Lumen Technologies

For the last three months (and several times prior) I have received my TV/internet bills with rates higher than expected. Each time I am transferred from sales to retention only to be PROMISED a guaranteed rate for a 12 month period. When my invoice is received and I call to inquire on the difference I am told that the person promising that "special" rate was not authorized to do so. At the end of each session I am expected to listen to a 2-3 minute terms and conditions spoken by the employee with both my and their parts of the agreement. So, I guess that my contract with CenturyLink is biding (as they threaten termination fees if cancelled), but their follow through on rates guaranteed to me mean nothing. I do not understand how an employee representing their company can make empty promises to a customer in hopes of keeping their business another month. I consider this deceptive business practices and am highly irritated that I must undergo this process every 30 days. Written records are kept on their end of the rates promised, so there is no discrepancy in both parties as to what was agreed upon, but their holding up to the agreement does not occur.

False Advertising! I was called from a CenturyLink Sales person offering internet service to my Business. They offered 100mb download / 5mb upload and 2 free ongoing subscriptions to Office 365 business premium (a $30/month value according to the sales person) for $75 per month (2yr contract) + taxes & fees estimated by the sales person at approximately $11 so total monthly price of $86 +/- a few dollars. There was also a one time setup charge of $100 which included bringing the service into my office. Then I was promised I could cancel within 72 hours after I had a chance to test my promised speeds etc. Well, the install guy showed up on the day promised (3/26/18) he was very nice and got the service hooked up to the outside of my building, when I asked him where inside I can hookup the modem he said I would have to hire a 3rd party vendor to bring the service inside my office. So, I hired a wiring company to do that $110 and a day later I was able to hook up the modem. I tested the speed of the internet at 60mb down and 4.5mb up. Not what I was promised but certainly acceptable for what I need. I then went on to the website to figure out how to activate and use the Office 365...this is where it really went wrong. I noticed the Office 365 subscription included was the Business Essentials version (a $10/mo value not the $30/mo value I was promised) so I called billing to find out what went wrong...after more than 2 hours of being transferred around and being on hold and being dropped twice I finally reached the customer retention department who informed me that my monthly price is $154 per month not the $75 I was quoted and that the sales person must have lied or misread the quote to me. I told her that is fine please cancel the service at which point she informed me there would be a large early termination fee for terminating my 2-yr contract. I explained that the sales person said I had 3 days to decide whether the service will meet my needs and is delivered as promised. She explained that the sales person had lied about that too. I then explained to her that I will not be paying a single penny to CenturyLink and that she has nothing from me that I have signed and that she might as well send the bill to my lawyer. She then put me on hold for 10 minutes, came back on and said they will go ahead and cancel with no fee...great! After reading the reviews on this site I can see that I will be receiving a bill and they will try to collect from me and will send it to collections etc. This is clearly not over. One thing is for sure...I WILL NEVER USE ANY SERVICE FROM CENTURYLINK EVER AGAIN. Also, I am a computer consultant and all of my customers ask my opinion on what internet and phones they should use...YOU CAN BET THAT I WILL NEVER RECOMMEND THAT THEY USE CENTURYLINK...and they will here this story from me as well.

Since approximately June of 2017, CenturyLink has been charging me erroneous charges and refuses to take them off of my account. Due to their errors, they continually suspend my DirecTV services which are bundled with my CenturyLink account. I have called multiple times and been told by many representatives and supervisors that the charges would be removed from my account within two billing cycles. However, when I wait two billing cycles, the charges continue to stay on my account and they then suspend my service. Now that I am out of contract with them, I would love nothing more than to cancel my account but I am terrified that they will put my into collections due to this charge they refuse to remove. The amount was approximately $195.90 several months ago but they continue to charge me additional late fees while failing to remove this charge. The reality is I have not even used their internet since June and have only been using DirecTV at a different household. I would like all erroneous charges removed so I can safely unbundle CenturyLink from DirecTV and cancel my CenturyLink account.

While I've always paid my bill on time and before the due date, CenturyLink has been consistently charging me a $7.00 late fee month after month, even after I've called multiple times and they've issued credit. Very frustrating and I feel like they are harassing me! When I finally want to resolve this once and for all and wanted to speak to a supervisor, these CRS's transferred me from one area to the other and giving me the run around. As you could see below, listed is my first and last phone call with CenturyLink along with employee ID numbers and any reference numbers they've provided to me:
- 12/26/2017, Alex, Ref. ***
- 1/22/2018, Chika, EID ***, Ref. ***
- 1/29/2018, Doug, Entity Final Balance
- 3/26/2018, Brandy, EID ***, Ref. ***
- 3/27/2018, John, EID ***, transferred me to Mario
- 3/27/2018, Mario, Backend Technician, transferred me to Rohalia
- 3/27/2018, Rohalia, EID ***, transferred me to David
- 3/27/2018, David, EID ***, transferred me to Peter
- 3/27/2018, Peter, transferred me to Joe
- 3/27/2018, Joe, EID ***, transferred me to Carlos
- 3/27/2018, Carlos, EID ***, transferred me to Ferinanb
- 3/27/2018, Ferinanb, EID ***, Supervisor. He said he esclated it to OHD Ticket.

I had an issue with my internet and CenturyLink had to have a tech come out to fix the issue. Upon powering down my equipment my TV shorted out and the picture on the LED tv is now bad. Upon them sending out their own “independent investigator” he noted this was not the techs fault when in fact the TV worked just fine until he powered down his equipment. Now they are denying my damage claim and will not reimburse me for a damaged TV that is only less than 4 years old! Absolute horrible customer service as well as I am stuck with a broken tv now!

My Problem: Century Link (Phoenix, AZ Maricopa County - Maryvale Area) is the only Landline/Phone Service in my H.O.A. Community (***) - I call that a Monopoly. I tried talking with other area providers and there are none that I could find that are set-up to service my/our community; to include trying to find out WHY they won't/don't have a service in my community; answers were vague and or not available. I spoke with the HOA and they assured me that in no way are they stopping other providers. As far as Century Link I did call them over a period of 2.5 months trying to resolve my issues and concerns; I was given a one time $100 reimbursement and $10 off my billing (for life or until I change my service). Then they went on to state they would be updating their services on or about February 28, 2018 in the community (whole community or my area?). I have had 3 Service Techs to look at the eternal lines around my home; one put in a new line. I was advised that if they entered my home there would be an $85 charge even if they didn't find anything and if they found something then extra fees would be added. I did not let them enter my home. I also called a Tech at the phone number provided on my Bill and the Tech did testing that he said, "Didn't go well." - I'm tired of talking and waiting!!! The facts I present to why I know it is a Service Issue and not a inner home issue is that my phone works at other homes, the lines to my home and others homes in the community are physically on the ground (think stereo speaker wire)... they are literally lying right on the ground, grass and ran behind bushes to I assume junction boxes that go below the streets. The box that the Tech used to check my personal line are accessible to anyone with a phone that has a landline styled jack. This same wiring is also used for the Internet so I have Internet Issues regularly as well as bad static on my phone; replacing the old wire was helpful but honestly more like a band-aid. I moved here from Wisconsin where I used AT&T for internet and phone... their service was $20+ cheaper and that was when they weren't having a special (typically every 2 years) - then the service was $50+ cheaper for a year. In closing, paying $1 for an obvious out dated bad service is far too much especially when I have no other options. Century Link said, "They would be updating." and here we are March 28, 2018 and I see no effort of any kind. I have video of the shoddy community wiring and some bad static sound recordings from my landline to back up my statement. I have offered all to Century Link Reps starting as early as December 2017; as I stated, "They have given me (refund) $100 and a $10 break monthly on my bill - I say, "Bad Service is too much even at $0.01!!

When I called to ask why my monthly bill increased dramatically, I was offered a different service to which I agreed. A week later, the current service was disconnected and the new service installed. The following week I received another bill for a completely different amount than quoted on the original call. When I called this time to inquire, I was told that the new service was never installed and the previous service was still intact on the account (all the old equipment had been disconnected and sitting on my dining room table for return). Everyone I talked to over the course of several day, for hours, told me something different and gave me very different quotes for the service offered. Some were courteous, some were total jerks. Century Link is all about profit and having control while they monopolize the communication world. They do not honor their offers, nor do they honor loyal customers of over 30 years. This issue has been ongoing since January. Times are stressful enough without having to be additionally stressed by companies like this. There needs to be more options than Century Link. It appears obvious by the number of negative reviews and complaints. The utility commission should better oversee these business practices and put an end to them.

I have had 16 different calls with century link starting in December when my bill was increased by 70.00 unknown to me. When I had called to discuss my options the first caller stated that she would grant me my previous bill amount and that I had one month to figure out if I wanted to stay with that plan. I received my next statement which had the amount 138.99 paid but not paid in full the amount paid was only considered a partial payment, this occurrence started my issues up until this point I was a very happy customer. I called century link to try and resolve this issue and no one including the managers would assist me. I did take the offer for the internet and ultimately took the offer to lower my monthly ( I was being charged 180.00+ for cable) payment to switch to Direct TV. This occurred in January, I was then charged a 100.00 to install Direct TV after the technician was unable to find my cable wiring to my house which he was also confused about and told me to call and get the fee waived. I was also being charged during my time using my Direct TV for my Prism as well ( I got a refund of 303.00 for this but never reflects on to my bill). All I have ever wanted was a same price every month to pay I expected my first bill to be around 200.00 but was being charged around 600.00. Every time I call the representatives are always shocked on how my account is so messed up. I spent just last night 03/26/2018, 2 hrs on the phone with someone and with being on hold, I paid my bill and my services as of today 03/27/2018 are still not restored.

I live in Arizona. First call was to have my serviced cancelled by 12/27/2017. I was transferred several times, put in the queue spending a total of 45 minutes on the phone. The billing agent was apologetic, she said there was no mention of my service being cancelled, and was to credit my account.. She said my account was zeroed out - there would be no more additional charges - I owe nothing - we're all caught up - there will not be another bill. She apologized for the way I had been treated and the wait. After that, I received a $400+ bill. Again, same scenario. I called was transferred several times, put in the phone queue spending an hour and 15 minutes this time. I finally got to who was supposed to be the right individual. I attempted to discuss my concerns, told him about being transferred, and that I was frustrated. That conversation didn't last long because he blew me off. He wouldn't listen. His responses were generic and rehearsed. I told him that I didn't want to have to go to the Revdex.com and that's when he said go ahead! Here we are. There should be a zero balance on the bill.

But for the customer service/phone issues I liked Century Link.

I made the mistake of giving the address of my apartment complex's management office, on the same property, when signing up for CenturyLink service. When I tried to make a simple billing address change, it turned into a nightmare that has eaten hours of my time and continues to remain unresolved after several promises to the contrary. I'm now being billed for two accounts, one of which has never been activated and for which I have a disconeect confirmation number. The incompetence of this company is nothing short of spectacular.

Century Link is the WORST company I have EVER dealt with. It is IMPOSSIBLE to reach a customer service representative for help. They admitted their representative lied about providing service in my area and scheduled an appointment anyway. I took a day off work and waited but no one showed up. I spent 2 hours trying to get an answer from anyone who could help me. A manager named Katy said she acknowledged their rep lied and told me there was nothing they could do about it. She said she would cancel my service. On March 27, my bank account was charged $49.62 for another month so obviously she didn't. I have spoken to 4 different people (3 have supposedly transferred me, but then it went to a busy signal or a manager pretending not to hear me). I finally reached an account rep and she has no notes that I cancelled service, even though I called in twice to do it. This is a horrible company, with the worst customer service I have ever encountered, and they overkill your account. Something should be done about them. I will go without internet service, even if they are the only choice in the market, rather than EVER deal with their horrible customer serve again!!!!!!!

I switched my business phone and internet to CenturyLink. While the price was slightly higher than what I was currently paying the internet speed was better, which I needed. When quoting and deciding to place the order to switch providers I was told I'll get a conformation of the contract in an email. However I was unable to get a confirmation of the order after it had been placed, even after calling back in. I was told I should have received an email after the order by customer service. Then once I received my billing it was just short of $100 higher than what I was told by the sales rep. I called into question the billing and was transferred 4 times as each transfer didn't have access to my account. The last person I spoke to did review the billing and said it is correct and I was receiving approximately $120 in discounts so my bill was about $148 per month. However that didn't include taxes, fees and surcharges which can't be calculated when CenturyLink quotes your business. I was then reminded I was in a contract and would have to pay that amount until 2019. I said it's very misleading that I'm told my bill will be $150 but it turns out it is $240 per month and I have no recourse other than pay an early termination fee. I was told I'm sorry you feel that way.

In January we moved. I called CenturyLink to set up/transfer our service at our new address about mid month. We live in a mobile home park. I had to call several times to get someone at CenturyLink that could find our address in their data base system. I knew that my address was in their coverage area because my father in law had Century Link service and we live in the same mobile home park. During this very lengthily and time consuming process I was told different things by different representatives. I was told that our address was not in their service area so I would have to pay a early contract termination fee. When someone was able to find us, I was told that when we get our internet hooked up that the speed would be really slow and it would cost more than what we were paying before. All of this was so frustrating because all along I was trying to fulfill my contract and had no issues with CenturyLink up to this point. Through talking to various representatives I was made aware that as long as I had service turned on/transfered to our new home that the early contract termination fee would be waived, and that CenturyLink has a 30 day satisfaction policy. With this information, I called back spoke to several people again to find someone who could find our address in their database and asked them to set us up for an install with the slower internet for more money, making us a "new customer" and then I was going to use their "30 satisfaction policy" and cancel then the next day to avoid paying the early termination fee and ultimately be rid of CenturyLink. I asked the representative "Why don't you just waive the early termination fee and save the company from having to come our and install internet when I am just going to cancel it" and she hung up on me. I had to call back AGAIN to get someone who could find our address to finally get the service hooked up. I didn't tell them I was going to cancel this time. The internet was installed. It was not functional so I called and canceled. I received a "sorry to see you go" email and it asked about their service and "why was I leaving". I told the truth and gave them a synopsis of what happened as I have stated in this. A few days later I got a call from someone at CenturyLink apologizing for the way I was treated, they (easily) looked up my address, confirmed that I was in their service area but that yes the internet would be very slow. He said I can't offer you any better internet for your location but if you ever live in a CenturyLink service area that they would be happy to have me back as a customer. I was genuinely pleased with the effort from the gentleman I spoke to. February comes and I get a bill from CenturyLink. This was odd to me because when I called the first time to cancel I had just paid a bill and the woman said I would be getting a refund since they bill for the next month and I didn't have service for the whole month. I had to call CenturyLink AGAIN to see what was going on. I was given some story "oh the cancellation didn't go through, blah blah. I'll take care of it". March I get another bill. I have to call again, I explain that I have already canceled this but I am still getting billed. The woman was very nice looked into it as said "Oh yes I see you canceled back in January. I'll take care of this for you". April I get another bill!!!!!! I have spoke to dozens of "customer service reps" and a "manager" but no one is fixing the problem. I have spent hours of my time and life that I will never get back. Right now I am taking more time from my life to write this. I just want to be done. I don't want to be billed or charged anymore from CenturyLink.

I ordered Century Link Phone and Internet services at my home address last month. I specifically instructed them to include in house wiring insurance for my account. They took several days to get my service up and running, but the internet never worked right. Tech said after several attempts to isolate problem that it may be in my wiring at the house. He also said he thinks that the tech that installed it may have pulled the line out of the house too hard and may have nicked the wiring to cause an intermittent short. Dave (The tcch) felt they would need to come out to rewire the house. I was told that since I did not have in house insurance it would cost me $300. I told them I had ordered it but somehow it did not get added. The field tech was willing to do the job since he believed the original installer might have nicked the wiring. The field Tech Dave's supervisor called me this morning and siad they would not fix issue unless I agreed to pay $300 even though I had asked for the in house insurance at the time of order.

Im constantly getting double bills and inflated bills when my bill is suppose to be 45.00 for life they lost a payment of mine and I had to double pay a bill. I caught up with mi bill and then they sent a bill to my old address and my new address after me living and paying my bill at the new address fir three months now I just paid my bill fir last month and this month march they are saying I iwed 99.00 they wont tell me why they switch me from oerson to person 7 times in one phone call and I had to keep starting over with the information so I cant take it any more so im naking a complaint for false advertising also

I renewed my promotional discounts as of 1/12/18 and the agent told me my new bill would be $110.39 for the next 12 months f I agreed to extend my contract for 12 months as well. my bill came incorrectly for the following 3 months, each time I had to call to have it adjusted as it did not come as agreed. I just spoke with a manager Jody employee number ***. she would not give me a contact for her supervisor I was told nobody above her I would have to email corporate. she told me if I cancelled I would be charged cancellation fee even though I had made the agreement for the 12 months based on discounts provided. she told me the agents I previously spoke to made a mistake and I was not eligible to receive so many discounts and regardless of whether your employees made a mistake I would be charged the fee if I cancelled. this is not what I agreed to. I told her I would be contacting the Revdex.com and she told me to go ahead and that centurylink was within there rights to charge me more. you cannot hold your customers to a contract when your employee misinform your customers to get them to agree to another 12 months!!!

Before filing a complaint the Revdex.com page states that before filing one to contact CL at 800 244-1111 and ask for a Supervisor. I did that today. Was placed on hold - the lady kept coming back on the line stating that she was trying to contact a supervisor. After 25 minutes Supervisor Robin came on the line. She could be of no assistance as the technical department does not communicate with 'them' and that 'they' are not made aware of technical issues. A waste of another 30 minutes. CL via contract is to provide us with 10 GB and wireless service. Videos do not download, stop, skip. The system in this area is constantly overloaded and exhausted. Century Link is not providing the service that we customers are paying for.

I have been a customer of CenturyLink for many years. When I had moved from my previous address in July/august 2017 I called to transfer service and was given a promotional deal of $34 per month. I was given the offer for a month then every month after that I am charged around $90 a month. I called customer service numerous times to get it fixed. They have credited me but never resolved the issue. Now this past bill is for 3 months should've over $100, but is $260. Everytime I call I get transferred around,I'm on the phone for over an hour and even ended up being transferred to direct TV. This past February I called them 3 times and tried to cancel my service, I end up being transferred around and eventually disconnected. I call and ask to speak to a supervisor to be told that I am speaking to one, or none is available. I've tried contacting them through chat to end up being transferred and disconnected again. I have even emailed them. I am being charged way more than the price that was offered to me and the call records from august should indicate that. The last call should indicate that I wished to terminate services which was never done and I am still being charged.

Bad business practices. Offered a lower price and then refused to honor it. Also force me into a 2 year contract that I was originally told I wouldn't be on. It has currently been 9 weeks and they still have not buried the service cable in my yard.

After several tests. It was find out that I was not getting the internet service that I paid for and it was not what Centurylink was advertising for consumers.
Centurylink was throtling and intentionaly slowing the speed and bandwidth that I’m paying for. And now almost a week that I don’t have internet service and CL doing it on purpose cause I complained to the FCC. I lost a lot during the last couple of months cause of this issue therefore I’m requesting all my money back.