CenturyLink

I spoke with Ms [redacted] on March 25, At that time, I agreed to remove service and to waive the early termination feeThe account is closed and in the process of settlementMs [redacted] agreed to the resolution on March 25, This issue has been closed **Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer should have been informed that it can take up to two cycles for the autopayment to apply as it is dependent on when in the first thirty days from the account set up and the actual billing cycle starts in relationship to when the autopayment is set upAs for charging to call in and make the payment over the phone, there is nothing illegal about this as customers due have the option of mailing in a check for no charge at allIn this instance, the consultant spoken to should have waived the fee as the customer followed through with all the required criteria and was acting in good faithThe account is auto drafting and is set up correctly at this timeCenturyLink has issued an adjustment in the amount of $to cover the late fee and any other fees encountered in an effort to pay the billThere is nothing new in this rebuttal that changes the fact that this has to go through the CenturyLink claims process CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted] ***

CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his account, [redacted] *** I would like to apologize for the less than exemplary service that Mr [redacted] recently received from CenturyLink representatives His 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 Mr [redacted] spoke with a representative on March 9, regarding his account The notations indicate different options were discussed and Mr [redacted] would call back to place an order An online order was issued on March 11, to upgrade the Internet speed As reflected on the March 25, bill, his speed was upgraded and a new six-month promotional discount was added His monthly rate after the change was $($96-$5) before taxes, fees, and surcharges Mr [redacted] ’s April, May, June, and July bills reflect this rate and there is no indication that he contacted CenturyLink to question the rate until July 29, Per the notations on July 29, 2016, Mr [redacted] called, disputing the monthly rate It was explained that March order was issued online, thus the difference in cost The representative agreed to add two new twelve-month promotional discounts In addition, he agreed to issue a credit for one additional month (month thirteen) of the promotional discount ($41.05) As reflecting on the August 25, bill, Mr [redacted] monthly cost will be $($96-$5-$41.05) for twelve months before taxes, fees, and surcharges Since Mr [redacted] will be receiving the $rate of twelve-months, his request for further compensation has been respectfully denied CenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy

To whom it may concern:CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint rejectionCenturyLink appreciates the customers frustrationThe bundle system is set up as convenience to charge everything on one bill.CenturyLink is only charging what comes from [redacted] , these are charges related to programming for [redacted] and invoiced from [redacted] , Centurylink has no access to the internal proprietary [redacted] systems and vice versus[redacted] invoices CenturyLink days before the CenturyLink bill prints, we just pass it on to the consumer.If you call [redacted] and say you have a billing issue, they will refer you to CenturyLink if it is a billing issue.Unfortunately, charges invoiced to CenturyLink and paid for by CenturyLink prior to giving the customer the bill, are not a billing issue they’re incorrect charges and can only be addressed by [redacted] .The customers contract with [redacted] is with [redacted] and is acknowledged and signed into effect at the time the [redacted] is installedThe term commitment if applicable with CenturyLink is between the customer and CenturyLink and one has no connection to the other they are separate service providers billed on one bill for the convenience of paying all the charges in one payment.All charges or adjustments that are related to [redacted] have to come to CenturyLink from [redacted] , there is no way around this.Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely,Steve S [redacted]

CenturyLink appreciates [redacted] and [redacted] giving us the opportunity to review their handling of his accountAt CenturyLink, we strive to provide outstanding customer service and their comments are appreciated plus utilized to enhance our trainingUpon review, I verified that [redacted] and [redacted] have a pending service orderThe service is to be turned on Tuesday October 24, CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted] and [redacted] [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because: I would like for you to search for it under the address [redacted] *** The only response acceptable to me is to have this removed from my credit Thank you Sincerely, [redacted] ***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The complainant acknowledges the following in this complaintThey initiated service to start a Job (just happens to be Centurylink which does not require that the prospective employee use Centurylink only that they have a high speed connection to work from home)They didn’t download the required software on time and missed the orientation date to get hired (all decisions made by the complainant)This all happened due to delays or inaction (didn’t want to wait or didn’t accept the new orientation date) on the part of the complainant who subsequently decided to look elsewhere for employment and discontinue the Centurylink services they requested Services were used and not disconnected until later at which time the bill was backdated to reflect the date the customer indicated it should beThe former customer and prospective employee is responsible for every decision on this past due bill that led to the collections of said bill and therefore the account is valid and so are all related chargesThe only way to have this removed from collections is to pay the balance in full as the complainant has stated that all actions that resulted in the bill were taken by the complainant and not CenturyLink; regardless of who they decided to eventually work forCenturyLink 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

04/25/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 have found that Mr [redacted] s complaint has already been addressed by a response to a FCC complaintBelow is the response: ______________________________________________________________ April 20, Ms [redacted] Federal Communications Commission Consumer Inquiries and Complaints Division [redacted] Re: [redacted] – IC# [redacted] Notice of Informal Complaint filed 03/28/Dear Ms [redacted] : Please be advised that CenturyLink has completed a review of the complaint filed by Mr [redacted] In the complaint Mr [redacted] states that his internet speeds are slowCenturyLink regrets any issues that Mr [redacted] has experience with his internet services Upon receipt of this complaint, we reached out to our help desk escalation team; when they reviewed Mr [redacted] ‘s connection, his day line stats show as very stable His provisioning is correct in our system and displays no issues Mr [redacted] is currently paying a discounted promotional rate for download speeds up to 1.5Mb and is provisioned for and receiving 1.76Mb from our DSL device, which is 117% of the full purchased rateCenturyLink does not throttle services; however the DSL device that serves Mr [redacted] has reached full capacity, meaning that this can cause network congestion with effects such as slow speeds, packet loss, and latency during peak hours, including nights and weekendsIn order to prevent further issues, we have taken a proactive position to cap the current services; therefore, we are not processing any new internet installations or speed upgrades in the affected local area This will stop further degradation to our current customers' servicesAt this time, we have no upgrade information to provide; however CenturyLink Engineers continue to evaluate areas to determine the best locations for expansion of the serviceCenturyLink apologizes to Mr [redacted] for any inconvenience or frustration Sincerely, [redacted] ______________________________________________________________ CenturyLink has reviewed our previous responses to Mr [redacted] ’s issueAfter careful consideration, we find our original investigation and response to be valid CenturyLink has closed this complaintSincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

02/22/2016CenturyLink 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 the current promotional to be as follows:Home Phone IIMonthly Recurring Charges 96.90Loyalty Credit -$(expires 12/18/2016)Loyalty Credit -$(expires 07/21/2016)Loyalty Discount -$(expired 07/21/2016)Military Discount -$5.00Promotional Discount -$(01/21/2018)-----------------------------------Total phone and internet package $(before taxes, fees, and surcharges)Internet ala carte features/equipment:CenturyLink @Ease - Standard 9.99Router Equip Fee 9.99Vacation EquipFee Discount -(expires 10/21/2016)-----------------------------------Total Internet ala carte features/equipment $(before taxes, fees, and surcharges) [redacted] Package:Monthly Charges [redacted] Premium TV 134.99Additional Set Top Box 19.98Primary Set Top Box [redacted] HD TV 11.99$off [redacted] for Months -(expires 01/21/2017) [redacted] Loyalty $for mos Promo -(expires 01/21/2017) [redacted] Loyalty $for mos Promo -(expires 03/18/2016) [redacted] Promotion -(expires 11/23/2016)Set Top Box Waiver Fee -(expires 01/21/2017)-----------------------------------Total [redacted] package $(before taxes, fees, and surcharges)_______________________________________Total service pricing $(before taxes, fees, and surcharges)As shown above the pricing rate will fluctuate depending upon promotional expiration datesUnfortunately, CenturyLink customer service cannot quote an exact monthly quote as taxes fees and surcharges vary from state to state, county to county and town to townAll CenturyLink quotes estimated quotes are before taxes, fees and surcharges.As the CenturyLink loyalty department has already resolved this issue by adding additional temporary promotional discounts to Mr [redacted] ’s CenturyLink account and with the advisement of estimated quotes before, taxes fees and surcharges, CenturyLink finds this issue to have already been resolved.CenturyLink 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 situationCenturyLink has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CASE ID: [redacted] 09/08/CenturyLink has received a copy of the Revdex.com complaint for [redacted] ***Below are our findings: Review of Ms [redacted] ’s CenturyLink account confirms CenturyLink has previously received and investigated this dispute in response to a complaint filed with the [redacted] and the Federal Communication CommissionCenturyLink reviewed both complaints and our previous response stands: The CenturyLink bill Mr [redacted] is disputing is for our internet service he had at [redacted] ***He connected service at this address on 2-21- Mr [redacted] had the service disconnected on 2-14-The bill for $is his final bill amount covering the time frame form 1-25-to 2-21-at the [redacted] The last payment we received from Mr [redacted] was for $covering the time frame from 11-25-to 1-24- This bill is correct so we must respectfully decline to issue credit for the $amount We have had collection activity suspended for days to provide an opportunity to pay the bill without contact from a collection agencyCenturyLink apologizes for any inconvenience Mr [redacted] may have experienced regarding this matter Sincerely, Mrs [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because:This is the same generic apology issued by the all Century Link employees before the proceed to treat their customers with rude disregardAt least it is consistent through out the companyI suppose something can be said for consistencyThis is no way addresses the continued service issuesIt in no way addresses the physical line that needs replacingNor, does it address the manner in which they deal with their costumersIn fact it shows a continued effort to write us off and not provide the services we pay forThe letter addresses the billing issue, yet continues to blame it on [redacted] [redacted] assisted me in proving to Century Link they had made an errors [redacted] had nothing to do with the "phone company" having my mailing and physical addresses wrongThey had no part in Century Link refusing to even talk with me respectfully about the issueThat battle was won not by Century Links graces, but by myself engaging Century Link relentlesslyIt took two seperate battles that lasted three days each with 10-hours on the telephone with themEnduring multiple "dressing downs" by Century Link employees, enduring multiple periods of "eternal holds", and speaking to numerous "supervisors" and "escalations teams." These are not exaggerationsThey are documented timesAlso, since writing my complaint to the Revdex.com we have been engaged with a new issue with Century LinkNow, they are billing me over $for DSL Modem that apparently I was supposed to returnI have a stack of DLS modems that Century Link has sent over the past yearWhich one needs returning? Where is the shipping box? Why does this one need to be returned?I am left wondering now, between this weak response, the added billing issues, along with a continued lack of addressing the service issue, if I am now being penalized for speaking out Century Link has made no effort to address any of these issues on their own Sincerely, [redacted] ***

Veronica, I handed this job off to our rehab manager Matt F [redacted] He will be scheduling the dig Matt, Can you keep [redacted] updated please? Thank you, Chad D [redacted] 602-565-Supervisor Regional Opperations From: Espinoza, Veronica Sent: Thursday, February 22, 2:PM To: D***, Chad Cc: ***, [redacted] Subject: RE: Revdex.com Complaint for [redacted] Chad, On the issue with this account would you kindly keep [redacted] * [redacted] (Cag Agent) updated on the progress with this project at the customer’s residence Thank you, Veronica From: D***, Chad Sent: Wednesday, February 21, 10:AM To: [redacted] Subject: RE: Revdex.com Complaint for [redacted] Veronica, Can you call me about this one please? There are some extenuating circumstances regarding fixing this issue Thank you, Chad D [redacted] 602-565-Supervisor Regional Opperations

CenturyLink has reviewed our previous responses to Ms [redacted] issue After careful consideration, we believe our original investigation and responses to be validI have left Ms [redacted] a voice message with my direct contact information for any further questions or concernsCenturyLink has closed this complaint [redacted] CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Ms [redacted] regarding her billing disputeIn review of the account, the service was disconnected on July 29, The modem was received by CenturyLink on July 25, As a matter of customer satisfaction a credit of $has been applied to the account CenturyLink apologizes for any frustrationSincerely, Ms [redacted] CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Subsequent to the filing of this complaint and prior to this reply, the customer submitted an identical complaint another manager in the executive office and the complaint was addressedThe customer was given a partial adjustment and aprt of the charges were sustained and a full explanation of this was providedHaving reviewed the other complaint submission and resolution this reply will defer to the decision already provided as correctCenturyLink 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

Everything has finally been taken care of It's a shame that it had to be taken this far to get something accomplished I appreciate the issue being resolved, but overall century link really needs to step up their customer service and realize the customer is what drives their business 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]

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, I verified the inconsistent billing was due to changes and additions to serviceI spoke with Mr [redacted] today to provide a full billing explanation and clarification regarding his monthly recurring charges ongoingI agreed to a onetime adjustment of $inconsideration to the difference in cost originally advised before changes in serviceI provided Mr [redacted] my direct number for any further questions or concerns regarding this complaint [redacted] CenturyLink Customer Advocacy Group

Initial Business Response / [redacted] (1000, 4, 2015/07/21) */ 07/21/ I have received a copy of the Revdex.com complaint filed by [redacted] , regarding a billing disputeUnfortunately, Ms [redacted] did not provide her CenturyLink account numberIn order to investigate her complaint, I will need the CenturyLink account numberOnce I have the necessary information I will be able to investigate her concernsCenturyLink apologizes for any frustration Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) My account number is XXXXXXXXXX Final Business Response / [redacted] (4000, 12, 2015/08/13) */ 08/13/ In response to Mrs [redacted] 's rebuttal, if she can supply the proper tracking information that shows the equipment was delivered to CenturyLink, then a credit will be applied to the accountOnce Mrs [redacted] has the information she may contact CenturyLink customer service at X-XXX-XXX-XXXX and supply the tracking number so that the delivery can be verified and then any credit due will be applied and a refund check would be submittedIf the tracking information reveals the equipment was not delivered the balance would not be credited and she will need to contact the shipping company to do research of the package Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Final Consumer Response / [redacted] (2000, 14, 2015/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed the Revdex.com complaint regarding early termination fee dispute and not being told about one time and prorated chargesI have reviewed the account history and based on the internet issues and poor service experience along with the short time as a customer I have adjusted the early termination feeI show the account has a zero balance so the customer will get a check in the mail for the credited fee within daysCenturyLink would like to apologize for any frustration this situation has caused.Sincerely,Mr[redacted]

CenturyLink appreciates Mr [redacted] providing the account numbers CenturyLink’s position regarding his concerns with this account was previously provided per Revdex.com complaint # [redacted] A response was sent to the Revdex.com on February 26, However, with this information I was able to locate Mr [redacted] ’s old address in Idaho, which was not previously provided Account [redacted] was established on December 16, for billing of Mr [redacted] ’s [redacted] service Three months of [redacted] charges were billed on this account The account was disconnected on March 20, Mr [redacted] made one payment on March 9, for $ The current balance due is $ The balance due is valid and has been sustained I have attached copies of the monthly statements for Mr [redacted] ’s review [redacted] Customer Advocacy Group