CenturyLink

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, Mr [redacted] agreed to the new month promotional terms on March 16, At that time, Mr [redacted] ’s fulfilled the original terms and agreed to the new terms in continuous of the promotional discountsMr [redacted] has been advised of the terms [redacted] CenturyLink Customer Advocacy Group

Unfortunately, before we are unable to investigate this issue for [redacted] , we will need to be provided with the service address where CenturyLink services were provided, and if possible the account number and or telephone number of the account in question Sincerely, [redacted]

CenturyLink appreciates [redacted] giving us the opportunity to review our handling of her installation orders I would like to apologize for the less than exemplary service that [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 [redacted] ’s service was installed on September 15, and the account number is [redacted] *** I will monitor [redacted] ’s account and adjust the CenturyLink charges on her first bill, once it has been issued [redacted] is valued customer and I apologize she was not treated in this manner CenturyLink regrets any inconvenience [redacted] has experienced [redacted] CenturyLink Customer Advocacy

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 for the months of March, April, May and June of 2017, [redacted] ’s [redacted] account billing was sent to CenturyLink and billed with another customer with the same last name, in errorWhen a [redacted] account is billed to CenturyLink, we pay the [redacted] bill and then bill the customer [redacted] ’s [redacted] account was paid by CenturyLink for those monthsDue to this, he was not billed directly by [redacted] for that time frameThe billing is correct and accurate for his [redacted] services for those datesHe may contact [redacted] to verify they billed the account through CenturyLink and not direct to himCenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted] [redacted] CenturyLink Customer Advocacy Group

After investigation of Mr [redacted] 's account it has been found that the customer was charged and Early termination fee because they were put into a one year agreement when the service was set upHowever we don't show the account being notated that the customer was made aware of this at the time of install or time of disconnectionTherefor we have credited back the early termination fee of $that was chargedIt looks like the additional charges that appeared after the final bill was for a modem that I am not showing was returnedIf Mr [redacted] returned the modem we will need a tracking number to locate the modem or if he still has the modem we can send the customer a label and credit the modem charge once the equipment is returnedWe appreciate the opportunity to investigate and help resolve Mr [redacted] 's concernsSincerely, Mr [redacted]

Mr [redacted] ’s original account number was [redacted] ***, not [redacted] as he indicates in his Revdex.com rebuttal His account number was changed on December 23, when his landline was removed His account number changed from [redacted] to [redacted] *** I have attached copies of the December 22, on account [redacted] and the January and February bills on account [redacted] *** The January 13, bill reflects the change As reflected on the bills that have been provided, accounts [redacted] and [redacted] billed for a Home Phone and Internet Account [redacted] billed for [redacted] CenturyLink did not re-open the old account and transferred charges The charges on account [redacted] are for a different products and services [redacted] CenturyLink Advocacy Group

I have received a copy of the Revdex.com rebuttal filed by Mr [redacted] CenturyLink appreciates the opportunity to address Mr [redacted] ’s concernsRegarding Mr [redacted] ’s assertion that that he is paying for up to 12mps internet service, I apologize for any misunderstanding I have confirmed that Mr [redacted] ’s is not being billed for up to 12mps service, which is $a month (when combined with a home phone), but rather he is being correctly billed for up to 1.5mps service, which is $a month (when combined with a home phone)As part of a $per month bundle package, Mr [redacted] ’s internet rate is currently being reduced from $a month to $per monthNone of the rates include taxes, fees, and surchargesThe request for an additional discount is deniedThank you again for the opportunity to further review Mr [redacted] ’s concernsAfter careful consideration, we believe our original investigation and response to be validCenturyLink has closed this complaintSincerely, [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates Ms [redacted] taking the time to share her experience and offer suggestions that would improve her experience in the future Her comments regarding the access to representatives will be reviewed Suggestions from the customers are valuable when making changes Besides a telephone call, CenturyLink has other options available for customers who wish to contact CenturyLink The following link will provide Ms [redacted] with the available options and the hours that representative are available by phone The link is www.centurylink.com/help/contact/?ent=q CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is only partially atisfactory to meIt needs to be restated that 1) it took months for CenturyLink to resolve this, including with Mr [redacted] assistance, and 2) it remains to be seen if the repair of the calling feature will remain in working order, as it has not consistently done so over the last more than a yearCenturyLink has a terrible track record here in Hunterdon County and I am not the only customer frustrated by their lack of expedient and good customer/technical service in many regardsSadly, they are a monopoly here for phone and Internet service for us 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, I verified Mr [redacted] is now on our direct payment option; all future payments should process without any further issuesI made contact with Mr [redacted] for further discussion regards to his internet concernsMr [redacted] has been upgraded to 12mb, performance issues are still a concernI have forward Mr***’s information on to our tier internet manager for a full investigationI provided Mr [redacted] my direct contact information for any further questions or concerns in regards to this complaintI apologize for any inconvenience CenturyLink may have cause Mr*** [redacted] CenturyLink Customer Advocacy Group Tell us why here

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: A request has been submitted to remove the complainants name, address, phone number and email address listed in this complaint from solicitation or any Centurylink direct marketing materialsPlease allow up to days for this information to be updated in the various data basesWhile CenturyLink appreciates the complainants’ frustration the request to stop solicitation that Centurylink controls has been made but monetary compensation will not be given CenturyLink acknowledges the complainants concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] ***

Our records indicate [redacted] also submitted a complaint with the ** Office of the Attorney General regarding his concerns A response from CenturyLink was sent to the [redacted] on June 1, Please refer [redacted] to the AG response for more information I have attached a copy of the email for his review CenturyLink regrets any inconvenience [redacted] has experienced [redacted] Customer Advocacy Group Sent: Thursday, June 01, 4:PM To: ' [redacted] ' Subject: RE: Encrypt Century Link, Inc.: [redacted] [redacted] , We were unable to locate the call on which [redacted] ordered service I contacted [redacted] to get the exact dates he wanted his CenturyLink service disconnected Orders have been issued and back dated to 4-20-for credit purposes There will be no early termination fees I will follow up on the final billing statement to make sure it is correct ***

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: The previous changes to the account do not seem to have resulted in the billing issue/fallout getting corrected as previously expectedPer the customers request a more thorough review of the issue is being conducted and the customer will be contacted no later than Tuesday the 16th of May, to go over the charges and changes made, adjust accordingly and set expectations going forwardAgain, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted]

I have reviewed the complaint from [redacted] regarding not receiving a visa gift card for his bundle package orderI checked our rewards redemption website and didn't find any pending reward cards for this customer's account numberI did find we had a $reward card for service bundle offers so as a courtesy I have placed a $credit on the customer's accountThey will see the credit on their next billing statement we apologize for the confusion and conflicting information regarding this promotion.Sincerely,Mr[redacted]

I have reviewed the complaint from [redacted] regarding a billing disputeI'm sorry to hear about the tech staffing issues in your area preventing us from activating service in a timely mannerWe dropped the ball and should have been able to advise you of our tech dispatch time frames when the order was placedThe account has been canceled and all charges adjusted it has a zero balanceSincerely, [redacted]

10/05/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] regarding credits Below are our findings: Upon research of Mr [redacted] ’s CenturyLink account, I found no record of an offer to waive the standard technician installation fee of $(plus taxes)I found that the move from portion of the order was completed on 07/05/and the move to portion of the order was not completed until 07/12/Mr [redacted] was not charged for service not provided during the move orderI found on 07/14/2016, Mr [redacted] had contacted CenturyLink and escalated the call requesting a free month of service for bad customer serviceThe escalations agent advised CenturyLink’s policy of no inconvenience credit but offered a new month term promotional discount that reduced the month standard rate for month to $(before lease of modem, taxes, fees and surcharges)Mr [redacted] accepted this offer CenturyLink 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 situationAs this issue had already been addressed by the escalations agent with a new month term promotional discount that Mr [redacted] accepted, CenturyLink has closed this complaint with no credit adjustment being warrantedSincerely, [redacted] ***

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint and found the following: This is a complicated issue regarding the lines and the service changes and requires direct assistance that simply cannot be provided in this forum Please have the customer contact the Executive Office manager handling the complaint at any of the measns listed below so that the correct resolution can be implemented 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 [redacted]

1/21/16: Centurylink has reviewed the charges on the customers final bill of [redacted] in the amount of $in disputeThe customer indicated they returned the modemThe account was issued credit for the modem debit todayThe collection agency has been advised to stop collection action and to pull the debt if reportedCenturylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager

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 Ms [redacted] 's CenturyLink account, I found on 08/11/Ms [redacted] called to CenturyLink stating she had called the day before inquiring canceling her Prism for an early termination fee of $and upgrading her internet speeds to 25m and her pricing would be $for years and a leased modem/router for $before taxesThe agent Ms [redacted] spoke with agreed with the pricing as long as Ms [redacted] agreed to a year contract and adding auto pay to her CenturyLink accountOver the conversation Ms [redacted] stated she would pick up the new modem/router from the store when she dropped off the equipment for the "Cable"The order that was placed was to upgrade the internet only When I reviewed the call and I can understand how the agent didn't understand that Ms [redacted] wanted to cancel the Prism service as the word "cable" was used and not "Prism"Quite a few of CenturyLink customers have both CenturyLink Prism TV and a cable company's cable service to maximize the channels that one or the other doesn't have On 09/12/2015, Ms [redacted] called to CenturyLink in regards to the 09/09/statement that still had Prism service on itThe agent Ms [redacted] spoke with apologized and understood the misunderstanding and placed an order to remove the Prism and added an effective bill date (reversal of charges billed) to 08/11/ CenturyLink bills a month in advance and all promotions are credited a month in advance as well (i.e09/09/to 10/08/2015)When changes are made to the account mid-bill cycle by removing a service, the promotions are reversed which makes the current balance due more until the next bill prints on the regularly scheduled bill date when the full, non-promotional charge of the product is reversedCenturyLink billing process unfortunately, cannot be changed and all credits for Prism service billed after 08/11/will be on the 10/09/statement Ms [redacted] has been advised of this information already and her account has been set for an exclusion of any late fees while we all are waiting for the next bill cycle to reflect the credits due I apologize for the misunderstanding and delay and advise patience till the credits apply on the 10/09/statement Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not Accept first of all everything Ms [redacted] wrote was baloney and made no senseI called the day before to cancel my Prism and upgrade my internet funny how my account is right in front of them and they didn't know I meant Prism.Second funny how I have to wait till next billing But they can add chargers in the middle of billing which no one answered what they were for(one day days later and the next day) and third I won't know if this issue is resolved until I get my next months bill.Also this is not the first time I have had a problem with this company.And also where I said I would pick up new modem/router at the centurylink store they also billed me a shipping charge Final Business Response / [redacted] (4000, 8, 2015/10/05) */ 10/05/ CenturyLink has reviewed our previous responses to Ms [redacted] 's issueAfter careful consideration, we find our original investigation and response to be validCenturyLink has closed this complaint Sincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care Final Consumer Response / [redacted] (2000, 10, 2015/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) They seem to have fixed the problem for now and hoping in the future I don't have another problem with this company.I also want to say that I did not like Miss [redacted] response where she says "CenturyLink has closed this complaint." I'm the one with the complaint not Centurylink so if there was anyone to close it it's me not them.And I felt like I was being dismissed.I just wanted that to be known and this company needs to learn some people skills.Thank you for your time and help

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***’s account was established on November 17, From the information provided in the Revdex.com complaint, Mr [redacted] was quoted $per month Generally, the quoted rate does not include taxes, fees, and surcharges Upon review of the November, December, and January bills, Mr [redacted] is billing at $before taxes, fees, and surcharges I apologize for any confusion that occurred On Mr***’s December 25, bill, he is billing $for Taxes, Fees, and Surcharges for Local Services, as reflected on page of the bill However, this amount does not include the surcharges and fees reflected on the page of the bill (Federal Access Charges, Access Recovery Charges, Non-Telecom Svc Charge, Internet Cost Recovery Fee) and the Long Distance charges on page of the bill Mr [redacted] is billing correctly for the products and services on his account CenturyLink is unable to provide service for $total with the products and services currently on the account In an effort to satisfy, an adjustment for the difference in the billed rate for November, December, and January and the quoted rate ($104) has been applied to the account A credit for $was issued on February 6, and should be reflected on the February 25, bill In addition, if Mr***’s decides to find a new provider, all Early Termination Fees that might be applied will be waived/adjusted This offer is valid until March 7, Mr***’s needs to contact the Business Office (544-4495) by March 7, to have an order issued Mr [redacted] is a valued customer and I apologize he was not treated in this manner CenturyLink regrets any inconvenience Mr [redacted] has experienced Margaret CenturyLink Customer Advocacy