Lumen Technologies

I signed up with CL about 4 years ago for $19.99 a month for internet only.. Every bill I received was $59.99.. I made many phone calls to them trying to get this corrected, and it never was. They ended up suspending my service for late payment and not full payment, I had it disconnected and they sent a balance due to the credit bureau. There was no disputing and I finally paid if off to get it off my credit. TTrying to explain that they were charging me 40 dollars more a month then the agreement. In November of 2016, I again contacted them for a price (lower) and they signed me up again for $39.99 for a year. This past November I called and said my 12 months is up and if there is going to be an increase in my service, I do not want to continue. Shortly after that phone call my service was suspended. I didn't know why So I got another internet provider. It is now February and I have received a bill saying they were going to disconnect me if I didn't pay 216.78 billing me 88.00 a month since November. I called them and said I am already disconnected. They said no just suspended. I told them I didn't know the difference, all I knew was I told them if there was an increase I didn't want to continue with them. . I called them and talked to many people being transferred to many departments with no resolve. Once again they have charged me way too much and I don't even have service with them. I told them about the phone call in November. They had no record that I wanted to disconnect. So this will go back on my credit history again. I am not paying them 88 dollars a month, I have no service with them and haven't had since November.

internet does not work.

CL sent out a guy for installation of wifi. In the process of checkimg the dialtone at the company box at a separate address, the guy turned off our fialtone on the landline qhich belongs to comcast. I am not annoyed. This js a matter of life and death. I fear that this serviceman did this with intent.
The home oqner is *** who is 86 years of age.
Geo has been witboit phone service since Thursday Feb. 8th at 5:45 p.m.
This is the only device Mr. has at his disposal. He lives alone.
I would not make allegations of intentional abuse of an elder against the install guy except I had the exact same issue with this CL guy 18 mos ago at *** on the acct of Mr. ***. In tbat instance this guy shut down his DSL line for 10 days.
Please revisit the transformer box and turn on Mr. dial tone.
Please prioritize the repair.
I have contacted CL on 3 separate occasions.

I have told Centurylink 3 times to correct my billing address. This has not happened. The Post Office cannot find my address unless the Unit # is on the bill.

I paid my bill with centurylink and the payment was returned. I called Centurylink as soon as I realized to see if they were going to resend the payment through the bank and the representative said no and that I should send another seperate payment. So I did. Centurylink sent the original payment through again and it went through but then they sent the second payment as well which was returned because I didn't think the original was going to go through again. Then the second payment was going to go through a second time so I put a stop payment on it. When the second payment went through the bank I incurred a fee for the stop payment with the bank $16.05 plus a return check charge of $30. When I called them about it I admitted to my error on the original but told them that their representative told me to send another payment in when I shouldn't have. I was given false information by their representative. I was told that they would reimburse me for one check charge if I sent a bank statement in. I didn't because the bank doesn't printout a daily report to prove that. Centurylink then shut off my internet because I put a stop payment on the second payment and are charging me for a stop payment also $25. I would not have had to put a stop payment on the account if the agent had not told me wrong information. This has happened before with their agents not listening and giving wrong information and then they fight you for months before reluctantly giving you part of what you asked for. I have been with Centurylink for years and have stayed with them but no longer. Lyn in financial is rude. They take no responsibility for their agents actions. It is not worth it for the slow internet they provide. I was at fault for the initial payment and I called immediately to rectify the situation only to be put in a worse one. Centurylink does not care about their loyal customers and I will be taking my business elsewhere.

Over Exaustion of DSL Internet and promise of service when no such service is available. Overselling DSL internet and not proactively upgrading their switch location in my region

About a month ago we had 3 representatives from CenturyLink come to our door (no soliciting sign ignored). They were canvassing our neighborhood to tell us all about how we can upgrade to fiber optics for our internet now. One of the employees offered a price but only for fiber optics and tv together. He told me he didn't know how much it would cost just for the fiber optics and that I'd need to call the company. I just called them and was told our neighborhood does not have fiber optics available yet. At all. This is false advertising. What was he going to do? Increase our bill for the tv and "fiber optics" and hope we never found out we had no fiber optics?! This company is seriously violating so many things and should be investigated intensely.

In november 2017, I bought a new construction home in which at closing they said centurylink would be my internet provider. I contacted them during that time and they did a credit check to give me services. They came out and said my home wasnt serviceable. I then cancelled my order. Well February 6, 2018 they called my home and said they could. Service my home. I called back and was credit check again and they said they would do the install on February 9, 2018 between 8am and 5pm. We went 2 months without internet. My wife is in breach of losing her job because they never called or followed their practices. They arent able to give me service on the date requested. They also said I was only supposed to be credit check once. My credit has 2 inquiries from centurylink and no service from them after 2 whole months. I have made calls to them when they promised to contact me back from their tech and supervisor. They never did. Then they said my order was on hold because they needed a lease when they knew I was a homeowner. Apparently they told me they never noted my account. However, I had 2 accounts when there should only be 1. I need internet service.

Century Link has billed me for Directory Assistance calls that I did not make in 4 separate billing cycles. They also charged me for two "Call Traces" that I did not make during 1 billing cycle. The charges I am filing this complaint about include:

1) Mar 2016 Statement: 9 Directory Assistance @ $1.68 = $15.12
2) Apr 2016 Statement: 13 Directory Assistance @ $1.68 = $21.84
3) Jan 2018 Statement: 10 Directory Assistance @ $3.36 = $33.60
4) Feb 2018 Statement: 14 Directory Assistance @ $3.36 = $47.04

1) Feb 2018 Statement: 2 x Call Trace @ $1.00 = $2.00

Total erroneous charges amount to: $119.60

I have made several calls and have chatted online with Century Link representatives, but have only managed to get passed back and forth between their departments with no resolution. They continue to insist that I made these calls, even as I have pointed out that 1) I did not make these calls, and 2) I am not the only customer to have experienced issues with "phantom charges" from Century Link, as has been documented in the press.

I feel that I have very little recourse on this, even as a 10-year customer, other than to file a complaint with your office.

Thank you in advance for looking into this matter. I appreciate your time.

Century Link changed my ISP from Olypen.com to Century Link ISP without my being notified or my consent. ~ I called Century Link on January 17, 2018 to ask for a lower rate on my Long Distance charges. Order #*** The service rep said that he could reduce my total cost by changing to "faster internet speed" and get this new reduced bill for "life". Nothing was discussed about changing ISP's. He said that someone will be out on Friday. I called 1/18/18 and 1/19/18 a.m.to ask if I needed to be home on Friday for the phone person. Both service reps said "NO" that I didn't need to be home.The next day, Thursday, 1/18/18 internet service was cut off about noon. I called my ISP, Olypen, and took to them my modem. Olypen said that the modem was working properly and to call Century Line. I called Century Link and was told to call Olypen. Friday, 1/19/18 after I came home a note on my door by Fred #586, said, "was here to change your ISP & DSL speed. Call to reset a time". I called Olypen on Friday a couple of times before I got an answer that I was changed to Century Link ISP. I said I didn't authorize or discuss changing ISP's. I was told that department does not work on weekends, call back Monday. I called on Monday, and was told they couldn't get a man out before Friday, even though it was Century Link goof up. I called 1/23/18 and after many minutes and on hold for 11 minutes, Rose answered. I asked for 'care dept" to see if I could get a man out before Friday. She put me on hold for 25 minutes and then I was disconnected. I called back () and after many menus and on hold 8 minutes got Mark who transferred me to Kayla after a 20 minute on hold she said the earliest someone could come out was on Friday. On Friday, 1/26/18 was instructed to take modem to Olypen again. Olypen said was working fine. Two Century Link people came to the house "to put in DSL". I said NO. They came in and tried to get internet service to my computer. without success. Then they went to the Century Link building in Sequim. I have internet service now after at least a dozen phone calls to Century Link and hours going through phone menus without reaching a person to talk to and hours on hold. Why is a very large company like Century Link not working on weekends unless it is to sell something? Why was I not notified of the ISP change? Why is it so difficult to be able to speak to a representative? My small ISP company is open on weekends and I always talk to a person when I call.

Canceled my service with Centurylink last March. Was told at the time that I was due a refund and to contact them if I needed a duplicate mailing label to return the modem to them. In my move I misplaced the sealed box with the modem inside and forgot to send it back to them. Some months later I received a telephone call from them and was told I had an outstanding balance of $107.61 due to the unreturned modem but that this would be removed if I returned it. I sent it back and they have confirmed to me that they received it on August 30 but the $107.61 was never credited to my account. As far as I am aware they did not attempt to call me regarding this debt and I am certain that they never contacted me by mail with either a billing statement or with any sort of final account statement. They also never sent me the $75.86 that I was told would be refunded to me at the time of my cancellation in March, nor was this credited towards the $107.61 modem charge. After several months they seem to have sent this $107.61 debt to a collections agency for recovery, I have a separate complaint regarding their conduct also pending. When I discovered yesterday that this debt was still outstanding I contacted CenturyLink to resolve it right away and they agreed to credit the account the $107.61. I also asked CenturyLink to contact the credit reporting agency with a correction, as, in my opinion, the fact that they agreed that I was not responsible for paying the charge meant it was inappropriate to count it as a derogatory mark on my credit report, and CenturyLink refused to do this. The representative continued to insist that there isn't a "magic button" they can press to make it all go away. However, as a creditor they have a responsibility to consumers to accurately represent debts to credit bureaus, and as this debt was sent to collections based on what was essentially an error and failure to communicate on the part of CenturyLink, it should not result in a 70 point drop in my credit for a debt that the creditor agreed I was not responsible to pay.

I was a customer for 2 years and paid all my bills on time. When I moved I out of town I switched internet companies to someone local. I called and spoke to centurylink and they stated thy cancelled my service. When the next month rolled around the proceeded to draft my bank account for the amount of my bill which was on Jan 2, 2018. When I called and spoke to billing I was hung up on multiple times and could not reach a supervisor. After being on the phone for over 2 hours and having had called multiple time the issue seemed resolved. I was told I would receive a check at my current address for the amount drafted ($73.58). When I did not receive my check I called again to find out why not. I was told it would take additional time and it was not going to be mailed out until Feb 1, 2018 and I should receive it shortly after. They were not authorized to draft my account and seem to be running me in circles. After multiple phone calls I would simply like a refund of the amount owed.

I first signed up for service almost 4 years ago. I continued service with the same service level with varying discounts until Feb of 2017 at which time I upgraded the speed for my internet service. Without my knowledge or consent at that time, I was then locked into a new 2 year contract. I ave recently started my employment at *** in which I receive their *** services free of charge. I called the company today to cancel and for the first time, I was notified that I was under contract and even though they ceased with contracts, they were going to charge me a $200 early cancellation fee for breaking the agreement I never made or accepted. I spoke to a supervisor who also would not wave the fee they are planning on charging me. I notified them if they proceed with this action, I would be seeking legal action to which they did not have any comment about.

We have been without internet since 11AM on 02/05/2018. We cannot get an answer form Century Link on when the service will be restored. We have been told 4 hours, 12 hours, 6pm on 02/06/2018, 2am on 02/07/2018, and 3am on 02/07/2018 but still do not have internet. The provider cannot provide me with any updates, ETA or anything regarding the outage. I don't know if it is a system outage or if it a problem only at my home.

Contract and billing issues with Century Link. Was given a discounted, locked-in rate for agreeing to accept two years' worth of service. Was never charged the agreed upon rate for those two years. Monthly rate would increase without notice.

Didn't follow through on original promotion as promised. Raised our bill significantly. The original agreed upon billing amount was
$120.00. As of February, the new bill is almost $250.00 for one month!
Getting ahold of a representative, is an arduous process. They say they'll transfer you and then no one picks up.
On an unethical note, an employee once actually lectured us on paying the bill on time. when explaining our circumstances of taking care of our Dad with alzheimers, the representative was rude.
This company is a runaway freight train.

I’ve been receiving internet service from Century Link for over two years now. I’ve made several calls in an attempt to rectify the issue but I felt defeated very time and today I gave in. Since I started internet service with the company, my monthly bill increased, then when I called it decreased until recently. When I received my monthly bill in December 2017, the bill was $55.xx but when I received my bill for January 2018, the bill was $65.49. When I called the copy, I was told that I had a promotional discount that ended and that was why the bill increased. I didn’t like that but I said ok and paid the full amount. This month, February 2018, I received my internet bill and the new amount is now $75.65, Another increased called the company and request that my call be recorded. I questioned my new invoice and again, I was told that it was due to another promotional discount that eneded. This has been an ongoing cycle that I’m fed up with. I feel as though I been take advantage of and as I dove further, I felt I had to commit to the new internet plan being offered in the amount of $45.00 per month as long as I remain a customer. I’m frustrated with the service as it is slow and buffers a lot.
I was told that this service is being offered now but the company will be rolling out a
Fiber optic option I the future. I scared and fear that my bill cost will increase again forcing me outside of my budget as I mainly need the service for online schooling among other things.

After closing an account for internet services I have received a bill calming an amount of 106.74 for a unreturned modem charge.
At the time of closing the account there was no mention of returning the modem that had been provided for over 9 years, a modem that I had been paying $9.99 per month on a lease program. As there was no mention of returning the modem, and not knowing that It was to be returned I have thrown the modem away. I did not keep the modem as there was no reason for having the modem.
Approximately 4 months after the closure of the account I received a bill for this modem. I can not return the modem because I do not have the modem anymore. If I had known that it was to be returned I would have returned it. As a side note with relative information to this issue I have had previous accounts with this company when it was known be a different name, "Quest". Upon canceling internet service with that company there was no requirement to return any modem or leased/purchased equipment.
CenturyLink also claims to have sent on two separate occasions return shipping labels for the modem which we have never revived. I understand that CenturyLink calming to have sent them and myself claiming to have not revived them is a, "He said She said," impasse. However I can't do anything other than report that I haven't received them, when that is the case.
I called CenturyLink to explain the situation and try and resolve this issue. I was on the phone for over one hour with out receiving any effective help. Only one of the many representatives would even acknowledge that I may have not be told upon discontinuing my serves that I was to return the modem. I even asked if they would pull up the recording of the conversation to conform either the lack of information, or to verify that it was communicated. They said they could not.
I explained that if it was the value of the modem they were trying to collect on, that the $9.99 per month more than ten times covers the requested amount of $106.74 they are asking for. I also said I would be willing to pay the current value of the modem (*** Modem), which is approximately $50.00 high and $12.00 low on the internet. They would not except either of those proposals.
The practice of overcharging for an product of lower value, as well as demanding payment for a action that was not specified is unethical and unmoral. CenturyLink is not losing any profit or capital by not charging for a product that they have collected on ten times over already. This bill or charge is purely an act of greed to increase the capital wealth of the company.
By not offering to settle or come to an arrangement with a customer that has a claim of unfairness is a poor and unhuman business practice.

I moved to Arizona in January 2016. I signed up for Centurylink internet and phone service for a year contract. When my year was up in January 2017, I called in and signed up for another year contract, even though I had many customer service and billing issues. I went to cancel my service in January 2018 and I was told that I still have a year left on my contract. I did not agree to a 2 year contract at any point during any phone call with Centurylink. While on the phone with the supervisor in January 2018, I tried to cancel my service because I do not want another year contract with this company. I was told that I have to pay a $200 cancellation fee. I should not have to pay a cancellation fee for something I did not sign up for. I have not used this service since 1/7/18. I understand my contract should have been valid until 1/31/18 and I have paid my account in full until that date. They would not cancel my account without paying the cancellation fee, so they continue to bill me for the monthly charges.

On February 2/2/18 I called into Tech Support because my internet once again had not been connecting to any of my devices. The tech support got my internet up and running after about an hour. However, I have had this issue several other times and was not pleased with having to always call into CenturyLink to resolve this matter. I've had internet service with them for 5 months. The tech decided that she was going to send a tech out to my home to check out the wiring and make sure everything was going okay (AWESOME)! She set the appointment for 2/5/18 (GREAT). On 2/3/18 while at a funeral I receive a voicemail from a tech stating that they were slow and could come check my cables today. When I got home a tech arrived shortly after. The tech DREAVES walked up to my home smoking a cigarette. He proceeded to enter my home, check the phone jack, then he left. YES he left. Didn't say a word to my husband or I. We had dinner arrangements so we had to leave our home. A few hours passed and we received a phone call from ADT our home monitoring system that police were being dispatched to our home because our alarm was going off. I also had a voicemail from the tech around the same time acknowledging that he was at my home, also that he knew my husband and I weren't home, and that he fixed the problem. To my surprise when I arrived home my internet was still not resolved. So I contacted Century Link the very next day and informed them of my concern. 1) That the tech came to my home working on my home without no one present. I have no outside alarm system so of course I am going to assume that he tried to enter into my home without permission. I don't for one second believe it was to do his job. But I cannot prove that. I do find it concerning that he came and started a job, left without a word, and then came back but still didn't resolve my internet issues. My internet was actually working prior to him showing up but it wasn't working when he left. I called and spoke with 2 supervisors, but guess what NEITHER of them could direct me to who could help me talk about my concerns. They kept saying it was a 3rd party contractor, I'm sorry they don't have supervisors!?! THEN they sent the SAME tech to my house. Only I didn't let him in my home, but magically as he was working outside my internet is working! This company is a DISGRACE. I want compensation for my hassle and I want a DIRECT supervisor to that Tech!