CenturyLink

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Due to the ongoing PUC complaint that is currently in negations, the reply will defer to that decision already in progressCenturyLink 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

I have reviewed the Revdex.com Complaint from [redacted] regarding a charge on a closed account for a modemI checked the closed account and show it has a zero balance we received payment on April 07,If the Customer needs additional assistance with this matter I am happy to help.Sincerely, [redacted]

I have reviewed the complaint from Jared regarding internet speed issuesI checked the customer's service showing the issues have been resolved they are training at 108% with a very stable connectionDue to the issues they were having I adjusted 1/a month charge the credit will show on their next statementWe apologize for the service issues and certainly understand their frustrationSincerely,Mr[redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a credit request for non working phone serviceI'm sorry to hear it took us so long to figure out why the phone service wasn't working that would be frustrating to say the leastI show we did credit the three months of service back on 6/21/we apologize for the time spent trying to get this issue resolved.Sincerely,Mr[redacted]

I have received a copy of the Revdex.com complaint filed by Ms [redacted] , regarding a service disputeAfter investigation of Ms [redacted] 's account it has been found that the bandwidth issues had previously been resolved in the area before this complaint was receivedWe escalated her issues to our technical support team which reached out and set up a dispatch for a technician to test the speeds on the NID at the customers locationOur notes show the technician tested mbs wireless through the routerCenturylink apologizes for the frustration encountered, and has placed a $credit on the account for the troubles encounteredFor further assistance or questions please reach out to our technical support specialist that left his contact information with youCenturylink has closed this complaintSincerely, MrC [redacted]

04/14/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings:Upon research of Ms***’s CenturyLink account, I found the new install order was created on 09/29/and completed on 10/02/with no deposit requirement and no payment for a deposit was madeAll deposits must be taken during the new service order or when adding a new product to an existing accountI found the first payment made was on 10/29/for the amount of $as payment in full for her first bill statement 10/07/2014:BILL DATE: OCT 07, [redacted] *** [redacted] *** NEW CHARGES $TOTAL AMOUNT DUE $DUE DATE FOR NEW CHARGES OCT 26, 2014PAYMENT OCT 29, $113.28CAs Ms [redacted] did not make a payment for any amount as a deposit, CenturyLink finds the balance due of $as valid for services provided and not yet paid for by Ms***CenturyLink has closed this complaint with no credit warranted.Sincerely, [redacted] ***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 meFirst, we appreciated Revdex.com a good arena as the voices for protecting customers and better businessesWe also acknowledged that CenturyLink has taken steps as below to have reversed and closed out the fraudulent billing to our property (as CenturyLink’s statement #1)As such, we would like to record an end to this complaint at Revdex.comSecond, however, we did not agree with the statement #from CenturyLink and hence do not believe CenturyLink took this issue seriously enough toward a service improvement for many current and potential future customers because all the of communications and fraudulent billings were from either CenturyLink’s several representatives or billing department, no third party personal ever involvedHence, CenturyLink held whole responsibility for this fraudulent billing issue Sincerely, [redacted] CenturyLink’s statement #1: “The customer may print this reply for his records regarding the bill and this statement as well previous statements that conclude the entire balance, all charges ever billed to this account, have indeed been reversed and there is no longer any activity or monies owed for this account.”CenturyLink’s statement #2: “ responsibility for the creation of this situation is was not that of CenturyLink but that of the individual who allegedly used the complainant’s personal information to acquire services ”

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(for the time being)Sincerely, [redacted]

I have reviewed the complaint from [redacted] regarding her billing being higher than expectedI reviewed the account showing the customer's bill increased due to not maintaining auto pay and paperless billing on the account which adds an additional discountI have credited the last three months of $difference the $credit will show up on the next statementIf the customer needs help with auto pay or paperless billing they can contact our Customer Care Department [redacted] or use our live help chat option on our website [redacted] We apologize for the frustration this issue has caused.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, I verified Mr [redacted] can now make payments through our online systemI reviewed all billing Mr [redacted] , agreed to remove modem leasing due to confusion on costI apologize for any inconvenience CenturyLink may have cause Mr [redacted] [redacted] CenturyLink Customer Advocacy Group

CenturyLink appreciates Mr [redacted] giving us the opportunity to review account, [redacted] *** I would like to apologize for the less than exemplary service that Mr [redacted] feels he recently received from CenturyLink representatives His 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 I have reviewed the account going back to January Mr [redacted] ’s account was on Auto Pay but it was removed on February 2, 2016, as the credit card was declined A letter was mailed to Mr [redacted] on February 3, informing him of the change Mr [redacted] ’s Internet service is billing at $per month before taxes, surcharges, and fees (i.emodem, [redacted] ) The account was receiving a promotional discount but it expired in February Mr [redacted] has accrued Late Payment Charges and Restoral charges on several occasions, which has increased his monthly cost Since January 2016, Mr [redacted] has had a past due balance on every bill except the January 2016, April 2016, and July bills In addition, the account was suspended for non-payment on June 29, 2016, August 30, 2016, October 31, and February 7, Mr [redacted] has been correctly billed Late Payment Charges and Restoral Charges According to our records, Mr [redacted] has called repair on one occasion (December 6, 2016) to report problem with his service According to the notations on the December ticket, the customer was given the correct credentials and customer was able to connect If Mr [redacted] is having problems with his Internet service, he is encouraged to contact repair to report the issue [redacted] CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by Ms [redacted] , regarding a billing disputeAfter investigation of Ms [redacted] account it has been found that the customer is currently being billed at $a month for the services before taxes and fees The promotion was added in the middle of a billing cycle so the changes didn't fully take affectWe found some billing discrepancies however those have already been credited by our customer careCenturylink apologizes about the frustration encountered and appreciate the opportunity to investigate the customers concernsSincerely, Mr [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: I have contacted Dr [redacted] and arranged to accommodate her wishes with no penalty or cost to for the unfortunate experience she has had in trying to utilize CenturyLink servicesCenturyLink 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

Complaint: [redacted] I am rejecting this response because: It doesn't tell me how they are willing to fix the problem Sincerely, [redacted] ***

12/28/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings: Upon research of Mr***’ CenturyLink account, I found the new install order was due for 11/18/On the day, the technician called CenturyLink order help desk stating the Mr [redacted] requested the order be disconnectedHowever, part of the order was already completed therefore the order was completed then a disconnection was placed for 11/22/(per programming)Once the orders were completed, billing would take up to 1-bill cycles to correctAs of 12/27/2016, the account had been adjusted to a zero balanceMr [redacted] will receive a revised final bill statement dated 01/25/with the zero balanceCenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr***’ issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationAs this issue has already been resolved, CenturyLink has closed this complaintSincerely, [redacted] ***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] Appreciate CenturyLink now willing to send reimbursement, however at this point will, for simplicity, continue to have the credit used with the next two billing cycles Sincerely, [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 customer of their own volition purchased a new modem outside the equipment offered from CenturyLinkThe customer should return the modem to the retail establishment where it was purchased as CenturyLink will not reimburse the complainant for this itemAs for the early termination fee, the customer was very close to fulfilling this obligation when terminating the service so Centurylink has issued an adjustment for this fee in the amount of $ CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

Complaint: [redacted] I am rejecting this response because: I am now fully aware of my speeds that are available for my area as of my last call to your customer relations teamI never called in to complain before because like any other person I am extremely busy working all hoursMy request is more of an adjustment for the misleading/communication that I received when I called about starting servicesI'm requesting a different rate $$ for my speeds a month going forwardPlease 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 Contingent if they remove termination fee, and not hold me liable for any charges after September Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 9, 2015/11/18) */ CenturyLink appreciates the opportunity to review Mr***'s account, XXXXXXXXXOur records indicate a credit for $was applied to the account on October 31, 2015, in an effort to satisfyThe credit is reflected on the November 12, billCenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) adjustment received