Lumen Technologies

Internet speed, when it works(which is rare), is not even close to what I signed up for. I get 1-3mbps, I’m supposed to get 8mbps. Customer service is horrible. I’ve been hung up on repeatedly. I’ve been told that I better not cancel my service because there are no other providers in my area, and they won’t take me back. I genuinely feel bad for the tech service employees who have had to come to my house a half dozen times each month. I now know them all by name.

This Company really needs to get their stuff together!!! Everytime I call its always an issue to get to the right person and get everything done accordingly. their process is subpar and they really net to get organized or the competitors will come and take all there customers!!!!

This has been the worst company I have ever done business with in my life!! I have spent countless hours on the phone with them just to have my account changed over to my name from my partners and then they misspelled everything never sent a bill or email and kept telling me to wait then once I found out they gave me the wrong account number preceded to charge me late charges and told me that there was nothing they could do. I have never dealt with such disrespectful mns in all my life! On top of that they billed me for five extra days after I found a new provider this is totally unacceptable. The absolute worst company ever I hope they go out of business. Do yourselves a favor and find a different company for services....awful!!! They should have a F rating!!!!!

I ordered this service on December 4th, 2017 and I still do not have the service and there are no other providers for a landline home phone in my area.

Deceptive advertising. Fraud. Over-Billing.

Here's a job for you. It is happening here in Colorado. https://www.usatoday.com/story/tech/news/2017/07/12/centurylink-faces-minnesota-...⇄ />
Comment: Acct 300807287 Does anyone
have a class action lawsuit for deceptive advertising vs.
CenturyLink? I signed up for 5 years phone & slow
internet for $61.99 a month and I have not missed one
payment and my balance is $177. You overcharge me every
month. Two years ago I called in on a 5 years, Total Home
Phone & Internet, for $61.99. (free long distance, call
waiting, all those extras) and very very slow internet
because I live in the middle of nowhere. So my first bill
was $130, I called 10 times before someone finally said:
"Oh, I see you have been a customer for 30 years, let's get
you to our loyalty department and we'll get your bill down
to that $61.99 price. Well they did that by giving me
loyalty credits and promotional credits that expired in one
year. "So you have to call us back in one year and do this
all over again to get that $61.99 price and you will have to
do that every year for the life of the 5 year promotion."
Geez. I've called 35 times, screamed on the phone, tried to
dispute charges on my auto pay credit card setup. They
continue to just jump all over the place on how much they
are going to charge me. Thanks

I contacted CenturyLink on January 3, 2018 regarding cancellation of my internet account #***. Aurora, my initial contact, indicated she could waive the cancellation fee for canceling before end of contract if my new location did not receive CenturyLink connections. I indicated I never entered into a contract and in fact had been told I could cancel at any time. When I asked to speak to a supervisor, I got cut off from the call and had to call back, explaining my situation again and asking for a supervisor again. This time I got Sara, Employee ***, who informed me I had entered into a contract and that I would be forced to pay a termination fee no matter what. I then asked her if I could transfer my service to another location in Las Vegas, NV instead of Utah. She said there was no opportunity to transfer service over state lines. This was in contradiction to the information I received from Aurora on my first call who informed me if I would like to transfer my service to Utah, then there would be no termination fee. Sara informed me that no one would ever tell me that. Sara also indicated that CenturyLink does not provide service in Las Vegas, NV which I know not to be true because my son lives there and has had an internet account provided by CenturyLink.

I cancelled my CenturyLink subscription last summer because the service was so slow. I never heard anything from them again, until I received a notice from a debt collector for 68.13! How can I be in collections for something that was never billed to me in the first place?? If they feel I owe them money, they can contact me directly with a bill. To hurt my credit history without any justification is unquestionably shady business practice.

I currently have DSL service from Century link. For the past many years, I have received 4.7M of download speed. Lately it has been really slow. I noticed on my modem today that my connection is only working at 3.5M. I contacted Century link and they say that my service is for 3. After further investigation, the tech support agent told me that an order was placed on my account on 05SAUG17 to downgrade my service from 4M to 3M. I would never place such an order. I have been asking Century link for years to speed up my service, not slow it down. I was also told that I am paying for a lot of add ons like PC virus protection, cloud storage, etc. I don't need all of this

For the last several months, I have been charged more each month on my service. I am very unhappy about this.

There has been a fraudulent order that has been placed on my account. I want this undone and the previous service restored.

I have heard thru the grapevine locally that Century link is trying to push away customers on DSL service. This has the appearance that Century link has purposely slowed down my connection and is charging me more to get me to leave as a customer.

I have lived *** for 6 years now. Almost every month, I make a call to Centurylink about loss of internet service. They tell me that they have oversold the bandwidth in the area and I am experiencing congestion. I ask them when they are going to remedy the problem and they tell me that they have no plans to fix the problem. They charge me $70 a month for 1.5 Mbps down and they can't even deliver that speed. Yet they do not forget to charge me every month. Is there anything that can be done? They are charging everyone in this area and they are the only service provider available for internet. They are stealing for all of us every month and they do not care about repairing the issue or providing the service that they promised. Technical support just tells you that there is nothing you can do about the problem.

I closed my account a couple months ago. I have a zero balance and have even received a check for the amount overpaid. I still continue to get emails on a weekly basis telling me my account is past due. The account shows closed with zero owing. I’ve called and was assured it was resolved, and yet I continue to get these emails.

Closed my account in Sept 2017. Received an invoice in January stating I didn't return my modem. When I closed my account no one indicated that the modem needed to be returned and Century Link wouldn't work with me. Customer service and service was very bad. I do not recommend Century Link.

On October 7, 2017 my internet service through CenturyLink stopped working. I called their customer service department to schedule a technician to come out to repair the service on October 10. I received a voicemail on October 11, 2017 stating that they were overbooked and would not be able to keep the appointment to repair service and that I would receive a call to reschedule. Over the next several months, I called and tried to get to the service appointment rescheduled. A technician was never scheduled. In December, I called and instructed CenturyLink that I wanted the service cancelled and the account credited back to 10/7/17 when serviced stopped working. I just received an email notification that I had a outstanding balance of 278.70 and that my service had been suspended. I called today and was on the phone for 52 minutes being transferred numerous times. I was told that they would not credit the account because I never called to cancel the service, which I did. I tried explaining to them the fact that no service since 10/7/17, they stated that it didn't matter I would owe the amount. The only think they would offer was to set up a payment plan. When asking their location, I was talking with a call center in Central America.

January 23rd, 2018
Re: Account Numbers:
*** &
***

I was a customer of Centurylink from July 2016, to November 2017. At the end of the first year of doing business with Centurylink, our bill abruptly spiked upward without notice. Upon contacting Centurylink, my fiance was informed that the price we were originally paying was only good for a year. We were bothered that we were not informed of this, nor notified of the pending price spike, but we signed up for another deal in order to get the price back down. My fiance worked out a deal where we would be credited $45 for not being notified of the change in charges, and a new rate of $29.95 a month, or $43.93 after taxes and fees. Having had dealt with Centurylink previously, just to have entire conversations and details mysteriously forgotten the next time we called with a concern or complaint, we were sure to get confirmation information for the new rate:

? Customer Service Rep: Tanasia
? Order #: ***
Tanasia explained the new rate would take effect 8/31/17.
Months then went by before I received another bill. My online account remained frozen with information from August’s bill that had been paid. Finally, of all things, on the 25th of October I received a late notice via email. I began an email chain with Centurylink over the matter, after getting the runaround with the Online Chat Service. This time I was certain to get as much in writing as possible.
I plainly stated “ It's perfectly fine if you'd like to terminate the contract so we can move on to a more professional provider. Just alert me to when service will end and what the accurate balance on the account is. Otherwise, I expect an accurate statement, in both writing and the website, that reflects the last set of services we signed up for.”
On the 27th of October a representative named Gina G. responded and told us a new account had been opened in my name: “I see that two numbers are associated with your My Account. The two numbers I see are *** (the older account) and *** (the current account) with the amount of $192.65 that is due.”
I responded on the 31st of October: “I was unaware that there were two accounts. I have no idea which one is supposed to be the correct one, or why there are two to begin with. In any event, $192 is far too high of a fee. When we resigned our contract for a year this is what my fiance was promised; I included the confirmation number so you can confirm these details on your end.” I then provided the order number that Tanasia gave us.
The final straw came on the 1st of November when I received an automated message in reply: “Our records indicate your recent request has already been handled as you have contacted CenturyLink regarding this matter. If you need further assistance feel free to email us anytime or call 1-800-491-0118.”
At this point I decided to discontinue service with Centurylink. I called to cancel on the 6th of November. I was told that the order number that Tanasia provided us with could not be found. A customer service agent named Morgan processed the cancellation which we scheduled for the 20th of November. We were told we would receive a prorated bill, which of course never came. She gave us the confirmation #***. Months later Centurylink sent me a bill for the full month of November at an even higher rate. I immediately fired out an email to customer service stating I would not be paying until I received an accurate, prorated bill at an appropriate rate. I received no reply until a threat of collections came in the mail on 1/22/18.

We cancelled with them a few months ago and got charged a $250 early cancellation fee. We have no recollection of signing a contract. We called to ask for record of us signing a contract and they say it would have been verbal communication over the phone. When we asked for record of that call they said we have to either pay the fee or have a court ordered subpoena in order for them to provide that information to us. They did not try to work with us - said if we do not pay we will be sent to collections but refused to provide any documentation that we agreed to any contract. I find it absurd that we have to contact a lawyer and get a subpoena in order for them to provide documentation of a charge to our bill.

On or about November 6, 2017, my wife *** called to move CenturyLink Internet Service because we were moving service from *** to ***. During the call my wife was transferred several times & talked to someone who arranged the transfer of Internet Service who stated that we would have "only 1 mbps speed" at our new residence (***), but assured us this would be adequate. We found out later, thru research, that that speed would not be sufficient and it would cost approximately $65 for installation, since the new residence was not turn-key. My wife called back on November 20, 2017 to cancel because your internet service would logically not nearly meet our "required speed" (25 mbps) or even close and spending an extra $65-$100 for the hookup, it would not make sense at all. While trying to cancel we were again transferred several times & finally talked to a lady who spent 15 minutes trying to give us months of free service, VISA cards, etc and finally cancelled our service telling us we would be charged $180 plus. Incidently I *** listened in on every phone call my wife made. We were able to find a competitor that was the same price, more speed 35 mbps and was turn-key hookup at no charge. We have received a billing for $187.41 for your company's failed attempt to retain us due to insufficient speed in our area. As far as I am concerned, CenturyLink was the party that would not "fulfill their obligation". Providing me with little or no speed to stream movies and play internet games at "1 mbps" would not be providing the speed we were accustom to. The bottom line is: " I do not owe CenturyLink money for your failing to meet your service obligations. I know that CenturyLink records all phone calls and that's where the proof is available to you.

We have had a number of disappointing interactions with CenturyLink for the last 15 months, mostly having to do with mishandling of our account and charges made to my checking account for services I had disconnected.

1. In November of 2016, a door-to-door salesperson sold us services that were supposed to beat the price of what we were paying for ***. She told us that it would be under $150 a month, saving us $100 a month for better Internet speeds and Prism services, which was supposed to be comparable to *** (it wasn't, and its usability was subpar at best). She told me that our rate would go up at the end of the first year, and that I needed to call back and ask "what could be done" to ensure the same pricing.

I called back in November of 2017, and I was informed that "there was nothing that could be done" to lower my bill. I told them that I intended to disconnect my services and switch back to ***. They told me to call back after *** was installed to disconnect my CenturyLink services.

I called on December 5 to do the disconnection. At this time, they tried to convince us to stay, saying that they didn't know why in the world they weren't able to offer us a better deal. I declined, saying that I had already switched services. I clarified that we would be charged only a pro-rated amount for the first part of the cycle (which had started between my first and second calls). They confirmed that that would happen when they received the equipment back. They said they would send out a shipping label.

I never saw a shipping label come through, but because it was the holiday season, I thought perhaps that it got stuck to something else in the rush. In the meantime, CenturyLink automaticallly charged my bank account $302.73 for services through December 27th (the service should have been disconnected by this point). I brought the equipment to a local CenturyLink Center on December 19th. They packaged the equipment up for me and put shipping labels on the boxes. Because I wanted to get the equipment back quickly so that I could be refunded my money, they advised that I take the boxes to *** myself because they would not be able to send it out for several days. I did so and received confirmation that their warehouse got it (via a tracking number). The employees at the Center said as soon as the equipment arrived, the pro-rated bill would be adjusted properly.

After I saw that the equipment got to Colorado, I called Century Link back to verify that the refund was on its way. (Mind you, this is the HOLIDAY SEASON). They said I would be getting $98 back in MID-FEBRUARY. This was not as much as I expected, which I expressed to the customer service employee (I did not record his or her name). She/he told me that I should wait for my final bill—everything should be adjusted by then.

On January 21, 2018, my checking account was charged $170.01, and there were no adjustments made or refunds mentioned. That is $472.74—WAY too much for a few prorated days of service back in late November/early December.

I called customer service on January 23, and after 35 minutes on the phone repeating this story to FIVE different customer service representatives, I was told that my internet service had been disconnected but the Prism television service had NOT BEEN DISCONNECTED OR PRORATED. Two different agents told me that I had been charged twice for a full cycle's worth of Prism service. They also said that the mix-up happened because billing for the two services (Internet and Prism) were generated separately (and are on different billing cycles, which is VERY confusing and misleading).

Sara, Jordell, Amy, and Jay were all very helpful and appeared to remedy the situation. They were not able to tell me how much of a refund I would receive, but Jay said that I would receive a check within 7-10 days. If I did not receive my refund, I was to call back.

Now...

1. This is completely indicative of problems we had with CenturyLink screwing up our bill several months in a row. We were overcharged several times (charged more than we were told we would be charge), and I had to call 3-4 separate times to get it resolved. Each time, it was explained away as a mix-up in the system—that there were billing errors happening, and they were aware of the issue. Each time they apologized, but they continued to provide incredibly poor customer service by not providing accurate billing services.

2. If I had not monitored my billing, I would have given CenturyLink hundreds of dollars in payment for services I NEVER USED. Because I had autopay set up, I don't believe anyone would have noticed, and CenturyLink would have continued to take our money.

3. I should NOT have to monitor their business practices for months at a time. If they promise to do something, it should be done.

4. They had plenty of time to correct their "system problems," and saying that the two billing systems sometimes didn't work well together for billing seems like an excuse. Also, it seems like shoddy (or even shady) business to say something is disconnected when it is not. If it is, indeed, a problem with the system, CENTURYLINK NEEDS TO FIX THEIR SYSTEM. I wonder how much profit they have made from these "mistakes" and "oopses" because people aren't paying attention.

5. Because I did not expect to get that $170 bill, I ended up overdrawing on my checking account for the first time in ten years. Fortunately, my bank reversed the overdraft fee, but I should not have had to deal with that—and perhaps other customers have run into this problem as well.

I will NEVER recommend CenturyLink to anyone, and I strongly encourage the Revdex.com to pass this feedback on to the company since there is no user-friendly way to do so on their Website (I needed to "log in" to do so, but I am no longer a customer).

I wish I had accurate notes about the other billing problems we had at the beginning of our contract year with CenturyLink, but I have done the best I can to recreate the information here. I am HIGHLY DISSATISFIED WITH CENTURYLINK.

(I also sent this in as a review, not knowing which avenue was more appropriate.)

We have been CenturyLink DSL internet customers for two years. We live at ***. Our account number is: ***
We started internet service with CenturyLink and rented a modem. We paid $34.95 per month for service, plus $9.99/month modem rental.
In October, 2017, we purchased our own DSL modem and returned the leased modem to CenturyLink. The tracking number for the modem return is: ***.
CenturyLink failed to remove our leased modem from our bill, and continuously billed us for a modem that we returned. They also billed us $105 for the modem we returned! We called three times to resolve this issue. The dates of telephone complaints to CenturyLink were: 12/22/2017, 01/04/2018, 01/22/2018. We emailed CenturyLink, and our issues were not addressed.
In response to our complaining, CenturyLink told us that they finally fixed the billing error, and we would no longer be billed for a rental modem that we no longer have, and that they would credit our account for overbilling. None of these issues are fixed.
Well, it gets crazy from here. In January, 2018, a service truck from CenturyLink arrives at our house. The technician stated that they were there to install new DSL internet service at our house. We told the technician that we've been customers for two years and didn't order or need new service. The technician acknowledged that we already had service and left.
We ended up receiving a $60.00 bill in January for setting up new service when we already had service for two years. Also, they changed our monthly internet service rate from $34.95/month to $45.64/month for internet service. Additionally, they charged us $105.00 for an unreturned rental modem! Further yet, they continue to charge us for a rental modem, when we don’t have a rental modem!
The only thing on our bill should be $34.95/month for DSL. That’s it. CenturyLink owes us $105 for bogus modem return charges, $30 for modem rental charges and $60 for a bogus install charge from January, 2018. Plus, they continue to charge modem rental charges, so the bogus billing errors continue. And, they raised our rates from $34.95/month to $45.64/month!
We are completely frustrated and don’t know where to turn. We have been billed erroneously for equipment, services and rentals charges. The company supervisors will not return phone calls or respond to email requests for help. We just get the runaround, transferred to billing, back to services, etc. It seems that CenturyLink doesn't even know how to run a business. Please help us! Thanks, ***.

My Century Link account is bundled with Directv. In December of 2016 I was double billed for my entertainment package. My invoices come from Century Link so I first contacted them. They said to contact Directv. I called Directv, they said that yes, it does look like I was doubled billed but that they could not adjust the invoice, it had to be done by Century Link. I called CL back and told them what Directv said, they said that was incorrect information and that they could not make that change. I then made a 3 way call with both CL and Directv on the line, they blamed each other, the CL representative getting almost rude with the Directv rep. Nothing resolved in that phone call. I have written letters twice, I have tried chatting with reps on line several times, and made more phone calls. Over a year later, I am still billed that additional fee that I DO NOT OWE. I continue to pay only what I know is correct but I WANT THIS CORRECTED! For crying out loud!!!!!!!!

CenturyLink customer service gives you a terrible run around. On 2 separate occasions for the same issue I have called the customer service line near 5:30. After being placed on hold and transferred twice, and being placed on hold between transfers the agents take there time reviewing all the information and then state they need to transfer me again which places me on hold once again after assuring me they are getting to the correct agent this time, the clock clicks 6 pm and my call is dropped. I have contacted them 4 times on the issue of closing the account and assuring the closing balance is $0.00 which they still have not been able to do. I would not recommend anyone do business with a company that handles there customers in such a way.

I contacted the Revdex.com in July about over billing. #***. I though this was resolved. I was to be credited for the over charging and be charged 23.00 month for a 1 year term. July I was charged 23.00, August I was charged $36.00, September$43, , October $23.00 November$67 & Dec $67. I never received the credits for the over charging. I went into Centurylinks office to give a new credit card number for auto pay. I was told my next bill wouldn't be on auto pay did I want to go ahead and pay. I said yes she said your bill is $67. I showed her the Revdex.com response. She said she could only change it to $48 the price for life. I would have to call customer service. I called and was told I would not get my year if $23.00. I would not get my refund and could not get the overcharge fees credited. She could offer me the $45a month which would be a slower speed than the 30mps I was supposed to be receiving. I had spoken to track support many times about receiving 9mos and 13mos speed instead if what I was paying for. I have bought their approved new router and that still did not speed it up. So with the slower speed I would be looking at dial up speed. So I had no choice but to cancel my service. I have been with centurylink since it was quest in 1990. I am receiving a bill for November and December at $67.00 each. I cancelled December 7th. I can't believe centurylink is allowed to continue to scam and overcharge their customers. We are now going to the library to do homework.