CenturyLink

Complaint: ***
I am rejecting this response because: I requested my account with Century Link be closed end of March so for April 1st.I have not used internet since then so i"m not paying this billI called back several times to close out againI was told I could not close it out because I owed money on the account which I didn'tThey saud I had to talk to a special teamI would get disconnected during transfer or once I talked with someone on special team and they listened and then hung up without responding to me.I do not owe Century Link any money so I'm NOT paying this bill
Sincerely,
*** ***

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a billing disputeAfter investigation of Ms*** account it has been found that this issue has previously been resolvedA credit was placed on the account on 03/23/when contact was
made to customer care with the tracking number that was provided by the customer. The account is now at a zero balance and closed CenturyLink apologizes for the frustration encounteredCenturyLink has closed this complaint.Sincerely, MrC***

CenturyLink appreciates the opportunity to review Mr*** account, *** *** ***. Our records indicate Mr*** ordered Internet service via our online application on October 17, 2017. He was quoted 80Mbps speed at a $promotional rate. This promotion expired on
October 18, 2017. When the service was installed on November 1, and it was determined 80Mpbs was unavailable, an order was written to change the speed to 40Mbps. Because the promotion had expired, the promotional rate was lost CenturyLink is working on adding the promotion discount back to Mr*** account. Credits for the difference in rates have been applied to the account. 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

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: Once an account has consecutive on-time payments the deposit is refunded to the customerIf, as in this case, the account can be canceled without any early termination fee, the deposit is dependent on the final bill statusAny deposit on the account is first applied to the account final bill if not already paidAny remaining charges due or refund difference would then be billed or refunded whichever is the caseAgain, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Revdex.com:
I feel as I have no choice in this situation.in reference to complaint ID ***,
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, Mr***’s concerns were addressed on December
2, Mr*** was given a credit of $for the missed promotional rate to resolve all billing concernsMr*** is not receiving the correct billing rateCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr*** 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 me
Sincerely,
*** ***

I have reviewed the Revdex.com Complaint from *** regarding a closed account bill disputeI would be happy to help with this dispute if the customer can provide me with their old account number I am unable to find it with the information provided.Sincerely,***

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 multiple billing
accounts; the one in this dispute had been over lookedThe charges were for *** that had been billed prior to a change of responsibilityInconsideration for all the confusion, I agreed to credit off the final charges of $to close out the billingI apologize for any inconvenience CenturyLink may have cause Ms*** 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 meThe business was very helpful after I advised your service was contacted
Sincerely,
*** ***

I have received a copy of the Revdex.com rebutal filed by Ms*** *** regarding her billing disputeCenturyLink stands by the original positionMs*** mentions service for a Mr***, being the service is not in her name she would not be responsible nor authorized to that accountSincerely, Ms***CenturyLink Customer Advocacy

07/14/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon receipt of Mr***’s Revdex.com complaint, I submitted a request with CenturyLink’s escalations support team to assistI was advised that Mr
***’s area had been experiencing area outages, which prevents technicians from going house to house as service would not work while all service was outBelow are the tickets:___________________________________________________________ TKT: ***Received: 2016-06-17:44:00Closed: 2016-06-16:57:00Report Type: NO DIAL TONECause: COMMON CAUSE - PATTERNSFound: COMMON CAUSE Cleared: COMMON CAUSE, REF TKT# ***----------------------------------------------TKT: ***Received: 2016-06-18:51:00Closed: 2016-06-13:58:00Report Type: NO DIAL TONECause: COMMON CAUSE - PATTERNSFound: COMMON CAUSECleared: COMMON CAUSE, REF TKT# ***___________________________________________________________ After the area outage was corrected on 06/27/2016, the escalations support team was able to issue a ticket for Mr***’s individual issueBelow is the result:___________________________________________________________ TKT: ***Received: 2016-06-18:26:00Closed: 2016-07-17:30:00Report Type: NO DIAL TONE Cause: DEFECTIVE SLOT/SHELF/CARD Found: CBL BUR MET REP Cleared: REPLACED LINE CARDRAP CARD IN CALIXGOOD TO NID___________________________________________________________ The escalations support team has issued a credit towards Mr***’s CenturyLink for days of out of service in the amount of $that appears on Mr***’s 07/07/bill statement. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationAs this issue has been resolved and out of service credit has been issued, CenturyLink has closed this complaint.Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Subsequent to this complaint the customer was engaged by another manager in the executive officeThe latest exchange regarding resolution to the issues made by
the customer in this complaint have been addressed as follows: On Fri, Mar 24, at 2:PM, Executive manager handling the case wrote: “Hi ** ***. My name is Xxxx Xxxxxx and I work for Mr***. He received your email and asked me to contact you on his behalf. I’m very sorry to hear about the trouble you’re having with your first bill. The base price of your package is $per month plus taxes/fees with an option to get a $discount when signing up for autopay. The first bill does include charges from the date of installation to the day the bill prints, then we bill month in advance. First bills also include the install/activation fees, but it seems you were not quoted correctly on that. I have reached out to my contacts in call center management to listen to the call to find out what was quoted. I will happily adjust your bill once they respond to me. It will likely be early next week before I hear back. Once I do I will get back to you. Have a good weekend and please send any other questions you have.” CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and provides that this is sufficient to close this complaint as resolved Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing disputeAfter investigation of Mr*** account it has been found that the customes billing was incorrect for the month of JuneThe promotion did not apply the specific
discounts the customer was toldThe customer was charged $for internet in June so a credit was placed for $plus a credit of for the prorated days from May 27th to June 09thThe customers current bill is correct with the rate of $a month before taxes and fees with auto paymentCenturylink sustains the tech installation charge as the customer has previously been made aware of this charge and has been previously credited for this chargeAfter careful consideration, we find our investigation and response to be valid. CenturyLink has closed this complaint.Sincerely, MrChristensen

CenturyLink appreciates the opportunity to review Mr***’s account, *** *** ***. Our records indicate the account was established on December 3, 2015. Mr*** indicates in his Revdex.com complaint his monthly cost was to be around $67. Upon review of the monthly statements,
he was billing at $(Internet $29.95, Prism $29.98) before taxes, fees, and surcharges. There was a rate increase on the Prism package in April. Mr*** added CenturyLink @ease to his account on December 7, 2015, which would have been an additional $per month. He received a $promotional discount on the CenturyLink@ease product for the first two months CenturyLink @ease was removed on May 10, 2016. There are no notations that indicate Mr*** was promised a credit for the product. In an effort to satisfy, a credit for the CenturyLink@ease charges has been applied to the account. A credit for $was applied on July 6, Mr*** placed an order to move his service to a new address on May 10, 2016. The order to disconnect service at the old address completed on May 14, 2016. The June 7, bill reflects credit for previously billed Internet service from May to June 7, 2016. The order to install service at the new address, including Prism, is currently pending with a 00/due date. The notations on the account indicate a representative attempted to contact Mr*** on June 29, regarding the pending order. A message was left requesting a return call. Because the order is pending, the system is still billing for Prism service. While the service may not be working inside the premise, it is active at the network interface. I have applied a credit to the account for the Prism charges from May to June (May 7th bill) and the charges on the June 7th bill. A credit for $was issued on July 6, 2016. Mr*** needs to contact CenturyLink to discuss options regarding the pending order and service at the new location. If he does not want CenturyLink service, he needs cancel the pending order. Otherwise, the Prism service will continue to bill each month CenturyLink regret any inconvenience Mr*** has experienced. *** 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
I would add that Century Link has been very difficult to deal with. I made trips to Loveland and Fort Collins to stores that didn't exsist, after calling three times to get a coupon to return their equipment. I was also charged an early termination fee by them, after being on a month to month contract. I had no problem with the Television service or the internet service, but left them because the charges kept going up and they wouldn't honor what they had promised over the phone. I was left no option but to contact Revdex.com to get it resolved
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 me
They did remove the second late fee charge and the billing messaging seems to work now
Sincerely,
*** ***

04/14/2016Mr*** may utilize the Revdex.com response as an official confirmation of ceasing collections and any credit reporting removed (timeframe: up to days)Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Mr*** giving us the opportunity to review his concerns. Mr*** is currently in an area that is experiencing Bandwidth Exhaust. Thus, we are unable to provide service to new customers. Currently, there is not a pending job for improvements in
the area but a job may be scheduled in the future. CenturyLink regrets we are currently unable to provide service to Mr*** *** Customer Advocacy Group

I have Reviewed the Revdex.com complaint from *** regarding early termination fee disputeI have reviewed the entire account history showing the customers ongoing internet speed issues from being in a bandwidth exhaust areaThey were given incorrect information on when this
would be resolved and be able to get faster speedsDue to the issues they were put on promotional pricing due to the speed issues which also required a service agreementBased on all my findings I have gone ahead and adjusted the fee off the closed account we hope to be able to provide the customer faster internet service in the future.Sincerely,***