CenturyLink

To whom it may concern: Please be advised that CenturyLink has completed a review of this complainant’s rebuttal and found the following: Clarification needs to be made on the point stated in the original reply as follows: The statement “CenturyLink did withdraw the funds without authorization” should have read “with authorization” based on the timing of the port and the continuance of the services as prescribed by the way the porting in carrier requested the order to port be done; this is because the account was already set up for autopayment The end result of the review is that the customer will receive a refund of the $as requested 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory to meThe issue although somewhat resolved due to bank stop payment still shows on another account that was closed may 31, and I should not have a balance or charged I emailed info to the provided email and hope for a response I would like to keep complaint open until issue is fully resolved
Sincerely,
*** ***

I have reviewed the billing complaint from *** regarding her not receiving the promised promotional rate for her internet serviceI reviewed the account notes supporting the customer's claim showing we have had to adjust the overcharged amounts each monthIt seems
our billing system was kicking out the discounts codes we were putting on the orders to correct the billingThis happens when accounts have already had the same discounts within the past yearWe did a manual discount correction which has fixed this problem the correct rate is on the 5/1/billing statementWe apologize for the time and frustration this has caused our customer thankfully it is now resolvedSincerely,***

Complaint: ***
I am rejecting this response because:First of all Steve’s response is quite rude and condescendingI am in no way confused about the product or promotions being discussedMy complain is not about Prism TV nor the month contract I had for itThe only reason I mentioned Prism TV is because I called to cancel it in February, as my contract was over; this is when I was offered the Direct TV contract that I am contesting. I called in February to set up my price for life internet and was told by the centurylink representative that they had a month promotion for directTVI repeatedly asked if the promotion was for the full months and I was repeatedly told yesI agreed to a month contract for direct tv and to a price for life of $for 100mbps internet speed. I later received a notice from Direct TV saying that the promotional rate was only for months and not the that I had agreed toWhen I called centurylink regarding this, since it was not what I agreed to, they told me that it was too late and they couldn’t do anything because it was already installedAt that time, my internet had not been up date either. I finally was able to talk to someone in their resolution center on March 16thand he told me that they reviewed what the representative on February 14thtold me and that he indeed misquoted me regarding the DirectTv contractI was also told that the reason my internet had not been changed to price for life was because they cancelled my order because he misquoted me but that for some reason the directv portion did not get cancelledAgain I was told that there was nothing they could do about it because it was already installed. If I had been given the correct information in February I would not have signed up for DirectTv since I specifically told the representative that I did not want a promotion that was for only half the contract; and I’d have to call to get a reduced price. Lastly, I think Steve needs to read their company’s own paperwork because the paperwork from centurylink specifically says that if there are billing questions to call centurylink and that to call direct TV for technical questions. I was lied to regarding to a month promotion for directTV by a centurylink representative and did not agree to having a service with a promotion for only of the monthsCenturylink has already agreed that he lied but yet I’m still stuck in a contract for something I did not agree toI don’t understand why centurylink cannot credit me the last half of the contract since it was their mistakeOR why having the directTv uninstalled and cancelling the contract is not an optionInstead I am stuck with a promotion I did not want and I’ll have to try in a year to callDirect TV to get a discount for the rest of my contract (which is not guaranteed)
Sincerely,
*** ***

03/21/2017 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon receipt of Mr***’s Revdex.com complaint, I sent a request to the Area Plant Supervisor *** to open a job request with the contractor
to bury the line at Mr***’s addressI was advised that the order/ticketing system is having errors flowing the order/tickets through. *** contacted Mr*** and advised of the system issueHe advised Mr*** that if the system issue is not resolved within the week he will place a manual order and contact him with more information 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 situationAs Area Plant Supervisor *** had made contact and is now the point of contact for Mr***’s issue, CenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response /* (1000, 4, 2015/11/23) */
I have received and reviewed the Revdex.com complaint from *** regarding a modem and tech dispatch chargeI have reviewed the account history,bills and notes on the customers closed account Based on the trouble and repair
history supporting the customers complaint I have adjusted the tech dispatch charge and refunded the cost of the modem & shipping $credit to the accountSince the account is closed the customer will receive a check in the mail within the next days for this amountCenturyLink would like to apologize for the time,expense and frustration this situation has caused
Sincerely,
Mr.***
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 6, 2015/11/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Internal notations on the account indicate that in August of 2013, the customer contacted CenturyLink and agreed to a month extension of the services and pricing in place at that timeIt specifically says that *** *** was notified of the terms and conditions including the TLA (Termination Liability Assessment) should the service be terminated prior to August In the three months prior to the customer porting the number(s) to another carrier there were some issues on the line that were addressed by a our repair departmentIn lieu of the issues the customer had with the lines CenturyLink as a courtesy to the customer will adjust for the balance of the required tem based on the month termSince the porting of the services would be the date termination actually occurred it amounts to approximately 24ths months were honored or approximately two thirds of the required commitment to avoid the penaltyThis amounts to $and the reference number for this adjustment is #*** and leaves a balance due of $This is not an adjustment for service issues this a courtesy adjustment provided the customer based on the many years the customer used CenturyLink/*** servicesCenturyLink 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

I have reviewed the complaint from *** regarding a request for a deposit refundI reviewed the account showing this issue has been resolved the refund was processed on 9/27/back to the card that was usedIf for some reason they did not get this refund they can call our Credit Department for a
payment investigation ***. We apologize for the delay in granting this refund.Sincerely,***

12/19/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon receipt of Ms***’s Revdex.com complaint, I reviewed all repair report calls and found that all calls were to customer service
regarding billingWhen I look at the account before it disconnected, Ms***’s internet was trained at 15meg on their 12meg service. I also reviewed the call for disconnections and found that Ms*** was misinformed of the amount of the early termination feeThe agent state it would be $however it was $due to the length of the contractual agreement. On 11/23/2016, an escalations agent had already corrected this issue with a credit in the amount $As Ms*** had already paid the balance in full, she will receive a refund check shortly for $to the address on this Revdex.com complaint. 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 was already resolved, CenturyLink has closed this complaint. Sincerely,
*** ** ***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: There isn’t any way to determine at this point whether it he issues the customer is having or had can be validated when the services are not liveThe issue could very well have been on either the customer’s side or the somewhere else in the circuit but it’s after the fact and though the customer claims that the services suffered as a result, without the ability to actually dispatch a technician or troubleshoot the issues, adjustments are not appropriateWhile CenturyLink appreciates and respects the customer’s opinion, there isn’t anything new or compelling in this rebuttal that warrants further considerationSincerely, Sincerely, *** *** 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 and found the following: The first bill had days prorated services and a month in advanceAdditionally, the first bill contains one time charges for internet activation at $19.95, modem
lease fee of $9.99, CenturyLink $ ease and pro-rated + one month’s taxes fees and surchargesThe customer did not sign up for the autopayment and paperless billing within the first thirty days as is required to get the additional $monthly discountThis resulted in the additional discount being removed and because there was no payment made on the first bill prior to it being due the account incurred a late fee of $The third bill carried a balance forward of $which was paid on November 17th, An Adjustment in the amount of $was issued as a courtesy to the customer based on the customer’s claim that she was not expecting the first bill to be as high as it was even though all the charges were correctAt this time the customer still had not met all the criteria regarding the peerless billing and autopayment and as such was still not receiving the additional $in discountsThe fourth bill reflects correct charges without the additional discounted amount as already notedThe fifth bill charges accordingly and the customer receives another adjustment in the amount of $claiming that the autopayment and paperless billing were not disclosedThis requirement whether disclosed or not is prominently displayed on every monthly billing statementThe sixth bill Charges correctly and the customer, now having signed u for autopayment and paperless billing is getting the additional discountsThe 7th bill reflects a late fee of $due the fact that the autopayment failed to go through on the due date resulting in a balance going past due and not until the 2nd attempt to auto withdraw the payment was the payment accepted (this does not invalidate the $late fee as the customers card failed to be approved and that is not the responsibility of Centurylink)Since the charges on the account are correct and the information regarding all that was charged for is line for line on the monthly statement is the responsibility of the customer to take the time to review the bill and the charges relative to the serviceHaving found nothing incorrect and having noted that the customer has been given adjustments to the account which actually exceed the amount that should have been issued, no further adjustments will be consideredIt is important that the customer be aware that unless the early termination fee that is applicable unless the month term was fulfilled there could be revised final bill that reflects this early termination feeAdditionally there was a return authorization issued for the return of the leased modem that needs to be returned with thirty days of the cancellation of service or it will be converted to a charge of $and added to a revised final billAt this time the modem does not show returned in our inventoryCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. 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 Our records indicate Ms***’s service was installed on August 24, 2016. The order did not include a technician installation, which would have incurred additional charges. Thus, the service was installed to the Network Interface (generally the box on the outside of the premise). It is the customer’s responsibility to get the service from the Network Interface to the jacks. A customer can hire CenturyLink or someone else to perform this service. The account was disconnected on August 29, The CenturyLink thirty-day a guarantee is for Internet service only and does not include the Home Phone. In compliance with Wyoming tariffs, Ms*** was correctly billed for one month of Home Phone service and non-recurring charges for the Home Phone. The August 29, Closing bill reflected a balance due of $and the September 28, Revised Closing bill reflects charges for Long Distance. Ms*** has paid CenturyLink for the amount due on both bills While Ms*** was correctly billed, a credit was applied to the account on October 17, for $for the payments that were received, in an effort to satisfy. Since the account is closed, a refund check will be generated and mailed. CenturyLink regrets any inconvenience Ms*** has experienced ***
*** *** ***

04/18/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, Ms*** had accepted a contractual promotional rate for yearsEach bill statement states a reminder
that the account is in a contractual agreement as shown from this clip of the bill statement: Savings Thank you for being a valued Core Connect customerYou have entered into an agreement to maintain this service until 09-04-If you remove this service before that date, your bill will be assessed an early termination fee up to $per line. Thank you for being a valued Unlimited Business Voice customerYou have entered into an agreement to maintain this service until 09-04-If you remove this service before that date, your bill will be assessed an early termination fee up to $per line. As Ms*** was advised of the contractual agreement on every bill statement and disconnected service before the contractual timeframe expired, CenturyLink finds the early termination fee to be sustained as validCenturyLink 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 *** *** ***, regarding a credit disputeAfter investigation of *** *** complaint it has been found that a formal letter will need to be sent to our corporate officeCenturylink*** ***
**
*** ** *** Requirements of the letter are as follows Full Name Date the inquiry was ran per credit report (we need the exact date) Statement requesting the removal of the inquiry 4. SSN ( Not required but helps quicken the process) Current address Signature and date Centurylink apologizes about the frustration encountered and appreciates the opportunity in assisting *** *** resolve his inquirySincerely, *** ***

CenturyLink appreciates the opportunity to review *** *** father’s account, under *** *** *** *** ***. Our records indicate the account was disconnected on December 23, 2015. Customers have thirty days to return the leased equipment or they will be charged the
purchase price of the equipment. When the equipment was not returned within thirty days, the account was correctly billed for unreturned equipment, as reflected on the February 7, bill. Per the notations on the account, the bills were returned to CenturyLink, as the address used on the disconnection order was invalid. Our records indicate the equipment was returned on March 29, 2016, well past the thirty day return period While the balance due is valid, an adjustment has been applied to the account, in an effort to satisfy. A credit for $was issued on September 6, 2017. The account currently reflects a zero balance due CenturyLink regrets any inconvenience *** *** has experienced *** CenturyLink Customer Advocacy

10/04/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** *** regarding early termination fees. Below are our findings: Upon research of Ms***’ CenturyLink account, I found offers for a $rewards card required customers to
subscribe to Phone, internet and TV (Ms*** subscribed to internet and Prism)The records reflect that Ms*** was offered a month $off standard rate for months and a $off bill credit (bill credit was received on the 03/28/statement) and a $rewards cardCenturyLink sent Ms*** a post card on how to redeem the $rewards card by the site provided on the post card and the guidelines and timeframe till the rewards card is issuedMs*** did not redeem the rewards card and unfortunately due to the length of time since the install and the fact that the account is disconnected, voids the offer. Ms***’ bill statements were consistent with the promotional offers and the timeframe of the promotional offers (months to months from the dates added)I found: Ms***’ bill did increase on the 07/statement due to an expiration of a months free HD promotional offerMs***’ 08/statement increased due to a month package promotional offer expired (was added after the 1st bill statement)Ms***’ 10/statement was increased due to a onetime charge for the pay per view “Red Zone”Ms***’ 12/statement was higher due to the month promotional offer expiring (prorated)Ms***’ 03/and 04/statements were lower due to prorated new term promotional discounts being added to both the internet and the Prism serviceMs***’ 08/statement was higher due to a onetime charge for a replacement remote control. I found no billing errors, all fluctuation of the bill statements were due to expiration of the promotional discounts, pay per view charges, remote control replacement fee and fluctuation of taxes, fees and surcharges. Upon review of the final bill and the revised final bill statement, I found that Ms*** was only charged for an early termination fee for the internet service CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’ issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationAs Ms*** was only charged for the internet early termination fee, CenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

09/19/2016 I have received a copy of the Revdex.com complaint filed by *** ***, regarding a billing dispute. Unfortunately, Ms*** did not provide her CenturyLink account number or the *** tracking number she mentioned within her complaintIn order to investigate her
complaint, I will need the CenturyLink account number and the *** tracking numberOnce I have the necessary information I will be able to investigate her concernsCenturyLink apologizes for any frustration Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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

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 Our records indicate the modem has been returned and an adjustment applied to the account. A credit for $was issued on August 11, 2016. Ms***’s account currently reflects a zero balance due. CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

I have reviewed the closed account it was adjusted to a zero balance on 8/5/this billing issue has been resolved the account is closedWe apologize for the delay in resolving this billing issue and certainly understand the customer's frustration caused by our order error.Sincerely,Mr.***