CenturyLink

CenturyLink appreciates Ms*** providing the account number, *** *** ***. I would like to apologize for the less than exemplary service that Ms*** 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*** account was established on June 17, and disconnected on June 22, 2016. The July 22, Closing bill reflected a $balance due. Ms*** spoke with a representative on February 15, A credit for $was issued and the account currently reflects a zero-balance due. CenturyLink regrets any inconvenience Ms*** has experienced Margaret CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Ms. ***’s account, ***. Our records indicate Ms*** currently has Mbps Internet speed at her premise. She is correctly billing for the 1.5Mbps speed, which is $before her promotional discount.
Currently, 1.5Mbps is the fastest speed available at Ms***’s location. At this time, there is not a pending job for improvements in Ms***’s area but a job may be scheduled in the future. Ms*** is a valued customer and I regret we are unable to offer a faster Internet speed at this time. *** CenturyLink Customer Advocacy

WE have reached out to ***s account t manager for resolution to the matter that has been presented by the customer for their listing issueAfter investigation we have concluded that CenturyLink has performed the necessary steps and actions to submit the listing to *** to be listed and
*** has failed to get the business listedI have included the summary of events from the account manager belowIn May of 2015, prior to my handling this customer, the Sales Manager, Chris E*** confirmed with Voip Listings *** under account # *** is listed as *** of ** ***. I became the Relationship Manager and spoke with the customer, ***, November when she advised me her number was listed incorre***y in the white pages and not listed in the yellow pages at all. We both researched to engage Megan P*** who handles her *** listing. *** did in fact blame ***. In July 2017, the customer said her information was still incorrect thus I filled out a new Directory Listing to ensure the correct information is associated with her account in the phone book which is the process I would follow for any new customer moving their phones to VoIP. Megan from *** responded in Nov that *** would not cooperate with *** and put in the correct number in the DLIS which is what entitles the customer to a free listing. In Dec I engaged our Voip Listings again with this DLIS situation and on Dec 8, Kevin H*** of that group said the request was complete. On December 18, I contacted the customer to inform her that her DLIS request was in fact completed. Her last correspondence to me on Dec 20, 2017, was simply a rant that this was ***’s fault. There was no request for further communication or specific action.Sincerely, MrC***

I have reviewed the billing complaint from *** regarding not receiving the promotional rate he was advised ofI would be happy to look into this billing issues to see if there is anything I can do to helpI would need the CenturyLink account number unfortunately the customer didn't provide it
in the complaint detailsI was unable to find it via the address provided as well.Sincerely,***

I have reviewed the RevDex.com Complaint from *** regarding a charge for unreturned equipmentI have reviewed the account notes and bill and show the Customer did return the modem along with the tracking number I have credited the account $We apologize for this error
the credit will show on the Customer's next bill.Sincerely,***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Subsequent to this complaint the customer engaged another individual from CenturyLink and it appears from what can be seen given the various account numbers and notes found that the customer has
been provided resolution to the issues listed in the complaintIn regards to the email notifications, specifically the customers understanding that the Centurylink agent was referring to the email itself is not accurateThe information regarding the term commitment and any penalty for terminating the service early is stated on the electronic and/or the paper bills the customer would have receivedIf the customer did not take the time to open the bill (electronically or when paper) where this information is, that is something that Centurylink cannot know or be held responsible forThere is a certain amount of responsibility the customer has to read the bills and notify CenturyLink in a timely manner if there is something to dispute or different than the customers understanding or expectationWhen a bill is received and continually paid for without dispute it is assumed the customer is aware and agrees to what they are paying forAt this time I cannot find anywhere that an outstanding bill exist that was actually billed and early termination feeIf the customer has additional information that provides otherwise then please have the customer provide this information to the manger handling the complaint at *** for further reviewCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

10/05/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** *** *** regarding internet speed and pricing. Below are our findings: Upon research of Ms*** ***’s CenturyLink account, I found that due to the distance between Ms***
***’s address and CenturyLink’s exchange, her address is deemed as no internet availableCenturyLink was able to provision a minimum of up to 512k to Ms*** ***’s addressUnfortunately, CenturyLink has no plans to extend the service area Currently Ms*** ***’s CenturyLink internet is billed at the standard rate for the up to 512k along with a lease of CenturyLink’s router and CenturyLink’s @ease maintenance plan, as shown below:___________________________________________________________________Interne...⇄ $53.95Leased router $9.99@ease $9.99---------------------------------Total $(before taxes, fees and surcharges)___________________________________________________________________ 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 situationAs Ms*** *** is paying the standard rate the service subscribed to, CenturyLink finds no credit adjustment to be warranted and has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

04/12/2016CenturyLink has reviewed our previous responses to Ms***’s issue. After careful consideration, we find our original investigation and response to be valid. CenturyLink has closed this complaint.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates *** *** 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 *** *** filed Revdex.com #***
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 *** combined with CenturyLink’s internet billingThe billing was never combined due to services being disconnected resulting into two final bills*** *** was advised, both final bills have been determined to be validAfter further review all billing concerns with *** ***, I agreed to credit back *** *** for the CenturyLink final charges owed of $*** *** was advised the remaining *** charges due will still need to be paid in full*** *** agreed to contact the collection agent to pay the *** final charges of $I apologize for inconvenience CenturyLink may have cause *** *** CenturyLink Customer Advocacy Group

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Complaint: ***
I am rejecting this response because: I never requested long distance. I have a cell phone. Why would I. Ask them to play the recording of me asking for long distance. They always record call.s
Sincerely,
*** ***

CenturyLink appreciates Ms*** giving us the opportunity to review her concerns. I would like to apologize for the less than exemplary service that Ms*** 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. I was unable to locate an account in Ms*** name at the address provided on the Revdex.com complaint. However, CenturyLink was able to locate a payment for $115.85, which was processed on March 14, 2018. Our records indicate this payment was refunded back to a credit card ending in on March 16, 2018. The refund confirmation number is ***. We were unable to locate an additional payment on March 19, 2018, as indicated in Ms*** Revdex.com complaint CenturyLink can open a Payment Investigation for the $payment Ms*** claims was taken on March 19, 2018. The following information needs to be provided to open a Payment Investigation: Payment Amount Payment Date Date Payment cleared the bank Last digits of the credit card used Confirmation/Transaction number (this is generally located on the bank statement) Once this information is provided, CenturyLink will be happy to open a Payment Investigation. CenturyLink regrets any inconvenience Ms*** has experienced Margaret CenturyLink Customer Advocacy

CenturyLink appreciates Ms*** 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*** final bill has been adjusted
down to $All charges in concern were credited back to Ms***CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms*** CenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/09/22) */
09/22/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Mr***'s CenturyLink account, I found that the technician assigned to the trouble
ticket assessed that Mr***'s address is too far to provide consistent speeds above 3m
Please see the Term agreement passage found at www.centurylink.com/terms :
CenturyLink(r) High-Speed Internet and Internet Access Services Residential Terms and Conditions
AVAILABILITY OF AND CHANGES TO SERVICE
AService and Bandwidth Availability and SpeedThe Service you select may not be available in all areas or at the rates, speeds, or bandwidth generally marketed, and some locations may not qualify for the Service even if initial testing showed that your line was qualifiedWe will provision qualified HSI Service lines at the maximum line rate available to your location based on our standard line qualification procedures, unless you have selected a level of service with a lower maximum line rateBandwidth is provided on a per-line (not a per-device) basisThe bandwidth available to each device connected to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factorsThe speed of the Service will vary based on network or Internet congestion, your computer configuration, the condition of your telephone line and the wiring inside your location, among other factorsWe make no guarantees or representations related to download or upload speedsWe and our suppliers reserve the right, at any time, with or without prior notice to you, to restrict or suspend the Services to perform maintenance activities and to maintain session controlWe assume no responsibility or liability for interruption of the Services or Service performance differences
I apologize for any frustrations this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (3000, 6, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please make sure this company no longer sends any advertisements to my home address promoting any higher speeds that are not available at my physical addressIf they send a promotional rate to my address and their technical service tells me that my address is capable of receiving the higher speeds then they are mis-representing what they are capable of offering and then forcing me to deal with a week of harassment trying to get everything resolved just to find out we are not able to get what they are advertising in the first placeI no longer want to receive promotional advertisements sent to my home address unless Century link can 100% guarantee they are able to offer this service
Final Business Response /* (4000, 8, 2015/10/05) */
10/05/
Mr***'s CenturyLink account has been set for Do not mail and Do not call (allow up to days to be removed from the lists)However, CenturyLink can to guarantee that Mr*** will not receive indirect/mass advertisements
I apologize for any inconvenience this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Final Consumer Response /* (2000, 10, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Since they cannot offer any higher speeds at my physical address and we don't have an alternative options there is nothing else they can do so I am going to just have to accept that this is the best Centurylink is able to provide and continue to look for a replacement option as soon as on is available in my area

Initial Business Response /* (1000, 4, 2015/08/14) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
Unfortunately there are several errors here regarding the service and the information the customer was given regarding what is available in their
area
That said it is not the customers fault that he was given the information regarding the $priced promotions any speed up to 40M
First, that applies to areas in which the technology offered is not what is serving this customer
This customer is in an area that is served by the most up to date technology and as such the 40/is not even available and thus the promotion that he was told of or thought he would receive is not available
This was an error on the part of the CenturyLink agent but there is no remedy to change a promotion for an area served by our 1000/1000M pair bonded or GPON circuits or anywhere else when an error of this sort occurs
The promotion the customer is actually on is a month term contract at a fixed price for the months the term is applicable
The slowest speed offered and priced as it is currently on these facilities is 40M down 5Mup
Only areas where the 40M down and 896k up are offered as the highest speed available on non GPON/Pair Bonded circuits are the areas that this other promotion (normally in most areas) is applicable
Since the promotion offered is not actually correct or available for the customer CenturyLink offers that the customer can return the modem for full credit and can opt out of this service with no penalty
CenturyLink would hope the customer may also consider that this is a state of the art connection with an upload speed that is almost times faster than the speed available on the other circuit type where the promotion they expected would be available
If the customer chooses to stay with the service I would offer to meet half way on the difference of $dollars a month over the month period and can issue a $onetime credit (x months) less anything already adjusted prior to this complaint
Whether the customer chooses to stay with the current product or seek service elsewhere the customer will need to inform me directly of their decision so that I can follow up and adjust if necessary any charges incurred as a result of opting out of the service
In either event CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced
Sincerely,
*** ***
Executive Office Regulatory Escalations Analyst
CenturyLink Customer Advocacy
Consumer/Small Business Sales and Care
XXX-XXX-XXXX
***@***
Initial Consumer Rebuttal /* (3000, 6, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After hours of phone calls on this matter, I went to the Century Link Denver office and got an executive to agree that my claim was valid and arrange full compensation to the original offerAm I satisfied with this arrangement, but not with the trouble involved, and not with the insufficient offer noted by Mr ***
Final Business Response /* (4000, 8, 2015/09/03) */
To whom it may concern:
I have reviewed the customers' complaint and found the following:
CenturyLink appreciates the customers feedback is pleased that the customer received the resolution to their issue that they desired
As the customer has stated that the issue is resolved, CenturyLink asks that this complaint be closed, resolved per the customers own admission
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced
Sincerely,
*** ***
Executive Office Regulatory Escalations Analyst
CenturyLink Customer Advocacy
Consumer/Small Business Sales and Care
Sincerely,
*** ***
Executive Office Regulatory Escalations Analyst
CenturyLink Customer Advocacy
Consumer/Small Business Sales and Care
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (2000, 10, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A visit to the corporate office led to the resolution sought

I have reviewed the complaint from *** regarding a billing dispute on a closed CenturyLink accountI would be happy to further assist with this dispute if *** can provide me with the CenturyLink account numberI don't show any working CenturyLink service at the address
provided.Sincerely,***

CenturyLink appreciates the opportunity to review Ms***s account, ***. Our records indicate the account was disconnected on August 21, 2015. A return label packet was shipped on September 2, 2015. Customers have thirty days to return the leased equipment or they
will be charged the purchase price of the equipment. We have no records that the modem was returned. Ms*** was correctly billed the purchase price of the modem, $109.74, on November 6, In an effort to satisfy, a credit for the equipment has been applied to the account. A credit for $was issued on May 23, 2016. The account currently reflects a zero balance due. CenturyLink regret any inconvenience Ms*** has experienced. *** CenturyLink Customer Advocacy

07/29/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: I have received a copy of the Revdex.com complaint filed by Mr***, regarding a disconnection request. Unfortunately, Mr***
did not provide his CenturyLink account numberIn order to investigate his complaint, I will need the CenturyLink account numberOnce I have the necessary information I will be able to investigate his concernsCenturyLink apologizes for any frustration Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: ***
I am rejecting this response because:I have always paid for the "bundle" of internet, phone, and TV to CenturyLink. Now CenturyLink is telling me to deal with ***.CenturyLink should pay *** from the monthly payments that I have made to CenturyLink
Sincerely,
*** ***

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by *** *** and found the following: Looking at the chat transcript, account referenced at the time the last complaint was submitted is not that account listed currently, nor was
there any mention of a move or the new address The pricing from the previous address prior to the customer moving did bill at the price discussed in the December, chat transcript This is important as the technology that serves the new location is a GPON circuit and that does change things The bonded pair service is superior, the most current technology along with fiber to the premise and is more expensive both implement to maintain and therein is the reason for the difference in the pricing; it’s also superior in performance The pricing structure the customer was getting correctly prior to this move and the move and the new technology serving the new location does no9t allow for the pricing at the previous address That is why the company is willing to offer to adjust the difference for the duration from the move until now and opt out of the services with no early termination penalties The pricing for the services wanted at the new location are simply not available as the same service is not available at the new location CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care