CenturyLink

Initial Business Response / [redacted] (1000, 4, 2015/09/04) */ 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 Upon review, I have verified the modem for the final billing in dispute has been returned to CenturyLinkI have adjusted all charges off the final billing and recalled all collection activityI apologize for any inconvenience CenturyLin k may have caused due to the equipment return process [redacted] CenturyLink Customer Advocacy Group Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the response, as long as the collection is actually removed and my credit restored I will have no further issue

CenturyLink appreciates the opportunity to review Ms [redacted] ’s account, [redacted] *** Our records indicate two $payments were received and posted Ms [redacted] ’s account on September and October 7, The account does not reflect a payment for $has been received Since Ms [redacted] has checked with her bank and the check has not been cashed, I would guess the payment was lost in the mail If the bank shows the check has been cashed, Ms [redacted] would need to provide a copy of the cancelled check, both back and front, so a Payment Investigation can be opened Ms [redacted] ’s account still reflects a balance due for $ CenturyLink has contacted the Collections Agency and requested all collection activity be stopped for thirty days, so Ms [redacted] can send a new payment It is imperative that the account number, [redacted] ***, be included so the check gets posted to the correct account CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because:Although I do appreciate MrS [redacted] 's eloquent response the mumbo jumbo he wrote did not apply to the actual situation in this areaAnother example of how big business is not in touch with their actual productJust as although Century Link has you phone a supervisor - HaHa and you are on the phone forever - again - that then I was told that her area is not given any information from the technical side of the organizationCircles, circles, Thankfully the technicians in this area didn't give up and found the problem in a switch in the large 'area' control boxOur local Century Link personnel (now that I know they exist as you do not receive any support from Century Link 'Support'-as with MrS***) resolved the problem and our system has been upgraded.ThankfullyThankfullyI do still expect a refund for the services not rendered at least since January 1, even though MrS [redacted] is resolute that .....................blah, blah, blah.Amount paid/service received would result in a $refund.If MrS [redacted] needs further information on the 'real' service that was here and that is now here I can give him Century Link personnel numbers and names to contact.Pitiful that the problem I reported wasn't even actually checked intoI just got the carbon 'response'Hopefully that isn't always true of 'common customers' contacting Century Link Sincerely, [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Subsequent to this complaint the customer also filed complaints with the FCC and state attorney general’s office to which the following explanation has been provided“Please be advised that CenturyLink has completed a review of the informal complaint filed by [redacted] In the complaint, Ms [redacted] states that she’s been trying to get the agreed upon price with CenturyLink They’ve charged her over twice the amount and keep increasing itCenturyLink records show that Ms [redacted] contacted us on December 19, 2016, stating that her promotional rate hadn’t been appliedA correction was made, and an adjustment issued for $66.05, which appeared on her January bill.” 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

Complaint: [redacted] I am rejecting this response because: I tnd they came to the house and said they can not re-wire because of the size of the building I tried again because I had no other choice for internet at the time I'm done explaining -- I've explained this already to them and they don't care Their refusal to negotiate speaks volumes about their company Sincerely, [redacted] ***

I have reviewed the Revdex.com Complaint from [redacted] regarding a disputed final billI have reviewed the closed account and show the customer's account had been zeroed out then additional charges came in before the final statement was generatedWe apologize for this error I have adjusted all charges remaining charges on the closed account.Sincerely,Mr[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 meHowever, I would like to add that even though they are technically accurate, the service was not hooked up as promised in September and further appointments by Century Link were missed without contacting me of the changeI had to make several calls before I was informed of a schedule change by Century Link to a time that did not work for my schedule as promised by Century LinkAfter several heated conversations, I was finally sent a technician on 10/22/2016, almost months after the original promised installment date who was able to successfully install to products promisedThis is just another example of how Century Link Customer Service Department is FAILING to meet their customers needs [redacted] , [redacted] , has yet to deal with this issue and I feel he will not in the future as he holds a monopoly for Internet services in our area and knows we have no other options available to usMy ire does not lie with the technician who installed my services but with Customer Service and [redacted] for their failure to do their jobs and meet their customers needs in a timely manner Sincerely, [redacted] ***

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, [redacted] [redacted] ***

I have reviewed the Revdex.com Complaint from [redacted] regarding a request to cancel their account and not be charged an early termination feeI reviewed the account details showing [redacted] is receiving a $monthly discount due to their acceptance of a service agreement which expires on 07/12/2018, We advised our customer's every month via their bill when their service agreement expiresIf [redacted] chooses to cancel before the end of their service agreement they would be subject to the feeTo cancel service [redacted] would need to contact our Disconnect Department this order can't be placed via a third party forum such as thisCenturyLink apologize for the time spent and frustration caused by this dispute.Sincerely,Mr.T [redacted]

09/12/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings: Upon research of Mr***’s CenturyLink account, I found that Mr [redacted] was offered CenturyLink internet service with [redacted] service with monthly package rates of $(before taxes, fees and surcharges) with the requirement of CenturyLink’s Autopay and paperless billing for months with a start date of 07/24/ This promotional package included limited discounts including a CenturyLink loyalty promotion of $off CenturyLink internet for months and a discount of $without the required Autopay and paperless billing for months OR $with the required Autopay and paperless billing for months (the Autopay and paperless billing was required to receive the higher promotional discount) The discounts also included [redacted] **’s month discount of $off; an additional month $off promotion and free months of [redacted] (when the promotion for the premiere channels expire, customers are required to call to remove them if they do not wish to be billed for them, per the signed agreement when the technician installed service, order confirmation letter and bill statements) I have provided a clip of the billed service (as Mr [redacted] did not register to the required Autopay and paperless billing the billing was higher by $10.00):________________________________________________________________________...⇄ Monthly Charges --------------------------------------------------------------------------------...⇄ High-Speed Internet Loyal Customer Credit month -High-Speed Internet w/o AutoPay & Paperless Bill Term Commitment Month -24.05Advanced Modem - Lease --------------------------------------------------------------------------------...⇄ Monthly Charges Total $(before taxes, fees and surcharges)---------------------------------------------------------------------...⇄ [redacted] Monthly Charges --------------------------------------------------------------------------------...⇄ 10/CHOICE Monthly 09/- 10/ [redacted] Monthly 07/- 10/ [redacted] HD EXTRA PACK Months Free 09/- 10/ [redacted] Protection Plan Monthly 07/- 10/ [redacted] SUNDAY TICKET MAX Subscription Service 09/- 10/Additional TV - Client Subscription Service 09/- 10/Advanced Receiver Monthly -------------------------------------------------------------------------------- [redacted] Monthly Charges Total $ Related Monthly Charges --------------------------------------------------------------------------------...⇄ TV 09/CenturyLink Bundle Savings -09/CHOICE You Save $for Mos -09/CHOICE Mo Instant Rebate -09/ [redacted] Mos Free [redacted] --------------------------------------------------------------------------------...⇄ Monthly Charges Total -$96.49-------------------------------------------------------------------------...⇄ Total [redacted] charges $(before taxes, fees and surcharges)_______________________________________________________________Total CenturyLink and [redacted] charges $(before taxes, fees and surcharges)_____________________________________________________________________...⇄ Mr [redacted] did not call [redacted] to have the [redacted] removed before the months free promotion had expired causing the 4th bill statement (Nov 2015) to be $higherAs Mr [redacted] had called [redacted] after the billing had printed, he was issued a credit from [redacted] and the premier channels were removed, which reflected on the Dec statementMr [redacted] had also reduced his [redacted] package the following month which voided the original quoted [redacted] rate and changed the promotional discounts through [redacted] billing to only a $off for the [redacted] package which reflected on the Jan statement CenturyLink and [redacted] are separate companies that bill together to offer our customers bill and in certain cases discounts may applyCenturyLink and [redacted] have different bill cycle dates and both companies bill a month in advance for serviceThis allows for [redacted] to send Mr***’s [redacted] bill on the 16th of every month to CenturyLink and for CenturyLink to make payment on behalf of Mr***CenturyLink then holds on to Mr***’s [redacted] bill until the CenturyLink bill is printed on the 1st of the following month (i.e [redacted] **’s 10/16/bill statement appeared on CenturyLink’s 11/01/bill statement)Any changes made with [redacted] could take up to to bill cycles to reflectAny disputes for the [redacted] charges must be made directly to [redacted] as CenturyLink cannot make changes, credit or adjust any of the [redacted] services or billing When Mr [redacted] made payments for service provided, he did not make payments in full, resulting in late feesSome of the late fees were credited as a courtesy by CenturyLink agents, however the late fees were valid as the billing was correct CenturyLink provided the internet service with the discounts offered (a discount of $without the required Autopay and paperless billing for months OR $with the required Autopay and paperless billing for months)The original quote for both services was billed correctly as shown above before the [redacted] months free promotion expired and Mr***’s request to change the [redacted] package 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 situationCenturyLink has closed this complaint finding the balance due of $to be sustained as valid with no credit adjustment being warrantedSincerely, [redacted] ***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: The December statement is for $in new charges for November 28th through December 27th, The $payment made on December 18th, is for the $charged on the November bill The January final bill statement reflects the December charges that were not paid for the period of December 28th, through the effective bill date of January 15th, the date of the disconnectionThis bill would have also been $but since the service was canceled prior to the end of a full cycle, the difference billed for but not used is credited on the final bill and the difference of $is valid and now dueCenturyLink 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

Complaint: [redacted] I am rejecting this response because: I am not sure exactly what a retention representative isI don't see where I would have talked to one since we had no intent on keeping the service because the house burned downWithin a week after the fire we contacted water, electric, internet, garbage and mailEveryone took care of it but CenturyLinkI made contact by phone and by using their chat systemA couple of timesIt is not my fault that their employees made no notationsThe house was a total lossYou could stand in it and look up and see the sky because the roof was goneThe house was destroyedWhy would I be transferred to a retention representative? Why is CenturyLink the only one I had a problem with? Everyone else got it rightThis is ridiculous Sincerely, [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a billing disputeI reviewed the account and due to our error placing a new service order for the customer's new promotion I have adjusted one time fees along with the late fee caused by the billing dispute for a total credit of $The customer's promotional rate will apply on the next billWe apologize for this error causing our customer frustration and times spend to dispute itSincerely,Mr[redacted]

Complaint: [redacted] I am rejecting this response because:I have attached two documents One shows the original online order pricing confirmation of $per month (effective 3/18/16) which I am requesting Century Link to honorThe second shows that I opened a priority ticket (escalated help request on 3-30-16) for this specific issue Century Link mentioned in their response to this Priority Ticket that they can see there was an issue with how the discount was applied and that their Loyalty department could fix itI had tried numerous times to contact Century Link regarding this issue Due to very long hold times, I was not always able to stay on the line long enough to get a representative from Loyalty on the line I am definitely not satisfied that they are not honoring the online order agreement and pricing even though it is clearly documented in writing on the emailed change order Sincerely, [redacted]

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 An adjustment for the Early Termination Fee has been applied to the account A credit for $was issued on June 23, A request has been made to have a refund check issued for the $deposit on the account CenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy

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 this complaint with Ms [redacted] , I verified Ms [redacted] ’s is receiving the correct promotional discountsI advised Ms [redacted] , the reason for the billing monthly increase is due to a past due ongoing balance and late payment chargesI offered Ms [redacted] a onetime credit to help her eliminate the past due balanceMs [redacted] advised me she would consider the offer and get back to me at a later timeIn regards to Ms [redacted] customer service treatment, I apologized and assured Ms [redacted] feedback will be documented and reviewed [redacted] CenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: Centurylink acknowledges the customer’s time is valuable and apologizes for any missed commitments or miscommunication that may have been provided in errorThe Customer has been given an out of service credit for $which is the policy if there is an outage; a courtesy adjustment of $was also issued on May 11, as noted on the account because the tech did arrive and nobody was homeUnless provided by state tariff or regulation,CenturyLink does not adjust customers for personal time taken to either install or repair the serviceCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted] ***

I have reviewed the complaint from [redacted] regarding her rate going up due to her old promotion expiringI reviewed the account notes showing the customer was credited for the overcharge on 6/15/The July bill is $higher than the old promo and has a late fee of $I have credited $ to the accountThe notes indicate the customer is moving and wanted to cancel service but the account is still activeIf this is the case she would need to call our Disconnect Department to place the orderIf she decides to keep the service and has any questions on the August bill she can email me directly [redacted] I'm happy to further assist as neededSincerely, [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] -***

I have reviewed the Revdex.com complaint from [redacted] regarding a billing dispute for Voicemail serviceWe apologize for the delay in getting the service transferred causing this frustrating experienceI reviewed the account in question and show the credit was issued on 7/1/ by one of our Executive Office Complaints Managers the closed account has a zero balance.Sincerely,Mr[redacted]