CenturyLink

01/25/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings:1.) CenturyLink works with other providers called vendors, such as [redacted] and AT&T to sell CenturyLink product and CenturyLink can sell [redacted] and [redacted] Wireless serviceMr [redacted] originally ordered service through a vendorWhen CenturyLink called Mr [redacted] about the due date, Mr [redacted] requested to have the order canceledThe order was canceled and verification was sent to him.2.) Mr [redacted] called to CenturyLink to confirm the cancelation and he wanted to reorder CenturyLink 20m internet serviceMr [redacted] stated he did not want to pay for the standard technician fee to install the modem/routerThe agent he spoke with advised that 20m requires a technician install for a onetime fee of $(before taxes, fees and surcharges) or he could do a self install if the service was installed as 10m (due to different equipment requirements for 10m and under, anything higher than 10m requires a technician install for a onetime fee of $(before taxes, fees and surcharges)Mr [redacted] opted for the 20m with the required technician install for a onetime fee of $(before taxes, fees and surcharges)Mr [redacted] was offered an option to either lease ($a month before taxes, fees and surcharges) or purchase ($before taxes, fees and surcharges) the required CenturyLink modem/routerMr [redacted] opted to purchase the modem router for $(before taxes, fees and surcharges) and have the cost broken into monthly installments ($/ = $a month for months (before taxes, fees and surcharges)CenturyLink finds all onetime charges to be valid.3.) Mr [redacted] ’s internet pricing is as follows:20m Pure Broadband $(standard rate)month promotional Discount -$29.00Autopay promotional Discount -$10.00-------------------------------------Total Package price = $(before taxes, fees and surcharges)This promotional pricing is for any speed of internet with the requirement of CenturyLink autopay.4.) 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 (1-800-788-3600) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notationsBandwidth 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, your computer configuration, the condition of your telephone line and the wiring inside your location, among other factorsWe make no guarantees or representations related to download or upload speedsMr [redacted] has wireless and wired device, it is quite possible that he is only testing at meg on a wireless connection or for that matter with other devices pulling bandwidth away even on a wired connection.As Mr [redacted] is not paying for any particular speed due to the promotion he subscribes to, there is no pricing difference on speed issues due to multiple devises (as explained above) therefore no additional credit is warrantedCenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr [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 situationSincerely, [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 trainingAfter reviewing all concerns with Mr [redacted] , I advised Mr [redacted] , cost increase is due to additional [redacted] service [redacted] terms and service were provided at the installation, any service and billing changes would have to be handled through [redacted] In regards to the CenturyLink bundle billing, I agreed to a onetime credit of $and the removal of the $modem lease to offset the monthly recurring chargesThe credit and removal is inconsideration Mr [redacted] ’s ongoing bundle billing issuesMr [redacted] is satisfied with the resolution and will bundle service once [redacted] ’s billing concerns are addressedCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr [redacted] [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because:It was my past experience with CenturyLink which somebody said which sounded reasonable at the time then nobody followed up responsibly I have to see how they actually do for a few months if they do what they said they would They have no credibility with me Sincerely, [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by Mr [redacted] and found the following: Generally speaking, CenturyLink does not provide upgrade information as it is considered proprietary marketing information The current location is in a sparsely populated area and though there are surrounding communities and areas near that are scheduled for possible upgrade consideration, there isn’t any planned at this time for this location, at least not in the next months The customer is receiving an additional $monthly retention discount at this time and no other discounts are available While CenturyLink understands this may be less than the speed the customer desires it is priced accordingly as all the advertisements stipulate up to a given speed and that not all speeds are available in all areas If the customer’s needs cannot be met by the products Centurylink currently offers there are alternative internet providers that may be able to accommodate the bandwidth and speed requested such as satellite internet providers but these are also substantially more expensive 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

After investigation Mr [redacted] is not owed $as a refund after he canceled his servicesThe customer was billed $on June 19th for the service dates between June 19th and July 18th The customer had made a payment for this amount on July 3rd The service was terminated on July 17th and a prorated credit was generated for the day of service that wasn't used in that billing cycles which was for -$The customer was given an adjustment earlier in the month before canceling of $which is why the customer is receiving a credit of -$Centurylink.Furthermore, Centurylink previously has provided Mr [redacted] with instructions on how to return modem to avoid additional charges for the equipmentCenturylink has closed this complaintSincerely, [redacted]

I have reached out to Ms [redacted] to assure her the disputed Hard Inquiry was escalated to our Credit TeamMs [redacted] will continue to work with me until all concerns are resolvedI apologize for any inconvenience CenturyLink may have cause Ms [redacted] [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because: Previously stated No additional information Sincerely, [redacted]

I have reviewed the closed account showing [redacted] was given a $discount each month for being in a term commitmentCenturyLink reminds our customers every month that they are in a term commitment and when it expires on their bill each month "You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 07-31-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill" [redacted] had received $in discounts during the months he had our serviceBased on my findings the early termination fee is valid and sustainedSincerely,Mr.T [redacted]

05/05/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings:Upon research of Mr [redacted] ’s CenturyLink account, I found CenturyLink had sent bills for account number [redacted] to the same address that is listed on this Revdex.com complaintThe bill statements included [redacted] charges for the time period of 06/29/through 12/14/paid for by CenturyLink on behalf of Mr [redacted] .CenturyLink and [redacted] are separate companiesCenturyLink cannot credit or waive any [redacted] chargesSince the charges were paid for my CenturyLink, CenturyLink finds the charges to be validAs of 04/27/2016, due to a payment made by Mr [redacted] , Mr [redacted] ’s CenturyLink account is at a zero balance.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response / [redacted] (1000, 4, 2015/10/08) */ 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 have verified the credit Mr [redacted] 's inquiring about was processed on October 5, I made contact today with Mr [redacted] , I apologized for the inconvenience CenturyLink may have caused [redacted] CenturyLink Customer Advocacy Group Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/10/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) After opening Revdex.com complaint, issue was resolved quicklyI still feel that opening a federal complaint against a company shouldn't be required to receive adequate customer service and respect

09/06/Per Mr [redacted] ’s requested, CenturyLink Broadband escalations team member, [redacted] contacted Mr [redacted] and explained the exhaustMr [redacted] requested a technician to visit his home [redacted] set an appointment for 09/21/(per Mr [redacted] ’s schedule)As this date extends past the Revdex.com response time, I have closed this complaint as Mr [redacted] ’s request for a technician visit is pendingSincerely, [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 and found the following: Prior to this reply, as promised, the agent previously handling this account issued and adjustment that brought the billing to an account balance of zeroCenturyLink 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, Steve Schwartz Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because: I would like for Mr [redacted] to note that my bill has gone up over $ The only product added to my knowledge with my permission is that of a [redacted] This was added because CenturyLink no longer offered if upon renewal That charge is $ The rep from Centurylink that pursuaded me to go from a routine yragreement to a 3yrcommitment told me that my bill would decrease from the approximate $per month, simply because of the longer contract Mr [redacted] has not responded to this Why would I call in and agree to something that over yrswould cost me an extra $ Also it wasn't' until the call in December when I was attempting to port the number was I ever made aware of a "special" group that could lower my bill In September I was never made aware of this "special" group I called in good faith back in September trying to resolve the issue and was told sorry it is what it is If I am proved wrong on this by way of a recorded telephone conversation I will gladly pay the $ Please read me the transcript where I was offered this "special" group to talk to back in September when I first called The proof is in the pudding, when I renewed for the yr I simply was asking to save money and I end up paying more for a longer period of time This is not acceptable Sincerely, [redacted]

I have received a copy of the Revdex.com complaint filed by Ms [redacted] regarding her bill dispute In review of the account, Ms***’s original quote is accurate Ms [redacted] subscribed to High Speed Internet Service at $54.99, with a $Bundle Discount and Pure Broadband Promotional Discount of $The High Speed Internet totaled $In addition, she subscribed to Prism Essential TV at $with Prism TV Promotional Credit of $and a Prism Promotion of $The Prism billing totals $ High Speed Internet and Prism TV totals $not including taxes fees and surchargesMs [redacted] disconnected her CenturyLink service on May 26, CenturyLink apologizes for any frustrationInternet Monthly Charges Internet Bundle Savings (05/- 06/21) Internet -Pure Broadband Promotion Month of -Internet Monthly Charges Total $ Prism™ TV Monthly Charges Prism Essential TV Prism™ TV Discounts Prism TV Promotional Credit -Prism Promotion -Prism™ TV Monthly Charges Total $ Sincerely, Ms [redacted] CenturyLink Customer Advocacy

05/24/I have received a copy of the Revdex.com complaint filed by [redacted] ***, regarding a billing dispute Unfortunately, Mr [redacted] did not provide his CenturyLink account numberIn order to investigate his complaint, I will need the CenturyLink account number and the *** tracking numberOnce I have the necessary information I will be able to investigate his concernsCenturyLink apologizes for any frustration Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

A credit was processed on 10/23/It can take up to hours for the balance to update in our systemsCurrently the automated system states the balance is $The account has been closed and there will be no future statements being sent out for her account

CenturyLink appreciates Ms [redacted] writing regarding her daughters recent experience with our company I regret to inform Ms [redacted] that she did not include sufficient information for CenturyLink to conduct an investigation In order to investigate the complaint, the CenturyLink account number will need to be provided I was unable to locate the account number with the limited information on the Revdex.com complaint In addition, Ms [redacted] would need to be an authorized party on the account, in order to release any information CenturyLink will be happy to investigate further, once this information is received, [redacted] 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 As previously stated, I will NEVER do business with this company again and I will warn other of the same Thank you for your time Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I still disagree that [redacted] was paid in the arrears and I was assured by your one of your customer service representatives that I would have to only pay a balance of $ When my account for [redacted] was combined with Centurylink billing I was one month ahead on billing and the reason that I received a credit was for the bundling, services and taxes for the part that I was not going to use This is just one of the many reasons I discontinued my services but there is a couple of reasons that telecoms like yourself are going away, and that is because you are not customer centric and over priced poor quality services The way that is was handled and the hours I spent on the phone with your company trying to fix or get a better quality of service only reiterates the lack of vision your company has for its future At this point I am done with trying to resolve this and I can truly say that I will no longer look to your company to provide any of my personal or business needs in the future and I wish you good luck trying to hold your existing service base with your current service offerings and poor customer service, but it's too bad you saw the Des Moines market as a "cash cow" and didn't work harder to provide better service offerings I would have even stayed with Centurylink even with the poor customer service, if you could have provided me the 40M your company promised me that was coming to my area for years Even to this day my area is still only getting 7M of internet for $45, I am getting 100M for just $more, how do you not see something wrong with that business model? I figure at the very least of you over charging me for poor internet service for the last years pretty much covers the $you say I owe you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:well my bill was around $including direct tvThis is an outrage bill that I did not sign up forWhat about my bundleIt has been months and neither had made the bundle Sincerely, [redacted]