CenturyLink

05/30/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Mr***’s CenturyLink account, I found service was moved per Mr***’s request with order numbers: Internet Service -
Aug 17, Order Number *** Internet Service - Jul 28, Order Number *** Mr*** was not charged during the move from date of 08/17/to the install date of 07/28/After the move orders completed Mr*** called to CenturyLink multiple times inquiring about promotional discountsOn 10/02/2015, Mr*** was offered and accepted a month contractual promotional discount, as reminded on each bill statement: Service Period: Oct - Nov 21 You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 10-07-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill As service for no contractual promotional discounts is billed at standard rate and Mr*** had requested a reduction in pricing and accepted the month contractual promotional discount and was reminded on every bill statement, CenturyLink finds the early termination fee to be sustained as valid with no credit adjustment being warrantedCenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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
I would also like to request a letter from Century Link stating my balance is zeroI appreciate their explanation of how they bundle packages, although I did not a request for such a statement, they were in the wrong for what they did period
Sincerely,
*** ***

I have reviewed the account in question regarding the poor experience for our customer tying to get their service restoredI would like to first apologize for the frustrating experience our Customer had I can see by the account access and notes we had several problems getting this normally simple order placedBased on the notes I can see there was a dropped call, a few transfers along with a system error that required us to do a manual order to get this order doneI have taken care of the March bill of $if the customer has already paid they will see a credit on their next bill if they haven't paid the bill they don't need toOnce again we apologize for dropping the ball and thank the customer for taking the time to give us their feedback.Sincerely,Mr.***

Initial Business Response /* (1000, 4, 2015/11/02) */
11/02/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Ms***'s father's CenturyLink account, and found notations on 08/14/
Ms*** called to CenturyLink and an offer for additional loyalty promotions were offered and accepted to reduce the CenturyLink monthly recurring costs to resolve the billing issuesEach of the CenturyLink promotional discounts have a countdown of the months remaining and the dollar amounts of each discount printed on every statement
*** TV's service technician has the pricing for the *** TV portion of the billing, packages and features that must be signed before the *** TV service is fully activatedCenturyLink and *** TV are separate companies that bill together to offer our customers one bill and in certain cases discounts may applyMs*** will need to contact *** TV directly at X-XXX-XXX-XXXXCenturyLink can only place orders on behalf of *** TV and combine the monthly bill statements that Direct TV sends to CenturyLinkCenturyLink cannot issue credit or make changes to the *** TV serviceAny credits that *** TV may have or will apply for the service they provide will appear within 1-bill statements on the CenturyLink statement
As this issue was already resolved by the acceptance of the loyalty promotions, CenturyLink finds this complaint to be closed
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 situation
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am concerned that I was given conflicting information regarding the account, namely: that we would receive a credit on the next bill which would pay for the next two months' services(If this was not possible, then I should not have been told this.) And in a different conversation, I was told it was impossible to get the bill down to the quoted $In a subsequent email it was shown that the costs less all fees and taxes was lowered to $
If the pricing of the bundling is done through Century Link, then Century Link should take the responsibility of making sure the customer gets what was agreed uponThere was no signature requested or provide to ***
I can see that the rest of my issues are with ***

07/28/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Mr***’ CenturyLink account, I found the day satisfaction guarantee had already been honored by a credit adjustment for the balance
due on his account on 07/11/which left Mr***’ CenturyLink account with a zero balance. As this issue had already been resolved, CenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have received a copy of the Revdex.com complaint filed by Mr*** H***, regarding his dispute of his billing. I have reviewed his account and found the following: The service was established on March 4, and disconnected on March 8, A modem
return label was sent on March 8, The leased modem should be returned within days to receive credit for the modemThe final bill reflects credits have appliedHowever, I have issued an additional adjustment of $CenturyLink apologizes for any frustrationSincerely, Ms***

CenturyLink appreciates Mr*** giving us the opportunity to review our handling of his account, ***. I 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 representatives need to know the negative impact we have on customers when we fail to do our jobs well A representative from our Repair Escalations Group has been in touch to the Network Supervisor in Mr***’s area. There was a change in CenturyLink contractors, which has caused the delay in getting Mr***’s wire buried. The Supervisor is aware of the situation and hopes to have the issue resolved in the next seven to ten business days. CenturyLink apologizes for the delay Mr*** spoke with a representative on January 2, 2017. A credit for $was applied to his account, in an effort to satisfy. The credit is reflected on his January 7, bill CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy

05/18/ CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Mr***’ CenturyLink account, I found the deposit refund check number *** was printed 05/05/for the amount of
$and was cashed by Mr*** on 05/11/ As this issue had already been resolved, CenturyLink has closed this complaint and apologize for any frustration this may have caused 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 Ronald ***. Below are our findings: Upon research of Mr***’s CenturyLink account, began service with CenturyLink internet and Prism TV service on 01/15/Below is the monthly bill
rate for the package he was subscribed to before the disconnection of service on 01/19/2017:---------------------------------------------------------------------...⇄ Internet Bundle Savings Internet -High-Speed Internet Discount ------------------------------------------------------ Internet Monthly Charges Total $---------------------------------------------------------------- Prism Essential TV Prism™ TV Discounts Prism Promotion -Primary Set Top Box 9.99 ----------------------------------------------------- Prism™ TV Monthly Charges Total $-------------------------------------------------------------------------- Total Internet and Prism package monthly charges $(before taxes, fees and surcharges)---------------------------------------------------------------------...⇄ Regarding Mr***’s concern on first few monthly bill statements, CenturyLink bills a month in advance resulting in the first charges to include prorated charges for service before the bill date and a month in advanceCenturyLink Prism service bills from a different system with a different bill date which usually causes the first Prism to bill to appear on the 2nd bill statementI have provided clips of the first bill statement and added a description of the “New Charges” which reflect the prorated charges and the month in advance with no activation fees:---------------------------------------------------------------------------...⇄ Billing Date Jan 19, Previous Balance New Charges Due 2/7/$35.13 (included prorated internet charges from 01/15/to 01/18/2016; standard month in advance for internet from 01/19/to 02/18/2016; taxes; fees and surcharges)------------------------------------------- Total Amount Due $-------------------------------------------------------------------------------...⇄ Billing Date Feb 19, Previous Balance Payment Received 1/22/Thank you! -New Charges Due 3/10/$(included prorated Prism charges from 01/16/to 02/11/2016; standard month in advance for internet from 02/19/to 03/18/2016; standard month in advance for Prism from 02/12/to 03/11/2016; taxes; fees and surcharges)------------------------------------------- Total Amount Due $-------------------------------------------------------------------------------...⇄ Billing Date Mar 19, Previous Balance Payment Received 2/29/Thank you! -New Charges Due 4/8/$(included standard month in advance for internet from 03/19/to 04/18/2016; standard month in advance for Prism from 03/12/to 04/11/2016; taxes; fees and surcharges)------------------------------------------- Total Amount Due $-------------------------------------------------------------------------------...⇄ services are subject to monthly standard rate changes without promotional compensation.) It is CenturyLink policy to address any concerns of billing within days of when an issue occursMr***’s only call to CenturyLink since the install of service on was on 01/15/was on 05/08/about payment of CREDIT/DEBIT CARD DUE TO PENNY PROCESSING ISSUE which was resolved the same day and on 01/19/with a request to disconnect his CenturyLink servicesAll other access to the account were payments Via the Web with convenience fees which were explained/notified during the payment process CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationI found no billing errors or disputes of the monthly rate of service billedCenturyLink has sustained the billed rate and has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the complaint from *** regarding a billing dispute on her monthly rateI would be happy to see what I can do to help with this situation if *** can provide me with her CenturyLink account numberI was unable to find the account with the information provided.Sincerely,***

03/07/2017 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 that internet was ordered by Mr*** on 01/11/with a due date on 01/18/Ms***
contacted CenturyLink on 01/28/stating that Mr*** was handicapped and did not want the internetThe agent apologized stating it must have been a misunderstanding and placed an order to remove the internet and return the account to just phone service with no long distance and back date the billing of the internet Ms*** inquired if there was a way to keep CenturyLink from making changes if Mr*** calledThe agent advised Mr*** is the account holder but he could put a notation on the account then asked if Ms*** wanted the account to be put in her nameShe stated that would be greatThe agent retrieved the required information from Ms*** (social security number, full name, ect…) and changed the responsibility of the account to Ms*** (per her approval). Additional credits were added to the account on 02/08/This with the credit applied from the order to remove the internet created a credit balance of over a month of serviceAll credit adjustments have already applied to the 02/23/statement as shown from a clip of the summary page:---------------------------------------------------------------------------...⇄ Bill Date: Feb23, 2017Previous Balance 142.13Payment Received - Feb08, -41.05Other Charges and Credits (details on page 3) -101.08Balance Forward .00--------------------------------------------------------------------Current Charges (see below) -15.57Total Amount Due -$15.57-------------------------------------------------------------------------...⇄ 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 situationAs this issue has already been resolved, CenturyLink has closed this complaint with no additional credit being warranted. Sincerely, *** ** ***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 rebuttal filed and found the following: Centurylink provides both regulated and non regulated service to the customer’s home and surrounding areaUpgrades to the systems in regards to unregulated services such as internet are made on company proprietary marketing basis that are not shared publicly The customer’s home is in a very remote rural area and as such considerations for upgrades to infrastructure pertaining to regulated services are met based on the regulations applicable and to date CenturyLink is in compliance Due to the location and the lack of population density in the surrounding area, marketing considerations to upgrade internet service would likely only be considered at a time when such an investment would provide a return or at the very least break even in a reasonable amount of time I have checked and to date there are no plans to upgrade this switch in the next months; the furthest date out that that can be validated as a potential upgrade site As for previous issues, the reply last given explained that previous issues (and consideration for compensation of such) have been addressed Company policy is to review recent issues and or problems up to days or at the time the actual problem occurs CenturyLink appreciates the opportunity to clarify the extent to which this particular complaint can be addressed Sincerely, *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***

CenturyLink appreciates the opportunity to review *** *** account, ***. Our records indicate *** *** account was disconnected on March 27, 2017. Customers have thirty days to return equipment once an account has been disconnected. If not returned within thirty
days, they will be charged the purchase price of the equipment. Since the equipment was not returned in thirty days, *** *** was correctly billed for the equipment on May 10, Our records indicate the equipment was returned on June 20, 2017, well past the thirty day return period. *** *** spoke with a representative on October 30, 2017. In an effort to satisfy, a credit for $was issued. The account currently reflects a zero-balance due CenturyLink regrets any inconvenience *** *** has experienced *** CenturyLink Customer Advocacy

Revdex.com:The business has asked for account information My account number for CenturyLink is: 441908001 The email associated with the account is ***The name on the account is my husband's name, *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

CenturyLink appreciates *** *** giving us the opportunity to review his concernsI would like to apologize for the less than exemplary service Mr*** 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 Mr*** discounted services on February 16, Although Mr*** was billed an Early Termination Fee on the March 9, statement, we issued a credit adjustment of $200.00cr on March 16, Our records indicate Mr*** paid the final bill amount of $and the account has a zero balanceCenturyLink regrets any inconvenience Mr*** experienced***CenturyLink Customer Advocacy

Complaint: ***
I am rejecting this response because: I most certainly talked to an agent and the company has provided absolutely no proof otherwiseIn ether case they must produce the contract they say I agreed to and where I accepted it, recorded, electronic or otherwiseThey can not because; I did not
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The account number is listed twice in the complaint details see complaint overview at the bottom right side "complaint details cont.". I am listed to have access on the account
Sincerely,
*** ***

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,
*** ***

CenturyLink appreciates the opportunity to review Mr***’s account, *** *** ***. Our records indicate Mr*** disconnected his Prism service on July 27, 2016. Customers have thirty days to return the leased equipment or they will be billed the purchase price of the
equipment. He was billed $on the October 13, bill for the unreturned set-tops boxes. Our records indicate he spoke with a representative on November 23, to request return labels From the UPS tracking number, the equipment was returned on January 12, 2017, well past the thirty day return period. Mr*** spoke with a representative on March 27, regarding the equipment. While past the thirty day return period, a credit for $was applied to the account. In an effort to satisfy, an adjustment for the Late Payment Charges on the November to March bills has been applied to the account. A credit for $was issued on July 26, 2017. Mr***’s credit score should not have been affected during this time, as the outstanding balance and suspension in service for non-payment was done internally CenturyLink regrets any inconvenience Mr*** has experienced *** *** *** ***

The other customer’s *** account was removed from CenturyLink combined billing on December 27, 2015. However, the December 24, bill had already been issued and it reflected $in *** charges for the other customer. A credit for $was issued on January 4, 2016. Please be advised, it can take one to two bill cycles for the both companies systems to update. Thus, Ms***’s account may reflect more *** charges for the other customer. I will continue to monitor the account and apply any appropriate creditsCenturyLink has confirmed with *** that Ms***’s *** account is not currently combined with CenturyLink for billing*** CenturyLink Customer Advocacy