CenturyLink

I have received a copy of the Revdex.com complaint filed by Ms [redacted] ***, regarding a billing disputeAfter investigation of Ms***s account it has been found that the customer was told Centurylink would issue the credit for the mistakeI have issued the credit and applied it to the customers accountWe apologize about the frustration, and the time it took to resolve this issue for youWe appreciate the opportunity to address and resolve this concern for youSincerely, Mr [redacted]

05/20/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings:Upon research of Mr***’s CenturyLink account, I found the new service order was completed on 08/07/for CenturyLink internet serviceI found records that the service was disconnected on 09/15/On 07/02/2015, a request was placed by a CenturyLink agent to issue credit for the balance in full to zero the balance on Mr***’s CenturyLink accountHowever, that request was denied by management.I have issued a credit for the balance in full and have submitted a cease of collections and removal from any credit reporting (timeframe up to days).I apologize for any inconvenience this may have caused.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have left Mrs. [redacted] a voice message with my contact information, Once I receive confirmation of authorization from Mrs. [redacted] , I will be in contact with Mr. [redacted] . [redacted] CenturyLink Customer Advocacy Group

07/15/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 Mr [redacted] ’s account contractual promotional discounts does require autopay, however the package also requires CenturyLink’s paperless billing, as described on each bill statement:----------------------------------------------------------------------...⇄ Details of Your Internet Charges You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 04-05-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill.---------------------------------------------------------------------------...⇄ Unfortunately, as the package requirements are for both of CenturyLink’s autopay and paperless billing (as described on each bill statement), no credit adjustments would be warrantedThis may be set up through CenturyLink online MyAccount at www.centurylink.com/myaccount (a MyAccount will need to be set up by following the prompts) Keep in mind that paperless billing may take 1-bill cycles to complete and the additional promotion will not begin until the bill reflectsI have issued an order to remove the leased modem router from Mr [redacted] ’s CenturyLink account with an effective bill date (reversal of charges) to 07/07/(July’s bill date)Mr [redacted] has been billed bill cycles and has been issued manual credits already for the leased modem chargesThe order I placed will stop billing for the leased modem and will reverse (credit) the lease modem charges for 07/07/to 08/06/billed on the 07/07/statement when the 08/07/bill statement printsAs Mr [redacted] has been advised of the autopay and paperless billing requirements on every bill statement; an order was placed to remove the leased modem; adjustments have/will be issued for the lease fees (bill statements; manual credits; reversal that will appear on the next bill statement), CenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 [redacted] or via the Revdex.com with all the relevant account information and a review of the claim can be completedCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced and appreciates the opportunity to resolve this complaintSincerely, [redacted] Executive Regulatory Escalations AnalystCenturyLink Customer AdvocacyConsumer/Small Business Sales and Care

I have received a copy of the Revdex.com complaint filed by Mr [redacted] , regarding a billing disputeAfter investigation of Mr [redacted] 's account it has been found that his current internet pricing before taxes or fees is billing at $a monthMr [redacted] has an opportunity for an additional $off a month (as long as he maintains the internet package) by setting up auto pay through his checking account or credit/debit cardThis may be set up through CenturyLink online MyAccount at www.centurylink.com/myaccount (a MyAccount will need be set up by following the prompts) or through the back of the payment remittent slip by filling out the information for auto pay and sent in with current month paymentKeep in mind that autopay may take 1-bill cycles to complete and the additional promotion will not begin until the bill reflects the auto payment on the accountMr [redacted] s internet will bill at $a month when the auto payment requirement is metAs far as the [redacted] pricing we have no control over [redacted] 's pricingHe needs to contact [redacted] and inquire about why his billing with them has increasedThey can be reached by calling [redacted] Sincerely, Mr [redacted]

I have check the account numbers provided by the customer and don't find any open or closed accounts with those numbers. Our account numbers are 9 numbers not 8. I would advise the customer to double check the CenturyLink billing to ensure it's our charges or possibly a third party billing... situation. They can also call our billing department [redacted] or use our live chat help option on our website www.centurylink.com. If the customer has additional information for me to help find the closed account I would be happy to further assist. Sincerely, [redacted]

09/12/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 this complaint to be a duplicate and was already address by an Attorney General’s response:_______________________________________________________________________...⇄ Executive Office Complaint ResolutionCustomer: [redacted] BTN/BAN: [redacted] Case ID: [redacted] Date Received: 08/15/16Response Date: 08/25/CenturyLink respectfully submits the following information related to [redacted] ’s billing concernsCenturyLink investigated this issue and found that the customer called in on 08/03/to get a new promotion addedThe current 08/04/billing statement doesn’t reflect the changes and auto pay was removed, which resulted in the loss of a $discountThe 09/04/billing statement will reflect accurate chargesCenturyLink appreciates the opportunity to address this issue.__________________________________________________________________________...⇄ I found the promotion was on the 09/04/statement (without the autopay additional $off portion of the promotion)Ms [redacted] was also issued manual credits for the missing promotions and advised of the autopay requirement on 09/09/Ms [redacted] has an opportunity for an additional $off a month (as long as she maintains the same internet package) by setting up auto pay through her checking account or credit/debit cardThis may be set up through CenturyLink online MyAccount at www.centurylink.com/myaccount (a MyAccount will need to be set up by following the prompts) or through the back of the payment remittent slip by filling out the information for auto pay and sent in with current month paymentKeep in mind that autopay may take 1-bill cycles to complete and the additional promotion will not begin until the bill reflectsCenturyLink has reviewed our previous responses to Ms [redacted] ’s issueAfter careful consideration, we find our original investigation and response to be valid CenturyLink has closed this complaint Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Unable to track the original equipment o our inventory or the return after the customer given incorrect information CenturyLink as adjusted the charge and that will bring the balance owed to zero 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 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 Mr [redacted] has been billed correct, no errors in were found in our billing systemMr [redacted] was was billed late payments charges due the bill being paid lateI did not find any issues with our payment processing systems as Mr [redacted] describes in this disputeAll charges are valid and have been sustained [redacted] CenturyLink Customer Advocacy Group

Our records indicate [redacted] also submitted a complaint with the [redacted] (#***) regarding her concerns A response from CenturyLink was sent to the [redacted] on August 21, The response states, “service was repaired on 8/18/and a credit of $was provided for the time out of service Thanks.” Please refer [redacted] to the PUC response for more information CenturyLink regrets any inconvenience [redacted] has experienced [redacted] ***

CenturyLink appreciates the opportunity to review Ms [redacted] account, [redacted] *** A Broadband Escalation Representative has reviewed Ms [redacted] repair history Our records indicate several repair tickets were opened from December to December The last call on December 27, was regarding slow internet speeds The agent walked the customer through troubleshooting to compare wired and wireless connections It was determined that Ms [redacted] was experiencing wireless issues, which mostly likely indicates a problem with a modem A new modem was recommended and Ms [redacted] was advised her current modem was out of warranty The only other repair call related to wireless speed was on May 26, The agent corrected the issued by the end of the call The other repair calls were related to network issues or outages Since there were no repair reports regarding the wireless speed from May to December, the HSI Escalation Representative concluded that the December speed issue is probably a new issue The problem could be related to the modem, which might need to be replaced CenturyLink respectfully denies Ms [redacted] request for a free modem Margaret CenturyLink Customer Advocacy

I have reviewed the service agreement dispute from [redacted] who is stating they didn't agree to a term commitmentI reviewed the customer's account showing they are on a month promotion for Prism TV service and receiving a $monthly discountWe remind our customers each month about their agreement via their bill is states when their promotion expires in this case 07/08/To date the customer has received $in discounts in exchange for their month service commitmentI show the customer's monthly rate increased on 9/06/when their auto pay discount was removed due to not maintaining auto pay on the accountThe customer contacted us via live chat on 10/3/indicating they were having problems setting up auto pay and was given a few options for us to assist with this issueBased on my findings I am sustaining the service agreement which is subject to early termination fees if canceled before 07/08/2017.Sincerely,Mr[redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ 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 have verified Mr [redacted] asked for new phone service on June 12, 2015, later canceled the original order on June 13, I made contact with Mr [redacted] , educated findings and advised Mr [redacted] will need to place new order for serviceMr [redacted] did not have time to place order for new service, will callback at later time [redacted] CenturyLink Customer Advocacy Group Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) In addition to the fact that we never "canceled" an order, The alleged contact where I stated that I did not have time to complete another order, is taken out of context, my comment was (& is) that I started this process in May & would like an explanation as to what the problem wasI sent you a addendum on Friday August where I stated that I in fact DID put in another order after being told that there were THREE (3) orders on file since MayThe agent, Oscar, had no explanation for this phenomenon & suggested I put in another order & he would cancel the other three???? which I didI was then told I would hear from Cent Link by Tuesday, (18) which I did notI called today (20th) & was told they are waiting to hear from our current carrier releasing the phone numbers but I would hear back from them (Cent Link, ***) in four hours, that was hours agoI will follow up with you if/when I hear from Cent Link again Final Business Response / [redacted] (4000, 20, 2015/10/02) */ On Tuesday, September 29, 2015, I advised Mr [redacted] , [redacted] agreed to release his service order to CenturyLink for Thursday, October 1, I agreed to have a tech go out there and complete the order on that release date Please be advised all service orders have been complete as of October 1, All services are working with CenturyLinkPlease close this complaint as all concerns have been addressed [redacted] Customer Advocacy Group Final Consumer Response / [redacted] (2000, 22, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) AS I stated in the initial complaint, this part of the country has limited services pertaining to Internet & phone serviceThis leads to a "take it or leave it" attitude on the part of the providersWe needed positive reliable land line service which is only available through Century LinkI believe this accounts for the reason it took FOUR MONTHS to secure serviceWe do have service as of October 1STTo date we have not had so much as a basic apology or explanation as to the reason for this delayIf I had a choice I would have land line service elsewhere

02/11/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings:Upon research of Mr***’s CenturyLink account, I found this issue had already been resolved.On 01/04/2016, an order was placed to remove the leased equipmentThis change reflects on the 01/19/statement.On 01/18/2016, a request for adjustment in the amount of $was placed.On 01/22/2016, the adjustment in the amount of $was applied to Mr***’s CenturyLink account.As this issue had already been resolved, CenturyLink has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response / [redacted] (1000, 4, 2015/09/24) */ 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, Ms [redacted] is being billed at the correct promotional rateThe July billing included late payment charges as well billed at the non promotional rate due to auto pay removedInconsideration to Ms [redacted] complaint, I have credited back $due to customer satisfaction [redacted] CenturyLink Customer Advocacy Group Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/28) */ From: [redacted] (mailto: [redacted] @gmail.com) Sent: Monday, September 28, 6:PM To: Revdex.com Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXX-XXXXXXXX-X-XXXX) Good Evening: The situation has been resolved

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: The customer was on a promotion that expired or no longer applied when the bill went up to the rack rate for the product/services the customer hasThe bill was correctThe Disconnection date was made effective the beginning of august regardless of the actual disconnection date and as a result the vast majority of those charges were negated and the customer was not charged an early termination feeAs a result of backdating the final bill, the customer is actually getting a refund of $No further adjustments are warrantedCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] ***

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review the handling of his account. At CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our training. Upon review, Mr. [redacted] reported trouble with Internet... service on August 3, 2016, trouble was isolated at that time with no further issues. On October 10, 2016 Mr. [redacted] called into disconnect service with claims of speed service issues. The agent reviewed Mr. [redacted] ’s claims with technical support and found no problems on the CenturyLink side. Mr. [redacted] was advised the early termination fee in concern would stand. The early termination in dispute is valid and has been sustained. [redacted] ***

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: There are extensive notations back in March of explaining the customers pricing and what to expect The pricing customer is referencing is before taxes fees or surcharges are added and are not included in the overall price quote The triple play option the customer opted for at this time did bill as it should A May inquiry by the customer resulted in a loyalty credit being added to the account for a limited time When these loyalty or retention offers and other incentives on any account expire the price relative to those incentives result in an increase in the price of the products and services related to that offer or promotion If the customer is not happy or wishes to change or discontinue services due to these billing circumstances, the customer may do so without penalty of early termination fees if 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

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] has not been billed at the correct promotion quoted rateMr [redacted] disconnected service with CenturyLink on September 23, At the time of disconnection our agent offered to correct the billing error in concern, Mr [redacted] declined and asked to disconnect servicesInconsideration to all Mr [redacted] ’s billing concerns, I have agreed to credits back Mr [redacted] $as requested for resolutionThe $credit will apply to the remaining final billing owed of $The difference of $will be mailed to Mr [redacted] within 4-weeks in form of checkI apologize for any inconvenience CenturyLink may have cause Mr [redacted] [redacted] CenturyLink Customer Advocacy Group