CenturyLink

Complaint: [redacted] I am rejecting this response because: Success comes in cans not in cannotThis is a pitiful excuse for overcharging a customer and not being able to issue a creditThis company is not truthful or transparent and has overcharged their customers time and again hoping that it will take the customer too much time to realize they have been overcharged and then they can give their standard excuse that they cannot issue credits after daysI have had several neighbors cancel their service and I am sure after I visit with our HOA there will be more cancellations of serviceWhat has American business come to when there is no longer real customer service? This company is already on the ropes per wall street and they will be bought out or go under as they have forgotten who the customer is Sincerely, [redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of the complaint filed by XXX and found the following: A review of the inventory report that would show that this modem was returned does not indicate that Centurylink ever received the modem back in its... inventory. New service and continuing service requires that the customer either provide there own, lease a new one or purchase one. If the customer can provide the tracking information that was provided on the label generated or used to return the modem, the lease fee can be removed. Additionally, the customer needs to sign up for autopayment and paperless billing to receive the benefit of the full discounted rate as disclosed initially and printed on each bill. The customer can respond via the BBB with the tracking information or email this information directly to the manager handling the complaint at [redacted] for further consideration. 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

Initial Business Response / [redacted] (1000, 5, 2015/10/06) */ CenturyLink appreciates the opportunity to review Mr [redacted] 's account, XXX XXX-XXXX XXXOur records indicate Mr [redacted] 's account was disconnected on December 16, A return label packet was shipped to Mr [redacted] on December 17, Customers have thirty days to return leased equipment or they will be charged the purchase price of the modemNo modem was received and the account was correctly billed for the modem on February 17, The modem was received on April 2, 2015, well past the thirty day return periodMr [redacted] spoke with a representative on September 12, A credit for $was applied to the accountThe account currently reflects a zero balance due [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: THEY ARE BLATANT LIARSYou dont believe me? click on the link below and see all of the complaints from the customers, including me that they have screwed over: [redacted] / (Complaints) [redacted] ( 2,complaints) and here is MY complaint on the websites about Centurylink: Sincerely, [redacted]

After further review of this complaint with [redacted] , [redacted] agreed to email supporting documents / call records per her claims, I have not received any supporting documents for a credit to be considered.In regards to [redacted] 's request for credit for equipment, Equipment charges will stand due to [redacted] 's dispose of equipment [redacted] CenturyLink Customer Advocacy Group

CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his mother’s account, [redacted] *** Mr [redacted] is an authorized party I would like to apologize for the less than exemplary service that Ms [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 an order was issued on January 15, to remove his [redacted] account from combined billing Please keep in mind, it can take one to two bill cycles for the [redacted] to be removed from the CenturyLink bill depending upon the bill dates CenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because: Everything this person is stating is FALSE I called to stop my service and was offered a cheaper rateAnd then I was debited almost twice as much as what I was promised I stopped the charge through my bank and had to file a fraud claim I now see another charge from them and plan on filing yet another chargebackOh and they just sent me a bill I stopped communicating with Century Link via phone because every person I spoke with told me something different But thankfully I kept ALL my communications via email and have proof that even the person in the executive offices had no idea what was going on and was not listening to me, not to mention, I was NEVER told that there was a $fee for canceling my service!I never even mentioned yet that the man who set up my service last year made me completely uncomfortable as he was at my house for over hours hooking up the service I actually called a friend and told them what was going on because I live alone Oh and he was also complaining about the company while hooking up my service Century Link has caused me so much grief and time and I will not stand for it anymoreI have pretty good notes as to what I was told from every call, email messages and have contacted the Attorney General's office Sincerely, [redacted] ***

I have received a copy of the Revdex.com complaint filed by Ms [redacted] , regarding a billing disputeAfter investigation of Ms [redacted] s account it has been found per the notes that the ETF (Early Termination Fee) of $was waivedThe contract provided Ms [redacted] with exclusive discounts on her monthly billing for being in an agreementPer the account notes Ms [redacted] agreed on 06/29/to the $charge back for the discounts that were received during four months of billing in exchange of the $early termination fee to be waive and let out of the current agreement CenturyLink apologizes for any frustration, and has closed this complaintSincerely, Mr [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/08/20) */ Ms [redacted] was on a contract promotional offer which ended on 7/1/15, which is why billing is higherShe is now being charged a regular non-promotional rate for CenturyLink internet servicesIf Ms [redacted] wishes to be placed into a new promotional offer/commitment we can advise her of her choices/new offersShe will need to contact our retention department @ X-XXX-XXX-XXXX and ask to speak with a retention representative Thank you, [redacted] CenturyLink Customer Care Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) My contract was currently over in for CenturylinkThe contract that ended on 7/1/was for [redacted] only which I was bundled with through CenturylinkI was told by a Centurylink RepIf I called before July ended they would see what promotions they had to offer before increasing my service with themI called but was still billed for the regular rateI was misledI wad told because of being late on my billing I would have to do a 12/month committment for the rate I was once payingI will pass Final Business Response / [redacted] (4000, 12, 2015/09/04) */ CenturyLink does offers promotional pricing which may include monthly discounts for new customersThese promotional discounts are not automatically reapplied once the promotion has ended, which is generally a month periodPromotional offers change frequently and the same promotional rate is not guaranteed each year If a customer calls in and speaks to a CenturyLink Customer Care Retention Representative and requests to be placed on a new promotional offer, the promotional discount is renewed if there is a new promotion availableThe 12-month promotion begins once the new promotion is addedPromotional discounts are not retro/back billed to previous months and the renewal dates can vary based on when the promotion expires CenturyLink apologizes to Ms [redacted] for any misunderstanding Sincerely, [redacted] CenturyLink Complaint Response Date bumped because: Holiday Final Consumer Response / [redacted] (2000, 14, 2015/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept due to Centurylink promotion policiesCurrently looking for better options cheaper than what's being paid

Final Consumer Response / [redacted] (2000, 6, 2015/12/14) */ Please cancel complaint Was resolved

02/15/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Upon receipt of Mr [redacted] ’s Revdex.com complaint, I requested the Executive Office and Repair Services investigate and contact him with assistance [redacted] from the Executive Office and Repair Services contacted Mr [redacted] and was advised by Mr [redacted] he was not able to find the manual to his fax machine and since it is an old machine, he has decided he will go out and purchase a new oneMr [redacted] also expressed concern over the 2nd line on the account [redacted] stating he had never heard of that number, wants it disconnected and credit for the time he has been billed for itUpon research of [redacted] ’s CenturyLink account that Mr [redacted] is an authorized person, I found that currently the CenturyLink products Ms [redacted] subscribes to that bill seperate are as follows:________________________________________________________________________...⇄ [redacted] Internet, Home Phone Package and Advanced Modem - Lease (Includes internet service, local phone service and features and long distance unlimited service) [redacted] Local Phone Service - Additional Line (Includes feature - Custom Ring # [redacted] Ring Pattern A) Active since 12/02/2010______________________________________________________________________...⇄ Ms [redacted] originally was subscribed to a line package that included [redacted] and [redacted] for one rate (I research as far back as 01/01/- reviewed years of billing)________________________________________________________________________...⇄ Custom Choice package (Included Package 1st phone line [redacted] , features and 2nd line [redacted] no charge)_________________________________________________________________________...⇄ Ms [redacted] moved her service on 12/02/to a new location which required a package change to include the [redacted] line to bundle with the internet (grandfathered/older packages cannot be moved with service; new packages are required) and the 2nd line [redacted] to be billed separate During the move order, Ms [redacted] requested the Custom Ring # [redacted] to be added to the 2nd line [redacted] (custom ring #s adds a phone number to an existing number line and rings differently to distinguish callers from the existing number and the customer ring number/ basically phone line phone numbers)As the 2nd line has been on the account and reflected on the bill statements for over years, CenturyLink finds there to be no billing errors and no credit adjustment warranted Should Ms [redacted] or Mr [redacted] no longer need/want the additional line or numbers, they would need to contact CenturyLink customer service at [redacted] to request the removalAll changes to an account require verbal account verification per the CPNI federal regulationCenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr [redacted] ’s issueWe regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situationAs the complaint issue was found to be Mr [redacted] ’s fax machine and not the CenturyLink service issue, CenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Initial Business Response / [redacted] (1000, 4, 2015/09/10) */ I have received and reviewed the Revdex.com complaint from Mr[redacted] regarding a disputed charge for unreturned equipmentI have reviewed the account notes and equipment return data base and confirm the equipment was returnedThe wrong return authorization prepaid [redacted] return label was used causing a charge to the account for unreturned equipmentBecause we did receive the equipment I have adjusted the charge off the account in the amount of $which will show on the next billing statementCenturylink would like to apologize for the frustration and confusion this process caused we certainly appreciate the customers ongoing business Sincerely, Mr [redacted] Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed the Revdex.com Complaint from [redacted] regarding a contract disputeI have reviewed the account history and show the original contract was until 4/but was extended to give the customer a lower rate due to the promotional rate disputeBased on these findings I have removed the contract and canceled the service backdated to 3/31/We apologize for the conflicting information given on the contract date this issue is no resolvedIf the customer has any questions when they get their final bill they can contact our billing department [redacted] .Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/11/04) */ 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, I verified Ms [redacted] was given full adjustment for the charges in disputeI made contact with Ms [redacted] today to verify all concerns are now resolvedI apologize for any inconvenience CenturyLink May have cause Ms*** [redacted] CenturyLink Customer Advocacy Group Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do appreciate the call from [redacted] but have not received my entire refundI will not be fully satisfied until I receive the remainder of the balance they owe me It would also be nice to know that the sales rep who was quite nasty ( [redacted] ID ABXXXXX) was reprimanded and given some training Thank you Final Business Response / [redacted] (4000, 11, 2015/11/17) */ Ms [redacted] was given the adjustment of $on October 20, A check in the amount of $was mailed out to Ms [redacted] on November 11, The amount mailed to Ms [redacted] was the offsetting difference of the previous owed balance and the processed adjustment [redacted] Customer Advocacy Group Final Consumer Response / [redacted] (2000, 13, 2015/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the check

Complaint: [redacted] I am rejecting this response because: CenturyLink has still not responded to the initial complaint.At this point, I feel that CenturyLink is trying to muddy the waters and make this situation more confusing than it is in the hopes that I will just let it goOnce again, CenturyLink's disorganization and faulty record-keeping are coming to lightTheir most recent response says I did not pay for the July chargesIf they look closely, they will see that my credit card was indeed charged, and I have paid all charges related to July and August even though CenturyLink made those charges on my account in errorAgain, to bring things back to the initial complaint, I, of course, would like my money back from CenturyLinkHowever, that is not the reason I came to the Revdex.comThe reason I came to the Revdex.com is to bring to light CenturyLink's unethical business practicesThey violate the consumer agreement by overriding consumers' decisions to stop receiving a serviceIn my case, I cancelled my services in July The cancellation specialist I spoke to when I called in erroneously entered the information into the computerThe following month, after I realized my services had not been cut off when I received a new bill, I called CenturyLink and explained what happenedThe customer service representatives were rude and dishonestThey admitted to needing to improve their record-keeping and said it's been a huge problem within the organizationAt times throughout this process, I've been told I will get my money back because CenturyLink made an errorAt other times, I've been told CenturyLink doesn't deal with cases like mine and/or they can't help me because of a lack of records for my caseAnd now, most recently, I'm being told I didn't even pay my July chargesThe lack of organization and communication within CenturyLink is overwhelmingThe reason I write to the Revdex.com is because there needs to be some accountability for huge businesses like CenturyLink who are taking advantage of their loyal customersThere is absolutely no one to turn to when things like this happenEvery CenturyLink representative says a different thing and records things in the way they feel fit; there seems to be no standardized way of handling these very common, everyday situationsInstead, CenturyLink does whatever they feel is in the best interest of their company, rather than their clientsIn the ends, clients suffer; it's very disappointing Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: on the first account they noted 108.xx was due for the modem that was not returned on that account when that modem was carried over to to the new account they never sent a bill for this account after the final credit was applied and told me it was acceptable to transfer that same modem to the new accountThey assured me once the credit was made to that account that everything was in good standing and are now charging me for two modems when I only have one As for the second account I have been talking to them in reference to the fact they are charging me for services I haven't had since FebruaryThis will need to be corrected before Payment of any type is made to themI have also gone as far as speaking with a lawyer in reference to this I'm working on settling this on my own first but he currently has record of every date call and transaction credit and piece of equipment leased to me if not resolved in a timely fashion and written material provided showing this, situation will escalate to that point Sincerely, [redacted]

I have reviewed the Revdex.com Complaint from [redacted] regarding not receiving a bundle discount for having combine billing with [redacted] **I have reviewed the account and show the customer doesn't qualify for the bundle savings for having combo billed [redacted] **I was able to give the customer an additional $monthly loyalty discount for the next months to help offset not getting the [redacted] bundled discountCenturyLink would like to apologize for the confusion and conflicting information regarding the bundled discount since this has recently changed.Sincerely,Mr[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, Inconsideration to Mr***’s dispute with CenturyLink’s disconnection of service process, all remaining final charges have been adjustedI processed an adjustment for the amount of $to satisfy Mr***’s final billingI apologize for any inconvenience CenturyLink may have cause Mr*** [redacted] CenturyLink Customer Advocacy Group

Initial Business Response / [redacted] (1000, 11, 2015/12/02) */ 11/30/15: Centurylink has reviewed the customers account of XXX-XXX-XXXX regarding a payment of $that was processed after the customer had disconnected serviceOur records reflect the account was issued credit of $for the payment on 10/19/The customer was sent a refund check which was cashed on 11/3/Centurylink apologizes for the poor customer service received regarding this matter ***/Centurylink Manager Initial Consumer Rebuttal / [redacted] (2000, 13, 2015/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response because they did send a check

I have reviewed the complaint from [redacted] regarding his account status and depositI show the account has been closed and deposit refunded as of 12/8/it was released back to his CCARDIf [redacted] didn't receive the credit back to his card yet it can be tracked via our Credit Department [redacted] We apologize for any delay in this resolution and happy to further assist as neededSincerely,Mr[redacted]