CenturyLink

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: This message originally read on 3/17/needs to be re-readCenturylink, per the notations on the account has adjusted the amount of the bill in the amount of $and any applicable tax assessed as non returned equipment for a total adjustment of $ The equipment charges are not in dispute any longer as they have already been adjustedNo early termination fees have been assessed and the remaining balance ($less $162.38) is due This is for service rendered up until the date the billing was being made effective date of January 6th, Any charges that were billed after that date were reversed when the order to terminate these services were made as though services terminated on that dateThe remaining balance(s) are charges for service rendered up to the termination of services effective Billing date of January 6th, 2016; balance due upon receipt $ Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Initial Business Response /* (1000, 9, 2015/08/10) */
CenturyLink has reviewed Mr***' account and apologizes for any inconvenience or frustrationWe unable to alter or discount *** charges, however we are willing to to add $more dollars per month in monthly discounts for the next
months to his CenturyLink internet package
This will have Mr*** paying only $for his CenturyLink internet services that is normally priced $per month, before taxes and equipment rental charges
I have also added a one-time bill credit of $to his account
Please allow up to billing cycles for new credits to apply to new billing
Sincerely,
***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (3000, 11, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The length of the contract is two years which is why I do not feel that this is 100% fairIf CentryLink is willing to do this for the entire course of the month contract I would be willing to accept the additional $monthly credits and the $aggravation creditOtherwise I would request to be released from the entire contract from CentryLink/*** TV
Final Business Response /* (4000, 13, 2015/08/31) */
CenturyLink has reviewed Mr***' response and unfortunately we will only be able to apply this extra discount for months as his CenturyLink services are only under contact for months
Sincerely,
***
CenturyLink
Final Consumer Response /* (2000, 15, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will go ahead and except the $and the $credit because I feel like I'm out of options

Centurylink billing is correct, *** billing is now bundled. I wasn't able to reach Mrs*** for the review of the *** bundle billingMrs*** has my contact information for any further questions or concerns** Customer Advocacy Group

Centurylink appreciates *** *** *** giving us the opportunity to review our handling of his accountI would like to apologize for the less than exemplary service that *** *** *** recently received from Centurylink representativesHis comments are appreciated, and to improve
customer service, will be investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs wellOur records indicate, that the customer has only contacted our technical support twice once on 01/26/and on 08/06/We are unable to substantiate *** ***'s claim to not having service, and are unable to fulfill his requests for compensation for those services that have been provided In an effort to satisfy, we have referred his information to a technical support specialist to reach out to *** *** to address any concerns that *** *** is currently having Centurylink regrets any inconvenience *** *** has experiencedSincerely, *** ***

I have reviewed the customer's reply stating they are still having internet issuesI have sent another request to our Internet Escalations Team to further assistWe apologize for the ongoing internet issues.Sincerely,Mr.***

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a service disputeAfter investigation of Ms***'s account it has been found that on 03/24/our technical support was contacted regarding slow speedsTroubleshooting was performed
at that time and a dispatch was scheduled for 03/29/Per the notes on the account from the technician there were no found issues with the linesCenturyLink apologizes for the frustration encountered and asks for further assistance or questions please contact our technical support team directly at 1-800-788-CenturyLink has closed this complaintSincerely, MrC***

Complaint: ***
I am rejecting this response because: The first payment still overchargedWhen I opened the new account the end of May, We have agreement that the payment will be around $monthly with Internet and Prism service for years agreementBut the fact the charged me on 6/$45.43, 7/$and 8/$I talked to the customer service about this and they said they can not do anything even I asked that I want to talk to the manager and they said it will be the sameThey didn't have any recorded documentation or conversation when I made agreement at the first timeThe only thing they know is that is the charged/bill and you have to pay itAnd if I cancel the contract they will charged me penalty feeI didn't have any choice and I downgraded the service with internet only to avoid the penalty
Sincerely,
*** ***

Complaint:
I am rejecting this response because: If you are going to combine billing with a company, you should be able to transfer over refundsI should have never been charged the $53.99 times months PERIOD because I told the woman a CENTURY LINK (not *** ** - so this is clearly century link's fault) that I DO NOT want the services even if they are free for months because I knew they would sneak the charges in there eventuallyI am not paying a $bill up front in hopes that I will receive a refundThat is something that your company needs to work out with century link if you want to bundle servicesI was told that it could take up to at least statements for the billing to separate so the credits should be able to be applied on the century link side by thenAgain, if two companies cannot work together on every aspect of billing then they have no business bundling services and offering combined billingAlso, I contacted both century link and *** ** many more times than you mentioned in your responseI would like the charges removed from century linkPeriod
Sincerely,
*** ***

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaintAt CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our trainingPrior to this reply, after the
complaint was filed, the customer engaged a CenturyLink agent and a total of adjustments that were issued amount to $This is more than the settlement amount requested in this complaintCenturyLink provides that this is sufficient to close this complaint as resolved CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

Our records indicate Mr***’s account was established on January 23, with Internet and Home Phone. The Home Phone was removed on August 26, 2015. Mr*** agreed to promotion on his Internet service that included a one-year commitment. Because of the one-year
commitment, Mr*** was received a $monthly discount on his Internet service The account was disconnected on April 29, 2016, with an effective bill date of April 21, 2016. Mr*** was advised on March 31, April 21, and April that he would be charged a $Early Termination Fee, if the account was disconnected prior to his August 26, commitment date. The May 15, bill correctly reflects the $Early Termination Fee On July 27, 2016, Mr*** spoke with a representative regarding the Early Termination Fee. The Early-Termination Fee is not a penalty. Rather, it is an offset or recovery of CenturyLink costs related to early termination and the discounts associated with the term commitment. The representative explain he had received $in discounts ($19*months) because of the commitment. The representative offered to credit the difference between the Early Termination Fee and discounts received ($- $152), in an effort to satisfy. Mr*** accepted the offer and a $credit was applied to the account. In addition, the account was billed for unreturned equipment on June 27, 2016, which was also adjusted. A credit for $was issued for the equipment CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy

Initial Business Response /* (1000, 7, 2015/09/12) */
09/12/
To whom it may concern:
I have reviewed the customers' complaint and found the following:
CenturyLink would be happy to investigate any issues the customer has but is unable to at this time with the information provided in this
complaint
The Name, the address and phones listed in the complaint did not return any account information
If the customer would still like CenturyLink to assist with this complaint, please have the customer contact the executive office Manager handling this complaint at any of the means listed below
Please have the customer provide the account number or phone number and the service address and any other info as is printed on the bill
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaint
Sincerely,
***
Executive Regulatory Escalations Analyst
CenturyLink Customer Advocacy
Consumer/Small Business Sales and Care
***
***@CenturyLink.com
Initial Consumer Rebuttal /* (2000, 12, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have received a copy of the Revdex.com rebuttal filed by Ms*** ***, regarding her request for High Speed Internet. I have issued an order to disconnect service effectively billing back to the January 5, date of installationThis will resolve any billing associated with this accountIn the process of requesting service a credit evaluation is conducted on every service requestThe request for High Speed Internet service would generate an inquiry on her credit. However, as a matter of satisfaction, I will change this to a soft hit, which will not negatively impact Ms***’s creditCenturyLink apologizes for any confusion regarding the billingSincerely, Ms*** CenturyLink Customer Advocacy

CenturyLink appreciates *** *** giving us the opportunity to review our handling of her accounts, *** *** *** and *** *** ***. I would like to apologize for the less than exemplary service that *** *** 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 An order was issued on August 15, to install a Landline and Internet service. This order completed on August 17, and account *** *** *** was established. Our records indicate *** *** spoke with representative on August 17, 2017, claiming she did not request a landline. An order was issued to remove the landline, with an August 17, effective bill date. This order completed on August 19, 2016. Because the landline was removed, the account number changed to *** *** *** *** *** spoke with several representatives from August to November regarding her monthly bill. On November 7, 2016, a credit for $was issued due to the landline issue. I apologize this was not resolved sooner Per the notations on the account, *** *** spoke with a representative on March 29, 2017. Her password was reset and the correct account number was provided. If *** *** was using the ‘old’ account number, this might have been why she was not logging into the correct account The account was on Auto-Pay and a payment for $was processed on February 11, 2017. A payment for $was attempted on March 12, but was declined. A letter was sent to *** ***. A payment for $was attempted on April 11, but it was also declined. Because of the payment issues, Auto Pay has been removed from the account. *** *** will need to contact CenturyLink to make payment arrangements to avoid an interruption in service *** CenturyLink Customer Advocacy

05/05//2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, I found that CenturyLink has sent return labels for the return of the leased modemwere sent to Ms***’s
address and to *** *** at *** *** *** *** *** *** *** ***.Unfortunately, calls are only kept for approximately -days for reviewI was able to review the call made by Ms*** on 04/08/while she was speaking with agent *** then with escalations member Jose. She was advised, as the customer it is her responsibility to ensure the return of the leased equipment to receive creditMs*** stated she should be credited for the non returned equipment fee because CenturyLink sent the return labels to the wrong addressShe stated she received the return labels forwarded from her old addressMs*** also stated she cannot get a hold of the neighbor she left the equipment with to ensure that if a new label was sent the neighbor would return itShe became argumentative stating she should not be held accountable for the equipment not being returnedAgain, she was advised she is responsible for the return of the equipment and she would receive credit when the equipment is returned.CenturyLink has found the leased equipment has not been returned and has sustained the charge with no credit adjustment being warrantedCenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Centurylink appreciates Ms*** *** giving us the opportunity to review our handling of her complaintI would like to apologize for the less than exemplary service that Ms. *** recently received from Centurylink representativesHer comments ar appreciated, and to improve
customer service, will be investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs wellWe are unable to provide any offers or credits without an accountOur team can be reached ***ly at ###-###-#### we currently are offering gift cards for the activation of certain products and promotions give us a call and we will see what we can do Sincerely, Mr***

Complaint: ***
I am rejecting this response because:
I did NOT ask for a service disconnect! I have simply asked for an explanation of charges and increase!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: This is in response to Centurylink’s response to my complaint. I am sorry to have to say that it does not satisfactorily resolve the complaint. In fact, as a response to a customer complaint it is something of a joke, merely adding insult to injury. It is pure boilerplate, completely unresponsive to anything I said in my original complaint. I was given a link to a website which I found I had visited many times before making my Revdex.com complaint. It is useless. Centurylink is mailing me a form which can be easily downloaded from the site so it is rather a waste of their time and mine. My problems with the company are now worse than they were before I believe the company’s response is consistent with its CRM policies. They do not serve customers. They manage them. They obfuscate and delay in the hope of wearing the customer down. I am sure Mr*** feels this policy is working but I think it only works if customers have no alternative (i.eif Comcast and all other providers treat their customers equally abominably). I am grateful to the Revdex.com because I am sure Centurylink would have continued to ignore me if I had not submitted my complaint through you. Now I have more information to add to publically available material and internal company documents on the company’s treatment of customers for a project on which I am working
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: As your own statement shows, paperless billing and autopay required I was not on paperless billing and I did not enroll in auto pay immediately I know that you have corrupt business practices and I will make sure to let every individual I can know that they should never do business with you Luckily for me, my development has several hundred homes and we keep our on comments section related to household services I thought someone at CenturyLink would act honorable, but this is obviously not the case I hope the $you are stealing from me is worth all of the potential customers that you will lose in the future
Sincerely,
*** ***

CenturyLink appreciates the opportunity to review Mr***’s account, *** *** ***. Our records indicate a new twelve-month promotional discount with term commitment was added to the account on October 21, 2016, as the old promotion had expired. The representative
also applied a $credit, in an effort to satisfy. The new promotional discounts, and information regarding the term commitment, were reflected on the November 10, bill. Mr*** would have also received a confirmation letter or email, which would have outlined the changes An order was issued on December 6, to disconnect the account. At the time the order was issued, the balance due on the account was zero, as a payment for $was received on December 2, 2016. The December 7, Closing bill correctly reflects the $Early Termination Charge. The account is not eligible for the CenturyLink thirty-day guarantee, as the account was established on October 6, 2015. I apologize for any miscommunication that might have occurred. *** CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by *** *** ***, regarding a billing disputeAfter investigation of *** ***'s account it has been found that the customer did cancel services within the window for the guaranteeWe have issued a credit for
the amount billedAlso we have notified our collections to stop collections on this and remove any credit reportingCenturtylink apologizes for the frustration encounteredSincerely, *** ***