Lumen Technologies

I have recently cancelled my service with Century Link, but it was a very trying process. I called the company near the end of my contract agreement to inquire what day I could specifically cancel without incurring an early termination fee. The first time I called, I was told I could call back at a later date if I wanted to avoid early termination fees. I did this and I was told to call about a month later to avoid incurring any early termination fees. When I called back, they told me I would incur an early termination fee and had to wait until my contract end date to cancel my service. Throughout this whole process, I explained that I did not want another bill past my contract date, because I was moving on from Century Link. In my final call to them, to end my service, at the end of March of 2018; the service representative told me that I could have called a month earlier without incurring any early termination fees and seemed perplexed that this issue had not been resolved. This representative's name was Sasha and she helped me in finalizing my cancellation. However, I was told that Century Link would need their modem/router back and would send out a label and a box in a few days to retrieve said modem/router. It was 12 days later that I received a label, but no box. I called them and they told me I had to find my own box. It took me a little while, but I was able to find a box. However, it was close to my "within 30 days of cancelling" time to avoid charges, so I called them and explained my situation. The representative assured me it should be ok and to write the date, on the package below the label(as well as my number), to ensure the date that I mailed it back was within the time frame. Despite the trouble I shouldn't have had to go through to do it in the first place, in my opinion. Now, they've sent me a bill for the modem/router; even though it had been almost 2 weeks since I've mailed it back to them. And to resolve the issue, they've requested that I get the tracking number to clear up this issue. However, that is/was not a requirement per their label instructions. I didn't write down or remember this number, but despite me not having service with them anymore and it not being my job to do so, they're wanting me to do their return shipping's job as well?! I've done everything that I can on my end. I just want them to process their return, so I can be left alone; no more charges/bills/unwanted harassment. I've never had to deal with such behavior/problems from any company as I've had to deal with with Century Link. My next step will be to get a lawyer.

back last year I had a gentleman call me from century-link, he then told me that *** the company I had at that time for telphone service was a scam and that they were over charging people. Since I really never heard of *** I believe the Centurylink Gentlemen. He said if I switch back to century link that all termination fees would be covered. Now a year later *** has turn us into collections. It seems that cloud 9 communication is a 3rd party of century link and are the ones that told me that century-link would cover these fees, they are not acting like they don't know what I am saying, a Lady for cloud 9 communication back when this all took place July 2017 that they are recordings of this guy telling customer that fees would be paid. She said that she would send it up to survivor and they would call me, well of coarse that never happened and now everyone is saying there is nothing they can do. I talk to a superior from centurylink today who said there was nothing they could do about a 3rd party, which confuses me because they say they work for centurylink.
I FEEL LIKE WE WERE TAKEN ADVANTAGE OF BUY CENTURY-LINKS 3RD PARTY SO THAT THIS GUY COULD MAKE A SALE, I TOLD HIM I COULDN'T SWITCH I WAS IN CONTRACT, When he said that all fees would be covered that is when I agreed to switch back to century link. I feel like they said whatever they needed to get me to sign back up. I can't really afford to keep paying century link monthly bill and the cancellation that was sent to collection agents. Now that I am with centurylink I can cancel because they will charge me a cancellation fee as well.

I was never given any notification about the deadline for returning equipment or where to return equipment. In fact I had techs come out and switch my modem and did not tell me this information. Now I am being charged 107 and some change for a modem that could have been returned if I was provided information as to where to return. On top of that I am being told a return label was sent to an address that I don't ever have mail sent to. All my mail is sent to ***, which the label was not sent to. This company is frustrating me

1st) Revdex.com's century link complain page has a number to call to ask for a supervisor. that number simply goes into their normal answering machine, not helpful. oh and centruty link's complaint department is NO NUMBER, its P.O. BOX 2560 Omaha NE. SOOO YOU CANT COMPLAIN TO A PERSON. They want a letter, Im sure the P.O. Box is just a trash can.

I needed to transfer my century link account to a new home. On April 27th, I called and set it up. I asked for my service to be transferred May 15th. On April 30th when I get back home, my service was no longer working. I paid my normal bill amount if for some reason the auto pay didn't work. I tried the chat support to figure out the issue, that didnt work (in fact I DO NOT Recommend their chat support). That week I would stay late at my office to make sure I could get work done since I am always on the phone and do not have time to call and wait for HOURS! (which I did may 7th). May 5th, I had time to call the tech support people directly, they told me that someone went ahead and transferred my service to a new location and that I need to call during business hours to get it back on. So May 7th, I called them, I waited a while before speaking to someone who transferred me back into the main answering machine (epic fail), then I spoke with a lady who had me on hold on and off for almost 2 hours. She said there was nothing Century link could do with my old account. They needed to make a new one. after waiting on hold for a really long time, she tells me she needs to go through a few departments who are all NO HELP. She finally makes a new account, but then asks me to pay a $75 deposit to reinstate my account. I AM NOT GOING TO PAY FOR CENTURY LINK's MISTAKE. I ask to speak to her supervisor who rudely in a mono voice says sorry, then I ask to speak to her boss who is Allie (employee code: ***) and I ask her to help. She says theres nothing century link can do. After pleading with her to help me, and telling her MANY MANY times I wanted to stay loyal to Century link, she tells me "pay or you can cancel". Does it seem right that I should pay Century Link for their own mistake? Couldn't Century link just "accidentally cancel" accounts like mine and then say "oh we can fix your account, but you will need to pay $75"? After pleading with her to help me fix my internet at home, she simply tells me theres nothing she will do. To think a supervisor's supervisor wont help. AND THEN I tell her im just going to cancel my account. She tells me that my account is already canceled and the new one isnt even made. So then I ask what are the steps to a refund and is there any way for me to get confirmation about my refunded in writing. Allie (employee code: ***) says she wont send me that email. I ask her "why not? you have a computer at work for this purpose" Allie (employee code: ***) literally says to me she doesnt have a computer. What supervisor do you know AT AN INTERNET COMPANY does not have a computer? As a customer its clear to me that Allie (employee code: ***) was lying. So how do I know she was truthfully when she says "theres nothing I can do". This is a complaint not only to the practices of Century Link (their staff should know to help when a mistake was made on their end) but also to Allie (employee code: ***) for lying to me, a customer who wanted to stay with her company.

I have contact the company no less then 10 times for a bill on a account that is no longer valid. they have given me a new account #. I was going to move and changed my mind and am still residing in the same place. They are stating I owe 144.00 with no explanation on an account that they; closed and issued me a another account number. This has to do with the bundling of *** and Century link. I have paid every bill I have received as recorders show. yet now I am being billed from this old account. If I owed money I would never be able to have their service. I have had my cell phone account for 25yrs. I have called century link over and over again to avail in solving this problem. Today I spent 1.5hrs on the phone as they keep transferring me to another department. This bill is from, 11/17. I am a long time customer and unable to solve this problem.

I was charged $25 on a dishonored funds transfer that I did not make nor authorize. When I contacted CenturyLink via online chat and I called them, I got no help at all. Megan who was the "agent" I was communicating with did not get back to me in a timely manner and when she did, she gave me a number of a department that already closed for the evening. When I tried to call the Customer Cr I didn't get through to anybody and was told by an automated service that I would have to hang up and try again. Now I have gotten better service from ***, and their CRA score went down two tiers due to their unethical practices. This says a lot about this company.

I lost my funding for college because centurylink got my address wrong and then lied to me 5 times for about 10 days and not only do I still not have internet they aren't even giving me anything for the hell they've caused....like I literally cannot attend my college now at least until next semester and I have to struggle to find a job immediately so I don't die of starvation and get evicted also since I lost my scholarships and loans not only cam I not attend school I don't have any money to survive.

All they were willing to give was my money back.

They got my address wrong which I noticed immediately upon purchase [online] of internet services, I then went through 2 hours of b.s. to contact them and have my address changed, which they assured me had been fixed and would not be a issue. Then a week later the installation date, may 4 2018 the tech called me telling me he had been trying to find the right address all day, I finally got him to my house and he walked up tool a picture and then left. Then my modem never showed up so I literally walked door to door to door down the road to find which house they mailed my modem too. I finally found it then go through hell again trying to get the modem set up with their support on the phone. They told me they couldn't helo me until Monday.
Today which is Monday may 7 I spend 5 hours in chats and phone calls during which 4 separate times I had to re. Give the correct address again that HAD never been fixed like I was repeatedly assured and had to be transferred 14 times before someone was fo7nd fhs nyt could let me know any info
He told me the only way to change an address is to cancel my account and start over but my bank account wouldnt receive a refund for 3 days
..and I would have to pay right then an additional 60 dollars if I wish to start a new account. I could not believe they aren't going to give me literally a single cent for the hell they've caused for me. My college started the 4th and it was 100percent not an option for me to miss Friday so now like I said centurylink has caused me to lose thousands and so much more as well

In September 2016, we moved into our new home and contacted CenturyLink to set up internet service.
During the month of September (do not have exact dates), we set up two separate appointments for a service technician to come to our house to initiate service. The technician failed to show both times. As a result, CenturyLink sent us a Modem so we could try self-installation.
We were disappointed in the service, so my husband and I decided we no longer wanted to use CenturyLink for any services. We called, and were told to return the Modem, which we did. We sent it by mail, at our own expense, which we tracked and verified it was returned. A couple weeks later, we received a prepaid return label to return the Modem, but we had already returned it.
On November 1 2016, we received a bill for monthly services from CenturyLink. We had never established any services with CenturyLink, nor had we activated an account. We called, and had to talk to several people to discuss the issue, were given a disconnect number, and assured that the problem had been corrected. Then on November 15, 2016, we received another bill, which not only included the amount due from the bill received on November 1st, but additional charges due. We called again, had to speak to several more people, and were again promised the issue had been resolved. Finally, in January 2017, we received an account summary that showed the charges had been corrected and we did not owe anything for services.
However, also in January 2017, we received a separate bill for 99.99, for the price of the Modem we had returned months earlier. My husband spoke to 6+ people on at least 3 occasions to try and resolve this issue. At first, we were told that because we did not use the prepaid label to return the Modem, that we would be responsible for the charges. However, we were very clear that we had returned the Modem at the request of CenturyLink and they had never mentioned a prepaid label, and we had tracked the package to ensure it arrived. We had never used the Modem, we never established any service with CenturyLink, and we had returned it as requested. Finally, we were told the issue had been resolved, and we would not be responsible for any additional charges.
Fast forward 15 months, at no time during this period did we have any communication from CenturyLink. In April 2018, we received a collections notice from ***, on behalf of CenturyLink, for the amount of 99.99. We called CenturyLink, but they claimed to have no information about our account, including all history mentioned above. We also contacted ***, which recorded our statement and said they would pass it on to CenturyLink, but it was all they could do at this time.

I signed up for services on 4/17/2018 and as of 5/5/2018, I still have no service and no modem. I've called Century Link twice to understand where my modem is, and I was advised that UPS could not deliver my modem because the address wasn't correct b/c of a format issue. Upon signing up I used the addressed that Century Link suggested - so tell me why it's taking almost a month to get service? I've spent $60.00 for service that I haven't received and I'm constantly having to follow-up, getting internet service shouldn't be this hard.

I have had the biggest run around with Centurylink. All I need to do was place a move order from one location to another. I have provided the same information to about 10 reps over the past 3 weeks and still keep getting the same response from the tech once he arrives on site. tag is placed on door saying the stop no one was home and no good contact info provided. This is ridiculous but there are no other providers in our area.

We've ordered service 3 times and have been denied service 3 time with no clear explanation as to why.

I was scheduled to start Century Link services approximately March 5, 2018. I had a technician that came out for the installation and stayed about 30 minutes not explaining anything he was doing. I ordered 1GB internet and unlimited home phone services with them. After he left I discovered my home phone did not work and I wasn't getting the 1GB internet speed. Later I called and spoke with customer service and a supervisor ensuring me they would take care of that issue. The next time I hear from Century Link it's a text message saying they are sending a technician out for March 15, 17, 19 & April 3; only for the technician to tell us that the problem is an engineering problem with the tower each time. So we get charged $60.00 for him to come out and do a partial repair. Then another technician a week later causes property damage to our back gate by taking pins out of the gate to bury the cable when we weren't home and now the gate does not close properly. I had to file a claim after calling and complaining about it several times, which is pending. I had received my first bill from Century Link which was in the amount of $88.14 and I paid it on March 27, 2018. I opened the most recent bill today only to be surprised by a $236.29 bill. You see I was charged for full services from March to April and for about two and a half to three weeks my home phone wasn't working and the internet speeds were way below what we ordered.

I cancelled my land line on March 1, 2018. CenturyLink did their billing that day. I received a bill for $103.89 three days later. I called and spoke with a service representative. They told me I had to pay that bill since it was printed 1 day after the billing cycle began. I told them I wasn't going to pay it because my land line was cancelled and my land line was cut off the same day the bill was printed. April 4th I received another bill for $106.49 which included a late fee. I paid it by putting it on a *** card as I did not have the cash.They charged me $3.50 to put it on my *** card.
I talked to two service representives today to no avail. The second representative wouldn't let me talk to a Manger. I think CenturyLink is ripping me off. That money I sent them was a full month service which I did not have. Please help me get my money back. There's another bill on its way for $45.00 for internet service. This bill I will pay because I've internet service.

To whom it may concern,

Around November of 2017 I called CenturyLink in regards to my bill price constantly going up and at this point, I was paying around $120/month for 120 Mb/s internet speed. When I spoke to the representative over the phone I was informed CenturyLink would lower my bill to $50 a month for 120 Mb/s internet speed with a set price of $50 per month for life promotion.

This was a fair price and I agreed to the account change and I was informed that my bill would change starting on my next bill.

It has now been several months later since I was informed that my bill would go down to $50 and my bill is still around $120 per month for internet.

Today on 05/04/2018 I called CenturyLink about what happened with the price of my bill going down as it was promised to me by the representative back in November of 2017 when I had called. I was informed that she would no longer be able to reduce my bill to $50 a month but she offered to reduce it to $70 instead and offered me a credit of $120 for the extra money I have been paying for service over the last 7 months when my bill should have been already reduced.

Over the last 7 months, since I was promised by CenturyLink that my bill would go down, I have paid approximately $840 for internet service when I should have only paid around $350 for the last 7 months of service.

I ordered a new modem through the company. When I purchased the modem I was told that the cost of the modem would be split in to 3 payments. When I received my bill, I was charged for the modem in full. When I contacted Century Link I was told that the issue could not be resolved and that I would have to set up a payment arrangement. Confused that the agent could not remedy a simple bill credit and re-charge I was transferred to financial support where I was give payment options that were less than accommodating. When I finally agreed to an arrangement that still would mot fit my budget the agent ended the online chat and I was prompted to start all over. I also did not even need the new modem even though Century Link convinced me that was the issue when all I had to do was change the channel on my old one and my issue would have been resolved.

I contacted Century Link on November 28, 2017 to t er rminate my service with them. My account was current, and I requested to terminate the service effective immediately. The representative told me my account was fully paid through December 27, 2017. I asked the rep if I kept my service until 12/27, would I receive a final bill? The rep told me no. Today I get a letter in the mail threatening to turn me over to collections for a past due final bill. I call Century Link and discuss this with the final billing department and am basically called a liar. I tell them the name of the rep, date and time, and ask them to pull the recorded call and lets hear it, I guarantee it is on there, to which they ignored and said it doesnt matter you had the service so you owe the bill. I responded I understand the logic, however I would have cancelled 11/28 like I initially called to do had I known this. Considering the rep told me I did not owe anything, and I was paid through 12/27, I wasnt going to pay for something and not use it, so I used it. The rep informed me deciding to use it means you agreed to pay. She continued to reiterate that I used the service, and I continued to request that we listen to the call as proof, and I was continually ignored when I made this request. Century Link is attempting to scam me, as they know the account was noted as I requested but ignoring my request to listen to the recording.

A block was placed on my telephone line number,(*** for accepting collect call due to late payment. This happened around February, 2018, once I brought my account current numerous calls was made to remove the block, I would have to say I must have called them over 10 times to get this resolved with no success. I spoke to at least 2 supervisors who assured me that this matter would be taken care. My relative from the AZDOC to date still is unable to make a successful call to me. Here are all the order #'s that was written up to remove the block but did not work, ***, ***, ***, and ***. I have no other choice but to submit this complaint because the problem still exist. My relative tried to call me yesterday, couldn't get through, last night, couldn't get through. I don't understand why this block can't be removed since Centurylink is the one that placed the block on in the first place. I also have spoken to 3 different people in tech support, they could not help, said it had to come from Customer Care.

CenturyLink is not crediting the electronic payments I make to them though *** Credit Union. *** has faxed them proof of payment. CenturyLink is investigating but states it will take up to 60 days. I find this to be unacceptable service. The problem started after I discontinued my home land line phone service but kept my internet service with CenturyLink.

04/27/18 (Friday) Internet disconnected between 5-6PM and 10PM.

Called CenturyLink Friday-Sunday to resolve issue and only able to speak with overseas reps who were unable to solve the issue, giving the excuse that service workers aren't available to fix our internet over the weekend and we have to wait until Monday.

Called 04/30/18 (Monday) at 8 and 8:45AM. First attempt led to multiple transfers after waiting hours. Hung up and called again at 8:45AM. After being on hold for 26 minutes, spoke with rep Damian from the US who informed us that there was a note in our account that stated we were moving and service was to be disconnected. That was complete ***. Let them know our neighbors just sold their unit and new neighbors moved in and they must've made the mistake of disconnecting our service. Damian assisted in reconnecting though not sure what he did entirely as we were told the internet would be up in 1 hour and was given a new account number. 1 hour went by, not up. Called direct repair line and operator stated our internet would be up by 5PM on 04/30, then connected with another US rep and he stated it would be up by 7PM on 04/30. Internet still not working into 05/01 (Tuesday). Received emailed stating internet will be up by 05/02 (Wednesday).

On 05/02 (Wednesday) CentruryLink package arrived at door. Turns out to be a new modem, which we were NEVER TOLD we were receiving meaning CL termed our original account and opened up a new account without informing us! Attempted to set up new modem with fail as our information didn't match set-up prompts. Called into direct repair link and spoke with an overseas rep who helped us get our internet up that evening.

05/03 Internet stops working at 10:07AM. Called into CL and spoke with overseas rep Eduardo who stated that our account had an activation date of 12/21/2025 and that there was a note that a tech came out to set us up, but that no one was available. WE WERE NOT INFORMED OF THIS APPOINTMENT CREATED FOR US! No call/email/NOTHING! Transferred to Casey a senior account specialist employee #*** who told us that our account is showing as 'FINAL' and that they sent us a new modem because they push the new modems so they can make a sale or something along those lines. Internet issue was not/is not resolved.

I have been having issues with Centurylink cutting my phone off before the due date. This was the last straw today. My phone bill is not due until the 11th of May, but today they disconnected my phone. I called them to see if my bill was past due and they said no. I asked WHY was my phone turned off. They transferred me to three people and not one could answer the question. I called back and was told by another representative that I had to pay the bill to get my services restored. THE BILL WAS NOT DUE. I paid it to get my phone back on. I am a 70 year old senior citizen that has medical issues and need access to my phone. This same incident happened a few months ago and I had to call them to get my phone back on and the bill was not due. I am tired of the harassment