CenturyLink

11/04/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 the following bills and account activity: 05/28/Bill statement - New Charges $= $06/28/Bill statement - Previous Balance $+ New Charges $= $110.2107/28/Bill statement - Previous Balance $- Payment 07/15/$+ New Charges $= $118.9208/28/Bill statement - Previous Balance $+ New Charges $= $178.6309/12/Suspend Order [redacted] generated for Non-Payment09/15/Restoral Order [redacted] generated due to partial payment made on 09/15/201609/17/Restoral Order completed 09/28/Bill statement - Previous Balance $- Payment 09/15/$+ New Charges $= $147.4910/07/Courtesy credit issued for restoral fee totaling $28.0710/28/Bill statement - Previous Balance $- Adjustment 10/07/$+ New Charges $= $CenturyLink found the order to suspend the service for non-payment was issued before the partial payment was madeRestoral order can take up to – hours to complete and was completed within the timeframeCenturyLink finds no additional credit warrantedAll charges must be paid each month by the printed due date to keep the account currentFailure to pay may result in suspension or possible disconnection for non- paymentCenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have received a copy of the Revdex.com complaint filed by Ms [redacted] , regarding a billing disputeAfter investigation of Ms [redacted] 's account it has been found that the payment that drafted from her account was for the upcoming bill that was due for the next monthThen the service was canceled and a refund was issued for the charges that were drafted from the customers accountOur records indicate that this issue has been resolveFor further questions or concerns please contact our team directly at 1-800-788-CenturyLink has closed this complaintSincerely, MrC [redacted]

12/14/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 that there have been trouble ticket dispatched that were deemed to be associated with the inside wire (CenturyLink is responsible for the lines/service from the CenturyLink exchange to the NID (network interface devise) and customers are responsible for the lines from the NID and all wires, devices and equipment with in the home): ------------------------------------------------Received: 2016-11-17:53:Closed: 2016-11-10:34:00Report Type: DSL NO SIGNALCleared: BAD MODUAL AT NID------------------------------------------------Received: 2016-11-21:32:00Closed: 2016-11-13:21:00Report Type: DSL INTERMITTENT SYNCCleared: REPLACED JACK------------------------------------------------Received: 2016-11-12:11:00Closed: 2016-11-12:34:00Report Type: DSL CHRONIC TROUBLECleared: DISCONNECTED ALARM SYSTEM AND ALL INSIDE WIRING NOT BEING USED------------------------------------------------ Michael with CenturyLink’s escalations repair had contacted Mrs [redacted] on 11/29/and was advised that the service was working CenturyLink does not guarantee the speeds and connection due to the possibility of so many out of our control possibilities of interferenceThis is the reason we do not charge for this portion of serviceWe do our best effort to support but again can’t guarantee itBandwidth is provided on a per-line (not a per-device) basisThe bandwidth available to each device connected to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factorsThe speed of the Service will vary based on network or Internet congestion, the computer configuration, the condition of lines and the wiring inside the residence, among other factorsMrs [redacted] was issued a courtesy credit on 11/12/in the amount of $however as the issue was found to be with the inside wiring, CenturyLink finds no additional credits are warrantedCenturyLink strives to provide quality products and services and appreciates the opportunity to address Mrs [redacted] ’s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationCenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I will need to review the terms of the offer in concern, Please provide a clear copy, both front and back of the mailer receivedPlease provide the requested document through the Revdex.com response process or FAX to [redacted] attention **Once the Documented has been received and reviewed, I will respond with the outcome to the investigation [redacted] CenturyLink Customer Advocacy Group

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 I have not checked my bill yet to see if I was actually issued any credits since September but I will check my next bill and look for an additional credit amount since we have been having issues since September A service tech came by our house this morning to make sure everything had been addressed and I told him it had been, except we still have static in our phone line when it rains but the the service has been much better just the past weeks Someone called mty house also last week to let us know that they had finished with our repairs They gave this message to my yr old and did NOT talk to an adult in the house After we went the entire Christmas weekend with NO phone service at all.Thanks Revdex.com for all your help I could not have gotten this far without you!!

I have received a copy of the Revdex.com complaint filed by Ms [redacted] ***, regarding a billing disputeAfter investigation of Ms, ***'s account it has been found that the customer never had Unlimited long-distance on her accountAfter careful consideration, we find our original investigation and response to be valid CenturyLink has closed this complaintSincerely, Mr [redacted]

Revdex.com:please make sure it did not go on my credit reportThank you 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]

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 verified Ms [redacted] account has been disconnected and back credited to March 14, The final billing can take up to one bill cycle to be settledI left Ms [redacted] a voice message with my contact information for any further questions or concerns in regards to this complaint [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] 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] ’s account was established on April 7, and disconnected on August 17, Ms [redacted] ’s Internet service was billing at $per month before taxes, fee, and surcharges From the notations on the account, Ms [redacted] was expecting an additional $off each month because of Auto-Pay However, the promotional discount on the account was not compatible with the Auto-Pay discount Ms [redacted] received credits on May ($10), August ($10.49) and August ($30.74) for the missing discount The August 18, bill reflected a balance due of $178.79, which included an Early Termination Charge In an effort to satisfy, an adjustment for the balance due has been applied A credit for $was issued on February 12, CenturyLink regrets any inconvenience Ms [redacted] has experienced Margaret CenturyLink Customer Advocacy

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 My account was closed by [redacted] of CenturyLink, [redacted] , with no early termination fee and refund of late fees Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The Centrylink associate left me voicemail for more information but was going to be out of the office until April 4, My concerns have not been addressed and no other person can help me Sincerely, [redacted] ***

After review it appears that their were some troubles with the connection and modem was delayed due to severe weather conditions which is out of Centurylinks control we apologize for that inconveniencePer the notes on the account the customer was given a large credit for time without service and as a save offer to remain our customerThe account was canceled on 01/05/and was informed that the save credit given would be reversed and customer would only receive credit for the actual days without serviceCenturylink apologizes about the frustration with connection and has attempted to make amends for the troubles that were encountered however this was declined by the customerCenturylink has closed this complaintSincerely, Mr [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 meI appreciate the effort to resolve the disparity in what I was quoted over the phone and what I was billedI also hope that CenturyLink will consider providing new customers with written information about the cost of their services before billing them so that they can avoid future issues like this one Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have been hearing for months now that it has been resolved yet every month I get a billI will not be satisfied until I actually receive a bill showing a balanceI was told that I had a balance on 6/1/yet I received a bill weeks after that date showing a balance of over $ Sincerely, [redacted]

To whom it may concern: I have received and reviewed the complaint and found the following: In July of 2015, the customers promotional pricing on the high speed internet was in it’s 12th month of and as such in proceeding month there would charges for the service at the regular rate due to the expiration of the previous promotionThis is evident in the price increase on the August billThe September charges include approximately week of service at the regular rate and the balance of the billing for the month and new promotion as well the addition of the TV servicesIf you take the customer’s bill less the taxes fees and surcharges (as well any late fees that were incurred as a result of any balances carried forward, you would be at the quoted priceTaxes fees and surcharges are not quoted or are but only estimated as they are different depending on the region the service is offeredThe early termination fee that appeared on the November bill has been adjusted off and appears on the December bill as and an adjustment in the amount of Jan and February are as they are supposed to be and would be less the respective late fees charged for carrying a balance forwardThere appears to have been some promotional pricing that changed due to a change in the offer in month of the original promotional price offering and an order to implement another additional credit that would last months from the loyalty departmentIt would appear the issues of the promotional changes and or efforts to assist the customer with the issues they thought were present due to the bill amounts varying (mostly due to either changes or late fees) that the promotional offering for the [redacted] card was rendered invalidIn lieu of the issue the customer has had, the Centurylink has issued a courtesy adjustment of $which should address both the promised adjustment and the [redacted] card offer not appliedThe reference number for this adjustment is 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 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, Ms [redacted] will need to provide proof for the modem returnAnytime a modem is returned to our stores, customers are provided a receiptAll disputed charges are valid and have been sustained [redacted] CenturyLink Customer Advocacy Group

CenturyLink has reviewed our previous responses to Ms [redacted] 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 complaintSincerely, MrC [redacted]

04/08/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 to be already resolvedOn 04/06/2016, Mr [redacted] called to CenturyLink customer service about his billing and was advised the promotion he is currently subscribed to requires paperless billing and CenturyLink’s autopay and his account was not on paperless billing due to the account number changing during the moveHe was advised to add autopay and the promotion would be added to the accountMr [redacted] enrolled in CenturyLink’s paperless billing and then called back to CenturyLink requesting credit for the current monthThe agent placed an adjustment of $on Mr***’s CenturyLink accountAs this issue had already been resolved, CenturyLink has closed this complaintSincerely, [redacted] 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 made contact with Mr [redacted] for further review of his complaintInconsideration to his ongoing billing dispute I agreed to a onetime credit of $Mr [redacted] understands the billing moving forward and is happy with the resolutionI apologize for any inconvenience CenturyLink may have cause MrHunter [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because: The sales associate promised me over and over, verbally, that there would be no additional fees or hidden charges and that I am able to continue services for a flat rate of per monthHe blatantly lied to me in order to get me off of the phone and into a two year commitmentHe flat out lied to meI demand only one of the following: a copy of the phone call that was recorded, a price adjustment to the monthly fee we agreed upon with a credit of the recent overage, or the opportunity to terminate my agreement without recourse or collection filedYour sales rep absolutely lied to me Sincerely, [redacted] ***