CenturyLink

I have received a copy of the Revdex.com complaint filed by [redacted] , regarding a billing disputeAfter investigation of Ms [redacted] 's account it has been found that this issue has been resolved and a check was issued and sent to the customers addressCenturylink apologizes for the frustration encounteredFor further assistance please contact our team directly at [redacted] 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 training.Upon review, A supervisor has contacted Ms [redacted] and has issued a credit for the difference between the promotion she’s been moved to and her remaining year on her previous promotionCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms [redacted] .AmberCenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: The customer was been given adjustments on March 13th, totaling $already, offered and accepted upon notification of the issue by the customer Since the error has been corrected and the correct pricing is now in place for a full months going forward, no other adjustments are warrantedAgents do make mistakes and it is up to the customer to let us know in a timely manner when they don’t think that the bill is correct so that it can be addressedCenturylink would have no way to know that the discount was not applied or fell out on the order unless the customer called to notify us which they did, almost months into the servicesCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted] ***

04/15/CenturyLink 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 CenturyLink had sent a leased modem router to Mr [redacted] on 04/01/I found no record, order or bill statement of Mr [redacted] purchasing a modem router from CenturyLinkI had support research usage and found the first call about issues was on 03/18/The usage before 03/18/was nothing excessive or out of the ordinary for a high speed connectionOn 03/18/2016, the service was down and a technician was dispatched and a replacement leased modem router was delivered on 03/24/Since the replacement the service is stable and trained for the speed subscribed toI have issued credit for out of service from 03/18/to 03/24/in the amount of $($/ days in a bill cycle = $a day for service x days (03/18/to 03/24/2016) = $for out of service credit + taxes $= $12.76)As Mr [redacted] has received a replacement leased modem router and credit for out of service from the date CenturyLink was notified of the issue to the date the replacement leased modem router was delivered, CenturyLink has closed this complaint and apologize for any inconvenience this may have causedSincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the complaint from [redacted] regarding ongoing service issues due to old lines servicing her addressI have requested our Internet Escalations Team check our facilities, get an update on replacement lines and contact her with a resolutionI have also given the customer $ credit on her account due to the ongoing issuesWe certainly understand her frustration and will do what we can to help.Sincerely, [redacted]

I have reviewed the customer's reply regarding their remaining charges The charges on [redacted] are $December bill & $from the January bill $total On account [redacted] *** Feb bill we had the previous balance of $less a payment 1/29/of $172.02, adjustment of - $ + new charges of $creating the balance of $I have requested printed copies of the past bills be sent to the customer for reviewSincerely,Mr[redacted]

CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her accounts, [redacted] and [redacted] *** I would like to apologize for the less than exemplary service that Ms [redacted] 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 Ms [redacted] telephone number, [redacted] , was migrated to a new provider on February 11, Per the notation, she requested the disconnection of her account on February 12, A disconnection order was issued with a March 6, due date The order should have been issued with the due date that Ms [redacted] requested I apologize this was not done The March 7, Clsoing bill reflects a balance due of $ A credit for $was issued on March 12, The account currently reflects a zero-balance due CenturyLink regrets any inconvenience Ms [redacted] has experienced Margaret CenturyLink Customer Adv

07/05/CenturyLink 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 on 10/05/2015, Mr [redacted] had called about his billed monthly rate as his previous contractual promotional rate had expired on 08/12/Mr [redacted] was offered a new month contractual promotional rate with additional loyalty promotion also lasting monthsMr [redacted] accepted this offerCenturyLink adds reminder to every bill statement when in a contractual promotional discount, as shown from the 10/16/statement clip as the 05/16/statement clip (the last statement before the request to disconnect): ________________________________________________________________________________...⇄ Details of Your Internet Charges Internet Service Period: Oct - Nov You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 10-05-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill____________________________________________________________________________...⇄ High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month of -_______________________________________________________________________________...⇄ of Your Internet Charges Internet Service Period: May - Jun You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 10-05-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill____________________________________________________________________________...⇄ High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month of -_______________________________________________________________________________...⇄ As Mr [redacted] was made aware of the month contractual promotional discount verbally and on bill statements, CenturyLink has sustained the early termination fee as valid and finds no credit adjustment warrantedCenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because:I DID NOT GET THE SERVICE THEY PROMISEI DON'T HAVE WHAT I NEED FAST INTERNET IF YOU HAVE ALL MY CONVERSATIONS RECORDER WITH YOUR CUSTOMER SERVICE CAN CLEARLY SEE THEY GAVE DIFFERENT ANSWERI MUST CANCEL THIS SERVICE WITHOUT THE FEE CANCELLATION Sincerely, [redacted]

CenturyLink has reviewed our previous responses to MsHawkin's issue Ms [redacted] did not provide any new information regarding her complaint After careful consideration, we find our original investigation and response to be valid CenturyLink has closed this complaintFor Further assistance please contac tour technical support at ###-###-####Sincerely, [redacted]

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 However, I will note that both complaints were made on the same day, within several minutes of each other Sincerely, [redacted]

I have reviewed the complaint from [redacted] regarding a disputed early termination fee on her closed accountI reviewed the account history showing [redacted] was receiving a $per month discount by agreeing to a service agreementWe reminded [redacted] every month on her bill that the service agreement was set to expire on 02/03/ On 08/18/ [redacted] called to cancel her service stating she was moving and didn't want to transfer her service [redacted] was advised that she would be charged a $early termination fee when she canceled the serviceSince [redacted] had months left on her agreement and moved to a location that already had service as a courtesy I have credited $of the $feeI believe this is a very fair resolution based on the circumstances the remaining balance will need to be paidCenturyLink apologizes for the frustration this dispute has causedSincerely,Mr.T [redacted]

CenturyLink appreciates [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 [redacted] ***’s account ported out from CenturyLink on 09-11-We apologize that the agent advised her, in error, to contact us on the 11th to disconnect her account We needed to ensure the port went through before we could place the orderI have placed the order to disconnect [redacted] ***’s services on 09-12-and have backdated the order to 09-11-per the port out dateCenturylink apologizes for any inconvenience or frustration this issue may have caused [redacted] ***.***CenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Regardless of what was initially discussed as mentioned in the reply, only that which is valid and offered at the time the services are set up can be honored Even if misquoted at the time of initialization it is the customer’s responsibility to let us know in the first thirty days so they can cancel and not be obligated to keep the services Centurylink apologizes for information that may have lead the customer to think otherwise but this cannot be changed to reflect misquoted amounts or a misunderstanding regarding the expected monthly reoccurring charges Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

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 Sincerely, [redacted] [redacted] is a fabulous resolver of issues and together we resolved the issues I had with Century Link [redacted] was able to keep me as a customer as well as repair the damage that was done to me by other representativesThanks [redacted] and thank you Century Link for having [redacted] as an employee [redacted] 05/18/

05/31/CenturyLink has reviewed our previous responses to Mr [redacted] issueAfter careful consideration, we find our original investigation and response to be valid As service for no contractual promotional discounts is billed at standard rate and Mr [redacted] had requested a reduction in pricing and accepted the month contractual promotional discount and was reminded on every bill statement, Service Period: Oct - Nov You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 10-07-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill CenturyLink finds the early termination fee to be sustained as valid with no credit adjustment being warrantedCenturyLink has closed this complaint Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because: century link failed to notify me by mail there was any equipment needing to be returned I spoke to them several times by phone and it was never mentioned to return it when I closed my account order when I reopened after I moved they never informed me yet months later they put it on my credit report? That's bad business It was only when t h e technician came that I brought it up I refuse to pay for something that has been returned I'm more than happy moving my business elsewhere Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/09/23) */ I have received and reviewed the Revdex.com complaint from [redacted] regarding the poor experience from our call center and door to door sales consultantsCenturyLink would like to apologize to [redacted] for unprofessional service from our outside sales consultants I have sent feedback to the Area Sales Manager with the detailsCenturyLink also appreciates [redacted] taking the time to let us know about her experience trying to get a quote over the phone for new service that is not ok and a training issue to be addressedWe would appreciate [redacted] give us another chance to earn her business by contacting our Customer Contact Center XXXXXXXXXXX or via our live chat help option on our website www.centurylink.com Sincerely, Mr [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I have received a copy of the Revdex.com complaint filed by Ms [redacted] R [redacted] , regarding her billing dispute I have reviewed her account and found the following: After review of the account, the January included month of of the $Loyal Customer CreditThe February and March bill statement reflected a $increase due to the expiration of this creditThe billing is accurateOn February 20, duplicate bills were mailed to Ms [redacted] at no chargeMs [redacted] has indicated she would like to disconnect service I will issue a service order for March 30, CenturyLink apologizes for any frustration regarding her serviceSincerely, Ms [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Mr***’s account, [redacted] *** A Broadband Escalation Representative checked Mr***’s Internet service Mr [redacted] is currently trained at full speed The signal to noise level is very good and the line is stable with no errors There has been a constant connection for the past seven days Mr [redacted] is using an unsupported modem and router combination, so he was not able to determine how many devices are connectedThe number of devices and/or the router/modem could contribute to a speed issue Below is Mr***’s repair history: 8/25/10:pm – customer will not verify the account 8/27/11:am – customer unwilling to troubleshoot 8/31/7:pm – outage, customer notified, requested supervisor 8/31/7:pm – upset he is in an outage 9/10/7:pm – requested information regarding new modem and how to set up, customer hung up and no answer when representative called him back 9/10/8:pm – needs user name and password, 3rd party router, provide credentials, trained and authenticated, issue resolved [redacted]