CenturyLink

Complaint: [redacted] I am rejecting this response because: they did not resolve anything or refund me for their errors Sincerely, [redacted] ***

Please be advised that CenturyLink has completed a review of the complaint filed by [redacted] ***Mr [redacted] states that he attempted to transfer service from [redacted] to [redacted] when he movedHe says he used their online tool to "transfer service" and everything that could go wrong hasInstead of a transfer, they closed the account and charged us a $cancelation feeHe indicates that the fee was credited on March 8th on his third attempt to get it resolvedHe says in the same chat message he was told the modem that the technician reused from [redacted] would be credited back to us; however, he received a past due bill for $for the modemHe says he called the number on the bill, the general customer service line and the dispute resolution line but nobody would help himCenturyLink regrets any inconvenience experienced in this matterCenturyLink received Mr***’s complaint initially in its Executive OfficesThe Utah account was reviewed and it was confirmed that the customer placed the order online and that it was billed for an early termination fee in March and an unreturned modem fee in AprilBoth of the charges were credited and the account has a zero balanceThe [redacted] called the customer and discussed his concerns regarding charges and customer serviceHe thanked the customer for the feedback and provided him his contact information for assistance in the futureHe also forwarded the customer’s feedback for review and appropriate handling Sincerely, MrChristensen

I have received a copy of the Revdex.com complaint filed by Ms [redacted] ***, regarding a billing disputeAfter investigation of Ms*** account it has been found that the offer that is found on our website is for new customers which select our prepaid account typeThe offer states that prepaid is required on the add and a link to the "offer details' Which clearly outlines the requirements for the pricing which is advertised on our websiteOur investigation deems that Ms [redacted] does not meet the requirements for the online rate as it is for new prepaid customers only and Ms [redacted] is a current subscriberThe current rate of $a month is the correct rate for the customers current services providedFor further questions please feel free to contact our team directly at [redacted] CenturyLink has closed this complaintSincerely, Mr [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 a technician replaced Mr [redacted] ’s modem to resolve the Prism issues in regards to this complaintI made contact Mr [redacted] to assure all concerns had been addressedIn further discussion, I agreed to a onetime credit of $for full month of serviceThe agreed credit is inconsideration to all the trouble Mr [redacted] has had with Prism Service’s [redacted] CenturyLink Customer Advocacy Group

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer has already received adjustments on May 19th, and several more on June 22nd, that has already addressed all the concerns and necessary adjustments mentioned in this complaint CenturyLink acknowledges the complainants concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted] ***

2/19/Centurylink hads reviewed the customers account regarding the discount they did not receive on their January billing statementDue to a billing system problem the discounts were not included with the customers billingThe customers February billing reflected the discount credits for January chargesThe February billing included the discounts for FebruaryCenturylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager

CenturyLink appreciates Mr [redacted] giving us an opportunity to review his account Our records indicate there have been two calls to repair, November and November 25, A Broadband Escalation Representative attempted to contact customer Voice message was December 7, To date, he has not received a return call If Mr [redacted] is still having service issues, he is encouraged to contact repair to report the issue CenturyLink regret any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because: The only way I get internet is if I happen to call when there is availability? There's not even a waiting list? Plus, if you aren't at capacity, and you're the only provider to Eugene, INCREASE CAPACITY 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] contacted CenturyLink on 04/10/and requested a new promotionThe promotion added was a one year contract and was listed on his statement each monthI was able to review the call from that date and verify that Mr [redacted] was not advised of the early termination fee associated with this promotionBased off of my findings, I have issued a disconnect order, waiving the termination fee, due on 01/31/per Mr***’s requestMr [redacted] is leasing a CenturyLink modem therefore, I have sent a prepaid UPS label to his addressHe will want to save the customer portion of the label with the tracking number for his recordsIt is important to return the modem within the first days after service disconnection, as we will be bill an unreturned modem fee of $on his final billing statementCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr*** [redacted] CenturyLink Customer Advocacy Group

I have reviewed the customer's reply regarding a disputed bill on a closed accountI was able to find the old account number it is [redacted] *** I show the customer called in on 8/4/to cancel his service which we did on 8/5/ [redacted] gave us the address of [redacted] ** [redacted] *** to send his final bill to which we did on 8/4/The balance on the account is from the 7/25/bill of $less the credits back for canceling on 8/5/-$37.33= balance owing of $that has never been paidBased on my findings these charges are correct and valid for services from 7/25/to 8/5/The customer can pay them via our Credit Department [redacted] We apologize for any frustration this issue has caused.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I have being with centurylink shorter than I had been with [redacted] **, I start services with [redacted] two years before when I start services with [redacted] I paid [redacted] all the deposits and fees there for I was paying in advance so I don't have to pay for last bill of [redacted] because I was paying in advance, Centurylink ask me to add [redacted] to their billing accountif Century link wasn't handle my account when I DISCONET services my will it be dollars for [redacted] and $80:centurylink and will be my last bill I regret to get involved with Century link the service was bad internet service very low in my area and bad customer servicevery disappointed

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 We apologize about the frustration encountered however we are not able to disconnect accounts through this avenueSpecific account disclosures will need to provided to you and can not be shared over a public websiteIf Ms [redacted] wishes to disconnect services this order must be placed by contacting our customer care groupSincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/11/03) */ 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 training Upon review, I have verified Mr***'s billing dispute was resolved on October 9, At that time, a duplicate billing account was found and all charges were adjusted to a zero balanceI apologize for any inconvenience CenturyLink may cause to Mr*** [redacted] CenturyLink Customer Advocacy Group Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 I have requested an additional Prism return kit sent to Ms*** While CenturyLink has yet to receive the equipment, an adjustment has been applied to the account, in an effort to satisfy A credit for $was issued on February 24, The account currently reflects a zero balance due CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

CenturyLink has reviewed our previous responses to Mr [redacted] ’s issue After careful consideration, we believe our original investigation and responses to be valid CenturyLink has closed this complaint [redacted] CenturyLink Customer Advocacy Group

I have provided Mr [redacted] my Direct contact information for any further concerns regarding this complaintI assure Mr [redacted] , the disputed billing is in the process of being resolvedI will follMr [redacted] once the account has been finalized and resolved [redacted] Customer Advocacy Group

04/19/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] ***h Below are our findings:Upon research of the CenturyLink account associated with the address on the Revdex.com complaint, I found that Mr [redacted] is not an authorized person on the accountPer CPNI verification process associated with access to private and confidential information to avoid fraud, CenturyLink cannot provide Mr [redacted] with account specific informationI can advise that CenturyLink has reviewed the complaint and advise the account holder contact CenturyLink customer service at ###-###-#### about the complaint.I apologize for any inconvenience this may have causedCenturyLink has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response / [redacted] (1000, 4, 2015/08/19) */ Upon review, I have obtained the email with the chat session Mrs [redacted] references' in the complaintI did review the chat document and do see where our agents agreed to adjust the nonrecurring changes as well a onetime $creditI have credited back $162.67; credit includes a $courtesy adjustment, I apologize for the inconvenience CenturyLink may have caused to Mrs***I will provide feedback to agent's supervisor to assure a coaching opportunity and appreciate Mrs***'s feedaback [redacted] CenturyLink [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Centurylink honored what the agent offered and account did receive a credit

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 received the credits as Mr [redacted] has promised on my current statement, but I will allow time for this to show in my next statementI will advise if this credit does not appear on my next statement Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/12/28) */ I have received and reviewed the Revdex.com complaint from [redacted] regarding a missing $credit to offset install of speed upgradeI have reviewed the account notes and customer provided details about their upgrade experience I have gone ahead and credited $to the account so the customer can short pay that amount on the current billCenturyLink would like to apologize for the time and frustration the customer experienced due to this issue Sincerely, Mr [redacted] Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) A $credit is satisfactoryI have been offered a $credit towards my bill in two separate instances in the last two monthsI talked to escalation deptand they told me that is why both of my orders got stuckOne order was 11/28/and the other order was 12/17/(didn't get installed until 12/19/15)I believe retention to be offering these credits when they should not be in order to retain customersI strongly suggest speaking/holding training with the retention team to communicate they cannot offer $credits so this does not happen in the futureI appreciate CenturyLink honoring the credit as promisedThank you!