CenturyLink

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 representativesHis 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 Due to a system error, Mr [redacted] ’s [redacted] account was not disconnected correctly in February An order was issued on September 14, to disconnect the account A credit for $was issued on September 19, The account currently reflects a zero balance due I will monitor the account and make any necessary adjustments once the Closing bill is issued CenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy

2/17/Centurylink has reviewed the customers account regarding the $early termination charges they were billedThe customer indicated they were advised the charges would be waivedThe customers account was issued credit of $on 2/9/Centurylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager

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 well Our records indicate Ms***’s service was installed on April 6, and disconnected on May 5, A credit for $was applied to the account on September 7, The account currently reflects a zero balance due CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Ms [redacted] ’s account, [redacted] *** Our records indicate the account was disconnected on October 12, A return label packet was shipped to Ms [redacted] on October 12, October 13, and November 5, Our records do not reflect the modem was returned Thus, the account was correctly billed the purchase price of the modem ($104.99) on December 15, While the charge is valid, an adjustment has been applied to Ms [redacted] ’s account, in an effort to satisfy A credit for $was issued on May 18, and the account currently reflects a zero balance due CenturyLink regret any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: Taking a look at the line and calls made to the office for technical assistance shows that apart of a call in June of there were only one other instance on the 19th and 20th of January, related to one and the same issue regarding service issuesSince the line is no longer active there is no way to determine f the customers claim is validIf the customer was connecting via instead of directly, the speed will vary and is not guaranteedThe customer was provisioned for megabit connection, not Again, because the line is no longer active there is not to validate the claim and the repair/technical support logs are contrary to the complainants concernsThe remaining balance on the account is for [redacted] charges which Centurylink has already paid to [redacted] and will not be adjusted CenturyLink acknowledges the complainants concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted] ***

I have reviewed the Revdex.com Complaint from [redacted] regarding a poor experience trying to get his service taken off vacation suspendI would be happy to assist with this complaint but unfortunately the customer didn't provide the account numberI was unable to find it with the information provided please have the customer provide the account number so I can further assist.Sincerely,Mr[redacted]

Initial Business Response / [redacted] (1000, 4, 2015/09/11) */ 09/11/ CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] ***Below are our findings: Upon research of Mr***'s CenturyLink account, I found an order was placed and was due dated for 08/17/to change the speed of internet from 15m to 8m with notations of "talked to [redacted] who stated had nothing but issues since going to 15m [redacted] request to go back to 8m speed immediatelyI advised was not sure if it would fix the issue but placed order." On 08/18/another order was placed to from 8m back to 15m with notes of " [redacted] decided to convert back to the 15mg bonded verses having to go through the process of changing out his router." I reached out to the escalated internet help desk as there were no trouble tickets to dispatch a technician within the dispatch systemI was advised on 08/24/"***' service has been up and running for days nowBack on the 19th the [redacted] was demanding a dispatch be made for that day, when the agent created the dispatch it dated out for the 21st, it was escalated to a supervisor and the supervisor followed procedure and expedited the issue to the APS (area plant supervisor) already and the ticket was resolved a day early on the 20th." Unfortunately, CenturyLink only offers credits for out of service when the service is non-functioning for a full hours and must be reported to CenturyLink internet help desk (X-XXX-XXX-XXXX) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notationsHowever, on 08/18/2015, Mr***'s CenturyLink account had been issued credits in the amount of $as a courtesy for the issuesAdditional credits are not warranted as the internet portion of the package Mr [redacted] subscribes to is $a month 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 situation Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since the writing of this complaint I have had an additional day outageThe switching from 15m to 10m had nothing to do with the original issueI did this in hopes that it would resolve the immediate problemI was not informed that the Modem in my house did not support this slower speedThe problem with CenturyLink's response is that they delayed the correct repair by hours because they put this in the Engqueue for troubleshooting even though I told them that they had to dispatch a filed technician to my home or the local DSL switch to resolve the same issue for the previous outagesThe technician during the last service call tried to make the technical support group aware that there is an ongoing issue that needs to be escalated because the problem is at the remote switchUltimately he had to resort to the same patch repair he had done before and left my home somewhat frustrated by the lack of understanding of this issue by the Centurylink Engineering groupI have now subscribed to a totally separate 10M DSL line because I have no confidence in the 15M lineI had no issues with the original 10M DSL line which we used for months prior to our upgradeI suspect there is some sort of compatibility issue with the Modems that Centurylink is providing or there is and issue with the local DSL switchI am now bearing the cost of separate DSL lines to insure that I don't go through this again because my wife is a remote recruiter and has to have reliable service to support her jobWhen we have an outage of this nature she has to commute miles a day to an office in Winston Salem NC to perform her job dutiesWe were without service for a total of days in less than months because all three outages occurred on a FridayAll three outages were due to the same issue and had to be resolved by a local field service technicianI don't feel like I should have to resort to paying an additional $a month to Centurylink just to have a reliable connectionI am the one who requested the additional line and to their credit Centurylink did agree to waive all installation cost for the 2nd line because of the outage historyI plan to continue with the 2nd line until such time that my wife retires next yearI have given a "No" response because the root cause of the 15M outage has not been determined or resolved and this is according to different local field technicians Final Business Response / [redacted] (4000, 8, 2015/09/29) */ 09/29/ In response to Mr***'s rebuttal, I requested information from the internet escalations team and was given this response: There was no point in the customer getting a second HSI service any actual outage that effects the 15m is going to effect the 8m, both connections are out of the same DSLAM and redbackThe modems are backwards compatible they just have to be reset to recognize the new settingsBoth lines are up and working with good line statsThe authentication history shows the connections have been up and going for the last days except the times during outagesThere are area outages affecting multiple customers Please see the Term agreement passage found at www.centurylink.com/terms : CenturyLink(r) High-Speed Internet and Internet Access Services Residential Terms and Conditions AVAILABILITY OF AND CHANGES TO SERVICE AService and Bandwidth Availability and SpeedThe Service you select may not be available in all areas or at the rates, speeds, or bandwidth generally marketed, and some locations may not qualify for the Service even if initial testing showed that your line was qualifiedWe will provision qualified HSI Service lines at the maximum line rate available to your location based on our standard line qualification procedures, unless you have selected a level of service with a lower maximum line rateBandwidth is provided on a per-line (not a per-device) basisThe bandwidth available to each device connected to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factorsThe speed of the Service will vary based on network or Internet congestion, your computer configuration, the condition of your telephone line and the wiring inside your location, among other factorsWe make no guarantees or representations related to download or upload speedsWe and our suppliers reserve the right, at any time, with or without prior notice to you, to restrict or suspend the Services to perform maintenance activities and to maintain session controlWe assume no responsibility or liability for interruption of the Services or Service performance differences I advise Mr [redacted] to call CenturyLink internet help desk (X-XXX-XXX-XXXX) if there are any further issues and/or to be advised if the issue is isolated to his service or an area outage Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Final Consumer Response / [redacted] (4200, 14, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want Centurylink to update their files to reflect that there were different outages which all resulted in a minimum outage of days eachI will continue to carry a 2nd DSL line in order to insure that my wife doesn't have to drive miles round trip due to additional outagesThe technician that contacted me this past week asked for assistance in logging onto my modem so that he could update the firmware but the admin password [redacted] apparently incorrect because after to attempts we gave up because it just kept giving "incorrect login" on every attemptI want Centruylinks assurance that the firmware has been updatedOnce I receive that I will deem this to have been satisfactorily resolved

I apologize Mr [redacted] wasn't credited for time out of serviceI have credited Mr [redacted] 's account $due to the service troubleAll concerns have now been addressed [redacted] CenturyLink Customer Advocacy Group

Our records indicate Ms [redacted] also submitted a complaint with the Federal Communication Commission (FCC # [redacted] ) regarding her concerns The complaint is currently being investigated for resolution Once the investigation has been completed, the team managing the complaint will respond to Ms [redacted] and the FCC with the outcome of their findings and resolution [redacted] Customer Advocacy Group

I have reviewed the billing complaint from [redacted] requesting credit for a leased modem they say they never received nor usedI reviewed the account note and show this issue was resolved on 12/1/per our billing dispute policy we adjusted months worth of lease chargesWe expect our customers to review their bill every month and contact us with any questions or disputes they have so we can resolve them in a timely mannerWe apologize for any frustration this dispute has causedBased on my findings there are no further credits due to this account for this issue.Sincerely,Mr[redacted]

Complaint: [redacted] I am rejecting this response because: All the times the sales people communicated with us was via telephonethey never sent us any form with rates and services spelled outWe did receive a sheet welcoming us and boasting of the services they said we agreed to receiveBut even though I asked for a sheet with everything in writing, we never received what was asked forFurthermore on 5/22/@ 2:pm a person claiming to be mgr @ Century Link named [redacted] left a message for me to call him @ [redacted] I tried this # and I get a [redacted] Message saying this number has been changed/disconnectedI really didn't want their miserable T.Vservice and told them that right in the beginningI was told that because we were good customers and we were in an area that now offered fiber optic cables, which is supposedly cheaper to provide, they were going to," set us up with this excellent internet and Prizm tv service for $37.86/Mo plus taxIf this is not the case, they can come and get their stupid equipment the Hell out of my houseAnd don't try to tell me I heard wrong! I made sure of what I heard and wrote it down as he was speaking to me Sincerely, [redacted]

I have reviewed the complaint from [redacted] regarding his monthly bundle rateThe previous promotion the customer has over a year ago is no longer available in our billing systemsCenturyLink has a month billing dispute policy the terms of the new promotion were on his bill every month for the months the previous promotion was active I was able to add an additional month discount of $to help reduce the bill over the next monthsI also gave [redacted] a one time credit for one month of his home and internet the $credit will post on his next statementCenturyLink apologize for any conflicting information [redacted] received causing this billing disputeSincerely, Mr.T [redacted]

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 However, given the time and difficulty this issue took me to resolve, I request this business still be flagged in some way by the Revdex.com as a business consumers should be wary of Sincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by [redacted] ***, regarding a billing disputeAfter investigation of [redacted] account it has been found that Centurylink has not hiked [redacted] ratesPer our investigation the customers promotional discount ended which is stated on the customers monthly statementsIn July the customers billing statement showed and stated that it was in month of for the current promotion that was being offeredPlease contact our support team directly to see if you qualify for any current promotions or discountsThey can be reached by calling [redacted] Centurylink apologizes for the frustration encounteredSincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by Mr [redacted] regarding his bill dispute In review of the account, Mr [redacted] subscribes to High Speed Internet service at $He is receiving a Loyal Customer Credit of -$in month of and High Speed Internet without AutoPay and Paperless Bill for -in months of totaling $If Mr [redacted] subscribes to AutoPay and Paperless Bill he is eligible for an additional -$discountI will agree to give a $courtesy creditTo establish AutoPay Mr [redacted] can go to CenturyLink.com and submit an applicationHe can select My Bill & Payments link and then select sign up for Automatic recurring Payments Customers can set up a MyAccount profile to view their bill online Once these steps are completed Mr [redacted] would be eligible for the additional discountThis would be the best pricing available for the services he subscribes to CenturyLink apologizes for any confusion regarding the billing Sincerely, Ms [redacted] CenturyLink Customer Advocacy

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, I verified Ms [redacted] ’s on the final month of the agreed month promotional rate $before modem lease, taxes and feesMs [redacted] has been billed late payment and restoral fees due to a slow payment historyAfter a full account review, all billing is correct and has been sustained [redacted] CenturyLink 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 initial pricing for the services ordered was correctThe customer did not complete the required autopayment and paperless billing in the first thirty days and this led to an increase of $a month in discounts that were no longer applied as the criteria for the additional discount was not metWhen the customer accepted the promotional rate, this criteria even if not disclosed properly by the representative is noted on ach and every billThe customer is also provided with a written letter that provides the terms and conditions of suchIf this was not the expectation at the time this information was provided, the customer could have disputed it at that timeIt is the incumbent upon all customers to thoroughly read the bills and all the information thereinThis information is not written in some small print at the bottom of the page but right along with the line items and the relative charges and again in the discounts section of the billThe customer gets a substantial discount for the month term commitment as is noted on the billIf the customer wishes to avoid an early termination fee they will have to complete the termIf they want the extra $monthly discounts they will need to enroll in autopayment and paperless billingCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted] ***

Our records indicate Ms [redacted] also submitted a complaint with our Executive Office regarding her concerns Ms [redacted] has been working with a Manager in our Executive Office To avoid duplication of efforts, the Executive Office Manager will be the primary source of response to address the customer’s concerns I have attached a copy of the letter that was sent to Ms [redacted] on March 19, for her review Margaret CenturyLink Customer Advocacy March 19, R: [redacted] [redacted] Dear Ms***, Thank you for your letter to MrP*** I reviewed your account information as we discussed on Monday, March 19, 2018, which indicate your rates are correct You are guaranteed the $promotional discount through January 16, However, rates are susceptible to rate increases as mentioned on page of your last billing CenturyLink apologizes for any in convenience Best Regards, Rick Case Manager Customer Advocacy Group CenturyLink

Initial Business Response / [redacted] (1000, 4, 2015/09/21) */ CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her account, XXXXXXXXXI would like to apologize for the less than exemplary service that Ms [redacted] recently received from CenturyLink representativesHer 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 Our records indicate a return label packet was shipped on August 5th and August 31, I will monitor the account and adjust any equipment charges that might be appliedThe account has been credited in full and currently reflects a zero balance dueCenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) After attempts, we did finally receive the shipping label to mail back their equipmentWe were able to get it mailed back to themI would appreciate that they follow through with the customer service training so that someone else doesn't experience the same service we didThank you

I have reviewed the complaint from [redacted] regarding his bill being higher than expectedI show on the current bill [redacted] is being charged $for internet and $for Prism TV services this includes taxes,fees and surchargesThe only way he could lower his bill is by changing his programing package with his TV servicesAs a courtesy I have adjusted the last two late fees $9.00xwhich has already posted to the accountBased on my findings [redacted] has the lowest possible rate for the services he currently has we apologize if he was given any conflicting pricing informationSincerely, [redacted]