CenturyLink

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 Msd’Entremont’s experience regarded her repair issue and easement access has been passed to our Network Group for further review/investigation CenturyLink has policy and procedures in place regarding easement access CenturyLink appreciate her sharing her experience A manual adjustment form has been issued for $and is currently being processedOnce processed, a refund check will be issued and sent to the address Ms [redacted] provided on the Revdex.com request CenturyLink regrets the any inconvenience Ms [redacted] has experienced and we are sorry we have lost her as a customer Margaret CenturyLink Customer Advocacy

I have reviewed the complaint from [redacted] regarding her monthly rate increasing after she transferred her serviceI reviewed the account notes showing we resolved this matter on 3/5/by giving [redacted] a new price for life rate with a monthly loyalty discount offerI show we also issued a $credit due to [redacted] not receiving the promotional gift card we promised herCenturyLink would like to apologize for the billing errors we certainly understand how frustrating this was for herIf [redacted] has any additional questions we are happy to further assist as neededSincerely, Mr[redacted]

I have reviewed the Revdex.com Complaint regarding a disputed bill for long distance chargesI would be happy to look into this dispute if the Customer can provide me with their CenturyLink account number I was unable to find it with the information provided.Sincerely,Mr[redacted]

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 trainingThe issue currently is that there isn’t internet to be offered through Centurylink at this address nowThis could be for a myriad of reasons, none of which involve the legality of providing service in any given market; either we do or we do notJust because the former customer could get internet service from Centurylink at a previous time does not mean that it will always be the case in any given marketAgain, it is currently unavailable at this addressUntil such time the company decides to extend the capacity or the coverage of the network in the area the former customer will have to look for alternative internet service providersCenturyLink Internet is not available in all places due to proprietary network marketing strategies the company employsCenturyLink apologizes that someone gave the customer completely incorrect information regarding the availability of internet through Centurylink; it simply is incorrectThat said, the request to provide monetary compensation for something that was stated but incorrect, without merit and having no adverse effect on the services previously provided, the requested compensation will not be grantedCenturyLink provides that this is sufficient to close this complaint as resolved CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

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 trainingThe account in question ending in [redacted] has been canceled and an adjustment totaling $has been issued on January 30th, This refund should be received in a form of a check no later than business days from that date CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

Complaint: [redacted] I am rejecting this response because: Have made no attempt to contact me Sincerely, [redacted] ***

I have received a copy of the Revdex.com complaint filed by [redacted] ***, regarding a auto payment disputeAfter investigation of Ms***'s account it has been found that on 01/23/Ms [redacted] contact our customer care and was transferred to our auto payment department and the auto pay was added to the account We apologize about the frustration Ms [redacted] has expressed and appreciate the opportunity to investigate her concernsCenturylink has closed this complaintSincerely, Mr [redacted]

03/21/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings: Upon research of Ms***’s CenturyLink account, I found on 02/24/an adjustment was issued credit for a restoral fee and an area out of service credit for the timeframe from 12/30/to 01/12/totaling $I found both these credits to be unjustified and invalidI confirmed that there was an area outage on 12/30/that was resolved the same dayThere was usage on Ms***’s service from 12/30/after the resolve to 01/12/when the account was suspended for non-payment I found the restoral fee to be valid as I have provided a summary of the account suspend and restoral history below: On 05/25/Mr [redacted] was offered payment arrangements to avoid being suspended for non-payMs [redacted] refused: Billing Date May 13, 2016: Your account is past due in the amount of $90.89; New Charges Due 6/3/$(total $181.84)On 06/16/2016, the account was suspended for non-pay: Billing Date Jun 13, 2016: Your account is past due in the amount of $181.84; New Charges Due 07/03/$(total $217.36)On 06/17/2016, Ms [redacted] made a payment of $which processed on 06/18/An order to restore was placed on 06/18/to restore the service which completed on 06/21/with the standard restoral fee of $to be added to the following bill statementMs [redacted] made a payment of $ on 06/18/which processed on 06/19/ On 08/31/2016, the account was suspended for non-pay: Billing Date Aug 13, 2016: Your account is past due in the amount of $60.50; New Charges Due 09/03/$(totaling $99.44)On 09/05/2016, Ms [redacted] made a payment of $which processed on 09/06/An order to restore was placed on 09/06/to restore the service which completed on 09/07/with the standard restoral fee of $to be added to the following bill statementOn 10/27/2016, the account was suspended for non-pay: Billing Date Oct 13, 2016: Your account is past due in the amount of $60.50; New Charges Due 11/03/$(totaling $101.44)On 10/28/2016, Ms [redacted] spoke with CenturyLink financial and made a payment arrangement to make a payment in the amount of $that day which processed on 10/29/and committed to making the payment of $on 11/03/Ms [redacted] made a payment of $the same day and an order to restore was placed which completed on 10/31/with the standard restoral fee of $to be added to the following bill statement On 12/01/2016, the account was suspended for non-pay: Billing Date Nov 13, 2016: Your account is past due in the amount of $40.44; New Charges Due 12/03/$ On 12/05/2016, Ms [redacted] made a payment of $which processed on 12/06/An order to restore was placed on 12/07/to restore the service which completed on 12/08/with the standard restoral fee of $to be added to the following bill statementOn 12/29/2016, the account was suspended for non-pay: Billing Date Dec 13, 2016: Your account is past due in the amount of $49.94; New Charges Due 01/04/$(totaling $119.44)On 12/29/2016, Ms [redacted] made a payment of $which processed on 12/30/An order to restore was placed on 12/29/to restore the service which completed on 12/31/with the standard restoral fee of $to be added to the following bill statementOn 01/11/2017, CenturyLink received notification from Ms***'s financial institute of payment denial for the $for insufficient fundsOn 01/12/2017, the account was suspended for non-pay with a returned check fee of $added to the account balanceMs [redacted] contacted CenturyLink the same day and made a payment of $which processed on 01/12/An order to restore was placed on 01/12/to restore the service which completed on 01/13/with the standard restoral fee of $to be added to the following bill statement I have provided a clip of the 01/13/statement to reflect how the above payments and reversal due to denial transactions in January reflected on Ms***'s bill statement:----------------------------------------------------------------------...⇄ Date Jan 13, Previous Balance $Dec 30, Payment Jan 12, Payment Adjustments $(see below)New Charges Due: 2/3/$---------------------------------------------------------------------------...⇄ Amount Due $91.06Payment Due By 2/3/----------------------------------------------------------------------------...⇄ Adjustment $01/11/Returned Check Charge $-------------------------------------------------------------------------------...⇄ CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationI advise Ms [redacted] makes monthly payments on or before the due date to avoid late fees and suspension of service that leads to restoral fees when payments are madeI will not reverse the credits that have already been issued however the charges for service, late fees and restoral fees are validCenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because: I am waiting until the issue is resolved to close Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:yes, I canceled my account, I gave up trying to get an accurate billwhat I want now is a revue of the charge of ive been billed for early cancellation on an account c.lcreated in an misguided effort to send me an accurate billthat account was created by you in august 2017.the only account I started with c.lwas 4years ago which expires may of I am happy to pay that fee my final bill was in the amount of 345.00,which I dont feel I s accurate, but nevermind, I dont want to open that can of worms with anyoneat c.lsince all of the people ive dealt with are totally sure to mess it up more than it is alreadywant some examples? on one call to c.l.I was upset by all of the mishandeling re my account and my voice was shaking, I heard the young man I was speaking with and someone else who was obviously listening, giggleing at me, of course he denied itanother time I called re my bill, a girl toldme she couldnt give me any info re the account because that account belonged to a out of state businessmind you, I had my bill in front of me with my name and address on it and I read the account number to her three timesive already submittd 178.50toward the because I was told late fees would applysince my limited budget wouldn't allow the full amount, the agent said I could pay the rest next monthi really feel the dollar fee is unfair because c.l.created it as I said before, and at the time I was not told it would it would add months to my contract.after all, I could give you the number of at least two other accounts that c.l.created in the past couple of months in the same effort to correct my bill, never being told of added early cancellation feeslooking back, I thinkwhat made this such amess was everytime I called I got someone different who had a different idea of how to handle the mess.anyway as I said if that cancellation fee can be changed to an early cancellation of may i'll be happy and ican assure c.l.that they will never hear from me again as you have lost my business forever Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:i cancelled my account as of Dec 8, and paid the balance in excess of the final billThere were no charges accrued after Nov 30, I do not owe anything on this account, there should be a credit owed back to meI am happy to settle with a zero balance just to be done with it, but know that Century Link owes me for charges after Dec 1, I don’t believe that Century Link is reporting accurately in regards to this account and am highly distraught from the length that the company has drawn this outI expect full compensation for the charges and final statement of the account closed as of Dec 8, Sincerely, Angie [redacted]

I have reviewed the Better Business Bureau Complaint from [redacted] regarding a billing disputeI have reviewed the now closed account and show the customer has been credited for the $that was promised as a courtesyDue to the credit not being issued as promised causing the customer to overdraw his account I have adjusted the remaining balance on the closed account $We apologize for the time and frustration this issue has caused to our customer.Sincerely, [redacted]

05/30/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 service was moved per Mr [redacted] ’s request with order numbers: Internet Service - Aug 17, Order Number [redacted] Internet Service - Jul 28, Order Number [redacted] Mr [redacted] was not charged during the move from date of 08/17/to the install date of 07/28/After the move orders completed Mr [redacted] called to CenturyLink multiple times inquiring about promotional discountsOn 10/02/2015, Mr [redacted] was offered and accepted a month contractual promotional discount, as reminded on each bill statement: Service Period: Oct - Nov You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 10-07-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill As service for no contractual promotional discounts is billed at standard rate and Mr [redacted] had requested a reduction in pricing and accepted the month contractual promotional discount and was reminded on every bill statement, CenturyLink finds the early termination fee to be sustained as valid with no credit adjustment being warrantedCenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 verified Ms [redacted] had CenturyLink internet and television serviceThe Prism TV service was placed on a new promotion on 10/24/The promotion added a 2-year contractDue to Ms [redacted] , stating she did not request a new promotion or contract, I have ensured the termination fee is not billedI issued a credit of $to her account, she will receive a refund check for this amount in approximately weeksCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms [redacted] .AmberCenturyLink Customer Advocacy Group

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

Complaint: [redacted] I am rejecting this response because: I'm not rejecting this yet I need some clarification, just to be certain that CenturyLink and I have the same understanding of what we are agreeing to do Ms [redacted] , the CenturyLink Customer Advocate, wrote she has "...established a preferred payment date of the 4th of every month In instances, where the reflected due date is not the 4th, it is noted that this is the date you will be paying." Does this mean my bill will be due on the 4th of each and every month without exception, regardless of the fluctuating due dates produced by CenturyLink's convoluted billing formula? If CenturyLink's convoluted billing formula arrives at a due date prior to the 4th, will I be charged a late fee or be subjected to any kind of penalties or adverse reaction from CenturyLink? Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/12/02) */ 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, Ms [redacted] has been advised all adjustments associated with [redacted] charges can take 1-bill cycles [redacted] sends the billing at the close of the billing date to CenturyLinkCharges are then applied on the next CenturyLink bill part of the bundling agreementI apologize, as this process can be delayed while waiting for a refundI did verify all late charges in regards to this complaint have already been adjusted on Ms [redacted] 's November billing statementMs [redacted] should see the [redacted] credits on the December 09, CenturyLink billing statement [redacted] CenturyLink Customer Advocacy Group Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Centurylink did not “steal” anything from the customerAutomatic payments are pulled on the same date every month and this was no exceptionThat date was prior to the disconnection date but after the billing date, the previous February payment date that was for the January cycleOn February 13th, the account amount for autopayment would automatically be authorized and pull on the regular cycleIn this case the customer canceled service after the bill payment pull date but just prior to the date the payment is actually withdrawn which is approximately days from the print date or around the third of each monthThe disconnection was back dated to 25th of February and this amount overpaid (actually paid in advance but not used) was refundedSo, the amount for payment was already in progress, pre approved and came out as it should haveThe amount in overpayment is the $ that was refunded and no other monies are due the customerCenturyLink 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

07/14/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 that a call on 03/17/at 5:42pm and ended at 6:04pm It looks like a technician went out earlier that dayMr [redacted] must have put an automated repair ticket in since there were no calls to technical support before that 5:42pm callBefore that, the next call was back in October 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 ( [redacted] ) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notationsCenturyLink does not compensate for time spent nor does CenturyLink have a months free promotional discountI found no record of offers of any credit for compensationMr [redacted] ’s CenturyLink 05/16/statement was higher due to the expiration of the month discount and late feesCurrently, Mr [redacted] is billed the standard rate for the service he subscribes toCenturyLink finds no credit to be warranted and has sustained all chargesI advise Mr [redacted] to contact CenturyLink customer service to inquire about new promotional offers by calling [redacted] CenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 all past billing issues were resolved as Ms [redacted] advised in the complaintCenturyLink appreciates Ms***’s feedback, I assure all concerns will be documented and reviewed for coaching and training purposesCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms*** [redacted] CenturyLink Customer Advocacy Group