• Report: #1071929
Complaint Review:


  • Submitted: Wed, July 31, 2013
  • Updated: Wed, July 31, 2013

  • Reported By: Century_Stink — Seattle Washington
930 15th Street Floor 11 Denver , Select State/Province USA

CenturyLink Qwest Returned modem to CenturyLink, confirmed receipt and tossed UPS tracking number, and BILLED $110 WEEKS LATER!!! Denver Colorado

*Consumer Comment: You are speaking to the wrong person if u got ripped off.

*Consumer Comment: CenturyLink Qwest Returned modem

*Consumer Comment: CenturyLink does have your modem.

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Same story as the rest of the folks on here...

I returned my leased modem to CenturyLink February 2013 in the box the unit originally came inside (as directed on the label).  I confirmed the receipt using UPS tracking number.  Then, I threw away the UPS tracking receipt since I confirm it was delivered.  Weeks later (3/28/13) I receive a bill from CenturyLink, erroneously claiming that I did not return the modem. 

After multiple phone calls to CenturyLink, the customer service manager claimed to have no authority or empowerment to adjust my bill, despite my multiple-year customer loyalty and immaculate payment history. Further, he said there is no one else I can talk to and I can write a physical letter to the Executive Office in Denver.  He said the only way he could reverse the charge is if I produced the tracking number which I tossed after confirming delivery.  Not one place I found on the CenturyLink return instructions does it suggest the following:

1) Once you confirm receipt, call CenturyLink to ensure they did not lose the equipment

2) Keep the UPS tracking receipt for more than 4 weeks after you have returned the equipment.

I followed their instructions and I don't know what I could have done differently since I 'trusted' CenturyLink's very own process.  Now, I am stuck getting calls from collections for a bogus bill.

Bad business, bad process, and CenturyLink should be ashamed for stealing from their customers. 

This report was posted on Ripoff Report on 07/31/2013 07:49 PM and is a permanent record located here: http://www.ripoffreport.com/reports/centurylink/denver-select-stateprovince-80202/centurylink-qwest-returned-modem-to-centurylink-confirmed-receipt-and-tossed-ups-trackin-1071929. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Comment

You are speaking to the wrong person if u got ripped off.

AUTHOR: Thefacts4u - ()

If you didn't get your money back from your modem, chances are you had a bad representative. Centurylink has managers (people that make sure the agents behave) and they have NOHD (The real managers). Don't call and scream and fight with a manager. Call tech support (no wait time) and request to speak to NOHD. If u request to speak with them, they will transfer u. Centurylink has a shipping system issue yet to be resolved. Any modem without an RMA number is lost to Centurylink. As per the instruction, u need an rma. If you didn't get one or have a retailer issue, it will be resolved simply by taking the right steps. If you shipped it and it got lost, go to ups and fill out a missing items form. Then call NOHD. Your refund will be mailed.   As for store issues, call straight to NOHD and rationally talk to them about your refund. If the 1st NOHD agent won't help u, hang up and try another one. There is always a few bad employees in every company. Chances are the one you got just off the phone with someone irrational and screaming and wasnt feeling very helpful. 

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#2 Consumer Comment

CenturyLink Qwest Returned modem

AUTHOR: Fred - ()

I had the same problem.  Returned the modem in August and received a close out statement in September from Century Link and even a refund for partial service; statement listed account balance of zero.  In October I get a bill for the modem, $109.  Took 3o minutes and three people to straighten it out.  They said their compiiter systems had received the report that the modem had been returned.  They are a tech company and their systems can't talk with each other? 

How much of this false billing is actually by design to get people to pay extra or again for something that they either forgot about or could not verify? This seems ripe for a class action suit.  The telephone compay has yet to shed their Lily Tomlin business model.


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#3 Consumer Comment

CenturyLink does have your modem.

AUTHOR: Seeworthy - ()

If you gave your CenturyLink modem to UPS, CenturyLink has it on their shelf. Period. They made an entry error after receiving your box.

I own a shipping facility that CenturyLink (Qwest) instructs their boxes to be brought to for shipment. Just as with T-Mobile and Dish Network, I've heard your complaint dozens of times with CenturyLink, since the change from Qwest.

I don't have an easy solution, if your tracking # is gone. If you found that #, tracking your package would show that a centuryLink employee signed for your package. 

It is peculiar that CenryLink demands that you provide that tracking # as proof, when they were in fact provided that tracking # to you in the first place. Other companies simply scan those tracking #'s into their customer's file for future reference. CenturyLink obviously finds that too difficult a protocol to implement, thus placing the burden on their customer's to provide CenturyLink's own tracking #.

How did you give your package to UPS? Did you drop it off at a shipping facility? You could try contacting that location to see if they have a record of that drop off. As the shipping information/label was provided to them, they created no computer file of your personal info or where it was going. They did, however, scan it in to receive some residual credit from UPS (about a buck). If you can remember the date you dropped it off withing a day or two, they may be able to scan through 100's of drop off #'s to find the tracking #'s that begin with '1ZR91F50'. Again, you would almost need the exact date of drop off, as they would have to scan many records looking for a nail in a haystack. They likely will find several #'s that match that account, but could provide all of them to you. You can give them all to CenturyLink and tell them one of them was yours. Feel free to add that the drop off locations have heard many,many problems like this. If this is something you want to pursue, I would strongly advise offering an incentive to that location, perhaps $20, for them to spend their time for what is purely a courtest service of which they are under no obligation with no liability to do so.

The fact of the matter is that CenturyLink is responsible for those UPS tracking #'s, yet they send them out as with no more concern than if the label was junk mail. Not a business day goes by when several CenturyLink returns are shelved with incorrect receiving records, placing their customer's in the same predicament requiring proof that it was received. Kindly explain that to operator that. If he/she has any professional decency whatsoever, she will process your credit. It wouldn't be the first time. 

I wonder what CenturyLink does with their pile of unclaimed inventory that they charged customer's for.

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