Lumen Technologies

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 signed up for a one month free trial after the trial was over I canceled and sent everything I received back (I paid the postage). Then two years later I receive a collections notice from century link about the one month free trial! They never sent me a bill at all to my home address. at all cause I would have disputed it asap. Right after I sent everything back and they said I owed no money or anything just send the equipment and your fine so this is false advertising and not to send me a bill just straight to collections that is wrong!

Absolute terrible service, it took many false promises and two months of false bills and missed deadlines to set up our internet and it kinda works.

We have stayed with it though, because, in lue of false promises and initial over-billing, the ongoing bill was reduced from a promotional $70/month to $23/month. This was set up price-lock thanks to the "services where not provided as agreed" argument.

Our internet has been down for 4 days. It took 4 days and 12+ phone calls to reach a sales representative who in turn informed me that, because I did not have my account code in front of me, it completely justified Century-link to refuse answering phone calls or implementing the pick-up hang-up technique. The sales associate then insisted that if I didn't like it, I could call the Revdex.com.

Poor customer service from Centurylink customer care employees. Nonchalant and inconsiderate sending you to others who are novice in there knowledge of Centurylink. Spent 1hr 40 mins on the phone to find out how I ended up with 3 accounts between the 14th and the 20th. Each one I spoke with was ill equipped to correct the problem, however Nicole in a rush to set up a new account signed me up after I told her I had an account, but since she could not find it and ignored me when I said it was an online account, started me a new one costing me an additional $25.00 a month. On that same day my account was hit for another $115.85, after she stated I would not be charged. I have never experienced in 50 years worse customer service. I will not recommend Centurylink to any of my friends or family.

We moved to the new address; centurylink a dish double billed us for 11 months of service for same services. We brought thisbto attention starting December 2016. Supposedly resolved was not. October realized STILL getti g double billed didn't even have a working phone line into house til end of November 2017!!!! Notations throughout our file. I refused at that point to pay on the balance we supposedly had because centurylink representatives started process to appeal over $1300 credit we should have received. Have still not received one word about our complaint filed and was reassured in November that since this was in dispute no balances would go to collections. I want to know where the investigation is into fraudulent service (No working phone line til end of Nov 2017!!!!) And why I should pay an outstanding balance on service never received.

I am being billed for services I did not use, due to my internet modem was not compatible with Century Link, beginning 01/02/18 to 03/06/18 in the amount of $120.80. I was not advised I only had to use their internet modem. I resolved the issue on 03/07/18, with the visit of a technician, who provided a compatible modem. I contacted customer service about my dissatisfaction about these charges, and I was told it was not their fault, and I was offered a credit of $40. I requested to speak to a Supervisor 2 times and was denied for different reasons. The resolution was a $54.00 credit, which included a $9.00 late fee. I spent 2 hours today on the phone, only to be denied a review. I have contacted this company several times, in which they only show record of two customer service calls, and one with technical support, who do not share same contact information. I feel as a consumer, with good credit standing, this is detrimental to me, and is not an acceptable offer. Additional information is available upon request.

My regular bill is 38.94 and got a bill for 57.75. I called them and they said that my auto pay was cancelled and restarted in billing cycle. I advised them that the card number did change because of a stolen card. I advised them that I did update it, and they verified that there was no past due amount on my account and they did get payment. No body seemed to be able to help me, and I did ask for a supervisor and they didn't help either. The last person I talked to said that this bill was valid because of the auto pay being stopped, but I do not think it is valid. I called and updated auto pay and you guys did not enroll me in auto pay when I updated the information. I had to call 5 times today, and several people couldn't even tell me what the problem was... If they don't know than they should find someone that does know, or fix the issue.

Centurylink has been overcharging for slow and poor quality internet service. Unfortunately there is a severe lack of choices for Internet Service Providers in the Cheyenne area.

I have been getting much less speed for internet service than was advertised and was given on sales calls. For the month of March 2018, I have also paid my bill on time ($55.00 on March 1st) and was charged an additional $78 and change even though my bill was paid on time. Centurylink has also throttled down internet service during the evening, making already slow internet speed even slower.

I have had enough of Centurylink and their business practices and poor quality of service. I first decided to call/contact Centurlylink via their website on March 18, 2018 and tell them to discontinue service and I was subjected to a lot of 'game playing'. I would go onto the website and get told by customer service (via chat) that if I wanted to discontinue service, I would have to call the office (1-800.244-1111). I would then call the office and get told by customer service personnel that if I wanted to cancel service I would have to use the website!

After more attempts (via phone call) and multiple holds on the phone and being bounced from department to department, I was subjected to unwanted sales pitches instead of having my demand to cancel service processed. The 'customer service' lady I spoke with on one of the calls asked me why I wished to cancel service and I told her that Centurylink is overcharging for minimal service internet and has also been throttling service. This 'customer service' person then asked for a description of what 'overcharging' means. Taken somewhat aback, I asked "do you mean you want a dictionary description of what overcharging means?" She then said that she did. I told this woman that the company was charging for too high of a price for the service being offered and that I no longer wanted to do business with Centurylink. She then did some sales pushing instead of processing my request to cancel service! I had to tell her three times that I did not want to do business with them any more and that I just wanted to end service with them and she instead continued trying to sell me more products and services from Centurylink.

I tried to speak to a Supervisor who then claimed she couldn't hear me on the phone (I have never received a call quality complaint before on my phone, so I strongly doubt, in the face of all the other hoops Centurylink has been forcing me to jump through that this Supervisor was being honest).

I then made another phone call to Centurylink on March 19th 2018 and yet again, was bounced from department to department and was then at the end of this chain of calls told that "we can't cancel your service today. you have to call back next week"!

It is clear that Centurylink, having over 1100 negative complaints against it within the Revdex.com system, is continuing to play games with customers that no longer wish to do business with them.

It is my desire to cancel internet service with Centurylink so that I can do business with another Internet provider. I want my service canceled on March 31st, since I have already paid for this month. Centurylink wants to charge me nearly $80 per month now for the same slow, dissatisfactory internet service that has been actually declining in quality without giving me prior notice of an increase in my bill rate and I especially wish to quit doing business with them in light of their game playing with me with their 'customer service'.

I also do not want to have my credit report affected by Centurylink and it's dishonest business practices. To put someone through a ridiculous train of phone calls like this and then claim to be unable to process a service cancellation is completely dishonest.

On behalf of my handicapped brother, I am designated to speak on his behalf for his CenturyLink account. My Name is ***. My brother has applied and accepted for the Lifeline Assistance program which allows home landline service at a discounted price of $17.30 per month. Each year we must re-apply for this assistance plan which takes affect in December. This pat December his CenturyLink bill arrives and it was for $64.12. I immediately called to discuss this and they claimed that they did not receive the application so we reapplied a TOTAL of 6 times before it was accepted and I was told to just keep paying the $17.30 until it's corrected, however they now want $96.27 due 3/28/2018. I have spent NUMEROUS hours on the phone with them and not to mention 58 minutes today to end up DISCONNCECTED. I was told to seek help form the Human welfare Department??? This is ludicrous. PLEASE help me to have my bill corrected as now late fees are being charged and they cannot help.

For years we have been paying for a telephone plan for our two landlines, one of which doubles as our DSL line. Among the calling features outlined every month in our plan is "Selective call rejection/blocking." For more than a year we have complained that it doesn't work. We were initially given a monthly credit of $5, about to expire, and a couple of months ago, they finally repaired for the third time the feature. Because of ongoing issues and for customer satisfaction, they added the feature free of charge to our second line. The first line "lost" the feature more than 3 weeks ago and the second line lost it a few days ago. I have been waiting and asking for repair for nearly the month since the first line went out. Even with a $5 credit for a year and the "free" feature added to the second line, this does not compensate for the multitude of robocalls/telemarketing calls that continually come in on both lines and disrupt my life. I am a cancer patient and the stress is just outrageous. I was even threatened by one telemarketer earlier this month, which I reported to CenturyLink and to the State Police. I feel strongly that 1) if a calling feature is advertised as part of our plan, it should work and work 24/7, not intermittently, and 2) if telephone scammers can develop technology to harass people, CenturyLink (and other phone companies) should be able to develop technology to combat it. They are not spending "my" money that we pay them monthly to effectively, if at all, combat these crooks. I want my call rejection/blocking service to work on both lines consistently and I want it now, not five years from now. That's all I ask. We receive approximately 6 calls EVERY DAY including weekends from robocalls. I want this permanently resolved both technologically and financially.

Centurylink is a corrupt company. They are charging me for 7MB internet that I do not even have and use. They are also charging me for 40MB internet. The James guy that responds to complaints on facebook just gives the phone number I have already called and spent over 8 hours speaking with different managers and customer service representatives. They were all rude and have done nothing to fix this. Don't give this company your business

deceased on Dec 31.2017. The phone line was transferred to *** for my dad. Service was moved Jan 5th but took longer to be actually connected. I ( ***'s daughter) spoke with Century Link twice to correct their errors. We were double billed for Jan and Feb. In Feb. I spoke with Vicky who discounted only the Feb. for which I sent a check for $22.64. I was assured the account for *** was closed on the date I called 2/15/1. My dad also received a bill for the same number at his *** address. My mother has never lived at this address she is deceased.
We received a new bill for March for $41.07. We do not owe this and the account was to be closed. The service from CenturyLink is extremely time consuming, difficult and brings no resolution.

Last week, March the 5th through the 9th I had multiple conversations, as many as 5, with representatives from Century Link telling me that the service I had requested to be turned on through their organization, internet service, at my new location had be postponed, and postponed again and again. The last conversation I had with one of their representatives was to tell me that I needed to wait until next month for one of their technicians to come and install internet at my new house. At that time I told them I would like to cancel my request for their service and would seek another internet provider, which they replied by offering me multiple deals to keep their service, I declined. After an hour of being on the phone with the representative she finally said that my request had been processed, but that I would be charged $197.00 to cancel, which I said was ridiculous as they had not met their end of the bargain by showing up for an appointment that had been scheduled for over a month. She said it was part of the contract, which I do not remember receiving in my e-mail, signing, or agreeing to.

I had an account with century link for a couple years for internet service. I was changing residences and called century link to have my service transferred over on a certain date. I was assured by the customer service representative that my service would not be transferred until the date specified, as I wanted to ensure that my internet was not turned off before my move, as I own and operate my business from home. Centurylink cancelled my service about a week too early. I called and was told my service would be reinstated by end of day, however this did not happen. Despite my many phone calls they were unable to restore my service to my original residence, therefore I had no way of working from home. On the day my service was to be installed at my new residence the technician did not show up. I called Centurylink and was told the technician documented he was at my home and no one answered the door. This was not accurate, as I was home all day. Centurylink was unable to get me a date for reinstallation for another 2 weeks, therefore I insisted my account be cancelled, as I would be unable to operate my business without internet. I called the number they gave me to cancel the service officially and cancelled my account. I received my last bill, paid it promptly and returned my modem via mail. I then called to follow up and ensure my last bill payment was received and that my account was officially cancelled. I was assured by the Centurylink employee that my account was indeed cancelled, there was no unpaid balance and the modem had been received. I received 2 bills by mail after this. I called about this and was told to disregard the bills, as my account was closed and had no balance. I received yet another bill and called today. I was told that a new account was opened in my name (my name is mis-spelled on the account and shows my old address) and that I had a balance of $211.50. I had never authorized a new account. I was on the phone for over an hour, transferred from department to department. No one was able to fix the problem. I was told they could not just delete a bill. There were no notes in my account of any of my previous phone calls, complaints, or cancellation of service. This is a fraudulent account, as I never authorized another account in my name and had taken the proper steps to cancel the only account I ever had through Centurylink. Centurylink has been unable to fix this problem. Centurylink should have record that I have not received any services from them since I lived at my old residence. I have attempted to take care of this myself, however Centurylink will not work with me.

Hello
I am filing a complaint re: Centurylink...my name is ***...I was a former customer of Centurylink for 26 yrs.. the acct was through my husband ***'s name...centurylink acct# ***..phone # ***.
Due to the high cost of service with centurylink and a combined service of tv with direct tv I could no longer afford the payment...I disconnected services as of 8/3/17 with centurylink which was bundled with direct tv...I called centurylink at that time and d/c my services. After my bill was paid I called centurylink to verify all bills were paid n full...I did this both in september 2017 and again Oct 2017...I was assured by both automated as well as several representatives that it was indeed paid in full.
Then in January 2018 my husband receives a letter from collection agency stating he neglected to pay centurylink $107.52 bill. I never received anything from centurylink re: this unpaid bill...no bill was sent after the full payment for August 2017.
I then called centurylink asking what happened...I spoke with 3 prior representatives all saying my bill was not delinquent and the bill was paid in full. I repeatedly asked all then why was this acct was sent to collection? They had no answer that is why I spoke to so many reps...then I spoke with an Oscar. Initially he said that I did not send back the centurylink/ direct tv equipment...I told him I did...I returned it n the box they sent me...all including wifi box...remotes etc were returned...he then put me on hold returned a little while later n said he found that I did return all equipment. I continued to ? the collection agency bill he put me on hold again and came back on a couple mins later saying that they over paid direct tv and that the over payment was my responsibility. But that it was their error...that they were not sure that is what the amount was for. That it was an oversight on their part and that it would b investigated and taken care of...to not worry about the collection bill...to call back to centurylink in a couple weeks and to verify it was done....I then waited until 2/7/18 and called centurylink again...explained why I was calling...this time I spoke with a representative whose name was Erica...she said she is not sure why Oscar told me to call...that an investigation takes at least a month to complete to call back after 2/22/18...I called on 2/28/18 and spoke to a representative whose name was Paul...I explained why I was calling...he told me that I needed to contact the collection agency that he could not help me...that there was no record that I had called since 8/3/17 when I discontinued services...I tried to explain to him that I did call several times both after my services were d/c'd and then after receiving the letter back in January of this year. He then said that there was no record of prior phone calls up until the call I was making now...he became very rude...said basically I did not call that if I did it would be in the computer...I said that was not true...he told me it was against federal law that anything would be erased if I did call and there was no record of it. That I must have called Direct tv...which I knew was false...He spoke over me..would not listen to anything I had to say...told me to contact the collection agency...he kept on talking above me...would not let me speak...I then hung up on him. It was a very emotionally upsetting experience. I spoke to my husband about the call. He asked if I got his employee number which I did not.
I then after a week of calming down I called centurylink again...spoke with a Sarah I'D # ***....explained to her briefly the reason for my call...she said on the computer screen she could see where I called on 8/3/17...on 1/22/18...on 2/7/18...on 2/28/18 and then to her...she again said that the $107.52 was an overpaid amount to direct tv. ..that I could pay it with them at that time or pay through collection agency. She saw all the phone calls I made this year...but Paul said I made none from 8/3/17 to the time I spoke with him on 2/28/18...but Sara said there was no record of any calls after 8/3/17 til 1/22/18. Confirming my bill was paid in full and we were not delinquent in paying. We have never had a bill sent to collection...my credit score is wonderful as well as my husbands...someone screwed up at centurylink and is trying to have us pay a bill that they have no idea what it is...nor do I feel we owe.
After I made my last call to centurylink and spoke with Sarah...I called direct tv to see if they had any record of Centurylink over paying them or any calls re: our acct....they had nothing and said the last payment made to them from centurylink was 7/31/17 and that centurylink did not pay them anything after that...that everything was paid n full and that my acct was closed...that no overpayment was made to them by centurylink. ....I explained to Direct TV what the issue was with centurylink...they agreed that I needed to contact you all and file a complaint...that someone is trying to collect a payment that does not exist.
Thank you for your time...any questions you may reach me at *** or cell

Multiple times every day I have calls from numbers registered to this company. I must have blocked a half dozen already. The numbers call and leave blank messages.

We have filed between 150-200 Service tickets with CenturyLink in the last 2+ years. Our VOIP phone service has never worked right. We have called all over trying to just get back to land lines and no one returns our calls. We have no idea how many sales we have lost; we sell construction equipment, from we get calls from customers complaining that they can not get through to us. These are only the customers that try very hard to get our cell phone or by luck of the draw get the land line to work. We have probably lost hundreds of thousands to millions is sales, but we have no way to know how many calls are being missed. All while paying for a service.

My husband and I have been without internet for over a week now. The first two days were due to a city-wide outage, and when our internet still did not work we were walked through some procedures on the phone which still did not work, and then were given a window of March 13-15 a tech will be out sometime. We were asked for a more solid day and time window so someone could be home. We were told; "we are sorry but we do not give certain time frames."
I currently work a 24/7 on-call job were I need reliable internet 24/7. Due to this being a rural area my cell phone does not work at home unless the internet is working. We explained we cannot continue to go one more day without service. According to CenturyLink they sent a tech out on March 15. There was no communication left at our house to show a tech was on-site. We received no phone calls letting us know he was en route, and we received no phone call asking for entry into the house. We called again for expedited service as normal customer service procedures were not being followed. We are now told a tech will be out sometime on Monday, March 19th before 5 PM. The amount of time this has caused us to take away from work and the huge inconvenience is seeming to be because we are a rural customer. There seems to be a monopoly where CenturyLink can treat the customers however they want because they know we have no other option for internet out here. This is a highly unethical practice and will be noted on all review boards. We have spoken with several supervisors who have all stated to my husband "I am sorry sir, but there is nothing we can do"

My telephone line keeps going dead. I've requested and received service repair at least 5 times, to no avail. The line was inoperative yet again today.

Thank you. I made a payment that for some reason did not go through, but I was not informed. My service was shut off and I first tried, 3 times online to pay my bill, but each time the system timed out. When I tried online chat they insisted on full payment and to charge me a "convenience fee". This is unacceptable. They told me I had to call in, which I did not wish to do. And when I said that was unacceptable, they disconnected me. So I had to call. Consider, I had already sought to resolve the issue FOUR TIMES before I even picked up the phone to make my first of FOUR phone calls, the situation is still not resolved, your rude customer service respresentatives keep snidely and *** adding fees that are illegal. I want each and every fee waived. A big, fat apology. And now, because I'm so furious, a credit on my bill. I have spent over two hours today trying to resolve this. You are literally the worst and most enraging company ever. Continuous refusing to put me through to supervisors, having to repeat myself and rude, patronizing treatment. You should be ashamed and embarrassed