CenturyLink

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 CenturyLink regrets the installation delays Mr [redacted] experienced In an effort to satisfy, CenturyLink will adjust the $jack installation charge, which is billing in three installments A credit for $was issued on January 19, for the charge on the January 16, bill I will monitor the next two bills and make the appropriate adjustments 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

Our records indicate Mr [redacted] has made several changes to his account since his service was established on October 6, The changes have caused his monthly cost to fluctuate, as pro-rated charges for services added and removed have been on the monthly statements As an example, [redacted] changed the package and added Long Distance on January 8, On February 11, 2016, Roger removed the Long Distance and changed the package back to the original package On February 26, 2016, [redacted] added Long Distance and changed the package Currently, Mr [redacted] is on an Internet and Home Phone package that includes Unlimited Long Distance The monthly rate is $95, before taxes, fees, and surcharges The account is currently receiving two promotional discounts, $and $ Thus, the monthly cost is $before taxes, fees, and surcharges 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

CenturyLink appreciates Mrs [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, Mrs***’s requesting a refund for the amount of $due to overbillingAfter further review, Mrs [redacted] account has been disconnected and credit has been givenThe removal of service was due to a duplicate account issueI couldn’t locate any additional accountsI left Mrs [redacted] a voice message requesting a callback for discussion if all concerns haven’t been addressed [redacted] CenturyLink Customer Advocacy Group

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 verified Mr***’s billing did increase due to some changes that took place with his serviceMr [redacted] has since spoke with our customer service and now is he on the correct monthly promotional rateI have processed an adjustment for $in consideration to the rate increase for the past monthsI apologize for any inconvenience CenturyLink may have cause Mr*** [redacted] CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint regarding conflicting information on our bundle promotional pricing We apologize for the misinformation the customer received in comparison to what was listed on our website we understand how that would be frustrating to say the least We do appreciate them letting us know about this situation and would be happy to further assist if they have any unresolved questions with a CenturyLink account.Sincerely,Mr[redacted]

Initial Business Response / [redacted] (1000, 4, 2015/10/02) */ I have received and reviewed the Revdex.com Complaint from Mr [redacted] regarding the charge for an unreturned modem on his old accountI have reviewed the charge and account notes showing the charge for the modemWithout a tracking number from the customer there is no way to determine where the modem ended upSince the customer is still a current customer and this was a result of moving service I am giving the customer the benefit of the doubt and have adjusted the charge off the old billCenturyLink would like to apologize for the time spent and frustration this has caused Sincerely, Mr [redacted] Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I actually located the modemThis is partially my fault for not checking my deliveries better, and partially the fault of UPSThe modem was returned to me by UPS, and I had not noticedI have contacted the main customer service line, and they are sending me a return label for the modemI would like to thank MrTidwell for his understanding, and apologize myself for the failure on my partThe modem will be returned as soon as I receive the return shipping label Thank you, ~ [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: At the time this complaint was filed, the amount in dispute had already been adjusted and the account balance at zeroCenturyLink provides that this is sufficient to close the complaint resolved 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 [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 have verified [redacted] ***’s account has been disconnected, unfortunately [redacted] Wireless credits no longer can be transferred to CenturyLink due to billing limitations [redacted] will need to reimburse CenturyLink once [redacted] Wireless issues a refund checkAfter reviewing all final billing, all charges have been billed correctCenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted] *** [redacted] CenturyLink Customer Advocacy Group

Initial Business Response / [redacted] (1000, 4, 2015/07/10) */ CenturyLink appreciates Mrs [redacted] giving us the opportunity to review the handling of her accountAt CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our training Upon review, I have applied the total amount for the early termination fee of $back to the account due to leaving the service areaPlease allow 7-days for the refund to be processed I apologize for any confusion in-regards to removing CenturyLink Service [redacted] Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer agreed to promotional pricing as of Jusly 10th, The term commitment to get the reduction in pricing is contingent on several criteriaThe promotion agreed to is discounted as follows: There is a monthly term commitment rate (which provides the customer a substantial discount) that is applicable for twelve months and applies as long as the customer maintains service for the same twelve monthsIf the customer cancels the service prior to this term commitment, the customer did not meet the required commitment and a prorated early termination charge is assessed, in this instance $When a customer agrees (or even if this disclosure was missed) the customer is sent a letter of confirmation that explains the promotional pricing and the requirements as well the term commitment and any applicable fees should they applyAdditionally, the customer’s monthly billing statements all have this information recapped each month letting the customer know exactly which month they are in (of 12, of 12, of etc) in regards to the reaming term obligation to fulfill this commitmentIf all the obligations are met for the promotion the customer would have received in excess of $40+ dollars monthly which far exceed the early termination fee assed on this accountCenturyLink 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

To whom it may concern: I have received and reviewed the customer’s complaint and have the following to reportI have contacted the customer by phone to discuss that adjustment and the return of the equipment if we adjust it off the billCenturyLink 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 a copy of the Revdex.com complaint filed by Ms [redacted] , regarding a billing disputeAfter investigation of Ms [redacted] 's account it has been found that the charges are valid and at this time we sustain the chargesOur investigation showed that Ms [redacted] failed to meet the promotional requirements of setting up auto payment and paperless billing which caused the rate to be $more a monthOur records also indicate that she was informed of this at the time of the installation and when she called regarding the rate on her monthly billing statementsFurthermore the account was under a month service agreement which was broken so an early termination fee was assessed on the account for closing the account before the months had expiredOur records also indicate that the customer was leasing the modem for $a monthWe do not offer a lease to own program with our equipmentCustomers have the option to lease a modem for $a month which carries a warranty for the whole time that it is leasedThe second option is they can purchase a modem for $and we will warranty the modem for yearWe do not convert lease payments into the purchasing of a modemThe modem has not been returned after service was canceled therefor a unreturned equipment fee was also assessed on the accountWe have sent another return label should Ms [redacted] choose to return the modem to us the unreturned equipment fee will be reversedPlease obtain a tracking number from [redacted] for your records if the modem is shipped backCenturyLink appreciates Ms [redacted] 's service to our country as a Veteran, and apologizes for the frustration she has expressed Sincerely, MrC [redacted]

CenturyLink appreciates [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 [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 [redacted] ’s account was established on February 9, with a leased modem Our records indicate [redacted] called March 23, regarding the leased modem charge and received a $credit There are no other notations that [redacted] called to dispute the charge until May 2, 2017, when the order was issued to disconnect his suspended account In an effort to satisfy, CenturyLink has adjusted the modem leased charges over the $purchase price of the equipment [redacted] was billed a total of $for the leased modem The account received a $credit on March 23, and $credit on the April 27, Closing bill, leaving the total amount billed $ A credit for $was applied on July 20, The current balance due is $ Since the account records indicate [redacted] has a leased modem, [redacted] ’s account will probably be charged the purchase price of the equipment, since it has not been returned I will monitor the account and make the necessary adjustment, if billed CenturyLink regrets any inconvenience [redacted] has experienced [redacted] CenturyLink Customer Advocacy

To whom it may concern:I have received and reviewed the customers’ complaint and found the following:The customer’s payment history is as follows:The February bill in the amount of $67.74 which was due March 11th, 2016 did get received and applied on March 9th, 2016.The March bill, Due on April 8th,... also in the amount of $67.74 and due on April 8th, 2016 has not been received and as indicated by the customer has not bee cashed.There are any number of reasons this could be but since CenturyLink has no record of ever receiving this payment, the balance was carried forward and the amount of the April bill reflects this balance carried forward plus current charges of $72.71 due by May 10th, 2016The next payments received were on May $18th in the amount of $67.71 and on June 10th, 2016 in the amount of $72.71.Since the one missing payment was the same amount back to back, it may have thought to have already been sent when it was not or got lost in the mail etc. but CenturyLink never received it.One of the late fees has already been adjusted and as long as there is balance carried forward, there will be late fees added to the bill.The easiest way to avoid this altogether is to set autopayment so that there isn’t any issues with the possibility of missing a payment or one that get lost in route to CenturyLink.CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, [redacted] Executive Office Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care

Complaint: [redacted] FOUR TIMES I have submitted an application--the SAME application each time--to Century Link for the Lifeline discount to which I am legally qualifiedEach time I included, OVER AND OVER AGAIN, the documentation proving I am a low-income senior citizenWith the fourth application submitted I also included photocopies of my [redacted] driver's license and [redacted] card, clearly showing both my date of birth and social security numberCentury Link is lying if they say they never received this informationAn honest and reasonable company would have contacted me to ask for additional documentation had such documentation been needed, which in fact it was notInstead Century Link each time apparently destroyed my application materials and sent me a new blank application to fill out ALL OVER AGAIN, thus showing their utter contempt for me as their customerI have terminated Internet service with Century Link as of July 6, and as of today, July 25, I have also terminated phone service with them as I will not do business with such a dishonest company any longerBut Century Link is still billing me for Internet service through July and phone service through August They are also trying to bill me for changing my long distance carrier when I in fact had no long distance planAnd trying to charge me a late fee when it was they who refused to revise my bill after I terminated Internet service with themI will never do business with this horrible, ruthless, dishonest company company again Sincerely, [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 The company did not comply with the original offer, but has offered some compensation They also have given me a contact person and number if other issues should arise Sincerely, [redacted] ***

I have received a copy of the Revdex.com complaint filed by Mr [redacted] Thank you for bringing these concerns to our attention and allowing CenturyLink to investigate the issueI 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 wellCenturyLink appreciates the opportunity to review Mr [redacted] ’ concernsAfter reviewing Mr [redacted] ’ account it was discovered that: There was a notice regarding the increase to the Internet Cost Recovery Fee included with the March 10th, invoice stating, “Effective with your April bill, you may notice an increase in the rate for Internet Cost Recovery, to a new rate of $The Internet Cost Recovery Fee helps deflect the costs associated with building and maintaining the CenturyLink broadband networkIf you have any questions about this notice: residential customers, please call a Customer Care Representative at ###-###-####; business customers, please contact a Customer Care Representative at the telephone number printed on your bill ” The billing is correct for the services that Mr [redacted] ’ currently has on his account CenturyLink regrets any confusion there may be because of the billingI apologize for any inconvenience and frustration this issue may have causedSincerely, [redacted] CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from [redacted] regarding a missing payment and a lease vrs purchase modem issueI have reviewed the account and show credits have been issued to cover the modem lease charges a order has completed to convert it to a purchaseI don't show we have received any payments to the account the notes suggest the customer needs to contact our Credit Department to provide additional banking information [redacted] We apologize for the time spent and frustration these issues have caused and are happy to further assist as neededSincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is somewhat satisfactory to meAfter I filed my complaint with the Revdex.com I took it to Facebook and a guy named [redacted] responded and told me he would get rid of the charges and take it off my credit reportAt this point all I want is for this to be absolutely 100% off my credit report and charges waived because I never did anything wrong and I did everything within the guidelines Sincerely, [redacted] ***

I have reviewed the Revdex.com Complaint from [redacted] regarding a disputed outstanding billing amount from a closed CenturyLink business accountI would be happy to review this closed account to see what we can do to help resolve this dispute if the customer can please provide me the CenturyLink account number I was unable to find it with the information providedSincerely, [redacted]