CenturyLink

To whom it may concern: I have received and reviewed the complaint and found the following: Due to a delay in getting the return label in a timely manner the RMA closed out which caused the lease to be changed to a purchase In lieu of the difficulty the customer had getting the item returned Centurylink has issued an adjustment to zero out the charge 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

I have reviewed the Revdex.com Complaint from [redacted] regarding a billing disputeI have reviewed the closed account and show the customer was given and adjustment for the price difference of $on their second bill and for the late fee charged on the accountAs a courtesy I have adjusted the activation fee of $we have already waived the early termination fee the balance remaining is for the service the customer usedWe apologize we weren't able to provide Prism TV service at the customer's location and the frustration with the billing dispute resolution.Sincerely,Mr[redacted]

Revdex.com: While I believe their customer service practices, and fees, are still predatory in nature, 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] ***

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, The remaining charges of $billed to Mr [redacted] were due to an Early Termination FeeInconsideration to Mr [redacted] ’s billing and service concerns, I have agreed to adjust all final charges in disputeMr [redacted] ’s final account is at a zero balance and all collections have been suspendedI apologize for any inconvenience CenturyLink may have cause Mr [redacted] [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because:The mailer that was sent to me did not state any requirements other than to contact CenturyLink for a loyalty creditI did that and CenturyLink did not provide the discount as stated on the mailer addressed to me Sincerely, [redacted]

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 trainingA CenturyLink supervisor Cassidy has reviewed the original call Ms [redacted] made to usShe contacted her has provided a resolutionCassidy also left messages with her contact information should Ms [redacted] need to speak to her concerning the resolutionCenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms [redacted] Amber CenturyLink Customer Advocacy Group

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, Inconsideration to Ms***’s trouble with our modem return process, I have processed a full refund of $Ms [redacted] should receive the refund within the next daysI apologize for any inconveniences CenturyLink have cause Ms***I have left Ms [redacted] a voice message with my callback information for any further questions or concerns [redacted] CenturyLink Customer Advocacy Group

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

Initial Business Response / [redacted] (1000, 4, 2015/08/27) */ 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 After careful review, I couldn't find any trouble with Mr***'s internet connectionMr***'s internet speeds are testing at a 99% of speed accuracy I made contact with Mr***, I advised him about the good service levelsMr [redacted] explained the service is working fine now and trouble comes and goes at certain timesI explained to Mr***, trouble would have to be reported in order for CenturyLink to diagnose and resolveMr [redacted] confirmed his modem is years old, I offered for techs to review or troubleshoot modem, as modem [redacted] be causing the trouble I provided Mr [redacted] explanation on CenturyLink's verification process, also educated a customer can be asked to verify last of [redacted] I did provided other options to Mr [redacted] for any future account verification purposesMr [redacted] has my direct telephone number for any further concerns or questions in regards to this complaint [redacted] CenturyLink Customer Advocacy Group Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) They get the SSN by saying they need a credit check then they put it into the file and use it for verification, which is not the reason the received the SSN He pinged my router with all of bites, not the Meg it takes to download an appI did call Century link when the problem occurred but they didn't help./

CenturyLink appreciates [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 [redacted] returned the modem in concern after the day allowed timeframe therefore was billed the non-return chargeI have agreed to credit back the disputed charge of $inconsideration that the modem was returned [redacted] final account is now at a zero balance and resolvedCenturyLink apologizes for any inconvenience or frustration this issue may have caused [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 trainingPrior to this reply, the customer sought and received an adjustment to the account in the amount of $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, [redacted]

Complaint: [redacted] I am rejecting this response because:today's date is 5/11/and we're awaiting the 5/bill from Century Link in the price for life amount quoted in our original discussion of $ 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] moved his service to a new location on May 12, Due to an error on the order, his Lifeline discounts, including the Internet Basic discount, were not on the order The Lifeline discounts were added on June 13, However, the Internet Basic discount was not included Mr [redacted] spoke with a representative on June 27, A credit for $was applied to the account and new twelve-month promotional discounts were added However, these discounts will expire in twelve months and the Internet Basic program is a five-year program An order has been issued to remove the Internet discounts currently on the account and replace them with the correct Internet Basic discount This order completed on August 4, and should be reflected on the August 18, bill Mr [redacted] is a valued customer and I apologize he was not treated in this manner CenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy

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 no money was collected from the customer for the servicesThe billed amount for the service has been credited and we do not show that the customer paid a deposit for servicesIf the customer has additional information that we can further an investigation with we'd be happy to investigate, but at this time we do not show that the customer is owed any money from CenturylinkSincerely, Mr [redacted]

Complaint: [redacted] I am rejecting this response because: It has been my experience that my payments get posted days or more after CenturyLink receives my payment I know when Century Link receives my payment because my payment is sent by UPS Overnight MailI have available the tracking number and date and time of receipt every time I send a payment in My hope is that another company will buy out CenturyLink so we are provided with better customer service I have tried many methods of trying to pay CenturyLink My first method was by U.SMail CenturyLink blames the fact that they don't post my payment on the USPS They claim that the USPS doesn't get my payment to them I paid cash at the local sales office for several years until they changed their policy and refused to take my payments I have paid through "No Check Pay" at Walmart days went by and my payment was not posted Finally, "No Check Pay" called and was told that in fact my payment was received days earlier but not posted Now, I am paying by UPS and have the tracking number and date and time of arrival I am looking forward to CenturyLink being bought out by a more competent enterprise [redacted]

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, Ms [redacted] ’s billing concerns were addressed and resolved on March 7, At that time, an adjustment of $was processed and the monthly billing was correctedI left Ms [redacted] a voice message with my contact information for any further question or concerns in regards to this complaint [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 meBut only because I don't think this business is capable of actually resolving this issue to any satisfactory degree It has been more than a pain to deal with this company over the phone and I don't wish to spend any more hours on the phone talking to a brick wall that doesn't even communicate well within it's own company It's too bad they don't have more competition Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have made it clear from the point that I received the original bill in question that I had been misguided and misinformed by representatives of Centurylink's Billing and Sales Departments with regards to these charges and changes made to my account during the month of March which resulted in the adverse affects to my bill I have spent spent several hours trying to work with Centurylink agents from various departments, however I have been offered no reasonable means to dispute these charges, regardless of how they were representedA letter has been sent to Centurylink and copied to my attorney as of march 22, detailing my concerns and satisfactory resolution but I have yet to receive verbal contact from Centurylink agents Sincerely, [redacted] ***

CenturyLink appreciates the opportunity to review Ms [redacted] ’s accounts, [redacted] and [redacted] *** Account [redacted] This account was established on August 24, Ms [redacted] was leasing the modem The account was not enrolled in Auto Pay but did have Paperless billing The account was suspended for non-payment on November 12, and disconnected on December 3, 2015, with a November 12, effective bill date The December 28, Closing bill correctly reflected a $Early Termination Fee A payment was made on December 29, and an order for a new account was issued Since new service was installed, a credit for $was applied to the account on January 12, On February 2, 2016, the account was billed $for unreturned equipment, as the leased modem was not returned Account [redacted] This account was established on December 31, Ms [redacted] was not being billed the monthly lease charge for the modem This account was suspended for non-payment on February 18, and again on April 19, A payment was not received and the account was disconnected on June 7, 2016, with an April 19, effective bill date The account was correctly billed an Early Termination Fee The account currently reflects a $balance due The balance due is valid and has been sustained Our records do not reflect Ms [redacted] has returned the leased modem Nor was she paying the monthly modem lease charge on the new account The $for the purchase price of the modem reflected on account [redacted] is valid and has been sustained [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because:Here is my account number if they wish to respond now Took them weeks to respond to that one[redacted] ***I was told by CenturyLink that VP's do not respond to the common people/customers of centurylink That it is below them and that a VP will never respond because they get paid too much! Sincerely, [redacted]