CenturyLink

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
FCCMr*** has already received a response for all concerns through the FCC processFCC response letter: April 15, *** *** ***
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Ms***: CenturyLink has completed a review of the complaint filed by *** ***. In the complaint, Mr*** wrote “century link refuse to process my life line application I have faxed it to them times and they keep on throwing it in the trashI am attaching all documents to you to review I am also going to fax them more timeI am attaching all documents I have faxed to them times now.” I referred Mr***’ concern to the CenturyLink group that manages and processes Lifeline applications. I have been provided with the following information concerning Mr***’ account: CenturyLink account number XXXXXX*** was established February 29, 2016. On March 17th, CenturyLink sent the Lifeline application to Mr***. On April 8th, Mr*** emailed the completed Lifeline application to one of our representatives. An order was processed April 8th to add the Lifeline discounts to Mr***’ account. Mr*** called for CenturyLink Internet Basics on April 11th and an order was processed that day. Also on April 11th, Mr*** requested cancellation of the land line and therefore the service changed to Internet only. The account retains the discounts for CenturyLink Internet Basics. The April 23, bill will reflect the changes to the serviceCenturyLink appreciates the opportunity to review this matter** CenturyLink Customer Advocacy Group

1/12/16:Centurylink has reviewed the customers complaint in regards to requesting to be reimbursed $they paid to mail the equipment backThe customer is stating they requested the return mailing label three times and did not receive the labelThe customers account was issued a $credit on
1/8/The customer will receive the refund in the next four weeksCenturylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager

04/25/2016CenturyLink has reviewed our previous responses to Ms***’s issue. After careful consideration, we find our original investigation and response to be valid. CenturyLink has closed this complaintSincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the customer's replyI checked the final bill
dated May 11,showing the customer's charges were indeed backdated to the disconnect date of May 11th.We understand since we bill a month in advance this can cause some confusion on the final bill The April 28th bill was for a month in advance covering to May 28th when the customer canceled on May 11th we credited the charges back from May 28th to April 11th for a total of $- reducing the amount due to $I show the last payment we received was $on 4/22/for the March 28th April 28th periodThe remaining balance is from April 28th to May 11th $I show the customer was sent out a return label for their modem if they didn't receive it have them call our Customer Care Center *** we are happy to send out another if needed.Sincerely,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
Sincerely, *** ***
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Complaint: ***
I am rejecting this response because: This is completely unacceptable and clearly they are holding me hostage to use their services since they will not let me make changes to my accountI will make sure to get the message out through every available social media avenue about how their customers are treated. Its really sad that doing business with big companies has turned to this and will force me at some point to have to file bankruptcy just to get rid of the account
Sincerely,
*** ***

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 will need more information supporting Mr***’s
claimsI left Mr*** a voice message with my callback information for further discussion of this complaint** 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 wish to terminate service with centurylink as our internet provider for the frustrations depicted in our original complaintThe date we wish to terminate service with centurylink is 3/2/since this response was completed 3/1/18.
Sincerely,
*** ***

3/1/16: Centurylink has reviewed the customers account of *** regarding the customer being billed for serviceThe customer indicated they are no longer at the address listed on the billing statementsThe customer indicated when they contacted Centurylink to request a transfer of
service the representative advised the customer Centurylink did not provide service at their new locationThe customer returned the equipment to a local retail store and was advised by the representative they would issue an order to disconnect which did not happenAn order was issued to disconnect the service with the order giving credit back to 1/5/Credits will be issued to the account for the service chargesThe customer indicated a partial payment was mailed which was located and will be applied to the account.Credits were also issued to the account of $Centurylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager

I appreciate *** providing me his closed account & equipment return tracking numberI was able to verify the account was closed on 5/30/the equipment was returned on 6/29/I have credited the remaining charges for the equipment $the account now has a zero balanceCenturyLink
apologizes for the delay in this resolution and certainly understands how frustrating this has beenSincerely,Mr.***

I have reviewed the Revdex.com Complaint from *** regarding a misquoted rateThis disputed is being handled by another one of our Executive Office Complaint Managers who is the single point of contact for the customerThe Manager will be in touch with the customer's soon if
they haven't been already.Sincerely,Mr.***

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 trainingUpon review, I verified *** *** returned the modem in
concern after the day allowed timeframe therefore was billed the non-return chargeI have agreed to credit back the disputed charge of $inconsideration that the modem was returned*** *** final account is now at a zero balance and resolvedCenturyLink apologizes for any inconvenience or frustration this issue may have caused *** *** ** CenturyLink Customer Advocacy Group

Centurylink appreciates Ms*** *** giving us the opportunity to review our handling of her accountI 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 wellOur records indicate that on 07/03/a credit for $for a missing discount on the internet for the previous month billing statementIt shows that the current bill was $which shows the correct promotional rate on the accountIn an effort to satisfy, we have issues a one time courtesy credit for the $late payment fee that was charged on the most recent billSincerely, *** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

I have received a copy of the Revdex.com rebuttal filed by Ms*** *** regarding her billing disputeMs*** has provided two *** tracking numbersI have checked with *** and the CenturyLink warehouse and the equipment has not yet been receivedI will follow up with the warehouse on July 29, At this time the balance is valid and sustainedHowever, if the equipment is received I will contact Ms*** regarding the billingCenturyLink apologizes for any frustrationSincerely, Ms*** CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from *** regarding a billing disputeI have reviewed the account notes showing when the customer canceled our CenturyLink service they were not advised they needed to call *** *** to cancel as well. In many cases when a customer
has combined billing with a separate TV provider they don't want to cancel the TV services which is why we don't automatically cancel themWe apologize for this confusion based on the closed account it seems this has been resolved if the customer has any additional questions I'm happy to help.Sincerely,Mr.***

Complaint: ***
I am rejecting this response because:yes, I canceled my account, I gave up trying to get an accurate billwhat I want now is a revue of the charge of ive been billed for early cancellation on an account c.lcreated in an misguided effort to send me an accurate billthat account was created by you in august 2017.the only account I started with c.lwas 4years ago which expires may of I am happy to pay that fee. my final bill was in the amount of 345.00,which I dont feel I s accurate, but nevermind, I dont want to open that can of worms with anyoneat c.lsince all of the people ive dealt with are totally sure to mess it up more than it is alreadywant some examples? on one call to c.l.I was upset by all of the mishandeling re my account and my voice was shaking, I heard the young man I was speaking with and someone else who was obviously listening, giggleing at me, of course he denied itanother time I called re my bill, a girl toldme she couldnt give me any info re the account because that account belonged to a out of state businessmind you, I had my bill in front of me with my name and address on it and I read the account number to her three timesive already submittd 178.50toward the because I was told late fees would applysince my limited budget wouldn't allow the full amount, the agent said I could pay the rest next monthi really feel the dollar fee is unfair because c.l.created it as I said before, and at the time I was not told it would it would add months to my contract.after all, I could give you the number of at least two other accounts that c.l.created in the past couple of months in the same effort to correct my bill, never being told of added early cancellation feeslooking back, I thinkwhat made this such amess was everytime I called I got someone different who had a different idea of how to handle the mess.anyway as I said if that cancellation fee can be changed to an early cancellation of may i'll be happy and ican assure c.l.that they will never hear from me again as you have lost my business forever.
Sincerely,
*** ***

06/28/2016 CenturyLink has exhausted all investigatory resources in regards to this issueWe have no new information to add and find our original investigation and response to be validCenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Ms***’s account, ***, currently reflects a zero balance due. A June 21, bill was issued reflecting an amount due of $509.18. This bill was generated before the credit was applied (June 27st) and the *** response was sent (June 30th). If Ms*** still has questions regarding her complaint, she needs to contact the manager assigned to her *** complaint *** Customer Advocacy Group

01/18/On 01/18/2016, I talked with Ms*** over the phone about the original equipmentI advised there is no information about this equipment within the systems, no leasing fees or codes to remove or charge for non returned equipmentI advised she did not need to return the original equipmentSincerely, *** ** *** CenturyLink Customer Advocacy Consumer /Small Business Sales and Care