Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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Disputing early Termination fee charges with Century Link and cannot get any resolution. Dispute was opened and immediately closed. Company has threaten to disconnect services due to the early termination fee charges not being paid (because we are disputing them). Disconnection of service will impact business operations.
Please be advised that CenturyLink has completed a review of the complaint filed by Ms. S S on behalf of The *** disputing early termination charges with CenturyLink.CenturyLink records indicate that it previously received and investigated this dispute in response to complaints filed with the PUC (Public Utilities Commission). Please see a copy of September 24, 2020, PUC response for your convenience.Good afternoon,Our business escalation team investigated this matter and found that the customer did renew the contract. As a result, when services were disconnected prior to the term commitment, early termination fees were billed. The *** was advised the fees were billed correctly and they are liable.Please let me know if you have any questions.Thank you,Case ManagerCustomer Advocacy GroupCenturyLinkSincerely,Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I scheduled an appointment for internet service on August 7, 2020. A technician came out and informed us that our building had to be rewired in order to connect service and that we would have to reschedule for that to be done. He further advised that even if we were to rewire that we would not get the best internet speed and did not recommend it. We then told him we were just going to cancel and keep our Spectrum internet provider. I rec'd a bill via email on August 12th for $111.41 due 9/2/2020. I immediately contacted Centurylink and spoke with someone named "***" who assured me that my acct # *** was cancelled and I would not receive a bill for Centurylink services. I then receive another bill via email on August 16th, 2020 with the same billing information. On that same day, I contacted someone again at Centurylink, No name given who passed me around, put me on hold and disconnected me. Upset, I decided to give it a few days so that I could compose myself before calling again. I called again on the 20th and was told by someone named "***" that it would be resolved immediately and that an email confirmation would be sent. I received nothing via email so I contacted Centerylink for a 4th time today, August 26, 2020 and spoke with someone named "***". He said that I was already billed for services and that it was out of his hands at this point. I asked how I could be billed for something that was never connected due to the fact there was not even proper wiring to make a connection and that I never received a modem or any of their equipment. I asked to speak to his Supervisor and he said he would do that for me. He put me on hold and came back momentarily saying that my acct was cancelled, a credit will be is***d and I will not be billed for any services. I asked him for some type of confirmation number for this matter and he said they do not provide such numbers for credits is***d and that I would just have to "trust him". He did however provide me with the confirmation number for the actual cancellation : ***. I am having a hard time "trusting" this company at this time. I will give this matter a few more days in the hopes that it does indeed finally get resolved as promised.
Sincerely,
M*** G
Please be advised that CenturyLink has completed a review of the complaint filed by Ms. G disputing charges received after canceling her order to install new CenturyLink service. An order for new CenturyLink internet service was submitted on 8/1/2020 but canceled after it was determined DSL could not be installed due to wiring issues within the customer's building. Our records indicate the order was canceled on 8/10/2020 and all charges associated with this account were adjusted on 8/27/20. Account 487075203 has been updated and reflects a zero balance. On behalf of CenturyLink, I would like to extend an apology to Ms. G for the lack of communication and the unnecessary frustration endured while trying to resolve this matter. Thank you,Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I have problems with this company multiple times. They couldn’t keep my service going and kept having to send out a technician. 4 times in less than 6 months this has happened. I have not received any discounts for this and was charged extra in some cases. My bill jumped from a credit of 26.00 to the account to 181.00 in less than a week. I spoke with a Ravi who said this last time he was sending a tech for Thursday the 20th. No technician was scheduled. I then spoke with a Leon who took an hour to fix my internet and then said he would apply a discount and made arrangements for me to pay the rest on the 8th. This was not done either. My services were discontinued. On a day that I started isolation for COVID.
Please be advised that CenturyLink has completed a review of the complaint filed by Ms. B J regarding billing and technical issues related to her CenturyLink services. She has stated the service is horrible and her bill should be forgiven.The complaint was forwarded to the CenturyLink repair team to investigate issues related to the internet service. Repair history indicates only 2 repairs calls in the last 6 months. The most recent ticket was cleared on 9/9/2020 with no trouble found.Regarding the customer's bill, there was a credit of $26 for the bill date 5/10/20. Along with new charges of $49.00(monthly recurring charge), this left a balance due of $23. On 7/7/20 a payment was attempted for the balance owed but was rejected due to insufficient funds. This resulted in a $30 return check fee along with new charges of $64.00 (regular charges $49/late fee $15) bringing the balance to $117.00. There was not a payment received for the bill date of 8/10/2020 and therefore more charges accrued (regular charges $49/late fee $15). This brought the balance owed to $181.00 due by 9/4/2020. Records indicate the balance has been paid and the account up to date.As confirmed, the customer spoke with repair on 8/19/20 and was able to resolve issues with the internet. The agent failed to credit the account as he advised and therefore a credit has been applied for the 7 days without service in the amount of $11.43. As a courtesy, the late fees ($30) have been adjusted as well and the credits should appear on next month's bill.Repair also indicates that the repair ticket scheduled for 8/20/20 failed to create due to an issue with the software tool used to create the dispatch.Our records indicate the service was suspended on 8/27/20 but was restored the same day.At this time, no other credit is warranted.At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Please be advised that the information
previously provided is correct and does not require further review as
CenturyLink stands by its original reply.CenturyLink acknowledges the customers’
concerns and apologizes for any issues or inconvenience that may have been
experienced. Sincerely,Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because:
it is not accurate.
Sincerely,
B*** J
This fact that the FCC has not shut this company down shows that government is complicit in their corruption but I am going to make a complaint in good faith anyway. I have had intermittent internet service with them for a long time. They always blame the customer--it's never their fault--the latest is that my internet was working okay from March until last Friday (August 21). Interestingly enough that's when a school on my street reopened but I didn't think anything of it. I have had little to no internet service since that time. I have called repeatedly and have a service call in place. I called to speak with their Customer Loyalty department and their reps REFUSE to transfer to that department. Three different male customer service reps not only refused but provoked me and laughed at me and kept saying "Why do you want to be transferred?" And when I would answer they would keep asking the same question. What is going on with this company? Century Link does not provide service to paying customers, when problems arise they blame the customer, they also make it very hard for customers to reach anyone who can help...I would like an answer from Century Link as to why my service has been out since August 21 (both day and night) and why nobody at Century Link is willing to help and why nobody will let me speak with the Customer Loyalty Department. This is insane. I do have a tech scheduled to come on Tuesday September 1 but that means from August 21-Sep 1 I have no service (or very poor service) with no recourse. I was told over the phone that the tech gets to decide if the problem is mine or Century Link's. We know it's their faulty lines that cannot handle too much traffic at once. This disruption in service coincided on the EXACT day the school reopened. Century Link told me over the phone that it's impossible and that it's just a coincidence. Now they'll send a tech to say the same. This company need s to be held accountable for not only failing to provide service to paying customers but for behaving in an abusive manner towards customers. I was provoked and mistreated to the point I cursed over the phone--that is not typical behavior from me. My friends, family, neighbors and colleagues have all agreed that Century Link is a terrible company and it's a shame we don't have more choice in the marketplace.
CenturyLink
appreciates Ms. K giving us the opportunity to review
the handling of her account. At CenturyLink we strive to provide outstanding
customer service and her comments are appreciated plus utilized to enhance our
training. Upon review, This issue has
already been escalated to the Federal Communications Commission. Ms. K has already received a response for
all concerns through the FCC process.
JJ CenturyLink Customer Advocacy Group
As I advised in our last response, Ms. K has already escalated this issue to the FCC. All further handlings for this complaint will need be reviewed through the FCC process. I verified our FCC manager is responding to this complaint.
Thank You,
JJ
CenturyLink Customer Advocacy Group
Complaint: ***
I am rejecting this response because: This has not been resolved via the FCC yet. Century Link had better stop cheating customers and behave with integrity.
Sincerely,
C*** K
I ordered Century link Internet and they were able to set up in my home. I returned their modem and requested a credit on August 18 2020 and they still have not posted credit to my charge card. I called them this morning and the Rep says it will take up to 90 more days for them to issue me a check. I just want credit of what I paid to the credit card of my original purchase
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Ms.. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I verified the deposit of $50.00 in concern was
refunded to the customer’s credit card on August 27, 2020. Usually refunds can
take 7-14 days depending on the customer’s financial institution.
CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
I've been a century link customer for internet sevices for close to a year. 2 days ago August 25th 2020 the internet unexpectedly went out around 11 am eastern time. I tried to resolve the issue myself multiple time but with no success. I then called around 3:30 eastern time to resolve the issue. They indicated it couldn't be resolved without a technician coming out. They scheduled and appointment for August 27th 2020 between 8 and 5. This was 2 days without internet during covid. Where my child is doing virtual classes, my wife and both work from home. This was devastating. We had no option but to wait. August 27th 1:00 came and I have heard nothing. I called to get an update and they said the ticket had been canceled. The customer service person said the could get someone out by 5. I called again at 3:30 as still haven't heard back. No they said they had no record of any tickets and no one was scheduled. I have no confidence that they will every send someone. The customer service here is absolutely terrible.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mr.. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I
verified the customer’s initial repair order request was canceled due to a
systems defect. The customer shortly after disconnected service due to the repair handling
time. After reviewing all concerns with the customer,
I agreed to credit the final charges. The customer advised he was under the impression
services would be credited in full due to the service issues and the poor
handling.
CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
I purchased from centurtlink in august a private landline, but at numerous times I have been connected to other peoples telephone line and have heard their conversations. Centurylink has placed my phone line with other rotating private land lnes and are charging me top dollar as if I have a private unpublished dedicated phone line. I need their sevice , because there is no other local telephone companies in Las Vegas, Nevada. They have decieved me , I don't have a true private dedicated phone line at certain peak hours of usage. And they won't admit this to me. They should install more cables , but their system is over loaded and over taxed.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Mr. C,At CenturyLink, we strive to provide
outstanding customer service, and feedback is appreciated and utilized to
enhance our training.Upon review: On September 4th, 2020, a tech was dispatched and put the customer
on a new pair of cable. This was tested 6 times and came back clear every time.CenturyLink
considers the complaint resolved. CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
We are currently on 10mbs speed and we have requested for an upgrade since our wireless internet doesn't work. We have our daughter doing school from home and spouse currently working from home and our wireless doesn't work. I have contacted the company numerous times and requested to speak to a supervisor and all I get is the run around. I went to speak to Mr. J here in killeen at the *** bldg and no luck. I have called him and left several messages with no return call. I feel extremely disappointed with the company's service and handling of our neighborhood internet service.
Response to the Revdex.com:CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mr. C.At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.Upon review:At this time there isn’t a faster speed available to accommodate the customer. The switch that services the customer this speed available. If the customer is having trouble getting Wi-Fi to work, they might want to consider getting a Wi-Fi extender.Until CenturyLink can install upgrades to the circuit or put new circuits in and expect a reasonable rate of return in a reasonable amount of time, it will not happen.CenturyLink evaluates its entire network for upgrade opportunities but must consider that such an investment is profitable. Upgrades to existing terminals and new fiber terminals can be in the hundreds of thousands of dollars. I have researched this area and there are no plans to upgrade his terminal in the very near future. That doesn’t me it will nev3er be upgraded just not in (at the least) the next six months to a year.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,Executive Office Case ManagerCustomer Advocacy GroupCenturyLink
Phone was old. Decided to update. Bought phone from ***. Asked and was told I can keep my number, and my current phone would be usable until I received new phone in 7-10 days.
My current phone was turned off the next day. Had to buy minutes from Sprint to use my phone. *** said nothing they could do except cancel my order and then try would turn my phone back on. But I would lose my $70. All sales are final. Asked 2 times if phone would be okay until new one arrived. Someone lied.
As a disabled person living on my own, I need phone access. Can't receive calls or text messages. Can only call out, and that cost me $15.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Mr. M.At CenturyLink, we strive to provide
outstanding customer service, and feedback is appreciated and utilized to
enhance our training.Upon review: *** is an entirely different company who sells a completely different phone
service. When porting numbers from one company or anther or just going with
another phone company and not taking (porting) the original number the company that
is taking the ce is responsible for writing the order to disconnect the other
service if so requested.This
is mandated process and CenturyLink follows the same rule as all the other
phone/internet/wireless/VOIP companies.CenturyLink
cannot help with the customers *** side of the issue but the customer can
surely take his new number back to CenturyLink (as long as it is still live) or
set him up with new service and a new number. The customer can contact this
case manager for assistance if need at ***@CenturyLink.com and we can set a time to discuss his options where CenturyLink is concerned.CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
CenturyLink added a $300 charge to bury our cable. I was not aware of this charge, nor approved! I was told that it was for services done yet the cable remains above the ground and there are numerous people here telling us they were ever charged for burying a cable. I believe this is cramming my bill especially since I am a senior citizen. I have made a formal complaint to Centurylink’s Corporate Advocacy with a number of #***. I have been told 2 different times that they escalated this to the supervisor. Now I have no internet service.
I ORDERED INTERNET TO BE INSTALLED IN MY GARAGE, APPROXIMATELY 6 WEEKS AGO, AND IT IS STILL NOT WORKING, YET I AM BEING BILLED FOR IT. I HAVE CALLED CENTURYLINK AT LEAST 9 TIMES AND ASKED TO SPEAK WITH A SUPERVISOR, AND ON 6 OF THOSE OCCASSIONS WAS PUT ON HOLD FOR 30-60 MINUTES. I HAVE STILL NOT BEEN ABLE TO SPEAK WITH A SUPERVISOR. ONE CENTURYLINK EMPLOYEE OFFERED TO GIVE ME A SMALL CREDIT, HOWEVER, I DONT KNOW IF THAT HAS HAPPENED.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Mr..At CenturyLink, we strive to provide
outstanding customer service, and feedback is appreciated and utilized to
enhance our training.Upon review: I have contacted the customer and the process for correcting the initial order
so that the service can be as the customer would like can be done.This
is complex order requiring interaction between several departments as well as
field personnel.I
have provided the customer with my contact information as well informed the
customer as the order progresses that I will keep him updated.CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,***Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
My Internet connection is disrupted daily. We're working from home due the Covid-19 and use home computer to connect to the work server. Every time we lost internet connection, we lose unsaved work on the server. We have to save work every 5 minutes.
I contacted CenturyLink at least 3 time to solve the problem:
1. August 2. Call time was 44 minutes including waiting time. Was told that Centurylink had a power outrage, they reset everything on their end and assured the problem solved. But issue remained
2. Contacted them again on August 21: Total call time was 60 minutes. Centurylink did reset of my modem and 100% guaranteed the issue resolved. 2 days later I lost internet connection again
3. Contacted them on August 23, total call time was 56 minutes. Finally, centurylink admitted that see my Internet disruption and will send a technician to my house. They promised to call me next day to schedule appointmemt. Nobody called me
4. Sent email to customer escalation on August 23, was told "One of our case managers will contact you soon". Nobody contacted me
Please be advised that CenturyLink has completed a review of the complaint filed by Mr. *** and the ongoing issues with his internet service.CenturyLink records indicate that it previously received and investigated this dispute in response to complaints filed with the CenturyLink Social Media team. The complaint was escalated to the escalation repair team to investigate and resolve. Per the repair team, a technician was dispatched on 9/11/2020 and 9/21/20 and stated that no trouble could be found. On 9/21/2020, our records indicate an order was submitted to upgrade the customer to 80 Mbps which will be installed on 9/29/2020. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. On behalf of CenturyLink, I would like to extend an apology to Mr. for the extended hold times and the frustration endured while trying to contact the repair team. Due to the pandemic, we have been experiencing higher than normal wait times and would like to apologize for any inconvenience caused by this matter. Please be advised coaching has been submitted for the agent's failure to follow up with the customer the following day..Mr. is advised to contact CenturyLink technical support at if he experiences any issues or concerns related to the speed upgrade.Sincerely,***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I upgraded my service about a month ago and on the first day of school, Mon Aug 24, the Internet service went down. I spent about an hour on the phone with CenturyLink to get a technician out to fix it at no charge, per the repair department. The appt. was scheduled for Wed, Aug 26. I called CenturyLink on Wed., Aug 26 at 0930 to confirm arrival time and was told there was no ticket submitted. I was on the line for about another hour to be told it would now be on Sat. Aug 29th. My daughter is a high school student who relies on the Internet, as does all students returning to school. The lack of importance to this situation, lack on reliability of service, and lack of company responsibility is very disappointing. The hold time, disregard of customer needs, lack of follow through, as well as poor overall service has been increasing over the last few years.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Ms.. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I verified Ms.’s repair
issues were resolved on August 26, 2020. Please accept CenturyLink’s apologies for
the log hold times while trying to resolve the service issues.CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
I registered for the service to begin 8/15/20 at my new address at that time I was on the phone waiting for 1.5 hours for rep to answer my call. 1 week later when I moved in I realized the service was very poor. I called and waited for over 1 hour to get to speak with representative and that's when I learned that they could only provide 1.2 speed to my residence. When I called back hours later to cancel service I was on hold for 2 hours and 10 minutes when the phone hung up. I immediately called back and the automated recording said that it was after business hours. I called back again today and waited for 1 hour on the phone before hanging up. I was finally able to get through to disconnect my service and I requested a refund for the lack of service (which was $59.00 a month) I have not even had this service for 2 weeks and I was told they would only refund me $20!
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Ms..At CenturyLink, we strive to provide
outstanding customer service, and feedback is appreciated and utilized to
enhance our training.Upon review: The adjustment was short of the normal adjustment for this period of time. As
compensation for the difficulty in getting resolution to the performance issues
and the fact that the service was unusable for several weeks, I have adjusted
the account balance to zero. CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,***Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
I’ve been hit hard financially. I going through a bankruptcy and loss of work due to covid. I called Centurylink and told them I didn’t have enough money to pay my bill. They said it was alright that I could pay the bill next month. 2 days later the internet was not working I called and waited on hold for an hour just to lose the call. I called back and asked for a supervisor, the staff get mad and rude when asking for a supervisor. Anyways got the internet going again. 2 days later and the internet is out again. *** so I’ve called their customer service number twice today to ask for a supervisor. 1st time I waited 45 minutes to be cut off. I just got cut off with no supervisor at 5 mins. I’ve spent hours in the last week waiting to talk to somebody.
I was told my service would not be disconnected and I could pay the bill next month!!! We rely on this internet for our security system, and other components of our smart home. If they couldn’t work with us in this time of need they could of told me so I could have had mediacom here. Mediacom is willing to give us 3 months free up front due to our situation. And I just cannot believe how centurylink has done us:(
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mr. J. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review,
I verified Mr. J has requested for payment arrangements on
multiple occasions. Payments arrangements were extended out from July through September
due the customer financial circumstances. According to our records, the customer was advised the monthly billing
charges are accurate. The customer has been given credits totaling $180.93 for installation
and late payment charges. Therefore, the requested credits are not warranted. CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced. Sincerely,JJ
G*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
Century Linl was bogus. They handled the calls bogus. Even the supervisor I finally talked to said their call center was out of line. Maybe you should go listen to the calls. And no I paid full price to have the internet restored after I was told several times they would wait for the money, then they would shut it off. It happened like 3 times. I would cancel my service over the way I was treated and talked to, refusing to let me speak with a supervisor. Holding on hold for hours just to be hung up on. If there was another option I would switch carriers.
Complaint: ***
I am rejecting this response because:
Sincerely,
Andrew J
CenturyLink has reviewed our previous responses to Mr. J’s
issue. Mr. J did not provide any new
information regarding her complaint. After careful consideration, we believe our original investigation and
responses to be valid. CenturyLink has closed
this complaint. JJCenturyLink Customer Advocacy
Group
This is the worst phone company ever!! takes 2-3 weeks for them to fix your phone problem,
They need to be gone and bring in ATT. Or a better phone company, Get rid of centurylink for good!!!!! If they don't do better they will get sued!!!
I have had Clink off and on for over 10 years. I have an email that I started with quest, this email is important and I was never informed that I would lose it if I cancel the service. I’m needing to get my email ***@q.com activated.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mr. Lucas. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I reviewed the email concerns with the
customer. I advised the customer the email address in concern was part of
internet subscription therefore deactivated when service was disconnected.
CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,JJ
G*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
We have been CenturyLink Customers for over 30 years. We have been having many problems with slow internet speed, dropped internet, no internet in the last several months. We went a full 3 days without internet in July 2020. We placed several calls to CenturyLink in August 2020. CenturyLink Service Technician *** came to our home on August 13, 2020 and tested our lines. It should be noted we live in a remote area. *** said “you are paying for 10 meg and you are getting 10 meg”. He also told us we could not get faster internet speed because of our remote location. Our service was not changed as there were no faster solutions available from CenturyLink in our remote location. My Aug-Sept bill has arrived and indicates a price increase of $4.00 per month. Our previously billed PRICE FOR LIFE amount was $45.00 plus taxes and fees. The new bill amount is $49.00 per month plus taxes and fees. I called customer service and was transferred to India. I spoke to both *** and *** who informed me our service had “changed” on August 13, 2020 when technician *** came to our home, thus changing our service agreement and nullifying our PRICE FOR LIFE amount of $45.00 per month plus taxes and fees. Our internet speed from CenturyLink has not changed. CenturyLink Service Technician *** confirmed a higher internet speed from CenturyLink was not available to us because of our remote location.
CenturyLink appreciates the
opportunity to review the concerns submitted by Mrs. regarding the recent
increase in her CenturyLink monthly bill. The customer stated after a recent
technician visit, the monthly rate increased from the Price for Life set rate of
$45 to $49.Repair history indicates that a repair
ticket was submitted on 8/12/2020 for issues related to slow speeds and
intermittent connection. The technician determined that the customer’s provisioning
speed was not supported and downgraded the speed to 10 Mbps in an attempt to
stabilize the connection. The technician was not aware that this
would cause a change in the customer's current plan and would increase the rate
to $49.00. Please be advised that this
matter has been addressed and the rate corrected to the reflect the previous
price of $45.00.At CenturyLink, we strive to provide
outstanding customer service, and feedback is appreciated and utilized to
enhance our training.
CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.
Sincerely,
***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I ordered Internet service through CenturyLink’s online representative. I told the representative in very clear and concise words that if the technician could not get to my house after 430, I could not order service because I work until four and can’t get home in time. I am a teacher, and it is imperative that I am in the classroom as long as my students are there and I have to stay. The representative assured me that the notes will be put in the account and the installation technician would not be at my house until late in the evening around the time that I requested. I got a notification at 3:40 PM today that the technician was going to be at my house then. I had to leave work early, losing work hours and getting in trouble with my supervisor. When I got home the technician had already left and there was a door hanger they gave me numbers to a desk where calls were saying it was already after hours.
After trying every single number that I have for century link, and it being routed to an after hours desk with no one to answer, I tried to contact them through their chat representatives again. Every single representative and so-called manager flat out refused to get the technician out here at the time that they promised. This is blatant unfair business practices. It is false and miss leading to promise a technician to come out at a certain time, and then not deliver on that promise. I asked for the managers info, and someone named Juan refused to give me that info. It is now my intention to cause CenturyLink as much of an inconvenience as they have done to me. I will do that at every possible outlet at my disposal.
CenturyLink has completed a review of the complaint filed by N B regarding the misleading information received regarding the installation of a new service. Per the complaint received, the customer indicated she placed an order with an online CenturyLink representative. We believe this may have been a 3rd party vendor that failed to properly inform the customer of the new process therefore resulting in a missed appointment and a negative customer experience.Please be advised that the COVID-19 crisis has required our technicians to be more flexible when scheduling appointments and therefore on 3/25/2020 transitioned to all-day appointments. This allows technicians to react more effectively to the changing needs of our customers. We understand the concerns for not being able to have a specific appointment time and are very sorry that the customer was inconvenienced.At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,T*** PExecutive Office Case ManagerCustomer Advocacy Group, CenturyLink
My Century Link phone line was disconnected on July 15, 2019 because I switched to Comcast Voice. I later decided not to connect to Comcast Voice. I never asked Century Link to reconnect my phone line and there has not been a dial tone since July 14, 2019. However, Century Link continued to bill me. When I initially contacted Century Link in September 2019, they told me that my account had been closed and would be adjusted to account for the erroneous billings. However, Century Link continued to bill me. I have filed a complaint with the Washington State Attorney Generals Office (which Century Link ignored) and contacted Century Link on numerous occasions since my line was disconnected in July 2019. Century Link has refused to acknowledge their error and continues to insist that I owe them for the time since they disconnected my line. They have said they will send a collection agency after me.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Mr..At CenturyLink, we strive to provide
outstanding customer service, and feedback is appreciated and utilized to
enhance our training.Upon review: Anytime a customer ports a number to another company or calls in to cancel
service there is a time stamp with a notation indicating what the transaction
is about. There are absolutely no notations of a port or cancelation of the
service as is noted in this complaint. If the customer started a port to
another company then changed there mind the account would remain with
CenturyLink. There is no indication that this occurred either.There
are virtually no notations until 2020 that indicate the customer has called in
to dispute or provide any kind of documentation. The customers account, when
finally disconnected was backdated to March of 2020 as a courtesy. The
remaining balance is valid and due.CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,Steve ***Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
Complaint: ***
I am rejecting this response because:
My Century Link phone line was disconnected in July 2019. I have not had an active phone line since July 2019. I will not pay for services that were not provided and my balance is zero. I am aware of the multiple rulings against Century Link on their similar attempts at defrauding customers and will not allow them to perpetuate this fraud. Again, I have not had a working phone line since July 19 and all Century Link charges after this date are null and void.
Sincerely
Response to the Revdex.com:This same complaint was submitted to the Wahington State
Attorney office back in January/February of 2020 to which the following answer
was provided:'Based on the information I received, you included a screen
shot from T-Mobile where it shows Comcast said they checked and found that plan
was changed, and phone service was removed on 7-16-19. However, I do not show
the phone number of 206 938-6309 as a working number for another company.Based on CenturyLink records, a port request came in for
7-15-19 with a release date showing PON *** which was converted to
***. The next notations on CenturyLink records indicate the Port
request and Disconnect order had been cancelled. Therefore, the service
resorted back to working with CenturyLink. The account still reflects it is a
working phone number with CenturyLink since the disconnect order had been
cancelled in July 2019."CenturyLink stands by it's original reply.Sincerely,Steve