CenturyLink

Complaint: [redacted] I am rejecting this response because: I have FINALLY RECEIVED (after more than one year of written requests!) the monthly itemized invoices of my Century Link / [redacted] account I was not able to get into my [redacted] account online for the months in question so I am forced to assume the Century Link statement of payments & credits against my [redacted] card are accurate According to the Century Link statement I "owe" $due to [redacted] "reversing" two months of charges to my [redacted] card and for the "final bill" in February I was not able to confirm these charges were actually ever reversed by [redacted] and the "statement of account" provided me is not itemized and DOES NOT SHOW WHEN THESE CHARGES WERE REVERSED All Century Link has to do is what I have often requested: send me a Statement of Account documenting all/every charges, credits and any "chargebacks" from [redacted] for the months of December through March That would certainly bring clarity to this matter and I would be able to track what actually occurred with [redacted] (For the record, I never asked [redacted] to reverse any charges to Century Link When I switched services in February I called [redacted] and told them not to allow any NEW Century Link charges to my account! If [redacted] charged back any payments that was their error, not mine!) Century Link failed to credit my account for my personal check written in March and sent and cashed by Century Link in the amount of $ That would leave a balance due of $- if I choose to accept Century Link's accounting and claim that [redacted] reversed two monthly charges My check to Century Link cleared my [redacted] account on March 15, I STAPLED my two page letter to Century Link with the check that was sent on March 8, In the letter I specifically asked for the monthly itemized statements for my account (that it took me until this week in to receive from Century Link.) I have copies of my check and the letter attached to my check in my files to document these events In order to be done with this matter and Century Link I am prepared to send a check and the documents supporting my position on this matter I request the respondent/person from Century Link provide me with her/their office's complete mailing address I will send the final payment amount of $and my supporting documents In addition, I insist Century Link remove any negative comments or marks on my exceptional (plus) credit score (For the record, the address I mailed the $check in was PO Box [redacted] .) I would like to address the payment and documents to a "real person" at Century Link so I have a way to track this matter in the event there is a problem again Once again, this entire situation would not have occurred if Century Link had done the right thing more than one year ago and sent me my complete, itemized STATEMENT OF ACCOUNT! Century Link's decision to ignore my requests - and I am entitled to my Statement of Account - caused this entire situation I will look for the reply ASAP from Century Link confirming the items written in this missive, my decision to pay the amount of $407.13, and we will be done with this problem I await the next Century Link reply Sincerely, Martin [redacted]

A new return label packet has been requested and will be shipped to the address on the Revdex.com complaint I will monitor the account for the next days Once the modem has been received, I will manually apply a credit for the returned equipment Mr [redacted] is advised to keep a copy of the tracking number for his records [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because:the payment was rejected because you claim you do not accept [redacted] however you did and restore my service when it was disconnected I called to find out why and pay the balance when you wanted to charge me morePlease read the complaint this is exhausting and I explained everything you are saying either help or stop replying your providing no solution only pointing blamePlease advise why the payment was rejectedYou are supposed to represent the company Sincerely, [redacted] ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complainant’s rebuttal and found the following: With all due respect, this was due to the customer error of overpaying on the account through the customer’s bank account bill-pay system When this happens there is a certain amount of time for the payment to clear and once applied to the account then can be refunded in a given amount of time This is a standard business proactive for most all businesses to avoid refunding a on overdrawn account then getting the payment reversed by the consumer resulting in a duplication of the amount being refunded Centurylink understands this can be frustrating but has to consider the situation and be fair to both the customer and CenturyLink interest in seeing that this is handled in a fair and correct way to both as the refund was applied and the possible fraud associated with this kind of situation was also confirmed not to be a fraudulent situation 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

Complaint: [redacted] I am rejecting this response because:Every single customer service representative has stated that our speed of less than 10mbps was completely unacceptable for our paid service of mbpsNot once did our speed ever exceed this amount, even after being told we had to purchase the top modem/router through CenturyLinkIf the company had actually conducted any investigation into our customer account, they would note that each correspondence ended in a failed attempt to improve our service as per our paid serviceWe will not be paying any remaining costs on our accountAny attempt to collect these funds should be routed to our law firm Sincerely, [redacted]

04/08/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings:Upon research of Ms [redacted] ’s CenturyLink business account, I found the service was originally set for CenturyLink business phone and internet within a bundle contractual discount for:Broadband 1.5M $Office Plus $Choice™ Business Prime (includes your line and up to selected features) $Advanced Modem - Lease $8.99------------------------------------------------Total pricing $(before taxes, fees and surcharges)On 01/04/2016, Ms [redacted] called to customer service requesting to disconnect service then changed her mind stating she needed the internet to operate her credit card machineThe agent offered to change Ms [redacted] ’s package to remove the phone and leave only the internet and add a promotional discount resulting in a monthly recurring cost of $(before taxes, fees and surcharges)Ms [redacted] accepted:Core Connect (Yr Term) $Advanced Modem - Lease Discount Summary -------------------------------------------------Total pricing $(before taxes, fees and surcharges)The agent also issued a manual credit in the amount of $to Ms [redacted] ’s CentruyLink account notating that there should have had a discount with the phone and internet package.As the billing had been corrected on 01/04/with a package change and manual credit as well as the current billing is correct, CenturyLink finds this issue had already been resolved with no additional credits warrantedCenturyLink has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have received a copy of the Revdex.com complaint filed by Mr [redacted] ***, regarding a service disputeAfter investigation of Mr***'s account we would like to refer Mr [redacted] to contact our technical support anytime he feels he is having trouble with his connectionOur Technical support is available 24/to assist with any issue that may arisethey can be reached directly at ###-###-####Centurylink apologizes for any frustrationSincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by Mr [redacted] ***, regarding a billing dispute Unfortunately, Mr*** did not provide his CenturyLink account numberIn order to investigate his complaint, I will need the CenturyLink account numberOnce I have the necessary information I will be able to investigate his concernsCenturyLink apologizes for any frustrationSincerely, [redacted]

Due to privacy issues, CenturyLink does not provide account information to individuals who are not authorized I appreciate Mr [redacted] providing additional information to verify his identityOn February 12, 2014, CenturyLink received a request to migrate telephone number [redacted] to another provider The number was migrated on February 28, In compliance with FCC regulations, account [redacted] was established for billing of Mr [redacted] ’s Internet serviceBecause Mr [redacted] ’s new provider is not an authorized party on the account, they cannot disconnect other products or services (in this case Internet) that may be on an account An authorized party would need to contact CenturyLink to disconnect any other products or service Account [redacted] was suspended for non-payment on July 2, and disconnected on July 28, 2014, with an effective bill date of July 2, The July 21, Closing bill reflected a balance due of $ Mr [redacted] spoke with a representative on February 10, and an adjustment for $was issued The account currently reflects a zero balance due [redacted] Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Mr [redacted] , regarding a billing disputeAfter investigation of Mr [redacted] 's account it has been found that the billing statement was sent before the cancelation took placeWe bill a month in advance for our services The charges that were on the June 1st billing have all been adjusted back to the cancelation date of 06/06/CenturyLink has closed this complaintSincerely, Mr [redacted]

To whom it may concern: I have received and reviewed the complaint and found the following: When the account was canceled the date the billing was effective to was the May bill cycleThe account was canceled fairly close to the term date and as such CenturyLink has adjusted the $early termination fee that was billed 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

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: If the customer could provide the Revdex.com or the manager handling this complaint with specifics regarding the issues or concerns CenturyLink would be happy to review the customer’s complaint and contact the customer if needed if the complaint cannot be resolved through the Revdex.com venueCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted]

I have received a copy of the Revdex.com complaint filed by Mr [redacted] ***, regarding a billing disputeAfter investigation of Mr***'s account it has been found that the services located at [redacted] have been disconnected and the billing has been backdated to March 25, when the service changed to the customers current location on [redacted] **The customer will receive a check for the billings during this time within daysThe customers long distance was upgraded to unlimited long distance at his current address whereas his old account had a per minute long distance planThe charges the customer is questioning on his current billings are not covered under the old service or the new services long distance plans They were billable long distance charges incurred by calling internationally to [redacted] Sincerely, Mr [redacted]

I have reviewed the customer's reply regarding having their CenturyLink account disconnectedDisconnect orders must be placed by calling [redacted] or using our live chat help option on our website www.centuryLink.comOur billing dispute policy is limited to months since we request our customer's check their bill each month and contact us with any questions or disputes they have.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/08/27) */ CenturyLink appreciates Ms [redacted] giving us the opportunity to review the handling of Mr [redacted] account where our records indicate she is an authorized party on the accountAt CenturyLink we strive to provide outstanding Customer Service and her comments are appreciated plus utilized to enhance our training A complete review of Mr [redacted] account has been done where CenturyLink records indicate DSL services were established on April 7, with a one year term commitmentWith the services Mr [redacted] obtained, the promotion required a one year term commitment along with Auto Pay and Electronic StatementsThe first bill automatically provides the discounts which allows our Customer's days to establish the auto pay and electronic statements and reflected on the monthly statement as follows: YOU ARE RECEIVING A REDUCED MONTHLY RATE FOR YOUR HIGH-SPEED INTERNET SERVICE BECAUSE OF YOUR MONTH TERM COMMITMENT WHEN YOUR CURRENT AGREEMENT EXPIRES ON 04-07-YOUR MONTHLY RATE WILL CHANGE TO THE STANDARD RATENOTE: THIS DISCOUNT MAY VARY DEPENDING ON THE PRESENCE OF AUTOPAY AND PAPERLESS BILL HIGH-SPEED INTERNET WITH AUTOPAY & PAPERLESS BILL TERM COMMITMENT MONTH OF 44.05C CenturyLink records indicate on May 20, an order (CXXXXXXXX) was issued to interrupt the services due to non-paymentA payment was then made where the services were restored the same day (May 20, 2015) with an order CXXXXXXXX Due to Auto Pay and Paperless billing not being established, the May statement reflected the following information where the monthly bill increased by $ HIGH-SPEED INTERNET W/O AUTOPAY & PAPERLESS BILL TERM COMMITMENT MONTH OF 34.05C The disclosure was again printed on the statement as - NOTE: THIS DISCOUNT MAY VARY DEPENDING ON THE PRESENCE OF AUTOPAY AND PAPERLESS BILL Records reflect an order was issued on August 5, to remove the modem lease and a credit was provided ($51.55) on the August statement for the Shipping & Handling along with the modem rental due to Mr [redacted] providing his own modem As a onetime courtesy, I have adjusted the difference in the promotional rate of $ per month from May to August and it will reflect on the September statement in the amount of $ I apologize for any inconvenience this [redacted] have caused Mr [redacted] and Ms [redacted] as they are valued CenturyLink Customer's Regards, [redacted] Customer Advocacy Manager Attachment: Summary of Account (SOA) Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/08/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) Resolution accepted

I have received and reviewed the Revdex.com complaint regarding monthly rate increase due to promotion expiringI have reviewed the account history and bills the customer was explained that his bill increased due to one of his promotions expiring they have two remaining on the account The customer agreed to a term agreement on 4/4/that expires 4/4/they are still receiving their discount $14/month for that agreement along with a $per month autopay mothly discount I can see over time the customer has called in and been given supplemental discounts that start and end at various times depending on what the promotions areThe customers charges are correct and the service agreement including a fee for early termination are sustained when the current promotion expires they can check with us to see if we have any others they may qualify forCenturyLink would like to apologize for any confusion this billing situation has causedSincerely,Mr [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, This issue has already been escalated to the Federal Communications CommissionMr [redacted] has already received a response for all concerns through the FCC process [redacted] CenturyLink 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 Although they give no details in their response here, they have refunded the disputed amount and resolved this complaint in the manner I requested Sincerely, [redacted]

CenturyLink appreciates [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 training Upon review, I verified [redacted] *** ordered CenturyLink high speed internet with a one year contract on 04/04/Upon ordering the service, [redacted] was sent an order confirmation recapping the service speed, promotional rate and contract informationAlso, each billing statement reads the contract dates and discount providedDue to the personal emergency [redacted] is experiencing, I have disconnected her service and waived her contract termination fee CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted] *** [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted] I was not aware you needed my account number, I apologize for not entering itHe is my account number so Centurylink can review my account Account: ###-###-#### [redacted] and its attached to the address [redacted] ***We have since cancelled the account Sincerely, [redacted]