CenturyLink

CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her account, [redacted] *** I would like to apologize for the less than exemplary service that Ms [redacted] 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 Our records indicate Ms [redacted] ’s account was established on August 9, and disconnected on August 23, The August 24, Closing bill reflected a balance due of $ While the charges are correct, a credit for $was applied on February 28, 2018, in an effort to satisfy The account currently reflects a zero balance CenturyLink has sent a request to the Collection Agency to stop all collection activity and remove any credit reporting CenturyLink regrets any inconvenience Ms [redacted] has experienced Margaret CenturyLink Customer Advocacy

05/06/2016CenturyLink has reviewed our previous responses to Mr [redacted] ’s issue After careful consideration, we find our original investigation and response to be validI found no record of the price Mr [redacted] states was quoted to him at $including all feesCenturyLink finds the promotional discounts and monthly recurring charges to be valid and has sustained the chargesCenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates the opportunity to review Ms [redacted] ’s account, [redacted] *** Our records indicate the account was disconnected on August 28, Ms [redacted] ’s account was charged for unreturned equipment, as the equipment was not returned in thirty days The October 4, Revised Closing bill reflects the unreturned equipment charges The notations on the account indicate Prism equipment was returned on October 28, While Ms [redacted] ’s account was correctly billed for the equipment, a representative issued an adjustment for $on May 12, 2016, in an effort to satisfyCenturyLink regret any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because:I have been given several different quotes; each offering different discountsThe latest is approx$per monthI cannot speak to a supervisor, was told, "they are not allowed to speak to customers." I also was told they do not have to honor any previous quotesFor your info, I responded to this e-mail last weekThankyou for your attention to this matter Sincerely, [redacted] ***

CenturyLink appreciates Ms [redacted] writing regarding her recent experience with our company I regret to inform Ms [redacted] that she did not include sufficient information for CenturyLink to conduct an investigation In order to investigate the complaint, the CenturyLink account number will need to be provided I was able to locate an account in Mr [redacted] ’s name at the address provided on the Revdex.com complaint, of which [redacted] is authorized This account has been billing at around $per month and not at the rates indicated in the Revdex.com complaint In addition, this account does not reflect any customer contacts between May to December In order to investigate the issues outlined in the Revdex.com complaint, Ms [redacted] would need to provide the CenturyLink account number to which she is referring Once this information is received, CenturyLink will be happy to investigate further [redacted] Customer Advocacy Group

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me We are of the opinion that although the service provided by CenturyLink still continues to disconnect far too often that it should, that CenturyLink remains a cheaper provider of internet service than its competition CenturyLink did offer us come financial credits regarding these issues, though I think the credits should continue in the future as long as they cannot provide a consistent quality service to its customers Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] The service is for [redacted] at [redacted] under [redacted] Please provide this to Mr [redacted] since he did not provide any contact information

I have received a copy of the Revdex.com complaint filed by [redacted] , regarding a credit disputeAfter investigation of [redacted] 's account it has been found that the credit was not properly enteredFurthermore we have issued the credit on the account for $which has posted to the account and will show up on the next months billing statementCenturylink apologizes for the frustration encountered.Sincerely, [redacted]

CenturyLink appreciates Mr [redacted] 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, I verified Mr [redacted] placed an order for CenturyLink high speed internet service on 01/02/Unfortunately, his order is delayedOur technician has made contact with Mr [redacted] and provided him with information regarding the delayThe technician will be in contact with updates when they are available CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr [redacted] Amber CenturyLink Customer Advocacy Group Tell us why here

01/22/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings:Upon research of Ms***’s CenturyLink account, I found Ms***’s account is not on CenturyLink’s autopayWhen Ms [redacted] made payment on 12/14/she did not pay the balance in full (below is the summary of the 12/04/statement and the 01/04/statement reflecting the balance forwarded): of 6Bill Date: Dec04, 2015Current Charges (see below) $85.75Payment Due By Dec28, 2015--------------------------- of 6Bill Date: Jan04, 2016Previous Balance 85.75Payment Received - Dec14, -85.74Balance Forward .01CenturyLink adds a reminder on every statement explaining the late fee policy as shown below:LATE FEE REMINDER: Late fees may be charged each month for any eligible unpaid balances not paid in full by the due date listed on your billThe methods for calculating late fee amounts vary by state and productFor more information you may access Terms and Conditions and Tariff materials at [redacted] .As a courtesy, CenturyLink can waive at least late fee per month timeframeI have applied a $adjustment towards Ms***’s CenturyLink account as a courtesyI have also set Ms***’s CenturyLink account to paper billing statement that will begin on the next scheduled statement (02/04/2016).I would advise Ms [redacted] to submit payments in full to avoid late fees as future adjustments for late fee are limitedI also advise Ms [redacted] contact CenturyLink customer service at [redacted] for any future billing question.Sincerely, [redacted] ***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: Contrary to the customers statements in this complaint the customer was not charged for moving services from one location to another Account number [redacted] was only billed for the time that service was at the previous location or June 1st through June 30th The new location has a new billing date as dates for billing are assigned by area and moving from [redacted] to [redacted] are two different areas requiring a change in the account number and the billing date The new account number [redacted] was created during the move and resulted in a new billing date When this happens the dates can overlap or extend to 1,and sometimes months plus several days or weeks of prorated charges but it’s still accurate and applies only to the time the service dates are relative to on the bill which indicates the specific period applicable The new account did not bill until august and contained pro-rated charges and credits for the period of time applicable to the move and the delayed bill and the charges are all correct; none are for transferring the services as alleged in the complaint Since there is no foundation for the adjustment that was given the adjustment reference number [redacted] in the amount of $that the customer was given on August 16th will be reversed Additionally, the customer has been made aware on previous calls to Centurylink that if the customer does cancel service prior to the term commitment date agreed to there will be an early termination penalty assed on the final billing CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

I have received a copy of the Revdex.com complaint filed by [redacted] , regarding a billing disputeAfter investigation of [redacted] account it has been found that this issue has been handled and resolved [redacted] and executive office managerA credit was issued for months of service and this was accepted by [redacted] Centurylink again apologizes about the frustration that was encounteredSincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by Ms [redacted] , regarding a billing disputeAfter investigation of Ms [redacted] 's account it has been found that the billing is correct on the customers statements as the promotional details are clearly shown on the customers monthly statementsCustomer had two separate discounts on the account one expired on 12/02/and the second on 02/02/The account then after that date was billing at the rate for the servicesOur records also indicate that the service price has been renegotiated since and the customer is receiving our price for life promotion which is $monthFor further questions please feel free to contact our team directly at 1-800-788-3500Sincerely, MrC [redacted]

CenturyLink appreciates the opportunity to review Mr [redacted] account, [redacted] Mr [redacted] has received several 12-month promotional discounts on his account As the discounts expired, his monthly cost increased The most recent promotional discounts expired on February 15, Because the $and $promotional discount were expiring, the February 10, bill was higher ($68.48) than it had been in the previous twelve months, due to the pro-rate discounts Information regarding the expiration of the discounts is on the monthly bill The following verbiage was from the January 10, bill Pure Broadband Monthly Recurring Charges Discounts Autopay Promotional Discount -$(Expires 02/15/18) Promotional Discount -$(Expires 02/15/18) Our records indicate Mr [redacted] spoke with a representative on February 21, and a new promotion was added to his account As reflected on the March 10, bill, the new promotional rate is $per month before taxes, surcharges and feesCenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint reply rejectionIn lieu of the issues getting correct information on what is due the customer, I have issued and additional adjustment which will result in a credit balance of the $requested in the settlementOn Tuesday the 27th of December, the Credit balance will be refunded and this will take to days to be received by the customerAgain, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] Executive Office Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Centurylink apologizers or the difficulty in getting the issue resolvedCenturyLink has engaged its tier to support group to contact this customer and they to resolve any issues in regards to the quality of the service providedThe customer should expect to hear from this group in the next 24tohoursCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

CenturyLink appreciates Ms [redacted] 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 found no error in Ms [redacted] ’s billing, the promotional rate was billed at $before modem lease, taxes and cost recovery feeThe cost did increase in the months of July and August due to auto pay had not been setupAdjustments were given on the September statement to resolve the previous months billingIn the most recent billing increase, Ms [redacted] ’s was billed at the regular rate of $due to the fulfillment of her month promotional period [redacted] CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by [redacted] , regarding a billing disputeAfter investigation of [redacted] account it has been found that we are unable to locate an original quote that customer was quoted for $The current promotion we offer for this service is $a month for months with auto paymentAfter review of the account it appears that on 06/17/an order was placed to remove the lease modem charge of $a month and converted the modem to purchased modem with no cost to [redacted] Due to circumstances we are not able to provide [redacted] with the service at $a monthIn Good faith we have removed the modem charge as well as placed an Additional $off credit for months bringing service costs to $a month before taxes or feesIf this is not satisfactory to [redacted] we will extend our day satisfaction guarantee to allow him to cancel his services with no penalty before 07/19/ If customer keeps services after this date customer agrees to rates for service which have been explained above the remainder of the contract termSincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by Ms [redacted] , regarding a billing disputeAfter investigation of Ms [redacted] 's account it has been found that on 02/02/check [redacted] was mailed out to [redacted] We apologize about the frustration encounteredPer our records this check has been mailed to the address on the customers accountSincerely, Mr [redacted]

Complaint: [redacted] CenturyLink has received a copy of the Revdex.com rebuttal complaint for [redacted] ***Please see our findings below: As confirmed in our original response and via a response to Mr***’s complaints to the [redacted] ’s office and the Federal Communications Commission, both filed during August 2016, the CenturyLink bill Mr [redacted] is disputing is for our internet service he had at [redacted] ***He connected service at this address on 2-21- Mr [redacted] had the service disconnected on 2-14-The bill for $is his final bill amount covering the time frame form 1-25-to 2-21-at the [redacted] The last payment we received from Mr [redacted] was for $covering the time frame from 11-25-to 1-24- CenturyLink reviewed both complaints and our previous responseSince Mr [redacted] offers no additional information, CenturyLink stands by its prior decisions to uphold the disputed charges, as they are correctWe apologize for the inconvenience Mr [redacted] may have experienced in regards to this matterget information from our customer service office about this bill Sincerely, Mrs [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Tell us why here