CenturyLink

CenturyLink appreciates Ms [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 training.Upon review, I verified all payments that have been sent to CenturyLink have been applied to Ms [redacted] ’s accountI have left Ms [redacted] a voice message with my contact information for any further questions or concerns [redacted] CenturyLink Customer Advocacy Group

CenturyLink appreciates the opportunity to review Mr [redacted] s account, [redacted] *** Our records indicate the account was disconnected on February 3, A February 4, Closing statement was issued, reflecting a balance due of $ As stated on the Closing bill, “This is your closing statement for charges and credits applied to your account through February You may receive a revised closing statement for any charges or credits for services applied after this date.” Since Long Distance service is billed in arrears, a March 4, Revised Closing statement was issued reflecting a balance due of $ This is for Long Distance from January 24, to February 3, [redacted] CenturyLink Customer Advocacy

I have reviewed the complaint from [redacted] regarding a disputed early termination feeI confirmed we only have mbps internet speed available at [redacted] new address which we understand doesn't meet the needs of every customerI have adjusted the balance off the account it now has a zero balance CenturyLink apologies for not having faster speeds available in the area hopefully that will change in the futureSincerely,Mr.T [redacted]

Complaint: [redacted] I am rejecting this response because: Static IPs are not always randomly assigned as he says A specific IP can be given as a static IP that the network administrator or system admin picks I know this from personal experience because it is a job duty of mine, I've performed this duty for customers I have worked for and I've had other vendors do this for the companies I've worked forWe've had this service for years and have not asked for an IP change beforeIt is reasonable for CenturyLink to do this as a courtesy for their customers at least once and certainly once every few years if requested.To say to us that it is technically not possible is an untruth and this vendor is not acting in good faith Sincerely, [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: The credit card company may not have ever received the payment request if the card on the account had expired and the customer didn’t notify us of this; there are many things that will prevent payment from going through, that is just one example and one of the main reasons this happens The customer has already received an adjustment for the downtime and CenturyLink does not compensate for the time it takes to get issues resolved; only the downtime for products or services those are out of commission and only for the time period they are down If the customer is still having issues with any of the services they may contact the manger handling this complaint via the Revdex.com or by email address listed below 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]

Centurylink apologizes for the poor service and frustration the customer has experienced trying to get their service & billing issues resolvedAll credits have been issued to this account they received $credit on 3/23/16, $credit on 3/18/for service issues Sincerely,Mr[redacted]

Complaint: [redacted] I am rejecting this response because: I did complain within the first days and you continued to give me the run aroundYou keep records on all your calls and chats! I'll finish the year out and will no longer do business with this company, again Sincerely, [redacted]

CenturyLink appreciates the opportunity to review Ms***’s account, [redacted] Our records indicate Ms [redacted] ordered Long Distance service on November 18, There are no notations on the account that she questioned the presence of Long Distance or the $Long Distance Line Charge until December 13, 2017, when it was removed In addition to the Long Distance Line Charge reflected on the monthly bill, the monthly bill also reflects the following verbiage, which would indicate the account had Long Distance service ###-###-#### Local Toll Carrier: CenturyLink Communications, LLC Long Distance Carrier: CenturyLink Communications, LLC This verbiage was taken from page of of Ms***’s December 8, bill [redacted] CenturyLink Customer Advocacy

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 the account was established on May 4, Per the Revdex.com complaint, Mr [redacted] claims he was quoted $per month Upon review of his monthly bills, he was billing around $per month before taxes, fees, and surcharge from May to November On September 20, 2016, he spoke with a representative who agreed to add an additional $twelve-month promotional discount and free DVR promotional discount ($9.99) for twelve-months An order was issued but due to an error, the new discounts did not post the account Another order was issued on November 14, The December bill reflects the new discounts Mr***’s service is now billing around $per month (December to March) before taxes, fees, and surcharges Mr [redacted] was over billed $($- $70) per month from May to November for a total of $and $more per month ($80-$70) from December to April (assuming no changes are made on the account) for a total of $ This would be a grand total of $($140+$50) To date, Mr [redacted] has received the following credits due to the billing issue; $on June 17, 2016, $on July 28, 2016, $on November 14, 2016, and $on February 13, To date, Mr [redacted] has received $in credit due to the billing issues With the products and services currently on the account, CenturyLink is unable to bill at the $rate Mr [redacted] believes he was quoted He has received credit for the overage thru the April bill cycle As Mr***’s promotional discounts begin to expire, his monthly cost will increase Information regarding the discounts and the expiration dates appear on the monthly bill 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 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 verified on 03/03/2017, Mr [redacted] upgraded his internet service to the speed of megsThis order contained a one year contractThe discount was prorated on the 03/28/2017-04/27/statement as the discount began on 03/03/and the statement had already printed for that bill period, on 02/27/The promotional discount on his 02/28/2018-03/27/billing cycle was prorated, as the promotion ended on 03/03/The 03/28/2018-04/27/statement billed the internet at the full rate, as the promotion expiredMr [redacted] may select to add the price for life promotion to his account at this time.I requested Jeff, from our executive technical support team contact Mr [redacted] to troubleshoot his speed concernsJeff has left three messages with his contact information and has not heard backMr [redacted] can contact Jeff directly and he will assistDue to not having any information on the nature of the issue, I have not issued any credits to MrDittler’s accountIf in fact it is a CenturyLink caused issue, Mr [redacted] may respond to this complaint or speak to Jeff concerning credits.CenturyLink apologizes for any inconvenience or frustration this issue may have caused MrDittler.AmberCenturyLink Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because: It will be rejected until I am satisfiedMy account number for review is [redacted] Sincerely, [redacted]

To whom it may concern: I have received and reviewed the customers’ rebuttal and found the following: There isn’t anything new in this rebuttal that changes the reply previously givenEverything in the reply given is a matter of record on the accountThere isn’t a call to listen to that goes back that far but notations on the account and a simple review of the times and dates promotions have been applicable and the payment and treatment history on the account do not concur with the customers claimCenturyLink 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] CenturyLink appreciates Ms [redacted] writing regarding her recent experience with our company[redacted] I regret to inform Ms [redacted] that she did not include sufficient information for CenturyLink to conduct an investigation[redacted] In order to investigate the complaint, the CenturyLink account number will need to be provided[redacted] I attempted to find the account number using the address listed on the Revdex.com complaint but I was unsuccessful in finding an account in Ms [redacted] ’s name[redacted] Once this information is received, CenturyLink will be happy to investigate the complaint[redacted] CenturyLink Customer Advocacy Group

Our records indicate Ms [redacted] also submitted a complaint with the [redacted] Department of Justice ( [redacted] ) A response from CenturyLink was sent to the [redacted] DOJ on February 3, Please refer Ms [redacted] to our DOJ response for more information CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] Customer Advocacy Group

To whom it may concern: I have received and reviewed the complaint and found the following: All that is required to fulfill the criteria is to go to the following link and set up you “MyAccount” and from there you can verify or initiate both the paperless billing and autopayment which will provide for the additional $monthly discount for the duration of the term commitment Here is that link: [redacted] 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 Ms [redacted] writing regarding her recent experience with our company I regret to inform Ms [redacted] that she did not include sufficient information for CenturyLink to investigate I am unable to locate the account number ( [redacted] ) she provided in her Revdex.com complaint I attempted to locate an account at the address provided on the Revdex.com but was unsuccessful In order to investigate the complaint, more information will need to be provided If Ms [redacted] could provide the account holders name, the address where the service was provided, or a copy of the bill, I should be able to locate the account I regret any inconvenience this may cause Margaret Customer Advocacy Group

I have reviewed the Revdex.com Complaint from [redacted] regarding an equipment charge disputeI reviewed the closed account and show we were able to verify the equipment return via the tracking number provided by the customer and credited all chargesWe apologize for the time and frustration for our customer understanding how frustrating this issue would beThe closed account has a zero balance as of 9/21/16.Sincerely, [redacted]

CenturyLink appreciates Ms [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 verified Ms [redacted] ’s service and billing concerns were resolved on June 20, At that time, adjustments were issued and billing was advisedI apologize for any inconvenience CenturyLink may have cause Ms [redacted] [redacted] CenturyLink Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer was actually receiving a loyalty credit on top of the promotional rate for approximately months due to a loyalty offer added that should not have beenIn that sense, the invoices “billed charges” for CenturyLink services were billing at $a month instead of $as they should have beenI cannot determine precisely at what point this actually happened but at the time, the customer called in to inquire and was offered yet another loyalty offer to reduce the monthly rate by 50% for months, which should not have been done either but was acceptedIt cannot be undone at this point without the other aspects f the process done incorrectly being undone as wellDue to the manner in which all of this happened, the actual cost to the customer if CenturyLink was to re-instate the original promotion and negate the loyalty offer of an additional $a month for that approximately 9-months, the customer would regain roughly $in discounted rates for the months but the loyalty offer that is on currently would come off and the previous one would be reversed ($90.00) as it doesn’t work both ways simultaneously; end result being an increase in the overall charges by roughly $Centurylink acknowledges that this not the ideal way in which to retain a customer’s business but in all fairness even with the one month billed at the regular rate, the customer is ahead overall and is currently in a reduced monthly retention offer that should not have been givenAdditionally, even though the current offer should not have been given, in lieu of the way in which this transpired the offer will be left as is for the duration of the offerThat said, the customer does have the option of choosing another provider if not satisfied with this explanation and if that is the desired outcome will not be charged an 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

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 training.Upon review, I verified [redacted] reported service issues in October There are no other documented service/repair calls in In October, on two separate occasions, a technician was dispatched to his location to determine the cause of the connection issue and to perform needed repairsThe technicians both documented the trouble was beyond our network interface as well as an inside wiring issueCenturyLink is responsible for our service and lines up to the network interfacePer [redacted] request, I have disconnected his internet service as of 11/17/and waived the contract termination feeI backdated his disconnect order for one monthThis will retro the billing back to 10/17/2017, in turn crediting him back to the time frame he reported troubleIn October, a $credit was issued due to his connection issues and posted to his previous bill.CenturyLink apologizes for any inconvenience or frustration this issue may have caused [redacted] .***CenturyLink Customer Advocacy Group