CenturyLink

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 a credit was placed on the account on 07/19/for $for the issues that Mr [redacted] has reported to The Revdex.comCenturylink considers this complaint resolved and closedSincerely, Mr [redacted]

Final Consumer Response / [redacted] (2000, 5, 2015/12/17) */ called them todayTook around min, gal was very nice, corrected my billStill, it took over an hour of my time just to undo something they changed without asking meThey should be more respectful of their client's time

I have received a copy of the RevDex.com complaint filed by [redacted] , regarding a billing dispute. After investigation of [redacted] 's account it has been found that this issue has previously been handled and resolved. [redacted] also sent an email to our executive office and... an executive office manager reached out to [redacted] and agreed to credit the restoral charge as a one time courtesy. [redacted] had left her contact information for [redacted] should she have any further questions or concerns as she is the single point of contact regarding this issue. to ensure our customers have the highest degree of consistency and experience. Centurylink apologizes about the frustration encountered. Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/08/12) */ 8/12/15:Centurylink has reviewed the customers account regarding the $balance on their account in disputeThe customer indicated they were offered a $in May when they called in as their promotion had endedThe customer has stated they have not received the credit of $on their account and is being billed late payment chargesThe customer was issued credit of $for the late payment charge billed on the June bill on 6/18/A $credit was issued to the customers account on 8/10/for the credit they have not receivedThe late payment charge of $reflected on the July bill was also creditedCenturylink apologizes for the poor customer service received regarding this matter ***/Centurylink Manager Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you Revdex.comIt is a shame that it takes going through you to get a company to respond to their own errors

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 13, 2015/10/02) */ I have received and reviewed the Revdex.com complaint from [redacted] regarding a poor customer service experience from one of our ConsultantsI have reviewed the notes on the account and show the Consultants Supervisor called our customer back on 9/29/to address the poor service providedI contacted the Supervisor who informed me they did listen to the call and provided the feedback and training to the Consultant ensuring others don't have the same experienceCenturyLink would like to apologize for this uncalled for customer service experience Sincerely, Mr [redacted] Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 15, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Was the outcome I was expecting

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: According to internal records the customer is operating on a pair bonded technology that is priced different than what was offered initially On October 5th, the customer engaged a CenturyLink consultant who recognized this and made the necessary corrections and added an additional discount to bring the monthly pricing in line with the customers’ expectations Adjustments totaling $have already issued to address the difference and the rest automatically came off the promotional offset that prorated back The customer was temporarily taken off of the paperless billing and will need to reenlist to keep the promotional pricing on the account; all of which has been explained to the customer 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

Complaint: [redacted] I am rejecting this response because: There are I presume (families in my community; not as was suggested by the call I got today)Century Link is charging pricing for (1985?) technology [redacted] I was told the following figure on the phone 4/23/"It will cost them $500k or more to update to Fiber-Optics in the community." - the gentleman hinted at the fact that they absolutely do not wish to invest in this endeavorAfter techs (they want to send one more), a one time $rebate, $off my bill every month (so now $75) ...I still have the same service with a new wire adding the housing (box) for the wiring was cleaned up, freshly painted and closed securely for now (by my H.O.A.)Fact: whether any other phone companies desire to bring in a service or not (how did that happen in the first place?) ...Century Link is the only provider [redacted] I will be receiving a new Modem within a day or so, I have little hope that it will do anything more; the technology is too dated [redacted] I can't send a video to you or Century Link yet I have posted (2) to [redacted] ; the Pre-attempt at fixing and the Post-Attempt; the pictures sent are post [redacted] I have yet to get any comments on [redacted] that were good to include older customers that have changed yet they had a choice (outside my community) Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 4, 2015/11/16) */ 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, This issue has already been escalated to the CenturyLink office of the PresidentMr [redacted] will receive a response for all concerns through the office of the President process [redacted] CenturyLink Customer Advocacy Group Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Compared to the quotations we received from authorized agents of the company when we began using CenturyLink's services, we have been and continue to be grossly overchargedWe have notes documenting email, telephonic, and postal letter communication with at least different people at CenturyLinkWe have easily spent a minimum of twenty hours discussing our problems with various representative of the company; most of these conversation were initiated by usThat included one conversation that lasted over two and one half hours! Further, our internet was disconnected for 2-days by the company after they had assured us that would not happen while they were "reviewing" our problemsLastly, we received a letter from the [redacted] (***) notifying us that they "received at least one report that added negative information to your [redacted] file." We have always taken great pride in having a superior credit scoreWe promptly pay all of our bills, we have no debt and we have been paying CenturyLink, on a monthly basis, the amount they quoted for the service providedWe have no intention of paying arbitrary charges which exceed what we agreed to pay when we began our service with this companyTo say the least, this has been a most frustrating experience and, just today, we received another outrageous bill from CenturyLink that exceeds by over $the amount we agreed to pay CenturyLink promised us over two months ago that they would resolve this messWe have copious notes from which we have referred time and time again during our conversations with themThey have told us that they do, indeed, have transcripts of our pertinent conversations with their agentsSo, the fact that we have not had these bogus charges reversed is a complete mystery to usThe fact that our credit score could be lowered by this is unacceptable to us and we trust this problem will be equitably resolved very soon Final Business Response / [redacted] (4000, 13, 2015/12/21) */ Mr [redacted] is working with [redacted] in the CenturyLink Presidents office'sThe issue has to do with an ongoing billing issue that is in the process of being resolvedMr [redacted] is aware that [redacted] is his direct point of contact [redacted] Customer Advocacy Group Final Consumer Response / [redacted] (2000, 15, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) At this time, so close to the "resolution" of my complaint, my acceptance of the proposed settlement proffered by CenturyLink must be provisionalIt is true that [redacted] from the President's Office actively managed the situation and was instrumental in resolving my issues with CenturyLink For that, I am most thankfulNow, it is my fondest hope that what I have been promised will, indeed, come to fruitionAt this time, I have no reason to believe that will not be the case What was most troubling to me during this matter was the fact that a billing/service issue that began on 5/19/2015, compounded on 6/18/2015, continued to escalate through the summer, fall and early winter, was not resolved until 12/29/During that time, our internet was disconnected by CenturyLink (after they told me that would not happen), we received a letter from the [redacted] (***) notifying us that our credit score could be in jeopardy, and we had documented conversations (initiated by us) with at least CenturyLink representativesWe, easily, spent at least hours on the phone (the longest call lasted hrs., minutes, seconds on 10/23/15) speaking with people who, while understanding our situation, admitted they did not have the authority to rectify the problem Words cannot begin to describe our continued frustration throughout this arduous processNo one, including anyone at the Revdex.com or CenturyLink, should have to go through this! I am a Type 1, insulin-dependent diabetic and undue stress in not helpful to my conditionThroughout our 1/year marriage, my wife and I have proudly protected our credit score and the mere suggestion that it could be damaged was disconcerting to say the least In my business career, our company was very customer-oriented and the manner in which we dealt with problem very often resulted in our obtaining more business from the clientI cannot imagine our dealing with a customer in the manner with which we were treated by CenturyLinkIt is our hope that CenturyLink will take something away from this that will allow them to be more responsive to other customer's problems as they arise A good beginning would be to forego the cavalier attitude exemplified by "**" of the CenturyLink "Customer Advocacy Group" in his responses to the Revdex.com regarding our issues wherein he prematurely "closed" the complaintThat response, happening well before things were resolved, was not reassuring to us and seemed designed solely to "call off" the Revdex.comThat "head in the sand" approach is not appropriate, in fact it is offensive and someone at CenturyLink may want discuss that with "**." Finally, we want to thank the Revdex.com for their help in the resolution of this matterAnd, again, we offer a special thanks to [redacted] at CenturyLink

Revdex.com: I had previously been personally contacted by a manager at the business, outside of the Revdex.com line of communication, with regard to complaint ID [redacted] I believe the resolution to be satisfactory, as it included immediate termination of the contract and a full refund of all payments made to the business 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 Satisfactory may not be the best word My service was restored and I did receive a credit for the time I was without service However, I am still upset by the contradictory information I received during the process of trying to have my service restored It was CenturyLink's own employees who told me my service had been disconnected because I had called to have my service discontinued two weeks later I find it incredible that no one looking at my account during this process could tell that I was having a service outage, but that the person who reviewed my account after the fact was, apparently, easily able to tell that was the case I'm not sure if the people I spoke with that weekend, which included a supervisor, were that poorly trained or if facts are now being portrayed differently because I made a complaint I also find it very disappointing that I could get no resolution to my problem over an entire weekend I did lose a day of work (on Monday, February 15) as I work from home and was not able to work while I was awaiting the field technician Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I talked with several agents and spent a long time on the phone trying to get my international calling plan set up It is to state that I didn't order the international calling plan before getting charged Centurylink owes me this money because I ordered the international calling plan, well before I talked to anyone and wasted time on the phone I ORDERED THE INTERNATIONAL CALLING PLAN PRIOR TO TALKING TO ANY SUPERVISORS IT'S NOT MY FAULT THAT YOU DON'T TRAIN YOUR AGENTS PROPERLY WHY SHOULD I BE CHARGED FOR YOUR MISTAKES!!! Sincerely, [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by Mr [redacted] and found the following: Additional review found another manager in the executive office is or has already addressed a duplicate complaint that was filed with the State Attorney General’s office This complainant has already been provided all the information required to address this complaint Any further replies will defer to the documentation which was provided via the state attorney general’s complaint 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 the opportunity to review Ms***’s account, [redacted] In Ms***’s Revdex.com complaint, she claims she disconnected her account on July 30, and was told her account was current CenturyLink has no record of any contact with Ms [redacted] in July Our records do indicate she spoke with a CenturyLink representative on June 25, and was transferred to [redacted] Our records indicate the next contact with Ms [redacted] was on December 7, Ms***’s CenturyLink account was not current in July As reflected on the July 9, bill, she had a past due balance of $356.82, new charges for $162.44, for a total amount due of $ An order was issued on August 1, to remove her [redacted] account from combined billing Ms***’s account was suspended for non-payment on October 27, 2015, when the balance due on the account was $ The account was disconnected on November 18, Our records do not indicate Ms***’s modem was retuned Thus, she was charged the purchase price of the modem ($106.99) on February 6, The current balance due is $ The balance due is valid and the charges have been sustained CenturyLink regret any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

CenturyLink appreciates Mr. [redacted] giving us the opportunity to review our handling of his account, [redacted] ***. I would like to apologize for the less than exemplary service that Mr. [redacted] recently received from CenturyLink representatives. His 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 Mr. ***’s CenturyLink account was established on January 13, 2017. His [redacted] account was combined with his CenturyLink account on January 15, 2017. He disconnected his CenturyLink account on January 23, 2017. Mr. ***’s [redacted] account is no longer combined billed with his CenturyLink account. A January 24, 2017 Closing bill reflected a balance due of $48.45. A credit for $48.45 was applied on February 24, 2017 and the account currently reflects a zero balance due. CenturyLink has no access to [redacted] systems. Thus, Mr. [redacted] will need to contact [redacted] regarding their bills and to get information on how to return the [redacted] equipment. I apologize for the inconvenience. [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because: 1) My internet speed was 1.5 Mbps and was increased to 2.05 Mbps (as witnessed by the CenturyLink speed test on its website). This is well within the 6 Mbps range of my existing package and would not increase my bill. I was told this by several of the CenturyLink associates I referenced in my original complaint. 2) The credit to my bill is appreciated but it is a temporary fix and will not satisfy my complaint because of the large increase in my monthly bill. 3) This month my bill was increased by another $5 and is now up to $67.99/mo. instead of the $52.36/mo. I was paying under the package that should have lasted for a year and that CenturyLink canceled. 4) I was told my original package was no longer available and after several calls I was given a new package that was $10 more expensive but was also given loyalty credits to offset the difference. 5) The loyalty credits were supposed to last for several months but were removed after only a month. 6) The information CenturyLink has submitted in reply to my complaint is not correct and further complicates the matter. Sincerely, [redacted] ***

I have received a copy of Ms [redacted] ’s Revdex.com complaint, regarding your recent request for High Speed Internet I have reviewed your account and found the following: CenturyLink records indicate that Ms [redacted] ’s line does not qualify for CenturyLink High Speed InternetAt this time there are no plans to deploy a High Speed Internet remote terminal in the area; however, CenturyLink Engineering managers continue to evaluate areas to determine the best locations for explanation of High Speed InternetCenturyLink cannot make commitments until we have finalized our plansMs [redacted] can check with us for periodic updates On January 5, the CenturyLink Package was established on [redacted] If Ms [redacted] intends to disconnect service she should contact CenturyLink customer service [redacted] by February 29, The billing will be effectively billed back to the installation date and one time fees adjustedCenturyLink strives to maintain a positive relationship with our customers and I appreciate the opportunity to review your accountSincerely, Ms [redacted]

CenturyLink appreciates the opportunity to review Ms***’s account, [redacted] *** Our records indicate the account was correctly suspended for non-payment on October and November 28, Because it can take three to five business days for a payment to process, Ms ***’s account was restored on November 16, prior to the payment posting Ms [redacted] was required to pay $to have the service restored on November 16, The October 16, bill reflected a past due amount of $59.79, new charges for $61.79, for a total amount due of $ The new charges ($61.79) were due by November 5, Thus, on November 16, 2016, she needed to pay the entire amount due to have the service restored Ms [redacted] was correctly billed a $restoral charge When it was determined the wrong credit card was used, the account was suspended again on November 28, The account was disconnected on January 16, 2017, with an effective billed date of November 28, While Ms [redacted] was correctly billed the restoral fee, an adjustment has been applied to the account A credit for $was issued on January 25, CenturyLink regrets any inconvenience Ms [redacted] has experienced [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because: I want my service to be canceled without early termination fees due to poor customer serviceI do not want to be treated so terribly for no reasonI want my service to be terminated without the fees Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:As I said in my original complaint, I had no problems with the equipment being acknowledged as returned, or with CenturyLink eventually properly crediting my accountThere is still a billing error on my account, although currently in my favor, and I have no doubt that that will eventually be correct -- though the fact that there is still a billing error does speak to poor accounting practices at CenturyLink.What I specifically requested in my complaint was (1) make it easier to return equipment by allowing a storefront location to accept such returns (I have a storefront location within one mile of my house, yet they could not accept the equipment, and (2) cease the deceptive door-to-door marketing tactic that suggests CenturyLink's on-demand services are just as good as [redacted] 's (they clearly are not)Neither of these issues were addressed in the response from CenturyLink in their response to this complaint, and as a result I am not accepting their response.In fact, even after lodging this complaint, another CenturyLink representative came to my door with the same deceptive marketing tactic(I politely asked her to leave the premises, but did not explain why.) Sincerely, [redacted] ***