CenturyLink

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 trainingThe customer will need to call in and request disconnection of service due to the internal systems still showing usage as of December (can’t see January) and the need to validate this is the person that is authorized to disconnect service (the account holder)There isn’t any term commitment on the account any longer and the customer can request that the disconnection date be the last bill date in DecemberI have noted the account accordingly CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

Complaint: [redacted] I am rejecting this response because:CenturyLink eventually did perform the work as ordered but failed to respond as I had requestedAdditionally, services were subsequently added to my bill which were never ordered and no explanation could be offeredThis required more effort on my part to communicate with the company and convince them to remove Services from my account and adjust the billingI find this practice to be totally on acceptable Sincerely, [redacted] ***

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: After reviewing the statistics on this line it appears that the customer is actually getting almost 117% of the provisioned/paid for download speed and 99% of the provisioned/paid for upload, at least to the network interface on the side of the residence This is well within the threshold of the speed offered or within the 80-percentiles That said, Centurylink has issued an escalation to the tier two tech support group who will contact the customer and see if there isn’t something on the CenturyLink or customers side of the wiring that can be addressed so that the specifications seen are what the customer is getting awhile hard wired to the modem This is important to note, the wireless signal in any instance from any provider will almost never be as significant as the wired connection; multiple devices on one connection will also create bandwidth issues on some or all devices at one time or another too 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 received and Reviewed the Revdex.com complaint from Courtney regarding a charge for a unreturned modem on a closed accountI reviewed the closed account bills and notes history I don't show the customer was paying lease fees as she would if it was a leased modemDue to our billing error I have adjusted the charge of $off the account which has already processedCenturyLink would like to apologize for this error and the frustration trying to get it resolved.Sincerely,Mr[redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The effective billing date for all CenturyLink services was dated for April 29th, Any charges paid or billed up to June 6th for CenturyLink services have already been backdated to that April 29th effective billing date The customer received a refund for those CenturyLink charges in the amount of $ The other charges were invoiced to Centurylink from [redacted] and covered the customer for those services provided by [redacted] These are invoiced to CenturyLink and already paid, in advance of the billing so that the customer does not experience and interruption in service Any and all [redacted] charges in this case are valid and have already been paid to [redacted] by Centurylink and subsequently paid for by the customer Any disputed charges incurred from [redacted] are not adjusted by CenturyLink as we are merely a third party biller in this caseThe customer is responsible to contact [redacted] and cancel the [redacted] services if they no longer wish to have them Since the CenturyLink services were canceled the customer’s payments to cover the [redacted] portion of the bill are good for services rendered by [redacted] up until the dates the last invoice was received and paid for by CenturyLink The customer will need to petition [redacted] for any period of time they charged the customer VIA CenturyLink that the customer feels are in error as again, CenturyLink is just a third party biller in this instance, not the company that generated the charges CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaint Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because:I have emails showing when the original install date was scheduled forThe old service was only to stay active until the end of May on the 29th when we moved out completelyWe closed on the new home and moved on 5/ALL the calls we made both in May when I service never got turned on as scheduled and then in June and July which were to get the billing and service cancelled at the old house if you review more closely, why would I have made so many repeated calls for just billingIt was all for trying to get them to disconnect service at old addressplease forward me ALL phone conversations since May 15th including the ones where I was transferred to multiple depts over hoursI have cell phone records to prove the multiple calls and length of each Sincerely, [redacted] ***

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 trainingThe order to put in phone and internet was submitted on March 9th but completed on April 19th, and the order to disconnect the service was completed on April 25th, when the customer called in and indicated the phone service was not workingA modem was sent to the customers house and verified delivered on March 9th at 3:pm and left at the back doorThere seems to be a discrepancy ion the dates of the order completion and the date the modem was to have shippedEven though the customer indicated on April 25th, when calling in for telephone/technical support that she never received a modemDue to these discrepancies CenturyLink has issued and adjustment to remove the charge for the unreturned equipment which brings the account balance to zeroThe process to have any hard credit inquiries removed is as follows: Customer must mail a written statement (No Fax, Email, Phone calls) to: Centurylink Oliver Rd Monroe, LA Requirements of the letter are as follows: Full Name of Customer Date the inquiry was ran per their credit report (we need the exact date) Statement requesting the removal of the inquiry SSN (not required but helps quicken the process) Current address Signature and Date (this grants us permission to access the credit report) CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] Executive Office Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

03/06/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 reviewed the term promotional discounts and pricing for Ms [redacted] ’s serviceI found that Ms [redacted] was advised of the technician installation feeCenturyLink is billing Ms [redacted] correctly for the service she subscribes to:-----------------------------------------------------------------------------...⇄ BroadbandPackage Charges $63.95DiscountsPromotional Discount -$(Expires 09/30/17)-----------------------------------------------------------Package Charges After Discount $25.00Router Equip Fee 9.99----------------------------------------------------------------------------...⇄ Ms [redacted] ’s monthly rate is higher due to taxes, fees, surcharges and late feesI would advise Ms [redacted] to register to CenturyLink autopay to avoid late fees and timely paymentsCenturyLink’s online payment option has been found to have no outages or issues with conducting paymentsI advise Ms [redacted] to utilize the click to chat option for assistance if she continues to have issues while making a payment I reviewed Ms [redacted] ’s calls to report any service issues and I found 2: *10/11/9:15pm: wifi/wireless issuesThe agent assisted by resetting the wifi/wireless passwordMs [redacted] was able to connect to the web *12/29/10:33pm: no internetThe agent assisted with Reset of modem/router and DslamMs [redacted] was able to connect to the web Unfortunately, CenturyLink only offers credits for out of service when the service is non-functioning for a full hours and must be reported to CenturyLink internet help desk ( [redacted] ) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notationsCenturyLink does not guarantee the Wi-Fi/wireless speeds and connection due to the possibility of so many out of our control possibilities of interferenceThis is the reason we do not charge for this portion of serviceWe do our best effort to support but again can’t guarantee itBandwidth is provided on a per-line (not a per-device) basisThe bandwidth available to each device connected to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factorsThe speed of the Service will vary based on network or Internet congestion, the computer configuration, the condition of lines and the wiring inside the residence, among other factorsCenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms [redacted] ’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 finds no credit adjustments to be warranted and has closed this complaintSincerely, [redacted] ***

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 the customer is currently subscribed to higher levels of service than the promotion that he is referred to The promotion for $dollars is for The Prism Essential package and the customer is subscribed to Prism Preferred which is a larger channel package which costs moreAlso the it states that promotion is for internet speeds up to 12MBPS the customer is subscribed to 40mbps which increases the price as wellThe only additional fees that are showing on the customers account is an equipment lease fee and standard taxes an feesThe customer can contact our customer care and lower his service levels to what that promotional flyer is stating to receive that pricingWe apologize about the frustration and hope that we have helped clear up some of the confusion with the customers billSincerely, [redacted]

CenturyLink appreciates the opportunity to review [redacted] ***’s account [redacted] *** Our records indicate [redacted] spoke with a representative on November 21, An order was issued to add CenturyLink Home Phone, Internet and [redacted] serviceThe CenturyLink service was installed on December 6, with a promotional discount which included a twelve-month commitment As stated on the monthly billing statements, [redacted] was receiving a reduced monthly rate for her High Speed Internet service because of the 12-month term commitment The Early-Termination Fee is not a penalty Rather, it is an offset or recovery of CenturyLink costs related to early termination and the discounts associated with the term commitment There are no notations on the account that indicate [redacted] called to question the verbal commitment or the associated discounts [redacted] was receiving a $monthly discount Our records indicate [redacted] disconnected her service on May 31, She was correctly billed a CenturyLink Early Termination Fee on the June 5, Closing bill The CenturyLink Early Termination Fee is valid and the charge has been sustained Regarding the [redacted] Early Termination Fee, [redacted] would have received a [redacted] confirmation letter, which includes information regarding the [redacted] term commitment In addition, she would have signed a document when the service was installed It is my understanding that this document also includes information regarding the [redacted] term commitment To date, the CenturyLink bill does not reflect a [redacted] Early Termination Fee This charge may be billed by [redacted] in a separate [redacted] bill, as the accounts are not longer combined for billing purposes [redacted] would need to contact [redacted] to get more information and to dispute the [redacted] Early Termination Fee, if billed CenturyLink regrets any inconvenience [redacted] has experienced [redacted] CenturyLink Customer Advocacy

04/27/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings:Upon research of Ms [redacted] ’ CenturyLink account, I found the package pricing to be as follows:Internet Bundle Savings Internet -Pure Broadband Promotion -34.05Advanced Modem - Lease ------------------------------------------------------ Internet Monthly Charges Total $(before taxes fees and surcharges)XTRA HBO, STARZ, SHOWTIME, & CINEMAX NFL SUNDAY TICKET MAX Additional TV - Clients Advanced Receiver Primary TV CenturyLink Bundle Savings -XTRA Save $for Months -XTRA You Save $for Mos -XTRA Mo Instant Rebate -HBO, STARZ, SHOWTIME, & CINEMAX Mos Free HBO/STZ/SHO/MAX ------------------------------------------------------- [redacted] Monthly Charges Total $(before taxes fees and surcharges)_____________________________________________________Total [redacted] and CenturyLink charges $(before taxes fees and surcharges)CenturyLink quotes package pricing and promotions as an estimation of charges before taxes, fees and surchargesAll pricing is subject to change depending upon promotional timeframes or product, equipment, taxes, fees or surcharge rate increase.I have adjusted the difference of the quoted amount and billed amount for the days of service billed in the amount of $($billed rate - $quoted rate = $difference / days in a bill cycle = $a day for difference x days of service provided (11/11/to 04/04/2016; days) = $+ $taxes = $103.79)I have also issued an adjustment for the late fees that were charged to Ms [redacted] billing statements in the amount of $(02/07/statement late fee: $+ 03/07/statement late fee: $= $14.00).Ms [redacted] was responsible for calling [redacted] to remove the movie channels on or before the free months expired to avoid paying the additional cost (per the agreement with [redacted] signed during install)The remaining balance of $is sustained as valid.I apologize for any frustration this misquoted rate may have causedProper coaching has been sent to the agent’s supervisor for coaching/disciplinary actionCenturyLink has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

10/02/ CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] regarding agent behavior Below are our findings: Upon research of Ms***’s CenturyLink account, I reviewed the call and sent the information to the agent’s supervisor for additional review for coaching/disciplinary action An order to disconnect Ms***’s service was placed the same day however on 09/30/Ms [redacted] had requested to cancel the disconnection for a later date due to heavy rain and floodingShe had advised the agent that she would call back to cancel at a later date 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

Complaint: [redacted] I am rejecting this response because: ME: According to representative from Century Link she gave me a promo to bundle Internet/ [redacted] at the time I was transferring mi internet service to new address She said I was going to get $ [redacted] Card from [redacted] and $discount on my internet bill from Century Link.ME: This was not what I was offered! >(The gift card offered was for $and has been submitted on July 26th, and can take up to weeks to arrive.) ME: I signed to this and had issues in the past for same reason but I was signed in for autopayME: I did sign in > (In additional to this the customer will need to sign up for autopay and paperless billing to get the additional $a month for the remainder of the promotion.) ME: Century link gave me a promotion that's the reason I gave them a call to review the monitored call Yes they called [redacted] with me on phone but not much changes were done I requested to get off contract with [redacted] cause I was falsely dragged to a year contract saying I was going to only pay $total monthly bill for bundle If I knew I was gonna pay over one hundred a month for two years I wouldn't accepted promotion I argued on the phone cause [redacted] said I had to pay almost $to get off contract I said Century Link should take care of this cause they got me into this mess Guy from century link said he couldn't do anything about it I called them before I had a month with both services at new address ME: I don't agree!>(Centurylink has no control over the programming but the customer did speak to an agent who quoted monthly charges of and the respective pricing.) ME: The first bill I got as a bundle from century link was $I moved to new address on June 23, They connected service day before How can they say that the large bill was until August when I haven't miss payments and I'm getting bills The point here is I was suppose to pay only $a month for bundleThey are charging me $for two months because of the three way call I took away things that were in the promo to lower the bill Which was not much cause bill is going to go back high in two months cause they can't do nothing elseI'm upset cause I called before the month was due to get off [redacted] contract cause off their advertisement promo they gave me I'm building my credit and I'm forced to stay two years unfairly with [redacted] ** I still have to pay my bill cause I want to protect my credit from being damaged by them.ME: This really makes me upset! This is false! (The large bill the customer has is due to almost 2+ month’s date’s worth of services and credits that applied due to the moveJune 22nd all the way to august 6th.) ME: century link sent me a modem I had to send back I was there customer already had a modem They had no right or reason to send another one They still charging me a monthly fee for modem I own my own and I'm being charged for a modem that was returned to them.ME: They still charging modem>(As for the contract, the customer has had the modem charge removed from the monthly cost and can get an additional $off for the duration of the promotion if the customer signs up for autopayment and paperless billing as mentioned above.) ME: Don't know what is this.?>(The lease fee of $month for the life of the service far exceeds any error in the offer implied or understood.) ME: So now they don't have the monitored call from the promotion I was offered Not right! I'm pretty sure they have the monitored call when they called me to confirm I was right!(Unfortunately the call is not available as it was only kept for daysIf the customer does not want to accept this going forward they may choose another provider and the account will be noted to allow them to cancel or change providers with no early termination fee from Centurylink and the service they provide.) I really want to get off this contract with [redacted] with wave fees! I don't want to be stuck two years paying over a hundred dollars for tv The promo was according to representative was only $both in bundle a month Sincerely, [redacted] ***

After further review with Mr [redacted] , We could not look further into the complaint due to the account disconnectedI did agree to issue Mr [redacted] a onetime credit of $inconsideration to the troubleI Advised Mr [redacted] , the refund in form of check can take 14-days to receive [redacted] Customer Advocacy Group

CenturyLink appreciates Mr [redacted] giving us the opportunity to review his concerns regarding our web site There are two links on the web site that give additional details, Promotions Details and Product Details These links give customers additional information regarding restrictions, limitations, and requirements for the products and promotions 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 his CenturyLink billing disputerThis complaint was previously addressed by our office as an [redacted] complaintPlease see the attached responseCenturyLink apologizes for any confusion Sincerely, [redacted] CenturyLink Customer Advocacy

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 service was placed on vacation suspension April 6, The May 4, bill reflects the change and a credit balance for $ The September 4, bill is the first bill that reflects a balance due, as previous months were paid using credit balance The September 4, bill reflects a $balance due This account does not reflect a payment for $posted this account The account is still on suspension CenturyLink can open a Payment Investigation for the $payment that was debited from Ms***’s account I would need a copy of the bank statement that shows the payment, which should include the transaction number If the debit was made by check, I would need a copy of the cancelled check (both front and back) Ms [redacted] can email the document to my attention ( [redacted] *) at [redacted] or she can submit the document via the Revdex.com complaint If Ms [redacted] has another CenturyLink account, which the $payment was applied, I would need that account number investigate further CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

Initial Business Response / [redacted] (1000, 9, 2015/10/08) */ 10/8/Centurylink has reviewed the customers account regarding A $Visa gift card they were offered when they called in to make changes to their serviceThe customer stated they decided to go with the three year price lock promotionIn order for customers to be on the three year price lock and be eligible to receive the $Visa gift card the customer would have had to added two new products such as a phone line and [redacted] TV serviceThe customer only added one product, a phone lineThe three year price lock carries no term commit and the customer can disconnect services without penaltyThe customers account was issued credit for the August bill $and the September bill $The customer carried a past due amount of $from their previous account number of XXX-XXX-XXXXThe customer would need to contact the business office to disconnect the phone line or all services as the responsible party is the only one who can make changes on their accountIf the customer decides to disconnect service they need to make sure they return the leased equipment to avoid being billedCenturylink apologizes for the misinformation and poor customer service received regarding this matter ***/Centurylink Manager Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did enjoy Centurylink as a carrier and I would like to continue as a customer, however as I mentioned the service offer did not require any other purchase with [redacted] tvI have attached several screenshots of the offer and emails of the original offers verifying my claimsI also appreciate the offer of payment on the accountAlthough this is not the original offer I felt Centurylink made an attempt to meet me in the middleMy concern is that Centurylink has claimed the price lock guarantee and the monthly bill is different than the quotes and offers given me originallyI ask that the 3yr price lock is in fact applied to my account and that the cost remain as promisedThe bill for both,the phone and internet should total $as promisedI would like to continue as a Centurylink customer if this offer/price quote can be fullfilled Final Business Response / [redacted] (4000, 13, 2015/10/26) */ 10/26/The package rate bills at $a month minus the $internet and home phone unmlimited year price lock discount reduces the package rate to $before taxes and surchages are appliedThe customer is receiving two additional discounts a $loyalty discount for twelve months as well as a $loyalty discount.The charges billed for services are correctAgsin the customer can disconect the services with no penalty ***/Centurylink Manager Final Consumer Response / [redacted] (2000, 15, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the offer with the discounts appliedI feel Century Link made an attempt to resolve this issue

03/04/2016/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings:Upon research of Mr***’s CenturyLink account, I found this issue had already been resolved by the agent Mr [redacted] spoke with on 02/04/The agent added the missing discounted code to take effect the f02/01/bill statement and issued manual credits to compensate the 02/01/bill statement after the account was changed to CenturyLink’s pure broadband (internet only)As shown on the 03/01/bill statement:Billing Date Mar 01, Previous Balance Adjustments -New Charges ------------------------------------ Credit Balance -$67.43As this issue had already been resolved, CenturyLink has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response / [redacted] (1000, 4, 2015/09/18) */ 09/18/ CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] ***Below are our findings: Upon research of Mr***'s CenturyLink account, I found this issue had already been resolvedOn 09/09/a credit in the amount of the balance due $was requested and the collections department was notified to cease collections attemptsThis balance has not been reported to the credit bureau as it was in pre-collectionsOn 09/17/2015, the credit was fully applied to the account leaving the balance on Mr***'s CenturyLink account to be $A final bill statement will generate and begin the mailing process on 10/01/(allow 7-business days for delivery) to reflect the credit and the $balance I apologize for any inconvenience this may have causedAs the credit was issued, collection attempts have been ceased, the balance was not reported to the credit bureau and the knowledge of the final statement date has all been advised, CenturyLink finds this issue to be resolved Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is a satisfactory solution thank you