CenturyLink

09/06/2016 CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings: Upon research of Ms***’s CenturyLink account, I found this issue had already been resolved on 08/09/2016, when Ms*** spoke with an
agent who added a month contractual promotional discount that Ms*** agreed to bringing the monthly recurring rate for the package to before leased equipment, taxes, fees and surcharges as shown form a clip of the 08/19/statement:________________________________________________________________...⇄ Internet Monthly Charges --------------------------------------------------------------------------------...⇄ High-Speed Internet Loyal Customer Credit of 12 -High-Speed Internet Promotion Month of 12 --------------------------------------------------------------------------------...⇄ Monthly Charges Total $29.95__________________________________________________________________________...⇄ As this concern has already been addressed, CenturyLink has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have received a copy of Mr*** ***’s Revdex.com complaint submissionUnfortunately, Mr*** has not provided his CenturyLink account numberIn order to investigate the complaint; I will need the CenturyLink account number to address Mr***’s concernsI will be
happy to reopen the complaint, once Mr*** submits the necessary information Sincerely, Ms***CenturyLink Customer Advocacy

05/18/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, I found the new service was ordered by a vendor and not by CenturyLinkCenturyLink only maintains recorded calls
for up to daysThe vendor however was able to supply a transcript of the new service orderMs*** was offered the follow package with and was advised of the difference in pricing with and without the required autopay:------------------------------------------------------------------------...⇄ High-Speed Internet without AutoPay Month Term Commitment --------------------------------------------------------------------------------...⇄ Monthly Charges Total $with autopay ORInternet High-Speed Internet with AutoPay Month Term Commitment --------------------------------------------------------------------------------...⇄ Monthly Charges Total $without autopay and paplerless billing-------------------------------------------------------------------------...⇄ was also advised of the lease router fee and that the quote of service was before taxes, fees and surchargesI reviewed Ms***’s bill statements and found she was being charged correctly for her service without autopay (see above pricing):-----------------------------------------------------------------------...⇄ High-Speed Internet without AutoPay Month Term Commitment --------------------------------------------------------------------------------...⇄ Monthly Charges Total $with autopay Leased router $8.99---------------------------------------------------------------------------...⇄ the agent did not advise of the Month Term CommitmentThe vendor has sent coaching/disciplinary request to the agent’s supervisorI have issued a credit adjustment in the amount of $for the early termination fee.Ms*** was charged a non returned equipment fee of $+ $taxes totaling a charge of $for the non return of the leased modem/routerI have submitted a request for a return labelMs*** will need to return the leased equipment within days from today’s dateCenturyLink will not be provided the UPS tracking numberMs*** will need to track the return packageOnce the package has been delivered to CenturyLink, she will need to call CenturyLink customer service at ###-###-#### and provide the tracking number for proof of delivery to receive a credit adjustment for the return of the equipmentShould the equipment not be received within the days allotted time, no credit will be issued.As a credit adjustment has been issued and a return of leased equipment offer has been provided, CenturyLink has closed this complaintI apologize for any inconvenience this may have caused.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Revdex.com:Thanks to Century Link for reviewing this issue and I appreciate their offerUnfortunately there is not a link, but only a marketing email that was sent to me. I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
***n ***

Complaint: ***
I am NOT rejecting this response, but am writing directly to the business with the information they requested (copied below)
Sincerely,
*** *** This phone number was always Internet onlyIt started on April 7, Previously we had voice phone service at the same location, but that was discontinued a number of years ago. We started Vacation Service 12-4-2015, and I was told the rate was $9.95/moWe re-started broadband only service on 3-17-

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 all past billing issues were resolved
as Ms*** 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*** CenturyLink Customer Advocacy Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I am hopeful that Century Link will do as they said and remove the bills they have sent me in error They stated it may take some time for that portion to resolve *** from Century Link was very helpful and I really appreciate the Revdex.com for helping me facilitate contact that I was having so much difficulty making before I filed the complaint
Sincerely,
*** ***

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, This issue has already been escalated to the
CenturyLink Executive officeMr*** will receive a response for all concerns through the CenturyLink Executive office process** CenturyLink Customer Advocacy Group

CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her accounts, *** *** *** and *** *** ***. 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***’s *** account was disconnected on May 27, 2016. Prior to the order being issued, a May 10, bill was generated reflecting charges for the May to June billing period. The May 25, Closing bill reflected credit for previously billed service from May to June 10, Ms***’s *** account was established on May 31, with Internet and Home Phone. The Home Phone was removed on June 13, 2016. Ms***’s July 4, bill reflects a $credit. Ms*** spoke with a representative on July 14, 2016. An additional $credit was applied to the account. This credit should be reflected on the August 4, bill Ms*** is a valued customer and I apologize she was not treated in this manner. CenturyLink regrets any inconvenience Ms*** has experienced *** CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the complaint and found the following: Centurylink apologizes for any outages or inconvenience that it may cause the customer If and when there is any disruption of service due to CenturyLink error or issues with equipment,
Centurylink will adjust for the downtime CenturyLink does not compensate persons for lost wages or business when services are not available for any reason If a customer is using the services for business purposes and relies solely on a internet connectivity to facilitate this work it is advisable that regardless of which service provider the customer may want to invest in redundant services or business class service with a guaranteed turnaround time service agreement 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

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 trainingPrior to this reply, the customer
filed several complaints with the same complaint informationThe reply from the executive office was as follows: “The customer's correspondence states they wanted the services disconnected due to ongoing billing issues. I tried to contact the customer three times without success. I had the service disconnected and the bill dated effective 02/19/18” CenturyLink feels that this is sufficient to close this complaint as resolvedCenturyLink acknowledges the complainant’s concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S***

I have reviewed the Revdex.com Complaint from *** regarding his internet provisioned vrs actual speeds they are gettingI would be happy to help with this issue if the customer can provide me with their CenturyLink account numberThanks,Mr.***

Revdex.com:
While I believe their customer service practices, and fees, are still predatory in nature, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I never authorized another number I don't owe money for the entire month for *** The other phone number/account number is not mine and I will not be paying that I will pay for the amount that I used phone number *** from the billing date to the termination date
Sincerely,
*** ***

Response to the Revdex.com:To whom it may concern:CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint. At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training. When a customer
indicates they are using their own equipment it is assumed they know it’s compatible. CenturyLink issues a compatible modem on each new connect order with a prepaid return label.Records indicate that a modem did ship December 29th, was accepted January 3rd and according to tracking number *** was returned to CenturyLink immediately and received on January 11th, 2018.It’s automatic on new orders and this is the reason, it assures compatibility with the technology being used at the service location.Contrary to the complainant’s statement that CenturyLink modems are required to use the service is not correct.The only thing that is required regardless of the origins of the modem chosen to use is that it be the same technology that is compatible with the type of DSL service we are providing at a given address.These can be purchased at retail electronic, computer stores or from CenturyLink.The customer has already been given adjustments totaling $which is roughly equal to almost two full months of internet service.CenturyLink provides that this is sufficient to cover an issue where CenturyLink really want the cause to begin with.CenturyLink acknowledges the complainant’s concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,Steve Schwartz

Complaint: *** I am rejecting this response because: I was sold Prism Extreme with channels and whole home DVR, and mps for $ I usually ask if the total includes taxes, but I can't remember if I asked this or not My order number was ***Regarding the mps: three techs have been out to my home during the one year contractual obligation I agreed to, the 2nd tech told me he thought the “"box" he needed to connect was in my neighbors back yard and the gate was locked” I called again during the September time-frame you mention and was told I should be receiving 40mps and my modem should be free I was never told 40mps wasn't available to me until my call in April when I asked to speak to a supervisor "***" got on the phone and he told me then mps wasn't availableThis was April 19th, and I asked to speak to someone with more authority, as *** was trying to sell me “credits and future service”. My claim went to Research and Resolution on this date. Eight days before my contract was due to end. I've gone over all my bills I've received from Century Link(CL) for the one year contractual period and the total that has been taken out of my account by CL is $2,which comes to per month...a price I would have never agreed with And to make this situation even more egregious, I had, for the first since I've been using ***, which is as long as *** was available, I had to call my bank and put a stop to CL *** authorization On May 1st after being told I was in credit standing and after receiving statements showing I was in credit standing an additional was taken out of my account. Icing on the cakeGoing back to my monthly bill which ought to have been in the amount of per month, I received a letter from your company taking a month per month for months off my bill, for being a great customer and again I received another letter giving me $off just for callingI appreciate the fact the CL apologizes for my frustration dealing with the company, yet it's not just frustration, I was utterly stunned with the conversations I had with your Research and Resolution I was spoken to with utter disrespect, was told me I was over billed a 1000.00, but could only get a month credit He didn't care that I would come here to the Revdex.com to find assistance in correcting this, because as he told me, the complaint would come back to him And, the amount of precious time and energy it has taken me to correct what I feel is total disregard to your customers, the mistrust CL has created in a system that required a great deal of trust, the *** system, is mind boggling. Additionally, I utilize the social app NextDoor.com and have shared my experience with my neighbors, and last time I checked there were response's, majority of which have all experienced bad faith service with CL. And, I believe if the first tech who was in my home would have done a proper job of “wiring” my home for service I probably could have received faster service, instead my service came through a telephone line. And now CL is peppering my neighborhood with advertisements of gig of speed And another service you claim to offer is “on demand”, oh bother, not one single series had all the episodes. In closing my bill for one year ought to have been instead of the CL has taken out of my account. Sincerely, *** * *** *** *** ***

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, The remaining charges of $billed to Mr
*** were due to an Early Termination FeeInconsideration to Mr***’s billing and service concerns, I have agreed to adjust all final charges in disputeMr***’s final account is at a zero balance and all collections have been suspendedI apologize for any inconvenience CenturyLink may have cause Mr*** CenturyLink Customer Advocacy Group

CenturyLink is unable to give Mr*** a different rate than other customers who have the same Internet speed. When Mr*** spoke with a representative on January 18, 2017, a $twelve-month promotional discount was added to the account. In addition, Mr*** received a $credit to satisfy. The new discount is reflected on the February 7, bill. Mr***’s original promotional discount ($without Auto Pay and Paperless Bill) expires in February 2017. As reflected on the monthly bill, his term commitment expires on February 23, 2017. While CenturyLink would hate to lose a customer, Mr*** can disconnect his service without penalty, if another provider might better suit his Internet needs *** CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: After acquiring the results of the last weeks data regarding the service to the customers address the following statistics were compiledAt the point of demarcation, the network interface on the side of the house, the stats do not concur with the information in the complaintThese statistics are as follows: The customer is getting 112% to 117% of the service paid for and between 99% and 112% of the 1.5M provisioned at any given timeThe condition known as “Bandwidth Exhaust” is not related at all to additional servers on a network so not sure where that information came from but it’s not applicable in an “Exhaust” situationWhen the equipment that provides internet to a particular address is in an exhaust state it is the remote terminal or DSLAM that is out of capacity that may experience exhaust at times of very high volumeIn this instance, that is not the case and more likely is caused by the rather low speed available to the customer’s location which is dependent on a number of different factorsThis customer is served by an older ADSL circuit and due to the distance to the premise is limited to the speeds they receiveCenturyLink evaluates the need for upgrading any given area for higher speeds or capacity upgrades on a regular basis but does not disclose this information as it is considered proprietary network marketing informationIf the customer is in need of a higher bandwidth or speed to accommodate a need that may exceed what Centurylink is currently able to provide at this time, there are various other service providers that may be able to provide such speed or bandwidthCenturyLink 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 our handling of his account, *** *** ***. I would like to apologize for the less than exemplary service that Mr*** 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 Unfortunately, CenturyLink is unable to bill at the $rate Mr*** states he was quoted with the products and services currently on the account. Several representatives have issued orders to place additional discounts on the account but they were not compatible. A credit for the difference in the quoted rate and the billed rate has been applied to the account for seven months (December to June). Assuming the June bill will reflect $in new charges, Mr*** has been billed $and should have been billed $($84.94*7) for a difference in $236.42. A credit for $was issued on June 10, and should be reflected on the June 25, bill Since CenturyLink is unable to bill at the quoted rate, we are willing to waive/credit all Early Termination Charges that might be applied if Mr*** decides to disconnect his service. He would need to contact the business office to have an order issued. This offer is valid until July 13, If Mr*** decides to keep his service, he understands that he is billing correctly for the products and service on his account and no further credits will be applied. In addition, his monthly cost will increase as the promotional discounts that are currently on the account begin to expire. I will monitor the account and make any necessary adjustments for the Early Termination Fees, if he decides to disconnect. CenturyLink regrets any inconvenience Mr*** has experienced *** CenturyLink Customer Advocacy