CenturyLink

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: The rebuttal is asking for that which has already been offered; to recap in detail: “The only remedy CenturyLink can offer to resolve the inability to meet the pricing the customer anticipated the monthly reoccurring charges would be to allow the customer to discontinue one or the other or both without any early termination fee (if and where applicable)The account will be noted accordingly and the customer will need to decide one way or another as to how the customer wants to proceed.” The amount adjusted will be determined at the point of disconnection and can be affectively accomplished by back dating the effective billing date of the disconnection Either way, the discounts will come off at the end and any overpayment would simply be refunded CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted] ***

I have reviewed the complaint from [redacted] regarding a billing disputeI show we charged the customer an early termination fee of $in error under the voice categoryI have credited the $back to the account which will be refunded in the form of a check to [redacted] If he doesn't receive it within 15- days he can call our credit department to get the check status [redacted] ***We apologize for the error and frustration caused trying to get this issue resolvedSincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/12/02) */ 12/02/ CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Mr [redacted] ' CenturyLink account, I found that a replacement modem/router was sent to him on 02/11/as a purchase with the fees waived as shown on the 03/09/statement: Bill Date: Mar09, One Time Charges [redacted] Day HSI Equip Ship/Hand Fee [redacted] Router Equip Fee Adjustments [redacted] Goodwill Credit for Day HSI Equip Ship/Hand Fee - [redacted] Goodwill Credit for Base Purchase Ship Standard - Total Adjustments -$ Unfortunately, I do not know why a charge for non returned equipment was applied to the accountI have applied a credit in the amount of $to zero the balance on the accountThis did not go to collections and there will be no negative credit rating associated with this issue I apologize for any inconvenience this [redacted] have caused Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I checked the online system and I now see a zero balanceAs long as nothing further happens and my account closes, I accept century link's response

CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her account I would like to apologize for the less than exemplary service she recently received from CenturyLink At CenturyLink, we strive to provide outstanding serviceMs [redacted] 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.Upon review, I verified Ms [redacted] contacted CenturyLink on 01/08/and requested her services be changed from a business account to a residential accountThe agent issued an order and it was completed on 01/11/Her bill date is on the 6th of each month, therefore her next bill will reflect the cost difference back to 01/11/I would like to apologize for the delay and issues Ms [redacted] experienced in trying to move her serviceI issued a credit of $This credit will reflect on her 02/06/bill statement CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms [redacted] AmberCenturyLink Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because: I called CenturyLink, using the number [redacted] What was left out of the response was that the CenturyLink customer service person I spoke with told me that [redacted] is their partner and they handled my callWhen I noticed the Hard Credit Check on my credit report, I called CenturyLink who told me to call [redacted] I called [redacted] and they told me that CenturyLink because they made the mistake, therefore, they must fix itI did not give CenturyLink permission to give [redacted] my personal social security number or permission to run a credit check, even if they are partners CenturyLink, needs to fix my credit report since they incorrectly ran the credit check under the "partnership" of [redacted] If I understand your rules correctly, you should have my voice on file authorizing a credit check and you don't Therefore, you need to remove the Hard Credit CheckBTW, I only get mpsAnswer the question of how your representatives messed up and stop burying your non answer with how your poor service and unkept promise that you are up grading our area in months This line has been told to me for the last years Sincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by [redacted] , regarding a billing dispute Unfortunately, [redacted] did not provide the CenturyLink account numberIn order to investigate her complaint, I will need the CenturyLink account numberThe only account that we were able to locate with the information provided on this complaint is the currently open account at the address that is providedOur collections group can be reached directly at 1-800-600-They have the tools to address this complaint directly CenturyLink apologizes for any frustration.Sincerely, [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Centurylink apologizers or the difficulty in getting the issue resolvedCenturyLink has actually reviewed and seen that there was data usage on the account on and up to the end of February, the final revised statement was back dated and only billed for services up to the 26th of February, the time the customer stated the service should have been disconnectedAny balance due or amount overpaid would be in lieu of this backdating and would result in a smaller balance due or refund if already paidCenturyLink 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

Initial Business Response / [redacted] (1000, 4, 2015/09/25) */ I have received and reviewed the Revdex.com complaint from [redacted] regarding the amount of downtime for her internet serviceI reviewed the account notes and agree this was not an acceptable timeframe to get the customers service back up and running as it should have beenI have adjusted one month of service due to the downtimeCenturyLInk would like to apologize for the frustration the DSL service problems Sincerely, Mr [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

CenturyLink appreciates Ms [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, Ms [redacted] agreed to a promotional term agreement, therefore the early termination fee is validI didn’t find any documents supporting Ms***’s claims regarding our agent would waive the feeAll final charges in concern are valid and have been sustained [redacted] CenturyLink Customer Advocacy Group Tell us why here

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: A request to refund the over-payment was submitted and approved on August 28th, and as stated prior, the customer should have or will receive the refund check within 7-days form that dateCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced 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 referred Mr [redacted] ’s concerns to a Prism specialistOnce the Prism billing specialist has reviewed all concerns in this complaint, I will follwith Mr [redacted] on a resolution or findingsI left Mr [redacted] a voice mail with my direct contact information to further discuss this complaintCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr [redacted] [redacted] CenturyLink Customer Advocacy Group

I have reviewed the complaint from [redacted] regarding a request for credit stating she was told a higher internet speed was available at her addressI reviewed the account history and bills showing [redacted] had a one year service agreement and was paying for internet speeds up to mbpsIt seems due to the distance from Lisa's address to our remote terminal she could only get up to mbps internet the pricing is the sameI checked the repair request history and show two ticketed requests for assistance one in 06/27/& 02/18/Unfortunately I am unable to check the current internet speed since [redacted] canceled her serviceBased on my findings I don't show there are any credits due on this closed account for this issueCenturyLink apologizes for any frustration caused and time spent on this issueSincerely, Mr.T [redacted]

CenturyLink appreciates [redacted] giving us the opportunity to review our handling of his account, [redacted] and [redacted] *** I would like to apologize for the less than exemplary service that [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 An Escalations Representative contacted [redacted] on April 21, An order to disconnect the account was issued with an April 24, due date An effective bill date of February 16, was used The effective bill date will credit previously billed charges back to the February dateCenturyLink regrets any inconvenience [redacted] experienced [redacted] CenturyLink Customer Advocacy

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: The information regarding the modem was not misleading just not exactly correct or completeHe agent may have assumed it would be able to work at this new location but it would not and should have been checked more thoroughly; all new orders get a new modem to lease or purchase with the ability to return them at no chargeThe order required a new modem which can be leased or purchasedThis is why it was automatically added to the order as it is better to incur shipping or transporting the correct modem for the technology at the location and having it returned or transported back by the technician; this insures the right modem/router is available at the time the service goes in or the service will not workThis provides for a better customer experience as there aren’t any delays or technical issues that cannot be addressed accept by waiting for another modem to be shipped outKeep in mind the modems when shipped also come with a free return label to ship back should they not be neededThis is why the modem showed up with the installation technician and would not have been used if the previous modem was compatibleIn this case, the speed was not the issue; the technology was the deciding factorThe customer owned a modem that was designed to use ATM, any speed or [redacted] + technology circuitsThese are both older technologies than the current circuit used at this locationThe current location, regardless of speed uses technology called VDSL which will not work with the previous model of modem; they use different technologies which makes the previous model incompatibleAs for the Jack installation, technicians follow the National Electrical Code adopted by the Electronic Industry Association; this insures conformity and safetyThe amount of actual electrical current on the [redacted] jacks installed by the technician is so low that it cannot impact a human of any age whatsoever and should not be a concern for the customer’s young child; even if the child was to chew through the line; it’s not an issueIn the case of the wire itself, there are various types of wall adhesive coverings (tapes) that can be used to hide the cable that are designed for the wall as to not damage the paint or surface at a later date and these should be a viable solution should the wire be the issueIf as the customer states, the actual work done was done poorly, please take pictures and provide these as an attachment so that Centurylink can evaluate the quality of the installationIf there isn’t anything wrong and it’s just a matter of the on site adult not telling the technician exactly the location requested or that the location requested could not be accommodated, the company can send a technician out to install an additional jack but the customer is charged for time and materialsThere are two promotional options for the customer and they both require paperless billing and autopayment to receive the additional $discount for the duration of the termThey can have the month promotional rate which for months is $less $additional for the paperless billing and autopayment or they can get a slightly higher priced promotion for months which is $less the $additional for the paperless billing and autopaymentIf both the paperless billing and autopayment are not on the account, the $additional discount is removed as is indicated on the customer’s first and 2nd month’s statementsThere is nothing deceptive about these promotions, they are pretty straight forward and all terms and conditions are listed on the billing statements as well a recap of what was ordered is mailed to the customer prior to the first billThis gives the customer time to opt out of the services within the first thirty days if not satisfied for any reasonDue to the multiple misunderstandings or possible lack of disclosures the charge for the modem will be adjusted in the amount of $plus tax which comes to $114.27; reference number for this adjustment is [redacted] CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted]

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 services have been disconnected and back dated to when the phone service was ported outThis has generated a credit on the account and will be sent to Ms [redacted] CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms [redacted] s issueWe regret she feels he may not have received such service and apologize for any inconvenience she may have experienced related to this situation.Sincerely, Mr [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 wellPer the notations on the account, Mr [redacted] was incorrectly told on August 7, that his modem would be free Mr [redacted] was billed $(August to November) for a leased modem The account received a $credit on October 29, 2015, which was reflected on October 28, bill An additional credit for $was applied to his account on January 7, 2015, which should be reflected on the January 28, billAn order was issued on December 9, for the purchase of a new modem and the removal of the leased modem charge The December 28, bill reflects the first of three installments for the purchase of the modem The total purchase price is $and $for shipping An adjustment for $was issued on January 7, This lump sum credit will cover the first installment ($ and $from the December bill) and installments two and three, which will be on the January and February billsUnfortunately, I am unable to stop the future installments from billingMr [redacted] is a valued customer and CenturyLink apologizes he was not treated in this mannerCenturyLink regrets any inconvenience he has experienced [redacted] CenturyLink Customer Advocac

Complaint: [redacted] 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 [redacted] will get you money Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I just received the response and went onto the Centurylink website to view my bill and I am still being charged $which the bill states that $is past dueWhere is this coming from? Just like the response from the vendor states "the customer did meet the day free trial threshold..." so why am I still seeing outrageous chargesI should only be receiving a bill in the mail for approximately $for internet service that is allOr per the bill attached, $and it should be this way every month because that is the only service I have with CenturylinkI appreciate that the early termination fee of $was waived even though it should have never been put on my account in the first place but I really don't understand how and why my bill cannot be the amount that has been paid since January Is Centurylink trying to make an extra buck off customers and now I have the fear of being sent to collections because Centurylink can't get their act togetherHow long is it going to take to get a bill that is accurate? Like previously stated, I would like to pay the lesser amount of $but if I have to pay $then I'm OK with thatIt has been a real hassle dealing with Centurylink Sincerely, [redacted]

01/31/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings: Upon research of the CenturyLink account provided, I found that Mr [redacted] is not an authorized person on the account Per CenturyLink’s regulatory CPNI regulations, CenturyLink can only discuss account details with the account holder or person’s whom the account holder authorized on the account through CenturyLink’s customer service after the account has been verified In cases where there are no authorized persons on an account and the account holder is incapacitated, a Power of attorney of the account holder to another party is requiredMr [redacted] will need to retain the Power of attorney then contact CenturyLink at [redacted] to obtain the fax number he will need to send the Power of attorney along with a letter containing his name and contact information, the CenturyLink account number, the CenturyLink account holder’s name and a brief request to be added as authorized person on the accountCenturyLink apologizes for any inconvenience this may have caused, CenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response / [redacted] (1000, 4, 2015/11/14) */ To whom it may concern: CenturyLink has reviewed the complaint and found the following: Unfortunately, while attempts have been made to educate the customer about the CLEC (Competitive Local Exchange Company), in this case AM3, that provides the customer with the service noted in this complaint, the customer doesn't quite understand CenturyLink understands as it is a complicated scenario and will try to explain why CenturyLink is unable to address the concerns mentioned in this complaint There are two companies in this instance that while they both have a part in the delivery of services to the customer are complete separate entities; these are referred to as ILEC's or CLEC's which CenturyLink will try and explain First, what is an ILEC? An incumbent local exchange carrier (ILEC), is a local telephone company which held the regional landline service (as a utility) before the market was opened to competitive local exchange carriers, or the corporate successor of such a firmIn much of the United States, these were originally Bell System companies, although various regional independents (including GTE) in the US provided telephone utilities in their respective regions A little about CLEC's: A competitive local exchange carrier (CLEC), in the United States and Canada, is a telecommunications provider company (sometimes called a "carrier") competing with other, already established carriers (generally the incumbent local exchange carrier (ILEC) Local exchange carriers (LECs) are divided into incumbent (ILECs) and competitive (CLECs)The ILECs are usually the original, utility LEC in a given area, and receive different regulatory treatment from the newer CLECsA data local exchange carrier (DLEC) is a CLEC specializing in DSL services by leasing lines from the ILEC and reselling them to Internet service providers (ISPs) Some