CenturyLink

To whom it may concern: Please be advised that CenturyLink has completed a review of this complaint filed and found the following: On August 18th, the customer did get the adjustment promised them in the amount of due to the billing fall out error Tha more than covers the time the phone did and may not have been live The billing issue was a a system issue created by what is known as bill fallout and though the phone was operative the billing fell out This doesn’t invalidate the charges and to date the adjustments given are in line with the issues that the customer experienced Centurylink does not adjust charges for a customer’s time to rectify issues only actual service downtime If the customers issue of no dial tone is still an issue they need to contact repair at [redacted] so that they can dispatch a technician in the event that they determine that there is an issue on the Centurylink side of the network interface on the side of the customers residence 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: Centurylink has done nothing to investigate the issueThey are just stating their proceduresThis is why I contacted the Revdex.com They are unwilling to do the work to see what really happenedI did not receive a box to return the modem since I owned itTrust and honesty are the foundations of a good companyUnfortunately CenturyLink has decided not to follow these Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/07/15) */ CenturyLink appreciates Mr [redacted] giving us the opportunity to review our handling of his account, XXX XXX-XXXX XXXI 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 Per Mr [redacted] 's Revdex.com complaint, he claims he was quoted a three-year rate of $per month before taxesUnfortunately, with the products and services currently on his account, we are unable to bill at that rate for three yearsMr [redacted] has spoken with several representatives since the service was installed on March 3, and additional promotional discounts have been addedThe July 4, bill reflects his month cost is $before taxes, fees, and surchargesHowever, several of the discounts on the account are for a limited timeThus, his monthly cost will increase as the discounts expire In an effort to satisfy, an adjustment for one month of service has been applied to his accountA credit for July charges, $201.71, was issued on July 14, In addition, if Mr [redacted] decides to find a new provider for his service and disconnects his CenturyLink services, I will issue a credit for all Early Termination Charges that might be applied to his accountThis offer is valid until August 14, Mr [redacted] is a valued customer and I regret we failed to treat him in this mannerCenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/07/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

To whom it may concern: I have received and reviewed the customers’ complaint and found the following: The pricing the customer is getting is almost exactly that which was quoted. Quoted prices do not include taxes fees or surcharges as they can very from month to month and from location to... location. There isn’t any way in which we can manually adjust or manipulate the system to reflect a quoted price that was either quoted incorrectly or misunderstood to include taxes fees and surcharges. However, in these instances, we do allow the customers to opt out of the services with no early termination penalty if applicable. 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

To whom it may concern: I have received and reviewed the customers' complaint and found the following: In an effort to assist the customer and due in part to many issues and misunderstandings regarding the new service in this area, I can offer to bring the monthly bill as it current stands to just under $or approximately $198-for a period of months If the customer wishes or prefers to opt out they may do this also with no penalty Please have the customer contact [redacted] at any of the means listed below to advice accordingly or via the Revdex.com rebuttal process for further assistance 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 Ms. [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 Ms. [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. Our records indicate Ms. [redacted] disconnected her account on March 14, 2016. A credit was applied to the account on April 7, 2016 for Prism charges. I will continue to monitor the account and make any necessary adjustments, once the April 28, 2016 bill has been generated. CenturyLink regrets any inconvenience Ms. [redacted] has experienced. [redacted] CenturyLink Customer Advocacy

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]

04/19/2016CenturyLink 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 complaints to the [redacted] and both have been responded to alreadyThe first complaint was in regards to the speed and the second was a duplicate to this Revdex.com complaintBoth have already been responded to and CenturyLink has reviewed our previous responses to Ms [redacted] ’s issue:Response to [redacted] complaint about speed:December 10, 2014Ms [redacted] Consumer Inquiries and Complaints Division [redacted] ***Re: [redacted] , [redacted] – Case No*** Notice of Informal Complaint, Serve Date 12/25/14Ms [redacted] :Please be advised that CENTURYLINK has completed a review of the complaint filed by [redacted] In the complaint, Ms [redacted] is inquiring about internet service issues and billing.CENTURYLINK advertises its’ unregulated internet speeds as “up to” the designated speed Once the connection leaves the CENTURYLINK network, it is subject to the available bandwidth of that current route through the internet to the end point of the connection, whichever website or server that may be CENTURYLINK cannot control the latency of the internet as a whole, only the connection provided up to the internet Connection speeds are based on sync rates and download speeds will be up to 15% lower due to network requirements and may vary for reasons such as customer location, customer equipment, multiple device usage, websites accessed and internet congestion.In researching this case with the DSL Escalations team, records indicate the complainant established 1.5M internet service on August 29, (the complainant’s premise exceeds the maximum distance from the central office, therefore the internet service was serviced by a remote terminal) Notes show the complainant called annually to dispute the billing and was educated on the fact that the one year discount had expired (in each case, the complainant renewed the term commitment in order to retain the discount pricing) A review of random speed tests over the past year indicates the complainant is receiving 96% of the provisioned trained rate and the line has remained in a stable status Based on the current information, it is the position of CENTURYLINK that internet service was being deployed to the complainant as per the terms and conditions of the internet subscriber agreement and all the taxes, fees and surcharges applied were valid and will be sustained as charged Records show the complainant disconnected the account on December 4, Should you have any further questions, do not hesitate to contact this office.Regards, [redacted] CENTURYLINK Customer AdvocacyResponse to [redacted] complaint about final bill statement:Ms [redacted] Consumer Inquiries and Complaints Division [redacted] ** [redacted] ** ***Re: [redacted] , [redacted] - IC# [redacted] Notice of Informal Complaint Service Date 3/30/16Dear Ms [redacted] :Please be advised that CenturyLink has completed a review of the complaint filed by Ms [redacted] In the complaint, Ms [redacted] stated her disconnection was deliberately delayed and keeps getting billed even though she paid her final bill.CenturyLink regrets any frustration experienced by Ms [redacted] regarding this issueOur records show a disconnected order was completed on 12/4/per Ms [redacted] ’s requestThe last payment in the amount of $was received on 11/3/for service dates 10/20/– 11/19/Ms [redacted] was billed $on her November billing statement for service dates 11/20/– 12/19/A credit in the amount of $was issued to her account for service dates 12/5/– 12/20/since she disconnected service on 12/4/This credit was applied to the November balance of $and left a remaining balance of $for service dates 11/20/– 12/4/This information was reflected on her December billing statement.Ms [redacted] has collectible balance of $on her accountIf she would like to make a payment, she can contact our Financial Services Department at [redacted] .Please let me know if you have any questionsSincerely, [redacted] CenturyLink Customer AdvocacyAfter careful consideration, we find our original investigation and response to be validCenturyLink has closed this complaint.Sincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

Complaint: [redacted] I am rejecting this response because: This what I was already told a few weeks ago I was not told of these options at the time I upgraded my internet service It is a lousy business practice CenturyLink does not provide any information that would help me find a "compatible" modem, so this is not really an option Sincerely [redacted]

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 wellOur records indicate Mr***’s order to install service completed on January 21, A technician was dispatched on January 26, 2016, which resolved an issue A Broadband Escalations Representative was able to verify Mr***’s service is currently online and pingableAn adjustment for six days of service (January to January 26) has been applied to the account A credit for $was issued on January 29, and should be reflected on the first bill Mr [redacted] is a valued customer and I apologize he was not treated in this manner CenturyLink regrets any inconvenience Mr [redacted] has experienced [redacted] CenturyLink Customer Advocacy

I have reviewed the Revdex.com Complaint from [redacted] regarding a billing disputeI have reviewed the customer's account showing they were overcharged due to a billing error on our sideI show all the overcharges were credited off the account as of the June statement and the account canceled as of 6/1/We apologize for the error and frustration to our Customer trying to get help resolving itSincerely,Mr[redacted]

Initial Business Response / [redacted] (1000, 9, 2015/09/01) */ 9/1/15: Centturylink apologizes to the complainant for the unwanted door to door sales reps and the mailers they have been receivingThe customers address has been added to our Do Not Solicit websiteThey may get mailers as we update lists every four weeksI have also requested the customers address be removed from our lists for the Door to Door sales repsThe customer did not provide their phone number to add the restrictions for phone calls ***/Centurylink Manager Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed the complaint from [redacted] regarding experiencing issues trying to get their service disconnectedI'm sorry to hear about this situation and would be happy to help if the customer can provide me with their CenturyLink account numberUnfortunately I was unable to locate it with the information provided.Sincerely,Mr[redacted]

Complaint: [redacted] I am rejecting this response because:We need a WRITTEN confirmation by either mail or email that this account with CenturyLink is updated to zero balance and is then closedNo more fraudulent billing would be sent to our property A police incident report has been filed with a police officerIt appeared that this fraudulent billing to our property has not solved to date as two emails on 3/and 3/from CenturyLink to my email address requesting payment Sincerely, [redacted] ***

While our records do not indicate the representative told Ms [redacted] she could disconnect at any time without penalty, I will adjust the Early Termination Charge, in an effort to satisfy Ms [redacted] will need to contact the business office ( [redacted] ) to have an order issued Once the closing statement has been issued, I will adjust any Early Termination Charge that is billed This offer is valid until May 20, [redacted] CenturyLink Customer Advocacy

09/01/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] *** Below are our findings: Upon receipt of Ms***’s Revdex.com complaint, I reviewed all calls and trouble tickets to CenturyLink’s repair department and found the following:________________________________________________________ Ticket [redacted] was created on 5/7/at 1:PM and completed on 5/7/at 4:PM The tech notes - Set up modem for customer, tested good to jack, gave customer info on wirelessTicket was created on 7/14/at 2:PM and completed on 7/15/at 10:AM The tech notes - Tested cable pairs, tested drop and inside wire, all within working range, replaced jack in bedroom, got good speed at jackTicket was created on 7/30/at 9:AM and completed on 7/31/at 1:PMThe tech notes - DSL/trouble with customer cpeNo sync - found modem defectiveInstalled new On 8/10/at 8:AM CDT the customer spoke with an agent & the following was notated"The customer requesting sup over repeated issue with internetCurrently show ip bound and ping able, modem connected in RX showing both wired and wireless devices activeCustomer confirms surf on wireless Smartphone, but pc connected via Ethernet cannot surf or access modem guiWill try another pc and call back." Possible issues - Could be an issue with the Ethernet cord, that particular port on the modem or the PC Since it works on a different device we know it is not the data service Since attempts to reach the customer have not been successful, we will have to wait for the customer to contact us again________________________________________________________ Unfortunately, CenturyLink only offers credits for out of service when the service is non-functioning for a full hours and must be reported to CenturyLink internet help desk ( [redacted] as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notationsPer the calls and trouble tickets, Ms***’s service would be considered out of service for days (05/05/2016to 05/07/2016; 07/14/to 07/15/2016; 07/30/to 07/31/2016)Per CenturyLink records, out of service credit has already been issued for more than the timeframe of out of serviceCenturyLink 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 and out of service credit has already been issued, CenturyLink has closed this complaintSincerely, [redacted] CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

10/06/Upon review of Ms***’s CenturyLink account, I found that per the address the account [redacted] was set as a Multi-Dwelling unit account (apartment complex with contracts for CenturyLink to provide the bill statement on behalf of [redacted] **)_____________________________________________________________________________...⇄ unit: [redacted] generates the monthly bill statement for [redacted] service then transmits the bill to CenturyLinkCenturyLink then pays the bill statement to [redacted] on behalf of the customerCenturyLink then applies the [redacted] bill statement to a CenturyLink bill with an additional CenturyLink [redacted] Protection Plan for the customer to pay.____________________________________________________________________________...⇄ Once the account [redacted] was disconnected on 07/01/( [redacted] no longer sending CenturyLink bill statements), the charge for the CenturyLink [redacted] Protection Plan (which bills from another billing system under account number [redacted] ) continued to bill separatelyI issued an order to disconnect the account [redacted] as of 10/06/and I issued a credit adjustment in the amount of $for the bill cycles since the [redacted] was canceled (statements 06/$+ 07/$+ 08/$+ 09/$= $25.16)A revised final statement will generate on 10/23/reflecting the credit balance due for the differenceA refund check will be sent to the address on this complaint shortly after the final bill I apologize for any frustrations with the request for more information unfortunately the account number originally provided of [redacted] did not provide the [redacted] account number to confirm that all aspects of Ms***’s account(s) were truly disconnected and the issue resolvedCenturyLink has closed this complaintSincerely, [redacted] * [redacted] ***

03/16/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: Ms [redacted] ’s CenturyLink service used to just internet during the timeframe of the previous Revdex.com complaintOn 01/08/2017, Ms [redacted] changed her CenturyLink service to a phone and internet package through online chatOrder Number [redacted] completed on 01/16/Ms [redacted] contacted CenturyLink on 01/16/(after the order to add the phone and internet package had completed) requesting to change back to just the internet serviceThe order was placed with the next available due date and completed on 01/18/The additional fees on Ms [redacted] ’s CenturyLink bill statement is for the phone activation fee and prorated charges (difference between the packages)Regardless of service being activated for a short time or longer, the expense of the activation is offset with customer responsible onetime fees that are applied to the bill statement along with the prorated charges associated from the date of activation to the date the service change/removalCenturyLink finds these charges to be valid however as a courtesy I have issued an adjustment of the activation fee of $plus the associated taxes totaling an adjustment of $Ms [redacted] is responsible for the prorated charges and any associated late feesCenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms [redacted] ’s issueWe regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situationCenturyLink has closed this complaint with no additional credit adjustment being warrantedSincerely, [redacted] ***

I have reviewed the RevDex.com Complaint form [redacted] regarding auto pay discounts. I have reviewed the Customer's account and show the they weren't on an auto pay promotion in the past so they didn't qualify for the discount. As a courtesy I have issued a $30 credit to the customers... account and wanted to remind them we need to be notified within 90 days of any billing disputes. We advised our customers to review their bills monthly and contact us with any questions so we have the opportunity to resolve them in a timely manner. We apologize for any confusion and conflicting information the customer has experienced. Sincerely, [redacted]

I have reviewed the RevDex.com Complaint from [redacted] regarding disputed [redacted] pricing. We are happy to help the Customer with any CenturyLink billing questions and changes we don't have access nor authorization to change [redacted] accounts. Per our agreement with [redacted] ... [redacted] they address all billing complaints we simply put the charges they send us on CenturyLink Customer's bills who chose to be combined billed. We apologize for any confusion our partnership with [redacted] has caused they would be more than happy to review their charges and address any billing disputes. Sincerely, [redacted]