CenturyLink

10/11/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon receipt of Mr [redacted] ’s Revdex.com, I had requested CenturyLink’s repair escalations to contact Mr [redacted] Several attempts were made to contact Mr [redacted] by phone and emailMr [redacted] responded via email stating his modem was the issue and he was going to get a new one [redacted] (repair escalations), offered compatibility matrix of modems and assistanceMr [redacted] has not responded sinceMr [redacted] ’s pricing was at a discounted rate during the move of his service however that expired on 03/20/after on the move on 03/10/There had been no contact to CenturyLink regarding pricing until 09/08/2016, nearly months after the previous promotion expiredCenturyLink allots months to dispute pricing/billingOn 10/10/2016, Mr [redacted] contacted CenturyLink about pricing againMr [redacted] was offered a new promotional rate for a month term commitment promotional discount, an additional loyalty promotion for months and a onetime courtesy credit of $Mr [redacted] denied the offer as he wanted the promotional discount backdatedHe was advised of the promotional timeframe for disputes and policy of no backdating promotionsCenturyLink has made offers to add a new promotional discount going forward and to assist with the internet issuesAll offers have been denied by Mr [redacted] CenturyLink has closed this complaint with no credit being warranted and advise Mr [redacted] to contact CenturyLink support at [redacted] for any internet issuesSincerely, [redacted] ***

I have reviewed the complaint from [redacted] regarding a disputed early termination fee on a closed accountThe name associated with the account number provided in the complaint isn't the sameIf [redacted] could confirm the CenturyLink account number he has the billing dispute on I would be happy to further assist as neededSincerely,Mr.T [redacted]

12/20/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 CenturyLink does have an autopay credit card on file however CenturyLink is receiving an error/denial from the credit card providerI contacted CenturyLink’s Autopay department at ###-###-#### who verifies if the credit card information is correct, then this is more than likely caused by the bank ebill payment information that is set up with CenturyLink’s information conflicting with CenturyLink’s autopay I advise Mr [redacted] to contact CenturyLink’s Autopay department at ###-###-#### to confirm his credit card information and discuss in more details other options if the credit card information is correct (for security the Autopay team would be the point of contact for a resolution to this issue)Additionally, the $late fee had already been adjusted on 11/25/by the agent who responded to Mr***’s duplicate complaintCenturyLink 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 situationCenturyLink has closed this complaint as the adjustment had already been issued and Mr [redacted] has been advised of the department to contact for assistanceSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink apologizes for the delay in getting the adjustment for this equipment which has been verified as returnedThe adjustment in question in the amount of $has been issued (reference number [redacted] ) and should post in the next to hoursCenturyLink 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

I have received a copy of the Revdex.com complaint filed by [redacted] ***, regarding a billing dispute Unfortunately, MrPeale did not provide his CenturyLink account numberIn order to investigate his complaint, I will need the CenturyLink account numberOnce I have the necessary information I will be able to investigate his concernsCenturyLink apologizes for any frustration.Sincerely, [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a poor experience trying to get assistance by phone and our live chat help optionWe apologize for the poor customer service experience and certainly understand how frustrating this would be trying to get help I reviewed the account and show the customer has a pending order to disconnect the service on the day their service agreement expiresIf they reconsider keeping our service I would recommend they speak to our Retention Department to see what promotions they may qualify for [redacted] If they have any other questions or unresolved issues I would be happy to further assistSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:In the beginning of their response, they say the I was billed on 10/for months service in the future plus a prorated cost for the month that had already occurred This means that from 9/through 11/(month and 23days) they billed me $ The monthly agreed upon rate was $ I know that there would have been taxes added to this but ~$seems excessive I cannot follow their response in the middle when they start talking about additional charges and creditsAll of their equipment has been returned and removed from my bill so that shouldn't be an issue I can accept to pay the $for months service but no more The below response was sent to them on January 20, which they have yet to reply to."Dear [redacted] ,According to my bills since October, I have already paid Centurylink $for a service that was active from Sept 29th through October 30th According to my understanding of a discussion that I had with a Centurylink rep, this money should be refunded because of your day money back guarantee Instead of this, you are charging me an additional $ Even if you didn't have the day money back guarantee, $250.37+$264.56=$seems a bit excessive for less than months serviceI am copying the Revdex.com on this email and adding their complaint # [redacted] so they can be aware of what's going on also." Sincerely, [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding wanting their old CenturyLink phone number ported over to [redacted] This porting process would require the old number to be active with Centurylink before it can be ported over to another companyThe customer would need to call our Customer Care Center to see if we do have the number and have an order placed to activate the numberAt that point they can contact their current provider and request it be ported to their company [redacted] We apologize for the delay and misinformation on the process to get this done.Sincerely,Mr [redacted]

I have received a copy of the Revdex.com complaint filed by Mr [redacted] , regarding a billing disputeAfter investigation of Mr [redacted] 's account it has been found that the customer did cancel service before the contract obligation was fulfilledHowever after investigation Centurylink was able to determine that the customer had contact our technical support several times and we had sent a technician to Mr [redacted] Records show that customer continued to have trouble with services after all trouble shooting steps had been performedDue to the circumstances we have credited the $early termination feesPlease accept our apologies and we appreciate the opportunity to investigate this concernSincerely, [redacted]

I have reviewed the customer's reply regarding wanting their previous promotion rate againAs explained before once a promotion expires there is no guarantee our customer's can get the same promotion for another service agreementThe customer has the lowest rate available for the services they currently have I don't show any additional discounts for this accountI also gave the customer a one ***e $credit back on 10/25/to help make up for the new higher rateSincerely, [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a disputed final billThis issue has been investigated by another Executive Office Complaint Manager and has been resolved below are the findings CenturyLink has completed a review of the complaint filed by [redacted] In the complaint, Ms [redacted] indicated that she disputes a $delinquent bill from CenturyLink because she cancelled the service in August 2015.The July 7, bill for account number [redacted] was $Ms [redacted] called July 13, to find out if there was a penalty to disconnect her serviceThe agent advised Ms [redacted] that she was not in a contract and she could cancel at anytime without penaltyMs [redacted] advised that she would call back if she decided to disconnectA payment of $was received August 6, 2015.There is no record Ms [redacted] called CenturyLink in August However, the account records reflect that Ms [redacted] had contacted CenturyLink in August Specifically, annotations on the account show Ms [redacted] had called on August 11, and August 28, because she had not received her bill that month.Ms [redacted] ’s monthly bills were being mailed to [redacted] ***Beginning with the August bill, the statements were returned to CenturyLinkThe service was disconnected for nonpayment in February The Closing Statement was rendered for $In order to resolve this dispute, the final bill amount of $has been credited and the account balance is now $Sincerely, [redacted]

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 trainingLooking at the timing of the refund and the final bill, it may be that the cycle date overlappedIf the customer receives another email for a bill that is showing a zero balance due the customer should forward said email directly to me at [redacted] for further assistanceThere is no collections activity so there isn’t any concern regarding impacting the customer’s credit CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted]

CenturyLink appreciates [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 [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 Our records indicate [redacted] spoke with a representative on March 30, New promotional discounts were added to the account, including a $twelve-month modem discount The new discounts are reflected on the April 23, bill A credit for $and $was applied to the account for the missing discounts The credit is reflected on the April 23, bill [redacted] ’s monthly cost will increase, as promotional discounts expire or if a rate change is implemented [redacted] is a valued customer and I apologize he was not treated in this manner CenturyLink regrets any inconvenience [redacted] experienced [redacted] CenturyLink Customer Advocacy

They still have not provided the FCC the accurate and INACCURATE information they provided me during all my callsThey are currently to be pulling all the calls, since they are yet again over charging meI have all of the messages via [redacted] This is not resolvedComplaint: [redacted] I am rejecting this response because: 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 review, I have verified an adjustment for the amount $had been processed to close out the final billingAll collections have been suspended and removed from our collection agentI apologize for any inconvenience CenturyLink may have cause Ms*** [redacted] CenturyLink 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 trainingThere seems to be some confusion as to what products the customer is referring to and the promotions that applyThe internet portion of the bill is clearly on a 24-month promotion as is stipulated on each monthly billing statementAt the time of the original order (for PRISM and High-Speed Internet) not DirecTV, there were two offers that were available they were both called PRISM “Extreme” promotionsThe customer had the option of $off for a longer period, which was months or a larger discount for a shorter period or $The customers PRISM has been canceled and the effective bill date (which was almost two months earlier than the term negated not only the prior to a 24-month term had the customer been in that term for PRISM at either rate but also resulted in a back dated credit on the account of $By getting the $discount for months, it is essentially the same as the $for months as the promotion stipulatedThe customer is disputing $for twelve months, it is a difference of $or $If you take into account the remainder was only months, the amount is $The account did not get charges an early termination fee and was already adjusted a total of $111.32, or $Other promotional aspects of the promotional (such as promotions programming, days, equipment discounts, months) are all disclosed in the terms and conditions that the customer receives after the order is placedSince there is no way to check what transpired months ago on the account CenturyLink will meet the customer half way and has issued and adjustment of $Other aspects such as taxes fee’s surcharges are consistentRecently, in late March the customer has set up a new price for life order on the internet pricing and this should address the pricing and speed issues raised in the complaint regarding CenturyLink servicesThe agent that referred the customer to DirecTV for information on the term or the programming pricing as correct in doing soCenturyLink is only a third-party biller when it comes to the DirecTV portion of the billIf the customer calls and indicates they have a billing problem and the DirecTV charges are combined billed, DirecTV would most likely refer the customer back to CenturyLinkHowever, terms and conditions between the customer and any pricing disputes are the sole responsibility of DirecTV to addressIt is imperative that when calling DirecTV that the customer indicates there is a problem with the terms or and conditions, the prices being charged for the programming, any DirecTV programming charges, taxes, fees or surchargesCenturylink cannot assist in changing programming or terms signed at the time of the install for DirecTV, only DirecTV has access to their systems and are the only ones that make changes to reflect the changes requested by the customerJust as the regular charges are invoiced to Centurylink and billed together (if bundled) CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced trying to get services disconnected Sincerely, Steve S [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/09/16) */ CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of his account, XXX XXX-XXXX XXX Ms [redacted] took over this account from another customer via a change of responsibility on 01/08/The customer provided their person information including a Social Security number, which is required to take over a previous customer's accountThere were no payments to this account, but contacted customer service on 02/21/about equipment charges on the accountThe customer did not disconnect the account and it was closed for non-payment on 04/10/ I have left several messages with the customer without contacting herI left my contact information and offered future assistance if requiredThe charges and final bill are valid and sustained [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/09/22) */ From: [redacted] (mailto: [redacted] @gmail.com) Sent: Thursday, September 17, 7:AM To: Revdex.com Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXX-XXXXXXXX-X-XXXX) This matter has not been resolvedMost of the facts have been left out, including the payments I made which were credited to an additional account, which I never asked for and never used, which were never recorded or credited to the proper account The damage which has been caused to my credit, the unpaid plethora of hours I've put into trying to resolve this issue over nearly years, having my service cut off twice while I was working on line, being disconnected by Centurylink in the middle of important discussions (and the CL supervisors to whom I'd been transferred never called me back), the untold number of conflicting information provided by every different CL representative I spoke to...the "middle ground" is impossible to assessIf I had an attorney, or could afford one, I'd have sued this company long ago The information this Centurylink representative is including in his response is only a fraction of what actually transpiredI made more payments than my one account should have required, but the right account was never creditedAs far as I can conjecture, those payments were credited to an account which no one ever used (I returned the equipment and never connected to the 2nd account), while the account I was using appeared to go unpaid If this company will simply stop harassing me, stop turning me over to different collection agencies (they've used at least 4, I believe) and dismiss this debt, clear my credit, I will consider the matter closed and simply never recommend them to anyone I knowMy time, postage, and the costs incurred as a result of my damaged credit cannot be recaptured [redacted] Final Business Response / [redacted] (4000, 34, 2015/11/16) */ CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her account, XXX XXX-XXXX XXX Ms [redacted] was able to provide additional information regarding the account in questionMs [redacted] originally set up internet service, account XXX XXX-XXXX XXX on 11/21/at [redacted] E [redacted] S Midvale, UT XXXXXThere was an existing account already present under a different customer's nameMs [redacted] had her account closed on 12/31/and effectively back dated to the date of installThis pro-ration created a refund against the account for $for services that were never paid upon Ms [redacted] took responsibility of the existing account and the account changed to her nameThe customer made a payment for $on 02/11/against the closed account, XXX XXX-XXXX XXX in error and the payment was not applied to the customer's current accountWe have located that payment and applied the credit to the account The account, XXX XXX-XXXX XXX, has been closed and the balance has been reduced to zeroCenturyLink recalled any previous collection referrals and requested any negative credit reporting be removed from the customer's credit report [redacted] CenturyLink Customer Advocacy Final Consumer Response / [redacted] (2000, 36, 2015/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: It's obvious that CenturyLink is willing to do nothing; and will just sweep this under the table as they have done so many times in the pastI will make sure I move all my elderly customers (as well as all other customer of my business) away from CenturyLink servicesThey're unwillingness to tell me how they are going to address this insult to both me and my customer says enoughRevdex.com; as you can see; they are unwilling to explain how they will address thisThis is substandard customer serviceTheir rating should reflect this fact Sincerely, [redacted]

To whom it may concern:I have received and reviewed the customers’ complaint and found the following:The circumstances surround the inability to get the service active and or bundled were due to eith late or nonpayment of services on the stand alone internet account.This has been explained and all charges, including valid charges regarding the intent have already been back dated and adjusted to February 16th, 2016.In lieu of the difficulty in getting an answer to the complaint through the channels, CenturyLink has, in addition to the charges already waived, issued and adjustment of $leaving a balance due of $which will not be adjusted and is past due.All restoral and late payment fees resulting in the conversion to a voice line package as well as all installation fees or activation fees are part of the adjustment listed in this reply.Since the back dating of the bill negated valid charges for the internet that amount to roughly the difference in this adjusted balance due and the final balance due of $231.20, 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 Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care

04/22/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings:The days satisfaction guarantee promotions does not include a refund for phone or phone associated charges (activation, taxes, fees or surcharges) as shown in the requirements found on the day satisfaction form page Mr [redacted] filled out: 30-Day Satisfaction Guarantee from the promotions section of www.centurylink.comApplies only to new, standard, residential CenturyLink® High-Speed Internet or PURE Broadband services in select markets ("Service")To be eligible, customer must cancel Service no later than the 30th day after Service installation at customer's residence and complete online form at https://30days.centurylink.comCenturyLink will credit the following applicable charges to customer's CenturyLink invoice within business days following disconnection date: monthly recurring Service charges, monthly recurring or nonrecurring modem or router charges (if modem and router are returned within days of Service disconnection), shipping and handling fees for modem or router, activation fee, and all applicable taxes, fees, and surcharges related to Service and equipmentDoes not apply to charges related to voice product, jack work and inside wiring, professional installation fees, as well as selected optional charges, such as aservicesEquipment must be returned within days after service disconnectionCustomer must follow the return process found in the equipment box (black and white card) or in the User Manual to return equipmentNo credit will be given for equipment that is incomplete or damaged.Qualifications from the 30-Day Satisfaction Guarantee form link:OverviewWe want to give you the best customer service possibleThat´s why we´re offering our residential customers a 30-Day Satisfaction Guarantee on CenturyLink™ High-Speed Internet, PURE Broadband, and Prism™.Simply read the instructions belowIf you meet the eligibility requirements and want to use the Satisfaction Guarantee, just click the link below to get to the Satisfaction Guarantee submission formOnce you get to the form, follow the directions to complete the form and submit it to usEligibility RequirementsTo qualify for the CenturyLink™ 30-Day Satisfaction Guarantee, you must have had residential CenturyLink™ High-Speed Internet, PURE Broadband, or Prism™ service active at your residence, must contact CenturyLink within days of your applicable service activation date to initiate your disconnection of these services, and must complete the satisfaction guarantee request form.Charges & Fees Waived Under the 30-Day Satisfaction Guarantee:• High-Speed Internet, PURE Broadband, or Prism™ early termination fee• First month's High-Speed Internet, PURE Broadband or Prism™ monthly recurring charges• First month's High-Speed Internet, PURE Broadband or Prism™ monthly recurring equipment charges and all shipping and handling fees related to selected equipment• High-Speed Internet, PURE Broadband or Prism™ data activation fee• High-Speed Internet, PURE Broadband, or Prism™ installation fees• Applicable taxes, fees, and surcharges related to High-Speed Internet, PURE Broadband, or Prism™ service and equipment monthly recurring charges*Other fees and conditions may apply.As Mr***’s CenturyLink package included phone and internet, the days satisfaction guarantee credited all charges associated with the internet portion and internet fees of the serviceAll phone charges and fees are validThe balance due of $includes phone service from 10/12/to 10/23/2015, activation fees, taxes, fees and surcharges for the phone portion of the service.CenturyLink has sustained the charges as valid and has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care