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 trainingThe customer technical statistics look very good on the both the upload and download speedsThe customer should test only with a single device plugged in directly to the modem using the following sitehttp://internethelp.centurylink.com/internethelp/zam-speed-test.html This allows our technical agents to see if there is anything on our network side that could be causing any issuesThe connection speed is not guaranteed due to many physical barriers in the home that can impede the signalI’ve taken the extra step of having an internal group contact the customer and troubleshoot the issues should the need to dispatch be the case CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

CenturyLink appreciates Mr [redacted] writing regarding his experience with our company I regret to inform Mr [redacted] that he did not include sufficient information for CenturyLink to conduct an investigation In order to investigate the complaint, the CenturyLink account number will need to be provided I was unable to locate the account with the limited information on the Revdex.com complaint The CenturyLink account number should be on the ERC notice he received If the service was at a different address than the address on the Revdex.com complaint, I might be able to locate the account if Mr [redacted] provides the addressOnce this information is received, CenturyLink will be happy to investigate further [redacted] Customer Advocacy Group

I have reviewed the complaint from [redacted] regarding an early termination fee disputeI reviewed the account notes showing the customer started our service on Dec19th the first contact we had with the customer was on March 14th when they called to cancelThe customer states the service wasn't working as they expected I don't show any request for repair assistance for the duration the service was activeWe give each customer a day trial period so if they aren't satisfied they can cancel within that period and not be subject to an early termination fee for canceling earlyWe remind our customers every month on their bill that they are in a service agreement the customer's first bill disclosure and all others after read as follows You are receiving a reduced monthly rate for your High Speed Internet because of your month term commitmentWhen your current agreement expires on 12/19/your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPayment and Paperless billBased on my findings the fee is sustained as validSincerely,Mr[redacted]

CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her account, ###-###-#### *** I would like to apologize for the less than exemplary service that Ms [redacted] feels she 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 wellOur records indicate Ms [redacted] spoke with a representative on April 20, A credit for $was applied to the account for the unreturned modem charge CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because: I never received that in the mail if I had this would not be an issueI have the modem and all wiring but have not received instructions on how to return everything Sincerely, [redacted]

Thank you for taking the time to notify us about the unsatisfactory customer service experience that you recently encounteredThat's not how we do business and I certainly don't enjoy hearing the treatment you receivedPlease accept our apologies for not meeting your expectationsAfter researching your account I have found that all charges have been cleared and the modem has been returnedCenturylink does pull a soft credit check when activating an account, we have verified that it was pulled as a soft credit checkWe apologize for the frustration that Ms [redacted] has expressed and encounteredSincerely, [redacted]

I have reviewed the billing complaint from [redacted] regarding a promised credit not receivedI reviewed the account and gave a courtesy adjustment for the $plus the late fee caused by us not issuing the credit as promisedThe credit will show on the next billing statement CenturyLink apologizes for not issuing the full credit as previously promisedSincerely,Mr.T [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a billing issue along with problems with porting out their number to another providerI would be happy to further assist if the customer can provide me with their CenturyLink account numberSincerely,Mr[redacted]

I have received a copy of the Revdex.com complaint filed by Mr [redacted] , regarding his CenturyLink billing concerns This complaint was previously addressed by our office as an FCC complaint Please see the attached response CenturyLink apologizes for any confusionSincerely, [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because Century made a mistake and put someone else's name on MY account number at my addressI will be sure to let everyone know they're in the habit of putting other people's names, addresses on their customer's billsThis is NOT my problem since it's not MY mistake It's their mistake so it's their problem I tried to resolved this matter responsibly, but since they don't care about resolving their mistakes, I will just make sure everyone I know, knows what an awful company they are and how little they care about their customers Sincerely, [redacted]

05/10/2016CenturyLink 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 this issue was already resolved.On 04/02/2016, Mr [redacted] made a onetime payment of $ ( [redacted] )On 04/07/2016, Mr [redacted] called to CenturyLink customer service and explained that the bank was having issues and he was going to make another payment that day of $( [redacted] )Both payments were returnedOne reflects reversed on Mr [redacted] ’s CenturyLink account on 04/18/and the other on 04/19/(dates posted on the CenturyLink account are usually later than actual reversal of payments).On 04/25/2016, Mr [redacted] was issues a courtesy onetime credit in the amount of $As the both the payments made by Mr [redacted] were both reversed and a courtesy credit has already been issued, CenturyLink has closed this complaint with no further credit adjustments being warranted.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because I have never received my postcard about my reward and it has been well over weeks since I added my account to autopay There was no customer confusion surrounding this offer - no one in your company is able to assist me with something that was sent to me in an email I am beyond frustrated that you are still deflecting this issue I am attaching a screenshot of the email I received stating that I would receive an giftcard for signing up for autopay I signed up for autopay and now no one wants to honor my giftcard I would very much like Centurylink to honor what they said they would do in the attached email Sincerely, [redacted]

CenturyLink appreciates the opportunity to review Mr [redacted] ’s account, [redacted] *** Our records indicate Mr [redacted] spoke with a representative on August 16, He agreed to a new promotion, which included the presence of Auto-Pay and Paperless billing, with a twelve-month commitment The September 10, bill reflects the changes, associate discounts, and verbiage regarding the term commitment On September 19, 2016, the account was suspended for non-payment Mr [redacted] disconnected the account on September 20, and was correctly billed an Early Termination Charge on the September 19, Closing bill While the Early Termination Charge is valid, CenturyLink has agreed to adjust the balance due on the Closing bill, in an effort to satisfy A credit for $was issued on October 27, The account currently reflects a zero balance due [redacted] CenturyLink Customer Advocacy

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: The dates the bill is due and the date that autopayment pulls the approval are separate dates The date the payment post to any account and the date it is authorized for autopayment is approximately days apart, so this was already authorized prior to the disconnect for the amount on the bill print/processing date Furthermore, the incoming carrier should have notified CenturyLink that the customer wanted to take both the voice service and the internet service which would have resulted in a disconnection Purchase Order Number requesting (PON) both services on the account; that is the reason the customer was told to call back in as Centurylink is not the carrier in error here Centurylink or the current carrier at the time of the port cannot insert itself into the wholesale porting process as it is against the porting rules laid down by the ***This protects the customer from being contacted by the outgoing carrier in an attempt to unhook the port process which is strictly forbidden Records indicate that they (the new carrier) did not request a disconnection of both services, only the voice line Since it’s not assumed when a person ports a number to another carrier that they do not want to keep remaining services that are still associated with the account, the new account number is generated with any remaining services such as the internet, TV etcto insure continuity of said services That said, when the customer called to disconnect the services remaining on the new account, the date the bill was effective for was July 11th and Centurylink charges billed past that day were negated by making the affective billing date July 11th, as indicated by the negative amount due of -$for internet charges on the July 21st statement and refunded to the customer While CenturyLink appreciates that this process is one that most n the outside are not aware of, it in no way did anything other than what is required by [redacted] rule All charges billed for service(s) rendered that relate to CenturyLink were negated beyond July 12th and the correct refund has already been issued CenturyLink appreciates the opportunity to clarify the reason this occurred and provides that this is sufficient to close this complaint as resolved CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution isn't the best answer and I am still unhappy; however I will let this matter end Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: CenturyLink needs to refund me from the time of my service due to this luring and misleading that they have donePlease refund my account from the start date till now the difference in service I was expectingThank you Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: although the AG is involved, we are still running into issues regarding them following through on resolution If I do not receive a corrected bill as promised by 5/5/17, I am moving forward with small claims court for all incorrect billing, time spent dealing with the issues for over 8months, lack of internet service pending resolution, and any and all court related costs This is my last response to the Revdex.com Any further action will be addressed in court Sincerely, [redacted] ***

I have received a copy of the Revdex.com complaint filed by Ms [redacted] ***, regarding her payment investigation After review of the account, payments of $and $were applied to the account on March 15, Ms [redacted] requested to disconnect service on March 11, After the payments posted against the final bill, a refund check of $was mailed on March 21, CenturyLink apologizes for any frustrationSincerely, Ms [redacted]

I have reviewed the closed account information regarding a [redacted] billing disputeBased on my findings the charges are valid we already paid [redacted] for them I understand the customer was advised we would take care of them due to us never getting the bills combined so I adjusted the bill it's now a zero balanceCenuryLink would like to apologize for the time and frustration the customer experienced trying to resolve this billing dispute.Sincerely,Mr[redacted]

Complaint: [redacted] I am rejecting this response because:I made a payment of $on 4/13/which is why the account balance is zeroI did not want to unnecessarily hurt my credit history, even though no mistake from my partPlease reimburse the below amount, if you truly want to take any corrective actions.04/13/2016$111.29$107.79$[redacted] Sincerely, [redacted]