CenturyLink

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] [redacted] [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 of Mr [redacted] ’s account,I have verified that there have been two calls, concerning Mr [redacted] ’s internet, made to technical support in the past monthsOn 11/15/Mr [redacted] spoke to technical support concerning slow internet speedsThe agent found that he was using a third-party modem and assisted with the features and settings on the modemDuring this call he was advised that the terminal which provides internet service to this area is experiencing bandwidth exhaust Customers in this market may experience slow speeds, packet loss and latency during peak hours, including nights and weekends The site is capped and new subscribers are not permitted at this timeCurrently, CenturyLink does not have any upgrades planned due to high costOn 01/24/2018, he contacted technical support again and was advised of the bandwidth exhaust issue againOn that call the agent issued a credit of $ CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr [redacted] .AmberCenturyLink Customer Advocacy Group

To whom it may concern: I have reviewed the customers’ complaint and found the following: CenturyLink would be happy to investigate any issues the customer has but is unable to at this time with the information provided in this complaintThe name returned an account but the information on the account found does not match any of the other information as stated in this complaintThe customer will need to provide the account number and the service address in order to address this complaintThis can be via the Revdex.com rebuttal process or directly to the manager handling the case at [redacted] 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 Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care [redacted]

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint, reply and rejection to the response givenAt CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training and that is applicable to this complaintPart of the process on this side of the complaint is isolating the root cause and addressing itThis is an internal process and because the employee(s) may be bargained for employees and in the interest of privacy these guidelines and corrective actions are not publicly discussedThe complainant has indicated all that was requested in the complaint settlement have been metCenturyLink provides that this is sufficient to close the complaint as resolved Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink apologizes for difficulty in getting this equipment issue resolvedCenturyLink has adjusted the charge and subsequent late fee for a total adjustment of $119.25, reference number [redacted] The customer has months remaining on the tem of service and if canceled prior will be charged and early termination feeIf after the current promotion expires the customer cancels service there will not be any early termination feeCenturyLink 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

Complaint: [redacted] I am rejecting this response because: PROOF? Where is the proof of the alleged consentTo be put under a contractual obligation Century link needs to obtain either a recorded acceptance or the agreement or in writingIf you can provide proof I'll pay double to termination feeCentury link is providing claims and is lying about existence of any contract Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I was never told the things that they are claiming that they told me.In addition to this I just received another bill with the early termination fees.The representative lied about their corrective actions in the response to my Revdex.com complaint and they have done nothing that they said they would do to make this right.I have attached the most recent bill that still includes the charges that they have claimed to have waived, Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because CenturyLink is not taking responsibility or acknowledging that they have told me differing explanations for why my bill is higher than what was originally quoted before the internet installationCenturyLink does not seem to have a consistent understanding or communication within their organization of how their billing works and now they are using a new excuseDue to this inability of CenturyLink to take responsibility for their mistake, I am claiming that they falsely advertised to me when I originally made the internet installation purchaseJust as a summary, here are the separate and differing explanations that CenturyLink has provided throughout the course of this issue1.) Initial CenturyLink billing agent claimed that I did not understand the taxes and feesMy response: The taxes and fees are clearly shown on the bill and furthermore do not account for the discrepancy2.) The second CenturyLink phone agent claims that CenturyLink accidentally provided me internet rates from another sales regionMy response: If this were true, then CenturyLink should have to take responsibly for the lower rate that was quoted.3.) The third CenturyLink agent, calling after the Revdex.com case submittal, now claims that I was quoted a year term vsmonth-to-monthMy response: The original sales agent from CenturyLink did not disclose this informationThis explanation would make sense if the original sales agent had disclosed this informationSince the information was not disclosed, I'm requiring that CenturyLink take responsibility for the original sales quote.I would like CenturyLink to take responsibility for their internal miscommunication and provide the internet service at the price it was quoted on the original sales callPlain and simpleIf they are not willing to do this, then this case will remain as an unresolved complaintI'm not interested in more explanations from CenturyLinkAs it stands, I have received differing explanations, each with their conflicting issues Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Each month my billing seems to be differentThis is why I must respond nowI do not want this to close until I see the next couple of months billsThis has not been the first time I was charged a late fee and I wasn't lateI would like to make sure I do not go through this againI have spent enough time on the phone with Century LinkHaving to feel that I had to go to this extreme has been extremely unpleasant Sincerely, [redacted] ***

CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his account, ###-###-#### *** As reflected on the monthly statement, Mr [redacted] was receiving a reduced rate for his Internet service because of his twelve-month commitment Mr [redacted] disconnected his account on February 19, 2016, which was prior to his October 26, commitment He was correctly billed a $Early Termination Fee on the February 29, Closing statementIn an effort to satisfy, CenturyLink has agreed to adjust the Early Termination Fee A credit for $was issued on March 9, The current balance due is $ CenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy

I have reviewed the complaint from [redacted] stating the service he ordered never worked he is requesting a refundI reviewed the closed account showing most of the charges were already adjusted on 5/22/I adjusted the remaining balance the customer has been advised they need to return the modem to avoid any further chargesWe apologize our service didn't work and certainly understand their frustration.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] 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 A technician was dispatched on October 25, and found the service was good to the Network Interface A Broadband Escalations Representative spoke with Mr [redacted] and confirmed the service was working properly Three technicians in five weeks have been dispatched All confirmed the service tested good at the Network Interface While the service appears to be working correctly, an adjustment for one month of service has been applied to the account, in an effort to satisfy A credit for $was issued on October 26, and should be reflected on the November 22, bill CenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted]

CenturyLink has reviewed our previous responses to Ms [redacted] 's issueWe have no new information to add and find our original investigation and response to be validCenturyLink has closed this complaint.Sincerely, Mr [redacted]

Revdex.com: I have reviewed the response made by CenturyLink in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, pending verification that any negative credit references have been removed from our records Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Again, nothing is produced to show that I was aware of the terms of the agreement before the "new" internet was orderedAdding terms to a bill after a order has been completed does not make them validYes, you could argue it is my prerogative as a customer to make sure I view the bill and find those terms but not creating that expectation and understanding when you create a new order with a customer is deceptiveAdditionally, I was told by agents that I different answers that also created the expectation that I would not have to pay the "early termination fee".As far as the error in the billing credit if you are not penalizing a customer but are instead using it to recover your costs shouldn't that fee also be prorated? Since I completed my 11th month of service the fee would be prorated to $There are also no terms showing what penalty would be incurred in the event of early termination.The fact that those terms were not disclosed before service began is deceptiveFurthermore the quoted verbiage only states that my discount would discontinue and nothing about an early termination feeFor those reasons I believe the fee is still invalid Sincerely, [redacted]

CenturyLink appreciates the opportunity to review [redacted] ’s account, [redacted] Per the notations on the account, [redacted] was quoted $for overnight shipping, not the $she claims in the Revdex.com complaint However, this information was incorrect and [redacted] was correctly billed $for overnight shipping In an effort to satisfy, a credit for $was issued on September 29, CenturyLink has no record that [redacted] contacted repair to report problems with her service The account was suspended for non-payment on August 28, CenturyLink respectfully denies [redacted] request for further compensation [redacted]

Our records indicate [redacted] also submitted a complaint with the [redacted] Office of the Attorney General (# [redacted] ) regarding his concerns A response from CenturyLink was sent to the [redacted] ** on August 10, Please refer [redacted] to the AG response for more information CenturyLink regrets any inconvenience [redacted] has experienced [redacted] Customer Advocacy Group

Complaint: [redacted] Mr [redacted] , My dispute is that I was intentionally mislead to think that there was no cost to cancelling when I first signed up for CenturyLink’s serviceThe sales representative who knocked at my door on 09/22/said I could cancel at any time; she was correct I could cancel at any time, but what she intentionally neglected to say was that if I canceled at any time within the first months I would pay early termination feesTo the contrary, the sales representative repeatedly said I could cancel at any time, implicitly implying there was no cost to try CenturyLink’s servicePlease review the attached order formsIs it your contention I should’ve known that the sales representative was intentionally misleading me and construed from the handwritten ‘of months’ on the package page and the general small print on the order information page that I was actually agreeing to a term commitment with attendant early termination fees? “You can cancel at any time,” is very different from “If you cancel at any time within the first months, you will be responsible for paying early termination fees of up to $for Internet and up to $for Prism.” In addition, what the 06/21/transcript does show is that CenturyLink’s online customer service representatives are trained to obstruct a customer’s request to cancel service with multiple transfers, escalating early termination fees and a protracted chat duration—it took hour and minutes with three different customer service representatives to cancel my accountWhen I told the first representative I wanted to cancel, I was transferred to a second representative who told me I would be responsible for paying up to $for early termination of the contractI still insisted that I wanted to cancel and was transferred to a third representative who told me I would be responsible for paying early termination fees of up to $for the Internet and up to $for PrismIn addition, the third representative tried to end the chat prematurely twice by typing, “I have not heard from you for a couple of minutesDo you still need me to keep this chat conversation open for you?” CenturyLink has employed deceptive sales and customer service practicesI will not pay the early termination fees of $for Internet and $for Prism Regards, [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: CenturyLink would like to apologize for the difficulty in getting this issue resolvedCenturyLink has adjusted the final bill issued in the amount of $which negates all the charges billed the customerCenturyLink 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 has reviewed our previous responses to Mr [redacted] CenturyLink has thoroughly investigated the issue After careful consideration, we believe our original investigation and responses to be valid CenturyLink has closed this complaint [redacted] CenturyLink Customer Advocacy Group