CenturyLink

Mr [redacted] ’s account currently reflects a zero balance due, with the credit that was applied on March 9, I have attached copies of the January to March bills for his review His account will not reflect a credit balance, as he has already received credit for the Prism equipment (January) I apologize for the confusion [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: CenturyLink found the account information needed to review this complaintIf you look at the copy of the PDF file provided by the customer, it is what said on the original reply [redacted] invoices Centurylink for the month in whole months in advance as stipulated on the bill, [redacted] charges are for the service dates of October 2nd through November 1st, Because the customer disconnected [redacted] service after the month on the last bill for these charges were invoiced, the full month in advance was invoiced and paid by CenturyLinkAny charges that exist on the Centurylink bill reflect the invoice dates and not anything elseBecause the customer canceled at the very end of the invoiced dates for [redacted] , he did receive the difference as a refund on a prepaid cash card for approximately days service as per [redacted] ’s Office of the President: “His [redacted] account was disconnected 10/29/and he received a refund via prepaid cash card $sent out 11/8/16.” CenturyLink the opportunity to clarify this last statement and the statements provided by the customer as verification of the last charges and the dates they applied to Sincerely, [redacted] [redacted] ***

02/03/2016CenturyLink 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 no access into his account on 12/28/CenturyLink systems auto tag an agent id when an account is accessed regardless of a remark being left.On 01/04/2106, Mr [redacted] called CenturyLink and requested to disconnect serviceAn order was placed with the due date of 01/07/(standard timeframe)The billing, as standard, stopped on 01/06/as shown on the final statement dated 01/13/2016.As Mr [redacted] ’s CenturyLink account was disconnected with in a standard timeframe from the date requested to disconnect, CenturyLink finds this issue to be resolved and has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because: No "voices messages" have been left I have had a missed call but called back and received horrible service (the century link standard) Sincerely, [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: Prior to the changes made to the account in February, u p until around November 2015, the services used generated a bill that averaged around $ A surge in usage staring in December of and again in January created bills near the $mark According to notations on the account the reason the changes were requested in February by Mr***, an authorized party on the account, was to provide more service and features as the current service in place was in need of substantial changes and as long as it was near or less money the services might as well be upgraded to reflect the needs of the business The account indicates the information as to who was authorized on the account was last update on May 1st, and is presumed this may have been the date when persons of note in the complaint were added as responsible parties Since the changes were made by an authorized person on the account they are valid That said, usage on the lines fell off again towards the end of the service indicating that this may have been due to Mr [redacted] or anyone at the service location allowing or disallowing the use and while the cost of the changes are substantial they would have been incurred on the previous type of line as measured service is not designed for the use the line started accommodating back in December Based on the customers statements it is fair to say that Mr [redacted] may have contributed to this internal situation and the departure of Mr [redacted] and new management decided to use different services and canceled the service in this complaint In doing this they did incur prorated early termination fees of $and $respective of the lines associated with the term agreements put in place when Mr***, and authorized party, agreed to the service and the early termination fee if services were terminated prior to the term commitment The fact that the usage would have created roughly the same monthly charges as the new phone service cost the monthly reoccurring charges will not be adjusted In lieu of the complainants’ current claim that Mr [redacted] should not have made those changes or agreed to such a service package, CenturyLink will adjust the early termination fees only in the amounts stated as follows: Adjustment of the $plus applicable tax comes to $396.48, reference number [redacted] Adjustment of the $plus applicable tax comes to $203.44, reference number [redacted] ; the combined total of adjustments issued comes to $ At the time of the cancelation the date for the cancelation was backdated to the time that the disconnection should have been affective and the reversal of the monthly reoccurring charges for that time period were also negated The revised final bill balance of $less the adjustments issued leaves a revised final amount owing of $ 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

03/29/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 no 3rd party charges on his accountMr [redacted] is subscribed to CenturyLink’s internet service with the below monthly rateI have provided an itemized detail of the service and fees associated with his account utilizing the 03/19/bill statement (taxes may fluctuate on a month to month basis):_________________________________________________________________________...⇄ Pure Broadband Monthly Recurring Charges 63.95---------------------------------------------------------------------------...⇄ Taxes, Fees and SurchargesFederal Excise Tax .87Federal Universal Service Fund Surcharge .91NORTH CAROLINA Sales Tax 2.02NORTH CAROLINA State Fee .60NORTH CAROLINA State Telecommunications Relay Service Surcha .10--------------------------------------------------Total Taxes, Fees and Surcharges $-------------------------------------------------------------------------------...⇄ Cost Recovery Fee 3.99----------------------------------------------------------------------------...⇄ Charges $72.44__________________________________________________________________________...⇄ CenturyLink provides an allocation of charges and important notifications on page of This is the section I believe Mr [redacted] is misunderstanding The “Basic Service” is the minimum amount of the service provided that CenturyLink will negotiate with/accept to avoid disconnection if the customer is unable to make the full payment of the balance due_____________________________________________________________________________...⇄ Allocation of Charges:Service Categories Past Due Current Month Total DueBasic Services 31.80Other Services 40.64---------------------------------------------------------------------------...⇄ Services $ $ $Failure to pay Basic charges may result in the disconnection of those ServicesPlease contact CenturyLink regarding any questions or problems with your bill before the due date.___________________________________________________________________________...⇄ CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr [redacted] ’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationAs Mr [redacted] is bill correctly with current CenturyLink charges totaling $and no 3rd party billing, CenturyLink has closed this complaint 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 trainingI reviewed Mr [redacted] accountHe originally had the internet speed of megsThere was an order to add a new promotion, this error caused the speed to change to megsWhile he had megs service, he received a speed of megs on average His account has since been corrected and he now has megsMr [redacted] subscribes to the price for life promotionThe rate is the same for megs and megsHe is not paying for any additional anti-virus, storage or internet optionsI issued a $credit due to the order error moving him to megsI contacted our executive technical support team and requested they reach out to Mr [redacted] to assist with his service concernsThey have made a few attempts to reach Mr [redacted] and have not been successfulThey have left voicemails with contact information should Mr [redacted] need to contact themWe apologize that the internet speeds in the area are not fasterCurrently, there are no plans, in the near future, to upgrade the area CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr***Amber CenturyLink Customer Advocacy Group Tell us why here

CenturyLink appreciates the opportunity to review Ms [redacted] concerns Our records indicate telephone number ###-###-#### was ported to a new provider on March 16, Because the number is no longer with CenturyLink, Ms [redacted] account was closed and a Closing bill was generated If Ms [redacted] would like to port her telephone number back to CenturyLink, she would need to contact our business office and have an order issued They can be reached at ###-###-#### CenturyLink regret any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

Initial Business Response / [redacted] (1000, 4, 2015/09/19) */ To whom it may concern: I have reviewed the customers' complaint and found the following: The monthly rate the customer is getting for the paperless billing and auto payment and a $modem lease discount is $after all discounts are applied That includes the addition this month of an additional loyalty discount that has been given and did apply bringing the total to $(which normally would be $without the $discount on the modem lease bringing the $fee to $7.99) The customer may have understood the $additional offered was off the price of $quoted but that is actually the amount after discounts applied This is fully itemized as are any taxes, fees or surcharges on the current billThe Internet amount comes to $plus related monthly charges of $with taxes, fees and surcharges of $0.65, total comes to $ 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 Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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 Sincerely, John Jelinek My phone number at the time was [redacted] My home address was [redacted] Princeton Mn ***

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ 08/18/ CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Ms [redacted] 's CenturyLink account, I found her account being handled by another Advocacy manager [redacted] who has been in contact with Ms [redacted] and came to the resolution to issue manual credits on each bill cycle for the remaining months until the December statementMs [redacted] has been advised by [redacted] ***: So, your bill will not reflect the correct amount due to the fact that there is not a discount that will stick or a plan that comes out to that amount including your taxes and feesAlso, your taxes are different amounts, if only by a few cents, each monthI will adjust the difference which will zero out your balance each month after the agreed $is paid Your January, bill will not be reduced...I can create a reminder to send you an email for notification purposes You can most certainly contact me any time As this issue is already been assigned to [redacted] and she is working directly with Ms [redacted] , CenturyLink finds this Revdex.com complaint to be resolved Sincerely, [redacted] M [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: CenturyLink liesI was promised $a month for years Just google them for reviews and there are thousands and thousands of same complaint as I have https://topclassactions.com/lawsuit-settlements/lawsuit-news/759013-centurylink-...⇄ https://www.chicagobusinesslitigationlawyerblog.com/2017/08/5601.html Sincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by Mr [redacted] ***, regarding a billing dispute Unfortunately, Mr [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]

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 but contingent on full delivery of promises made by CenturyLink Per their response to my complaint, I called CenturyLink on 5/6/at phone number ###-###-#### provided by [redacted] *** My call was routed to [redacted] who said my service would be upgraded from 7Mbs to 40Mbs at no increased cost I asked [redacted] multiple times to confirm that the cost that I am paying: Internet, Fees, and Taxes, on my current bill of $38.94.In review of my phone call with CenturyLink on 5/6/2016, the first person who answered was [redacted] and the call was disconnected My second phone call was answered by [redacted] , and he could not transfer me to ***, so I had to start over, and then the call was transfered to ***, who put me on hold because the above contacts all said they apologize and that they didn't have the authority [redacted] told me she could not remove the "Internet Cost Recovery Fee." She said and I quote, "will keep the same cost but change the speed to 40Mbs, for two years." She then gave me instructions that I will need to unplug my modem and re-plug it in to get the change, on Tuesday at 5PM or the following day The confirmation number she gave me is [redacted] .I am concerned about "Hidden" costs as this is what I feel the "Intenet Cost Recovery" fee increase CenturyLink is blind-siding their customers with These fees should be disclosed at the siof service, not added on at-will by CenturyLink increasing the cost for their customers, and I told CenturyLink I feel like they are charging me for my own internet service, plus the cost of infrastructure that has no part of my internet service, in other words, paying for the internet service and infrastructure for customers and future customers alike and I do not feel that that is fair or right.I am also concerned because I got a UPS notification for a shipment from UPS being delivered from CenturyLink and suspect they are sending a modem, which was not mentioned by [redacted] at all And if I'm being charged for it this complaint is definitely not resolved They cannot charge me for something I didn't agree to And the fact no modem was mentioned I do not feel it right if they try to charge me a modem rental fee or charge me in full for a new modem, especially considering that I already bought the advanced modem for my current internet service.Please forward this response to CenturyLink as I am accepting the resolution at this time given that I only have business days to respond, however, I am concerned about their business practice, and I am concerned that they wont deliver on what [redacted] , at CenturyLink, has promised me for the resolution because this has happened before and it took a lot of my time to resolve, which is why I filed this complaint with the Revdex.com because I feel that CenturyLink is taking advantage of their customers both at increased cost and at increased frustration with having to navigate their customer service and finally getting the follow-through to resolve the issue whether it be getting service, being overcharged, and CenturyLink setting up the service wrong.I attached my bill, which has the total cost of $38.94/month This is the cost per month for years, and they agreed to providing me 40MBs internet service, at no extra cost If this is followed trough on CenturyLink's response, my complaint is resolved, but I strongly feel that CenturyLink needs to inform customers of their service cost, fees, and tax at the time of initiation of service, and the costs shall not change for the duration that that service was agreed to by the customer, in my case it was a two-year internet service plan Thank you, [redacted] *** Sincerely, [redacted]

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 Our records indicate [redacted] ’s service was moved to the new location on June 14, Due to an error on the order, the July 8, bill reflects charges for a leased modem [redacted] spoke with a representative on August 4, An order was issued to remove the billing indicator and a credit for $was issued The August 8, bill reflects the credit and the removal of the leased modem On August 8, 2017, [redacted] spoke with a representative regarding the [redacted] Gift Card The tracking number was provided and an additional $ [redacted] Gift Card was offered, in an effort to satisfy Per the CenturyLink.com/getmyreward web site, the $ [redacted] Gift Card was mailed on August 23, and the $Reward Card was mailed on September 2, [redacted] is a valued customer and CenturyLink regrets any inconvenience he has experienced [redacted]

I have received a copy of the Revdex.com complaint filed by Mr [redacted] ***, regarding a billing disputeAfter investigation of Mr***'s account it has been found that the billing that the customer was charged was correctThe customer didn't qualify for our $rate due to the customer not being bundled with an additional service such as TV or phoneThe customer was charged $a month for months before other fees such as the modem lease and applicable taxes and feesPer our notes we do not show that Mr [redacted] was hung up on, we apologize that the customer feels that we hung up on himAfter investigation and review we deem the billing to be correct and accurate for the services that the customer was rendered and apologize for any frustration encounteredSincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is quasi-satisfactory to me While I truly appreciate that CenturyLink did address the money side of the issue, there didn't seem to be any acknowledgement of the frustration of hours on the phone (much of it on hold) and months of follow up over the issues at hand Customer service was and still seems to be an issue The response repeatedly noted my past due amounts, as if to marginalize me as a poor customer and discredit my claims My complaint addresses my past due amounts and gives some explanation to them Also, the letter I received from CL in the mail stated that the proper discounts have been 'requested' on my behalf But how do I know if they got approved? How do I know for how long they apply? year? 2years? Do I need to call and haggle with an entry level agent again (who probably doesn't have access to the info) just to get that information? It should also be noted that last week I had another issue with CL regarding my Prism account The basic issue revolved around being told I was past due (days after making my proper payment) and still not having service I recorded the phone call and would be glad to share it with you if you like In closing, I do thank you for taking the time to respond and address my situation I am sure you get an earful from others as well, and I am sure it is no fun I just want o be able to know, that moving forward, these issues won't pop up again Sincerely, [redacted]

I have reviewed the Revdex.com complaint from [redacted] regarding his deposit refund on service that was never activatedSorry to hear about the problems they had trying to get service it sounds like we dropped the ball to say the leastI have reviewed the account notes and show this issue has been resolved and charges refunded per notes on 2/15/If the customer has not received their refund check yet our credit department can trace it for them [redacted] .Sincerely, [redacted]

06/20/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon research of Mr [redacted] ’ CenturyLink account, I found that service for CenturyLink’s phone, internet and Prism with account number [redacted] ***, was installed by a technician on 10/14/for the quoted monthly recurring charges of the following (before taxes, fees and surcharges):____________________________________________________________________...⇄ [redacted] Local Phone Service - Residence Line [redacted] Internet - High-Speed Internet $High-Speed Internet Discount -$Advanced Lease Modem Discount Month -$Advanced Modem Lease $-------------------------------------------------------------------------------...⇄ and Voice Monthly Charges Total $Prism™ TV Monthly Charges PRISM ESSENTIAL $PRISM ESNTL $OFF 12MO contractual promotion -$FIRST SETTOP BOX $-------------------------------------------------------------------------------...⇄ TV Monthly Charges Total $44.98__________________________________________________________Total Monthly package charges $(before taxes, fees and surcharges)_____________________________________________________________________...⇄ CenturyLink had sent bill statements during this timeframe Mr [redacted] made only payment as shown from clips of Mr [redacted] ’ bill statements sent before the change of service:________________________________________________________________________...⇄ Number [redacted] *** 10/26/Previous Balance New Charges $------------------------------------------------- Total Amount Due $Payment Due By 11/14/--------------------------------------------------------------------------...⇄ Balance New Charges $ ------------------------------------------------- Total Amount Due $Payment Due By 12/17/--------------------------------------------------------------------------...⇄ Balance Payment Received 12/7/Thank you! -New Charges $ ------------------------------------------------- Total Amount Due $Payment Due By 1/17/---------------------------------------------------------------------------...⇄ Balance New Charges $ ------------------------------------------------- Total Amount Due $Payment Due By 2/14/---------------------------------------------------------------------------...⇄ Balance New Charges $ -------------------------------------------------Total Amount Due $Payment Due By 3/17/---------------------------------------------------------------------------...⇄ Balance New Charges $ -------------------------------------------------Total Amount Due $Payment Due By 4/15/___________________________________________________________________________...⇄ On 12/07/2015, Mr [redacted] ’ account was suspended for non-paymentMr [redacted] called the same day to inquire why his service was not workingThe agent he spoke with advised of the suspension for non-pay and worked out a payment arrangement with Mr [redacted] to pay $that day to restore the service and Mr [redacted] agreed to make another payment of $by 12/17/ The next contact was on 04/13/when Mr [redacted] called to CenturyLink customer service and had requested to disconnect the CenturyLink phone and Prism service and to retain the CenturyLink internet with a new month contractual promotionalThe order was placed per Mr [redacted] ’ request and was completed on 04/15/with the account number [redacted] (the account number changes due to account numbers are the phone numbers associated with the account, when an account is converted to just internet the previous phone number is removed to be used by another customer in the future and a product id number is assigned) The review of calls to CenturyLink repair showed the initial install on 10/14/and then Mr [redacted] called on 04/15/stating his service was not workingA technician was dispatched on 04/17/2016, in which he replaced the modem/router and replaced the jumper as both were set for service with PrismMr [redacted] to CenturyLink customer service on 05/16/disputing his bill statement stating his bills were not correct when he had Prism service and he was not supposed to be charged for a lease of the modem or the early termination fee for the Prism serviceBelow is the 1st bill statement clip with the new account number:_________________________________________________________________________...⇄ Number [redacted] *** 04/29/2016Previous Balance $Adjustments $(Prorated reversal of promotions issued in advance for Prism and the phone package)New Charges $(includes prorated charges and a month in advance for internet charges for the timeframe of 04/15/to 05/28/2016; reversal of the phone, internet and Prism monthly charges from 04/15/to 04/25/(previously billed on the previous account number’s 03/26/statement; a charge for the early termination fee for disconnecting the Prism service before the month contractual expiration date of 10/14/2017; Leased modem/router charges (as the promotion for months free of leased modem fee was part of the Prism discounts and since the Prism was disconnected the promotion was not valid); late fees; taxes; fees and surcharges)-------------------------------------------------Total Amount Due $_______________________________________________________________________________...⇄ The agent Mr [redacted] spoke with did issue manual credits in the amount of $($early termination fee + $for promotional discount and modem router fees)The credit posted to Mr [redacted] ’ account on 05/20/ On 05/18/2016, Mr [redacted] requested to have the internet service disconnectedThe order was placed and the service was disconnected on 05/19/As Mr [redacted] was in a new contractual promotion, the final statement reflects the $early termination fee_____________________________________________________________________________...⇄ Number [redacted] *** 05/31/2016Previous Balance $ Adjustments -$(Includes the manual credits mentioned above; Prorated reversal of service previously billed for the timeframe of 05/19/to 05/29/and the refund of the deposit plus interest)New Charges $(Includes the early termination fee due to disconnecting the Internet service before 04-15-2017; Prorated reversal of service previously billed for the timeframe of 05/19/to 05/29/and the refund of the deposit plus interest)-------------------------------------------------Total Amount Due $627.84_________________________________________________________________________...⇄ In conclusion, I have reviewed all the billing and found no billing errorsMr [redacted] billing was correct for the monthly recurring charges listed above for the service he subscribed to along with late fees for balance forward due to non-payment, restoral fee, taxes, fees and surchargesMr [redacted] had service for months before calling to request a change of serviceMr [redacted] did not call to report any issues with service until after the Prism was disconnected and then the service was repaired within daysCenturyLink finds the balance due of $to be sustained as valid with no additional credit adjustments being warrantedCenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because:Just more lip service from the company! All anyone at CenturyLink has to do is read my ongoing account information, from all the calls/chats and various people I've talked to, that has been readily available to each and every person that I've spoken to And yet absolutely nothing has been done to fix the problem I've now entered my third billing cycle and my bill is still all messed up in spite of the multitude of CSR's/managers/supervisors I've talked to My bill is now showing that I owe these people like $dollarsWhat a flippin joke! Sincerely, [redacted]