CenturyLink

I have reviewed the customer's account and billing history it seems she was misquoted for the est of $including taxes fees and surchargesShe has been getting adjustments for the past months and is in month of of their promotionSince we don't have any additional discounts to offer I have adjusted $off for the last two months of their agreementThe $credit was posted today and will show on the next billThe customer's year promotion is over next month they can check with our Retention Department to see if we have any new promotions available at that timeWe apologize for any misinformation and frustration this billing dispute has causedSincerely, [redacted]

CenturyLink appreciates the opportunity to review Mr [redacted] account, [redacted] *** Our records indicate Mr [redacted] ordered Internet service via our online application on October 17, He was quoted 80Mbps speed at a $promotional rate This promotion expired on October 18, When the service was installed on November 1, and it was determined 80Mpbs was unavailable, an order was written to change the speed to 40Mbps Because the promotion had expired, the promotional rate was lost CenturyLink is working on adding the promotion discount back to Mr [redacted] account Credits for the difference in rates have been applied to the account Mr [redacted] is a valued customer and I apologize he was not treated in this manner CenturyLink regrets any inconvenience Mr [redacted] has experienced Margaret CenturyLink Customer Advocacy

I have reviewed the complaint from [redacted] regarding payment issue on their account I reviewed the account history showing the customer has had two returned checks 11/23/& 12/16/I'm not sure if the account numbers were wrong or if it was a balance issueThis is the reason the customer has had billing issues and charged late & restoral fee over the past few monthsAs a courtesy I have adjusted the restore and late fee The $credit will show on their next statementIf they need to update or verify their payment information they can check with our credit department [redacted] The customer was advised to add and maintain auto pay and paperless billing required for some discountsSincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ 07/10/ CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Mr [redacted] 's Arizona CenturyLink account, I did not find access into the Arizona address account until 04/29/I did verify the Washington account and I did find a request to restore service at that address on 04/02/ I placed a disconnect order on the Arizona address account with an effective bill date to 04/02/Mr [redacted] 's final bill will be sent approximately to business days after the order is completed on 07/13/We will send Mr [redacted] 's final bill to the following address: [redacted] , [redacted] S [redacted] Ritzville, WA XXXXXI do have an order number confirming the changes that we have madeIt is D XXXXXXXX I apologize for any inconvenience this may have caused Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ I apologize for the inconvenience and concern caused by this matter The billing and PRISM issues were handled via the executive office per an officer escalationThey have advised all issues have been resolved to Mr [redacted] 's satisfaction [redacted] Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have tried for months to resolve this issue with more than hours of my time investedEach month I am told it is resolved and it never has beenThis time I escalated it to executive office of CEOI once again have been assured the issues are resolvedIf the company adheres to what they have told me, it will be resolvedHowever, as stated, I have danced this dance for months so only time will tell if it is actually resolved

05/25/CenturyLink has received a copy of the Revdex.com complaint filed by Name Below are our findings: Upon research of the account found at the address and phone number provided by [redacted] , I found she is not an authorized party on the accountPer CenturyLink CPNI federally mandated verification process, CenturyLink can only give information, make change or other assistance with an account, to the account holder or pre authorized personsTo authorize a person on an account, the account hold must contact CenturyLink at [redacted] (billing department), go through the verification process and then request to authorize a person to the account (account hold will be required to supply the full name and contact number of the person being added as authorized to the account) I advise the account holder contact CenturyLink repair at [redacted] for assistance with this accountCenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 trainingWhen the customer applies for the pre-paid CenturyLink simple accounts it does not run a credit check but it does run an internal audit against the customer’s name, address and social security number providedThere are three different problems with the complainant’s eligibilityThere is recent outstanding bill at the address listed in but in someone else’s nameDue to CPNI (Customer Proprietary Network Information) Rules I cannot discuss the name or account of the person that is associated with that outstanding billThis is considered and indebted household even if doesn’t belong to the current applicant; it’s tied to the addressThe outstanding final bill from a different location that appears to be associated with this customer has a balance owing of $The complainant needs to call 800-990-to dispute the association with the bills for the accounts in question and if the credit services team can verify there isn’t any connection between the current complainant and these accounts then the customer can call 800-238-for assistance completing the CenturyLink simple account CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

I have reviewed the Revdex.com Complaint regarding a billing dispute on a closed accountI checked the closed account and show the credits have been issued as of 7/21/the account now has a zero balanceWe apologize for the delay in this resolution understanding how frustrating this avoidable situation has been for the Customer.Sincerely,Mr[redacted]

I have reviewed the complaint from [redacted] regarding a billing dispute and return label requestI reviewed the account billing history over the past year showing the customer has several restoral and late fees due to not paying the full amount of their bill by the due date creating a much higher bill than expectedBased on the notes it shows the customer recently renewed their service agreement for another month promotion when their initial service agreement expiredThe account is currently interrupted due to non payment if they would like to disconnect the account and be issued a modem return label they would need to speak to our disconnect department [redacted] We apologize for any frustration this dispute has caused.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/08/26) */ 08/26/ CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: CenturyLink understands and apologizes that Mr [redacted] is experiencing issues with his CenturyLink High Speed Internet serviceThe DSL device that serves Mr [redacted] has reached full capacity due to increased demand for CenturyLink High Speed Internet servicesIn order to prevent any further issues, we have taken proactive steps to stop processing any speed upgrades and new HSI installs for customers which are/would be served from the device that Mr [redacted] is served from Unfortunately, CenturyLink currently does not have an active estimated time to upgrade the area to help alleviate peak bandwidth congestion on this device In regards to the monthly rate Mr [redacted] is charged for his service, he is currently subscribed to: CenturyLink's standard rate for up to 1.5m = $ discount = -$ discount = -$ Total = $(before taxes, feeSurcharges and leased equipment) The router that Mr [redacted] is leasing from CenturyLink is billed at $which is a standard leasing fee that is an optional feeMr [redacted] either lease the equipment for $a month (plus taxes), purchase equipment from CenturyLink for a onetime fee of $(plus taxes) or [redacted] purchase from a third party company (i.e [redacted] ***-***, [redacted] Please understand CenturyLink may not be able to support or troubleshoot third party equipment Unfortunately, CenturyLink only offers credits for out of service when the service is non-functioning for a full hours and must be reported to CenturyLink internet help desk (X-XXX-XXX-XXXX) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notationsAs a courtesy, I have applied a onetime courtesy credit of $to Mr [redacted] 's CenturyLink accountI would recommend that Mr [redacted] call to CenturyLink customer service for an account review as CenturyLink does offer promotional rates for existing customers however they do usually require a to month verbal contract and may require auto pay I apologize for any frustrations this may have caused Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/08/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept that this response is the only one we will receive from CenturyLink, as it appears to be a standard response to any customer who has a similar complaintTheir inability to publish their plans to upgrade our specific rural area is an example of the effect of no competition in the broadband marketCenturyLink has, I believe, no plans to upgrade our rural area service, which is the only way they can offer the speed levels they advertiseOur response will be to acquire a third party router, to accept the offered $credit as acknowledgement of poor service and to wait for the promised upgrades or an acceptable substitute providerI have no personal animosity against CenturyLink as a business, and I hope this complaint will not lead to increased throttling of our present service

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 When can I expect to receive the credit memo in the mail? Thank you for your time, have a wonderful weekend Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/10/29) */ 10/29/ CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] ***Below are our findings: Upon research of Mrs***'s CenturyLink account, I reached out to the CenturyLink support escalations team and was responded with the following: "We talked to Mrs [redacted] at 2:pm CST on 10/28/and she stated that their email issues have been resolvedThey had called IHD on 10/23/and talked to [redacted] (ABXXXXX)The customer said [redacted] did a wonderful job resolving the customer's issues by setting up mail filters for the webmail and should be commendedWe sent over a commendation to the agent's supervisor." Mrs***'s can review our online help section regarding spam messages and how to report spam messages if they are sent to her CenturyLink.net email addressI am providing the below web address where Mrs [redacted] can visit online on CenturyLink.com to learn more information and how to report the spam messages CenturyLink Help Site: http://internethelp.centurylink.com/internethelp/ [redacted] .html Also Mrs [redacted] may get tips from the [redacted] to reduce the amount of spam: [redacted] I apologize for any inconvenience this may have causedHowever, as this issue has already been handled CenturyLink finds this issue to be resolved Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, [redacted] DID resolve this problem for me, after trying to get someone to satisfy my needs for nearly weeks prior to thatI appreciate the way [redacted] handled this and resolved it so easilyAlso, thank you to [redacted] , who followed up with a phone call the following weekThank you Revdex.com for your assistance

To whom it may concern: I have received and reviewed the Revdex.com complaint and found the following: Unfortunately, the calls are only kept for limited amount of time and it is not available to reviewThat said the customer initially signed up for a month promotional service and in order to get the discount associated with said promotion there is a month term commitment that is applicableEven if the consultant did not make this clear or somehow the customer misunderstood the following information is sent to the customerPrior to the bill an usually within just a few days the customer is mailed all the particulars regarding what the customer ordered including the terms and conditions of any promotional pricing ordered for the respective service and any terms or penalties for not fulfilling said requirementsIn additional to this, on every monthly statement it states clearly the following: “High-Speed Internet w/o AutoPay & Paperless Bill Term Commitment Month of 12” “High-Speed Internet w/o AutoPay & Paperless Bill Term Commitment Month of 12” “High-Speed Internet w/o AutoPay & Paperless Bill Term Commitment Month of 12” Each month the statements also include the following information: “When promotional discounts expire, the monthly rate will change to the standard rate.” “Discounts are given one month in advanceYour bill may include a partial month and a month in advance of billingProduct changes may result in a charge for unused discounts previously given.” “You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 06-18-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill.” It is incumbent upon every customer to review this information and to alert Centurylink to anything that the customer feels is not correct or was not explained to the customer’s satisfaction in a reasonable amount of time so that these things can be addressed right awayWhen a customer pays the bill every month as they should it is another validation that they have read their bill and agree to what is on the bill or they could have disputed it previously ad avoided future misunderstandingsNotations clearly indicate the customer did not dispute this fee until the customer decided to change carriers which is not a valid reason for waiving the feeCenturyLink 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

I have received a copy of the Revdex.com complaint filed by Mr [redacted] ***, regarding his billing I have reviewed his account and found the following: After review of the account, Mr [redacted] last contacted technical support on May 29, The issue appears to have been resolved that day I have asked that our High Speed Internet support team test the line on February 24, A manager has left a message for Mr [redacted] and a dispatch is scheduled for February 25, With testing it looks like Mr [redacted] has experienced some issued with his service this monthI will adjust a month of High Speed Internet service as a matter of customer satisfactionIn the future, Mr [redacted] should reach out to our High Speed Internet technical support team at [redacted] to make us aware of any issue he is experiencingSincerely, Ms [redacted]

CenturyLink appreciates Mr [redacted] writing regarding his recent experience with our company I regret to inform Mr [redacted] that he did not include sufficient information for CenturyLink to conduct an investigation I was unable to locate the [redacted] order Mr [redacted] provided Due to the age of the order, it has aged out of our systems In the Revdex.com complaint, Mr [redacted] indicates he has the assigned account number, the payment confirmation number, and his credit card statement If Mr [redacted] could provide this information, I should be able to locate the deposit The credit card statement should include a transaction id, which is what is needed Any other information he can provide would be helpful I regret any inconvenience this may cause [redacted] Customer Advocacy Group

CenturyLink appreciates the opportunity to review Mr [redacted] account, [redacted] *** Our records indicate the account was suspended for non-payment on July 13, At the time the service was suspended, the balance due was $ Mr [redacted] spoke with a representative on July 29, An order was issued to disconnect the account The representative agreed to put a July 25, effective bill date on the order The effective bill date would credit previously bill charges back to July 25, 2015, which was the date the last bill was generated A July 25, Closing bill was issued, which reflects the credit I have attached copies of Mr [redacted] May, June, July, and Closing bills for his review Our records do not indicate Ms [redacted] requested the disconnection of his account until July 29, Nor is there any record that the representative he spoke with on July 29, “would take care of the full charge”, as indicated in Mr [redacted] Revdex.com complaint The balance due on the account is valid and has been sustained [redacted] CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from [redacted] who is disputing his final bill on his closed accountI have reviewed the account and show we billed [redacted] on Dec 13th for a month in advance to Jan 13th $The customer didn't pay that bill and called in on Dec 29th and canceled their service which was done Dec 31st we credited the account back to Dec 31st on per day basis for unused serviceThis created a credit on the final bill of $reducing the $balance due to $for service received Dec 13th-Dec 31stI hope this explanation helps [redacted] understand why he has a final bill that needs to be paid there are no notes supporting the claim they would get a credit for the unpaid balanceWe apologize for the time and frustration this billing dispute has caused.Mr[redacted]

CenturyLink is unable to give Mr [redacted] a different rate than other customers who have the same Internet speed When Mr [redacted] spoke with a representative on January 18, 2017, a $twelve-month promotional discount was added to the account In addition, Mr [redacted] received a $credit to satisfy The new discount is reflected on the February 7, bill Mr [redacted] ’s original promotional discount ($without Auto Pay and Paperless Bill) expires in February As reflected on the monthly bill, his term commitment expires on February 23, While CenturyLink would hate to lose a customer, Mr [redacted] can disconnect his service without penalty, if another provider might better suit his Internet needs [redacted] CenturyLink Customer Advocacy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12729584, and find that this resolution is satisfactory to me Thank you for all of your help Sincerely, Marvin ***

WE have reached out to [redacted] s account t manager for resolution to the matter that has been presented by the customer for their listing issueAfter investigation we have concluded that CenturyLink has performed the necessary steps and actions to submit the listing to [redacted] to be listed and [redacted] has failed to get the business listedI have included the summary of events from the account manager belowIn May of 2015, prior to my handling this customer, the Sales Manager, Chris E [redacted] confirmed with Voip Listings [redacted] under account # [redacted] is listed as [redacted] of [redacted] *** I became the Relationship Manager and spoke with the customer, [redacted] , November when she advised me her number was listed incorre***y in the white pages and not listed in the yellow pages at all We both researched to engage Megan P [redacted] who handles her [redacted] listing [redacted] did in fact blame *** In July 2017, the customer said her information was still incorrect thus I filled out a new Directory Listing to ensure the correct information is associated with her account in the phone book which is the process I would follow for any new customer moving their phones to VoIPMegan from [redacted] responded in Nov that [redacted] would not cooperate with [redacted] and put in the correct number in the DLIS which is what entitles the customer to a free listing In Dec I engaged our Voip Listings again with this DLIS situation and on Dec 8, Kevin H [redacted] of that group said the request was complete On December 18, I contacted the customer to inform her that her DLIS request was in fact completed Her last correspondence to me on Dec 20, 2017, was simply a rant that this was ***’s fault There was no request for further communication or specific action.Sincerely, MrC [redacted]