CenturyLink

Complaint: [redacted] I am rejecting this response because:Please see the proof1) The initial email shows my original estimated bill.2) When I signed up I signed up for a package deal and ordered a combo pack for [redacted] and Century Link together – I don’t receive separate bills I get one bill from the same company so for them to say to discuss separate is insane 3) They never sent me any of the figures attachedThe lied I never got these amounts or breakdowns in fact their representative in the chat even said the bill was messed up and said I was due a refund4) The rep said he was going to credit me for $and this has never happened5) My bill is still incorrect and way off compared to what I was quoted6) Had they been honest up front I never would have signed up why didn’t they advise all their hidden fees – they state it was a bundle I signed up as such I didn’t call multiple companies so they should resolve Also I need confirmation they are cancelling the following services prior to the free trial period end date I don’t want them to extend beyond the free trial · [redacted] – free for months I want termed at months days · Premium Web Packs the webchat signed me up is termed immediately· Update my name to [redacted] not [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I was never advised that the contract had a termination fee, and am disputing that I agreed to any such contractI am asking for audible proof, or a signature proof that I voluntarily entered into this contract with a termination feeAttached is the order confirmation, as well as the first statement since this "contract" was agreed toIn no area does it say that I agreed to a contract, or agree to any form of fee Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ CenturyLink appreciates Mr [redacted] giving us an 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 of the current promotion Mr [redacted] has on his account it requires Auto Pay, Electronic Billing and a one year contract which will provide DSL for one year at $ However, Mr [redacted] is also renting the CenturyLink modem which is an additional $ per month The June 13, statement currently reflects a credit of $ and will carry over to the July statementUpon Mr [redacted] contacting CenturyLink on June 22, a credit of $ was provided and on June 1, another adjustment of $ had been provided After a complete review of Mr [redacted] account, CenturyLink records indicate the billing issues has been resolved I apologize for any inconvenience Mr [redacted] has encountered as CenturyLink wants each and every contact with our Valued Customers to be a pleasant experience Regards, [redacted] Customer Advocacy Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) While CenturyLink claims that my account has been properly balanced, this is not true This is the statement that I copied from my CenturyLink account screen at 10:MDT: Previous Balance New Charges Due 7/7/ Total Amount Due $ Payment Due By 7/7/ Your account is past due in the amount of $If already paid, please disregard The company continues to grossly overcharge me, and fails to correct its errors, while pretending that it has made the corrections Final Business Response / [redacted] (4000, 13, 2015/07/20) */ CenturyLink appreciates Mr [redacted] requesting additional information in regards to his account Based on another review, CenturyLink records indicate the balance on the July 13th, statement was $ CRHowever, the current charges were $ - $ Credit = balance of $ credit I have enclosed a copy of the July 13, statement which shows the breakdown of the $ Mr [redacted] was questioning Summary of Your New Charges Service Total With Savings Internet - page Internet Monthly Charges Related Monthly Charges Service Additions & Changes - Taxes, Fees & Surcharges Total Internet Service $ Total New Charges $ In the future Mr [redacted] 's account will bill the monthly amount of $ 29.95(after the $ discount)until the promotional rates expires along with the $ Modem lease fee plus any applicable taxes and/or surcharges I am hopeful this will assist Mr [redacted] 's questions he has on the accountAgain, I apologize for any inconvenience Regards, [redacted] Customer Advocacy Manager Attachment: July statement Final Consumer Response / [redacted] (2000, 15, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the company's resolution, contingent on the CenturyLink service representative's promise (whom I spoke with today) assuring me that I can return the modem that was sent to me and thus avoid "rental fees" on the modemI have the modem packaged, and, even as we speak, I am on-hold with a CenturyLink telephone representative, who is trying to find the address where I can mail the unneeded modem (so far, this phone call has taken minutes, being put on hold, and waiting form someone who knows how to send me a "modem return label.") Thanks, Revdex.com, for your help

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, I verified Mr [redacted] has already canceled service and credited back for all servicesIt’s very unfortunate Internet service quality and performance didn’t meet Mr [redacted] ’s expectationsI apologize for any inconvenience CenturyLink may have cause Mr [redacted] [redacted] CenturyLink Customer Advocacy Group

Initial Business Response / [redacted] (1000, 4, 2015/07/28) */ 07/28/ CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Mrs [redacted] 's CenturyLink account, I found a request for credit of the balance on the account was placed on 07/03/On 07/10/2015, the credit was applied to Mrs [redacted] 's CenturyLink account leaving a $balanceI contacted CenturyLink collections department and requested to have the collections pulled from the collection agency and removed from Mr [redacted] 's credit reportI was informed the removal timeframe is 30-days 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, 2015/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 4, 2015/08/10) */ To whom it may concern: I have reviewed the customers' complaint and found the following: The customer is disputing the early termination fee and it has already been adjusted CenturyLink 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 and appreciates the opportunity to resolve this complaint Sincerely, [redacted] Executive Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: The speed on their side is only half of the issue, I was told that they would be sending me a new modem that would transmit this higher speed and I have yet to get it Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/09/08) */ To whom it may concern: I have reviewed the customers' complaint and found the following: CenturyLink apologizes for the error and has negated the bill in its entiretyWhile the final bill has been negated, this may take up to business days to reach all parties that may be involved CenturyLink 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 XXX-XXX-XXXX [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: My account number is ###-###-#### ***, I have not received a bill nor I'm I able to log on through the website Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11031577, and find that this resolution is satisfactory to me

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 Thank you forlooking into this, my acct # is [redacted] Sincerely, [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 this issue has already been addressedMr [redacted] spoke with an agent on 12/06/who issued a credit adjustment for the 2nd modemMr***’s original modem was purchased as of 02/19/and the 2nd modem was ordered on 11/17/(months)I contacted CenturyLink support team for a full summary of all calls to repair and was advised: “I show the first call from this customer in regards to any issues with his service was 10/07/Nothing found before thatAt that time the customer said he has connection drops and he thinks the modem might be badHe also stated that he had the issue for a yearThe customer was affected by an outage in November and again stated he thinks the modem is bad and requested a replacement on 11/17/2016, there was a new modem delivered on 11/21/Currently I show the line is stable with full speeds and no issues.” CenturyLink 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 situationI must remind Mr [redacted] that CenturyLink’s purchased modems have only a month warranty and will not be replaced free after the warranty expiresCenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her account, [redacted] 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 well Our records indicate the last repair ticket that was opened on Ms [redacted] ’s account was on December 31, Per the notations on the ticket, there was an outage in the area A Broadband Escalations representative checked Ms [redacted] ’s service on May 11, No issues were found, the line stats looked good and four wireless devices were connected If Ms [redacted] is experiencing problems with her service, she is encouraged to contact repair and report the issue On April 27, 2017, Ms [redacted] spoke with a representative in our collections group New payment arrangements were made CenturyLink agreed to break the total amount due at this time ($177.64) into three payments Ms [redacted] agreed to pay $on April 28, She agreed to pay $plus the new charges from May bill by the June due date and to pay $plus the new charges from June bill by the July due date The due dates are reflected on the monthly bills CenturyLink received a payment for $on April 28, CenturyLink regrets any inconvenience Ms [redacted] experienced [redacted] CenturyLink Customer Advocacy

1/15/The foreman contacted me and advised they have been in contact with the customer regarding their serviceRepairs were completed to the facilities The foreman indicated he issued service credits to the customers accountCenturylink apologizes for the problems the customer has encountered with their service.***/Centurylink Manager

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, I verified Mr [redacted] disconnected service on May 27, 2016, the Early Termination Fee in concern was waived at that time [redacted] CenturyLink Customer Advocacy Group

CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her account, [redacted] *** 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 well Ms [redacted] ’s account was established on December 18, on a twelve-month promotion that included the presence of Auto Pay and Paperless billing to get the maximum discount Paperless billing was added on June 3, Currently, the account is receiving a $monthly discount and a $promotional discount, which was added on March 8, As reflected on the June 22, bill, the monthly cost is $($74-$10-$29.05) before taxes, surcharges, and fees (modem) The monthly rate will increase as the promotional discounts expire Ms [redacted] has received credit from representatives on March and May 2, 2016, in an effort to satisfy A credit for $and $was applied on March and a credit for $was applied on May 2, Ms [redacted] ’s monthly cost has fluctuated, as she has been carrying a balance due balance on four of the seven bills that have been generated Due to the past due balance, she has been correctly billed a Late Payment Charges In addition, her account has been suspended for non-payment on two occasions (March 8th and April 28th) and she was correctly billed one $Restoral Charge [redacted] CenturyLink Customer Advocacy

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, I verified Mr***’s issue was resolved on February At that time, Mr [redacted] was given an adjustment and put on the best promotional rate availableI made contact with Mr [redacted] to assure all concerns have been resolvedAfter further review of the complaint, I agreed to an additional credit of $inconsideration to the time it took to resolve Mr***’s concernsI apologize for any inconvenience CenturyLink may have cause Mr*** [redacted] CenturyLink Customer Advocacy Group

Centurylink appreciates Mr [redacted] giving us the opportunity to review our handling of his accountI would like to apologize for the less than exemplary service that Mr [redacted] recently received from Centurylink representativesHis 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, that the customer was paying $49.91a month for servicesA loyalty credit expired causing the bill to increase to $on the May statementThe may statement had prorated credits that covered partial credits for that billing cycleThe June statement was $which was the monthly rate without any proration's and a $late fee accessedThe account number changed to [redacted] when the customer moved to the new locationThis is when an internet only account moves to a new locationA separate account wasn't opened however we do see that the promotions were changed with the order to move services In an effort to satisfy, Centurylink has credited back the differences in the last two billing statements to what Mr [redacted] was paying before the changes in his rates on the accountWhich is a total credit of $combined for the months of May and Junes billsWe have also adjusted the early termination fee that was charged on the final bill for $ Thus this leaves a final balance of $that is due on the accountThis amount is the prorated amount left from the services providedCenturylink regrets any inconvenience Mr [redacted] has experiencedSincerely, [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 complaint the customer was advised that the payment rejection information was provided to CenturyLink from the customers own personal bank CenturyLink already issued and adjustment meeting the customer half way and considers 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] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

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, I verified the modem sent out to Mr [redacted] was leased billedThe modem lease charges are valid and have been sustainedThe payment of $referenced in this complaint is for a final billing for a different account in Mr [redacted] ’s nameI made contact with Mr [redacted] to advise the sameMr [redacted] is in agreement with the explanation provided [redacted] CenturyLink Customer Advocacy Group