CenturyLink

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, I verified Ms***’s concerns were resolved on
September 6, 2016, at that time the billing was corrected and fixedPayment was re-allocated to the correct accountI left Ms*** a voice message with my direct contact number for any further questions regarding this complaintI apologize for any inconvenience CenturyLink may have cause Ms*** CenturyLink Customer Advocacy Group

CenturyLink appreciates Ms*** giving us the opportunity to review her account, ***. Ms*** is receiving the correct pricing for her CenturyLink Internet Basics service. She currently has 10Mbps speed, which is correctly billing at $per month for twelve-months
with the Internet Basics discounts. This rate is before taxes, fees, and surcharges. She is being correctly billed the Broadband Cost Recovery Fee at $per month. Ms***’s monthly cost would decrease, if decreased her speed *** CenturyLink Customer Advocacy

CenturyLink appreciates Mrs*** 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 Mrs*** has already been given
courtesy credits for previous late payment feesDue to correct late payment charges billed, no further credits are warranted** CenturyLink Customer Advocacy Group

CenturyLink appreciates Mr*** 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 internet service is
testing at 100%, speeds have been stable for the past daysMr***’s issue may be related to inside wiring or equipment troubleMr*** will need to contact our tech support group to further escalate his claims in this complaintI have left Mr*** a voice message with my contact information for any further questions or concerns related to this complaint** CenturyLink Customer Advocacy Group

1/12/Centurylink has reviewed the customers account regarding the rate they were offered for serviceThe customer is stating they were offered a rate of $a monthThe customer was also upset they were not getting the correct speed.The customer is requesting to be credited for the over
billing of $The customer has disconnected their accountThe customers September billing reflected charges in the amount of $The customers account was issued credit in of $on 9/29/The customers October billing of $did not include the customers *** chargesThe November bill in the amount of $was high due to the customer being billed two months of *** service for their October $and November $chargesThe customer account was issued credit of $for the over billing for the October and November chargesThe October charges of $and the October *** charges $equals $minus the $quote is a difference of $November bill $minus the October *** charges $equal $minus $quoted equal $The customer will be sent a refund in the next four weeksCenturylink apologizes for the poor customer service received regarding this matter.***/Centurylink ManagerTell us why here

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: On May 4, at 3:15p.m., transaction/payment (#***) in the amount of was attempted, but failed and did not post to the accountollowing this attempt, another transaction/payment
(#***) attempt was made on May 6th, at 8:05p.min the amount of $also failed and did not post to the customer’s accountOn June 3rd, at 7:22p.manother transaction/payment (#***) attempt was made in the amount of 110.93; this payment was successful and was applied to the customer’s accountOn July 7th, at 12:05p.manother transaction/payment (#***) was made to catch up on the past due balances for the previous failed payments, this transaction in the amount of $failed and was not applied to the customer’s accountThat same day at 12:05p.m., another transaction/payment (#***) in the amount of $was successful and applied to the customer’s accountOn August 5th, at 12:26p.manother payment/transaction/payment attempt in the amount of $was attempted and failed and did not post to the customer’s accountOn August 7th, at 11:58a.m., another transaction/payment (***) in the amount of $was successful and applied to the customer’s accountOn September 9th, at 12:09p.m., another transaction/payment (#***) in the amount of $was successful and applied to the customer’s accountOn November 4th, at 7:27p.manother transaction/payment (#***) in the amount of $was successful and applied to the customer’s accountOn September 9th, at 12:09p.m., another transaction/payment (#***) in the amount of $was attempted and failed and did not post to the customer’s accountOn November 6th, at 12:47p.m., another transaction/payment (#***) in the amount of $was successful and applied to the customer’s accountOn December 8th, at 1:35p.m.another transaction/payment (#***1) in the amount of $was successful and applied to the customer’s accountOn January 5th, at 7.27p.m., two transactions/payment (#*** and ***)) both in the amount of $were attempted, failed, and did not post to the customer’s accountIn this instance, have sequential transaction ID numbers indicates the customer most likely pushed the initiate button twice or hit back and then forwards creating duplicated transaction attempts back to backOn January 7th, at 12:10p.m., another transaction/payment (#***) in the amount of $was successful and applied to the customer’s accountOn January 13th, at 12:16p.m., another transaction/payment (#***) in the amount of $was successful and applied to the customer’s accountOn January 15th, at 11:43p.m and 11:50p.m., two transactions/payment attempts (#*** and ***)) both in the amount of $were attempted, failed, and did not post to the customer’s accountOn February 3rd, at 4:17p.m., another transaction/payment (#***) in the amount of $was attempted and failed and did not post to the customer’s accountOn February 5th, at 11:22p.m.another transaction/payment (#***) in the amount of $was successful and applied to the customer’s account Not yet registered in the payment view is a payment of $that as of 02/20/appears to have been successfully made and applied to the accountManual adjustments applied to date amount to applied to the accountIn all, bill amounts due to date are $(adjusted balance after manual adjustments is $1086.48), attempts made that failed: $3245.46, amounts manually adjusted, $and payments attempted an applied to the account $leaving a balance that should be $in over-paymentsIt appears that one of the payments that shows did not withdraw from the account as a result of a payment system error resulted in this balance offsetIn lieu of the customers difficulties getting an answer and resolution to the billing, CenturyLink has issued and adjustment of $due to this error which brings the balance current, addresses the $paid versus owed and as a courtesy an additional amount of $to bring the account currentCenturyLink 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

10/04/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** *** in regards to CenturyLink and *** ** combine billed charges. Below are our findings: Upon research of Mrs***’s CenturyLink account, I found that before the *** ** and
CenturyLink service was combined billed on the CenturyLink 09/16/statement, Mrs*** was charged on a standalone CenturyLink *** ** account number *** ***Before the accounts had been combined CenturyLink sent statements on the standalone bill statements:_____________________________________________________________ Account *** *** Billing Date Apr 19, Previous Balance Payment Received 4/18/Thank you! -New Charges --------------------------------------- Total Amount Due $_____________________________________________________________ Account *** *** Billing Date Apr 01, Previous Balance New Charges Due 4/23/--------------------------------------- Total Amount Due $_____________________________________________________________ Account *** *** Billing Date Apr 19, Previous Balance Payment Received 4/18/Thank you! -New Charges --------------------------------------- Total Amount Due $_____________________________________________________________ The balance due on this standalone CenturyLink account was for 03/22/to 04/21/*** ** bill statement that was paid for by CenturyLink to *** ** on behalf of Mrand Mrs***This balance has yet to be paid by Mrand Mrs*** CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mrs***’s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationWhile it is unfortunate that the *** ** charges billed separate for a time, the charges are still valid and due to CenturyLink for payment of the 03/22/to 04/21/*** ** bill statement that was paid for by CenturyLink to *** ** on behalf of Mrand Mrs***. CenturyLink has closed this complaint. Sincerely, *** ** ***
*** *** ***
*** *** *** *** *** ***

CenturyLink appreciates Mrs*** 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.I have requested the supervisor of the agent that placed Mrs
***’s service order, review the call and contact Mrs*** to assist in resolving her concernsShe will receive a call in approximately a weekShe may reply to this complaint if she has any further issues after speaking to the supervisor.CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mrs***.AmberCenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/11/09) */
I have received and reviewed the Revdex.com complaint from *** regarding higher than expected pricing and poor internet serviceI have reviewed the account notes and history showing the customer has since called in and canceled
their accountI do show the customer has been credited for misinformation on pricing I have also added a $for the customer's service issuesCenturyLink would like to apologize for the time and frustration they have experienced trying to resolve their service and billing issues
Sincerely,
Mr***
Initial Consumer Rebuttal /* (3000, 6, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have not been credited for the misinformation on pricing yet
Also we have been charged For early termination
Reason why we terminated service was because of no action on company's part about misquote (we called about five times regarding this) , poor customer service and poor prism internet product service
Final Business Response /* (4000, 8, 2015/11/24) */
I have reviewed the customers account and show on 11/17/the customer was advised all credits have been issued for misinformation and service issues
Sincerely,
***
Final Consumer Response /* (2000, 10, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Credited me for most issues but not poor internet issues or my investment for equipment I couldn't use that was $

Upon review of call recording from October 27, 2017, the actual Internet speed Ms*** would be receiving was never discussed. It appears the Ms*** assumed she would be receiving Mbps speed when only 3Mbps speed was installed. Ms*** was being billed for Mbps While the charge is valid, an adjustment for the returned equipment has been applied to the account, in an effort to satisfy. A credit for $was issued on April 24, 2018. Since the account is closed, a refund check will be issued Margaret CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by Ms*** ***, regarding a billing disputeAfter investigation of Ms***'s account it has been found Ms*** has been explained why the bill due date changesBill due dates are not a set day of the
monthThey vary by a few days due to weekends and holidaysWe apologize for any frustration that this causes or has caused Ms***Sincerely Mr***

Complaint: ***
I am rejecting this response because: I have spoken to both Century link and *** and been told that the credit was given to century link in October when their contract still bundled the bill. Century link now ways that they are not bundling any more and I am responsible to pay them back but *** says the credit is Century links problem and it is Century link that owes the credit. Century link has also taken my internet service off of vacation and is charging me $per month for a service that has been on vacation since November. They have hostile billing practices and are unwilling to work with me. I have spent many hours on the phone with Century link and they are unwilling to deal with their and ***'s billing issues which is ridiculous because they are the ones that talked me into the bundling and it has been a billing nightmare since October.They need to deal with the credits as I have no way to fix their billing issues at this point
Sincerely,
*** *** ***

I have reviewed the complaint from *** regarding problems checking his account balance and viewing his billI show this issue was investigated via the FCC complaint *** filedThe findings show *** was logging into his old account not the current one so our Consultant removed the old account
and adjusted the late feeWe apologize for the frustration and confusion caused by this issue we are happy to further assist as neededSincerely,Mr.T***

CenturyLink appreciates the opportunity to review Mr***’s account, *** *** ***. Our records indicate the account was disconnected on October 7, 2014. Shipping labels were sent to Mr*** on October 8, and December 12, 2014. The account was correctly
charged for unreturned equipment on December 8, 2014, as the equipment was not returned within thirty days. I have requested a return label packet be sent to Mr*** at the address on his Revdex.com complaint. While the modem was not returned within thirty days of disconnection, I will monitor the account for thirty days. Once the modem is received, I will apply the appropriate adjustment, in an effort to satisfy. If Mr*** prefers, he can return the equipment directly to me at CenturyLink CAG, Attn: *** *** *** *** *** *** *** CenturyLink regret any inconvenience Mr*** has experienced. *** CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer also filed a duplicate complaint with the *** *** *** ***On January 20th, an adjustment in the amount of $was issued clearing the final billCenturyLink
provides that this is sufficient to close this complaint as resolvedCenturyLink 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

CenturyLink appreciates Mr*** 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 with Mr***, I verified Mr***’s
service issues have been resolved by an outside technicianInconsideration with Mr***’s ongoing repair issues, I agreed to a onetime credit of $I apologize for any inconvenience CenturyLink may have cause Mr*** CenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Since the time the complaint was submitted the customer has moved their voice services to another provider Since the protocol for the previous situation
was actually followed in accordance with policy there is no longer anything to adjust While Centurylink understands that a mistake like this initiated by a customer can complicate those on a fixed income, the issue after all did happen as a result of customer error and not anything CenturyLink had done The best solution would have been to dispute the payment with the bank and have it reversed Additionally the carrier the customer has ported out the voice line with did not request any other service on the account be changed or discontinued Because the carrier only requested a change order to take the voice number an internal change order was created to maintain the internet service at the customers same location The new account number for the data only line is *** *** and has a balance due of $ If the customer is unaware that the carrier did the port in this manner and is not expecting to continue the internet services with Centurylink the customer can contact the manager handling the complaint directly by email or via the Revdex.com and the account that currently exist can be disconnected and the balance negated CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, *** *** *** *** *** *** ***
*** *** ***
*** *** *** *** ***

I have reviewed the Revdex.com Complaint from *** regarding a service agreement dispute and early termination feeThe service agreement isn't a formal contract we agree to give the customer a discount each month for a term commitment from the customer which shows on the bill
each monthWe also try to avoid confusion via the order confirmation letter or email to the customer when they start their serviceIn this case I don't show the customer was advised when they put in their disconnect order as they should have beenHer contract was just a few months from being up so I have adjusted the $fee off the closed accountThis will be returned to the customer within business days in the form of a checkIf the customer hasn't received the check within days they can call our credit department to get a status update ***We apologize for any confusion with the terms of the promotion the customer was on.Sincerely,Mr.***

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 trainingA review of the customer’s account
technical statistics indicates the service is at roughly 110% to 116% of the purchased priceIf the customer is testing speeds while connected via the connection, these are not guaranteed as there are too many physical barriers that can interfere with the signalThe customer, with a device hard-wired to the modem should the following speed test: http://internethelp.centurylink.com/internethelp/zam-speed-test.html If after running this test the customer is still getting very slow speed results, the customer can forward these results directly to me at Steve.S@CenturyLink.com for further assistance if needed CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

Initial Business Response /* (1000, 4, 2015/10/09) */
10/9/15:Centurylink has reviewed the customers account regarding the rate they were offered on the internet service.The customer indicated they were offered a rate of $for six monthsThe customer stated their August bill reflected a
higher rate for the internet serviceThe account shows the customer was advised since they received the $credit on their first bill they were not eligible to receive the internet for $Our records indicate an order was issued on 9/4/that added the discount to the account that will give the customer the rate of $for six monthsThe discount was reflected on the customers September billThe customers account was issued a credit of $for the August chargesThe credit will be reflected on the customers October billing statementCenturylink apologizes for the poor customer service received regarding this matter
***/Centurylink Manager
Initial Consumer Rebuttal /* (2000, 6, 2015/10/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
First and foremost I'd like to truly thank the Revdex.com for their help, diligence, time, and impeccable service! Thank you!! First time I have ever used this service and I am impressed and very appreciative! And then I'd like it noted that I really don't have a clue exactly how CenturyLink came up with the dollar amount on the refund (but thank you, CenturyLink) and how or why they are still talking about some $that was 'never' even quoted to me in the first placeThat being said, I accept the final resolution and am grateful for a response and resolution from CenturyLinkThank you very much for acknowledging and rectifying the problem