serviceAlso at this point since I had been reassured by century link that a hold had been placed since I refused to pay the remainder balance of the bill and their reassurances that we would not go to collection s because the higher ups at 'centurylink were reviewing our case, and then we were sent to collections it seems only right that our record should be cleared (we paid this not out of principal but to avoid negative marks on our credit because centurylink already cost us hundreds of dollars to try to deal with their service). Sincerely, *** *** Siincerely, *** ***
*** ***

Initial Business Response /* (1000, 4, 2015/09/17) */
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,
Mr*** ported his home phone number to a different provider on the 7th of May, Portability and changes of service was handled by the port in company, Centurylink was not notifiedAt that time, internet service was converted to a data only accountMr*** was notified by mail of change in serviceOn August 31, Mr*** contacted CenturyLink, requested data service to be disconnectedOur agent disconnected service, agreed to back credit the charges to original port date in MayOn September 9, 2015, Mr*** was sent a credit refund for the disputed service billing months
This issue has already been resolved and closed
**
CenturyLink Customer Advocacy Group
Initial Consumer Rebuttal /* (2000, 6, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They resolved the matter on the third attemptThe problem appeared to be a mix of poor customer service and archaic client id number
They use phone number as account number and when account is ported to another provider their system automatically changed the account numberThey did not inform me of this, however, and I had no knowledge of the new account number, for which they continued to process payments
They also did not link the account number to my web login so I could not see the new accountAnd on calls they did not tell me of the new account
Finally on the third call the rep found the second account number and was able to close itThe money was satisfactorily refunded and the matter can be considered closed

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint and found the following: Per the customer’s request the executive office manager handling this complaint has issued a request that the credit check be changed to a soft hit Centurylink
does not train the employee that the credit hit is a soft hit but there is an explanation as to why some still assume that it is Though the current way in which this is done has a very minimal if any uinpact to the ctredit it is still considered a hard hity In the past, when the company was a utility the credit checks were referred to as a utility inquiry and were the same as what is currently referred to as a soft inquiry currently CenturyLink will provide feedback to the representative so that the customer is not led to believe otherwise in the future 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 final billThis must be a duplicate complaint this was resolved on 1/19/the charges were adjusted off and theaccount now has a zero balance the collections company has been notifiedSincerely,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is basic and a standard response 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 training.A member of our executive research team reached out to ***
*** and reviewed his original order and current billingThey issued a credit of $and explained the deposit is held for months and then returned to himCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** ***.*** CenturyLink Customer Advocacy Group

Our records indicate Ms*** also submitted a complaint with the Federal Communications Commission (#***), Pennsylvania Public Utilities Commission (#***), Pennsylvania Office of the Attorney General (***) and the CenturyLink Executive Office regarding her concerns. A
response from CenturyLink was sent to the FCC on March 1, 2016, PA PUC on February 25, 2016, and PA AG on March 1, 2016, and Ms*** spoke with a manager in our Executive Office on February 23, 2016. Please refer Ms*** to the previous responses for more information. *** Customer Advocacy Group

Centurylink appreciates Mr*** *** giving us the opportunity to review our handling of her accountI would like to apologize for the less than exemplary service that Mr*** recently received from Centurylink representativesHis comments are appreciated, and to improve
customer service, will be investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs wellOur records indicate that the early termination fee has been adjusted on 05/02/as well as the disconnection fee of $The account is now showing a credit balance of -$which will be mailed to Mr*** in the form of check Centurylink regrets any inconvenience Mr*** has experienced Sincerely, MrChristensen

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:Here is my account number if they wish to respond now Took them weeks to respond to that one.*** ***I was told by CenturyLink that VP's do not respond to the common people/customers of centurylink That it is below them and that a VP will never respond because they get paid too much!
Sincerely,
*** ***

I have reviewed the customers reply requesting an additional $credit for downtime as a courtesy I have issued the additional $credit to the account.Sincerely,Mr.***

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*** feels he 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 Mr*** was receiving monthly promotional discounts, which expired in July 2016. Thus, his monthly cost increased. Our records indicate several emails were received and he was referred to the business office for assistance. On December 20, 2016, an order was issued to add new promotional discounts to the account. As reflected on the January 10, bill, his monthly service is now billing at $($74-$10-$34.05) before taxes, fees, and surcharges. The new twelve-month promotional discounts do include a twelve-month commitment, which expires on December 21, 2017. In addition, a credit for $was applied to the account, in an effort to satisfy. The credit is reflected on the January 10, bill *** CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from *** regarding a delay in having their service repairedI'm sorry to hear about the days of downtime due to a service IssueCenturyLink's goal is to restore our customer's service ASAP when an outage has occurredUnfortunately
some issues are out of our control such as power outages, cut lines due to construction work and weather issuesI reviewed the account notes Showing the issue was resolved and we issued a credit for the downtime. CenturyLink apologizes for the delay in repair and certainly understand how frustrating that would be we are happy to further assist as needed.Sincerely,Mr.T***

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*** started service
with CenturyLink on 10/20/His service was under a one-year promotionHe contacted us on 01/28/to inquire about new promotions as his previous one expired on 10/20/He was offered another one-year promotionThe promotion began on 02/01/and expired on 02/01/Each month Mr*** bill statement provides the months remaining on his promotion as well as an end dateMr*** may contact our service center at 800-244-1111, to inquire about any discounts or promotions available to himNo refund is requiredThe billing is correct as his promotion endedCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***Amber CenturyLink Customer Advocacy Group Tell us why here

Our records indicate Ms*** submitted a complaint #*** with the Revdex.com regarding the same issue. A response from CenturyLink was sent to the Revdex.com on November 28, 2017. Please refer Ms*** to our previous Revdex.com response for more information, as no new information was submitted in
Revdex.com complaint #12531856. For Ms***’s convenience, below is the response that was originally sent to the Revdex.com Margaret Customer Advocacy Group I have reviewed the complaint from *** regarding unwanted calls to her businessB & B Communications has no association with CenturyLink there is no listing for them in SC. The information I found online is that this is a phone scam it has been reported to the FCCI would recommend you block their number if they are still callingI wish there was more I could do but they are not associated with CenturyLink nor QwestSincerely, 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. I just find it frustrating that I had to submit a complaint before I was able to make progress with their customer service team
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/12/04) */
CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her account, XXXXXXXXXI would like to apologize for the less than exemplary service that Ms*** recently received from CenturyLink representativesHer
comments are appreciated and, to improve customer service, will be investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs well
An order was issued on November 6, to correct Ms***'s billing addressThe November 20, bill reflected the changesIn an effort to satisfy, an adjustment was issued for the Late Payment Charges that appeared on the June to October billsA credit for $on December 3, and should be reflected on the December 20, bill
Ms*** is a valued customer and I apologize she was not treated in this mannerCenturyLink regrets any inconvenience she has experienced
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint:
I am rejecting this response because: direct tv are claiming that I was informed a minimum of times prior to installation, this was not the casei ordered on a friday and had the inatallation done the following morningthe first written correspondence I received was the following wednesday via maili never received any email correspondence at first due to the salesperson entering my contact details in incorrectly (i only discovered this as I had an automated call telling me that they tried emailing but it was unsuccessful)My wife signed something from the installer agreeing to a month contract not knowing that I had agreed to a month contractwhen I turned upshe told me, I spoke to the installer who told me that if I agreed to a month then thats what it is they just get us to sign agreeing or aomething along those linesso I refuse this response as it is falsei was mis sold and want the issue to be fully resolved
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:According to my bills since October, I have already paid Centurylink $for a service that was active from Sept 29th through October 30thIf my totals are wrong, please forgive me and tell me what your system says that I have paid. If not, please explain to me what this money paid for and send me the document that I acknowledged and signed off on for this
Sincerely,
*** ***

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 An order to disconnect the account completed on September 19, 2016. Once the Closing bill is issued, I will adjust all charges back to July 7, 2015, when the service was placed on vacation. Once posted, a refund check will be issued CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy