CenturyLink

I have reviewed the billing complaint from [redacted] regarding being billed for an account they never usedI researched the closed account confirming the customer's statements showing the modem we sent was refused by the customer and returned to usBased on my findings I have adjusted all charges off this closed account it now has a zero balanceWe apologize for this error and the frustration caused by us this issue has now been resolvedSincerely, [redacted]

I have reviewed the Revdex.com complaints from [redacted] regarding incorrect billing over several monthsI reviewed the account notes and show we did have some issues with the customers monthly rate being billed correctlyMost of the overcharge credits were issued on 11/18/ $which posted on the December billI show the problem continued which has also been adjusted the Febbill is correct and the customer is on the lowest save offer promotional rate possibleWe do apologize for this frustrating billing situation and time spent trying to get it resolved the account looks good going forward I don's see any further credits due to this customer.Sincerely,Mr[redacted]

To whom it may concern: Please be advised that CenturyLink has completed a review of this complainant’s rebuttal and found the following: The comments on the account are not the only factor in the reply sustaining the early termination fee The arrangement and terms are similar to the previous agreement entered into on the prior promotional rate given and are stated on the bill as part of the description of why the discount is applied and the terms that provide for such discounts The customer received a total of $off of the regular pricing for the service when the new promotional plan was implemented As a compromise to this situation CenturyLink is willing to meet the customer half way on the early termination fee and has adjusted the $of this fee Had the customer contacted Centurylink to dispute this when reviewing the information on the first billing with the promotion clearly outlined, at CenturyLink discretion, this might have been avoided altogether 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 has reviewed our previous response to Mr*** Mr [redacted] did not provide any new information regarding his complaint After careful consideration, we believe our original investigation and responses to be valid Margaret CenturyLink Customer Advocacy Group

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 have adjusted Mrs [redacted] ’s account $ due to all the billing troubleI apologize for any inconvenience CenturyLink may have cause Mrs [redacted] [redacted] CenturyLink Customer Advocacy Group

Complaint: [redacted] I am rejecting this response because:I have still been waiting for the funds that were promised to be refunded on 1/25/by centurylink to get back to meI called today to check on it and they changed their story to say a check should have been mailed and it will take up to month to get to meThis company has been putting me through the ringer about what's happening and how I'm going to get my money back and I still have no idea if I'm getting it back, how or whenI spent hours on the phone today and was hung up on times I want to cancel my service with centurylink and they are going to charge me a disconnection fee of $One person I spoke to said they would waive it and failed to note that so the next person I spoke to refuses to waive itI've troubleshot my slow service for months with them, trying new modems, technician visits among other things on the phone and nothing has solved itI pay for 40mb/s but I get 8mb/s speedsThe supervisor I just spoke to said if I get more than 1.5mb/s then they are doing their job and are not obligated to do anything further for me Please help me, I cannot afford any more money to be taken by this company and just want to be done with themI've already paid $in overdraft fees because they did not let me know they were taking money for a modem I returned and now because I haven't received the refund they promised for that money I am going to have to pay a late fee on my rend for another $55, not to mention the late fees on the other bills that were scheduled to come out that couldn't Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I was promised a rate of $per month and my rate on my bill was times the rate promisedI am not working and expected the promised rateI waited for my first bill and cancelled after I received itI specifically told the rep I would not sign up for any contracted rate at that time until I viewed by first bill to make sure it was accurateCable companies tennd to relay improper information 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 Sincerely, [redacted]

To whom it may concern: CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint. At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training. The account, prior to this reply,... has been canceled and there is not balance due. CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced trying to get services disconnected. Sincerely, Steve [redacted]

09/01/CenturyLink has received a copy of the Revdex.com complaint filed by [redacted] Below are our findings: CenturyLink bills a month in advance for service providedMr [redacted] ’s internet bill timeframe is from the 28th to the 27th of every month and the Prism bill timeframe is from the 20th to the 19th of every month, billed a month in advance on the 28th of every monthMr [redacted] ’s first bill statement that included the Prism service dated 07/28/2016, included prorated charges (charges for service provided before the bill date) for Prism from 06/23/to 07/19/and the standard month in advance from 07/20/to 08/19/I found no record of a quote for $a month for all servicesMr [redacted] ’s promotional package rate is on the current promotional discounts CenturyLink offers for the service he is receivingBelow are Mr [redacted] ’s monthly rates (during the month contractual promotional timeframe; when promotional discounts expire, the monthly rate will change to the standard rate): --------------------------------------------------------------------------------...⇄ Monthly Charges ------------------------------------------------- Internet High-Speed Internet w/o AutoPay & Paperless Bill Term Commitment Month of -------------------------------------------------- Internet Monthly Charges Total $(before leased equipment, taxes, fees and surcharges)---------------------------------------------------------------------...⇄ Prism™ TV Monthly Charges ------------------------------------------------- Prism Essential TV Prism HD TV Prism™ TV Discounts Prism Promotion -------------------------------------------------- Prism Monthly Charges Total $53.98(before leased equipment, taxes, fees and surcharges)---------------------------------------------------------------------...⇄ Total Internet and Prism Package Monthly Charges $(before leased equipment, taxes, fees and surcharges)---------------------------------------------------------------------...⇄ Mr [redacted] also leases an advanced CenturyLink Modem/Router and Prism set top boxes which would increase the rate by $per equipment leased per month before taxes, fees and surcharges:---------------------------------------------------------------------...⇄ Advanced Modem Lease Additional Set Top Box Additional Set Top Box Primary Set Top Box ------------------------------------------------- Total Leased Equipment Monthly charges $(before taxes, fees and surcharges)---------------------------------------------------------------------...⇄ Mr [redacted] ’s internet package does have requirements that must be met in order to receive the full promotional rateMr [redacted] has an opportunity for an additional $off a month (as long as he maintains the same internet package) by setting up paperless billing and autopay (through a valid checking account or credit/debit card)This may be set up through CenturyLink online MyAccount at www.centurylink.com/myaccount (a MyAccount will need to be set up by following the prompts) Keep in mind that paperless billing and autopay may take 1-bill cycles to complete and the additional promotion will not begin until the bill reflectsI found that Mr [redacted] was offered a onetime $bill credit for adding Prism to his accountThe 08/28/bill statement reflects a partial of the $credit: One-Time Prism Credit -The full account was credited due to the rate of the Prism package is $and the promotional discount is -$40.00, leaving only $available to credit by the billing systemI have issued a manual credit for the difference totaling $CenturyLink 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 Mr [redacted] is receiving the current promotional discounts and has been compensated the difference for the $onetime bill credit, CenturyLink has closed this complaint with no further credits being warrantedSincerely, [redacted] ***CenturyLink Customer Advocacy Consumer /Small Business Sales and Care

As previously stated, if Mr [redacted] is disputing the CenturyLink response he needs to contact the manager assigned to his case Below is a copy of the letter that was sent to Mr***March 29, [redacted] *** [redacted] Dear Mr***, Thank you for your recent letter Please accept my sincere apology for any misunderstanding or inconvenience you may have experienced with your billing issue According to the records on the account, you were issued credit for the Early Termination Fee on 2/23/ There will not be any credit issued for the discount You did not dispute the charges until after you had canceled the serviceMr***, I want to thank you again for taking time to bring this issue to our attentionIf there is anything further I may assist you with, please do not hesitate to contact me Sincerely, [redacted] CenturyLink Consumer/Small Business Sales and Care Customer Advocacy Group [redacted] CenturyLink Customer Advocacy

Complaint: [redacted] I am rejecting this response because:I have attached a copy of the order confirmation that I received I was told that my monthly charge would be The sales person did not discuss automatic ebill or autopay being required to have this rate I know that you record phone conversations so you should pull the recording and it will prove that I was not told I needed to do that The rate I was quoted was $for months and that should be what I am billed forIt is not acceptable to be told I can have your service for a price and then once I commit you raise the price That is unethical Sincerely, [redacted]

CenturyLink appreciates [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, This issue has already been escalated to the Department of Justice [redacted] has already received a response for all concerns through the DOJ processDOJ Response, In review of the customer’s account and billing, I do see that we offered the customer a new internet promotion However, notations do not indicate what pricing was offered, nor do notations mention that CenturyLink’s @Ease service was discussed In review of the customer’s April 8th, statement, I do see that the customer received the price for internet that he feels he was quoted, $plus fees and surcharges As additional details to this scenario, the customer was required to enroll in both paperless billing and automatic payments to retain this promotional price Without both of these requirements being met, the customer’s discounts would be reduced by $per month What I find is that the customer was enrolled in paperless billing, and was enrolled in automatic payments prior to the new promotional rate being added The customer’s automatic payment for his March 8th, statement was declined, and automatic payments were subsequently removed from the customer’s account This caused the customer’s March balance ($55.99) to forward to his April statement ($new charges, total amount due of $83.56) This also caused an internet late payment charge of $ Because the customer was not on automatic payments, the customer’s promotional rate was reduced by $per month, and his monthly charges were $($for internet charges, $CenturyLink @Ease and $internet cost recovery fee) All charges were billed correctly With this information being said, the early termination fee was also assessed correctly as well Credits are not due at this time Thanks Ms [redacted] , [redacted] CenturyLink Customer Advocacy Group

I have reviewed the Revdex.com Complaint from [redacted] regarding a modem lease billing disputeI have reviewed the account and show the customer due to a billing glitch was not being charged a modem fee which has now been correctedWe are not back billing the customer for our error but they will continue to have the monthly fee if they choose to lease our modemThe customer was advised they can purchase a modem to avoid the monthly fee and return our modemIf they choose to do so they can call in and have us send them a prepaid return label for the modemAs a courtesy I have credited the account $for two months of lease chargesWe apologize for the confusion and frustration this has causedSincerely,Mr[redacted]

I have received a copy of the Revdex.com complaint filed by Ms [redacted] , regarding a billing disputeAfter investigation of Ms [redacted] account it has been found that Ms [redacted] was informed that the modem would be supplied at no costWe have issued a credit on the customers account for the information that was provided to the customerThe bill credit will show up on the net months billing statement.We apologize about the frustration the customer encountered.Sincerely, Mr [redacted]

CenturyLink appreciates Ms*** 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*** made a payment on 03/03/
Unfortunately, the payment was returned by her financial institution on 03/13/We sent a letter to Ms***’s billing address to advice of thisOn 03/22/2018, her service was temporarily disconnected due to this issueBoth her Tv and internet service stopped working on that dateEach service does not always stop at the same time of dayMs*** contacted CenturyLink on 03/23/and made a paymentOn that date the notes indicate that she was going to call back to make payment arrangements on her accountThe next date the account was accessed was 03/26/On that date she arranged to make a payment on 03/30/Due to confusion with the payment arrangements and Ms*** stating she did not receive the letter advising her payment was returned, I have issued a $credit on her account.CenturyLink apologizes for any inconvenience or frustration this issue may have caused Ms***CenturyLink Customer Advocacy Group

CenturyLink appreciates *** *** writing regarding her recent experience with our company. I regret to inform *** *** that she did not include sufficient information for CenturyLink to conduct an investigation. I was unable to locate an account with the limited information on the
Revdex.com complaint. The address on the Revdex.com complaint has multiple apartment/units and the unit number was not included on the Revdex.com complaint In order to investigate the complaint, the CenturyLink account number will need to be provided. Once the CenturyLink account number is provided, CenturyLink will be happy to investigate *** ***’s concerns. I regret any inconvenience this may cause *** *** *** ***

I have received a copy of the Revdex.com complaint filed by Mr*** ***, regarding a billing disputeAfter investigation of Mr ***'s account it has been found that the account is currently billing correctly for the services that are being provided to Mr***Our records show that on 08/29/Mr*** was informed the same thing that the billing is correct for the servicesWe apologize about the frustration encounteredIf Mr*** has further concerns please contact us at *** and ask to speak with the National Order Help DeskSincerely, Mr***

CenturyLink appreciates the opportunity to review Mr***’s concerns regarding a hard inquiry on his credit report. Mr*** can send a letter to CenturyLink requesting removal of the inquiry. In the body of the letter, he needs to reference the date the credit check was done
(1/8/17), the service address discussed, and why the inquiry should be reversed. He needs to include the last four digits of his SSN. The mailing address is: ***
*** *** *** *** ***
*** ** *** I would like to apologize for the less than exemplary service that Mr*** recently received from CenturyLink representatives. His comments are appreciated and, to improve customer service, will be investigated. Our representatives and their supervisors need to know the negative impact we have on customers when we fail to do our jobs well CenturyLink regret any inconvenience Mr*** has experienced. *** CenturyLink Customer Advocacy

*** can just give me the tracking number so I can verify the return *** then I can help with the lease modem billing dispute