CenturyLink

01/29/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings:Upon research of Ms [redacted] ’s CenturyLink account number ###-###-#### 753, I found on 12/23/an order was completed to remove the phone number ###-###-#### and add just internet with a product Id of ###-###-####On 01/21/an order was placed to restore the phone and combine the internet on the account with the phone.Basically, Ms [redacted] ’s phone was removed and internet was put in its placeLater the phone was put back in with the internetThis is not the procedure on how to add internet to a home phone accountHowever, as a courtesy due to Ms [redacted] ’s continued loyalty, I have credited the balance to zero.I apologize for any inconvenience this may have caused.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 trainingUpon review, This issue has already been escalated to the Federal Communications CommissionMr [redacted] will receive a response for all concerns through the FCC process [redacted] CenturyLink Customer Advocacy Group

CenturyLink has exhausted all investigatory resources in regards to this issueThe phone number provided does not pull up an account for [redacted] ***Our agents via phone are able to gather additional proprietary information from the customer to locate accounts, such as a SSNFor further assistance regarding [redacted] issue we ask that he contacts our Financial services directly at [redacted] CenturyLink has closed this complaint.Sincerely, [redacted]

CenturyLink appreciates the opportunity to review [redacted] ’s account, [redacted] *** Our records indicate the account was disconnected on November 8, [redacted] ’s November 8, Closing bill correctly reflects a $Early Termination Charge, as [redacted] did not fulfill his twenty-four month commitment In [redacted] ’s Revdex.com complaint, he claims he was told the Early Termination Fee would be waived if he moved The address on the Revdex.com complaint ( [redacted] ) is the same address where the CenturyLink service was installed In addition, the Closing bill address that was given at the time the account was disconnected is also the same, [redacted] The Early-Termination Fee is not a penalty Rather, it is an offset or recovery of CenturyLink costs related to early termination and the discounts associated with the term commitment [redacted] was receiving $in monthly Internet discounts because of the commitment The Early Termination Fee is valid and the charge has been sustained CenturyLink regrets any inconvenience [redacted] has experienced [redacted] CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink does not randomly change the pricing or add or change anything on the customers account without the customers consentPromotional pricing or features during the promotional period do change once the promotion expiresthis is what has happened on this accountThe customer has an ongoing modem return issue and four attempts have been made to send the customer a label to return the equipment but it still has not been returned as far as CenturyLink inventoried product showsVoicemail was not removed from the customer’s account but may have changed due to any other package changes the customer may have authorized on the accountCenturyLink 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

02/08/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings:Upon research of Ms [redacted] ’s CenturyLink account, I found the 11/09/bill statement was the first bill statement after Ms [redacted] ’s promotional discounts expired resulting in the rates of service being standard rate as shown on the 11/09/bill statement:Account Number: [redacted] of 6Bill Date: Nov09, 2015Previous Balance 121.95Payment Received - Oct28, -121.95Balance Forward .00Current Charges (see below) 177.99-----------------------------------------Total Amount Due $177.99On 11/24/2015, Ms [redacted] called to CenturyLink customer service requesting new poromotionsAn order was placed to add a promotion worth $a month for months with a required contract starting the next bill cycle, 12/09/A manual credit of $was applied to 11/09/statement bringing the $balance due to $123.91.On 12/02/2015, Ms [redacted] called to CenturyLink requesting to disconnect service for “Billing Issues”Ms [redacted] was advised of the $early termination fee for disconnecting service befor the contract expiration date of 11/24/2016.The early termination fee is valid due to no billing errors as promotions expired, new ones were added and manual credits were issued to assist with the 11/09/statementHowever, as the promotions were only added for days (11/24/– 12/02/2015), and the credit issued was reversed due to the cancelation of service, I have adjusted the $early termination fee, as a courtesy.CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms [redacted] ’s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationCenturyLink has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because:CenturyLink continues to be non responsive to my attempts to resolve our differences outside of the Revdex.comOn 7/in a Revdex.com response, [redacted] (Centurylink manager handling the complaint) indicated that speed was incorrectly keyed during account set up, resulting in 20Mbps instead of the quoted 40MbpsAlthough I have asked to have speed corrected twice, speed remains at 20MbpsOn 7/14, I sent the following message to [redacted] "In order to accept Revdex.com resolution:Change speed to 40mbs, change my account to paperless billing, change monthly rate to $(I will not set up auto pay), credit my account the difference for past months and remove late fees as payments were slowed due to not getting the service orderedOnce I receive confirmation that this is in the works, I will accept the Revdex.com resolutionOtherwise I will reject resolution (in days) and we will need to talk about canceling service and crediting money spent on the modem needed for the plan"days have passed, Revdex.com response is due on day 5, I remain dissatisfied and feeling that I was misleadI have conceded in the area of monthly price and have proposed a resolution Sincerely, [redacted]

CenturyLink appreciates Mrs [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, Our system caused Mrs [redacted] ’s order to go into error, the order did not completeI have processed a new order to fix Mrs [redacted] ’s billing, all charges will be back credited to November 11, I apologize for the error; the fix should be complete in the next couple weeksMrs [redacted] will receive a final bill with the revised charges prior to the original disconnect request dateI have left Mrs [redacted] a voice message with my contact information for any further questions or concerns in regards to this complaint [redacted] CenturyLink 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 meShame it has to go this farThanks for being the leverage that keeps businesses like Centurylink honest Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/11/23) */ 11/23/ CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Ms [redacted] ' CenturyLink account, I found no record of an agent explaining the standard fee for installing additional set top boxesThis fee would have been charged regardless of when the technician installed the additional set top box (either during the move order, before or after) As there were no records that Ms [redacted] was advised of the additional fee, I have issued a credit to her account in the amount of $I apologize that she was not advised of the standard install fee for additional set top box Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/11/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) The agent granted me the credit for the installation fee that was assessed without my knowledge

Centurylink appreciates [redacted] giving us the opportunity to review our handling of his accountI would like to apologize for the less than exemplary service that [redacted] recently received from Centurylink representativesHis comments are appreciated, and to improve customer service, will be investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs wellOur records indicate that we had sent [redacted] boxes to return the equipment and per the [redacted] tracking information the delivery was refused by [redacted] and sent back to usWe have sent additional boxes per this complaint to return the equipmentThey will arrive within 10- daysIn an effort to satisfy, We have adjusted the full bill amount on the account for the frustration and the confusion that was created by our agents that did not address the billing properly to provide a resolution to [redacted] ***s billing complaint Centurylink regrets any inconvenience [redacted] *** has experienced Sincerely, [redacted]

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this rejectionI apologize for the error, that reply was intended for another customerNotations pertaining to account [redacted] indicate that the order was issued via a re-seller of CenturyLink services on or about October 18th of I have found another account with the same name but is from another stateI will need all the relevant account information to proceed with further review of the complaintThis should include both DISH and or DirecTV account numbers if applicableTis information can be provided through the Revdex.com as a rejection or sent directly to the case manager handling this complaint at Steve.S [redacted] @CenturyLink.com Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [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 [redacted] The modem was dropped at a [redacted] store an hour ago [redacted] Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 4, 2015/11/14) */ To whom it may concern: CenturyLink has reviewed the complaint and found the following: There seems to be a lot of misinformation and misunderstanding all the way around on what transpired, why and the significance therein The customers previous account, XXX-XXX-XXXX XXXR at [redacted] st was established October of And on And on January 29th, an order to disconnect service, DXXXXXXXX was issued and completed on January 30th, This order, having been written on the 29th, was done after the January bill already went to print The final bill issued on the February, date reflects this and virtually all of the final bill that remains owed is charges for [redacted] (less approximately $8.00) as all CenturyLink charges that billed on the January bill were backdate to reflect the disconnection date of January 30th, That said, these are valid charges and won't be adjustedCenturyLink pays [redacted] in advance for the customer so that there isn't any disruption of the service and this amount has been paid to [redacted] for the timeframe noted on the final billAny other charges for [redacted] on CenturyLink systems or billed directly by [redacted] are tied to the [redacted] account number and would pick up where last left off as invoiced relative to the final bill issued as mentioned above The complaint indicates that the new modem requirement was after all not needed and this is not correct Even though the technician may have said this, it's not correctThe customers modem from the previous address is a VDSL 2+ modem and the service in the new area is GPON and requires a different modem to be capable of the available speed options, the other modem cannot handle This brings up another point of contention the customer has with what they experiencedThe transfer of service when applying it to stand alone DSL or regulated lines is pretty much the same That said it would not have made any difference in this case as the technology that is available at the new place may have actually necessitated a disconnection and new connects even if the customer expectation was different If a transfer of service had been done to the new location, everything that was needed at the new location including a change in price, equipment and plan would be required because the service that the customer had previously is not offered at the new location The new service is a 1GIG/1GIG circuit and the promotional pricing the customer had prior is not available on a 1GIG circuit fed area The GPON service slowest available speed is 40M and goes all the way up to100MUnfortunately, when a transfer is done, this changes everything; it is the exception, not the rule CenturyLink understands that not everyone wants to pay the extra pricing for the higher speeds and when this occurs does allow for the customer to opt out of the previous service with no early termination penalty as a courtesy to the customer so they have options and are not forced to pay for something they didn't request in the first place CenturyLink does not endorse deceptive practices and will address where applicable the issues that allowed the customer to perceive this to happen in a way that was disturbing to the customer and unprofessional at anytime by any CenturyLink employee If the customer would, please collect all the billing documentation and contact the executive office manger handling this complaint directly by any of the means listed below for further assistance so that the customer may get resolution to all issues detailed in this complaint 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 XXX-XXX-XXXX [redacted] @CenturyLink.Com Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/12/04) */ I apologize I did not reach the deadline response time due to holidays However, in reading the response from the company I am alarmed once againThe respondent wasn't even referring to the correct accountThey referred to an older account we had with them It's complete garbage how he have dealt with this STILLA few weeks back I received a collection noticeThey sent me a collection for the receiver box I WAS AGAIN TOLD by customer service that they'd send me a return package kit forNever received it rather another $100+ collection bill It is CLEAR to me that this is how they operate and incompetence at all levels exists I assume I will just eat this as have others I've spoken with since our problems who've shared similar experience CenturyLink is the worst I've ever encounteredIt's apparent now there is no plausible way for me to be reimbursed without my own time/money investment Final Business Response / [redacted] (4000, 14, 2015/12/21) */ To whom it may concern: I have reviewed the customers' complaint and found the following: The response was to that account of not e or in the event the account found using other information in the complaint Additionally, it did address the customers stated questions, concerns and issues to the extent could be Contact information was also provided to the customer for further assistance should this be needed and to date CenturyLink has not received any additional request from the customer to the manager handling this complaint If the customer needs further assistance, again, below is listed the means by which the customer can contact this manger directly CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaint Sincerely, [redacted] Executive Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care Complaint Response Date bumped because: Holiday Final Consumer Response / [redacted] (2000, 16, 2015/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Once again, Century Link is failing to read the complaint and/or look into the correct account Account number is wrongThis is our old account that we canceled in January The account I am in discrepancy over was started again in May and transferred in August with cancellation in September/October The account number I am referring to is XXX-XXX-XXXX SOMEONE PLEASE READ THIS AND REALIZE WE ARE NOT TALKING ABOUT A JANUARY CANCELLATION ON AN OLD ACCOUNT RATHER THE ISSUES THAT HAPPENED ON A NEW ACCOUNT IN AUGUST-SEPTEMBER OF HOW CAN NOBODY REALIZE THAT THE CONSUMER IS ADDRESSING MY COMPLAINT WITH AN OLD ACCOUNTHE IS NOT EVEN ADDRESSING MY COMPLAINT DURING THE CORRECT DATES! See their post below C"enturyLink has reviewed the complaint and found the following: There seems to be a lot of misinformation and misunderstanding all the way around on what transpired, why and the significance therein The customers previous account, XXX-XXX-XXXX XXXR at NW 158th st was established October of And on And on January 29th, an order to disconnect service, DXXXXXXXX was issued and completed on January 30th, This order, having been written on the 29th, was done after the January bill already went to print The final bill issued on the February, date reflects this and virtually all of the final bill that remains owed is charges for DIRECTV (less approximately $8.00) as all CenturyLink charges that billed on the January bill were backdate to reflect the disconnection date of January 30th, 2015." THEY ARE LOOKING AT AN OLD ACCOUNT!!!!!!!!

Initial Business Response / [redacted] (1000, 4, 2015/07/06) */ 07/06/ CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: I made contact with the CenturyLink's area plant supervisor with a request to expedite the burial of the drop line in Mr [redacted] 's yardI received a response back today stating that the work has been completed and Mrs [redacted] was satisfied I apologize for any inconvenience this may have caused Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Upon review we have reached out to MrS [redacted] and he has issued a credit for the billed amount of $as his prior notes indicated that this was part of the previous correspondenceThe account is now at a zero balance and closedCenturyLink apologizes for the frustration encounteredSincerely, MrC [redacted]

CenturyLink appreciates [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, I verified [redacted] transferred his service ,account number [redacted] , from his previous address on 10/26/Due to the transfer of service, the account number changed to [redacted] The billing for his previous account carried over to the new accountHe can disregard the billing under the old account, [redacted] The new account, [redacted] , has since been disconnected on 11/20/and backdated to 10/18/2017, causing the service to credit back to 10/18/He will receive a final bill with the credit back to that date in approximately two weeks CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted] [redacted] CenturyLink Customer Advocacy Group

CenturyLink appreciates [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, I verified [redacted] ’s refund was processed on 08/02/The refund was returned to the card he originally provided, ending in ***If [redacted] cannot locate this refund, we direct him to his financial institutionOnce CenturyLink releases the funds for refund, the financial institution posts it back to his card CenturyLink apologizes for any inconvenience or frustration this issue may have caused [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: Exhaust situations occur due to increase in demand from the persons that are on a given switchWhen this happens, CenturyLink does not continue to sell service on these switchesThis customer is currently on the maximum speed and is being provided with between 112% and 117% of the purchased speedsDownload speeds will vary on wireless connections and are not guaranteedInformation regarding future updates is considered Centurylink Proprietary Marketing Network Information and usually is not divulged to the public until such time the build is in placeI have checked as a courtesy to this customer and this area is most likely to see upgrades to the area sometime around December of That is not guaranteed, but is on the scheduleCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] ***

I have reviewed the Revdex.com Complaint from [redacted] regarding an email promotion offering a lower rate than we actually offerI'm sorry to hear about this situation and would like the customer to provide me the link if possible to the misrepresented promotion so we can see where it came fromI checked the Customer's account and was able to give them a $per month discount for the next months to help with this situationWe thank the customer for bringing this to our attention so we can hopefully track and correct the information so others don't have the same experienceSincerely,Mr[redacted]