CenturyLink

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] feels she recently received from CenturyLink representatives Her comments are appreciated and, to improve customer service, will be investigated Our records indicate Ms [redacted] made an online payment for $on March 11, On March 14, 2018, the payment was rejected by the bank with a notation ‘no account unable to locate’ Ms [redacted] account was suspended for non-payment on March 15, At the time of the suspension, the account had a past due balance of $110, new charges for $121.41, for a total amount due of $ This information is reflected on the February 16, bill Ms [redacted] spoke with several representative on March 15, A payment for $was received and the service was restored This payment correctly included a $convenience fee In addition, she was advised the account would be billed a $return payment fee for the rejected payment In an effort to satisfy, adjustments were made to the account on March 15, A credit for the convenience fee ($4.02) was issued, a credit for the return payment fee ($22.92) was issued, and a credit for the late payment charge ($9.62) was issued All credits were reflected on pages and of the March 16, bill In addition, Ms [redacted] spoke with a representative on March 18, and an additional $credit was applied for the return payment charge Thus, Ms [redacted] received credit for two return payment charges but was only billed for one On April 5, 2018, Ms [redacted] spoke with a representative regarding the credits She was incorrectly advised that all credits, totaling $56.56, would be on the April 16, bill The credit Ms [redacted] was promised on March 15th are on the March 16, bill The credit for $which was applied on March 18th, should be reflected on the April bill I apologize for the miscommunication I have attached a copy of the March 16, bill for Ms [redacted] review Margaret CenturyLink Customer Advocacy

CenturyLink thanks Mr [redacted] for getting back to us [redacted] Antivirus is provided as a free service with CenturyLink high speed internet There are no fees related to the serviceMr [redacted] has made multiple calls to CenturyLink due to issues with his [redacted] As a courtesy, I have issued a $credit to his accountAmberCenturyLink Customer Advocacy Group

I have reviewed the billing complaint from [redacted] regarding a credit for overcharges due on her accountI do show this matter has been resolved as of the 4/24/billing statement a total credit of $was issuedCenturyLink would like to apologize for the billing error on our part and the delay in resolution we certainly understand her frustrationIf [redacted] has any other unresolved questions we are happy to further assist as neededSincerely,Mr.T [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] service was disconnected with CenturyLink on 01/24/and the order was back dated to 01/16/This order was to disconnect CenturyLink onlyCenturyLink cannot issue orders or credits for DIRECTV servicesDIRECTV sends Mr***’s billing statement to CenturyLink on the 3rd of each monthThe CenturyLink statement dated 01/16/is for service dates of January 3rd to February 2ndEach month CenturyLink pays the DIRECTV charges and places them on Mr***’s next billing statement If any credits or refunds are issued, they would come from DIRECTVIf Mr [redacted] has disconnected his DIRECTV, they will send him a refund for any overpaymentThe DIRECTV balance is valid and due to CenturyLink., CenturyLink apologizes for any inconvenience or frustration this issue may have causd Mr***.AmberCenturyLink Customer Advocacy Group

05/06/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings:Upon research of Ms [redacted] ’s CenturyLink account, was receiving promotions until 11-20-as shown of the 11/13/ statement:----------------------------------------------------------------------...⇄ Billing Date Nov 13, 2015High-Speed Internet Month Any Speed Term Commitment Month of $**High-Speed Internet Loyal Customer Credit of Customer Loyalty Offer Month of 5.00(**Normally a $discount however as this was the end of the promotionDiscounts are given one month in advanceYour bill may include a partial month and a month in advance of billingProduct changes may result in a charge for unused discounts previously given.)-------------------------------------------------------------------------...⇄ On 12/04/2015, Ms [redacted] called about her bill increase and was offered a new month promotion for a month contract reducing the standard rate of the internet by $for the term beginning 12/07/and expiring on 12/07/Ms [redacted] agreed to the contractual promotion.The loyalty promotions of $and $a month did not appear on the 12/13/statement due to the change of packageHowever the promotions did reapply to finish the completion of the months on the 01/13/and 02/13/statements, as shown from clips of those statements:---------------------------------------------------------------------...⇄ Billing Date Jan 13, Promotional Discounts Discount Internet and Home Phone Promotion Month of High-Speed Internet Loyal Customer Credit of Customer Loyalty Offer Month of --------------------------------------------------------------------------------...⇄ Date Feb 13, Internet and Home Phone Promotion Month of High-Speed Internet Loyal Customer Credit of Customer Loyalty Offer Month of 5.00----------------------------------------------------------------------------...⇄ Ms [redacted] ’s contractual agreement was for Internet and Home Phone promotion for months at $off standard rate of CenturyLink’s internet, not the loyalty promotions that expired and cannot be renewed for another months from expiration.CenturyLink has sustained the early termination fee for disconnection of service before the expiration date of 12/07/Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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***’s past billing issues have all been addressedIn regards to Mr***’s current service issue claims, Mr [redacted] will need to have our Prism Technical Support Group troubleshoot his service concerns before consideration for the disputed early termination fee can be waivedI apologize for any inconvenience CenturyLink may have cause Mr*** [redacted] CenturyLink Customer Advocacy Group Tell us why here

Complaint: [redacted] I am rejecting this response because: The statement said absolutely nothing about being in or accepting a year contractAlso, I was unable to speak with anyone many times because they required to speak with the person whose name is on the account even though it was my bank account being used and I noticed an inquiry on MY credit from CenturyLinkI would like to know how that got there if the account was not in my nameI think that a phone call should still be produced because not noticing something that was never explained to you is in no way expressing consent to an agreement when credit and fees are involvedHonestly, it does not seem legalI have contacted the Attorney General's office as well and they plan to do an investigation to make sure that what CenturyLink is doing is in fact legal Sincerely, [redacted]

09/13/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: CenturyLink and [redacted] have different bill cycle dates and both companies bill a month in advance for serviceThis allow for [redacted] to send Ms [redacted] ’s [redacted] bill on the 7th of every month to CenturyLink and for CenturyLink to make payment on behalf of Ms [redacted] CenturyLink then holds on to Ms [redacted] ’s [redacted] bill until the CenturyLink bill is printed on the 1st of the following month (i.e [redacted] **’s 05/07/bill statement appeared on CenturyLink’s 06/01/bill statement)Upon research of Ms [redacted] ’s [redacted] **/CenturyLink accounts, I contacted [redacted] and was advised that Ms [redacted] had called to [redacted] and moved her [redacted] service to [redacted] on 05/12/As the move date was after the [redacted] **’s 05/07/bill date that CenturyLink had already which included the timeframe of 05/07/to 06/06/Ms [redacted] is still responsible for the 05/07/ [redacted] charges and the late fees assessed, due to not making the payment to CenturyLink for service provided by [redacted] and paid for by CenturyLink I have provided a clip of the bill statements since the final bill CenturyLink paid [redacted] on behalf of Ms [redacted] :________________________________________________________Account [redacted] Billing Date Jun 01, New Charges Due 6/23/$(see details below)Payment Due By 6/23/-------------------------------------------- [redacted] V Account Number: [redacted] 05/- 06/CHOICE Monthly 05/- 06/Advanced Receiver Monthly05/Primary TV Sales Tax ----------------------------------------------------Total Television Charges $________________________________________________________Account [redacted] Billing Date Jul 01, Previous Balance $New Charges Due 7/23/$(late fee)-------------------------------------------- Total Amount Due $Payment Due By 7/23/________________________________________________________Account [redacted] Billing Date Aug 01, Previous Balance $New Charges Due 8/20/$-------------------------------------------- Total Amount Due $Payment Due By 8/20/________________________________________________________Account [redacted] Billing Date Sep 01, Previous Balance New Charges Due 9/23/-------------------------------------------- Total Amount Due $Payment Due By 9/23/________________________________________________________ CenturyLink has sustained the balance due of $and 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] and find that this resolution is satisfactory to meWe were able to recoup overpayments from Century Link since the complaint was filed Sincerely, [redacted] ***

I have reviewed the Revdex.com Complaint from [redacted] regarding a final bill disputeI have reviewed the billing statement showing he balance was $which I have adjusted off the closed account due to the misquote the account now has a zero balance We apologize for the error and the frustration it has causedSincerely,Mr[redacted]

02/14/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon receipt of Ms [redacted] ’s Revdex.com complaint, I requested repair escalations to investigate the complaint and resolve the issueI was advised that a repair technician was dispatched on 01/19/and the issue was resolved I have issued an out of service credit for the timeframe of 12/13/to 01/19/totaling $(billed amount / day bill cycle = rounded up daily rate X days = 36.48)CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms [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 the repair had been completed and out of service credit has been issued, CenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 MrMr [redacted] ’s disputed modem charge was resolved on May 24, At that time, the disputed amount of $was credited back to Mr [redacted] ’s accountI apologize for any inconvenience CenturyLink may have cause Mr [redacted] [redacted] CenturyLink Customer Advocacy Group

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 There is no mention in their response about notifying the three credit bureaus that this was an error I will check in days to see if it's been removed as a negative item on my account.Thank you for your assistance to bring about this resolution! 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] has no further dispute with CenturyLinkMr [redacted] advised me that the complaint had already been resolved [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because:I do not believe CenturyLink's claim that the $is late fees when my late fee has always been $which I have had for several months due to me having to pay my bill days after the due dateAnother reason I do not believe it is they have once again changed their storyI want to know why they increased my bill by $as soon as they stopped billing meMy fee has never gone up that muchI do not know why they are lyingSincerely, [redacted]

I have reviewed the Revdex.com Complaint from Laurel regarding poor internet serviceI reviewed the account notes confirming the customers complaint we don't have anything on the schedule to upgrade the customers area at this timeUnfortunately there isn't anything we can do to help with the customers internet speed issuesAs a courtesy I have given the customer a time service credit of $which has already poste to the accountThe customer isn't on a contracts with us and could check with other providers in the area if they chooseWe are sorry there isn't more we can do to help resolve this customers internet speed issues.Sincerely, [redacted]

To whom it may concern: I have received and reviewed the complainant’s information and found the following: CenturyLink and “Qwest” doing business as CenturyLink are not affiliated with ***/ [redacted] in any capacity whatsoever CenturyLink acknowledges the complainants concerns and apologizes for any issues or inconvenience that may have been experienced and recommends that the complaint be resubmitted with the correct company listed as the receiver of said complaint CenturyLink provides that this complaint be closed as resolved Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her account, ###-###-#### *** 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 wellOur records indicate Ms [redacted] ’s account was established on August 5, on a promotion that required Auto Pay and Paperless billing Auto Pay was added on August 6, and Paperless was added on September 14, The promotional discount should have been $on the October 7, bill but due to a system error, it continued to reflect $After Ms [redacted] ’s credit card issued was resolved on March 7, 2016, Paperless billing was added again on March 28, The April 7, bill reflects a $discount A credit for the difference in the discount rate on the October to March bills has been applied to the account A credit for $was issued on May 5, In an effort to satisfy, a credit for the Late Payment Charge ($7) reflected on the March 7, bill has also been applied A credit for $should be reflected on the May 7, billMs [redacted] is a valued customer and CenturyLink regrets any inconvenience she has experienced [redacted] CenturyLink Customer Advocacy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that I agree to share account number and wait for follow upAccount number is [redacted] Sincerely, [redacted]

CenturyLink appreciates the opportunity to review Ms [redacted] ’s account Our records indicate Ms [redacted] migrated her telephone number to another provider on October 21, The CenturyLink account was disconnected on October 26, An October 26, Closing bill was issued, reflecting a $balance due As reflected on the statement, balance due mainly for [redacted] service from October to October 26, The [redacted] section of the bill reflects charges for the October to November 11, bill period and credit for [redacted] service from October to November 11, The balance due is valid and the charges have been sustained I have attached a copy of the October 26, Closing statement for Ms [redacted] ’s review [redacted] CenturyLink Customer Advocacy