CenturyLink

03/09/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings: Upon receipt of Mr***’s Revdex.com complaint, I requested that CenturyLink’s escalation repair contact him to assist with the issuesI was advised that records show that there was only phone call to CenturyLink repair about issues on 02/09/and a repair ticket was submitted with a due date of 02/14/ Mr [redacted] had contacted CenturyLink customer service requested out of service credit and was issued a courtesy credit of $(roughly days of out of service)The escalation repair agent was able to contact Mr [redacted] who advised that the repair actually completed on 02/13/(days of reported out of service)Mr [redacted] requested more credit than just the days of reported out of service creditThe escalation repair agent issued an additional $(roughly days of out of service)In the future Mr [redacted] must be advised that CenturyLink only offers credits for out of service when the service is non-functioning for a full hours and must be reported to CenturyLink repair ( [redacted] ) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notations It is customer responsibility to notify CenturyLink when service is not working in a timely mannerCenturyLink 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 Mr***’s service has been repaired and his account has been issued out of service adjustments in excess of the reported timeframe of the issue, CenturyLink has closed this complaint with no additional credit adjustments being warrantedSincerely, [redacted] Consumer /Small Business Sales and Care

CenturyLink appreciates [redacted] writing regarding her recent experience with our company I regret to inform [redacted] 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 [redacted] ’s name Once this information is received, CenturyLink will be happy to investigate the complaint [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because: this still does not resolve the issues with the transfer of service or the features on my account, which I have contacted you about about since the change in serviceIt seems like you pick and choose what you think the issue is rather than actually call or contact the customer for resolution Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 4, 2015/06/30) */ CenturyLink appreciates Ms [redacted] giving us the opportunity to review the handling of her accountAt CenturyLink we strive to provide outstanding Customer Service and her comments are appreciated plus utilized to enhance our training Based upon review of Ms [redacted] 's CenturyLink account records indicate the order was cancelled, however she was billed an Early Termination Fee along with activation chargesThe following charges were adjusted on June 16, based on CenturyLink recordsCurrently the statement reflects a zero balance One Time Charges [redacted] Standard Install [redacted] Penalty For Early Termination [redacted] HSI Activation Fee Total One Time Charges $ I apologize for any inconvenience Ms [redacted] has encountered as we want every encounter with our valued customer to be a pleasant experienceShould Ms [redacted] have any additional problems regarding the statement in question she can email me directly at [redacted] @centurylink.com and I will be more than happy to assist her Regards, [redacted] Customer Advocacy Manager Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 9, 2015/10/26) */ CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her account, XXXXXXXXXI would like to apologize for the less than exemplary service that Ms [redacted] feels she recently received from CenturyLink A Broadband Escalation Representative has checked Ms***'s DSL serviceThey found no issues with the line or any pattern of issues with the service calls to supportIn the past few months, there have been service outages in Ms***'s area, several of which were for routine maintenanceIf Ms [redacted] was active during our maintenance window, this may be part of her issueMaintenance is not always customer affecting so it is difficult to determine if Ms***'s issue is related without a call to support In an effort to satisfy, the Broadband Representative has issued a month of credit for Ms***'s Internet serviceThis credit should be reflected on the November 6, billIf Ms [redacted] is experiencing problems with her service, she is advised to contact CenturyLink repair to report the issue so we can accurately troubleshoot the issueWe can then isolate if her issue is related to an outage or another issue CenturyLink apologizes for any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 4, 2015/08/05) */ CenturyLink appreciates Mr [redacted] giving us the opportunity to review the handling of his accountAt CenturyLink we strive to provide outstanding Customer Service and his comments are appreciated plus utilized to enhance our training Upon review of Mr [redacted] 's CenturyLink account, records indicate his phone number (XXX XXX-XXXX) was ported to another provider on June 24, which left the DSL services with CenturyLinkThe phone number was released however the DSL remained requiring a new account number (XXX XXX-XXXX) to be providedOn June 30, an order DXXXXXXXX was issued to remove the DSL services where all CenturyLink services were terminated The June 18th statement reflects credit for CenturyLink Services as we bill one month in advance, however, [redacted] bills one month behind when it is bundled with CenturyLink Mr [redacted] has been provided credits for his services which reflected on the final statement dated June 18, as follows: CREDIT FOR MONTHLY SERVICE PREVIOUSLY BILLED FOR OLD NUMBER FOR DAYS ON TOTAL OF FROM JUN TO JUL 10.20C CHARGE FOR MONTHLY SERVICE PREVIOUSLY BILLED FOR OLD NUMBER FOR DAYS ON TOTAL OF FROM JUN TO JUL CREDIT FOR SERVICE PREVIOUSLY BILLED FROM JUN TO JUL 17.30C However, the [redacted] TV charges reflected the bill date of June 5th thru July 4th When I spoke with [redacted] TV today, I was advised Mr [redacted] cancelled his services with [redacted] TV on June 19th, Based on the June final statement [redacted] TV credits were provided on the account showing: ADJUSTMENTS & CREDITS 06/07/CHOICE XTRA CLASSIC 42.39C PARTIAL MONTH CREDIT 06/07/ADVANCED RECEIV5.33C PARTIAL MONTH CREDIT 06/ADDITIONAL TV 3.47C 06/PRIMARY TV 3.47C TAXES SALES TAX .54C CREDIT BALANCE 51.73C THANK YOU FOR USING [redacted] The current amount due on the CenturyLink statement reflects $ which I have provided a credit leaving the account at a zero balanceHowever, CenturyLink has provided all applicable credits to Mr [redacted] I apologize for any inconvenience or misunderstanding as Mr [redacted] was a Valued CenturyLink CustomerBased on the dates of services all applicable credits have been posted to the account Regards, [redacted] Customer Advocacy Manager Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed the customer's reply regarding their internet service and new modem requestI show our Internet Escalation Team contacted the customer on 8/16/advising the customer they do not need a new modem they are receiving full speed of mbps download and mbps upload speedsIf the customer is experiencing problems on their end they can contact our 24/Tech Support [redacted] or use our live chat help option on our website www.centurylink.com.Sincerely,Mr[redacted]

CenturyLink appreciates Ms [redacted] giving us the opportunity to review the handling of her accountAt CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our trainingUpon review, I verified the service was never usedThe service has been disconnected with all charges have been adjusted to zeroI apologize for any inconvenience CenturyLink may have cause Ms [redacted] [redacted] CenturyLink Customer Advocacy Group Tell us why here

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: After acquiring the results of the last weeks data regarding the service to the customers address the following statistics were compiledAt the point of demarcation, the network interface on the side of the house, the stats do not concur with the information in the complaintThese statistics are as follows: The customer is getting 112% to 117% of the service paid for and between 99% and 112% of the 1.5M provisioned at any given timeThe condition known as “Bandwidth Exhaust” is not related at all to additional servers on a network so not sure where that information came from but it’s not applicable in an “Exhaust” situationWhen the equipment that provides internet to a particular address is in an exhaust state it is the remote terminal or DSLAM that is out of capacity that may experience exhaust at times of very high volumeIn this instance, that is not the case and more likely is caused by the rather low speed available to the customer’s location which is dependent on a number of different factorsThis customer is served by an older ADSL circuit and due to the distance to the premise is limited to the speeds they receiveCenturyLink evaluates the need for upgrading any given area for higher speeds or capacity upgrades on a regular basis but does not disclose this information as it is considered proprietary network marketing informationIf the customer is in need of a higher bandwidth or speed to accommodate a need that may exceed what Centurylink is currently able to provide at this time, there are various other service providers that may be able to provide such speed or bandwidthCenturyLink 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 reviewed the two closed accounts it seems there was some confusion when the customer called in to cancel with us as they wanted to port their number over to another providerThe account was disconnected on our side preventing the number from being ported to the other provider it has to remain active for the transfer to happenBoth account have a zero balance we apologize for the error and frustration this situation has causedIf the customer has any additional questions I'm happy to help.Thanks,***

(The consumer indicated he/she DID NOT accept the response from the business.) I acknowledge that there is no record of employee access before 10/22/15, as that is really the crux of my complaintI have attached a copy of my customer service chat with Centurylink from 9/22/and a copy of my cellphone bill which includes the record of my minute phone call with Centurylink customer service on 8/28/ I am happy to finally have my account disconnected, but I don't feel I should be penalized due to Centurylink's poor customer service recordsI would like charges backdated to my initial contact on 8/28/(Centurylink Chat)

CenturyLink appreciates the opportunity to review Ms [redacted] ’s account, [redacted] Our records indicate Ms [redacted] spoke with a representative on September 10, 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 [redacted] 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 [redacted] has experienced [redacted] CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from [redacted] regarding a service agreement and early termination fee disputeI have reviewed the customer's closed account showing they were on a promotion receiving a $in exchange for a term commitment of service The customer has paid the revised final bill on October 13th the account has a zero balance we apologize for any confusion this dispute has causedSincerely, [redacted]

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 Sincerely, *** [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: This customer’s order initially was done through a third party; ClearlinkWe do provide feedback to the various third party vendors that resell or indirectly sell Centurylink productsIn these instances we cannot provide the feedback or discipline that might insure after providing such information to these companiesThat is not to say there isn’t anything that won’t or already has occurred but to collective bargaining, safe harbor agreements personal identification disclosures this information is not provided to the publicSubsequent to this order and billing the customer called in to see why there was still an amount owing and the amount owing was adjusted to zeroThis occurred due to the initial cancelation not being bill dated back to the original installation ate on the orderAt this pint there isn’t anything further that can be addressed as all the billing, service cancellation and appropriate actions have been taken to insure there isn’t any adverse affect on the customerCenturyLink provides that this is sufficient to close this complaint as resolvedCenturyLink 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 Ms [redacted] , regarding a service disputeAfter investigation of Ms [redacted] 's complaint we would like to apologize for the confusion and frustration encounteredHowever Centurylink does not make outbound call soliciting services etcOften times companies such as long distance providers may make it seems like they are the provider because they are able to provide their third party services via the providerCenturylink does not share information with solicitorsIf they have a consumers information they are getting it another avenue as Centurylink does not share or sell any informationCenturylink apologizes for the frustrationSincerely, [redacted]

I have reviewed the customer's reply and see the account was disconnected and backdated to 6/23/has shown on the final billI also show the customer was given a $credit and an additional $off per month due to the misquote of the monthly rateWe apologize for the misquote and time spent trying to get this resolved we certainly understand how frustrating that would beSincerely,Mr[redacted]

Complaint: [redacted] I am rejecting this response because:No effort was made by Ms [redacted] to acknowledge the problems with her and her employer's modus operandi It is not of the utmost transparency to reserve “the right to make rate increases without notification to any product or CenturyLink surcharge." It is not of the utmost transparency to charge an additional fee to “deflect the costs associated with building and maintaining the CenturyLink broadband network.” And it is not of the utmost transparency to instruct your Customer Service representatives to explain to consumers that said fee is in fact a government-imposed tax CenturyLink’s Internet Cost Recovery Fee is the equivalent of [redacted] charging a Materials Cost Recovery Fee on a pair of jeans in order to “deflect the costs associated with building and maintaining the [redacted] Corporation.” Give me a breakThis response further solidifies, in a public realm, the hubris with which CenturyLink operates My initial request that the Internet Cost Recovery Fee be reduced once more to $from $has been denied Nevertheless, I reject Ms [redacted] response because I request that CenturyLink view its customers’ concerns over taxes and fees, particularly the Internet Cost Recovery Fee, as founded concerns I also request that Customer Service representatives be instructed to reveal the true nature of the Internet Cost Recovery Fee to inquiring customers and to no longer paint the fee as a government-imposed tax Lastly, I request that greater effort be made to inform customers of fee hikes This implies going above and beyond a mere notification on an eStatement Thank you Sincerely, [redacted]

CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her account, [redacted] *** I would like to apologize for the less than exemplary service that Ms [redacted] 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 [redacted] has been working with an Escalations Representative New promotional discounts have been added to the account and are reflected on the December 13, bill A credit for $was issued on December 1, and is also on the December 13, bill Ms [redacted] is a valued customer and I apologize she was not treated in this mannerCenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because: Centurylink is doing nothing to fix the problem in this area, at all! My speed last night was mbps downloadI can not even send or receive email at that speedIf I try to send an email it takes multiple triesAlso, what does the rate I'm paying have anything to do with my complaint? We are talking about supplying a service "somewhat" close to what you are claimingIf you go to a car dealership and buy a car you expect it to have an engine ...RIGHT?? If you can only supply less than 10% of what you claim to be offering, in my book that is THEFT!!!!! As far as I'm concerned is that Centurylink is just an outfit that takes advantage of its customers in rural areas and has no intention of fixing the problem because we are so few, just keep taking the money and supplying very littleI in no way except this lame excuse to my complaintAs far as I'm concerned they are lying about the test speedsIf the speed they are getting is that, then I guess myself and all my neighbors are liars like themI also had a repair issued for an exposed cable in my creek bed after a heavy rainPut in a work order, never heard another word about itI buried it myself with a shovelNext big rain it will come up again and I am NOT going to fix it Sincerely, [redacted]