CenturyLink

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 complaintPlease 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 complaintSincerely, [redacted] Executive Regulatory Escalations Analyst CenturyLink Customer Advocacy Consumer/Small Business Sales and Care [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/09/11) */ I have received a copy of the Revdex.com complaint filed by Mr [redacted] ***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 well The email address provided by Mr [redacted] has now been cancelledCenturyLink regrets any inconvenience Mr [redacted] has experienced Sincerely, [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have resolved our email account issues only after receiving our complaint from the Revdex.comIt is unfortunate that it took months and having to file a formal complaint with the Revdex.com to resolve this matter Sincerely; [redacted] ***

04/13/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings:Upon research of Mr [redacted] ’ CenturyLink account, I found the new install order was placed online with no agent assistanceWhen an order is placed online Mr [redacted] would have entered the service address, mailing address, lease or purchase of the modem and monthly recurring charges with the contractual promotional discount and the requirements of auto pay and paperless billing.All the required information is given during the selection process and had Mr [redacted] entered an email he would have received an order conformation email as well.As this complaint is not a result of a CenturyLink error and Mr [redacted] chose the options of his package and contractual obligations, CenturyLink finds no credit warranted and has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com Complaint from [redacted] regarding a long distance rate disputeI have reviewed the customer's long distance charges for their March bill to the [redacted] showing they were not on our international calling planThe notes from our Executive Office Complaints Manager on 5/6/show the customer stated they thought calls to the [redacted] were covered which were not we adjusted $of the $in charges as a courtesyCenturyLink feels this is a fair resolution for these valid long distance charges since there are no notes indicating the customer had asked us about international calling and per minute rates previously.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 satisfactory to me Sincerely, [redacted] L [redacted]

Complaint: [redacted] I am rejecting this response because:Sent requested documents via email, awaiting responds Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/11/05) */ I have received and reviewed the Revdex.com complaint from [redacted] regarding third party billing charge disputesI have reviewed the account bills and notes showing we have sent the third party charges back to the originator along with adjusting the late fees as a courtesyI show in the notes we have correctly explained that the customers who have either accidently or intentionally subscribed to third party services need to contact the company to ensure no future charges are assessedIn this case the customer is being billed by USBI their name and number is on the customer's bill for disputes and billing questions USBI XXXXXXXXXXXWe also recommend the customer's parents do the same if they are also being billed by this companyCenturyLink would like to apologize for any frustration this billing issue has caused Sincerely, Mr [redacted] Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called both Century Link & the 3rd party directly when this 1st occurred to my account AND my parentsBoth of us were charged AGAIN after I specifically told Century Link & the other company no services were ordered on either accountThis is fraud & its not OK!! And credits should be posted as soon as the error has occurred, NOT after I pay my bill like the operator told me to do Final Business Response / [redacted] (4000, 8, 2015/11/20) */ I have reviewed the customer's response regarding third party billing chargesI have reviewed the current bill and show all credits have been issuedThere aren't anymore third party billing charges on the account the problem has been solved Sincerely, Mr[redacted] Final Consumer Response / [redacted] (2000, 10, 2015/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the resolution if there's a change in place that prevents 3rd party's from adding fees without my permission because a block on my account from century link did not work on my account or my parentsSo a change in your policies needs to occur Complaint Response Date bumped because: Holiday

Complaint: [redacted] I am rejecting this response because: They send this response and a letter stating it is all cleared up and I have a balance as of June 1, Yet I get a another bill in the mail on July 1st, dated from CenturyLink date of bill 6/21/for $They did not clear this matter upAll they did was issue a credit on the previous bill which I should never have received in the first placefor $This is the same thing that I have been dealing with for months now I tried calling the contact at the Corporate Office at CenturyLink who sent the letter ( [redacted] ) stating the matter was not resolved and left several messages for her yet no one has the courtesy to return my phone callsThis has been going on since February I have spent hours and hours of my time trying to get this resolved with them Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have talked to five people at century linkGiving them all the same informationAnd still nothing is fixed Sincerely, [redacted]

09/05/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings: Upon research of Mrs***’ CenturyLink account, I found her account had been disconnected on 08/17/per Mr [redacted] request on 08/16/to disconnect the accountI found the early termination fee was not chargedCenturyLink strives to provide quality products and services and appreciates the opportunity to address Mrs***’ issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationAs this issue has already been resolved, CenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I have reviewed the Revdex.com Complaint from [redacted] regarding poor internet speed without resolutionI have requested our Internet Escalations Team to contact and further assist our customer with the ongoing internet issues they are our highest level of Tech supportI also did check the customer's address showing the customer can upgrade up to mbps with many speed options in betweenThe customer also requested a free upgrade with a one year discounted rate due to the ongoing problemsI recommend the customer speak to our Disconnect/Retention Department to see if any such request may be available to them [redacted] We certainly understand the customer's frustration with poor internet service our Escalations Support Team will be in touch within 1-business days to helpSincerely,Mr[redacted]

CenturyLink appreciates Mr [redacted] giving us the opportunity to review the handling of his concernsAt CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our trainingUpon review, I verified Mr [redacted] ’s account had been canceled due the higher cost than quoted rate for serviceI advised Mr [redacted] , the higher cost for service was due to the availably of regular Internet service at his locationAll final billing on the concerned account have been credited back to a zero owing balanceCenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr [redacted] [redacted] CenturyLink Customer Advocacy Group

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The centurylink account number is [redacted] The collections agency account number is [redacted] I also want to reiterate that when a military member on active duty orders all businesses after to accept their orders and any contracts, regardless of their validity, become null and void Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I would like a Centurylink representative that is knowledgeable of our area to call/email me and explain to me Centurylink's plan and timelines for upgrades in our area Simply passing the message along is not a sufficient response Sincerely, [redacted] ***

I have reviewed the billing complaint from [redacted] stating he has experienced problems getting assistance with his accountWe apologize and are sorry to hear about this poor experience we are more than happy to help with his billing questionsIf the customer can provide me with their questions on specific charges on their bill I can further assistUnfortunately in the complaint details the customers just mentioned his bill wasn't correct but didn't provide any specifics.Sincerely, [redacted]

05/06/2016CenturyLink has reviewed our previous responses to Ms***’ issueAfter careful consideration, we find our original investigation and response to be valid CenturyLink has closed this complaintSincerely, [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: The only account number found that matches the information in this complaint is [redacted] ***At this time I do not see that this account is or has been in collectionsIf the customer has additional information regarding this complaint such as another account other than the one listed please have the customer email this information to [redacted] for further reviewCenturyLink 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, This issue has already been escalated to the [redacted] Mr [redacted] has already received a response for all concerns through the [redacted] process [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted] In essence you are saying that since we live in rural America you don't care that the service you are providing is inadequate, inconsistent and completely overpricedFurther, unless it can be shown that an investment in our rural community provides a ROI you have no intention of improving your service offeringWOW is all I can sayI am sure that the Revdex.com, if it were to be true to its' original purpose, would find your stance as insulting as I doYour profits are clearly spelled out each quarter and the multiple millions of dollars you provide to your shareholders are a common occurrenceIt sure would be the right and ethical course of action to invest in the rural communities of America.Your response saddens me and if I in fact had viable alternatives, I would relinquish our current relationship Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/07/13) */ 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 of Mr***'s services, records indicate the following orders: April 9, order NXXXXXXXX established DSL services April 10, order RXXXXXXXX established monthly modem rental fee of $ May 27, order CXXXXXXXX was issued to interrupt services for Non-Payment June 8, order DXXXXXXXX a complete disconnection of service was issued and dated back to May 27, when the service had been interrupted for non-payment Mr [redacted] indicates he returned the CenturyLink Modem Rental in June and provided the tracking numberHowever, when I checked both CenturyLink along with UPS tracking it does not indicate the equipment has been received Based on CenturyLink and UPS records the modem had been delivered on April 8, and left at the front door Tracking Number: 1ZX738XXXXXXXXXXXX Service: UPS Ground Weight: lbs Shipped/Billed On: 04/06/ Delivered On: 04/08/XXXX X:XX P.M Delivered To: CIRCLE PINES, MN, US Left At: Front Door Thank you for giving us this opportunity to serve you Sincerely, UPS Based on CenturyLink records I do not see where a technician was requested to check why the DSL was not workingIf a problem was on the CenturyLink side there is no charge however, if the problem was on the Customer's side of the demarc we do have a trouble isolation feeAdditional fees would be incurred should CenturyLink go inside the residence to repair a jack and/or any inside wiring As a courtesy, I have adjusted the final bill of $ and notified Collections to cease any activity on the accountHowever, there is a possibility Mr [redacted] might be billed for the Modem since it was not received within the day time frame based on CenturyLink's Terms and Conditions I apologize for any inconvenience Mr [redacted] experienced and that CenturyLink lost a Valued Customer Regards, [redacted] Customer Advocacy Manager Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Upon review of the response from " [redacted] at Century Link, I do not accept her responseI do have the UPS tracking number and proof of delivery which I will attach to this responseIt was my error of UPS tracking number that I supplied in my first responseThe tracking number is 1ZX738XXXXXXXXXXXX as stated above I will attach the proof of delivery Please expedite the credit of this and send me a $balance letter I appreciate the response sent by " [redacted] but I must say, I am just one of so many people, perhaps thousands that have had issues with Century LinkThe reputation of Century Link is their poor customer service, hold times etcSo when " [redacted] says Century Link "lost a valued customer" I have to believe that same empty statement has been given to the thousands that complain" [redacted] have you or your superiors ever looked at the amount of complaints that are the same day in and day out? How many times have you written that same meaningless statement? Here is a novel idea: DO NOT use statements like "Century Link strives to provide outstanding customer service" This is well known that this isn't the caseHas the corporate eschelon ever looked at the "complaints by Consumer Affairs"? Or the FCC's website? Those tell a very different story about your customer servicePerhaps if you just were honest and said "we could care less about the customer and if you want to complain, complainWe have deep pockets from the customers that don't complain that after wasting your time, we'll pay upIs this really what you call valuing a customer? Sincerely, [redacted] Final Business Response / [redacted] (4000, 8, 2015/07/24) */ CenturyLink appreciates the additional feedback from Mr***However, I am not able to send a revised statement reflecting a zero balance as the account is closed On July 13, I issued an adjustment of $ which zeroed out the account and has a record number XXXXXXXX associated with the adjustment The outside collection agency was notified to cease all collections and remove any reporting historyJune's monthly statement reflected a balance of $ minus the adjustment of $ I placed on the account July 13, 2015, leaves a zero balance I am hopeful this will assist Mr [redacted] with the information he is seeking Regards, [redacted] Customer Advocacy Manager Final Consumer Response / [redacted] (2000, 10, 2015/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)