CenturyLink

04/04/2016CenturyLink 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 that Mr [redacted] did disconnect service within the day timeframe of the day satisfaction guaranteeMr [redacted] ’s service began on 01/21/As CenturyLink bills a month in advance and his bill date was 01/25/2016, he was charged $which included month in advance, prorated charges for days, activation fee, purchase of a modem/router, a technician install fee, taxes, fees and surchargesMr [redacted] paid the balance on 01/31/in fullOn 02/17/2016, Mr [redacted] requested to have the service disconnected within the satisfaction guarantee promotionAn order was placed and completed on 02/18/The agent he was speaking with advised the order will credit back for service not used to the disconnect date and manual credit would be issued after taking 1-bill statements.The order reversed a portion of the charges, as expected, in the amount of $A check began to process for this amount to Mr [redacted] on 03/14/On 03/17/2016, CenturyLink received notification that Mr [redacted] disputed the balance with his bank and CenturyLink processed a chargeback of $back to his bank on 03/18/The chargeback caused the account to have a balance due as CenturyLink had already began to process a refund check for for the $CenturyLink had canceled the refund process due to the chargbackLater on 03/18/2016, the chargeback was reversed back to CenturyLink resulting in a credit balance of $remaining on Mr [redacted] ’s CenturyLink account.I have adjusted Mr [redacted] ’s CenturyLink account the difference of the amount of the credit already on the account of $and the amount paid by Mr [redacted] in the amount $totaling an additional credit of $30.46, which will be refunded in check form within the next to business days in full for $As a request for the full refund check in the amount of $has been sent and the refund check will be issued with the next to business days, CenturyLink has closed this complaintPlease allow the current process to complete to avoid any further complications.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because: One time credits do not make up for the fact that I was lied to in order to sign up for this service The rate I was given and the terms relayed have not been implemented despite your acknowledging your error I am asking for what was promised when I agreed to service Sincerely, [redacted] ***

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] 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 Our records indicate Mr [redacted] spoke with a representative on December 4, and requested the disconnection of the account Per the notation, he was transferred to retention However, it does not appear that Mr [redacted] spoke with a retention representative Thus, no order was issued The notations on the account do not reflect any other requests to have the account disconnected An order was issued on March 2, to disconnect the account A December 4, effective bill date was used, in an effort to satisfy The effective bill date will adjust any previously billed charges back to December 4, A Closing bill will be generated and sent to Mr [redacted] CenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates the opportunity to review Mr***’s account, ###-###-#### *** Our records indicate the account was disconnected on September 18, A return label packet was shipped to Mr [redacted] on September 19, Customers have thirty days to return the equipment or they will be billed the purchase price of the equipment Our records do not indicate Mr [redacted] returned the modem Thus, his account was correctly billed $on November 4, While Mr [redacted] was correctly billed for the modem, a credit for $was applied to the account on May 3, 2016, in an effort to satisfyMr***’s account reflected a balance due of $(from the August 28, bill) when it was disconnect on September 18, A September 18, Closing bill was issued, reflecting credit for previously bill service back to the day the account was disconnected The Closing bill reflected a $balance due The balance due is valid and the charges have been sustained I have attached copies of Mr***’s August and September 18, bills for his reviewCenturyLink regret any inconvenience Mr [redacted] has experienced [redacted]

CenturyLink appreciates Ms [redacted] writing regarding her recent experience with our company I regret to inform Ms [redacted] that she did not include sufficient information for CenturyLink to conduct an investigation In order to investigate the complaint, the CenturyLink account number will need to be provided I was unable to locate the account with the limited information on the Revdex.com complaint Once this information is received, CenturyLink will be happy to investigate further [redacted] 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 trainingPrior to this reply, on the 19th of January 2017, the unreturned equipment charge was adjusted and there is nothing owing on the accountCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

Revdex.com:Although contradictory to what I was told, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactorySincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: This is the third year in a row they have said 'trust us, we don't deliver any more phone books' yet they still keep on littering my property with them Beyond lip service what penalty will they face for continuing to litter my property with their unwanted garbage? After breaking their promise the last two years I have little faith will honor their word, so this complaint remains open until they can prove they will actual do what they say this time Sincerely, [redacted]

04/13/2016As of 02/10/2016, Mr [redacted] ’s CenturyLink service includes phone and internet service with a month promotional discount for $plus per minute rates for any long distance used (before taxes, fees and surcharges)There have been no other changes to Mr [redacted] ’s CenturyLink service since.Mr [redacted] states he should not have had phone service however long distance usage was utilized from his new phone service, as shown on the 03/07/statement:Feb 03:P From ###-###-#### To WESTFIELD NJ ###-###-#### Duration 1:amount 0.05Feb 03:P From ###-###-#### To WESTMINSTR CA ###-###-#### Duration 1:amount Feb 12:P From ###-###-#### To NO PHOENIX AZ ###-###-#### Duration 2:amount Feb 12:P From ###-###-#### To NO PHOENIX AZ ###-###-#### Duration 94:amount Feb 01:P From ###-###-#### To WESTFIELD NJ ###-###-#### Duration 1:amount Feb 08:P From ###-###-#### To WESTMINSTR CA ###-###-#### Duration 1:amount Total Calls: Total Min:Sec: 100:00Should Mr [redacted] choose to change his package to a package that includes only CenturyLink’s internet, he will need to contact CenturyLink’s customer service at ###-###-#### to request the changes as new promotional discount require a verbal commitment and the account has to be verbally verified through an inbound call per CPNI regulations of the verification process.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because: Information sent in email to [redacted] *: [redacted] – I appreciate your response to my Revdex.com issueTwo items: 1) I do not pay with checks I pay on line 2) all of the information is already available on the CenturyLink site for the payments I madeThat is where I got the information I look forward to having this situation resolved, Thanks – [redacted] Sincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by [redacted] , regarding a billing dispute Unfortunately, [redacted] did not provide his CenturyLink account numberIn order to investigate his complaint, I will need the CenturyLink account numberOnce I have the necessary information I will be able to investigate his concernsCenturyLink apologizes for any frustration.Sincerely, [redacted]

I have reviewed the reply and thank [redacted] for providing the closed account billing information so I could review the account history for this billing dispute I have reviewed the account history and notes showing the account was opened on Nov 24th, and closed on December 11, Since it was disconnected within our day trail period I have gone ahead and adjusted all the remaining charges of $the closed account now has a zero balanceSincerely,Mr [redacted]

CenturyLink appreciates [redacted] writing regarding her father-in-law’s account I regret to inform [redacted] that she did not include sufficient information for CenturyLink to conduct an investigation She did not provide her father-in-law’s name, address, or account number I was able to locate an account at the address on the Revdex.com complaint, which was in [redacted] ***’ name There has been no recent order activity on this account In order to investigate the complaint, the CenturyLink account number will need to be provided CenturyLink is only able to provide information to [redacted] if she is an authorized party on the account Once the CenturyLink account number is provided, CenturyLink will be happy to investigate [redacted] ***’ concerns I regret any inconvenience this may cause [redacted] Customer Advocacy Group

I have received a copy of the Revdex.com complaint filed by Mr [redacted] regarding his billing disputeIn review of the account, the service was disconnected on July 22, The account has a zero balance and billing is resolvedAt CenturyLink we strive to provide outstanding customer serviceYour comments are appreciated and to improve customer service, will be investigatedCenturyLink apologizes for any frustrationSincerely, [redacted] CenturyLink Customer Advocacy

Initial Business Response / [redacted] (1000, 4, 2015/07/08) */ 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 A complete review of Ms [redacted] 's account has been done and CenturyLink records indicate she had called into the Business Office on July 1st where she was advised the charges would be adjustedI have confirmed the charges have been adjusted by the CenturyLink Business Office on July I apologize for any inconvenience this may have caused Ms [redacted] Regards, [redacted] Customer Advocacy Manager Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/12/CenturyLink has reviewed our previous responses to Mr [redacted] ’s issueAfter careful consideration, we find our original investigation and response to be valid CenturyLink has closed this complaint Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I did not ask CenturyLink for a new product and make an applicationTherefore, no Hard or soft credit check should be run for credit worthinessI have been your customer since If I walk into a store and ask about a product, they don't run a credit check on me just because I asked a questionAS you implied there is no services you can provide meSo, why would you run a credit checkYou need to train your personnel If they make a mistake, and you know who did it, just correct it...that is all I askI am tired of be bounced back and forth from CenturyLink and [redacted] [redacted] says CenturLink did and they need to fix itCenturyLink customer service tells me we don't know how I contacted [redacted] , they told me you need to contact your Fraud department to have them fill out a deletion of Credit CheckThis is my last response and would like to know when you have done your job correctly and had all inquiries removed (Hard or soft) by CenturyLink/ [redacted] My next step is to bring this matter to a higher authority Sincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by [redacted] , regarding a billing disputeAfter investigation of [redacted] 's account it has been found that the customers services are billing at for the servicesThere are two sports network surcharges that are added at $each that are collected by Centurylink to provide broadcast coverage for specific networksThe discounts did not apply to [redacted] s first billCenturylink has credited the difference of $that should have been discounted on the first months billing statementCenturylink apologizes for the frustration encountered and appreciates the opportunity to investigate his concernsFor further questions please contact our team at [redacted] and use acct [redacted] 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 training.Upon review, I verified Mr [redacted] ’s account, listed on his Revdex.com complaint, has been credited in fullI requested any collection activity cease and the removal of any credit reportingCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr [redacted] .AmberCenturyLink Customer Advocacy Group

CASE ID: [redacted] 10/28/CenturyLink has received a copy of the Revdex.com complaint for John FortuneBelow are our findings: Our records indicate CenturyLink also received this complaint via the [redacted] Attorney General officeWe were able address and resolve that complaint on 10/13/Our findings were as follows: As the customer stated, our cable was cut by the county some time back Our process for getting this taken care of at the time didn't work as the request never made it to the point of approval and sending to our contractor At this point, CenturyLink has rectified that and the job is on the way to the contractorThe reference to shallow cable notwithstanding, CenturyLink normally works with contractors as well as local, county, and state governments to assist with working around shallow cables to prevent them from being cut The contractor knows this is a high priority job so it will be done as soon as locates are done Additionally, CenturyLink will follow up with them to make sure it does We appreciate the opportunity to address [redacted] ’s issue and apologize for any inconvenience he may have experienced regarding this matter Sincerely, [redacted] ***