CenturyLink

Complaint: [redacted] I am rejecting this response because:Please note the [redacted] billing posted 1/27/(transaction date 1/26/16, reference #***) is in the amount of $ The billing for previous months and subsequent months is in the amount of $ When asked about the difference, the phone attendant attributed it to a $service charge as described previously.Do you not believe the January billing is $higher then previous months and subsequent months? Since it is your billing, those records should be at your disposal.Could you please rationalize why the January billing is $higher? If you cannot rationalize it, can you please arrange for a refund of the difference? Sincerely, [redacted] ***

The only service I had with you was InternetI was told by the rep you mentioned that I had to get TV in order to bring down the rate that I was promised so the suggestion that the bill was high for other reasons is falseI have attempted to contact centurylink on numerous basis regarding my bill but your customer service is awful, spending 2+ hours on the phone with people to be disconnectedHence why I finally filed a complaint again because you guys failed to hold up your end of the dealI shouldn't have to call in constantly because you guys don't bill correctly Complaint: [redacted] a I am rejecting this response because: Sincerely, [redacted]

CenturyLink appreciates Mrs [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 Mrs [redacted] ’s concerns were addressed on March 28, At that time, Mrs [redacted] was given adjustments for difference billed in disputeThe current balance of $is due April 5, CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mrs [redacted] CenturyLink Customer Advocacy Group

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’s bill is correct and all applicable adjustments have been issuedThe account must have DirecTV XTRA, Ultimate or Premier to qualify for the bundled discountI’m not sure what the customer is referring to when talking about the technicians as CenturyLink does not do DirecTV installationsAdditionally, when the installation is done, the terms and conditions for the DirecTV product are provided to the customer and the customer must sign at the time of the installationAll pricing for programming charges from DirecTV must be handled with DirecTVCenturyLink does not have access to change or to adjust DirecTV chargesIt’s important when contacting DirecTV that you indicate you are disputing programming or specific charges, not that you have a billing issueThe billing is a result of charges that are invoiced directly from the TV service provider; charges or credits must come from them to CenturyLink via the invoice processChoice, Entertainment and Select (which is what the customer has) do not qualify for the bundle discountAs for the internet service, looking at the specifications, the service to the network interface is seeing at roughly percent of the purchased amount for the download and percent of the upload on a very stable lineIf the customer is testing speeds on a connection, these are not guaranteed as there are too many physical barriers (or distance from the modem) that may impede or diminish signalAny speed checks on the internet connection need to be performed from a device connected directly to the modemIf the customer as indicated in the complaint is using their own equipment, this may be the issue depending on the limitations of the modemIf the customer is sure that the modem is one that is compatible with the speed the customer has they can contact me directly at Steve.S [redacted] @CenturyLink.com for additional assistance getting the internet issues addressed CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [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 Our records indicate Ms [redacted] ’s Prism service was disconnected on May 27, The August 7, bill reflects credit for previously billed Prism service from May to August 1, I have attached the August 7th bill for Ms [redacted] ’s review In addition, I have mailed copies of Ms [redacted] ’s monthly bills from February to August for her review CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

CenturyLink has reviewed our previous response to Ms [redacted] Ms [redacted] did not provide any new information regarding her complaint After careful consideration, we believe our original investigation and response to be valid Any new information regarding her complaint should be addressed to CenturyLink representative who investigate the Attorney General of [redacted] (# [redacted] ) complaint [redacted] ***

10/06/CenturyLink has reviewed our previous responses to Mrs***’s issueAfter careful consideration, we find our original investigation and response to be valid While it is unfortunate that the [redacted] charges billed separate for a time, the charges are still valid and due to CenturyLink for payment of the 03/22/to 04/21/ [redacted] bill statement that was paid for by CenturyLink to [redacted] on behalf of Mrand Mrs***CenturyLink has closed this complaint Sincerely, [redacted] ***

I have received a copy of the Revdex.com complaint filed by Ms [redacted] CenturyLink regrets any frustration experienced by Ms [redacted] regarding her billing disputeThe first bill includes charges for the first full month of service billed in advance, prorated charges for basic service from the date of installation to bill date, and one-time charges for service activation or equipment purchasesThe first bill is higher than the average monthly billIn reviewing Ms [redacted] ’s bill statement, the quote was accurate and did not include taxes fees or surchargesThe bill reflects the following: You are receiving a reduced monthly rate for your High-Speed Internet service because ofyour month term commitmentWhen your current agreement expires on 01-25-2017your monthly rate will change to the standard rateNote: This discount may vary dependingon the presence of AutoPay and Paperless Bill.Internet Monthly ChargesInternet 74.00High-Speed Internet with AutoPay & Paperless BillTerm Commitment Month of - 44.05Internet Monthly Charges Total $29.95In review of the account Ms [redacted] did not establish AutoPay and Paperless BillThe discount without AutoPay and Paperless bill is $a month, is reflected on the March 28, billAs a matter of customer satisfaction I will adjust the One Time Charge for Internet of $If Ms [redacted] would like to make changes she can contact CenturyLink at [redacted] CenturyLink apologizes for any confusionSincerely, [redacted] CenturyLink Customer Advocacy

Our records reflect Ms [redacted] upgraded her Internet speed from Mbps to Mbps on June 4, A repair ticket was opened on June 6, Per the notations on the repair ticket, the technician repaired the cable If Ms [redacted] is still experiencing problems with her service, she needs to contact repair and have a ticket opened As previously stated, when Ms [redacted] upgraded her speed her Home Phone II package increased $per monthThe package was billing at $and it increased to $per month I apologize for any miscommunication that occurred As reflected on the monthly statements, Ms [redacted] was receiving $per month in Loyalty Discounts A $Loyalty Discount expired on September 28, Thus, the October 13, bill reflected a $increase, as the account only received a $Loyalty Discount Ms [redacted] is currently billing correctly for the products and service on her account Due to any miscommunication that might have occurred, CenturyLink will allow Ms [redacted] to disconnect her account without penalty, if she decides to find a new provider Ms [redacted] would need to contact the business office to have an order issued This offer is valid until December 5, I will continue to monitor the account and adjust any Early Termination Fees, if applicable [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his 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 CenturyLink received a request on February 3, to migrate his service to a new provider This order completed on February 8, and the CenturyLink account was closed A February 8, Closing bill and a February 25, Revised Closing bills were issued Since the account was on paperless billing, Mr [redacted] should have received an email notifying him that a bill has been issued Mr [redacted] ’s account was on Auto-Pay On February 26, CenturyLink received a chargeback from the bank for two $payments and a payment for $ Thus, the disputed payments were debited back to the account This change was reflected on the February 25, Revised Closing bill Thus, bringing balance due on the account to $ On March 13, 2017, payments for $and $were added back to the accountLeaving the current balance due of $407.13($- $183.63-$85.69) Copies of the bills have been attached and mailed to Mr [redacted] for his review Our records reflect one customer contact on May 9, No other notations are reflected on the account regarding this issue 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 Thank you for your assistance in resolving this Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the last response does not make any senseI was contracted into a month agreement and have received papers from them as confirmationIn my last rebuttal I said that I was in a month agreement and that I want the discounts to reflect expiration dates appropriate to the length of my month contractCenturyLink's response was that I was "correct in stating I have a month agreement..."I am unsure if she is trying to say they have changed me into a month contract, or if she had a typo and meant to say that I was correct in stating I am in a month agreementI need this clarified Their response does not make sense and appears to end in an ultimatum of termination rather than fixing the discount expiration datesWhile I appreciate the offer to waive my termination fee I'd rather the business actually honor their wordI have already paid $for a modem/router from CenturyLink and would prefer my money, time and energy in getting this resolved not be for naught.As to the extra fees, her response is unhelpfulI have talked to CenturyLink numerous times in the past and they never suggested all of these extra feesThat said, I don't feel like those fees are worth continued arguingI would just like to see CenturyLink honor their continued promises of high speed internet for $for monthsI cannot believe this is such a challenging processI honestly thought the partnership/bundle package of [redacted] wireless, [redacted] and CenturyLink could be a great thingAt least out of of those businesses have honored their contracts so far Sincerely, [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The first attempt to contact to disconnect services was made on March, 23rd, 2016; this according to notations on the accountThe next attempt and the date on which the order was issued was on April 4th, and this order was back dated for billing purposes, effective the 1st of April, and completed on the 7th of April The week between the initial date of March 23rd, and the date the effective billing date was set for has already been adjusted on April 1st when the order to cancel service was initiatedCenturyLink does not issue adjustments for time due to whatever scheduling conflicts or issues the customer may have had trying to get the order disconnected and therefore will not be issues any other adjustment on this accountCenturyLink 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 [redacted] giving us the opportunity to review our handling of his account, [redacted] *** I would like to apologize for the less than exemplary service that [redacted] 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 Due to system error, [redacted] was incorrectly billed an Early Termination Fee and his monthly discount was removed The February 14, reflects change A credit for $was applied to the account due to the system error The credit is reflected on the March 14, bill A request for a refund check was processed on May 2, Refund check [redacted] for $was processed and mailed to [redacted] As of the date of this response, the check has not been cashed yetCenturyLink regards any inconvenience [redacted] has experienced and I apologize for the delay [redacted] CenturyLink Customer Advocacy

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint rejectionCenturyLink considers the customer offer as reasonable given the current pricing on the services in questionPrior to this reply, the customer also sent the same complaint to the FCC and the state attorney general’s officeThe customer already received a response to the FCC complaint of which the following resolution was provided: “CenturyLink has completed a review of the complaint filed by [redacted] Mr [redacted] claims he was not aware that he was under contract, and that the salesperson informed him he was opening a service without a contractHe says he called to cancel and was told that he had a year-long TV and internet contract and it would cost $to terminate, so he worked with a representative to lower his monthly rate to finish out the year-long contractHe says he called CenturyLink to cancel his service effective January 4th, but was told that he is in month of and that he cannot cancel without paying $He expects CenturyLink to release him from the contract with no cost to himHe also expects to be compensated for the many hours spent on the phone and computer trying to resolve this issueCenturyLink pulled the January sales call and determined that Mr [redacted] was advised of the contract and the early termination fee for cancelling before the end of the commitmentIn addition, his bill showed the expiration date each month: You are receiving a reduced monthly rate for your High-Speed Internet service because of your 12-month term commitmentWhen your current agreement expires on 01-12-your monthly rate will change to the standard ratePrism TV service was disconnected on July 3, with no early termination chargeThe internet appeared to be placed on a new contract when he moved; however, the contract expiration date was January 12, 2018, the original expiration dateRecords indicate that the account has been disconnected as of January 12, Since the original contract was completed, no early termination fee was billed Mr [redacted] ’s request for additional compensation is denied.” Further review of the account regarding the complaint submitted to the Revdex.com confirms the afore mentioned reply to be accurate and correct CenturyLink provides that this is sufficient to close this complaint as resolved CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

Complaint: [redacted] My account # is [redacted] , I think the main problem is that I never received the updated modem that I was told they would send that could handle these speeds Sincerely, [redacted]

I made contact with Mr [redacted] to assure his feedback is documented and forwarded to the group in concernI advised Mr***, the final account is at zero**, 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 training.Upon review, I verified our technician recently went to Mr [redacted] ’s location and found an issue with the fiber lineWe repaired the line and technical support states Mr [redacted] ’s internet service is now working properlyMr [redacted] subscribed to megs at his previous location and currently subscribed to megs at his new location.Mr [redacted] has received previous credits for the service outageI have also issued a$credit to his accountCenturyLink apologizes for any inconvenience or frustration the install and service outage issues may have caused Mr [redacted] .AmberCenturyLink Customer Advocacy Group

CASE ID: [redacted] 10/26/CenturyLink has received a copy of the Revdex.com complaint for [redacted] ***Below are our findings: Our records indicate Ms***’s services were requested on 05/25/and became effective on 06/02/An order to cancel the services was processed on 06/15/The charges associated with service, including the fees for the equipment which was issued upon installation were billed to Ms***’s account in the amount of $I was able to confirm the equipment was returned to CenturyLink on 07/01/after the services were cancelled, which as Ms [redacted] advised was during the day guarantee time frame Based on my findings, I have issued full credit of $to the account, which currently reflects a zero balance We appreciate the opportunity to address Ms***’s issues and apologize for any inconvenience she may have experienced regarding this matter Sincerely, Mrs [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: The customer actually didn’t disconnect the service the customer ported the service(s) to another carrier The instructions received from that carrier did not indicate a port and complete disconnection of services only a port of the voice line When this happens it is assumed that the remaining services are to stay on the account, a new account number is created and the services remaining continue to bill under the new telephone (Data only line) number CenturyLink has issued a disconnect order which is [redacted] and made the effective bill date the 21st of June, This should negate any and all charges applicable after the June 21st date When the customer gets the final bill for this account if there is anything owing please have the customer contact the manager chandelling the complaint directly for assistance at [redacted] 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