CenturyLink

I have received a copy of the Revdex.com complaint filed by Mr [redacted] , regarding His billing dispute In review of the account, Mr [redacted] ’s quote of $is accurate, and did not include taxes, fees or surchargesThe Internet Cost Recovery Fee is a monthly charge that helps cover the costs associated with building and maintaining the Internet networkThe fee has increased since Mr [redacted] ’s service was first established; however, customers were notified with a bill insert with each increaseMr [redacted] s billing is accurateCenturyLink apologizes for any frustrationInternet Monthly ChargesInternet 49.00Internet Monthly Charges Total $Sincerely, [redacted] CenturyLink Customer Advocacy

I have received a copy of the Revdex.com complaint filed by [redacted] ***, regarding a billing disputeAfter investigation of [redacted] ***'s account it has been found that the current rate is correct rate for the services that are being rendered and received by [redacted] ***s For further assistance please contact our team directly at [redacted] Centurylink apologizes for the frustration expressedSincerely, [redacted]

I have reviewed the complaint from [redacted] regarding a delay in service activationI show the original order was due for 12/18/the install wasn't done until 12/19/unfortunately the reason for the delay wasn't notedDue to the delay I have adjusted the installation installment charges billed for Dec and Jan the credit will post on the next billCenturyLink apologizes for the activation delay and certainly understands [redacted] 's frustrationSincerely, Mr.T [redacted]

I have reviewed the complaint from [redacted] regarding a disputed final bill on this closed accountI show [redacted] called in on 12/29/saying his service was supposed to be disconnected on 11/21/The notes indicated someone called in on 11/21/but could not verify the information on the account so no disconnect order was placedWe did however backdate the charges to 11/21/which is detailed on the final bill 01/04/The remaining balance is for unpaid charges up to 11/21/and the early termination fee of $due to canceling before the contract expiration date of 05/15/The last payment received on the account was on 8/30/based on my findings the balance of $is valid and needs to be paid to avoid collection activitiesWe apologize for any confusion and frustration this issue has causedSincerely,Mr.T [redacted]

09/06/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings: Upon research of Ms***’s CenturyLink account, I found the complaint was already resolved on 09/03/Ms [redacted] utilized CenturyLink’s click to chat for the same complaintThe agent she conversed with issued a credit for the equipment and left the account with a zero balanceI apologize for any inconvenience this may have causedAs this complaint was already resolved, CenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because: I don't feel that we should be paying any termination fee at all because we were not on a contract to that effect.However, for no other reason than to put this entire mess behind us, I will agree to pay the $I must insist, however, that I receive a formal final bill disclosing all the amounts claimed to be adjusted and resulting in a final debt of $ This bill may be sent to ; [redacted] ***, [redacted] Dr, [redacted] Sincerely, [redacted] ***

I have reviewed the billing complaint from [redacted] regarding a request for a billing credit due to misinformation on his monthly rateI would be happy to investigate this issue if [redacted] could give me the closed CenturyLink account numberThe number he provided is not one of our account numbers it must be from a collections notice from a 3rd party company.Sincerely, [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Subsequent to the filing of this Revdex.com complaint the account was given adjustments for the time the services were not working in the amount of $on June28th, and for the late payment fee on June 6th, in the amount of $(this was n addition to the adjustment for May in the amount of $31.21) for a total of $ CenturyLink does not adjust for time lost for personal use or loss of wages resulting from down time or time trying to resolve the issue, only the amount of time the service was actually down CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaint Sincerely, [redacted] Executive Office Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

CenturyLink appreciates Ms [redacted] giving us the opportunity to review our handling of her accounts, [redacted] and [redacted] *** I would like to apologize for the less than exemplary service that Ms [redacted] feels she 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 Ms [redacted] spoke with a representative on September 27, to move service to her new address As reflected on the September 10, bill, she was receiving a $promotional discount and was in month ten of twelve The representative issued the order to move her service as is Our records do not indicate Ms [redacted] was promised a new twelve-month promotional discount Nor, was the existing discount recapped during the order process CenturyLink apologizes her current promotion was not clear explained As reflected on the monthly bill, Ms [redacted] ’s promotion expired in November Thus, the December 10, bill was higher than it had been in previous months On December 28, 2016, Ms [redacted] spoke with a representative and a new promotion was added to the account Ms [redacted] later decided to cancel her service A disconnect order was issued and completed on the January 9, In an effort to satisfy, the Early Termination Fee was waived, as it had just been added to the account [redacted] CenturyLink Customer Advocacy

I have reviewed the complaint from [redacted] regarding a request for faster internet speed at a lower priceI do show we have upgraded ***'s area he can now get up to mbps internetI see [redacted] has chosen mpbs speed along with our new price for life pricing with no contracts and no price increases for the life of the serviceCenturyLink apologizes for any previous internet service issues we certainly understand the frustration that comes with slow internetIf [redacted] has any additional questions we are happy to further assist as needed.Sincerely,Mr [redacted]

10/10/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] about repair timeframes Below are our findings: Upon research of Mr [redacted] ’s CenturyLink account, I found that trouble tickets had been created totaling days of out of service (09/06/to 09/12/2016):------------------------------------------Received: 2016-09-13:48:00Closed: 2016-09-15:56:00Report Type: DSL INTERMITTENT SYNCCleared: REPAIRED CABLE------------------------------------------Received: 2016-09-18:14:00Closed: 2016-09-15:19:00Report Type: DSL CHRONIC TROUBLECleared: REPAIRED CABLE [redacted] ------------------------------------------ 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 ( [redacted] ) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notationsMr [redacted] ’s CenturyLink account had already been issued an out of service credit in the amount of $on 09/09/I have applied an additional credit in the amount of $as the previous credit did not equal to the days out of service (Calculation: $monthly charges without late fee included / days within a bill cycle = $rounded up per day X days out of service (09/06/to 09/12/2016) = $total credit for the billed amount for days - $credit already issued for out of service credit = $additional credit I applied to the account for the difference in credit already issued for the days out of service)Additionally, CenturyLink does not compensate for time spent, loss of revenue or profitCenturyLink 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 situationCenturyLink has issued credit for the amount billed for all days out of serviceCenturyLink has closed this complaint Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

03/04/2016: Our records indicate Mr [redacted] ’s services were installed effective 9/29/Mr [redacted] had active service with CenturyLink from 09/30/– 10/28/The customer’s initial billing statement for these services was processed on 10/24/This statement reflected the $payment submitted on 10/16/and a $adjustment, which added together took care of the previous balance on the bill totaling $This statement included regular month in advance charges covering dates of service 10/24/– 11/23/2016, as well as prorated charges from the date of installation covering 9/30/– 10/23/The total amount for current charges billed was $On 10/28/an order to disconnect all service, per customer’s request, was processedThis order was requested and provisioned after the initial billing statement had processed on 10/24/The November billing statement processed on 11/24/It reflected the prior balance, for the 10/24/bill, totaling $This bill reflected an adjustment in the amount of $136.78, covering removal of the service upon disconnection effective 10/29/and for pro-rated dates of service previously billed on the 10/24/statement for services dating 10/29/– 11/23/It also reflected a payment from Mr [redacted] in the amount of $191.86, which when applied to the balance after all adjustments were applied left a zero balance, however the billing statement also included current charges of $309.85, which covered a charge of $associated with non returned PRISM Set Top Box equipment and power cordsThe current charges for the 11/statement totaled $The December bill reflected the $previous balance, an adjustment in the amount of $45.29, leaving a balance forward owed of $It reflected current charges of $320.25, which was for non returned equipmentThe total balance due for the December statement equaled $The January statement processed, reflecting the $previous balance (+ = 584.51), a $adjustment for the charge for equipment on the 12/bill, which was duplicate billed in error, leaving a balance forward and due of $264.56; The adjustment I applied to the account of $160.40, deducted from the $balance, left Mr [redacted] with a total balance owed of $Once Mr [redacted] returns the PRISM equipment he was billed for on the 11/billing statement, that charge can be adjusted from the accountHis account will then actually reflect a credit balance because of the customer satisfaction credit I recently applied to the account, which truly was related to charges associated with this equipmentIf Mr [redacted] needs a return label and box to return the equipment, he can contact our Customer Service center at [redacted] and the associate he speaks with will be happy to assist him in getting those sent to himRespectfully submitted, Ms [redacted] CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

After further review with Mr [redacted] , Centurylink billing is correctMr [redacted] will review the entertainment billing with [redacted] [redacted] Customer Advocacy Group

CenturyLink appreciates Ms [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 Ms [redacted] feels she 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 wellOur records indicate Ms [redacted] disconnected her account on October 9, Our records do not reflect Ms [redacted] returned the leased modem Thus, she was correctly billed $107.49, the purchase price of the equipment, on December 10, While the charge is valid, a credit has been applied to the account, in an effort to satisfy A credit for $was issued on January 25, CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

I have reviewed the customer's reply with questions on the credits and account balanceThe customer received a credit of $on 3/17/which shows on the March 17th billWe received a stop payment rejection on 4/14/for which added a $returned check charge leaving a balance on the account of $which I credited on 4/27/The closed account now has a zero balance if the customer would like to speak to our billing department he can call [redacted] or your our live chat help option on our website www.centurylink.comSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have already paid the collection company in order to protect by credit scoreIs there anyway for a reimbursement to me? I am not a current Centurylink customer due to relocation so a bill credit will not get back to me unless a checks are sent to closed accounts Sincerely, [redacted]

Centurylink appreciates Ms [redacted] giving us the opportunity to review our handling of her accountI would like to apologize for the less than exemplary service that Ms [redacted] recently received from Centurylink representativesHer 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 wellOur records indicate that the account has been canceled and back datedMs [redacted] should receive a final statement in 10-days showing a zero balance on the accountFor further assistance please contact our team directly at 1-800-244- Centurylink regrets any inconvenience Ms [redacted] has experienced.Sincerely, Mr***

Centurylink appreciates Ms [redacted] *** giving us the opportunity to review our handling of her accountI would like to apologize for the less than exemplary service that Ms [redacted] recently received from Centurylink representativesHer 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 wellOur records indicate that the account has previously been credited back two months of $each month In an effort to satisfy, We have adjusted the $early termination fee that was charged and the additional charges such as the modem lease and taxes after the date of January 23rdThe total credit amount placed on the account today is $The current balance on the account is $After the credits applied to that amount a check will be sent to the customer as refund for the remaining $Centurylink regrets any inconvenience Ms [redacted] has experiencedSincerely, MrC [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 trainingIt appears that the customer made multiple calls after the expiration of the promotion and was either misquoted or quoted without taxes fees and surchargesThe price quoted according to the customer was $a month but that didn’t include taxes fees and surchargesCustomer was given several adjustments for this discrepancy, was informed when calling of the term commitment and penalty for early terminationThe customer was within a reasonable amount of time after new quote and promotional pricing offeredWhen this did not materialize in the way the customer expected the customer called in, canceled and incurred an early termination feeCenturyLink is adjusting all three set top boxes as these have been verified as returnedThat adjustment s for $($x plus tax)As a courtesy, the early termination fee of $has also been adjustedThis will leave a valid balance of $and this will be sustained CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] Executive Office Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care

I have received the customers reply and hope this work has been finished if not she can let me know and I will follow up with our Area Plant Supervisor as needed to ensure it's doneWe do apologize for the time frustration and delay in getting this work completedSincerely,Mr [redacted]