CenturyLink

Saturday customer came in to pick up her Honda PilotI was on the phone & over heard her telling Jonathan there was glass in her tires from a pile of glass we backed her car overShe let him know that we would be responsible if any damage came to her tiresAfter my call I went out to sweep up glass & saw customer taking pictures of her tires & glassI assured her that we would take responsibility for any damage however it was highly unlikely due to the nature of the tempered glassI said I would sweep it up before she would run over it again when leavingShe said she was in a hurry & I stated you have time to complaint & take pictures but not for me to sweep it up? She then jumped all over me for having attitude with her & said she would be sure to post this on social mediaI was taken back by her comments & began sweeping the glass while she was still standing outside of her carProbably secondsAs soon as she got in her car I stood back for her to leave having swept up most of the glass & waiting for her to leave getting the remainderShe sat there for a ten seconds & I stepped back further motioning her the coast was clear before she drove away[redacted]

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaintAt CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our trainingI have looked at the technical statistics for this customer’s line and they are at or above the speed they purchasedThe charge of $is disclosed for the purpose of informing the customer that if the issue is in the home (or anywhere past the network interface outside where the connection point is) then there is a feeIf the issue is on the CenturyLink side of the connection there isn’t a fee for the visit or repairIf the customer is using the to connect all these devices that could be the issue too as many physical barriers in a home limit where and what speeds devices will get and are not guaranteed for this reasonFor something like On-Demand it is recommended that the TV be connected directly to the modem via an Ethernet cable CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve S [redacted]

I have reviewed the billing complaint from [redacted] regarding overcharges that occurred when we combined her two internet accountsI reviewed the notes showing most of the overcharges have been adjusted since the bill generatedA credit of $has posted to the accountI further reviewed the Nov bill and based on my findings I adjusted an additional $this leaves a balance of $This balance is for two internet lines one month in advance, the previous balance forward of $taxes, fees and surchargesThe accounts are combined with the correct billing going forwardWe apologize for the errors caused by this order along with the time and frustration [redacted] experienced trying to get it resolved.Sincerely,Mr[redacted]

07/27/CenturyLink 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 the phone number was originally changed on 07/20/due to a package changeMr [redacted] ’s phone number is classified as a [redacted] ***e number and when the package was changed the phone number was changed by the system to a non [redacted] ***e numberI found an order to change the phone number back to the [redacted] ***e number [redacted] had completed today on 07/27/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 the issue has already been resolved, CenturyLink has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the complaint from [redacted] regarding her service being down due to an error by CenturyLinkWe are sorry to hear about this order processing error that created this service downtime we understand their frustrationUnfortunately I was unable to find the cause but I have credited the account for one month of service due to our errorThe credit will post on the next billing statementSincerely,Mr[redacted]

Complaint: [redacted] I am rejecting this response because: CENTRYLINK RESPONSE IS A NEW BILL PROBLEM FOR DEC./JANMY BILL WAS TWICE AS MUCH AS IT WAS SUPPOSE TO BE!!! SO THE PROBLEM CONTINUES OF CENTRYLINK NOT GETTING MY BILL RIGHTTHEY HAVE NOT GOTTEN MY BILL RIGHT OUT OF MONTHSSTILL DO NOT HAVE THE PACKAGE I HAD/ WANTCENTRYLINK STARTS MY PACKAGE OVER AND OVER TO TRY TO GET IT RIGHT AND THEY FAIL EVERY TIME!!!! Sincerely, [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a disputed bill on a closed accountI see by the notes the customer didn't receive a bill due to an incorrect zip code they also didn't contact us from September until January 28th looking for their billI show the customer has been issued credits for all the late fees $credit to the accountThe customer states they were to be on a promotional rate for $per month that would have required a service agreement which they were not onAs a courtesy I adjusted months $for the rate difference the customer thought they were getting for a total adjustment of $off the balanceHad they been on the promotion they would have been charged a $early termination fee for canceling before the term was up which I am not adding to the final billThe remaining charges of $consist of the cost of the modem they purchased, prorated charges & fees plus their monthly rates over the time the account was activeWe apologize for the time and frustration the customer experienced through this process and dispute.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 meI have disconnected service and changed to an alternate provider When I canceled service with century link they stated there WOULD be a termination fee I will let you know if the business does not follow through with the commitment they provided Sincerely, [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: On august 28th, 2017, the customer’s account was credited the $unreturned equipment feeCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I am still with [redacted] and paying my monthly bill to themI dropped Centurylink not [redacted] **We are all up to date with [redacted] billing Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I filed a complaint over a month ago "#ID [redacted] " and a Mr. [redacted] stated that his special team would contact me, all Centurylink does is state they will help you then you hear nothing for weeks and weeks, I was told when we upgraded our DSL high speed, that we needed a newer modem that would handle this speed, so as I understand it we are paying for the high speed but we can not use it because of the SLOW modem. and all Centurylink does is say they will help and no one does help. Sincerely, [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding a service agreement disputeI reviewed the account notes and show it has been noted by one of our Executive Office Complaint Managers the early termination fee will be waived if the customer chooses to cancel their service We apologize for any confusion and misinformation on this issueSincerely, [redacted]

I have received a copy of the Revdex.com rebuttal filed by Mr [redacted] ***, regarding his dispute of the early termination fee I have reviewed his account and found the following: As previously stated, as a matter of customer satisfaction I have adjusted $In addition, I am adjusting $for the difference of the early termination fee This resolves this matterCenturyLink apologizes for any frustrationSincerely, Ms [redacted] CenturyLink Customer Advocacy

An order completed on October 4, 2016, which will give Ms [redacted] 50% off her Internet service, if eligible The discount should be reflected on the October 22, bill In addition, Ms [redacted] spoke with a representative on October 4, and received a $credit, in an effort t to satisfy [redacted] CenturyLink Customer Advocacy

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: In addition to the labels sent on January 18th, and March 28th, CenturyLink has sent another label that should reach the customer in the next 5-business daysThe customer should make a note of the tracking number and peel and stick this number from the label somewhere for future reference and trackingOnce the equipment has been dropped of at a UPS location, please email the tracking info to [redacted] for follow up and adjustment to the 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

CenturyLink appreciates [redacted] giving us the opportunity to review our handling of her account, [redacted] *** 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 the account was established on January 26, and disconnected on February 10, The account had a Home Phone and Internet service CenturyLink offers a thirty day guarantee on Internet service but not the Home Phone As reflected on the March 1, Revised Final bill, the balance due on the account is $ In an effort to satisfy, an adjustment has been applied to the account A credit for $was issued on May 11, The account currently reflects a zero balance due CenturyLink regrets any inconvenience [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, Our records indicate we have not received Mr [redacted] ’s modemIf he can provide a [redacted] tracking number or any information that may assist in showing the modem has been returned to CenturyLink, we will be happy to adjust the unreturned modem feeThe confirmation number Mr [redacted] has included in the complaint, is the disconnection order number provided to him when he cancelled his serviceDuring previous calls, Mr [redacted] has been advised we need this information.CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr [redacted] .AmberCenturyLink 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 have verified Mr***’s issue was resolved on December 18, Mr [redacted] chose to remove service’s that were in disputeI made contact with Mr [redacted] to make sure this complaint had been resolvedJJ CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from [redacted] regarding a billing disputeI reviewed the account this has already been resolved via the FCC complaint he filed with the below resolutionCenturyLink regrets any confusion regarding the billingMr [redacted] has been correctly billed for the services he has and the price quotedNotes on the account indicate that he was quoted $plus $for the modem, plus taxes, fees and surcharges, approximately $His first bill included prorated charges, plus the standard one month in advanceHe was quoted installation charges of $for the internet installation, a $activation fee, plus $connection fee for the phoneHe received a credit for $on November 3, 2016, which included the calls to TorontoCenturyLink has also adjusted $for late fees billed due to the confusion regarding the rate Sincerely, [redacted]

CenturyLink appreciates Mr [redacted] giving us the opportunity to review his concerns 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 wellI have contacted the Network Supervisor in his area He verified Mr***’s address is in our service area and in a section of the subdivision that has facilities From the information I have been provided, Mr [redacted] is currently working with a representative who is working on getting an order issued Since this is a new address, the representative is working to get it in our system, so assignments can get the correct facilities assigned CenturyLink apologizes for the delay and we regret any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy