CenturyLink

I have reviewed the reply from [redacted] regarding his internet service problemsI am glad to here the issues have been resolved I show the customer has already been credited $on their April 5th bill We apologize the resolution took so long and certainly understand the customer's frustration since most of us rely on our internet daily.Sincerely, [redacted]

Ms [redacted] ’s service was billing at $per month before taxes, fees, and surcharges As reflected on the January 4, bill, her monthly cost was $and she was receiving a $monthly discount ($54-$14.05=$39.95) The January bill reflects she was in month of for the promotional discount Ms [redacted] spoke with a representative on January 15, A new $twelve month promotional discount and a new $twelve month promotion was added to the account As reflected on the February 4, bill, her service began billing at $per month ($54-$10-$14.05), before taxes, fees, and surcharges Ms [redacted] continued to bill at $per month, before taxes, fees, and surcharges, until the account was disconnected [redacted] CenturyLink Customer Advocacy

I have reviewed the RevDex.com Complaint from [redacted] regarding a monthly rate dispute. I have reviewed the account notes showing we have credited the customer for any incorrect charges on 3/22/16. The customers has the lowest internet and phone service possible including... paying extra for the caller ID feature we don't have any way to adjust taxes,fees nor surcharges. We try avoid these situation by recapping each order and sending order confirmations with all changes done. If the customer would like to be released from her term commitment based on any misquoted monthly rates they can let me know and I will put them back on the higher month to month regular rate without a term commitment. We apologize for any frustration this has caused our customer.Sincerely, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] . Thank you for the clarification. It is correct that the "Prism Cable" service was cancelled due to the various complaints and concerns outlined in the original complaint. However, I have an active account in use for wi-fi services to continue accessing other available means of technology with Century Link including but not limited to telephone, internet, and alternative television viewing options. Again, thank you for clarifying this, and appreciate the resolution regarding this ongoing frustration. Sincerely, [redacted]

04/21/2016CenturyLink 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 the service was installed on 12/23/for CenturyLink’s up to 3m high speed internet with a month contractual promotional discount that requires Centurylink’s auto payment for the full promotional discount and a purchased modem/router (installment billed in payments).On 02/06/2016, Ms [redacted] called and requested to disconnect the CenturyLink service with a due date of 03/01/The order was placed and Ms [redacted] was made aware of the early termination fee for disconnecting before the end of the contract.I issued an adjustment towards the final bill statement for the modem router purchase fee in the amount of $Calculations listed below:01/24/statement - $($installment billed portion of purchased router + $taxes)02/24/statement - $($installment billed portion of purchased router + $taxes)03/24/statement - $($installment billed portion of purchased router + $taxes)----------------------------------------------------------------Total credit adjustment for the returned purchased equipment $107.25However, Ms [redacted] did not qualify for the day satisfaction guarantee, as stated above she retained the service from 12/23/to 03/01/Ms [redacted] was aware of the contractual promotional discounts.CenturyLink has sustained the remaining balance on Ms [redacted] ’s CenturyLink account for the amount of $ No additional credit adjustments are warrantedCenturyLink has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

CenturyLink appreciates the opportunity to review Ms. [redacted] account, [redacted] ***. Our records indicate Ms. [redacted] initiated an Electronic Funds Transfer on January 24, 2018. The $90 payment was rejected by the bank on January 30, 2018 with the notation ‘no account unable... to locate’. Ms. [redacted] account was suspended for non-payment on January 31, 2018 and Ms. Dickey disconnected the account on February 2, 2018. Ms. [redacted] February 16, 2018 Closing bill correctly reflects a $25 return payment charge. While the charge is valid and Ms. Dickey had been billed the return payment charge in the past, CenturyLink has agreed to adjust the charge. A credit for $25 was issued on April 10, 2018. The account currently reflects a zero-balance due. Margaret CenturyLink Customer Advocacy

CenturyLink appreciates Mr. [redacted] writing regarding his recent experience with our company. I regret to inform Mr. [redacted] that he did not include sufficient information for CenturyLink to conduct an investigation. I was unable to locate the account with the limited information on the... BBB complaint. In order to investigate the complaint, the CenturyLink account number will need to be provided. Once this information is received, CenturyLink will be happy to investigate further. [redacted] Customer Advocacy Group

I have reviewed the RevDex.com Complaint from [redacted] regarding having slower internet speed available than when he placed the order. The customer currently has 10 mbps internet speed when he said he ordered 20 mbps which is not currently available at the customers address. We... apologize for the conflicting information as terminals reach capacity the available speeds will change over time. The promotional pricing is the same for 3 mbps up to 20 mbps depending on what is available at the specific address the customer has been advised of this based on the account notes. I will note the account for us to waive the early termination fee if the customers chooses to seek a provider that can offer the faster speeds the customer thought they would get with us. CenturyLink would like to apologize for the conflicting information we understand how frustrating that would be. Sincerely,Mr. [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 me.I also want to let you know that the $167.- includes amount which Century Link states is for equipment that was NOT returned by me. I returned ALL equipment to Century Link and I have proof from ***. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: If you read my response to your initial response I stated when I called to cancel my service your customer service representative not on one occasion but told me I was current and my service was disconnectedI also stated that if I owe that balance of $I will gladly pay it and clear the balance owed for service I usedI do not skip out on my bills, if the representative would have told me when I called at any point I had a balance I would have taken care of it thenI will not however pay for months I did not live there or equipment I returned Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: It is not valid I would like to hear all "recorded" calls that were made involving this situation They are missing the entire point A sales rep contacted me, prior to this and claimed that they would be "removing" all unnecessary items off of my bill I informed them that would be good, but DID NOT WANT A CONTRACT The very next bill was reduced, but came with a "bundle" and two year contract That is when I called to cancel service They keep referencing the fact that I cancelled early But I NEVER wanted the contract to begin with So once again, I want to hear the phone conversation that verifies I wanted the bundle to begin with I would also like to know why I have received absolutely no correspondence from Century Link since the day I called to cancel, and was told the bill was "waived" The only time I received anything about this was from a collection agency on February 13th Nothing from Century Link NO late notice, no overdue balance, NOTHING!!! No news is good news, I assumed the situation was resolved Just crappy service that VALIDATES the reason people are leaving their company [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 I still see a $charge on account, but assuming that will be removed to in fact, bring account to zero.Thank you for the resolution Sincerely, [redacted] And [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/10/05) */ To whom it may concern: I have reviewed the customers' complaint and found the following: CenturyLink would be happy to investigate any issues the customer has but is unable to at this time with the information provided in this complaint The Name, the address and phones listed in the complaint did not return any account information If the customer would still like CenturyLink to assist with this complaint, please have the customer contact the executive office Manager handling this complaint at any of the means listed below Please have the customer provide the account number or phone number and the service address and any other info as is printed on the bill 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 Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care XXX-XXX-XXXX [redacted] @CenturyLink.com Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had all my information needed in the complaint that is being requested in the followup by CenturylinkThey are giving me the run around The account probably doesn't come up anymore because it is closed and paid Final Business Response / [redacted] (4000, 12, 2015/11/09) */ To whom it may concern: I have reviewed the customers' complaint and found the following: The reason for the early termination fee is due to the customer receiving a discounted rate that is made up to a degree over the time of the term There are exclusions that are considered such as deployment in the armed services but moving to an area where the service may not be available is not a consideration that is applicable 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 Final Consumer Response / [redacted] (2000, 14, 2015/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are to set in their ways and have no consideration for this claim

To whom it may concern: I have reviewed the customers’ complaint and found the following: CenturyLink would be happy to investigate any issues the customer has but is unable to at this time with the information provided in this complaintThe Name, the address or combination thereof as well the phone numbers listed in the complaint did not return any account informationThe customer may reply with the information needed via the Revdex.com or please have the customer contact the executive office Manager handling this complaint at any of the means listed belowPlease have the customer provide the account number or phone number and the service address and any other info as is printed on the billCenturyLink 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 Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care [redacted]

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] 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 service was installed on April 12, and disconnected on April 18, Repair tickets were opened on April and 16, An April 18, Closing statement was issued, reflecting a balance due of $ In an effort to satisfy, a credit for $was applied to the account on May 17, The account currently reflects a zero balance due CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because: According to the repair notes the repair was required to replace a "missing x-connect" which was never installed from the very first time that my service should Includes local phone service and features for thirty-five dollars Includes long distance unlimited service for fourteen dollars - copied directly from my billThat is a month for months that I have been paying for and not receiving any service26x49=that I paid for no service Sincerely, [redacted] ***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Subsequent to this complaint being filed with the Revdex.com it was also submitted to the Board of Public Utility Commission of New Jersey and the complaint has already been dressedAs this is the same office that handles the PUC complaints this reply will defer to the reply already given the customer via this other venueCenturyLink 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

Complaint: [redacted] I am rejecting this response because:When I called last month, the original purpose of my call was to inquire about a $ [redacted] gift card that I was offered at the time of sithat I had not yet receivedThis is when the pricing error was discoveredAfter speaking with a supervisor, I was offered to have my cable box rental fees waived for a year in addition to cancel the contractThe cable box fee has not been waived on the recent bill I received several days agoI also have not received the $ [redacted] gift card I accepted CenturyLink's contract for fiber optic service based entirely on the offer presented and required substantial investment in new hardware and renovation (including purchase of their proprietary router, installation of fiber optic wiring, and permanent modifications to my house)I was billed my contract price for months without any concerns regarding pricingTo find out that my quoted service was incorrect months into my 12-month contract is disingenuous and tantamount to a "bait and switch" marketing tacticCenturyLink should be held to honor their contract, particularly after I have invested into their infrastructure and technology which makes the agreement mutual and impossible to simply cancel without substantial cost to meTo then have a second offer (waiving the cable box fees) also not honored is egregiousI cannot thus accept your response and I will pursue my claim with the FCC and Revdex.com further.If you would like to discuss further, I am available at the phone number belowThank you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Century Link did not notify me of any of the payments not going through and they sent out a letter, no email, no call, or textI receive all of my mail and have not received such supposed letterThis is not regular business practice to not notify a customer and just shut off their cell phone serviceI asked for proof of letters and have not received anyI have wasted days on this and refuse to be treated like this 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 When I log on to my Century Link account, it still shows the account is still open, but I received a message from "escalations" that said it is closedIf true, then that is all I wanted Sincerely, [redacted]