CenturyLink

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: On the Same day as this complaint was filed an order was issued by a CenturyLink agent or strategic partner to disconnect services Centurylink apologizers if the retention agent was overzealous trying to retain the customers business but confirms the account has been canceled 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

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 trainingUpon review, I verified Ms [redacted] service was not used beyond mid-OctoberDue to this, I have issued a credit for $123.02, for her October to November and November to December billing statementsHer service was disconnected on 01/23/and the order was back dated to 12/28/The backdating of the order will cause her billing to credit back to that datePrior to her October billing statement, Ms [redacted] had a balance of $for previous serviceShe will receive a final bill in approximately 2-weeks with the balance remainingMs [redacted] will receive a prepaid UPS shipping label to return her leased modemShe will want to return it within days of disconnections to avoid being billed a fee of $plus tax for an unreturned modemThe return instructions are provided with the labelMs [redacted] should retain the customer portion of the label that contains the tracking number for her recordsCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms [redacted] Amber CenturyLink Customer Advocacy Group Tell us why here

CenturyLink appreciates Mrs [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 Mrand Mrs [redacted] recently received from CenturyLink representatives Her comments are appreciated and, to improve customer service, will be investigated, as our representative should have transferred Mr [redacted] to a stateside agent upon his request Our representatives need to know the negative impact we have on customers when we fail to do our jobs well The toll-free number included in the Revdex.com complaint (###-###-####) is a CenturyLink contact number Additional CenturyLink contact numbers are on customer’s monthly statements CenturyLink appreciates Mrs [redacted] taking the time to share her experience and express her concerns Her concerns regarding use of non US based employees will be forwarded to the appropriate management team for review Suggestions and input from customers are valuable when making future changes to company policy Thank you for taking the time to provide us with information that may improve our business and your experience [redacted] CenturyLink Customer Advocacy

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, Mr [redacted] was sent the refund check on September 19, 2015, the check was cashed on September 28, I advised Mr [redacted] my findings, provided my contact information for any further questions or concerns [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because: I called with in the days to terminate the prism TV and was charged for months...and over charged at that !I got new service with [redacted] on March after trying multiple times to resolve the issuesI called CenturyLink March to have my service terminated...when I was contacted by someone finally on March in regards to my dispute I was told nothing had been done and apparently there are steps to discontinue services...no where does it state that this would be a process to terminate servicesCenturyLink is a nightmare...they rip you off and bully youI want all my money refunded to me and my service terminated without owing them anything Sincerely, [redacted]

01/12/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 that Ms [redacted] ’s promotional discount has been present on her bill statementsSince 10/21/2014, Ms [redacted] had been on/renewed promotional discounts which required her to subscribe to CenturyLink’s autopay to receive the full promotional discounts:----------------------------------------------------------------------...⇄ up to 8m internet $- $month term promotional discount - $autopay promotional discount = $+ $leased router fee = $(before late fees, restoral fees, taxes, fees and surcharges)OrCenturyLink up to 8m internet $- $month term promotional discount = $+ $leased router fee = $(before late fees, restoral fees, taxes, fees and surcharges)---------------------------------------------------------------------...⇄ (Recent events/changes to the account) Ms [redacted] had requested a vacation service which began on 06/13/and then to have the service restored from vacation on 07/08/with the renewal of the month promotional rate listed aboveThis change on and off vacation service did result in the 06/statement being lower than and the 07/statement being higher than due to proration rate differences (no billing error) I also found that Ms [redacted] has forwarded a balance on her account for over a year and has had multiple suspensions for non-pay which reflects on the bill statements with late fees and restoral feesI have provided bill statement summaries with descriptions of billed services and past due balances: ___________________________________________________________________________ Bill Date: Jun02, 2016Monthly Account SummaryPrevious Balance 155.48Payments Received .00Balance Forward 155.48Current Charges (include promotional rate internet without autopay month in advance from 06/02/to 07/01/2016; late fee; lease router fee; taxes; fees and surcharges)------------------------------------------------Total Amount Due $232.97Payment Due By Jun23, 2016___________________________________________________________________________ Bill Date: Jul02, 2016Monthly Account SummaryPrevious Balance 232.97Payments Received .00Adjustments (reversal of promotional discount due to account being placed on vacation service)Balance Forward 251.97Current Charges (Includes prorated reversal of internet service and charge for vacation rate from 06/14/to 07/01/2016; charge for vacation service a month in advance 07/02/to 08/01/2016, late fee; taxes; fees and surcharges) ------------------------------------------------Total Amount Due $257.74Payment Due By Jul25, 2016___________________________________________________________________________ Bill Date: Aug02, 2016Monthly Account SummaryPrevious Balance 257.74Payment Received - Jul07, - Thank You -80.00Payment Received - Jul25, - Thank You -64.00Adjustments (reversal of vacation rate promotional discount due to the account being removed from vacation service)Balance Forward 124.30Current Charges (Includes prorated reversal of vacation rate and charge for standard rate from 07/09/to 08/01/2016; charge for promotional rate internet without autopay month in advance from 08/02/to 09/01/2016; restoral fee; late fee; lease router fee; taxes; fees and surcharges)------------------------------------------------Total Amount Due $272.20Payment Due By Aug23, 2016___________________________________________________________________________ Bill Date: Sep02, 2016Monthly Account SummaryPrevious Balance 272.20Payments Received .00Balance Forward 272.20Current Charges (include promotional rate internet without autopay month in advance from 09/02/to 10/01/2016; lease router fee; taxes; fees and surcharges)------------------------------------------------Total Amount Due $335.68Payment Due By Sep26, 2016___________________________________________________________________________ Bill Date: Oct02, 2016Monthly Account SummaryPrevious Balance 335.68Payment Received - Sep11, - Thank You -90.73Payment Received - Sep25, - Thank You -63.09Balance Forward 181.86Current Charges (include promotional rate internet without autopay month in advance from 10/02/to 11/01/2016; late fee; lease router fee; taxes; fees and surcharges)------------------------------------------------Total Amount Due $259.31Payment Due By Oct24, 2016___________________________________________________________________________ Bill Date: Nov02, 2016Monthly Account SummaryPrevious Balance 259.31Payments Received .00Adjustments -(credits issued as courtesy on 10/28/2016: review shows this credit was unjustified)Balance Forward 140.74Current Charges (include promotional rate internet without autopay month in advance from 11/02/to 12/01/2016; restoral fee due to suspension for non-payment; late fee; lease router fee; taxes; fees and surcharges)------------------------------------------------Total Amount Due $250.50Payment Due By Nov23, 2016___________________________________________________________________________ Bill Date: Dec02, 2016Monthly Account SummaryPrevious Balance 250.50Payments Received .00Balance Forward 250.50Current Charges (include promotional rate internet without autopay month in advance from 12/02/to 01/01/2017; late fee; lease router fee; taxes; fees and surcharges)------------------------------------------------Total Amount Due $327.95Payment Due By Dec27, 2016___________________________________________________________________________ Bill Date: Jan02, 2017Monthly Account SummaryPrevious Balance 327.95Payments Received .00Balance Forward 327.95Current Charges (include promotional rate internet without autopay month in advance from 01/02/to 02/01/2017; late fee; lease router fee; taxes; fees and surcharges)------------------------------------------------Total Amount Due $405.36Payment Due By Jan24, 2017___________________________________________________________________________ I found no billing errors as Ms [redacted] is billed correctly for up to 8m internet $- $month term promotional discount = $+ $leased router fee = $(before late fees, restoral fees, taxes, fees and surcharges)I also found the credit adjustment issued on 10/28/was invalid however, as a courtesy I will not reverse the credit adjustment already issuedCurrently, Ms [redacted] ’s CenturyLink account is suspended for non-payment with a balance due of $(see above for current balance and past due amounts)I would advise Ms [redacted] to contact CenturyLink’s financial service at [redacted] if she cannot pay the balance in full to restore as Ms [redacted] ’s CenturyLink account will be disconnected for nonpayment shortlyIf the account is disconnected either by her request or non-payment before 07/08/2017, the account will assess an up to $early termination fee (per the $off for month term promotional discount)CenturyLink has closed this complaint with no billing errors and no credit being warrantedSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CASE ID: [redacted] 09/13/CenturyLink has received a copy of the Revdex.com complaint for [redacted] Below are our findings: Review of the trouble tickets associated with Mr [redacted] ’s account confirms CenturyLink has been out several times during the past few months to address reported service issues at his premiseReview of the most recent ticket, dated 08/15/2016, reflects a technician visit determined the issues that were causing the service issues and corrected themSince Mr [redacted] is reportedly continuing to experiencing issues with his service, I have escalated this matter to the local Area Plant Supervisor for reviewHe will be able to schedule a premise visit and further determine what might be going on at Mr [redacted] ’s home that could be affecting the quality of his CenturyLink serviceReview of Mr [redacted] ’s account confirms that he was provided an out of service credit in the amount of $for a service issue he reported on 07/28/Although I am not able to decrease the monthly recurring charge for his CenturyLink services, as was requested in his complaint, I have issued a onetime courtesy credit of $to his account in hopes of covering some of the inconveniences he has experienced CenturyLink apologizes for any inconvenience Mr [redacted] may have experienced regarding this matterShould he not receive resolution after the upcoming scheduled review of the service at his home, he can certainly contact me or our Customer Service Center for follow up assistance 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: As offered by the complainant, please email the documentation to support the claim that the failure or error was on the part of CenturyLink and the appropriate review and adjust (if applicable will be issued The customer can reply through the Revdex.com or reply directly to the manger handling this complaint at [redacted] for further assistance 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 [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 Sincerely, [redacted] Century link is willing to work with me on our problem about their lack of response on sending a return label for their receiver which I kept since we moved in August and finally sent back on my own 12/11/because I was told the bill was being turned over to a collection agency, so as a result I paid for and sent the receiver back on my own and unforturtantly the receiver was lost in the mailHave proof of sending the receiver back and feel I should not have to pay for the receiver, but willing to work with the company to settle this complaintMy account # [redacted] I also have paid for half of the amount I'm told I owe and am paying the second half this month so the bill will not go to collections

Initial Business Response / [redacted] (1000, 4, 2015/07/12) */ To whom it may concern: I have reviewed the customers' complaint and found the following: CenturyLink apologizes for the human error that resulted in the services being initiated at the wrong address I have adjusted the incorrect address billing to the customer to zero The customer if needed, can contact the executive office manager handling this complaint at any of the means listed below for further assistance should any other issues arise or revised final bills regarding the service at the wrong address be sent 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 XXX-XXX-XXXX [redacted] @CenturyLink.Com Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am not completely satisfied with the handling of this matterI got a call yesterday from the billing department to discuss payment of a final billAt which time I had to go back through what happened and explain that the error occurred and I was not supposed to be charged anything since service was established at a wrong addressI feel that this is willful ignorance on the part of the company and the employees and training needs to be implemented so other customers do not have to deal with this same inconvenience when trying to order serviceI never received a call or apology, only a call to collect a bill that I didnt owe, I expected as much

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 couldn’t locate a cable job for the address Mr [redacted] providedUsually this type of cable work is resolved within daysI have left Mr [redacted] a voice message with my direct telephone number for any further questions regarding this complaint [redacted] CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from [redacted] regarding a charge for unreturned equipment on a closed accountI have reviewed the account notes showing the customer called in in March to get a return box sent to him I have adjusted the $equipment charge off the closed accountI do show we did backdate the monthly charges to 11/19/correcting the amount due for monthly service on the final billThe remaining balance is now $not $We apologize for the time and frustration our customer has spend trying to get this issue resolved.Sincerely,Mr[redacted]

09/18/ CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings: Upon research of Ms***’s CenturyLink account, I found that CenturyLink had provided leased equipment to Ms***: [redacted] modem was delivered on 3/21/by technician and a Prism Box was shipped and delivered on 4/20/ Per CenturyLink records both leased devises had not been returnedMs [redacted] would need to provide proof of returning the equipment either by a [redacted] tracking number or a receipt from the location the equipment was taken toCenturyLink is sustaining the monthly lease fee until the equipment is returned or Ms [redacted] can provide proof of the return CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationCenturyLink has closed this complaint Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 trainingUpon review, I verified with Ms [redacted] the [redacted] speed trouble has been resolvedMs [redacted] is happy with Internet speed at this time and has agreed to close this complaintInconsideration to Ms [redacted] internet troubled, I agreed to a onetime credit of $I apologize for any inconvenience CenturyLink may have cause Ms [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 Sincerely, [redacted] I am now getting the proper speed for the most partat the time of my last response I was notThank you for working with me on this issuei sure hope the speed remains consistent Thank You again

I have received a copy of the Revdex.com complaint filed by Mr [redacted] , regarding a billing disputeAfter investigation of Mr [redacted] 's account it has been found that this issue has previously been resolvedOn 01/19/a credit was placed for the modem that was returned to us as well as for the $for the service charges chargedThe account is now showing a zero balance and is completely closedCenturyLink apologizes for the frustration encounteredSincerely, Mr [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 I have been able to confirm the information in the latest bill Sincerely, [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 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 Our records indicate Ms***’s promotional discounts expired in September Ms [redacted] spoke with representatives on October and November 16, regarding her monthly cost There are no notations that indicate she requested the disconnection of the account The account was suspended for non-payment on March 1, Ms [redacted] spoke with a representative on April 16, An order was issued to disconnect the account A November 4, effective bill date was used, in an effort to satisfy The effective bill date with credit previously billed charges back to November 4, CenturyLink regrets any inconvenience Ms [redacted] has experienced Margaret CenturyLink Customer Advocacy

Initial Business Response / [redacted] (1000, 4, 2015/10/14) */ CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his account, XXX XXX-XXXX XXXI would like to apologize for the less than exemplary service that Mr [redacted] recently received from CenturyLink representativesHis comments are appreciated and, to improve customer service, will be investigatedOur representatives need to know the negative impact we have on customers when we fail to do our jobs well In an effort to satisfy, a $credit was applied to the account on October 13, The credit should be reflected on Mr***'s October 16, billMr [redacted] is a valued customer and I regret he was not treated in this mannerCenturyLink apologizes for any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) We appreciate the apology from CenturyLink and the credit to our accountI also want to mention that the local service manager, [redacted] , was fantasticHe was very helpful in restoring our serviceAs it turns out, the tech who upgraded our internet forgot to flip a couple of switches to turn our phone service back onThe repair took less than two minutes to fixToo bad that we couldn't get that kind of service from the very beginningI had to contact the Utah area service manager to get a response from anyone [redacted] should get a rise or a promotion because he knows what customer service should look like and he does itThank you [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] 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 Our records indicate the account was established on November 5, on the CenturyLink Internet Basic program Customers on Internet Basic pay $per month for the first twelve-months and $for months thirteen to sixty They also receive a free modem for twelve-months These rates are before taxes fees and surcharges As reflected on the November 10, bill, Mr [redacted] was billing at $per month, with a free modem before taxes, fees, and surcharges The November 10, bill reflects a change in the monthly cost to $and $for the modem, as the modem discount had expired On December 8, 2016, Mr [redacted] spoke with a representative He agreed to upgrade his Internet speed and added new promotional discounts Because the due date on this order was December 15, 2016, the December 10, bill reflected the old pricing The January 10, bill reflects the change in speed However, due to an order error, there were no promotional discounts reflected on this bill Mr [redacted] spoke with representative on January 19, The promotional discounts were added to the account and credits for $and $was applied The February 10, bill reflects the monthly cost is $($74-$10-$44.05) and $for the modem This is before taxes, fees, and surcharges The promotion that was applied to the account requires customers to sign up for Auto Pay and Paperless billing to receive the maximum discount If Auto Pay and Paperless is not on the account, the $discount will decrease to $ I apologize if this was not properly explained to Mr*** The March 10, bill reflects the change in the promotional discount Thus, increasing the monthly rate to $($74-$10-$34.05) This bill also reflects a $Late Payment Charge, as a payment was not received for the previous month Mr [redacted] spoke with a representative on March 24, Auto Pay and Paperless bill was added to the account A credit for $posted the account on March 28, The April 10, bill reflects a $($74-$10-$44.05) rate before taxes, fees, and surcharges It also reflects a $Late Payment Charge In an effort to satisfy, a credit for the two Late Payment Charges has been applied to the account A credit for $was issued on May 8, and should be reflected on the May 10, bill Mr [redacted] is a valued customer and I apologize he was not treated in this manner CenturyLink regrets any inconvenience Mr [redacted] experienced [redacted] CenturyLink Customer Advocacy