Lumen Technologies

There is very poor quality of service through your wiring system for our community of 4400 homes. The system is constantly going out. I have been through 5 modems (from your company) since June 2014. Now the phone system is down and internet throughout Lake Monticello and no one believes you. I am a very unhappy customer who has been with you for over 20 years. I have never been so dissatisfied with a company since I tried *** in the DC area 10 years ago.

CenturyLink has been sending junk mail to "Current Business Owner" for many years despite my repeated requests to stop these mailings. I have return mail requesting removal from list. I have called customer service where I was told they could not remove me from their list. I have tried the chat option and also was told they could not remove me from the mailings. I'm infuriated and getting tired of having to process this company's trash and see senseless waste of resources continue. There is no business owner at this address. I have signed up for anti-junk mail lists.

I placed a online payment with Centurylink (CL) on March 2nd. I received confirmation on March 5th that the payment will be taken out of my account in 3 days. On March 22nd my T.V associated with the account was disconnected. That was all, not the internet, or landline phone. Called CL on the 22nd at 3:00 Pm upset, I was transferred 3 times once to the wrong superior, who then dead lined me and I called back to go through the process once again. I was told that I did not make the payment, I provided them with the conformation number and the date. Not once was I contacted Via email or paper that there was an issue. They went back and forth and finally agreed to not disconnected my services. Then they informed me that it was not CL that disconnected my T.V but direct T.v. I called Direct T.V and they said that CL gave the order to restore my services. My T.v was restored in a minute. At Six P.M when they closed for business, they disconnected my internet. Not all of my services, but just the internet. I couldn't call that night because they were close. I then get a email at 6:34 PM that same night informing me of the disconnection. I called the next morning and there were no notes of my calls from the day before. I had to go over the whole issue once again, and was told once again that I had not paid. Which I had. I made payment.
To get my service, which was just the internet restored.

Our internet service was established on January 6, 2018. We needed a new line, and it was left above ground, going across an alley, and our entire backyard. They indicated it would be buried by a 3rd party, and this would happen by January 22, 2018. It is not yet buried, and we have had many long telephone conversations and internet "chats", with no resolution. I have asked to talk to a supervisor many times, but they won't connect me to one. Calls were made on 1/26/18, 2/5/18, 2/27/28, last week and today (there have been more, but these are the dates we documented). Each time, we were told the order was "pending approval" but we could not find out who needed to approve. When my husband called last week, they indicated it would definitely be buried today. We had the buried services marked. I just called , and the representative I talked to said the job was "on hold". The reason is that other lines in the area also need to be buried. This has been a safety issue for tripping or cutting the line and to have a line still un-buried is unacceptable. Century Link's customer service is inadequate, as they will not transfer me to anyone who can give me a straight answer. We paid for the extra installation in January, but it is still not done with no resolution or acceptable explanation from them.

Century Link has horrible customer service. Their customer service representatives do not take the time to note the accounts when calling with your issue. Even though I had canceled my service with them last year in August, they kept sending me a bill for internet service. When I called to inquire about this bogus bill, the representative said that the person I had spoken to previously did not completely closed out my account and that my account was shown as active. So thinking this was resolved, I let the matter go. But only to receive another bill from them a month later. I believe I had to call them 3x before I finally got them to close my accounts properly and to not send me a bill. However, starting in Jan 2018 I received a letter stating that they are charging me for a unreturned modem. The only reason this was not returned was that the person I spoke to about canceling my account said that we did not need to return the modem and that we could get rid of it. Thank goodness we did not get rid of it as we ended up returning this modem back to them at the end of Jan and made sure to get a tracking number from the postal service. Once returned, century link was supposed to zero out my closed account. However in March 2018 they sent us another bill saying they will send us to collection if we do not pay the balance owed on the unreturned modem. So once again I called them only to find out that they did not process the modem that they received in Feb 2018 and that the letter sent was in error. I kept the tracking record and have a print out of when they received the modem. My frustration with this company is that they keep sending us a bill that we do not owe and it has taken them since August of last year to close my account correctly with a zero balance. At this time, I just want century link to get their act together and to stop sending me bogus bills.

I initially canceled century link because they had two accounts under my husband's name and paid the balance that was shown when we logged into their century link site. However they sent us a bill saying we never paid the balance they had on account. I have a print out of my bank statement showing me that century link had taken money out of my bank account. Yet they couldn't trace this payment and would not refund my money immediately. I had to have my bank refund that bogus payment and then repay century link the correct amount. This horrible customer service and incompetence prompted me to cancel my service. I will never go back to century link and do not recommend this to anyone.

I called in yesterday to get a price on Internet and to find out how fast their Internet speed would be for my house. I got the info and then found out that it's the same price that I'm paying for ***. In order to get the speed and pricing info, I had to give the Century Link customer service woman my address. I guess she somehow convinced me to give her my name and email address, too, but that was the only info I gave her. After she told me the price on the phone, I was bummed that it's the same price as I'm already paying with ***, so I told her I can't become a Century Link customer and we hung up the phone. Then guess what? I woke up this morning to an email from Century Link that I had made an order!!!!!!!!!!!!! I absolutely NEVER made an order!!!!! I had to talk to their online chat for 20 minutes before they told me that I would have to call in to cancel the order. After 20 minutes on the phone, the order was finally canceled. (And I told the person that a note needs to be sent to the manager of whoever I talked to yesterday because she made an order without my knowledge!!!! That's illegal!!! And I don't even know how that's possible since I didn't provide my SSN or any type of billing info.) The customer service person that I just talked to, then told me that hopefully I won't be charged. That made me ***. In no way, shape or form should I be charged for an illegal and erroneous order that was made by someone from Century Link. I've now lost over 40 minutes of my work day because of this and I'm really stressed out and frustrated. Believe the reviews about this place - they don't know what they're doing or they do know what they're doing and are trying to do illegal activities. I hope the Revdex.com takes this seriously.

My bill had been same rate for over 2 years and on auto pay.

All of sudden, my bills started getting crazy high starting last November. So I took it off auto pay, and tried to resolve with CenturyLink.

We supposedly negotiated a new deal for $50 per month for life (22% higher than the $39 I had paid for years).

Their billing is all messed up and not making any sense. I do not receive any bills for 2-3 months, only late notices, so I also had to take it off paperless billing (I have checked the spam folders). I have payed on time every month except for maybe one time when I was trying to figure out what the heck is going on with customer service. They are charging me late fees when I pay every month, and the amounts I am being charged have no rhyme or reason to them.

I was supposed to get $50 per month for life + $20 credit to make up for the month when they jacked me up from $39 to $80 for internet only with no notice and charge my account crazy amounts ($55,$78,$16,$110 twice).

I have spent a lot of time on several chats & on phone & on hold for a long time every time with them. Then I just got another crazy bill today, $110 this month + another $9 late fee???? Even though I just paid a crazy amount of $110 2 days ago??? INSANE!!!!!!

CenturyLink lied to me that I was getting 40MBPS from purchasing a 12 month contract with them for internet services. In that year,,,, I had hardly any internet at times,, and when I found out while I was trying to call Centurylink about uping my internet package,, that in OUR AREA on 12 MBPS were available!!!!! I was paying for 40 MBS and only recieving 12.... I called them 5 times to get a so called credit of $200 issued to me.. Told I would be recieving that amount and then totally lied to by a manager.. Shelly tht I would be recieving NO CREDIT..... I am sure I am not alone in this area.. where people are only getting 12 MBS and paying for 40!!!! And then to be lied to by 3 different people from that company.. Ryan on March 13,, Sherrie on March 9th and Linda today then the supervisor Shelly.... WRONG.. and RIP OFF.

I called to cancel my Century Link service today and was told I would have an early term fee. I knew that ahead of time but Century Link couldn't tell me how much the fee would be just a range of up to $200.00. Upon cancelling my account I was advised that they couldn't cancel my service until tomorrow. This means that Century Link will bill me for an additional day of service. I requested to cancel my account on 3/22 my account needs to be cancelled and billing stops on 3/22 not the next day. I had an issue when I first signed up with Century Link and they had to send a technician to replace my modem. I was told the technician would take the old modem with him. this did not happen and I found the old modem in a box in my entertainment center. When I advised the Century Link rep that I had been charged for the modem and wanted to return it to have the $104 I was charged for it she said that Century Link wouldn't do that.

I discontinued my CenturyLink service. I had a modem that we had "rented". Upon canceling service, I was told that a return shipping label would be sent to me. I did not receive the label so I called to ask about it. I was told not to worry about the modem and to discard it. I was told that the modem was so old that they would just throw it away anyway. I am now being harassed by the billing department to pay for a modem that I was told to discard. Of course there is no record of anyone telling me to discard the modem. I would have gladly returned the modem and in fact kept it for over 3 months before discarding it.

I asked Century Link to change my service from business to residential. They changed the name on the service only and charged same. I called and corrected the issue but they still want the difference between the 2 bills plus 2 years late fees. I spent more than an hour on the phone with them today because they had such a hard time figuring out their records. When I speak to them they say pay or we cut you off. Company policy thats it. I have spoken to them 4 times in last 2 years.

Upgraded to 40 mbps from 20 mbps internet service December 2017. However, since switching to the upgraded service my internet connection speed is a lot slower. This has resulted in significant lag time on the internet, video streaming keeps freezing, and dropping connection several times each day. I have made numerous contact with Centurylink customer service to resolve this issue and even had a service tech come to my house to make sure that the problem wasn't with the lines at my house. The service tech did not find any issues at my house that would prevent better internet connection. Each time I run a connection speed test, the max mbps is 11.8 which is about a quarter of the mbps that I should be getting. Basically, I want the service that I am paying for.

We have had centurylink for a couple of weeks now. First time the tech came out , installed the fiber line and installed the router, once he was done he came in and gave us the wifi information as left. Since then we have nothing but bandwidth issues. We order phone service along with the 1Gbps internet. We had to wait a week for the tech to come out again to hopefully fix the phone and internet. He came out in fixed the phone but not the internet. Once he was done he left. Again our internet wasn't fixed at all. We called again requesting someone to come out and fix our internet, so they sent someone out the next week, the time the tech was suppose to show up was 1pm to 5pm. We waited and we called to see if the tech was going to show up , he never did. Again our internet was not fixed. I have been online and on the phone with customer support asking for help for the last couple of weeks hoping someone would fix the issue. They sent another tech out, I pointed out to him that there was a issue with the RJ-45 plug connected to the modem outside, he fixed that when he did that we went from having 10Mbps down/up for the last couple of weeks to 150-180Mbps down and 860 upload. According to the tech he said we were getting the 1Gbps speed. I did a speed test , the download speed is still not matching with the upload if that. He also told me that there is a bandwidth exhaust in the area and that the download speeds would suffer. When I spoke with customer care online they all say we can credit your account 20 dollars. Still we are not getting what we are paying for its going on 3 to 4 weeks of not having true 1Gbps internet speeds. This needs to get resolved as soon as possible.

I voided coverage before it started because it never worked and I was tired of waiting for the company to get it working. I returned the modem, yet I keep being billed. I cancelled THREE separate times. Each time I received a bill, I called and there was never a record of a cancel. My last cancel phone call I was offered a reduced rate AND a $30 Visa card. My cancel/void/no money owing confirmation number is ***. Yet I'm still being billed. I returned the modem to the Portland Halsey office. Order inquiry: ***, so I should not be billed for it, either.

I have been getting emails for their customer michael *** ever since they started their service with them. I have tried several different ways to get them to get my email address off their systems and get their customer's on. They even received non-payment notices but how would they know if they don't get emails? I have been told several times they would correct the situation but haven't.Your Account
This is their customer -

I canceled my account with Century Link in August of 2016. I completed my 2yr contract with Century Link and per the customer service I spoke with in August of 2016, all I needed to do was to pay the monthly bill and I was done. I paid the bill as he stated. I never received a bill or any other correspondence from Century link after making my last payment. I received a call last month from a collection agency stating I owed Century Link money for breaking my contract early. I explained to them that I completed my 2 year commitment and had made my last payment. They are now stating that I didn't. If this is true why did they wait so long to contact me. I been living in the same home for over 20 years. No mail was received stating that I had broken my contract prior to the 2 years. In addition I had already completed the 2 yrs with Century Link. The reason I canceled the service was because my wife had just passed away in a car accident and I was still rehabbing from the accident away from home. I didn't need an additional bill over me with all that was happening.

I have been a customer with CL for approximately 12 months. My monthly internet rate was $34.72 up until January 2018. In February my rate when to $42.23 which was also auto debited without notification there was a rate change. My March statement was $89.77. After placing a 2nd call to CL, I as unable to remember my 'passcode', however with a few identifying bits of information I was able to discuss my account and ask more questions and found my promotional offer had expired. On the 3rd and 4th call, again I was unable to remember my 'passcode' and all CL could do was send me an email with my passcode. I have still not received my passcode via email and cannot make changes on my account including canceling my service. As of 3/20, I removed my credit card from my account and as of 3/21 my credit card was charged the full $89.77. This has turned into a game for Century Link. Without my passcode, some reps will discuss the account and some reps will not discuss the account. I have been told without the email with my passcode they cannot talk about my account or cancel my service.

Dispute of balance
Account#***

March 20th, 2018

To whom it may Concern,

I am reaching out to you today as our office had received an invoice from Century Link for $23,219.53. We are disputing this balance as our services had been disconnected August, 2017 over 7 months ago.

We disconnected our services after speaking with customer service and being advised we are under no contract nor obligation (August 8th, 2017 Approx. 11:00 AM MST Lachantae in your Phoenix office in Retention), to remain with your company. The reasons we had switched from Century Link is because we had your services for over 17 years, and upgraded to the Dedicated VOIP system November 2016 and this was not installed until December 2016 and not fully functional from 12/2016 to 8/2017.

Our company had made over 100 phone calls and service tickets opened and closed with Century link due to lack of phone reliability. Our company lost over 70% of business due to the phone system was not properly routing calls, example: calls would have a Fax tone, transferred to other numbers or dropped completely. We made all attempts necessary to allow Century Link Tier 4 technical support to fix this issue we had experienced since switching to your VOIP system. Our office had spoken to countless representatives regarding our complaint of service.

In no way do we owe Century Link for Service from December 2016 to August 2017 the amount of $23,219.53. We would like our account to be reviewed and corrected removing all late charges and cancellation fee’s as your agent in Retention notified us regarding the cancellation as previously stated.

We attempted to discuss with our Sales agent Danette J and her manager Connie L and their supervisors however no resolution had been attempted by any of these individuals only that they will escalate and no one has attempted to contact us in 7 months to resolve

I am unable to use all the features with my Direct TV because the signal strength is not powerfull enough to maintain a connection with Direct TV. A salesperson in my neighborhood advised me that CL had just recently come out with a new modem with a much more powerful signal, and that if I contacted customer service they could swap it out for me. I called once and ended up hanging up due to a language barrier and nothing being accomplished. I went to chat a couple days later, who said they couldn't assist. I called 800-238-3705, the number provided by the chat rep. who said they couldn't help and transferred me to tech support, who checked with customer care, and came back and said they could only swap out for an identical model number modem that I already had. She was unaware of any new modem and when I gave the model number CT100Z I was advised it was not "compatible" with my package and would have the same speeds. I filed a complaint with CL and their emailed response was that they could not help me but that I should call Customer Care at 800-238-3705. Painfully obvious that they didn't even read my complaint or they would have realized I already went that route to no avail. Chat, tech support, nor Customer Care can help and there are no other avenues to pursue my complaint.

I went online to setup internet services through Centurylink on 03/14/18. I prepaid 115.85 and was given the date of 3/19/18 for my services to be installed. On 03/19/18 Centurylink was a no show for the installation I contacted the company and spoke with Nichole who told me she did not see my account. I told her that I did it online and prepaid 115.85. She insisted it did not take via internet and set up new services. On 03/20/18 checking my Bank of america account showed centurylink charged my account twice for $115.85 on 03/16/18 and 03/19/18. I contacted Centurylink this morning and as I type this compliant has been through 6 associates in 1 hour and 40 minutes. I was told by one person I had three accounts, Michelle told me that I had three accounts and installation schedule for 3/21/18 for 2 installs. Michelle was able to disconnect the services that were set up on 03/19/18, however could not refund the charges to my account. She referred me to Prepaid Care and Web Assist who told me she did not see any accounts under my name, she sent me to Account Payable/Finace, and the gentleman told me he could only take payments. then it started all over again I was sent back to Justine who had no knowledge of why I was calling. Justine finally after 23 minutes of me asking to speak to a supervisor, put me on hold for 6 minutes and his supervisor took the call. he gave no name only he saw the online acccount# ***, but could do no more and he disconnected the call after stating he was going to send me to prepaid services. At this point I have had $231.70 taken out of my account and no one working with Centurylink had the authority to fix what has been done. my husband has had an account with Centurylink for over ten years and I am very sadden by how centurylink handle the errors with my account. I would not recommend centurylink to no one for internet services. Poor customer service, poor refunding of monies due to there own error, and employees who sound as if they do not care about your time or money very non chalant in demeanor over the phone. I would like to see each individual I dealt with since 03/19/18 retrained in customer services. And as far as Nichole is concern I would never give you a 10 on a survey, after your inability to do your job. I know with the type of services I received that numerous consumer like myself has had a very negative experience with Centurylink. Customer services is terrible and I do not believe the phone on hold message when it says otherwise.