Centurylink/Qwest: Case Study
This is in response to the above-referenced complaint filed by Ms. Lyman. In her complaint, Mr. Lyman states she is being billed by CenturyLink for $125.00 that Verizon credited to her account. Furthermore, her plan was changed without her authorization from the Unlimited to the 700 minute per month plan which resulted in a higher invoice.
CenturyLink/Qwest offers Verizon Wireless customers the ability to include their Verizon Wireless charges on their CenturyLink/Qwest billing statement. Customers receive a single statement containing both CenturyLink/Qwest services and Verizon Wireless services. Customers make only 1 monthly payment to CenturyLink/Qwest.
Our records show Ms. Lyman was enrolled in combined billing with Century Link. The
last payment received from Century Link was on August 5, 2017, for $51.56.
Our records show that on April 13, 2017, Ms. Lyman contacted customer service with concerns about her bill being high and wanted to know if her plan had been changed without her authorization. It was explained to Ms. Lyman that the last plan change on her account occurred October 23, 2016, when the plan was changed from the More Everything Unlimited Talk & Text 500MB to the More Everything 700 Minutes & Unlimited. Since then then monthly usage increased and the representative explained a plan changed would assist with increased usage. Ms. Lyman requested a backdated plan to the previous cycle of March 23, 2017, to the More Everything Unlimited Talk & Text 500MB. As a result a credit of $130.49 was issued to the account and appears on the April 23, 2017, invoice.
I spoke with Ms. Lyman on September 14, 2017, and explained the information contained in this response. Specifically, Ms. Lyman is aware she should contact CenturyLink/Qwest for suspension or collection issues at 1-800-244-1111.
We apologize for any inconvenience this matter has caused. Should you or Ms. Lyman have any additional questions regarding this matter, either of you should feel free to contact me on my direct line of (949) 286-7842, Monday through Friday, between the hours of 7:30 am and 4:00 pm, PST or Customer Service at 800-922-0204.
CenturyLink/Qwest offers Verizon Wireless customers the ability to include their Verizon Wireless charges on their CenturyLink/Qwest billing statement. Customers receive a single statement containing both CenturyLink/Qwest services and Verizon Wireless services. Customers make only 1 monthly payment to CenturyLink/Qwest.
Our records show Ms. Lyman was enrolled in combined billing with Century Link. The
last payment received from Century Link was on August 5, 2017, for $51.56.
Our records show that on April 13, 2017, Ms. Lyman contacted customer service with concerns about her bill being high and wanted to know if her plan had been changed without her authorization. It was explained to Ms. Lyman that the last plan change on her account occurred October 23, 2016, when the plan was changed from the More Everything Unlimited Talk & Text 500MB to the More Everything 700 Minutes & Unlimited. Since then then monthly usage increased and the representative explained a plan changed would assist with increased usage. Ms. Lyman requested a backdated plan to the previous cycle of March 23, 2017, to the More Everything Unlimited Talk & Text 500MB. As a result a credit of $130.49 was issued to the account and appears on the April 23, 2017, invoice.
I spoke with Ms. Lyman on September 14, 2017, and explained the information contained in this response. Specifically, Ms. Lyman is aware she should contact CenturyLink/Qwest for suspension or collection issues at 1-800-244-1111.
We apologize for any inconvenience this matter has caused. Should you or Ms. Lyman have any additional questions regarding this matter, either of you should feel free to contact me on my direct line of (949) 286-7842, Monday through Friday, between the hours of 7:30 am and 4:00 pm, PST or Customer Service at 800-922-0204.