CenturyLink

I have reviewed the complaint from [redacted] regarding ongoing unresolved problems with our Prism TV serviceBased on the customers ongoing issues that we haven't been able to resolve I have noted their account for us to waive any early termination fees if they choose to cancel [redacted] would need to call in to request a disconnect order and make arrangements for the equipment to be returnedCenturyLink apologizes for not being able to have our service working as it should we certainly understand her frustrationSincerely,Mr.T [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a disputed unreturned equipment feeI have reviewed the closed account notes and history showing the customer has called several time disputing the unreturned equipment feeOur process is to send out a prepaid *** label with our return number and a tracking number so in the event we need to verify the modem was returned we can track itUnfortunately the customer states they sent it back via the mail with no tracking information so we can't prove we ever received the modemDue to the customer's good history with us I have adjusted the $as a courtesy goodwill credit the account now has a zero balanceSincerely,Mr[redacted]

11/03/CenturyLink 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 that the account is receiving the following Promotional Discounts Discount presented on every bill statement along with the disclaimer that explains the month term commitment and the expiration date of the term commitment: --------------------------------------------------------------------------------...⇄ and Home Phone Promotion Month of High-Speed Internet Loyal Customer Credit of --------------------------------------------------------------------------------...⇄ Promotional Discounts $18.05--------------------------------------------------------------------------...⇄ of Your Internet and Home Phone Charges Internet and Home Phone Service Period: May - Jun Internet Service and Local Phone Service reflects charges, fees, usage & discounts provided by Qwest Corporation DBA CenturyLink QC You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 04-27-your monthly rate will change to the standard rate----------------------------------------------------------------------------...⇄ Should Ms [redacted] wish to disconnect her CenturyLink service she would be required to contact CenturyLink at 1-800-244-(Per CPNI verification process, changes must be requested over the phone for proper verification processes)CenturyLink has sustained the contractual obligation if the service is disconnected before the contractual expiration date of 04/27/CenturyLink has closed this complaint Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

When CenturyLink refunds a payment, it goes directly back to the card the consumer originally providedIt is possible [redacted] has received a replacement card from her credit card company since the time of payment She will want to review her credit card statement issued in September to view the refund of $,that was issued on 09/18/2017, has posted to the cardIf she would like to file a formal payment investigation, she will need to contact our financial service department at [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Centurylink apologizes for the poor customer service experience trying to resolve this issueCenturyLink has zeroed out the final billCenturyLink 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, 9, 2015/10/28) */ 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 training Upon review, I verified Mr***'s refund was sent out on October 11, Mr [redacted] has been advised the refund process is 7-daysI apologize for any inconvenience CenturyLink may have cause Mr*** [redacted] CenturyLink Customer Advocacy Group Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/10/31) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed the complaint from [redacted] regarding an unpaid balance on a closed CenturyLink accountI reviewed the final bills and account notes showing [redacted] was advised on 03/09/the balance was from Direct TV charges we paid to Direct TV in full of $142.25- $credits for CenturyLink services= $dueThe notes indicate that the customer received a refund from Direct TV in the form of a gift card since there wasn't an active account to creditCenturyLink understands how this can be confusing on final bills that are combined billed with third party partnersSincerely,Mr.T [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 training.Upon review, I verified Ms [redacted] recently contacted CenturyLink recently and canceled her Prism TV serviceThe agent she spoke to also issued a credit of $to her accountIf Ms [redacted] has any further needs or issues we may resolve, she may reach out to us for assistanceCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms [redacted] .AmberCenturyLink Customer Advocacy Group

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, This issue has already been escalated to the Colorado Public Utilities CommissionMr [redacted] will receive a response for all concerns through the PUC process [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 customers most recent bill is charging $for the internet servicesThere is an internet cost recovery fee of $and a modem rental fee of $9.99; the billing is correctThe customer was given a $adjustment in July of 2017, an adjustment of $in August and an adjustment of $on October 19th 2017; no further adjustments are warranted CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] Executive Office Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because: This is obviously getting nowhere I have separated the bill and no longer bundling so there will be no question of what is really being paid We will see how it goes now that you have to be honest Sincerely, [redacted]

Our records indicate Mr [redacted] submitted a complaint with the Office of the Attorney General, State of Florida regarding his concerns A response from CenturyLink was sent to the Florida AG on January 21, Please refer Mr [redacted] to the FL AG response for more information CenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] Customer Advocacy Group

Since somehow the call is now found!? I did ask the lady I spoke with to cancel my services and she said it was complete which is why I ended the callI am still disputing the amount of I would still appreciate for it to be credited back to June 30thThanks Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

05/09/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings:I researched Mr [redacted] ’s orders and found the new install order had been created by a vendorUnfortunately, CenturyLink had no records of whether or not Mr [redacted] had requested a new number or to port his existing number to CenturyLinkI am inclined to agree that Mr [redacted] did request his number to be ported to CenturyLink, and the order was incorrectly placed, as Mr [redacted] requested to disconnect the service the day after the new install completed.I have issued an adjustment of the final balance in the amount of $leaving a zero balanceI also sent a cease of collections notification to the collectors (allow up to to hours) and I sent notification to the credit bureau to delete the credit reporting (allow up to days).I apologize for any inconvenience this may have caused.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

04/04/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: In order to release a number through a port order involves an order from the requesting companyThe account is reviewed for any local or long distance freezesShould there be no local or long distance freezes on the account, the requested due date is accepted and the number is released on the due date (Usually 3-business days, longer should a technician need to be dispatchedNot all companies utilize the same lines within a home and may need work at the NID)Telecommunication companies cannot confirm with the customer if the order was approved or not due to FCC regulations (this regulation allows customers to port their phone numbers without having to call the company)Should a customer call CenturyLink stating they did not request the port order away from CenturyLink, CenturyLink has to wait for the port order to complete, place a new order to request the number back (Usually 3-business days, longer should a technician need to be dispatchedNot all companies utilize the same lines within a home and may need work at the NID)Per CenturyLink’s records, the port order requested by another provider was received on 12/21/and completed on 12/30/Mr [redacted] did not call about the order or change of service until 03/14/when an order was placed to port his number back to CenturyLink with an expidite request and completed on 03/15/As this was not a CenturyLink error and Mr [redacted] was not charged for service from 12/21/through to the install date of 03/15/2016, CenturyLink has closed this complaint with no credit adjustment to be warrantedSincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 wellThe issue with Mr [redacted] ’s MyAccount has been resolved He should be able to access his account online again CenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Mr***’s account, [redacted] *** Our records reflect Mr***’s credit card was denied on three occasions, August 17, 2015, January 19, and February 17, The notations on all occasions indicate we are to refer Mr [redacted] to the issuer (the credit card company) A payment was made on September 1, and Mr [redacted] was not billed a convenience fee When the payment was made on February 23, 2016, a $convenience fee was correctly appliedPer the notations on the account, Mr [redacted] spoke with a representative on January 29, and requested the disconnection of the service However, an order was not processed Mr [redacted] spoke with a representative on February 24, and an order was issued This order completed on February 25, 2016, which is the same as the bill date Thus, a February 25, bill was generated, reflecting charges for a new month of serviceA February 25, Closing bill was issued, reflecting credit for previously billed service Since the records indicate a request was made on January 29, 2016, a credit for the charges on the January 25, bill has been issued A credit for $was issued on April 6, In addition, a credit for the $convenience fee was also given, in an effort to satisfy Since the account is closed, a refund check will be issued for the credit balanceCenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy

(The consumer indicated he/she DID NOT accept the response from the business.) CenturyLink received my initial service transfer on 10-27-One of their agents closed my request on 11-03-without my consentI then had to call and have them open a new service request on 11-04-Additionally, I was the recipient of more poor behaviorOne of their technicians claimed to not have found the telecommunications box housing the wiring necessary for serviceI believe they intentionally lied to CenturyLink management so that they could get paid without having to complete their workIt took me seconds of walking my home's perimeter to find the obvious boxTI'm not sure how a trained technician could not find the hardwareThen, I had a 2nd visit from another CenturyLink technicianHe could not find the CenturyLink infrastructure wiring that is installed street side outside of my propertyI had to point out the hardware to himCenturyLink required that I be at home to receive their service for the previously stated visitAfter hours of assisting the technician, he informed me that he did not need access to the inside of my home to resolve the problem but would need to refer the problem to headquartersI am uncertain why I had to stay home from work for them to rarely interact with me or my homeService was never successfully transferred from our prior home which was originally setup by Qwest on 11-18-as claimed by CenturyLinkThis is the reason for repair request on 11-19-CenturyLink claims that service was restored on 11-23-which is another claimAfter about two decades of loyal patronage, we had to get service from a competitor who not only had lower prices with more features but had better serviceAlthough we appreciate the monetary credits, we would have preferred competent, reliable service without the aggravationI spent over hours on hold and speaking to customer service representatives who were more comfortable being kind than resolving the service issueIn the end, the nearly $covered the time without service but not much moreIt did not cover the cost of my time nor soothe the aggravation I enduredI am much happier now that me and my family is no longer having to deal with the poor service of CenturyLink -Dissatisfied Customer of nearly Two Decades

I have reviewed the complaint from [redacted] regarding problems trying to get her business account transferred properlyI have requested our Small Business Executive Complaints Manager further assist with this dispute someone will be in touch in the next few business daysCenturylink understands [redacted] 's frustration with this failed service transfer process we will continue to assist as neededSincerely, Mr.T [redacted]

09/15/CenturyLink has reviewed our previous responses to Ms***’s issueAfter careful consideration, we find our original investigation and response to be validAs CenturyLink is correcting a billing error for services provided and not billed for correctly, CenturyLink sustains the remaining balance of $as validCenturyLink has closed this complaint Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care