CenturyLink

I have reviewed the Revdex.com Complaint from *** regarding a promised credit not issued to her accountI reviewed the account notes and didn't show the credit was issued I adjusted their account $which they will see on their next billTo avoid surprise increases in the future
we recommend out customers review their bill each month which reminds them how many months are left on their promotionWe apologize for the frustration this billing issue has caused.Sincerely,Mr.***

Ms.***, thank you for providing the account information regarding this complaintThe balance of $was adjusted in full on January 25, to satisfy the owed final billAll collections activity has now been suspendedI apologize for any inconvenience CenturyLink may have caused

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Prior to this reply, the customer received and adjustment in the amount requested o May 11th, This zeroed out the final bill and no balance is owedCenturyLink 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

Complaint: ***
I am rejecting this response because: The service was only at - 20M when I am paying for and the service did not improve when the speed was increasedI believe I should be charged no more than the per month that I was being charged before.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I was not made aware the $deposit did not exist until I tried to set up a new account at my new addressI was initially told the new account could not be set up because I still had a balance on my old accountWhen I explained I had been told that balance was taken care of, I was transferred multiple times, told a multitude of different stories (the $does not exist, it may exist, I see it in the computer here, I don't see it, etc) until I was transferred to a man who told me the deposit was found and because it was found and my old account was supposedly paid off I could then set up my new accountI thought my old account was taken care of until I received a bill from a collection agency! CenturyLink failed to contact me (they had update contact info), and lied to me twiceI understand the bill must be paid, and I was willing to pay it twiceBoth when I called to have the service shut off and when I called to set up my new service, but was lied to and told both times that I didn't need toI currently do not have the full sum of the amount due as we recently had a death in the family and money is tight, but am willing to work out a payment plan with CenturyLink if they remove this bill from collections because it is affecting my credit and the only reason it is even in collections at this time is because of CenturyLink's mistakeNot mine!
Sincerely,
*** ***

I have reviewed the customer's responseI show on the Feb 18th bill the previous balance was $the customer's payment of $brought the balance down to $which is the amount dueCenturyLink considers this matter closed the remaining charges are valid. Sincerely,Mr.***

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 Ms*** had ordered multiple
return kits in good faith of our modem return processI apologize for any Inconvenience CenturyLink may have caused to Ms***Inconsideration to Ms*** troubles, I have processed a $adjustment to Ms***’s account** CenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/10/05) */
10/05/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Mr***'s CenturyLink account, I found the first return label for the leased equipment
was sent on 10/10/There were no other calls into the account until 07/02/2015, when Mr*** called to CenturyLink customer service to request another label to be sentA notation was added to the account that the account should be credited of the non-returned equipment fee once it is returnedOn 07/10/2015, Mr*** called to CenturyLink customer service again as he had not received the return label sent on 07/02/
I reviewed the return labels sent and found the equipment was returned to the warehouse on 07/31/using the label sent on 07/02/
As the leased equipment was returned I have applied a credit in the amount of the non-returned equipment charge of $I have requested to have any negative credit reports removed (please allow up to days to reflect)
I apologize for any inconvenience this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am sorry that CenturyLink's employees did not take notes regarding my continued calls in to get a shipping label, but I am satisfied with the removal of the negative reporting and the refund, my primary concernsI hope that the company will work to better train employees and improve their service in the future
Thank you *** *** for your help with this matter and for taking it seriouslyI do appreciate it
***

Complaint: ***
I am rejecting this response because: I went for three weeks with out internet I called tech support numerous times and spent hours on the phone they couldnt explain why a tech was sent out without my permission but a tech came out and left a not on the door with a service number *** they could find no record of it but I have the service notice that said the problem was inside the housei couldnt get a modem from century links retail storeand I called tech support more times and still couldnt fix the issuethen I get a call from 4/*** *** who said he was a field technician and he had left a message on my phonei come home later that night and the modem light after nearly weeks has change color from flashing red to orange I reprogramed the modem and the net finally worked againi dont understand how it could be a problem in the house when a tech never set foot in my house and they somehow were able to fix the problem outsideBUT STILL THEY WILL NOT EXPLAIN WHY MY UPLOAD SPEED NOT NOT MEET THE REQUIRED THRESHOLD!!! it seems odd that the net all the suddenly stoped working completly after I filed this complainti demand that they credit my account for the time that I didnt have net and if they do not fix the upload speed issue I will take this with the attorney generals office
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 Due to a recent billing system change, Ms*** lost some of her promotional discounts on her Prism service. Her February 19, bill did not reflect any Prism charges and the March 19, bill reflected two months of Prism service, less several of the promotional discounts. The discounts were added back to the account on April 28, and a credit for $was issued. Ms*** was advised her month cost would be around $100-$per month. On June 27, 2016, an additional credit for $was applied to the account. Ms*** made a payment for $282.33, the amount due on the March 19, bill. The April 19, bill shows the $payment. On June 9, 2016, $of the previous payment was reversed. The $debit is reflected on the June 19, bill as a debit From February to August, Ms*** should have been billed around $for her service ($* months). To date, she has paid $550.79. Below is a list of the payment received, date the payment posted the account, and the bill the payment is reflected on: Amount Date Posted Bill Date $ April 11 April $ 36.60 May 10 May $101.97 June 9 June * June 9 June $390.22 July 29 August Total Payments received $ *reversal of previous payment To date, not including a payment for the August 19th bill, Ms*** has paid $549.73, $if you add $payment for charges on the August bill. She should have been billed approximately $700. Thus, Ms*** has received appropriate credits for the missing Prism discounts due to the system issues Ms*** is a valued customer and I apologize for the problems she has recently experienced. CenturyLink regrets any inconvenience and confusion Ms*** has experienced *** CenturyLink Customer Advocacy

I have reviewed the complaint from *** regarding a refund for their over payment on their closed accountI checked the closed account and show this refund for overpayment has been processed and check sent out. CenturyLink is sorry to hear about the conflicting information we gave regarding
when the auto payment and certainly understand ***'s frustrationIf *** has any other questions on his closed account we are happy to help as neededSincerely,Mr.***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: Unfortunately, the payments that were being submitted through the customer’s bill pay were applied only to the PRISM portions of the accountSince these services can
both be provided and billed separately, the account listed on the bill pay applied these to the PRISM account and not the internet accountThe fact that the customer had to go this long without a valid explanation as to where the payments were being applied is inexcusableDue to the problems with the issues experienced and the fact that the customer has already had the TV services terminated as verified by the returned equipment, CenturyLink is issuing an adjustment on the internet account in the amount of $CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, *** ***
*** *** *** ***
*** *** ***
*** *** *** *** ***

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 the billing has been stapled back and is billing correctly and is in accordance of what *** *** has stated
her rate should beCenturylink has placed a credit of $on the account for the billing errors that took place when the account unstapled and was billing separately causing confusion and frustration. This billing adjustment will show up on *** ***'s next statementCenturylink apologizes for the frustration encountered and we appreciate the opportunity to investigate *** ***'s concernsSincerely, *** ***

I have reviewed the billing complaint from *** regarding a refund amount, billing credits and check status on their closed accountI show in the closed account notes the customer's bill was adjusted on 12/14/and the overpayment was refunded on 01/05/which the customer
should have already receivedBased on my findings I show the billing issues have been resolvedWe apologize for the frustrating experience *** had trying to get assistance with these issues when he called inIf the customer has any unresolved questions we are happy to further assist as needed Sincerely,Mr.***

CenturyLink appreciates the opportunity to review Ms***’s account, *** *** *** Our records indicate several repair tickets have been opened in the past month. The issues were for a new modem, configuration and installation of the modem, and slow speeds. A
technician was dispatched on January 26, 2017. Per the notations on the ticket, the demark was repaired and the speed was changed to the purchased speed. A Broadband Escalations representative has checked Ms***’s service. She has been receiving a stable connection at 3Mbps speed Ms***’s 3Mbps Internet service is currently billing at $with promotional discounts before taxes, surcharges and fees. With the promotions currently on the account, our 3Mbps speed and 1.5Mbps speed bill at the same monthly rate of $19.95. In an effort to satisfy, CenturyLink has applied an adjustment for one month of service. A credit for $was issued on February 17, 2017, which should be reflected on the March 2, bill Ms*** is a valued customer and CenturyLink apologizes for any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Centurylink understands there were issues that resulted in delays getting the service at the new location up and runningUnfortunately, CenturyLink does not reimburse for third party services or
equipment that a customer take it upon themselves to hire or purchase and thus the request that compensation be provided for this and or lost time or loss of business will not be issuedIn lieu of the downtime, CenturyLink has issued and adjustment of $70.96, or all the charges for CenturyLink services on the final billCenturyLink 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12729584, and find that this resolution is satisfactory to me. Thank you for all of your help
Sincerely,
Marvin ***

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 appreciate the efforts and work from both partiesI was told that in my current home I cannot get the service that is had but I appreciate your time and businessI would be happy to do business again.
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 meThis is FANTASTIC! I cannot tell you how much I appreciate your workThey really did make a legitimate and costly (to me!) mistake, and I can't tell you how much it means to me to know that the big corporation isn't above following the rulesThank you for all of your work.
Sincerely,
*** ***

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*** 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. Our records indicate Mr***’ account was established on August 18, on a twelve-month promotion that included Auto-Pay and Paperless billing with a term commitment. As reflected on the August 22, bill, the monthly cost was $($70-$35.05) before taxes, fees, and surcharges. Since Auto-Pay and Paperless billing was not on the account, the monthly cost increased to $($70-$25.05), as reflected on the September 22, bill. Mr*** spoke with a representative on December 28, and the Price For Life Promotion was added to his account. On January 11, 2018, Mr*** spoke with another representative. An order was issued to upgrade Mr***’ Internet speed and a retention promotional discount was applied. The January 22, bill reflects the change. In an effort to satisfy, a credit for the $restoral charge, which appeared on the January bill, has been issued. In addition, a credit for the modem lease charge ($9.99) for five months has also been applied since Mr*** claims it was to be included in the $rate he claims he was quoted. Both credits should be reflected on the February 22, bill Mr*** is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience Mr*** has experienced Margaret CenturyLink Customer Advocacy