CenturyLink

09/05/2016 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 Mr*** was advised of new package estimate monthly recurring rate below before taxes, fees
and surchargesI found for the past months Mr*** rate has been the following:_____________________________________________________________ Internet Advanced Lease Modem Discount -Advanced Modem-Lease High-Speed Internet with AutoPay & Paperless Bill Term Commitment Months ------------------------------------------ Internet Monthly Charges Total $_____________________________________ DVR Service Fee Prism HD TV Prism Preferred TV Prism TV Promotional Credit -Prism Promotion month -Prism Loyalty $for Mos Promo -1st Prism Wireless Set Top Box 2nd Prism Wireless Set Top Box Primary Set Top Box ----------------------------------------- Prism™ TV Monthly Charges Total $_____________________________________ Total bundle pricing with equipment $(before taxes, fees and surcharges)_____________________________________________________________ Currently the Prism Loyalty $for Mos Promo -promotion has expired leaving the monthly rate to be $(before taxes, fees and surcharges) As Mr*** was advised previously, CenturyLink quotes are an estimate before taxes, fees and surchargesCenturyLink employees cannot advise of the exact monthly recurring rate including taxes, fees and surcharges as the rates differ from state to state, county to county and city to cityMr*** is subject to rate increases that the promotional discounts do not compensate for and subject to the early termination fees should service be disconnected before the expiration date of 05/28/as specified on every bill statement:_____________________________________________________________ You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 02-03-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill._____________________________________________________________ CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationI found no records that Mr*** was quoted any other rate than the rate billed each monthCenturyLink finds no credit adjustment to be warranted and has closed this complaint. Sincerely, *** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Prior to the changes made to the account in February, u p until around November 2015, the services used generated a bill that averaged around $ A
surge in usage staring in December of and again in January created bills near the $mark According to notations on the account the reason the changes were requested in February by Mr***, an authorized party on the account, was to provide more service and features as the current service in place was in need of substantial changes and as long as it was near or less money the services might as well be upgraded to reflect the needs of the business The account indicates the information as to who was authorized on the account was last update on May 1st, and is presumed this may have been the date when persons of note in the complaint were added as responsible parties Since the changes were made by an authorized person on the account they are valid That said, usage on the lines fell off again towards the end of the service indicating that this may have been due to Mr*** or anyone at the service location allowing or disallowing the use and while the cost of the changes are substantial they would have been incurred on the previous type of line as measured service is not designed for the use the line started accommodating back in December Based on the customers statements it is fair to say that Mr*** may have contributed to this internal situation and the departure of Mr*** and new management decided to use different services and canceled the service in this complaint In doing this they did incur prorated early termination fees of $and $respective of the lines associated with the term agreements put in place when Mr***, and authorized party, agreed to the service and the early termination fee if services were terminated prior to the term commitment The fact that the usage would have created roughly the same monthly charges as the new phone service cost the monthly reoccurring charges will not be adjusted In lieu of the complainants’ current claim that Mr*** should not have made those changes or agreed to such a service package, CenturyLink will adjust the early termination fees only in the amounts stated as follows: Adjustment of the $plus applicable tax comes to $396.48, reference number ***Adjustment of the $plus applicable tax comes to $203.44, reference number ***; the combined total of adjustments issued comes to $ At the time of the cancelation the date for the cancelation was backdated to the time that the disconnection should have been affective and the reversal of the monthly reoccurring charges for that time period were also negated The revised final bill balance of $less the adjustments issued leaves a revised final amount owing of $ 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: I have received and reviewed the customers’ complaint and found the following: The customer had a full explanation of the balance due including the early termination feeThat said, in lieu of the inability of the customer to move service to this new address CenturyLink has
issued an adjustment for the early termination fee in the amount of $This was done as a courtesy to the customer which leaves a balance past due in the amount of $which is valid and will not be adjustedCenturyLink 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

Initial Business Response /* (1000, 9, 2015/09/23) */
09/23/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Mrand Mrs***'s CenturyLink account, I found this to be a duplicate complaint
through corporate executive complaintsMrs*** is working with another customer advocacy manager and in contact via emailBelow is the provided response:
E-mail to customer - sent 9/4/2015:
Sent: Friday, September 04, 3:PM
Subject: RE: Revdex.com notified
Mr***,
From my conversations with the local area plant supervisor they were able to come to your home earlier this week and were able to identify and repair a wiring problemFrom my understanding the technician reported the repair fixed the intermittent sync issueHowever, I wanted to check with you to ensure you had seen an improvement since the repair that was made this week
Provided the report of the internet being slow and intermittent and with the issue the technician found I have issued you credit for the past months internet serviceAfter the discounts already received along with the phone service added to your bundle package the total credit for the internet portion of your bill came to $This credit will appear on your next invoice
We do sincerely apologize for this situation occurring and the intermittent and slow speeds you experienced with your internet serviceWe know this situation caused frustration, additional time, calls, and e-mails to us regarding this issue
We appreciate you reaching out to us and letting us know what transpired and giving us the opportunity to investigate the situation and make the necessary repairs to restore your service
Sincerely,
*** ***
CenturyLink Customer Advocacy
Consumer/Small Business Sales and Care
As to not duplicate work and cause confusion with responses, CenturyLink finds this complaint to be closedI advise Mrand Mrs*** to continue to work with *** on this issue if it has not been resolved
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (3000, 11, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although our internet does not drop out like it has in the past, it is still slowI informed *** of that and nothing more has been doneWe pay for a high speed internet and that is what we want to receive or we will take a refund down to the speed we are receiving
I want to see proof that we are getting what we are paying for
Regards,
*** ***
Final Business Response /* (4000, 13, 2015/10/01) */
10/01/
Upon receipt of Mrs***'s rebuttal, I reached out to their area plant supervisor *** to have the issue with slow speeds researched*** had his lead *** contact Mrand Mrs*** and below is his response to the area plant supervisor ***
Tuesday, September 29,
***
I had a lengthy conversation with *** *** this afternoon regarding his complaint about his internet serviceI looked up his account and verified that he is paying for our 4meg/serviceI then looked in our County K remote and confirmed that he is set and linked up at megDue to the distance he is from our remote he cannot receive any faster speed than the meg he is currently gettingHe is having speed issues in the evening and I asked what he typically does internet-wiseHe stated that he uses a Roku along with laptops and smart phones most eveningsI explained to him that currently meg is the best we can offer him on a single dsl service and that the Roku would typically use most if not all of the meg he has availableI suggested to him that he either just use the Roku or make sure the Roku is turned off if he needs to use other devices on the internetAlthough he was not thrilled with the idea he said that he had played around with that and noticed better resultsI assured him that we will continue to do everything in our power to bring him the best possible internet we canHe did have an issue with his service and it sounded like he had a hard time getting us out to his house to physically check itHe stated the help desk would not create a trouble ticket for him on a number of occasionsHe said that since *** was out there and repaired the line they have been working without droppingHe was happy that I explained why they were having slower speeds due to their own heavy usage and he accepts that he will have to change his usage habits a little bit to get things to work betterAlthough he was unhappy with our customer service at the help desk he said that he is happy with *** work and my explanation and is comfortable with closing his complaint ticket
Thanks,
***
As the issue has been determined the speed issue in a result of over usage of the bandwidth and credits have previously been applied for the dropping issue, CenturyLink finds this issue to be resolved and apologize for any incontinence this may have caused
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Final Consumer Response /* (2000, 15, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We still have intermittent drop outs but nothing like the pastIf another company comes to our area we will drop CenturyLink as fast as we can
Regards,
*** ***

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, Mr*** type of Internet technology does not
qualify for the original offer quoted prior to changes made to adding a home packageThe original pricing misquote may have been due to a systems error, I apologize for any inconvenience CenturyLink may have causedMr*** was advised of the error on March 01, 2016, adjustments were given for the past two monthsAt that time, Mr*** did not accept the month term and was advised that he would be billed at the regular date moving forwardAfter reviewing this claim with Mr***, I agreed to a onetime credit of $for the billing month of MarchMr*** has been advised if he continues to keep service, Internet will be billed at the regular monthly rate with no further discounts** CenturyLink Customer Advocacy Group

Initial Business Response /* (1000, 4, 2015/09/15) */
I have received and reviewed the Revdex.com complaint from *** regarding the charge for an unreturned modemI have reviewed the account notes and charges the modem was not auto credited due to it being returned after the allotted
time periodI have gone ahead and adjusted the charge in full of $the collections company will be notified in 7-business daysCenturyLink would like to apologize for the frustration this issue has caused
Sincerely,
Mr***
Initial Consumer Rebuttal /* (3000, 6, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will this be completely removed from my credit report?
Final Business Response /* (4000, 8, 2015/09/28) */
I have recieved the additional question regarding if the customers credit report will be updated with the adjustment I proceessedWe will have the credit report updated to a zero balance owed and converted to a soft hit which does not impact the customers credit score at allThe request has been sent to take care of the credit report update
Mr, ***
Final Consumer Response /* (2000, 10, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

10/21/2016 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 the account is being billed correctly from the promotional discount added on 09/12/of
1/off standard rate of internet for month with no contract totaling $monthly recurring charges (before surcharges): --------------------------------------------------------------------------------...⇄ Date Oct 07, Internet Monthly Charges ------------------------------------------------ Internet Internet Loyalty Reward Discount Month of 12 ------------------------------------------------- Internet Monthly Charges Total $(before surcharges)---------------------------------------------------------------------...⇄ CenturyLink recently had an increase of the Internet Cost Recovery Fee that was $a month to $a monthCenturyLink notified customers on the 09/statement, as shown from a clip of Ms***’s 09/07/statement:----------------------------------------------------------------...⇄ with your October bill, you may notice an increase in the rate for Internet Cost Recovery, to a new rate of $The Internet Cost Recovery Fee helps deflect the costs associated with the building and maintaining the CenturyLink broadband networkIf you have any questions about this notice, residential customers please call a Customer Care Representative at 866-755-Business customers, please contact us at the telephone number printed on your billThank you for choosing CenturyLink for your communication needs--we value you as our customer.-----------------------------------------------------------------------...⇄ This surcharge increase from $to $explains the difference in the estimated quote $to $Surcharges are not included with package pricing as they are subject to change. I placed a credit adjustment in the amount of $to compensate the 09/07/statement to the discounted rate ($package price - $current promotional rate = $difference). 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 situationCenturyLink has closed this complaint as the promotional package rate is correct and credits have been issued for the previous bill statement. Sincerely, *** ** ***
*** *** ***
*** *** *** *** *** ***

I have reviewed the Revdex.com Complaint from *** regarding a service agreement and early termination fee disputeI have reviewed the customer's closed account showing they were on a promotion receiving a $in exchange for a term commitment of service. The customer has paid
the revised final bill on October 13th the account has a zero balance we apologize for any confusion this dispute has causedSincerely,***

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.
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, I verified service has been disconnected and all
charges have been credited to a zero balanceI have provided feedback and requested for a full call reviewOnce all concerns have been investigates, a coaching opportunity will be provided to the agentWe appreciate Mr*** providing feedback and details on what took place on the sales callCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr*** CenturyLink Customer Advocacy Group

01/22/2016CenturyLink has received a copy of the Revdex.com complaint filed by *** ***. Below are our findings:Upon research of Ms***’s CenturyLink account, I found Ms***’s account is not on CenturyLink’s autopayWhen Ms*** made payment on 12/14/she did not
pay the balance in full (below is the summary of the 12/04/statement and the 01/04/statement reflecting the balance forwarded):Page: of 6Bill Date: Dec04, 2015Current Charges (see below) $85.75Payment Due By Dec28, 2015---------------------------Page: of 6Bill Date: Jan04, 2016Previous Balance 85.75Payment Received - Dec14, -85.74Balance Forward .01CenturyLink adds a reminder on every statement explaining the late fee policy as shown below:LATE FEE REMINDER: Late fees may be charged each month for any eligible unpaid balances not paid in full by the due date listed on your billThe methods for calculating late fee amounts vary by state and productFor more information you may access Terms and Conditions and Tariff materials at ***.As a courtesy, CenturyLink can waive at least late fee per month timeframeI have applied a $adjustment towards Ms***’s CenturyLink account as a courtesyI have also set Ms***’s CenturyLink account to paper billing statement that will begin on the next scheduled statement (02/04/2016).I would advise Ms*** to submit payments in full to avoid late fees as future adjustments for late fee are limitedI also advise Ms*** contact CenturyLink customer service at *** for any future billing question.Sincerely,*** ** ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

After further reviewing all concerns with Mr***, I agreed to credit the owing CenturyLink balance of $486.59 in dispute. Mr***'s account is concern is satisfied now with a zero owing balanceMr*** understands all television concerns will need to be reviewed with *** CenturyLink Customer Advocacy Group

Our records do not indicate there was an outage in the entire communityOur records indicate several different repair tickets for the customers line for different reasons. For further assistance or for future problems please contact our technical support team directly at 1-800-788-Sincerely, MrC***

Initial Business Response /* (1000, 4, 2015/10/27) */
In review of the account, Ms*** *** contacted CenturyLink to inquire about disconnecting service on July 28, Ms*** was reminded of the month agreement on High Speed Internet (HSI) service that was from August 27, to
August 28, An order was placed for a HSI Seasonal Service temporarily suspending the HSI serviceMs*** later requested to disconnect service on September 30, The modem was returned to CenturyLink on November 11, The billing is valid and sustainedThe account has a zero balanceCenturyLink apologizes for any confusion
Sincerely,
Ms***
CenturyLink Customer Advocacy
Initial Consumer Rebuttal /* (2000, 6, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have received a copy of the Revdex.com complaint rebuttal by Mr*** H***, regarding his dispute of his billing. CenturyLink apologizes for any confusion regarding the pricingUnfortunately, Mr***’s service has been disconnected; therefore, we are unable to apply any promotional offers to his accountAgain, CenturyLink apologizes for any frustrationSincerely, Ms*** CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the complaint and found the following: Unfortunately, the offer made cannot be offered with the conditions presented by the customerThe pricing requires both the paperless billing and autopayment as they may represent $each for a total of $a month in additional promotional discounts they are not separable The other actions requested such as removing late fees, adjusting the differencesEtcwould be considered but only if the promotional offer meets the criteria already established as required to receive the promotional pricing That said CenturyLink has adjusted all the late fees and added a Loyalty credit of $a month that is good for months without additional term obligations beyond that which is currently in place Additionally, the previous months have been adjusted in the amount of $a month to offset the differenceThis additional $additional loyalty credit will run the duration f the next full bill cycle and beyond the current promotion and will still apply for several months after the current promotional pricing expires Total of adjustment applied are $and should apply to the next billing cycleSome loyalty credits applied are pro-rated and as such the bill may reflect the prorated amounts of the next cycle and again on the month as a completion of the difference to insure the full amount of $is applied for a full months Some loyalty credits are not prorated and therefore it is possible that the customer may see one more cycle at the $price and this one will not be adjusted as the $will be in full for duration of subsequent billing cycles 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

Initial Business Response /* (1000, 4, 2015/10/29) */
10/29/
CenturyLink has received a copy of the Revdex.com complaint filed by *** ***Below are our findings:
Upon research of Mrs***'s CenturyLink account, I reached out to the CenturyLink support escalations team
and was responded with the following:
"We talked to Mrs*** at 2:pm CST on 10/28/and she stated that their email issues have been resolvedThey had called IHD on 10/23/and talked to *** (ABXXXXX)The customer said *** did a wonderful job resolving the customer's issues by setting up mail filters for the webmail and should be commendedWe sent over a commendation to the agent's supervisor."
Mrs***'s can review our online help section regarding spam messages and how to report spam messages if they are sent to her CenturyLink.net email addressI am providing the below web address where Mrs*** can visit online on CenturyLink.com to learn more information and how to report the spam messages
CenturyLink Help Site:
http://internethelp.centurylink.com/internethelp/***.html
Also Mrs*** may get tips from the *** *** *** to reduce the amount of spam:
***
I apologize for any inconvenience this may have causedHowever, as this issue has already been handled CenturyLink finds this issue to be resolved
Sincerely,
*** ** ***
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
Initial Consumer Rebuttal /* (2000, 6, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, *** DID resolve this problem for me, after trying to get someone to satisfy my needs for nearly weeks prior to thatI appreciate the way *** handled this and resolved it so easilyAlso, thank you to ***, who followed up with a phone call the following weekThank you Revdex.com for your assistance

Complaint: ***
I am rejecting this response because: I was told there was no contract by your salesman and I don’t have a tracking number because that was months agoBut I have no way to pro it so I guess you lying *** will get you money.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWith that said, the only reason they were able to respond to my complaint to the Revdex.com was because I kept complaining directly to them about their terrible serviceIt was only because we kept calling that they did anythingTheir service is truly dreadful.On the other hand, you guys are great ;)
Sincerely,
*** ***

CenturyLink appreciates Ms*** giving us the opportunity to review our handling of her account, *** *** ***. 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 established on February 10, on a 12-month promotion with term commitment. Per the notations on the account, Ms*** called to disconnect the account on October 5, 2017. She was advised of the term commitment. No orders were issued as a result of this call. Ms*** spoke with a representative on February 8, 2018. An order was issued to disconnect the account Due to any miscommunication that might have occurred, CenturyLink will adjust the charges on the October to January bills, as Ms*** requested the account be disconnected in October. We have no records that Ms*** requested the disconnection of the account prior to October 5, 2017. A credit for $was issued on February 12, and should be reflected on the February 16, Closing bill CenturyLink regrets any inconvenience Ms*** has experienced Margaret CenturyLink Customer Advocacy