CenturyLink

2/5/The customers account was issued credit today in the amount of $for the overbilling on the August to January billsThe credit will be reflected on the customers February bill The August bill reflected one time charges to activate their services The customer has until 3/7/to disconnect services Any early termination charges billed by Centurylink will be creditedIf the customer disconnects the [redacted] **, Centurylink will request the early termination charged be waived Centurylink will not be sending the customer a check for their requested amountCenturylink apologizes for the poor customer service received regarding this matter.***/Centurylink Managerr

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this rejection. Contrary to the statements in this rejection, the problem was looked into and unfortunately, some field issues can’t always be isolated using the internal technical systems. There was a review and consultation internally and the technical information at the time this was researched this complaint did not indicate or substantiate the customer s claim. As a consideration for the other issues the customer had trying to get the issues or concerns addressed, CenturyLink has issued and adjustment of $100.00 towards the customer’s account. Again, CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely, Steve S [redacted]

04/13/2016CenturyLink has received a copy of the RevDex.com complaint filed by [redacted] ***. Below are our findings:Upon research of Mr. ***’ CenturyLink account, I found his monthly recurring charges with internet, Prism and lease of equipment to be within the estimated quoted... monthly recurring charge as shown below:Internet 74.00 Bundle Savings Internet -10.00 Discount -34.05 Advanced Modem Lease 8.99 Advanced Lease Modem Discount Month -8.99 --------------------------------------------------------------------------------...⇄ Monthly Charges Total $29.95 Prism Essential TV 74.99 Prism contractual Promotion -40.00 Primary Set Top Box 9.99 --------------------------------------------------------------------------------...⇄ TV Monthly Charges Total $44.98 ______________________________________________________ Total Package Monthly Charges $74.93 (before late fees, taxes, fees and surcharges)On 03/17/2016, Mr. [redacted] requested his Prism service to be disconnected. An order was placed to disconnect the prism service and he was advised of the early termination fee of $200.00 for disconnecting the Prism service before the end of the 12 month contractual promotion timeframe on 01/04/2017. CenturyLink has sustained the early termination fee for disconnecting the Prism service before the end of the 12 month contractual promotion timeframe on 01/04/2017. CenturyLink find no billing errors and no credit adjustment being warranted. CenturyLink has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Our records indicate [redacted] ’s account, [redacted] ***, was suspended for non-payment on February 1, 2016, as the last payment received was on December 17, The account was disconnected on February 22, 2016, with a February 1, effective bill date The February 1, Closing bill reflects the balance due was $ Customers have thirty days to return the leased equipment or they will be charged the purchase price of the equipment When the modem was not returned, the account was correctly billed $for the modem The new balance due was $ Our records indicate [redacted] paid the balance due on August 2, [redacted] indicates in his Revdex.com complaint that he returned the equipment However, our records do not reflect the modem was returned If [redacted] can provide the [redacted] tracking number, I would be happy to adjust the modem charges, even if the modem was not returned within thirty days In addition, if [redacted] can provide documentation that he paid the $on a date other than August 2, 2017, I can start a payment investigation for the missing payment(s) In order to open a payment investigation, I would need a copy of the cancelled check (front and back) or a copy of the bank/credit card statement that reflects the payment The statement should reflect the transaction number, which is needed for the payment investigation [redacted] CenturyLink Customer Advocacy

Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ 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 I have made contact with Mr [redacted] , We reviewed all billing and agreed that the monthly recurring charges are correctAfter reviewing all charges for new Prism service, we found there may have been confusion with the installation chargesI agreed to a onetime adjustment for those charges billed of $Mr [redacted] is happy with the resolution and will contact me directly if he has any further concern on this matter [redacted] Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed the Revdex.com Complaint from [redacted] regarding a credit request for slow internet serviceI have reviewed the account history and current internet performance showing the customer is at 117% train rate with a very stable internet connection nowIf they are having issues on their side they need to contact our Tech Support team for troubleshooting [redacted] they are happy to helpI have issued a credit for a month of internet and late fees of $which has already posted to the customers account leaving the current due of $We apologize for the service issues understanding how frustrating that can be we appreciate their patience and businessSincerely,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]

Complaint: [redacted] I am rejecting this response because: [redacted] , Thank you for this email Why in the world would I bother you with a complaint unless they insisted that I owe them a late fee You see, once they realized that I notified the AG and you, they completely did an about face I called several times and talked to three different reps who all told me I owed a late fee Please keep this in mind They lied and were going to charge me before I spoke out This is happening to other people who may not have the right resources to make a complaint Century Link is taking advantage of customers and they need to be called on their ethics I don't want any body else to be taken advantage of $per person would add up for them, even if it's infrequent Thanks [redacted]

04/04/2016CenturyLink 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 CenturyLink had already addressed Ms [redacted] ’s concerns with her billing statements:Executive Offices complaintAccording to the records on the account, Ms [redacted] was quoted $119.40(with auto-pay $109.40) plus taxes, fees and surcharges on 2/10/for PBB and Prism Essential The 1st billing statement was billed at $plus taxes, fees, surcharges and prorated charges, $ Ms [redacted] contacted customer service on 3/10/about the billing An order was placed for Prism Preferred and PBB; she was quoted plus taxes, fees, surcharges and prorated charges Ms [redacted] called on 4/15/and she was issued a credit for the misquote and the plan was changed However, the associate quoted Ms [redacted] incorrectly, $plus taxes, fees, surcharges and prorated charges Ms [redacted] called back on 4/28/about the bill and she spoke to the same associate He apologized for the misquote, but he did not include one of the set-top box, $ The associate issued credit for the April billing statement and advised of the billing going forward, $PBB and $(118.42) or $with auto-pay plus taxes, fees, and surcharges I issued credit for the May and June statement ($51.84) and added a dynamic discount of $for months.***CenturyLink had sent Ms [redacted] a standard billing statement on 01/21/for the timeframe of 01/21/to 02/20/Her service was disconnected on 02/05/The final bill was issued on 02/21/which includs the balance forward, a reversal credit for service billed but not provided for the timeframe of 02/06/to 02/20/(leaving the balance forward for the timeframe of 01/21/to 02/05/2016), the standard disconnection service order fee, and a late fee, as the 01/21/statement was not paid.CenturyLink finds the charges on the final bill statement to be sustained as valid with no credit adjustment warrantedCenturyLink has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because: The website is still showing that I owe when I log in I also just received a check for 44.32, but I also received a bill saying I owe That bill was dated August 18th, so maybe it is no longer valid I would like to see the website say that I owe 0, and just to be safe, to get a bill saying I owe The website did get updated with the last amount I paid of that was supposed to zero out the account But, it doesn't yet seem to be updated to say the real balance as stated in this email Maybe that will get updated soon Sincerely, [redacted]

CenturyLink appreciates [redacted] giving us the opportunity to review our handling of her account, [redacted] From the information I have been provided by our Broadband Escalations Group, [redacted] is currently in an area that is experiencing Bandwidth Exhaust Customers in this market may experience slow speeds, packet loss and latency during peak hours Currently, there is not a pending job for improvements but a job may be scheduled in the future CenturyLink regrets any inconvenience [redacted] has experienced [redacted] Customer Advocacy Group

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer was given a detailed recap of the process and charges already in the previous reply. If the customer wishes to maintain the current level of services and programming and get the entire promotional rates there are criteria that must be met, one of these being autopayment. If they want the price even lower that would require a change in the speed and the programming. If this is not acceptable to the customer, they can cancel service without any early termination penalty for CenturyLink services. 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 [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 training.Upon review, I have agreed to a one month credit of $due to Mr [redacted] ’s installation misinformation claimsCenturyLink appreciates Mr [redacted] ’s feedback and all concerns will be documented and reviewedI apologize for any inconvenience CenturyLink may have cause Mr [redacted] [redacted] CenturyLink Customer Advocacy Group

CenturyLink has reviewed our previous responses to Mr***’s issue After careful consideration, we believe our original investigation and responses to be valid CenturyLink has closed this complaint [redacted] CenturyLink Customer Advocacy Group

04/20/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings:Upon research of MrEarl’s CenturyLink account, I found on 03/13/a request for a credit adjustment to clear the balance on the account to a zero balance was issuedOn 03/24/2016, the credit posted to the account.As this issue has already been addressed and the charges adjusted, CenturyLink has closed this complaintSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

03/28/2017 CenturyLink has received a copy of the RevDex.com complaint filed by Mark ***. Below are our findings: Upon receipt of Mr. ***’ RevDex.com complaint, I requested information from CenturyLink’s internet escalations team. Below is the... response:-----------------------------------------------------------------------...⇄ After investigation, I cannot find any issues with this customer's line or account. The modem is trained at the correct rates with no errors and has maintained its DSL connection save for when the customer manually reboots it themselves. I do see that the customer did make contact with a manager regarding this issue on 3/1. Supervisor [redacted] made contact with the customer and followed up to ensure that the issues did not return. Another follow up was done by a tech lead [redacted] that also did not report any issues. I do see there was an outage posted in the area on 3/1 when the customer made contact. Prior to that the last recorded contact was 2/28 that was a programming issue resolved the same day. There are no contacts before that date recorded. I do see that there was one no sync dispatch back in October of last year where the technician had to replace the customer NID.----------------------------------------------------------------------------...⇄ CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr. ***’ issue. We regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situation. As this complaint was addressed, CenturyLink has closed this complaint. Sincerely, [redacted] ***

Thank you for taking the time to notify us about the unsatisfactory customer service experience that you recently encounteredThat's not how we do business and I certainly don't enjoy hearing the treatment you receivedPlease accept our apologies for not meeting your expectationsSincerely, Mr C [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID , and find that this resolution is satisfactory to me 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 Very pleased to finally get an amicable resolution to this issue, although I really wish that it did not have to take this level of action The apology from the CenturyLink manager after reviewing the charges and making things right does make me feel slightly better about things, but I am mostly just happy to have the charges dropped and any impact to my credit cleared.I am also very happy to have had the help of the Revdex.com in this matter, to help me accomplish what I could not get done on my own Sincerely, [redacted]

03/30/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings: Our records indicate the Directory Assistance calls Mr [redacted] is disputing were generated from the residential telephone line associated with his account Due to his dispute of making the calls, CenturyLink has issued a $courtesy credit to the account to adjust the charges reflected on his final billing statement The cancelled account currently reflects a zero balanceCenturyLink apologizes for any inconvenience Mr [redacted] may have experienced regarding this matterMrs [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care