CenturyLink

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 trainingHaving read the previous complaint and the file the Centurylink case manager opened including the reply, the price per month was to be roughly $a month, not $the adjustments stated were given and in November the 12-month promotion expired and the pro-rated amount of the discounts (This actually being the 13th month, the pro-rated amount of promotional discount that was given that offset from the first month)The customer was reminded in that previous reply to check the bill as it indicates when the charges will change according to the promotion that is in placeAll the adjustments offered at that time were done correctly and there isn’t anything that transpired since then that isn’t stipulated in writing on the monthly statement, including the duration of the offers and the dates they will expireThe customer contrary to the statements in this complaint are responsible for reading the bill each month, paying the bills on time and contacting the company at the end of a term to see what was available when other promotions expireThe request for additional adjustments when all that was promised has been done will be denied and the balance owed is sustained CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

04/13/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 the final bill statement from the account was due to the purchase of the CenturyLink modem router leaving a balance due of $($+ taxes)I researched the account and found that a return label was sent to Mr [redacted] so that that he could return the purchased equipment and receive complete refund for the purchased equipmentThe equipment was returned on 08/31/however a refund was not issuedI issued a credit for the balance in full and left the account with a zero balanceI also sent to have the collections ceased and any credit reporting removed (timeframe: up to days)I apologize for any inconvenience this may have causedSincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Mrs [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, Mrs [redacted] billing concerns seem to be resolved according to her account notes historyMrs [redacted] has been given adjustment and additional promotionsI left Mrs [redacted] a voice message with my direct contact information for any further questions or concerns [redacted] CenturyLink Customer Advocacy Group

CenturyLink appreciates [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 verified [redacted] ***’s installation concerns were addressed on June 23, At that time, the installation was completeI referred [redacted] to our tier broadband group for other service concernsCenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted] *** [redacted] CenturyLink Customer Advocacy Group

04/22/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings:Upon research of Ms [redacted] ’s CenturyLink account, I found this complaint about promotion billing has already been address by a response to a duplicate FCC complaint:October 15, 2015Re: [redacted] , [redacted] IC [redacted] Notice of Informal Complaint Service Date 9/30/2015Dear Ms [redacted] :Please be advised CenturyLink has completed a review of the complaint filed by Ms [redacted] In the complaint, Ms [redacted] states that she’s had poor customer experiences with CenturyLink She called about her bill, and was told she had to have auto payment to get the discounted rate, and they would not refund her payment.CenturyLink records show that Ms [redacted] placed the order for her service online Her current monthly rate for Internet service is $per month, plus taxes and surchargesShe is receiving a discount for paperless billing To get an additional discount, Ms [redacted] needs to add auto pay to her account.CenturyLink regrets any inconvenience Ms [redacted] has experienced while resolving this matter.Sincerely, ***CenturyLink has reviewed our previous responses to Ms [redacted] ’s issueAfter careful consideration, we find our original investigation and response to be validCenturyLink find no credit adjustment to be warranted and CenturyLink has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the customers replyUnfortunately CenturyLink doesn't address [redacted] or [redacted] Cable policies,contracts nor billing disputes they are separate companiesIf the customer has any questions on their CenturyLink service I am happy to further assist.Sincerely, [redacted]

05/06/2016CenturyLink has reviewed our previous responses to Mr [redacted] issue After careful consideration, we find our original investigation and response to be validI found no record of the price Mr [redacted] states was quoted to him at $including all feesCenturyLink finds the promotional discounts and monthly recurring charges to be valid and has sustained the chargesCenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because: I was lied to upon taking out your service regarding my monthly fee as I see from other complaints this is a problem with century link At no time was I ever told to enroll in autopay nor does it make sense that my bill would double for not doing so!!! What a rip off company I ask for a refund once again as you are not honest with your customers Sincerely, [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by [redacted] J [redacted] and found the following: CenturyLink and the customer have already been engaged regarding the issues mentioned in this complaintAll the changes and adjustments needed to address the issues and concerns have been addressedCenturyLink acknowledges the complainants 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

I have reviewed the complaint from [redacted] regarding not being able to get internet service at his addressI checked the address provided the area is out of capacity unfortunately there is no estimated time when this will be resolved [redacted] lives in a very rural area unfortunately upgrades are done on a cost vrs number of potential customers [redacted] can check with us once in awhile via or check our website for availabilityI wish I had better news for [redacted] we certainly understand his frustration not being able to get our internet service.Sincerely,Mr.T [redacted]

I have received a copy of the Revdex.com rebuttal filed by Ms [redacted] , regarding her billing dispute I have reviewed her account and found the following: After review of the accounts, Ms [redacted] started the internet order onlineThe disclosures regarding the promotion she selected are covered in the ordering process, as reflected in the screenshot she providedIn addition, a confirmation letter was sent following her internet orderMs [redacted] will be eligible for the pricing if she established auto pay and paperless billingTo establish autopay Ms [redacted] can go to CenturyLink.com and submit an applicationShe can select My Bill & Payments link and then select sign up for Automatic recurring PaymentsCustomers can set up a MyAccount profile to view their bill onlineOnce these steps are completed Ms [redacted] would be eligible for the additional discountCenturyLink apologizes for any confusionSincerely, Ms [redacted] CenturyLink Customer Advocacy

Centurylink appreciates Ms [redacted] giving us the opportunity to review our handling of her accountI 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 wellOur records indicate in June a discount that was on the account expired causing the rate to increase In an effort to satisfy, we have adjusted the final billed amount of $to zero and the account is now at a zero balance and closedCenturylink apologizes about the frustration encounteredSincerely, [redacted]

On February 23, Mr [redacted] spoke with one our CenturyLink Supervisors regarding this matterAt that time, Mr [redacted] was advised the service promotion had been present on the account for monthsCenturyLink only keeps call records for daysMr [redacted] advised the Supervisor he was told by a different Manager the early termination fee would be waivedIn response to Mr***'s claims, the Supervisor could not find and notes in regards to Mr***s claimsMr [redacted] them stated, the Manager said she would expire the agreement and Mr [redacted] can pay the regular price from the time the promo was added to the disconnect dateThe Supervisor advised Mr [redacted] the charges would have been $72.94+TAX, the difference in the amount in dispute would be around the same offsetting cost as the regular rateI have left Mr [redacted] a voice message with my direct contact information for any further concerns or questions [redacted] Customer Advocacy Group

Initial Business Response / [redacted] (1000, 4, 2015/07/14) */ 07/14/ CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Ms [redacted] CenturyLink account, I found a new customer order for phone, features and unlimited long distance completed on 05/26/On 06/19/2015, Ms [redacted] contacted CenturyLink customer service to report the package was not what she had request and wanted a plan that was lower ratedThe agent Ms [redacted] spoke with offered her a reduced phone with caller id and per minute long distance plan with a month promotional discountMs [redacted] accepted the change and the order was placed and completed that day CenturyLink bills for services a month in advanceOn Ms [redacted] first bill statement 06/09/2015, she was charged for month and days of the higher rated package plus an activation fee of the phoneThe 07/09/bill statement shows bill adjustments for the dates from 06/20/- 07/08/for the difference in the plans pricing I issued a manual credit for the package difference for the days (05/26/2015- 06/19/2015) the order on 06/19/did not correctThe credit amount the difference in the plans total $This credit leaves the balance on the account -$as of 07/14/ I apologize for any inconvenience this may have caused Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 4, 2015/12/31) */ 12/31/ CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Ms [redacted] ' CenturyLink account, I found on 11/21/2015, Ms [redacted] made a payment towards her CenturyLink account in the amount of $via online through the CenturyLink web siteMs [redacted] called and spoke with CenturyLink's financial department and requested a back out of the paymentThe financial backed out the payment and transferred Ms [redacted] to the customer service department to inquire about promotional discounts availableMs [redacted] accepted an offer for 10m internet for $with a month promotional discount of -$29.00, a new month contract with an up to $early termination feeThe $price for the internet (before the discount) includes $for the internet + $lease of equipment and $broadband cost recoveryThe contract is specific to the promotional discount of -$all other pricing is subject to rate changes Ms [redacted] has been leasing the CenturyLink modem since when her service was activatedCenturyLink's notification of price changes and policy is located on page within the "Information About Your Account" sectionAs shown on the 06/10/2015, CenturyLink notified of a rate increase of the leased equipment: Account Number: XXXXXXXXX of Bill Date: Jun10, Effective with your July bill, you may notice an increase of up to $for the monthly recurring fees associated with your High-Speed Internet modem leaseIf you have any questions, please contact a Customer Care representative at the telephone number printed on your billThank you for choosing CenturyLink for your communication needs - we value you as our customer There are no notes stating anything about Ms [redacted] questioning the leased equipment fee until this month and she has had the leased equipment since 12/02/Ms [redacted] admits she has known about the fee and is unsatisfied that the rate changes On 12/03/2015, Ms [redacted] called CenturyLink again and spoke with an escalations team member who applied an adjustment in the amount of $to Ms [redacted] ' CenturyLink account and placed an order to ship Ms [redacted] a free CenturyLink modem worth $plus the shipping cost of $ I reviewed the billing, orders and notations on Ms [redacted] ' CenturyLink account and found no justification for any of the credits issued or the free equipment and shippingRegardless, no further action will be taken and this issue is considered closed Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (2000, 6, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I finally received the credits I was dueI did not know we were paying for "leased equipment" like stated in the responseStill very dissatisfied with the number of calls it to to resolve my issues and the lack of "service" your representatives giveWas either transferred or written off until I got to a representative that actually took the time to look into my issue

Complaint: [redacted] I am rejecting this response because: They are saying that it is okay for them to lie to their customersAfter being told that I would receive the current promotional rate that I had prior to the move, I didn't realize that it was my responsibility to make sure that they would do what their "customer service" reps promisedHe never stated that I only had days of promotional period remainingObviously if he had mentioned that, I would have made a different selectionThat is pure common senseHow many other customers have they misrepresented to and over-charged? I'm guessing that the $$ is in the millions of dollarsHow are companies like this not kept in check? Sincerely, [redacted]

Revdex.com: My account was set up for auto pay in November, only because I was told the new monthly amount was going to be fixed and the bill that was for $was fixed and that they had credited my account $113.00, so my total due in December was only goin to be $ishThey went ahead and took $out insteadSo no they were not authorized to take out that amount even though my account was on auto payThat does not give any company the right to overcharge people just because they can take it out automaticallyI'm so glad to be done with century link and they owe me a lot more from all prior months they promised thing but completely lied and disregarded my financials Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: these allegations are simple not trueI was told at the time of services ordered I could purchase the modem which I said yesThen I was charged over and over againFurthermore, I was not in a contractI started services with you in May 2016, it's is now almost years since thenThus, a fee for early termination on month is fraudulentYou don't help support veterans by raising prices and treating us this way, when we need nothing wrongI am tired of this big business being a bullyI emailed and called multiple times for my bill to be corrected but you failed to do so at each time, scamming me out of my money Sincerely, [redacted]

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 further review of all concerns with Ms [redacted] , I have agreed to credit back $due to multiple billing issuesThe credit includes both the lease modem and the disputed early termination feesMs [redacted] will pay the remaining final billing owed difference of $CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms [redacted] CenturyLink Customer Advocacy Group

Initial Business Response / [redacted] (1000, 4, 2015/11/04) */ 11/4/15: Centurylink has reviewed the customers complaint regarding their request to have one bill for service at two locationsThe customer is also requesting the charges for service be at the same pricing or comparableCenturylink does not combine billing for service at two different locationsThe customer can have service at two locations with the billing being sent to the same or different addressesThe customer can place the service they are not using on seasonal service which reduces the rate and reserves the facilitiesPricing may vary on services as the rate can depend if the account is on a promotional rate, or a rate we no longer offerThe customer may get a better rate on the new service due to the current promotions availableCenturylink apologizes for the poor customer service they received regarding this matter ***/Cneturylink Manager Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received any bill yet for the second locationI wont accept until I see what they charge for thatI will not pay any late fees due to lack of bill sent on their partI do not feel that this is resolved yetWould be nice to see something from them before I accept it as resolvedIt is not resolved at this pointI still have no idea what the monthly charges are actually going to be Final Business Response / [redacted] (4000, 8, 2015/11/17) */ 11/17/The customers new account of XXXXXXXXXX was issued credit of $on 11/112/by Mr [redacted] with our officeMr [redacted] has agreed to follow up on the customers account to credit the discounts offered ***/Centiurylink Manager Final Consumer Response / [redacted] (2000, 10, 2015/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) [redacted] was so good to call me, he did in fact take care of the bill that was not rightHe is going to follow up for the next months to adjust the billAfter those three months I am not quite sure what that will look like, however, I am holding on to the faith that he will follow throughAt this time, I do feel that it has been taken care ofThank you so very much for the assistance you provide [redacted]