CenturyLink

Complaint: [redacted] I am rejecting this response because: Issue is still not resolved The name of the account is [redacted] , and I am authorized on the accountPlease advise where to send military orders Thank you, Sincerely, [redacted]

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, Mr [redacted] ’s trouble with service was verified on January 26, At that time, service was removed at Mr [redacted] ’s requestEarly Termination Fee in dispute was waived and billing for service credited backI apologize for any inconvenience CenturyLink may have cause Mr [redacted] [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: The customer’s location has two different options for service at this locationThe customer was offered another option for the 20M service and decided not to take advantage of that option Jack installs are needed to facilitate both service and fall under the heading of time and materials charges and are not covered by the day trial mentioned in this complaint That said CenturyLink has zeroed out the final bill in the amount of $which negates the early termination penalty and some 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

Initial Business Response / [redacted] (1000, 4, 2015/06/29) */ CenturyLink has received a copy of Revdex.com Case# XXXXXXXX, created by [redacted] *** CenturyLink appreciates Mr [redacted] for giving us the opportunity to review our handling of his account Mr [redacted] was in a month promotional offer which included monthly discounts in exchange for keeping CenturyLink service for months Mr [redacted] had services installed on 6/8/and disconnected services on 5/27/2015; this caused an ETF to be billed in the amount of $ Since Mr [redacted] was so close to having had the service for the entire months, I have overridden the fee and credited $to his CenturyLink account CenturyLink apologizes for any inconvenience Sincerely, [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I have received a copy of the Revdex.com complaint filed by Mr [redacted] , regarding a billing dispute Unfortunately, Mr [redacted] did not provide his CenturyLink account numberWe were unable to locate an account with the information that was provided on this complaint In order to investigate his complaint, I will need the CenturyLink account numberOnce I have the necessary information I will be able to investigate his concerns Mr [redacted] can also contact our collection team directly at 1-888-646-where he can receive immediate assistance CenturyLink apologizes for any frustration.Sincerely, MrC [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 will need more information supporting Ms [redacted] ’s claimsI have left a couple voice messages for Ms [redacted] without any responsePlease have Ms [redacted] contact me direct for further review of this complaintMy contact information was provided to Ms [redacted] through form of voice message on two occasionsJJ CenturyLink 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 trainingAfter reviewing all concerns with Mr [redacted] , I verified the billing was correct after a new promotional discount was addedI agreed to credit Mr [redacted] $as a onetime courtesy credit for the late payments and past billing disputesMr [redacted] will review all past television billing concerns with DirecTVMr [redacted] is satisfied with the resolution for all concern on the CenturyLink servicing sideCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr [redacted] JJ CenturyLink Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Mr [redacted] , regarding a service dispute We have escalated Mr [redacted] 's issue over to a repair specialist who will make contact with Mr [redacted] and further assist in resolving the issues with the service the customer is havingCenturylink apologizes about the frustration encounteredSincerely, Mr [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/09/14) */ 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, Ms [redacted] opened a fraud ticket on May 28, 2015, documents supporting Ms [redacted] claims were requested at that timeMs [redacted] has not provided any of the required documents requestedMs [redacted] will need to contact CenturyLink fraud group @ X-XXX-XXX-XXXX for further handling of her dispute [redacted] CenturyLink Customer Advocacy Group Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed [redacted] reply regarding his monthly rateOnce promotion discount codes are expired it is no longer possible to add them to our customer's accounts our billing system will reject themCenturylink is moving away from monthly discounts that required a term commitment subject to an early termination feeAll of our new promotions are a set monthly price determined by location and internet speeds available We apologize for any frustration and time [redacted] has spent on this dispute we are happy to further assist as needed Sincerely,Mr.T [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 original account number for the account was [redacted] *** which was the account that included phone and internet servicesThe billing cycle for the services was from the 16th to the 15th of the following monthThe last statement was dated Nov 16, for the amount of $During this billing cycle Mr [redacted] ported the telephone number out to a different providerThis changed the account number to [redacted] *** for the internet that was still on the account after the phone service was removedThe bill dated Dec under account [redacted] shows the previous balance of $which was billed on Nov 16, it also shows a credit for -$for the prorated charges from when the services were removedThe balance on the account is $this is for services between Nov through December 6th For further questions feel free to contact our team at 1-800-244-CenturyLink has closed this complaintSincerely, MrC [redacted]

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] ***’s billing cocnerns was resolved on September 12, At that time, an adjustment was issued to the account to cover all final chargesIn regards to Mr [redacted] ***’s fraudulent account setup concerns, No social security number was set up for a duplicate accountThe account in concern was never sent to any outside Collections CompanyI have left Mr [redacted] a voice mail with my direct contact information for any further questions or concernsI apologize for any inconvenience CenturyLink may have cause Mr [redacted] *** [redacted] CenturyLink Customer Advocacy Group

01/29/2016CenturyLink has reviewed our previous responses to [redacted] issueAfter careful consideration, we find our original investigation and response to be the most up to date information availableCenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Centurylink appreciates [redacted] giving us the opportunity to review our handling of her accountI would like to apologize for the less than exemplary service that MsHarvey recently received from Centurylink representativesHer 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 the early termination fee was removed and credited in fullThe account at this time shows that there is a credit balance of $which is the amount that will be sent to the customers addressOur records also indicate that the $was already adjusted and is included in the check that is being sent tot he customer Centurylink regrets any inconvenience [redacted] has experienced Sincerely, [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: CenturyLink has requested a review of the call for order number [redacted] that was placed by one of CenturyLink partner call center groups This can take to days and the customer will be contacted directly when the findings are determined as what specifically was disclosed on this call for the new service order As for [redacted] , the customer signs a document agreeing to the year contract at the time the service is installed Adjustments have already been given on the account to offset the first month the customer, due to issue in the beyond the point of demarcation (the network interface on the side of the house) that provides the broadband feed are operating at an actual 159% provisioned download speed and 99% of the upload with an very stable connection The Revdex.com will also be given a copy of the findings in regards to what was disclosed on the call and the remedy that can be provided once this call review is completed CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted]

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] 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] disconnected her account on August 21, CenturyLink records do not indicate Ms [redacted] returned her leased modem Thus, she was correctly billed the purchase price of the equipment on October 23, While our records do not indicate the equipment has been returned, a credit for $was issued on February 26, 2018, in an effort to satisfy Margaret CenturyLink Customer Advocacy

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 was put in the price for life on April 6th, This is the lowest price that the customer qualifies forThere are no term commitments or contracts with this pricing structure (which happens to be a little bit less than what the customer has been paying) and will not change unless the services are changedAs for combining the [redacted] products on a single bill, CenturyLink no longer offers this as an optionCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [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 trainingEvery monthly statement from the first to the last month of the promotional term indicates the month of the term, the months left and when that term expiresAdditionally, the monthly bill also indicates that when the promotional pricing ends the price will go to the regular or rack rate and what the pricing isThis is clearly stated on the bill each monthThe bill pull/print date for this customer was the 28th of each month and is due days from that time each monthThe payment that was pulled was approved through the customers autopayment plan almost two and a half weeks prior to the removal of this payment method and that is why even though the customer removed this payment method from the account that this last payment still withdrewAs for the pass-code or verification of the account through various means this is a requirement of CPNI (Customer Proprietary Network Information) that is mandated for protecting the customers personal information; there are no exceptions to this rule CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [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 trainingThe account had stacked promotions and different term and expiration dates, this was the reason for the increase in monthly charge; this is clearly indicated on each bill statementThe customer has already discontinued the service, the effective date was back dated which negated the regular rate on the final bill relative to this dateThere wasn’t and charge for an unreturned modem, it was received within the required thirty-day window after services were disconnectedThere was no issue regarding the billing as it billed correctly according to the multiple promotional credits applied relative to the 6, or month and their respective expiration datesNo further adjustments are warranted and will not be issued CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted]

CenturyLink appreciates the opportunity to review Mr***’s account, [redacted] *** Our records indicate Ms [redacted] ***, who is authorized on the account, spoke with a representative on July 28, Per the notations on the account, she requested the removal of the Home Phone The order to disconnect the Home Phone completed on July 30, 2015, keeping the Internet service There are no notations on the account that indicate Mr [redacted] requested the disconnection of the account until January 11, Monthly bills were mailed to Mr [redacted] and CenturyLink received a payment each month Mr [redacted] was not billed $each month, as indicated in his Revdex.com complaint He was receiving a $promotional discount for twelve-months This discount expired in July and his monthly cost then increased to $in August On January 11, the representative issued an order to disconnect the account In an effort to satisfy, a July 28, effective bill date was used The effective bill date credits previously billed service back to July 28, The January 28, Closing bill reflected a credit balance of $ CenturyLink respectfully denies Mr [redacted] request for further compensation [redacted] CenturyLink Customer Advocacy