North Carolina
As a result of this merger, CenturyLink will be migrating to a new billing platform in order to create bills that are easier to read and understand and create greater efficiencies overall. Please note that the Frequently Asked Questions below apply only to your local services bill and do not impact bills for Embarq Long Distance services.
Billing
- How will CenturyLink customers know when they will begin receiving a new bill?
- Customers will be notified well in advance of the billing transition through normal customer communication channels such as bill messages, bill inserts, email, voice mail, phone calls, etc.
- Will customers' billing periods change once they are transitioned to the new billing system?
- No. Customers will keep the same monthly billing period.
- Can customers select their billing periods?
- No. A customer's billing period is automatically assigned.
- Can customers select their payment due date?
- No. A customer's payment due date is automatically assigned based on billing period.
- Will the customers' payment due dates change?
- Yes. Payment due dates will change to reflect the payment due dates per billing period in the new billing system.
- Will there be any changes to the way a customer accesses online billing?
- The customer will continue to logon at www.centurylink.com/myaccount just like they do today. Prior to the billing conversion, customers can still access MyAccount with their CRB account number. After conversion the account number will convert to the 9-digit Billing Account Number. Customers who sign up for AutoPay after conversion will use the new 9-digit account number.
- Does a customer who uses recurring payment need to sign up again once they are converted to the new billing system?
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Customers who are setup for recurring payments with ACH Bank Draft/Credit Card will not have to re-enroll. After conversion to the new billing system, customers will see CenturyLink's name as the payee listed on the bank or credit card statements.
Customers who are setup for recurring payments with ATM/Debit Cards must call CenturyLink Cash Accounting Department at 1-888-488-4744 or email at Fin-ctl-cash-acctg@centurytel.com to provide the card expiration date prior to the billing conversion. If the expiration date is received by the CenturyLink Cash Accounting Department prior to the billing conversion, re-enrollment for recurring payment drafts will not be required. If the expiration date is not received prior to the billing conversion, these customers will need to re-enroll for recurring payment drafts by contacting CenturyLink Customer Care. Additionally, if a customer with monthly payment drafts previously selected a specific payment date/draft date, CenturyLink will not be able to maintain that same date going forward. Payment draft dates will change to match the new billing system payment due date.
- Will customers have access to interactive billing once they are converted to the new billing system?
- There will be changes to online billing capabilities. During customer login to My Account, the new BAN (Billing Account Number) will be automatically registered. Residential customers will not have interactive billing. Historical invoices will only be available in PDF format.
- Will customers have access to historical pre-conversion bills?
- Yes, customers will have access to historical pre-conversion bills online for 18 months after they are converted to the new billing system.
- Will my gift billing services change after the billing conversion?
- Gift Services will be available for monthly recurring charges and interlata toll charges only.
- Will customers continue to receive Braille and/or large print invoices once they are converted to the new billing system?
- Yes. If a customer receives a Braille or large print bill today, no action is required to continue receiving invoices in Braille or large print once converted to the new billing system.
- Will there be any changes to other fees and surcharges?
- No, there are no planned changes to fees and surcharges as a result of the billing transition. However, some fees and surcharges may change in the future as they normally would. Additionally, some fees and surcharges may be presented differently on the new bill.
- Will the bill remittance address change?
- Yes, once the billing migration is completed, customers will begin receiving a new bill with the CenturyLink name. The new remit address will be on the new CenturyLink bill. To avoid payment processing delays, the new remittance address must be used.
- If a customer is currently receiving paperless billing from CenturyLink, is there anything that the customer needs to do for that to continue once the migration has occurred?
- If the customer is currently receiving paperless billing from CenturyLink, they will continue to receive paperless billing from CenturyLink and will receive an email notification that their bill is ready to view. If the customer is already registered, they won't need to re-register.
- What about customers who use their bank's online bill pay or another online bill pay service?
- Once customers are transitioned to the new billing system, payments must be sent to a different address: P.O. Box 4300, Carol Stream, IL 60197-4300. Customers need to make this change within the online bill service and also reference the new 9 digit Billing Account Number (BAN) provided on their first bill. Customers should also make a note of their new payment due date.
- What if I currently pay my bill online or by phone (IVR or Rep)?
- Following the system migration, you will continue to be able to pay by online or phone (by rep or IVR). However you will lose your stored payment information, therefore, each time you make a payment, you will need to provide the information for method of payment (e.g., ATM, Credit Card, Checking Account, etc). In addition, you will no longer be able to pay multiple accounts with one payment.
- What if a customer uses a PreCash outlet to pay their bill?
- Customers can still pay via Pre-cash after the conversion to Ensemble, however posting times will vary as no direct interface will exist between the outlets and Centurylink. Please refer to the agent for availability to continue payment processing and/or view receipt to see the estimated time it will take payment to post. It is usually 3-4 business days.
- What if a customer uses CheckFree to view and pay their bill?
- Once the bill migration has occurred, a customer will no longer receive their monthly E-mail bill notification via CheckFree. The monthly E-mail bill notification will come directly from CenturyLink. However, bill payment through CheckFree is still available. In order for a customer to view their bill, they will need to log into their account online. Upon the initial site visit, they will be required to establish a new user ID and password. They will need to know their new Billing Account Number (BAN) when they register. The new BAN can be obtained by contacting customer service.
- Will Spanish language bills still be available?
- Spanish language bills will not be available upon conversion; however, there are plans in place to implement a Spanish cover page on the Ensemble bill in the future. Customers previously receiving Spanish language bills will receive a Spanish language version of a "How To Read Your Bill" brochure.
Customer Service & Services
- Will customer service numbers change?
- We are not planning changes at this time. If there are any changes in the future, customers will be notified in advance.
- Will customers' embarqmail email addresses change once they are converted to CenturyTel's billing system?
- No. Customers' embarqmail email addresses will stay the same. If there are any changes in the future, customers will be notified in advance.
- Will new customers get a CenturyLink email address?
- Yes. A new customer who signs up for service will receive a CenturyLink email address.
- Will customers still be able to manage their voicemail online?
- Yes.
- Will customers still be able to access their email account?
- Yes. Customers will continue to access their email account www.centurylink.net, using their existing username and password.
- Will the 13-digit billing account number change?
- Yes. Previously, customers were assigned a 13 digit account number directly tied to the account Billing Telephone Number (BTN). Going forward, each billing account will be assigned a 9-digit Billing Account Number (BAN). Customers need to make note of the new Account Number upon receipt of the CenturyLink invoice. The new BAN can also be looked up when managing the account online.
- Will anything change with customers' phone numbers or local service?
- No.
- Will anything change with customers' long distance services?
- Long distance rates and plans are not changing as a result of the merger. There could be some billing format differences once EMBARQ customers are converted to the new billing system.
- Will anything change with customers' High-Speed Internet?
- No.
- Will anything change with customers' DISH service?
- No.
- Will the amount customers pay for services change?
- No. There are no rate changes planned as part of this merger. If there are any changes in the future, customers will be notified in advance. However, some prices increases may take place that were already planned pre-merger.
- If a customer does not want to use the new company for High-Speed Internet service, can they cancel it without a termination fee?
- Customers can terminate any of their services at any time. However, current EMBARQ and CenturyTel termination fees and terms and conditions apply.
- Will customers continue to receive their bundled discounts?
- Yes. If an EMBARQ customer signed up for a bundle or other services at a discount, those discounts will continue until the obligation is met. However, once converted to the new billing system, the discounts will be issued for consecutive months instead of spread out over several months.
- Will CenturyLink have a referral program?
- Yes. The program has been standardized and launched for the combined company. All customers in the combined company are encouraged to participate and enjoy the benefits.
- How does this affect the promotions customers are currently receiving from the legacy billing system?
- All current promotions that are currently on customer's bills for both companies will continue to be honored.
- What is the difference in product and service offerings between the two companies?
- Both CenturyTel and EMBARQ offer many similar services. The combined company will be even more competitive, with significantly increased scale and strategic strength. As we integrate, our focus is to continue providing customers with a broad range of products and services.
- Will customers' static IP addresses change as a result of the merger?
- No, there will be no change to the customers' static IP addresses as a result of the merger. From time to time, changes need to be made as a result of network reconfiguration, but these events have nothing to do with the merger specifically and are rather part of the normal course of business.
- Will telephone directory delivery schedules change?
- No. There are no anticipated changes to directory delivery schedules.
- Are there any changes to the credit policy of the new combined company?
- Yes, if a new or existing customer purchases new services or equipment, they will be required to adhere to the new credit policy. If a customer has any questions or concerns regarding this change, please contact customer service.
