Lumen Technologies

Background: I have repeatedly had issues in which a Customer Service agent will provide discounted pricing information to me on the phone, but then fails to properly add it to my account. I have spent many, many hours seeking resolution on these matters.

Current Complaint: I was offered a "Price For Life" guaranteed rate of $35. This rate was achieved by offering their standard $45 Price For Life rate and offering a $10 Loyal Customer Discount. I was told on the phone that the $10 Loyal Customer Discount would be applied as long as I maintained my account.

The company sent me an Order Change of Confirmation detailing the $45 Price For Life rate. I contacted them requesting some sort of statement outlining the terms or conditions of my Loyal Customer Discount. They have stated that they will not provide me with anything in writing. I was told that it would be OK and I can trust them.

I have no doubt that discount is currently being applied. My concern is that they will not offer me anything in writing outlining those terms. Two years from now I could be notified that the Loyal Customer Discount is discontinued and the only thing I have in writing is a Price For Life agreement of $45.

When the internet goes out, they continue to charge you for services that you are not receiving. When I asked for a refund, they said they would apply one to my account, but never did. When I asked why I never got my refund, they said they would apply it to my account, but then never did.

We have several accounts with Century Link. The bills were coming to our new office for some of the locations and not for others. But we had a mail forward order for all mail coming to our old address.

Now our service has been shut-off. Not sure how the bills didn't reach our new office.

I called *** last week to change my data plan to unlimited. My husband works nights and we need unlimited data now. They said I was enrolled in one bill, so I had to call Century link, get disenrolled, make the change with *** then call century link back. I told them I tried that and customer service said no. I asked *** to call century link and have us all on the line to do it at the same time. Man for century link was rude and disrespectful. Did not get a supervisor, just kept saying no, our company policy is we can not enroll you. I said all I want to do is upgrade my data plan! He said it wasnt his problem. When I said I would cancel my service and go elsewhere he said do what you have to do. He then told the *** rep that he no longer needed to be on the phone and hung up.

On 04-12-2018 I ordered basic telephone services. I live with my husband, we are low income elderly family, just moved in Public housing apartment. I disclosed to Juan, Jan right away my financial situation. He said my cost will be $22, and after Lifeline program discount it will be less. I agreed to that, and submitted Lifeline application right away. He did not say anything about taxes and surcharges. It could be obvious for young people, but not for me, I don't frequently make purchases, and don't order services on a regular routine. In a few days I got to know that my first bill is $77, and then cost will be around $30, because taxes are around $13-14, which is more than half from basic price $22. I keep calling every day to Century link and telling them my situation, that I cannot pay more than $22, which I was promised; and hope for Lifeline discount. Instead they bounce me from agent to agent, keep saying "Sorry madam, we cannot do anything." They lowed my first bill to $40, calculating from $22 with the taxes. And supervisor Victoria, after I cried out my story, started offering me packages with TV and internet services, more than $100!! I am a responsible payor, and keep my bills in order. I tell them, "Disconnect me, I wont be able to pay." They say, "No madam," we won't disconnect you. What should I do?! My plea is $22 plus taxes $13-14 is too much. I feel deceived, they did not disclose the whole information on the day of order, and now don't want to handle the issue.

I ordered a pre-paid monthly plan of 80mbps internet-access. During installation, the CenturyLink representative stated the external phone-lines connecting to my apartment would need to be upgraded, which is outside my control as a renter. This is despite CenturyLink's website stated I could get 80mbps at my address. The installation representative showed me how to check my internet speed though my modem's site address, and he confirmed I would not be to get speeds higher than their 45mbps package. This has proven to be correct; however, the installation representative stated my payments & service package would be downgraded to reflect the maximum capacity their company could offer. Unfortunately, this reduction in charges never occurred, and I am still being charged at the rate for 80mbps users. I need to be refunded for the lack of service received. I want my current account to lapse without renewing/charging after this current pre-paid cycle ends; 05/05/2018 is my last day of CenturyLink service on this billing cycle. Unfortunately, they're customer service call centers are unable to help. No one knows the phone number for the pre-paid account service center. I don't received statements from CentruyLink as their web-sales agents incorrectly built my account with an email address at Gmail instead of Ymail.

To Whom it may concern,
When I was unemployed for 4 years, CenturyLink offered me the internet charging $19.99 per month for 60 months, but CenturyLink charged increasly $28.99 monthly for internet service. Last month I receive a bill with high price charging of $58.99 from $28.99. I called immediately and spoked with gentleman, who offered me the flash rate $45.00 including tax in OR. He told me to pay $45 this bill and he will adjust and get promotion in my account. I did send bill on time. But yesterday I received a bill with charge late fee of $9.00 and full payment of $58.99 instead of $45,00. that is not correct; the due day of last month was on 4/7/2018, but CenturyLink received my payment of $45.00 on 4/2/2018. I did not agreed to pay late fee and $58.99 charged last month. I called in the CenturyLink customer service and spoke with the lady, who did not solve this problem even thought I tried to explain how I got the offer from the guy. She kept saying CenturyLink system can not go backward, but only go forward when the bill already printed. That is cheating. I am forced to pay more $12.99 plus $9.00 for late fee even I paid on time. This new bill is charged more than $45.00 monthly promotion. It is lier and bad service. please help to work out this case as I am loyal customer for many years. I have to work out before looking for different internet service. CenturyLink will lose the good customers.
Thanks.

Regards

Centurylink offers special online deals that can be purchased online. However these online prices are not being offered to customers. When you proceed to buy the connection online, the website fails to load and will have you contact their sales through chat or phone. Chat agents do not offer the same price that is being advertised. My complaint is why even advertise a price that cannot be offered. This is bad practices and is cheating customers of the price.

Signed up online unknowingly for an account that is only serviceable on the phone and only M-F. This happened on April 20th and my service was supposed to start on April 26th. April 26th comes around and no service. I call their customer service and apparently the original agent never activated my account so then I was told it would "definitely" start tomorrow. The 27th comes and still no service. I called about 5 times and each time as I was on hold I was either dropped from being on hold or if I did get ahold of a person I was transferred to the wrong department. Each of the 4 people I talked to asked me for an account number and from there I was transferred again. I received a modem that I specifically said I didn't need and I'm being charged 7 days later $45 for a service I don't even have! Of course because I

Hello,
I moved from Albuquerque NM to Vancouver WA in 10/2016, before I move I left them know I was moving and I wanted to move my service to WA and that I would be moving in the last week of OCT.They instead shut my service off a month early then when I called them about this they turned it back on. I then started receiving all sorts of bills for there mistake, wanting me to pay for a new service and not returning my router (which I did not buy from them) then after getting all of that fixed. I get to my new home and the problem starts over again and I though I had gotten this fixed. About 2 months ago I get a bill from collections say I have an outstanding bill from CenturyLink for 34.03. I call CenturyLink and they at first cant find it then after many phone calls and an email to their complaints dept. they said yes its a bill from New Mexico. I ask them to send me the bill and Ill pay it. Several phone calls and emails later I get the bill, but in the mean time I go through my old records and find the last final bill that I had from them for 7.00 which the last person said I actually had a credit and that my account was fine. When I send them this final bill they then say we do not know what I am talking about. I call and they say that I need to go to the online dispute site to do so and that they will send me the email with this information. I never received the email. So I went looking for the site and the only online dispute site I can find is for Businesses. How can you say this is your final bill and then send another final bill?

Century Link advertises a "price for life" promotion. I called them on 4/16 @`1`1.35 AM and spoke with Cindy in Idaho Falls. After almost an hour, she said I could not take advantage of this offer because I have two phone lines bu only one has their long distance. She then offered me services at a much higher prices with no guarantee (bait & switch?) (2) As per BB instructions, contacted them again and spote to David in Iowa (retention depart) He said the same thing, but then on checking, said he could have the issue fixed and gave me a confirmation (#***. ) He said he would call me back when the problem was fixed and send an e-mail confirmation. When I received neither, I called again and spoke with Jay in Utah on 4/23 @ 10.34 AM. He said my service had been changed to the high speed and he could send the documents via e-m,ail. I have NOT received them. I called back yhesterday and was told Century Link does not send confirmation. MY ISSUE: Previous I had a bait & switch problem with Century Link. so I am concerned that the price quoted will not be honored.

CenturyLink is attempting to collect on a bill that has already been paid previously. I cancelled my account mid 2014. Myself and a witness were on the phone with an agent who confirmed that there were no further charges, the agent confirmed by stating “no ma’am”. We also confirmed that the equipment I had did not need dropped off at a centurylink location, of which the agent confirmed “no ma’am”. We were very clear that this was DONE. we made sure that our interactions had fulfilled our duty to them. About a year ago I suddenly received a collections notice for $409.21. At that time I filed a formal dispute with the collections agency asking for a bill entailing where the charges came from and the most they could send me was a centurylink bill with no details other than the amount previously mentioned. This does not explain where charges were suddenly found after nearly three years of silence! I then disputed the credit marking of which the collection was ultimately removed as it does not appear anywhere on my credit report at this time. Thus the credit agencies found the bill to be inaccurate. Today 4/27/18 I have received yet ANOTHER bill. This time they are claiming to “cooperate” and offer a “settlement” offer of $286.45. Settlement for what? A false claim again with no valid description of where the charges originated.

A billing issue occurred in January 11, 2018 when I made a phone payment to CenturyLink. I typically pay with my checking account by phone or the company's Quick Bill Payment link. I received a confirmation number and assumed it would be processed as usual. The payment didn't post to my checking account so I called CenturyLink. I was told my payment was rejected by my bank. I confirmed with my bank there were not any ACH payments attempted through my checking account by CenturyLink. I made a second payment and again second payment was rejected. I called several times and CenturyLink told me conflicting versions of why my payments were rejected or professed incorrectly by their company. Third attempt at payment,had to pay with my debit card +$3.50 fee. That payment went through with no issue.I noted CenturyLink ran the debit card payment twice for the same amount. After a few days later one of the debit charges dropped from my checking account.I made a monthly payment online on February 14, 2018 with my checking account. No issue, payment went through and cleared my bank. March 14,2018 attempted a monthly payment and the option for paying with bank account had been removed as an option on the Quick Bill Pay link. Again, I had to pay with my debit card +$3.05 fee. I called CenturyLink and asked why this option was not available to me. I was told, quote." You submitted a wrong account number. It's our policy that you now have to pay by credit or debit card for 12 months." I tried to get this resolved, but their finance dept refused. It is illogical for this company to suggest I would purposely submit an incorrect account# twice to pay my bill. CenturyLink tried to assess two $25 NSF charges to my account in January.I was able to get those charges reversed. I mailed a check for payment on April 16,2018 and this payment still has not been posted to my CenturyLink account . The check has not been submitted to my bank. CenturyLink states my current balance owed is $126.

Please get this compliant to the right person to assist in this horrible experience. I am also filling a Revdex.com complaint. FYI, I previously had a month long internet issue that took a Revdex.com compliant and emailing you to get fixed after techs missed 3 appointments. So maybe this will work on my new issue.

For the last month the internet goes completely out for several hours. This occurs several times per week as well. Every time I call the overseas agents say it is an outage in the area. Really? An outage in the area that affects an entire area is happening several times per week??? Your “advance technicians” must not be very advanced.

Again, today there is another “outage” surprise surprise!! They won’t send a tech out since it’s supposedly an outage. This also occurred yesterday!!! Several hours each day is gone!! I work from home!!!! I need internet and reliable internet. What is the damn problem with your internet besides that it is super slow and old DSL??? Come on. Get your techs to find the issue and fix it or get them to my house and I will explain exactly how it occurs each time because my modem does the same exact thing each time. I call and tell them it’s an outage before they even know it’s an outage!!!

Please for the love of everything, fix the internet!!!

The DSL light goes completely solid red for everlasting minutes. It will then go solid green with no internet light at all. After an hour or two the DSL light goes red again and then things start working as if someone magically goes and unhooks something and plugs it back in.

Get the local techs to fix this garbage or have them call me or come to the house. It’s either the modem or true outages.

This costs me money and lost work time. If you were working from home on a daily basis and your slow *** internet kept going out several times a week for a month straight, how would you feel? I can’t talk to someone locally because your *** company outsources EVERYHING!!!! Just to save a buck and pocket all hose millions you “earn.” Fix this crap. I am filing a Revdex.com today and will also begin blowing up your *** and *** accounts and flood it with negativity. FYI, go check some of your *** posts and view the comments. THEY’RE ALL NEGATIVE....

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I purchase a 10 Mbit DSL internet service package from Centurylink to provide internet access. I have had the service for 9 months now and since the beginning they have failed to deliver the bandwidth promised. During the hours from 7pm to 12am I have been only getting between 0.5 and 1.0 Mbits download as tested by speedtest.net. I have contacted their customer service numerous times (7-10) to fix the issue. After sending out a technician several times they finally admitted the problem was due to "bandwidth exhaust" : which means they have oversold the capacity of their network and cannot deliver the promised bandwidth. At this time they informed me they were working to upgrade the network and this would be completed by November 2017. Seeing no improvement I call and am told it was delayed to April 2018. Again seeing no improvement I call and am told the improvements have been complete and they would send out a technician again to determine the issue. The technician never came and instead called to tell me he was checking the lines at their node. No improvement to service has ever been seen despite numerous attempts to work with them to solve the problem.

The length of time to have my phone service repaired is unacceptable. I have been a customer for over 20 years and feel I should be more valued. I am being told it will take 3 days to fix my phone service. I am self employed and I need my landline to work. My clients know this number to get in touch with me. I also have a complaint about the internet speed. I realize we are on the extended service area but it worked better 2 years ago than it does now and nothing has changed as far as me being on the extended network. My house has not moved. I was told by the local repair guys that Centurylink will not allow them to update wiring or cables or equipment because there is no new housing construction in my area. I am tired of feeling like we are being blown off because we are rural .

I WOULD NOT RECCOMEND GIVING YOUR HARD EARNED MONEY TO THIS COMPANY!!!!! After years of service I moved to a location where centurylink is not available. When I called to cancel my service I was told I would be charged a fee for breaking my contract....a contract that I was completely unaware that I was in. The rep informed me that I had given verbal consent, I asked to hear the tape of my call and was informed that centurylink only keeps the recordings for 45 days. Now I am on the hook for a contract I did not agree to with no proof of my verbal consent. Please please save yourself time miney and frustration and DO NOT USE CENTURYLINK!!!

I decided to switch internet companies at the end of March. I used Centurylink's online chat feature to discuss what I wanted in internet services and to see if they had a product that would fit that. I said I use a lot of streaming (i.e ***, *** etc) I also have a lot of devices that I have hooked up to the internet and that I wanted a fast internet that could handle all these things. I previously was using *** and let the centurylink rep know this. He said that Centurylink could provide a way better service than ***. That their DSL was amazing and fast and just want I needed. The rep was very quick and eager to sign me up for this. Again I asked if this was going to be faster than the product I had with ***. I was reassured that it was and decided to go ahead with Centurylink (despite them being more expensive than ***). I was sent out a modem and a tech came to my house on April 1 to get the internet set up. Since then the internet has been terrible. I am unable to stream anything, it's slow and it doesn't work in the upstairs of my house. I made several calls to Centurylinks tech support and was fobbed each time with a tech saying "well your line works fine". Eventually I phoned customer service and explained the issue. The Rep said they would send out a tech to my house to check out the issue. The rep also said she would take 10$ off of my monthly fee as a goodwill gesture. All well and good. On Monday April 23 a tech phoned me and said what is the problem with your internet. Again I explained and said can't stream anything, slow etc. He said well with the service you have you won't be able to stream anything but let me take a look. I get a call a few hours later from the tech who says that Centurylink sold me the wrong product and that it would never work for what I wanted. Basically I was sold and have a dial up internet instead of the fiber optic I was promised. The Tech said this was totally the fault of the rep who sold the product. I called centurylink to try and explain this and again I was fobbed off - the rep said my area didn't get the kind of speed I needed (you think I would have been told this in the first place before I signed up). I was on the phone for basically 40 minutes and have had no real outcome of what is going on or what Centurylink plans to do for me. Right now it seems that this company has no integrity and just are greedy money grabbers.

I have been paying for CenturyLink for a few years and have been trying to get them to fix my internet for a few months now and they have still not done so. I'm still paying the same price and they have not credited my account yet.

I had CenturyLink for only about 3-4 months. The service was slow but ok. I switched to *** in January and cancelled CL by phone. I became nervous because they are very difficult on phone. I went into their Governor Square location to confirm that they had cancelled my account. They gave me a hand written account number that does not exist. I presume it is the first account that was not properly set up. Next I received a bill to pay for the equipment which I had purchased up front. Had to go in to show them. Then I received a three month notice to pay for January - March which is when they finally properly cancelled my account. I filed a grievance and they ruled a denial on April 4, 2018. They did not notify me I called and found out this date. I have a g00d rating. I pay all of my bills and on time. I do not owe this bill of three months. Centurylink has barely ok internet, but their business practices are not satisfactory and if they have done this to me they will do it to other customers. I have proof that I called then in January eventhough they deny receiving calls It is on my phone bill . Please investigate this issue. I feel certain that it has or will happen again Thank you.