CenturyLink

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] ***

As previously stated, customers are billed on a standard day billing cycleThe bill date is determined by the telephone numberAlthough I cannot make changes to the bill date, I have established a preferred payment date of the Please note if you are unable to make payment that day you should contact CenturyLink Customer Service at [redacted] .4th of every month The system has been noted that your preferred payment date is the 4th of the month, despite the due date reflected on the bill statementPlease note the notification on the bill regarding late payment: Late Charge Reminder:A balance over $left unpaid days after bill date is subject to a 1.0% late payment charge, except Internet and Digital Home Phone charges.Any amount of Internet and related Internet charges left unpaid days after bill date is subject to a $late payment chargeIf you are unable to make payment on the 4th of the month, you should contact CenturyLink Customer Service at [redacted] .CenturyLink apologizes for any confusion regarding the billingWe appreciate your businessSincerely, Ms [redacted] CenturyLink Customer Advocacy

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 complaintPlease 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 complaintSincerely, [redacted] Executive Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

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 A credit for the Prism Early Termination Charge has been applied to the account, in an effort to satisfy A credit for $was issued on June 27, CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because:I have attached my response, which basically says I disagree with Century Link trying to charge me early termination fee, even though I've been with them since May Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/09/17) */ 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, Mr [redacted] ported his home phone number to a different provider on the 7th of May, Portability and changes of service was handled by the port in company, Centurylink was not notifiedAt that time, internet service was converted to a data only accountMr [redacted] was notified by mail of change in serviceOn August 31, Mr [redacted] contacted CenturyLink, requested data service to be disconnectedOur agent disconnected service, agreed to back credit the charges to original port date in MayOn September 9, 2015, Mr [redacted] was sent a credit refund for the disputed service billing months This issue has already been resolved and closed [redacted] CenturyLink Customer Advocacy Group Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) They resolved the matter on the third attemptThe problem appeared to be a mix of poor customer service and archaic client id number They use phone number as account number and when account is ported to another provider their system automatically changed the account numberThey did not inform me of this, however, and I had no knowledge of the new account number, for which they continued to process payments They also did not link the account number to my web login so I could not see the new accountAnd on calls they did not tell me of the new account Finally on the third call the rep found the second account number and was able to close itThe money was satisfactorily refunded and the matter can be considered closed

Complaint: [redacted] I am rejecting this response because: I had completed the initial contract and had not been offered a new contract nor did I agree to any additional terms thereafterIf proof can be shown of my written or verbal agreement to a new contract I will accept the charges Sincerely, [redacted]

I have reviewed ***'s reply about still having issues on his side I have requested our Internet Escalations Team contact him to further assist Sincerely,Mr.T [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: All account deposits if applicable automatically apply to the outstanding balance firstIf a deposit is applied to an outstanding balance any amounts in excess of said balance is automatically refunded to the account by checkThis account did have a $cent balance on it and had there been a deposit the $cents would have been applied from any deposits and the balance refundedAs there was an outstanding balance that was never addressed, there was no deposit on the account or this balance, small as it iw, would have been paid and the difference refundedThis account is closed and no deposit was present on the account at the time of the disconnectionCenturyLink 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 customers’ complaint and found the following: Per the customer request, the customer may contact me directly the next time there is an issue with the service I can be reached at any of the means listed below 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 [redacted] @CenturyLink.Com

I have reviewed the complaint from [redacted] regarding ongoing phone line issuesOur repair request history supports ***'s claim of the phone line issues over the past few monthsI have requested our Repair Escalation Team contact [redacted] and ensure these ongoing problems are resolved they will be in touch in the next 1-business daysSincerely,Mr.T [redacted]

Complaint: [redacted] I am rejecting this response because:The answer isn't clear for meMy question is ¿Why I have to pay $dls to cancel the Internet service with CenturyLink if I don't have any contract with them? I don't want be their customer anymore the "customer service" is awful and very poor in professionalism in every department what I call Sincerely, [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 meAll I wanted was an explination of the changes and the time frame and their customer service could not provide this infromation on occasions Their service is terrible and the one of the slowest in the country I am glad to be rid of them I have sent payment for the last invoice which is 90% over charged Sincerely, [redacted]

3/16/16: In order for Centurylink to respond to the customers issue regarding the late payment charges they are being billed, the customer need to provide their account numberThat information was not provided in the complaintA further response will be posted after the requested information is provided and a review of the account is completedThank you for your cooperation.***/Centurylink Manager

05/09/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings:Upon research of Mr [redacted] ’s CenturyLink account, I found that Mr [redacted] was leasing a CenturyLink advanced modem as shown on his bill statement each month, as show on this clip of his last scheduled bill statement:Account [redacted] Billing Date Jul 01, Advanced Modem - Lease 7.99On 07/07/2015, Mr [redacted] called to CenturyLink customer and requested his CenturyLink service be disconnectedAn order was placed with the first available due date of 07/08/A return label was ordered on 07/08/and shipped on 07/09/for the leased equipment to be returned to CenturyLinkThe final bill for service was created on 07/08/with credits for services not used (as CenturyLink bills a month in advance).When CenturyLink did not receive the leased equipment on 09/08/2015, the lease was converted to a non returned equipment charge of $($+ $taxes)As CenturyLink had sent a prepaid return label to Mr [redacted] and he did not return the leased equipment to CenturyLink, CenturyLink finds the charge to be sustained as valid with no credit adjustment being warrantedCenturyLink has closed this complaint.Sincerely, [redacted] ***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 filed and found the following: The previous reply explains how this happens and that the carrier porting out to actually request the account service port incorrectly which resulted in the stand alone service account being created It was also explained that the disconnection has been back dated to the date of the port out which should negated the charges The customer has been contact information should there be any further review or assistance required 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, 9, 2015/07/07) */ CenturyLink has received a copy of Revdex.com Case# XXXXXXXX, created by [redacted] *** CenturyLink appreciates Mrs [redacted] for giving us the opportunity to review our handling of her accountI have researched her account and have found the following: Mrs [redacted] has been working with [redacted] from our security team to reach a resolution with the issues she has been having with her CenturyLink Security services We are going to allow disconnection and the waiving of the early termination fee due to the issues Mrs [redacted] has been having [redacted] has been in contact and has sent the proper paperwork to Mrs [redacted] via email [redacted] also had credits issued to Mrs***'s CenturyLink account CenturyLink sincerely apologizes for any inconvenience and frustration that this situation has caused to Mrs*** Sincerely, [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was released from the contract after the technician could not fix the system

Complaint: [redacted] I am rejecting this response because:The fact remains that you're customer service people gave me the run around when trying to resolve this matter and I had to miss a whole day of work because of itIt also took several phone calls and several hours of my time to get my balance credited backI will never recommend your services to anyoneThese variables you speak of are just a way for you to get around advertising claims and it's wrong and unethical Sincerely, [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, Ms [redacted] ’s concerns were addressed on December 30, At that time, the account in concern was canceled and the Early Termination Fee was waived CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms [redacted] [redacted] CenturyLink Customer Advocacy Group

07/25/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Mr [redacted] ’s CenturyLink account, I found this issue has already been addressed by Ms [redacted] on 07/21/with an offer to re-establish the phone and internet package on 08/12/with promotional discounts totaling an estimated monthly recurring rate of $(before [redacted] **, taxes, fees and surcharges) which include a $off for months loyalty promotion, a $off for months loyalty promotion, $off for months package promotionAfter the promotional discounts have expired within 6-months, the rate will be billed at standard rateAll price quotes are estimations before taxes, fees and surchargesCenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr [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 situationAs this issue has already been addressed, CenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care