CenturyLink

I have received a copy of the Revdex.com complaint filed by [redacted] , regarding a billing disputeAfter investigation of the account it has been found that it has been found that the internet rate for services has remained consistent with the month promotionThe reasoning for the increased billing is the late fees that have been accumulated from paying the late fee as well as a restoral fee for the service being interrupted due to the past due balance on the accountOur investigation of the customers billing sustains that it is accurate and correctFor further questions or concerns please contact our team directly at 1-800-244-CenturyLink has closed this complaintSincerely, MrC [redacted]

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] For the record, I was not working with anybody at Century LinkI did however send them several letters informing them, of pending litigationShortly after I received this response, I was left a voicemail from [redacted] informing me that he had personally corrected my account and that collections proceedings had been stoppedI have no proof of this other than his voicemail, but am trusting he has done as he reportsI say this with skepticism as none of the previous conversations with Century Link have ended as they promisedAssuming he as done what he says he has, I consider this case closedIf not, then I will pick up where we left off I am saddened that Century Link tried to steal from me and they only way I could stop them was the threat of a lawsuitI thank the Revdex.com for their swift response and help in the matter Sincerely, [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.) Attached is proof of tracking information to [redacted] that the router/modem was indeed returned to CenturyLink as requestedI just need confirmation from CenturyLink that they are going to credit me back for the months I wasn't using the device since I made multiple attempts to get this returnedI understand that the label was sent to the wrong address but I've indicated on every instance that they (CenturyLink) had the right address on file which they were sending it to and each time the support rep confirmed the address (my current address)Please advise if I'll be getting the credit on my bill for previous months leasing fees

04/13/CenturyLink has reviewed our previous responses to Mr***’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

I have reviewed the complaint from [redacted] regarding CenturyLink's new price for life pricing structure being higher than her previous promotionsI Show [redacted] has chosen our price for life mbps internet service for $per monthWith CenturyLink's new pricing structure there are no service agreements and no rate increases for the life of the accountIf [redacted] would like to lower her monthly bill she could purchase a modem and return her leased modemThe only other option to lower the monthly cost would be to lower the internet speed to mbps which would save $per monthCenturyLink understands converting our customers from expired promotions to our new pricing structure has caused some frustration and confusion In most cases our new rates are lower than the previous standard rates before they were discounted in exchange for a service agreement [redacted] 's previous standard rate was $per month before her month service agreement discounts were appliedCenturyLink would like to apologize for the time [redacted] spent and any frustration caused by our pricing change transitionSincerely,Mr.T [redacted]

CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her account, [redacted] I would like to apologize for the less than exemplary service that Ms [redacted] 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 wellOur records indicate Prism service was removed on March 21, A credit for the Prism Early Termination Fee has been applied to Ms [redacted] ’s account A credit for $was issued on April 26, and should be reflected on the May 2, bill CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

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 engaged a CenturyLink representative and the issue of the modem lease fee that didn’t get removed when modem returned has already been addressedThe adjustment for $was issued on December 21st, CenturyLink provides this is sufficient to close this complaint as closed CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by Mr [redacted] and found the following: Additional review found another outstanding residential bill that needs to be addressed prior to any further discussion regarding the final bill for the business If the customer wishes to discuss this other outstanding bill and the payment thereof consideration may be given regarding the prorated early termination charges being disputed 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 [redacted]

CenturyLink appreciates [redacted] giving us the opportunity to review our handling of her account, [redacted] *** I would like to apologize for the less than exemplary service that [redacted] 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 a disconnect order was issued on September 21, 2017, with an October 6, due date [redacted] spoke with a representative on September 21, and an order was issued to add a new promotional discount to the account However, the disconnection order was not cancelled, so the account was disconnected on October 6, An October 17, Closing bill was issued, reflecting a balance due of $ Due to the problems she experienced, a credit for $was issued on October 27, 2017, in an effort to satisfy [redacted] account has been closed and reflects a zero-balance due CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this rejection: The customer can call in to the CenturyLink office and request the Credit Financial Services (CFS) department to make the payment, or directly to CFS at ###-###-#### and input the numbers on the account only, not the J or the customer code at the endSelect the correct prompts and they should be able to take the paymentYou can also pay the collection agency directly, either way the account will showed paid at that point and collections will ceaseThese usually take some time before the agency will start to report to any of the credit bureaus but if the customer knows they have, the process as to have this removed is as follows: Customer must mail a written statement (No Fax, Email, Phone calls) to: Centurylink [redacted] Requirements of the letter are as follows: Full Name of Customer Date the inquiry was ran per their credit report (we need the exact date) Statement requesting the removal of the inquiry SSN (not required but helps quicken the process) Current address Signature and Date (this grants us permission to access the credit report) CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/12/17) */ 12/15/Centurylink has reviewed the charges on account number XXX-XXX-XXXX regarding the early termination charge they were billedThe customer indicated they are receiving more than one billing statement for servicesThe account of XXX-XXX-XXXX was billing the customer for their internet and [redacted] chargesThe customer would need to provide the account numbers on the billing statements they are receiving in order to research the account and the chargesThe $early termination charges was credited todayThe customer does need to make sure the modem is returned to avoid being billed for the equipmentCenturylink apologizes for the poor customer service received regarding this matter ***/Centurylink Manager Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am pleased century link waived my cancellation fee after their horrible handling of my account and services with them

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] thank you to century link This has gone a long ways in restoring my negative opinion of them It's sad that it had to rise to this level, however I'm satisfied.thank you again

I have reviewed the Revdex.com Complaint from [redacted] regarding a billing disputeI have reviewed the closed account and show all billing issues have been resolved as of 12/8/the account now has a $credit which will be refunded via a check in the next daysWe apologize the service didn't work as expected and the frustration experienced trying to get the service canceledSincerely, [redacted]

I have reviewed the complaint from [redacted] indicating a delay in installation of internet I checked the address provided and don't show any active CenturyLink accounts at that locationThe customer didn't provide an account or order number in the complaint detailsIf they still need assistance I would be happy to help if they can provide me the order detailsSincerely,Mr[redacted]

Initial Business Response / [redacted] (1000, 9, 2015/10/08) */ CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his account, XXXXXXXXXI 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 investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs well Orders were issued on June 24, to install Internet and [redacted] serviceThe [redacted] order completed on June 29, The order to install CenturyLink Internet service was placed on hold on June 30, The account was disconnected on July 6, One bill was generatedA July 23, bill was issued reflecting a balance due in the amount of $93.73, of which $was for [redacted] serviceIn an effort to satisfy, an adjustment for $was applied to the account on October 7, The account currently reflects a zero balance dueCenturyLink apologizes for any inconvenience [redacted] has experienced [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept with caution in the next days this bill does not circle back to usThe experience we had was truly unprofessional and the hours of my life wasted can never be retreivedFor this to involve at least six different operators, this reflects the training practices of all the supervisors and promoted by them

I have received a copy of the Revdex.com complaint filed by Ms [redacted] ***, regarding a billing disputeAfter investigation of Ms [redacted] ***'s account it has been found that the customer has been billed the correct amount for the services that have been renderedOur records indicate that Ms***s has been explained the billing per the account notes and that the charges are validWith the rates that Ms [redacted] provided with her AG complaint we have found that the quotes are what she is receivingOur rates and quotes are for the services only, these quotes do not include taxes, fees, equipment, or additional servicesIn addition to the taxes and fees for the services the customer had our @ease service which provided internet virus protection which is $a monthAs well as a leased modem which is an additional $a monthThe customers DIRECTV charges also included additional charges for the additional Client and the $dollar advanced receiver service which provides HD and DVR capabilitiesFurthermore, our records indicate that the bill was not consistently paid nor the amount billed paid in full which has resulted in late fees being assessed to the account for the past due balancesRecords indicate that we had not received payments for the 09/03/bill and 10/03/billBilling statements such as 05/03/was for $and Ms***s only paid $which left a small balance on the account which triggered a late feeThe following month the balance for services was $and a payment was made for $leaving a balance on the account, which creates additional late feesAfter our thorough investigation we have deemed that the charges are indeed correct and the current balance due is correctA Confirmation of Service (COS) Letter is sent to customers that orders new CenturyLink services or makes changes to existing CenturyLink services The letter summarizes the current services for a customer and provides currently pricing applicable to the account Ms***s can refer to the COS letter for verification of quoted bill amount which was sent on July 20, 2017CenturyLink 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 he may have experienced related to this situationSincerely, MrC [redacted]

10/03/I have received a copy of the Revdex.com complaint filed by [redacted] , regarding a billing dispute Unfortunately, Ms [redacted] did not provide her [redacted] ’s 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 frustrationSincerely, [redacted] ***

CenturyLink has reviewed our previous responses to Ms [redacted] ’s issue After careful consideration, we believe our original investigation and responses to be valid No further credits will be applied to the account CenturyLink has closed this complaint [redacted] CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Subsequent to this reply, the customer also engaged the executive office through another venue and there is an active ongoing engagement with the customer in regards to this complaint Since this complaint is being addressed in full via another manager in the executive office this reply will defer to that which has already been addressed and any decision that this other review provides as resolution 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