CenturyLink

Unfortunately, the promotion offered to Mr [redacted] in September is no longer available Thus, he was allowed to disconnect without penalty Credits were applied to the account for the difference in rates, while the account was active CenturyLinkregrets the problems Mr [redacted] experienced Margaret CenturyLink Customer Advocacy

CenturyLink appreciates Ms [redacted] writing regarding her recent experience with our company I regret to inform Ms [redacted] that she did not include sufficient information for CenturyLink to conduct an investigation I was unable to locate an account with the limited information on the Revdex.com complaint In order to investigate the complaint, the CenturyLink account number will need to be provided If she doesn’t have the account number, I might be able to locate the number if she provides her old service address Once the CenturyLink account number is provided, CenturyLink will be happy to investigate Ms [redacted] concerns I regret any inconvenience this may cause Margaret Customer Advocacy Group

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 trainingUpon review of the account, the customers statements or recollection of events leading up to the suspension of service do not match the account notationsThe customer did not pay the first three bills and then was suspendedThe arrangement to pay the $to maintain the service was made and then rejectedWhen this happened, the account was suspended for non-payment, the account was debited back for the rejected payment and the current months bill of $which due on December 30th, became due as wellAt this point the customer owed a total of The $was debited back on the account and this is the reason for the increased amount past due of which was finally received to bring the account current and allowed the account to be restoredThe account prints the bill on the 10th of each month and the payment is due approximately 16-days laterIt is imperative that the customer staring with the first bill not cycles later make timely payments to keep service active or the customer may be subject to a suspension of serviceThe amounts quoted were correct but that payment failure is the reasons for the large amount due upon calling in again, not what was quote on a prior callThe January bill that printed on the 10th of January was due by February 1st and if not paid will incur a late fee as wellThe customer may want to set up autopayment to avoid these issues or fees in the future CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

I have reviewed the complaint from [redacted] regarding a promised credit and buried temp drop line hazardI have sent an escalation request to get the line buried they will be in touch soon to schedule a date to mark the facilities and schedule a contractor to bury the lineI have also given the customer a credit for one month due to our delay in installing their service due to our techs being backloggedThe credit has already posted to the account and will show on the next billing statementWe apologize for the time spent and frustration caused by these unresolved issues.Sincerely, [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink apologizes for the delay in getting this issue resolved as of this date, all charges resulting in this order and subsequent cancelation resulted in a refund of $which is noted on the revised final billAll charges from February 9th, forward have been reversed when the effective bill date of the final bill was corrected to reflect the February 9th date even if the customer had service past this point, the bill reflects an effective date of February 9thAS for the modem issue, there is no history of the modem being shipped there as it indicates it was actually brought on the truckIf for any reason the customer gets any bill related to this other modem please have the customer contact the manager handling this complaint at [redacted] for further assistance if neededCenturyLink 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]

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] *** [redacted]

Complaint: [redacted] I am rejecting this response because:I know century link shut my service off before it was suppose to so I couldn't reply in time so this issue with both companies will be resolvedI will never do business with either company I don't like the head games they play with there customers Sincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by [redacted] , regarding a billing disputeAfter investigation of [redacted] 's complaint it has been found that we have only been able to locate an account which has been closed and refunds have been provided onWE are unable to locate the account in question which customer states of having a bill of $We'd be happy to investigate this issue further please provide the account number on the bill which is located in the top right corner of the billCenturylink apologizes for the frustration encounteredSincerely, [redacted]

Revdex.com:I talked to Centurylink SEVERAL times There were several telephone calls Unless your representative has reviewed ALL the phone calls, you cannot say that I was unaware I was getting the slower speed I have paperwork that I highlighted the speed I was supposed to be getting but was not sold So I know I discussed the speed with someone during one of the phone callsI accept your offer to return my $in the form of a check to me, since I returned the modem once I found out I was not getting the speed I thought that I ordered 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]

CenturyLink has exhausted all investigatory resources in regards to this issueWe have no new information to add and find our original investigation and response to be validCustomer must contact our fraud department for further assistanceCenturyLink has closed this complaint.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: 1) CenturyLink has not addressed the fact that my original package (which should not have been changed and which was given to me because I was a long-time customer since 1989) was arbitrarily changed by CenturyLink This package should have been effective until March I was assured in my telephone conversation on June 3, that the small increase in my internet speed was within my package and WOULD RESULT IN NO CHANGE TO MY BILL I want CenturyLink to correct their error and stand behind what their customer representatives say to clients 2) I was given a loyalty credit on July 16, to make up the difference between my old package (which I was told no longer existed) and the new package resulting from CenturyLink's increase between the two The $loyalty credit was to last for months but has disappeared after only a month or two I would like for CenturyLink to honor the information given me by their customer representatives by giving me the preferred package for long-time customers and putting back the loyalty credits promised to me This information is reflected in their computers history of my case Surely my being a customer with them since warrants more than a being sorry about the miscommunication! Sincerely, [redacted] ***

Our records indicate Mr [redacted] also submitted a complaint with the Attorney General of Washington regarding his concerns A response from CenturyLink was sent to the Washington AG on December 29, Please refer Mr [redacted] to the AG response for more information [redacted] Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: AS far as the Centurylink services that are billed the established date of the service noted in this complaint is as follows: For account number ###-###-#### [redacted] the service was established February 24th, and this included a modem leaseIf the customer already owned this equipment we can adjust accordinglyPlease have the customer provide the serial number and account number associated with the modem in useIf it matches any documentation in the CenturyLink equipment database that indicates the customer has already paid for this equipment, the lease charge will be removed and back dated to adjust for Lease charges previously billed relative to this accountThe customer can send this information to [redacted] for further reviewCenturyLink 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

Complaint: [redacted] I am rejecting this response because:I've attempted to speak to representatives three time and continue to get different answersI refuse to pay my current bill which is due February 11th due to the fact that I have tried to get my rate changed but have not been able to get the same answersThe first representative told me to speak to the loyalty department and that they would not be able to assist me furtherI tried to get online to speak to someone else and they would not direct me to the loyalty departmentThey gave me standard prices and no promotional dealThe third representative told me that the loyalty department is not available onlineToday I had to set up their new promotional deal of $per month because I am running out of options and no one will assist meI do not have time to sit on the phone trying to contact a department that previously helped me last yearYes CenturyLink provided me with a promotional discount for twelve months previously but they failed to mention that it took them over three months to get my billing correct last timeI spend on average at least six hours per year trying to get my bill corrected every time the promotional discount has endedThe customer service that CenturyLink has provided is beyond exhausting and non-existentIf they want to keep a customer they should improve their customer service skillsAlso I tried contacting them since my first charge of $and have not received proper assistance and have been charged another $I do not want to pay the $that is due for this month since it has taken me beyond a reasonable amount of time to address my concernI am only one customer and can not change the way this company operates but I can voice my concern and let others know the lack of professionalismI've included a document with my past paymentsI will have to pay my bill by 2/12/because I am a responsible adult who pays my bills on timeThe least CenturyLink could do is provide me a credit of $due to the frustration and the amount of time I've had to spend to get this bill correctedI've also removed my auto pay so I see every statement CenturyLink sends to me since they don't provide their customers with an email stating their rate is increasing (double and tripling in price) when a promotional discount endsLast point is it really a promotional discount if in the future they increase their rates to the extremeThis company is not concerned about their customers [redacted] ***

01/18/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Mr [redacted] ’s CenturyLink account, I found the new install order and delivery of equipment completed on 12/17/The first bill statement generated on 12/19/that billed a month in advance and an activation feeMr [redacted] called on 12/21/and requested to disconnect serviceAn order was placed with an effective bill date to the install dateUnfortunately the bill statement was not available to adjust the activation feeWhen the final bill statement generated all charges except the activation fee was adjustedOn 12/29/CenturyLink received the equipment backI have adjusted the balance in full leaving a zero balance on Mr [redacted] ’s CenturyLink accountSincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12748362, and find that this resolution is satisfactory to me Sincerely, Marla [redacted]

I have reviewed the Revdex.com Complaint regarding a rate disputeI reviewed the account and show after the first month the extra $discount for auto pay and paperless billing fell offThe notes indicated a $credit was issued and help offered to get auto pay set upThe next month the new discount hadn't kicked in yet the customer refused to make a payment requested service canceled then refused save offer from our retention department I have credited the other three months extra $promotion for a credit of $which has postedThe customer needs to call in and pay the balance to get the service restored and auto pay set up to continue their promotion and service agreement [redacted] We apologize for any frustration this has caused our customer our employees have offered to help correct the error.Sincerely,Mr[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Subsequent to this reply the customer already received adjustments and assistance for the issues regarding the internet Notes on the account as recently as the January 17th indicate the customer was taken care of by the customer service representative and transferred to technical support for additional information or help regarding the issues experienced Service records there was no new trouble tickets found after this recent activity and it is assumed the most recent assistance addressed the customers issue and concerns If the customer is still having trouble with the service the customer can contact technical support or the manager handling this complaint at [redacted] for further assistance CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted] ***

I have reviewed the Customer's reply regarding [redacted] pricing [redacted] provides customers with an order confirmation before service is installed which the Customer has to sign before installationIn many cases the Customer will add either equipment such as additional set top boxes or a larger programming package at the time of installation adding more costs to the billWe are happy to address any questions on CenturyLink charges and services but we don't have anyway to adjust nor change [redacted] pricingWe apologize for any frustration this has caused unfortunately being a separate company from [redacted] we don't have access nor authorization to make changes on their services.Sincerely, [redacted]

Please see FCC response, this issue has been closed Please be advised that CenturyLink has completed a review of the informal complaint filed by Mr [redacted] ***In the complaint, Mr [redacted] is disputing the $Internet Cost Recovery Fee The Internet Cost Recovery Fee has been in place for the life of Mr***’s account; which was established in September, Effective with his bill dated April 25, 2016; the fee will increase from $to $The following notice was included with Mr***’s March bill: EFFECTIVE WITH YOUR APRIL 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 NETWORK It is the position of CenturyLink to sustain the $Internet Cost Recovery Fee as billedRegards, [redacted] ***_____________________________________________________________________________ [redacted] Customer Advocacy Group