CenturyLink

I have reviewed the Revdex.com Complaint requesting information on if we provide service at his addressI checked the address provided on our website www.centurylink.com it requested a unit number to see if and what services we have available at that addressI would recommend the customer check using their full address on our website or call our Sales Department [redacted] I would also further assist if they provide me with their unit number.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] ***

CenturyLink appreciates Mrs [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 trainingUpon review, I assure feedback will be documented and forwarded to groups who handled Mrs [redacted] ’s upgrade of serviceI apologize for any inconvenience CenturyLink may have cause Mrs [redacted] I have left MrSchuster a voice message with my direct contact information for further review of his complaint [redacted] CenturyLink Customer Advocacy Group

06/30/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings: Upon receipt of Ms***’s complaint, I requested a return label to be shipped to Ms***I had found that on 06/03/2016, credit had already been issued in the amount of $(Penalty for Early Termination + Disconnect Service Order Fee - Reversal of service from DEC To DEC + taxes, fees and surcharges = $217.33) leaving the account with a zero balanceI also confirmed that a request had been sent to cease all collections and any credit reporting to be deletedAs of 06/23/2016, CenturyLink had received the leased equipment as returnedCenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms***’s 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 complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because: On several different occasions I've called to resolve the issues with Century Link in each of these occasions I e been put on hold for times in excess of minutes and transferred in multiple instance on the same callCenturylink has not only created a negative customer experience but has provided intermittent internet service along the way with no apology or refunds to lack of serviceThe initial sign up was done over the phone and I was told by century link that I had To contact the previous service holder to get them to cancel their service before I could recieve serviceAll and all one of the worst companies I've ever had the displeasure of working with Sincerely, [redacted]

04/28/2016CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings:Upon research of Mr [redacted] ’s CenturyLink account, I found Mr [redacted] was reminded on every bill statement of the month term commitment that would expire on 07/15/2016, as shown below from a clip of the 10/19/statement:Service Period: Oct - Nov You are receiving a reduced monthly rate for your High-Speed Internet service because of your month term commitmentWhen your current agreement expires on 07-15-your monthly rate will change to the standard rateNote: This discount may vary depending on the presence of AutoPay and Paperless Bill.When Mr [redacted] disconnected his service on 11/18/2015, an early termination penalty fee was assessed to the final bill statement, as shown on a clip of the final bill statement:Account ###-###-#### [redacted] Billing Date Nov 18, Early termination fee due to disconnecting High-Speed Internet service before 07-15-$Internet Service - Nov 18, Order Number [redacted] I had requested a review of internet issues that Mr [redacted] reported and usage of service and below is the response:Mr [redacted] used the service (active connections) from 7/- 11/During that month time period the connection dropped timesThe drops were only for one to two minutes each timeGenerally the connection stayed constant for weeks to months at a time with no problemsMr [redacted] used a total of GB data during his time with usA technician was never dispatched to assist with any issuesThe repair logs are below: 7/15/6:39:PM - Issue: NEW SERVICE - Troubleshooting Steps: SETTING NEW SERVICE7/16/7:11:AM - Issues: internet was supposed to start yesterday - Unauthorized caller - call back to account holder - found service trained to modem - service working11/17/6:09:PM - Issue: no internet sync - earliest dispatch is on 11/24/- Mr [redacted] unsatisfied with the dispatch date and threatens to cancel the service if CenturyLink could not send a tech out earlier than 11/– Agent apologized that the earliest schedule is on 11/24/- Mr [redacted] stated he will cancel the service and ended the call Upon review of the service, CenturyLink finds the early termination fee for disconnecting service before the end of the month term commitment sustained as valid.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

I cannot locate the account from the information Ms. [redacted] has provided. I left Ms. [redacted] a voice message with my contact information for further review of this complaint. [redacted] Customer Advocacy Group

11/04/2016 1. It does not address that the service speeds promised were not provided CenturyLink provides an up to 1.5m of service. Per the CenturyLink Term agreement passage found at www.centurylink.com/terms : We will provision qualified HSI Service lines at the maximum line rate available to your location based on our standard line qualification procedures, unless you have selected a level of service with a lower maximum line rate. Bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device connected to the network will vary depending upon the number, type and configuration of devices using the Service and the type of use (e.g., streaming media), among other factors. The speed of the Service will vary based on network or Internet congestion, your computer configuration, the condition of your telephone line and the wiring inside your location, among other factors. We make no guarantees or representations related to download or upload speeds. 2. It does not address that their representative did not disclose when offering a discount that it would require a 12 month obligation CenturyLink provides an allotted amount of time (30 days) to dispute should disclosures either not be made OR if a customer does not remember the disclosures. As CenturyLink has sent 6 written reminders on each bill statement since the contractual promotional discount was offered and accepted: --------------------------------------------------------------------------------...⇄ and Home Phone Promotion Month 6 of 12 11.05 High-Speed Internet Loyal Customer Credit 6 of 12 7.00 --------------------------------------------------------------------------------...⇄ Promotional Discounts $18.05--------------------------------------------------------------------------...⇄ of Your Internet and Home Phone Charges Internet and Home Phone Service Period: May 16 - Jun 15 Internet Service and Local Phone Service reflects charges, fees, usage & discounts provided by Qwest Corporation DBA CenturyLink QC. You are receiving a reduced monthly rate for your High-Speed Internet service because of your 12 month term commitment. When your current agreement expires on 04-27-2017 your monthly rate will change to the standard rate. --------------------------------------------------------------------------------...⇄ CenturyLink has reviewed our previous responses to Ms. [redacted] ’s issue. After careful consideration, we find our original investigation and response to be valid. CenturyLink has sustained the contractual obligation if the service is disconnected before the contractual expiration date of 04/27/2017. CenturyLink has closed this complaint. Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because: I have been with Century Link for years, but it is obvious that their business model has changedI will definitely be leaving this company forever after my early termination fee term expires, and I will make sure that everyone I know avoids doing business with them Sincerely, [redacted] ***

I have reviewed the RevDex.com Complaint regarding billing disputesI have reviewed the customer's account notes and bills it seems there was some confusion on the cost of the work to upgrade their internet via tech chargesI did see when the service was upgraded the customer was double billed in error on the Feb billBased on my findings and the customer's account history I have adjusted the $jack install and the $extra monthly fee in errorThe $credit will show on the next billing statement we apologize for the error and not setting correct expectations for the cost of the upgrade work.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I never received the services outlined in your agreementYour service tech did not install the equipment for completionI never received equipment for Internet, phone, or any service or accessMy original complaint was based on thisThe service agreement is invalid as your end of the contract was never held upI encourage the company to waive these fees or legal guidance will be pursed Sincerely, [redacted] ***

I have received a copy of the RevDex.com complaint filed by Ms. [redacted] , regarding a billing dispute. After investigation of Ms. [redacted] 's sisters account it has been found that the customer never had lifeline discounts on this account. Instead the customer was given a 12... month promotion that provided internet services at discounted price such as the customer mentioned. The billing did increase to $65.99 when those promotions expired having been on the account for the 12 months. CenturyLink does not send reminders of when a promotion is to expire or when a customer should call to have an account review for new promotions, as this is customer responsibility. After careful consideration, we find our investigation of the charges to be valid. CenturyLink has closed this complaint. Sincerely, Mr. [redacted]

Complaint: [redacted] I am rejecting this response because:This is a blatant lie I initially spoke with a CL customer service rep and was told my current contract included a higher bandwidth than we currently had but that to get the higher bandwidth a visit from repairman was needed to switch the DSL line from one of our business landlines to another I specifically asked if this meant a change to our current contract and was assured that it didn't I am through replying to CenturyLink's lies in this matter The Revdex.com can chose to believe me or not Sincerely, [redacted]

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The customer is aware of the reasons for flagging the accountThis has been explained to the customer prior tp the complaint and prior to this replyThe large balance carried forward was due to two payments made in August that were applied to the account but returned to CenturyLinkWhen this happens the account is debited back for these charges and any late fees or penalties are added accordinglyAdditionally, the customer received a replacement modem and was to have returned the defective modem and this did not happen in the required amount of time or thirty daysWhen CenturyLink equipment is not returned it is converted to a purchase and the customer is billed for itThis was applied to the April bill and is listed as unreturned HIS equipment for $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 [redacted] giving us the opportunity to review our handling of her account, [redacted] *** I would like to apologize for the less than exemplary service that [redacted] recently received from CenturyLink representatives Her 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 An order error occurred when [redacted] changed her Prism package from Essential to Complete in August Not only did the error cause a delay in posting the account, it added three packages to the account [redacted] ***’s account has been corrected and a credit for $was applied on February 27, [redacted] is currently billing for one Prism package In an effort to satisfy, an additional credit for $was applied to the account on March 15, This credit should be reflected on the March 13, bill but it may be delayed until the April 13, bill since it is close to the bill print date [redacted] is a valued customer and I apologize she was not treated in this manner CenturyLink regrets any inconvenience [redacted] has experienced [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because: This is the fourth time they've said they would stop contacting meI asked for a direct personal contact with a person to explain why they cannot follow simple directionsIt did not happenAgain, showing they cannot follow directionsI just keep documenting my request to be left alone and keep saving the mailings directed towards me Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I did not order long distance and I would like them to show proof that I did order long distance On top of it all I was told by one phone attendant that I have to have that long distance fee to have local phone service Well, all the sudden this last bill no longer has a long distance charge and my service is working I didn't tell them to remove it so whats up with that? I would like proof that I ordered long distance or a refund! Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: lady said nothing about the WiFi device I already sent in and has not credit my account I have the tracking number which revised over the phone an that is what making my account pass due I already sent it in and paid y’allNo manager ever called me back and the customer service is still rude Sincerely, [redacted]

To whom it may concern: I have received and reviewed the customer’s rebuttal and have the following to reportCenturyLink appreciates that the the customer has a different point of view but nothing in this rebuttal is factually different than that which has already been statedCenturyLink doesn’t hold the customer responsible for early termination fees if situations such as this occur but in no instances does CenturyLink reimburse a customer for the decision to change providers under contract that may result in that provider imposing an early termination feeCenturyLink acknowledges the customers opinion and appreciates the opportunity to address their concerns regarding the understanding the customer had regarding the early termination fee but does not agree with the customer’s conclusions or understanding of the offer madeCenturyLink does not pay (nor does it offer to do so) to cover the cost the customer may have incurred from another provider CenturyLink 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 reviewed the Revdex.com Complaint from [redacted] regarding a dispute in the amount of early termination fees they were chargedI have reviewed the account bill and show the customer was charged prorated early termination frees for canceling the service early $316.67, $and $Unfortunately we don't have any way to verify the $amount they said they were quoted to cancel the service or for which services the customer wanted canceledThe customer States they would not have canceled our service had they known the correct amount to disconnectIf the customer would like to reactivate our services we can waive the early termination fees off the bill they would need to call in to have the order placed [redacted] We apologize for the confusion on the quote it seems it may have been for one of the services not three unfortunately we don't have any way to tellIf the customer has any additional information for us to consider we are happy to help.Sincerely,Mr[redacted]