CenturyLink

As previously stated, CenturyLink has apologized for the problems and the four day delay Mr*** experienced when he moved his service. Because of the issues, a credit for a month of service was applied to his account *** CenturyLink Customer Advocacy

CenturyLink appreciates Ms*** writing regarding her recent experience with our company. I regret to inform Ms*** 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 attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessful in finding an account in Ms***’s mothers name. Once this information is received, CenturyLink will be happy to investigate the complaint. ** CenturyLink Customer Advocacy Group

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 trainingUnfortunately, the account listed
does not list the complainant as an authorized party on the accountDue to CPNI (Customer Proprietary Network Information) rules I am unable to review or assist with information regarding the account listed in the complaint with this individual CenturyLink acknowledges the complainant’s concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

I have reviewed the customer's replyI show the returning of the modem was confirmed but not automatically refundedI also show the only internet speed available at the customer's address is only 1.5mbpsBased on the additional findings I have adjusted the early termination fee and the modem charges for a total credit of $that has already posted.Sincerely,***

Initial Business Response /* (1000, 4, 2015/08/10) */
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
XXX-XXX-XXXX
***@CenturyLink.com
Initial Consumer Rebuttal /* (3000, 6, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Attached information might help you locating the account in question:
Name: *** ***
Address:
*** ** *** *** ave apt **
*** WA XXXXX
Account #: XXX XXX XXXX
Thank you!
Final Business Response /* (4000, 8, 2015/09/03) */
To whom it *** concern:
I have reviewed the customers' rebuttal and found the following:
As a courtesy to the customer in lieu of how this transaction was handled and based on the information the customer has provided CenturyLink has adjusted the charge for non returned equipment in the amount of That brings the account to zeroThe reference number for this adjustment is XXXXXXXX
CenturyLink provides that this should meet the settlement requirements of this complaint and considers the matter closed
Sincerely,
*** ***
Executive Office Regulatory Escalations Analyst
CenturyLink Customer Advocacy
Consumer/Small Business Sales and Care
XXX-XXX-XXXX
***
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (2000, 10, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/08/04) */
CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, XXX XXX-XXXX XXXI would like to apologize for the less than exemplary service that Mr*** recently received from CenturyLink representatives
His comments are appreciated and, to improve customer service, will be investigated
Our records indicate Mr*** spoke with a representative on March 22, Mr*** was offered Home Phone and Mbps InternetThe representative explained all costs associated with CenturyLink @ease, activation, the leased modem cost, and the non-recurring chargesHowever, the representative did not discuss the taxes, fees, and surchargesUpon review of the monthly bills, the taxes, fees and surcharges are approximately $per month
In an effort to satisfy, a credit for the taxes, fees, and surcharges for five months (April to August) has been applied to the accountA credit for $was issued on August 3, and should be reflected on the August 1, billDue to any miscommunication that occurred, if Mr*** would like to disconnect his service, I will adjust any Early Termination Charge that might be billedThe disconnection order needs to be issued by September 4, Mr*** is advised that if he keeps his service, he is billing correctly for the products and services on the account, including taxes, fees, and surcharges
Mr*** is a valued customer and CenturyLink regrets any inconvenience he has experienced
Initial Consumer Rebuttal /* (2000, 8, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is the proper response I was looking for when I called initiallyThank you for your assistanceDue to you resolving this issue the right way, I will remain a Century Link customer

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: When pulling records for the calls made to repair on the 15th they all indicate that the call dropped not that they were disconnected on this end It’s
important that this is nt something that is generated by the repair person these are tracked by Centurylink on the network systems used to take and make phone calls Centurylink apologizes if the customer felt that any of the calls that dropped were calls that were purposely disconnected as this is not tolerated If the customer is still having noise on the line due poor connections he can call repair at ###-###-#### or contact the manager handling this complaint at *** for further assistance AS for the lines going into the home, things like branches and fences or buried wire are assessed for the potential issues they may cause and in this case not to be considered the reason for line noise as was the case with the customer’s phone; corrosion on the copper wire was the cause If at anytime a wire line such as this is damaged or interrupted by organic or natural cause, any and all repairs to that line are done by CenturyLink which takes care of these all the way up to the point of demarcation In the event the cause is not natural or organic and caused by and individual or the customer then Centurylink evaluates the situation and may or may not at its discretion repair said line at no cost to said individual(s) CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

08/01/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Ms***’s CenturyLink account, I found on 06/01/2016, Ms*** called to CenturyLink about her new address, Ms*** stated that
she needed the service left active at her previous location due to an alarm systemAn order was placed to activate new service at the new location with a due date of 06/02/Ms*** was advised of the monthly recurring rate, prorated charges, the activation of service, the technician install of the modem/router, the fee for a new jack install at the new location and service at the original location until she requests to have disconnected. On 06/20/2016, Ms*** called to CenturyLink about canceling her serviceShe was transferred to the retention teamThe notations reflect that the conversation was about billing not disconnection of original service. On 07/07/2016, Ms*** called and emailed CenturyLink requesting to disconnect the original address and stating she had requested the original service to be disconnected on 06/15/An order was placed and due dated for the same day to disconnect the original service with an effective bill date (reversal of billing) of 06/15/which reflects on the 07/23/bill statement. I found no billing errors on the billingMs*** was advised of all onetime fees (activation, technician install and jack install fee), prorated charges, monthly recurring fees and service for both addresses from 06/02/to 06/15/ CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationSincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com Complaint from *** regarding a delay in getting his service upgradedI have reviewed the account it looks like this issue has been resolved we apologize for the frustration the customer experienced trying to get this resolvedAs a courtesy I have issued
a credit of $on the account he will see it on his next bill Sincerely,***

CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her account, *** *** ***. I would like to apologize for the less than exemplary service that Ms*** 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. I have reviewed Ms***’s account beginning in January 2017. Ms*** spoke with a representative on January 10, 2017. A new $twelve-month promotion was added to the account and was reflected on the January 13, bill. The January bill also reflected Ms*** had a promotional discount that was expiring, as it was in month of 12. Ms*** spoke with a representative on February 11, regarding her promotions, as received a $credit, in an effort to satisfy. She called about the January discount on March 23, and was advised it had been on the monthly bills since January. On April 19, 2017, she received a new twelve- month promotional discount and a $credit. A Broadband Escalations Representative checked Ms***’s Internet service. On July 25, 2017, the service was trained at Mbps. Ms***’s purchased speed is up to Mbps. Our Profile Optimization tool lowered the speed from Mbps to Mbps on July 2, attempting to stabilize the connection. Prior to July 2nd, they had been at Mbps. The Escalations Representative restarted the Profile Optimization tool and pushed it up to Mbps. Two repair tickets were located, both from February 11, 2017. The first agent reconfigured the modem and the second agent changed the wifi settings. The Broadband Escalations Representative states the Ms*** is using an order modem, which may be causing some of her issues ***
*** *** ***

CenturyLink appreciates *** *** giving us the opportunity to review their concernsI would like to apologize for the less than exemplary service *** *** recently received from CenturyLink representatives*** *** comment’s 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 *** *** account is disconnected and was billed a Return Check for $and a Returned Check Charge for $totaling $This amount was then referred to our outside collection agentCenturyLink has issued an adjustment on April 7, in the amount of $to zero out the account and we have pulled it back from the outside collection agent and requested they remove any negative credit reportingCenturyLink regrets any inconvenience *** *** experienced*** CenturyLink Customer Advocacy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sincerely,
*** ***

02/28/2017 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon receipt of Mrs***’s Revdex.com complaint, I reached out to the Door to Door sales supervisor for the area and provided the
complaintI was assured the agent/s will receive proper coaching/discipline action according to CenturyLink’s policy regarding behavior, being respectful to residents and honoring non-solicit signage. CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mrs***’s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationCenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

02/14/2017 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: I found Ms***’s CenturyLink service was originally sold CenturyLink service by Direct TV on 11/20/for CenturyLink 40m internet with a purchased
technician installed modem/routerOn 11/23/2016, Ms*** spoke with an agent regarding the installation process and was advised tech install charge $+ modem $modem/router purchase fee + $activation fee + proration of service from the install date to the activation date + month in advanceThe agent offered to waive the technician install charge and waived the $(shown on the 01/01/first bill statement the technician install fee was waived and the activation fee was also waived). Ms*** made several calls to CenturyLink stating she was not advised of the modem/router purchase fee, however records reflect Ms*** was advised (see above 11/23/2016)Ms*** was also issued a onetime courtesy credit of $(which is reflected on the 02/01/statement). Ms*** is being billed the following promotional package rate which requires autopay for the full promotional rate:---------------------------------------------------------------------------...⇄ BroadbandMonthly Recurring Charges High Speed Internet 73.95DiscountsAutoPay Promotion -$10.00(Expires 12/03/18)HSI Promotion -$34.00(Expires 12/03/18)------------------------------------------------------Package Charges After Discount $(before taxes, fees and surcharges)---------------------------------------------------------------------...⇄ CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationI found no billing errors as Ms*** was advised of the onetime fees and was issued a credits for the technician install and activation fee already before the service was installed and Ms*** is being billed the promotional rate of $(before taxes, fees and surcharges)CenturyLink has sustained the modem/router charge and closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com Complaint from *** regarding a billing disputeI have reviewed the bills and show we credited back the returned check charge for $as a courtesy. The customer also lost their extra $per month discount for months due to the
auto pay being taken off the accountI show they were charged the regular rate for one month due to their old promotion expiring causing an extra $in monthly rateAll these charges are valid based on the customer having banking issues that were not a CenturyLinks errorBased on the customer's history with us I have adjusted $for the lost auto pay discounts and $for the increased rate due to them being in between promotions as a courtesy they will see the $credit on their next bill.Sincerely,***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Subsequent to the filing of this Revdex.com complaint the issues have already been addressed by one counterpart and another complaint filed by the customer with the *** *** will also
provide a response Any response here will defer to the reply already given and another yet to come 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 Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/12/04) */
I have received and reviewed the Revdex.com Complaint from *** regarding early termination fees and our failure to forward the closed business account callsI have reviewed the account notes and orders trying to correct the
problems over the past several monthsI see the was a partial credit for early termination and service charges already givenSince we were unable to get this transfer service to work I have disconnected the account as requested by the customer and adjust the balance on the accountThe customer will received a final statement in the next 7-business days if they have any questions they can call our Small Business Department for assistance XXXXXXXXXXXCenturyLink would like to apologize for this frustration situation trying to provide a solution to this ongoing problem
Sincerely,
***
Initial Consumer Rebuttal /* (2000, 6, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Century Link has fulfilled the request to remove the charges for services that were not rendered but were billed

OMG I do have an account with them in fact I will attach my current bill with themI continue to have issues with the internet and am planning to switch services by the end of the year since I have a contract with themIf you notice the account is in my nameThis is unbelievable. Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

CenturyLink appreciates the opportunity to review Ms***’s account, ***. Our records indicate Ms*** spoke with a representative on September 10, 2015. Two new promotional discounts were added to the account; $off Internet for twelve months and $off
Prism for twelve-months. The rate quoted was before taxes, fees, and surcharges. Ms*** was billed a total amount due of $on the October to January billsThere have been several rate increases, since the discounts were added to the account. The Gateway Equipment fee increased to $and the Prism Preferred Package increased to $on the February 20, bill. The Broadband Cost Recovery Fee increased to $on the April 20, bill. CenturyLink regret any inconvenience Ms*** has experienced. *** CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Centurylink apologizes for the time and trouble it has taken to get this account canceled and the deposit refundedCenturyLink has issued and adjustment for the total balance plus $for the
deposit initially applied to the billPlease allow 2-weeks for the $deposit to be receivedCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care