CenturyLink

2/24/16 Centurylink has reviewed the customers complaint regarding payments not applying to their account. The customers is requesting the early termination charge be waived. The customers account reflects a payment was posted to the account of $113.58 on 2/1/16. The amount paid the December... charges. The customer would need to provide proof of payment on any payments other than the $113.58. The early termination charge of $139.65 was credited today. Centurylink apologizes for the poor customer service received regarding this matter.***/Centurylink Manager

Complaint: [redacted] I am rejecting this response because: I did provide information I addressed every concern that Century Link raised I followed Century Link instructions and still do not receive the promised speeds They claim to you that it looks good at their end but that is NOT what I get Century Link technicians say that there is congestion caused by Century Link over selling and is expecting me to agree, I do not Century link has not addressed any issue and has offered no explanation for their failure Sincerely, [redacted] ***

04/21/2016CenturyLink 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 Mr [redacted] started CenturyLink service with the following:____________________________________________________________Internet and Home Phone[redacted] Includes internet service for sixty-one dollars Includes local phone service and features for thirty-five dollars High-Speed Internet Month Any Speed Term Commitment discount -*------------------------------------------------------------------------------...⇄ and Voice Monthly Charges Total $54.95*Advanced Modem - Lease [redacted] $per minute Long Distance service [redacted] Before taxes, fees, surcharges and usage____________________________________________________________On 03/28/2015, CenturyLink received an order to release and change Mr***’s long distance codes to Peak CommunicationsCenturyLink cannot deny or dispute orders from other local or long distance providers without a Freeze being on the account to block other providers from retrieving the local or long distance codes.This long distance service was billed by a 3rd party billing company, USBI to Mr***’s CenturyLink bill statementThe USBI billing billed over a month behind on the CenturyLink statements (example: USBI 03/15/statement appeared on the CenturyLink 06/19/statement.)In September 2015, an order was placed to switch Mr***’s long distance back to CenturyLink’s $per minute plan and a courtesy credit was issued for some of the USBI charges (This credit was not warranted and should not have been issued as the charges were not CenturyLink charges and should have been disputed through USBI)In December 2015, an order was placed to change Mr***’s phone, long distance and internet package (includes unlimited long distance).Mr [redacted] requested his service to be disconnected on 01/22/The order was placed and completed the same dayAfterwards, Mr [redacted] had request to have a standard telephone with the same phone number as before installedThe order was placed and completed on 02/04/CenturyLink received an order to release Mr***’s phone number to another local provider with a due date of 02/15/Mr [redacted] was charged for an installation fee and the timeframe CenturyLink provided service.After a full review of the service, CenturyLink finds no billing errors for the package and services Mr [redacted] subscribed toCenturyLink finds no credit warranted and has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 accessed the site using Chrome, IE and Firefox and was able to access the site in all three browsersCenturylink is not blocking access to this site in any way shape or formThe customer may want to check the PC for excessive temporary files, clear the cache on the PC etcThese things can be found by researching them on the internetExtremely strict browser settings may hinder access to various sites if the browser sees them as exceeding the security settings on the computer as wellCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced but this is not related to the CenturyLink connection that the customer is using Sincerely, Steve S [redacted]

04/25/CenturyLink has reviewed our previous responses to Mr [redacted] ’s issueAfter careful consideration, we find our original investigation and response to be valid A credit has been issued to Mr [redacted] ’s CenturyLink account leaving a zero balance and all collections and credit reporting has been requested to cease (allow up to days to reflect)CenturyLink has closed this complaintSincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

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 trainingIf the line is still not buried the customer should call directly into the buried wire group at 888-496-3549, enter the area code, option then option If the customer does not get the assistance they need after contacting the buried wire service center, please have the customer contact me directly at [email protected] for further assistance in escalating this issueCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, Steve [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint and found the following: As requested by the customer, due to the extremely complex issue of how the orders were written and the issues of down time, promotional pricing that differ or expired on the previous account, per the customer’s request CenturyLink will contact the customer directlyPlease have the customer contact the manager handling this complaint by any of the means listed below directly with a time that is convenient so that we may resolve the customer’s issues and concernsCenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced Sincerely, [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because: Nothing was said in the phone conversation when I placed the order about that price only being good if I accepted ebill and auto pay That is a lie Since you went back and reviewed the recorded conversation could you send me a copy of it? I would like to hear it because apparently I wasn't present for that portion of the conversation Your sales people will say anything to get the sale.Clearly you care nothing about your customers, your lying sales people or your customer service Sincerely, [redacted]

I have received a copy of the RevDex.com complaint filed by Ms. [redacted] ***, regarding a billing dispute. After investigation of Ms. ***s account it has been found that this issue has been resolved. Our records indicate that a credit for $40.00 was placed on the account. We... also show that the services are currently billing at $40 a month with our price for life promotion. CenturyLink apologizes for the frustration encountered. CenturyLink has closed this complaint. Sincerely, Mr. C [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: Part of the issue here is also that the customer waited to a little to long to make arrangements to pay the billCenturylink makes every effort to notify the customer well in advance of any suspensions of servicesThat said, as a onetime courtesy to the customer, Centurylink has issued a n adjustment to the account in the amount of $plus applicable tax for total adjustment of $42.50, reference number 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

I have received a copy of the Revdex.com complaint filed by Ms [redacted] A [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 investigatedAfter reviewing the account information, it was discovered that: CenturyLink records indicate that return labels have been sent and the modem is now showing as being returned to our warehouseThe credit should appear on Ms [redacted] ’ next statementI apologize for any frustration and inconvenience this issue has causedThank you for bringing this issue to our attentionSincerely, [redacted] CenturyLink Customer Advocacy

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 meHhopefully, I will receive a copy of CenturyLink's response Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:When I opened an account on mid May, I talked to the customer service that Monthly bill will be around $with bundle internet and Prism with top box free because my I have a good credit and I agreed with years contract.On May I got first bill stated $45.43, and between the month period I called several time to centurylink asked how much I will be charged, nobody in CenturyLink can give me the answerThey said they will not know before the bill generatedI called them because I didn't want to have surprise in my 2nd bill and I still can cancelled within a monthI didn't know if it was a trap or a scam, after month period just passed the 2nd bill came dated June with the amount $And I call CS around July why the charged that much, and the CS cannot give the right answer even I asked to talk to supervisor or manager, and she said it will be the sameAnd she said if I didn't pay the bill will be affect to my creditIn this case I DON'T HAVE ANY CHOICE came to an agreement to avoid the termination and came out with year agreement with the price around $monthlyThe fact, another LIED, the bill came with the amount $And I called again and they said the overpayment will be credited for the next bill, but I never trust Century Link anymore, I called back again after a week to make sure everything oke, but the CS said there was no updated or correction on my account, WASTELESS again and the last CS fixed it, and finally after months processed my august bill came with amount $without any credited that I overpaid last month.I just let you know I have to agree to continue the service because I don't want to pay penalty fee, even it was just past several days.The problem is Century Link cannot commit with the price that I agreed when I opened the account, and I thought CenturyLink is a big company and can be trusted as a public company but IT IS NOT Sincerely, [redacted]

Our records indicate Mr [redacted] also submitted a complaint with the Federal Communications Commission (# [redacted] ) and CO Public Utilities Commission (# [redacted] ) regarding his concernsThe complaint is currently being reviewed and investigated for resolutionOnce the investigation has been completed, the team managing the complaint will respond to the agency and the customer with the outcome of their findings and resolution Margaret Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because: Century link failed to mentioned I had already called the prior year and was told that I had year of the current rateThat was in August 2016, naturally, that would take me to August I asked for the same plan this yearIt was denied and I was told it was not available The same plan I have been on for numerous yearsJust this week, I have found out one of my friends is currently on this ~planI have asked her to save her bill next time Century link has not been truthful, and has with held some key timeline information Also, Century link charging practices should be a concern and reviewedCentury link is fully aware of their unfair pricing practices for this limited service area of [redacted] NM yet they continue to charge the same as they would where their services are available Knowing this, having a plan for customers who have limited service makes sense and not charging for something they are not delivering; high speed internet like they advertiseI am very disappointed in the response belowIt is incentive and is without merit Sincerely, [redacted]

Revdex.com:Cr: [redacted] try address [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding service outage and credit for downtimeWe apologize it took a few days to restore the customer's service and understand how frustrating that would beUnfortunately there are several reasons the service can go down many of which are out of our control our goal is always to restore the service ASAPI have given the customer a courtesy credit of $which has already posted to the account they will see it on their next bill.Sincerely, [redacted]

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 credited Mr [redacted] ’s account the disputed $late payment chargesA revised bill will be sent out to Mr [redacted] in the next daysAll collections will be suspended for the next days as Mr [redacted] ’s account has been notedI apologize for any inconvenience CenturyLink may have cause Mr [redacted] [redacted] Customer Advocacy Group

Centurylink appreciates Mr [redacted] giving us the opportunity to review our handling of his accountI would like to apologize for the less than exemplary service that Mr [redacted] recently received from Centurylink representativesHis 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 Mr [redacted] had set up another account when he already had services which caused the services to be turned off because the address is not capable of having dual serviceMr [redacted] has an existing account [redacted] which currently has internet and television servicesThis account has been open since The new account [redacted] which was set up online has been canceled and all charges have been credited back to this accountThe customer is not eligible for the $reward card because he was an existing customer and already had services set upFurthermore our records indicate that on 05/02/the customers active account was put into the Price for Life Promotion by our customer careCenturylink regrets any inconvenience Mr [redacted] has experiencedSincerely, MrChristensen

Initial Business Response / [redacted] (1000, 14, 2015/10/20) */ To whom it may concern: I have reviewed the customers' complaint and found the following: Recap and reply: "Customer service reps are indiffrent to my concerns and failed to provide me with written confirmation of a discount for signing up for auto pay." CenturyLink apologizes if the customer was not treated with professional courtesyWe train differently and would hope that it is always a priority of our employeesOn this promotion, paperless billing and autopayment, the confirmation comes through the mail or through electronic mail provided by the customer according to the listed preferences on the accountAll orders placed whether new service, a records or change of service order also follows this process "I signed up for Century Link internet service via phone at the end of OctI was not informed at the time that I would a) need a phone jack in order to get service," It is extremely unusual and very rare for a home or apartment to not have phone [redacted] and cable jacks [redacted] pre-installed at the time the structure is builtSince the customer was unaware of the need, unless it was brought to the attention of the CenturyLink consultant, it would not be unusual for this to go unaddressed It's not common that a jack is not availableSince the customer did not know it was necessary and consultant did not know it was needed unfortunately this was the cause, not due diligence on the part of the consultant's efforts to assist the customer After an order is placed, the customer does receive written or electronic confirmation of the orderThis is very detailed and complete and includes the terms of the promotion, any criteria needed to comply with to receive discounts associated with the promotion and all terms and conditions of the promotion as well recap of the order itselfI can't address if the customer did not receive any of this or was unaware or did not read it thoroughly, but e3very effort is made to disclose all aspects to assure a smooth introduction to CenturyLink product and services " I am already receiving a $discount for bundle and promotionReceived my bill on Sept 15, with prorated charges but not a prorated discountCalled to inquire about that and was simply told "we don't do that"." CenturyLink apologizes for the poor explanation this agent provided; we don't do that is not an acceptable way to explain why it doesn't get invoiced the way the customer expectedSome promotions are not pro-rated and some are and as the customer learned though not very professionally is that this one is not This is because over the years, it has shown to be confusing as to why the1st and eventually the 13th month (as would be applicable on a month tem commitment promotion) have partial regular rate charges and partial promotional rate chargesCenturylink has found that when explained properly, the customer experience and ability to track the time the promotion is applicable is less confusing and generates less negative customer impact if the promotion starts on the very first full bill cycle and ends on the very last full bill cycle the promotion is applicable to "Asked when my auto pay would reflect so I could receive additional discount and was told it could take 2-billing cyclesI asked if I would receive a credit for the months that it would take Century Link to apply that since I signed up prior to my first bill even being generated and was told "we don't do that"" Again, Centurylink apologizes for this kind of unprofessional answer, it's simply not acceptableAutopay always starts the second bill cycle after it is implemented for the benefit of the customer in the event there is some substantial error on the order or charge the customer was unaware of and that way the issue can be addressed manually before the first payment is made and insure when the payment comes out automatically that the customer is aware and knows what to expectPromotional pricing will be in effect for the duration of the term so if starts late do to issues like this or billing dates invoiced then will still go for the duration of the term, months and no adjustments are needed as it will still apply for the correct amount of time " Asked to have written confirmation sent to me stating that by signing up for auto pay that I would receive the additional $monthly discountWas told again "we don't do that"Was transferred around and placed on hold over minutes before a supervisor told me the sameI asked for a reasonable explanation for why they could not send me a written confirmation of something I have been told by three different reps and I was not provided an explanationOnly "we don't do that" I'm not sure if the consultant understood the customer to mean written as in a personally written or typed correspondence which the front line agents do not have the ability to provide Again, as noted prior, the customer receives a printed document, mailed or electronically mailed recap of any and all orders including the services, changes and charges the customer should expect to see on their bill unless the preferences established and input in the customers customer service record indicate they have a different preference or only one specific preference It's unfortunate that the consultant and the supervisor that took the escalation request did not offer to send a copy of the terms and conditions as this would have negated the need the customer felt to file this complaint To be clear, here are the terms of this promotion as follows: The month term provides a discounted rate up front from the or "rack" rate that it will bill at once the promotion expires In addition to this, if the customer enrolls in autopayment the promotion provides for an additional $dollar discount In addition to this, if the customer enrolls in paperless billing the promotion provides for an additional $dollar discount If all criteria are met the total of the rate the customer would pay before any equipment charges, taxes fees or surcharges for the duration of the promotion just for the internet service is $ "Speaking to [redacted] , employee number XXXXXXX, whom I was told was a supervisor, was the most frustrating experience I have ever had with a customer service repHe was completly indifferent to my concerns and would not attempt to help me at all, but to only sit in silence and offer no help whatsoever My account/phone number is XXXXXXXXXX." CenturyLink appreciates the feedback regarding how this all was handled and appreciates the information the customer has providedWhile it cannot be disclosed what eventually will be done, we use the customers input to generate a root cause analysis and address all the individuals relative to their part in this poor customer experience As a courtesy to the customer, I have issued an adjustment to the customer's account for the two months as the customer has requested and hope that helps the customer understand that Centurylink does appreciate their business The adjustment is for $and should apply on the next bill cycle 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 Initial Consumer Rebuttal / [redacted] (2000, 16, 2015/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)