CenturyLink

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: In October of 2014, the customer’s previous promotional discount expired resulting as stated clearly on the bill that the amount would return to the chargeMany notes on the account indicated that the customer called in about this time to inquire as to the rate increaseThe customer consistently paid the bill late and as a result finally was suspended for nonpaymentWhen the customer called in to see why, it was all explained and the customer was given a $adjustment and offered a new promotionThis new promotion was to include paperless billing and automatic paymentThis was explained to the customer, accepted by the customer and noted on the account on October 23rd, The customer is familiar according to all the notations on the account with the requirements for this pricing and did not fulfill their end of the promotional requirementsIf the customer would have complied with this requirement the customer having been given an additional $discount from the retention department would have actually only had a bill for the internet service f plus taxes fees and any applicable chargesIn November, due to another large balance gone unpaid on time, the customer was again suspended, the charge waived and again all was explained to the customer as to what was needed and why this continues to happen on the accountJanuary 2015, No paymentFebruary 2015, No payment March, No payment April 2015, No payment but an adjustment to the account due to the customer calling in and disputing the rate previously billed in the amount of $May, 2015, No payment June, 2015, No payment, July, Payment in the amount of $which only covered part of the previous months balance carried forward of plus new charges of $and left a balance forwardAugust, 2015, payment of $which again leaves a large balance carried forwardSeptember,2015, Payment in the amount of $and a CenturyLink adjustment of $when contacted by the customer and again as noted on the account advised as to why this keeps happeningThis still left the current charges of due and unpaidOctober, 2015, no paymentNovember, 2015, No paymentDecember, 2015, No payment January, 2016, No paymentFebruary, 2016, no paymentMarch, 2016, No payment March was the final bill revised for an adjustment given the customer (though actually not entitled to this adjustment) of bring the past due balance on the account to for services rendered but not paid forThe customer cannot claim they were not made aware of the criteria to meet eligibility for the promotional pricing offered as it was explained several times prior to the customer not paying the billCenturylink has already gone the extra mile to accommodate the customers consistent late payments and even offered and gave adjustments to the account that were not warranted due to the customers payment history, not anything that CenturyLink causedIf the customer wants to reestablish service this outstanding balance will need to be paid prior to any new service being provided and because of the past history of late payments or non payments on the account a deposit may be required as wellCenturyLink 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

To whom it may concern: I have received and reviewed the complaint and found the following: In order for the monthly reoccurring charge for the stand alone high speed broadband to rate at the quoted, the customer needs to fulfill the paperless billing and autopayment requirements which lower the cost from the $It Is billing at now (all quoted prices are prior to taxes fees and surcharges) Once the customer signs in to their myaccount page and set up both the paperless billing and autopayment features, the bill service will charge at the promotional rate quoted Since autopayment is required, it negates the concern regarding the convenience fee to pay on the account via the method described in this complaint CenturyLink 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

Initial Business Response / [redacted] (1000, 5, 2015/08/01) */ To whom it may concern: I have reviewed the customers' complaint and found the following: CenturyLink would like to apologize for the time and trouble it has taken the customer to get redress concerning the final bill issues I have had the adjustment issued and have notified the collections to cease and the credit agencies have been notified of the error and will have the hard hits if applicable changed to soft thereby negating and negative effects the customer have incurred CenturyLink 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 Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your responseI have reviewed the information supplied and am pleased to see that most of what I have asked for has been resolved I would still appreciate getting a final bill with the balance of $so I can keep that with my recordsHowever, I will keep this response as an official document proving that I no longer have any debts to Century Link Thank you

12/16/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Ms [redacted] ’s CenturyLink account, I found records that Ms [redacted] was not advised of the early termination fee associated with the term promotional discount she had agreed toI had the balance removed from collections and any credit reporting that may have occurred then credited the early termination fee resulting in a zero balance CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms [redacted] ’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationCenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 complaintThe Name, the address and phones listed in the complaint did not return any account information and we cannot query the information from the [redacted] account number providedThat said, any charges that were billed for [redacted] on the Centurylink bills are always paid in advance on behalf of the customerIf on the bill the customer received the charges are all for [redacted] they will also be dated for the period of time that they would have had services provided by [redacted] and will not overlap the time billed directly from [redacted] They customer should note the dates on the final bill from CenturyLink and the first bill received from [redacted] after the deconsolidation of the billing and they will most likely see that there is no overlap and that the charges are valid [redacted] charges for the specified timeIf 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 belowPlease have the customer provide the account number or phone number and the service address and any other info as is printed on the billCenturyLink 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, [redacted] Executive Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care [redacted]

CenturyLink appreciates [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 trainingUpon review, I verified [redacted] filed Revdex.com # [redacted] complaint on December 29, with the same combined billing concerns as the most recent filingThe complaint was resolved and closed on January 21, Part of the resolution was to have the separated billing for [redacted] combined with CenturyLink’s internet billingThe billing was never combined due to services being disconnected resulting into two final bills [redacted] was advised, both final bills have been determined to be validAfter further review all billing concerns with [redacted] , I agreed to credit back [redacted] for the CenturyLink final charges owed of $ [redacted] was advised the remaining [redacted] charges due will still need to be paid in full [redacted] agreed to contact the collection agent to pay the [redacted] final charges of $I apologize for inconvenience CenturyLink may have cause [redacted] [redacted] CenturyLink Customer Advocacy Group

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 trainingUpon review, I verified Mr***’s dispute has to do with DirecTV billing after CenturyLink removed the combined bundled billingDirecTV has advised Mr [redacted] all adjustments in concern will be refunded through DirecTVMr [redacted] paid the CenturyLink final billing in concern, the final owed balance has been satisfiedCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***JJ CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint form [redacted] regarding a billing dispute for an early termination feeI reviewed the account notes showing we already adjusted the equipment fees and the early term fee for the internet serviceBased on the short amount of time the customer had our service and couldn't get the same package at the new location I adjusted the $Prism feeThe remaining balance on the account of $is for service received and will need to be paid by the customerSincerely, [redacted]

I have reviewed the complaint from [redacted] regarding her billing address being incorrect causing her to be late paying her accountI reviewed the notes showing all late fees were adjusted with the exception of the first one which I credited as wellI have adjusted the current balance due $to the frustration and confusion caused due to delayed billing to the correct addressThe monthly billing amount is correct going forward if [redacted] needs to make any arrangement due to her billing and due dates that can be done through our Credit Department CenturyLink would like to apologize for the billing address error that caused this problem from the start.Sincerely,Mr.T [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/08/06) */ CenturyLink has received a copy of Revdex.com Case# XXXXXXXX and responds with the following: I have reviewed Ms [redacted] account and do see that it has been disconnected fullyShe had a balance due of $that I have credited CenturyLink apologizes for any frustration caused Sincerely, [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept their response to my desired outcome of the complaint (Desired SettlementID: Billing Adjustment: I want the account closed and a zero balance with a letter confirming this action.) However, if I receive any further bills from CenturyLink I will re-open the case This is the response from CenturyLink On August 06, 2015, the business provided the following information: CenturyLink has received a copy of Revdex.com Case# XXXXXXXX and responds with the following: I have reviewed Ms [redacted] account and do see that it has been disconnected fullyShe had a balance due of $that I have credited CenturyLink apologizes for any frustration caused Sincerely, [redacted] CenturyLink Customer Advocacy I take this response to mean that my account has been closed and credited of any and all charges billed to me per [redacted] [redacted] 8/11/

CenturyLink appreciates [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.After reviewing all concerns with [redacted] , I verified the account in concern was not disconnected prompting auto pay to continue pulling from [redacted] ’s bank each monthThe payments in concern have already been refunded back to [redacted] ’s bank resolving the disputed paymentsIn regards to [redacted] ’s account still being open, I assured [redacted] the account will be disconnected and back credited to May 6, The back credit difference will offset the final owing balance [redacted] is satisfied with the resolution and will contact CenturyLink for any further questions or concerns regarding this complaintCenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted] [redacted] CenturyLink Customer Advocacy Group

CenturyLink appreciates [redacted] giving us the opportunity to review our handling of his account, [redacted] I would like to apologize for the less than exemplary service that [redacted] 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 Due to the problems [redacted] experienced, CenturyLink has agreed to adjust all CenturyLink charges From the information provided by [redacted] , [redacted] ***’s [redacted] service was installed on October 12, and is still live, working account Upon review of all CenturyLink bills, [redacted] was billed $for his [redacted] service on November 2, CenturyLink bill Since [redacted] paid CenturyLink an $deposit, he would be responsible for $for his [redacted] service ($- $85) In an effort to satisfy, CenturyLink has issued an adjustment for the $due for [redacted] [redacted] ***’s account currently reflects a zero-balance due CenturyLink regrets any inconvenience [redacted] has experienced [redacted] CenturyLink Customer Advocacy

Initial Business Response / [redacted] (1000, 4, 2015/09/29) */ CenturyLink appreciates Mr [redacted] 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 [redacted] feels he 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 well Mr [redacted] 's account records were changed to reflect his Internet speed dropped from Mbps to Mbps on August 31, per a technician requestThe cost for both and Mbps is the same, $per month before taxes, fess, and surchargesSince both speed bill at the same rate, his request for compensation is respectfully denied Mr [redacted] disconnected his account on September 15, Upon review for the September 16, Closing statement, he was charged $for a Trouble Isolation ChargeIn an effort to satisfy, a credit for $was applied to the account on September 28, The account currently reflects a zero balance due CenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/10/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this resolution based on the above amount being larger than the request amount

CenturyLink appreciates [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 trainingUpon review, I verified the June bill in concern covered billing from June 1, through June 30, CenturyLink has not received payment for services rendered for the month of June [redacted] request for services canceled on June 30, therefore the billing in dispute is valid and has been sustained [redacted] was given full explanation for the charges on July 11, CenturyLink apologizes for any inconvenience or confusion this issue may have caused [redacted] *** [redacted] CenturyLink Customer Advocacy Group

CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his account, [redacted] *** I would like to apologize for the less than exemplary service that Mr [redacted] 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 Our records indicate Mr [redacted] agreed to place his account on vacation suspension on November 22, The order included a six-month promotional discount, which off-set the monthly cost for six months The account was disconnected on November 28, In an effort to satisfy, a credit for $was issued on January 18, The account currently reflects a zero-balance due CenturyLink regrets any inconvenience Mr [redacted] experienced Margaret CenturyLink Customer Advocacy

Complaint: [redacted] The gentleman was really a bully on the phone from the Denver office and was trying to put words in my mouthCentury-link over the last handful of year has gotten less customer friendly due to their business practices.After a long phone conversation I told him to leave the account as is since this is 3rd mo of so call agreement which I had no knowledge until last month, but also let him know that was not happy with the way the transaction was carried out by Century-Link Sincerely, [redacted]

CenturyLink has provided Mr [redacted] copies of his monthly bills from November to the February 25, Revised Closing bill, which Mr [redacted] has confirmed he received The monthly bills are Mr [redacted] ’s ‘Statement of Account’, as the bills reflect itemizes charges, payments received, and balance due The February 25, Revised Closing bills is the last bill printed, as the account has been closed As stated in previous Revdex.com responses, a payment for $was received on March 13, 2017, reducing the balance due to $407.13, the current balance due The $balance due is derived from the $total amount due on the February 25, bill less the $payment received on March 13, The payment for $posted the account in two parts, $and $85.69, as stated in the previous Revdex.com response In addition, the February 25, Revised Closing bill reflects the payments that were reversed on February 26, on page of Mr [redacted] can mail his payment to CenturyLink, PO Box 91155, Seattle WA 9811- The mailing address is also located on the monthly bills It is imperative that Mr [redacted] include the account number, [redacted] ***, with his payment Margaret CenturyLink Customer Advocacy

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 trainingUpon review, I verified service has been disconnected and all charges have been credited to a zero balanceI have provided feedback and requested for a full call reviewOnce all concerns have been investigates, a coaching opportunity will be provided to the agentWe appreciate Mr [redacted] providing feedback and details on what took place on the sales callCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr*** [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because: I provided it to Century Link, to the technician that came to my home They need to work with that technician I don't understand or know how to get proof of this? I've been a customer for years and have never had issues like this in the past I should not be responsible for something that is the fault of Century Link Sincerely, [redacted]

I have reviewed the Revdex.com Complaint from [redacted] 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, [redacted]