Lumen Technologies

We have been experiencing a fluctuation of our bill. One month it is over $200.00 and the next it is $0.06. This has happened twice. The first time was a payment from a business that was applied to our residence telephone line. So to make up for Century Link's error they disconnected our phone and when it was reconnected, we were sent a bill over $200.00. Last month, December, Century Link sent us a bill for $251.45. We paid that now we received a bill for $0.06. When trying to find out why, I was connected to customer service. They said they could not answer that question but would transfer me to Payment services. When transferred I asked my question (why the wild fluctuation) and was told that they could not answer as I was mistakenly transferred to payment services!! Think they use technology to avoid explaining why they are messed up!!!???

Internet service went down on Sunday, 15 January 2018. I called repair on Monday, 16 Jan., was told then, the first available technician trained to address my service issue was not available until Friday, 19 January. I explained that Friday was not good for me as I am dependent on my internet to pay bills and do billing for work done from my home, among many other services we all have become dependent upon with the internet. Also, I am traveling out of town on Friday and would expect the service to be restored prior to Friday. Multiple calls, on line chats from a family member's computer, and still nothing resolved to fix this issue. To wait five days on one properly trained tech is ridiculous in my opinion.

No or very very very slow internet access and speed. I am home on medical leave for the next month. Century Tell wrote a service order for the 29th. This is unacceptable. I need a service tech out here immediately to repair what is broker. I am available 24/7 since I am confined to my home for medical reasons. Century Tell has my phone to contact me.

I tried to set up service through CenturyLink. Through a series of missteps on their part I was never able to set up service through them. While they were sending me a modem to connect I decided to go with a different internet provider. The modem arrived and I obviously no longer needed it. I talked to their customer service and successfully returned the modem. However, a couple months later they will not stop sending me billing statements for the modem I returned. I have called their customer service several regarding these billing matters and they refuse to fix the problem.

This is the worst company I have ever had to deal with. I tried and tried to has issues with my service fixed over the period of a year. I really didn't want to change providers but, when I only had internet service for about 60% of the time, maximum, I gave up. At one point, I was told by the technician (who was physically here, at my residence) that my modem was old/bad and to get a new one. I did this, came home and set it up and it functioned no differently than the old one. I could not keep a connection. At that point, I decided to discontinue service with CenturyLink. I have not been reimbursed for the new modem that I unnecessarily purchased, mainly because I bought it outright rather than adding it to my monthly bill. I would NEVER recommend this company to anyone, for any reason.

Contacted Century Link regarding their bundle package with DirecTV. Was told that Century Link serviced my address by Century Link. Called back twice to confirm. Signed up for bundle, discontinuing my *** bundle. Received order confirmation from Century Link along with my modem and install date. Nothing was done on my Friday evening install date, called Saturday was told department was closed had to wait until Monday. Called Monday, Century Link rep told me initial account was not set up properly so had to set up a new account with a new deposit. Was told everything was fine and my new install date would be the following Friday. Did not receive any confirmation so decided to call and confirm install date to now find out from another Century Link rep that they don't service my area. Would have been nice to know ahead of time. How can three different reps assure you that they service your address, sign you up, take your money and not know? I now am stuck with a 2 year contract with DirecTV and have to go back to *** for internet which leaves me with no bundle options!! I now have to pay more than I was with ***. There is no customer service, they do absolutely nothing. This problem has and will continue to cost me, the consumer. Unacceptable!!! An apology is not good enough. I have spent over 4 hours on the phone with different reps through this whole process. Where is the communication?

On or around May of 2016, a line of service was added to my CenturyLink account without my approval or authorization. I had one line of service on the account (***-***-***), and another was added (***-***-***) without prior consent being provided by myself, the only account holder and authorized user on this account. I contacted CenturyLink via online chat service on July 16th, 2016, when I received a bill showing two lines of service on my account. I spoke with Carlos P. starting at 9:37 PM MST regarding this issue. I advised Carlos that this line (***-***) should not have been added to my account as I had not authorized this, and that it needed to be deleted immediately and the charges removed. Carlos advised me that the CenturyLink system had made a mistake, that the line would be removed and the charges reversed. He apologized for the inconvenience. I then received another bill with this number still active on it and still being charged. I called CenturyLink back sometime in September of 2016 and spoke with a woman who advised me that CenturyLink had made an error, that the number (***) would be cancelled and the charges reversed. The line was then cancelled. In the first week of January, 2018, I then received a collection notice from CenturyLink stating there is an outstanding balance for line *** for charges stemming from this incident in 2015. I called CenturyLink and spoke with supervisor Darnel in the billing department on January 8th, 2018. Darnel reviewed my account and told me the CenturyLink system had, for some odd reason, added a line to my account without anyone's approval. Apparently, this was some sort of technical glitch. Darnel said the charges would be reversed. However, Darnel also said that there were no notes on my account showing that I had ever called in or written to CenturLink challenging these charges, although I have a written chat record with Carlos P. and called in to speak with a representative in September 2015. At any rate, Darnel said he would handle the situation. It is now January 17th, 2018, and the charges of $116.36 are still showing on my cancelled CenturyLink account and my credit is being damaged due to CenturyLink's negligence. This issue needs to be resolved immediately as this line was added to my account without my consent or approval, and I am the only account holder on this account. Multiple people at CenturyLink have stated that this issue has been resolved over the last two years, yet this issue remains. I am absolutely disgusted right now and, since I have passed the BAR in Colorado, I am considering legal action as my only recourse to resolve this issue.

I had called CenturyLink to setup new service. After almost 2 weeks of no internet and being told that the representative was suppose to bring the router, they advised it was shipped. The box was never shipped and I had to call again. I called and they finally shipped the box. Once I received the box I did everything for setup but it would not work. I called and spoke to an agent who advised they would send someone out and if he needed to replace any wires it would be $85 an hour, but if I added the service for $9.99 a month, I would not have to pay this. Needless to say I received my bill and the $85 was on there. I have called numerous times and someone tells me it was a one time fee. I was never advised of this fee and told them to cancel my service, they did not. They said I need to speak to their retention department. I advised I wanted this service cancelled now and to send my label to send them their box back. To this date they have not cancelled the service and I keep getting billed. I need this resolved because I do not use the Wi-Fi at all due to their lies!!!

Started this service in August 2017. Had issues with their installation team doing a shoddy job of setting up the service. They left a big hole in the wall to the outside and scratched up our floor. Since then, we have had numerous times when the internet didn't work and had to wait for Centurylink to come out and start it up again. Had issues with the DVR box last month. They were supposed to send us another one that we never received. Now have problems with the set top boxes for the 2 other TV sets in the house. Can't use the tv's as we are supposed to. No record, no ff, no pause, no rewind. Have called company several times and issues still exist. We were told they were sending 2 new set top boxes. Received one today. Installed and doesn't work even after calling the phone number for tech support. On Sunday 1/14/18 my husband was on the phone a technician for over an hour with no satisfaction. Tonight he was on the phone for over 30 minutes with no result. They want to send out a technician but can't get one on the day someone can be home. We would have to take off work on the day that is convenient for them and lose pay because of their shoddy product. Want to get out of contract because the company has not lived up to their promise to supply uninterrupted service but company will charge us $200. to end contract.

We accidentally overpayed our bill whether it was a glich on bill pay or our error. We have contacted CenturyLink 5 or 6 times to resolve this issue. We have been told 3 times that they issued a check but have not seen it. They still show a credit and continue to take our bill payment out of that credit which is now down to $1245. We are continuing to wait for a check. However our account still shows a credit. It wasn't just a $100 overpayment. It was a $1373 overpayment originally.

I believe that we are being way overcharged and half the time our service does not even work. The company keeps stating over and over again they will credit my account and they never do. I canceled my services and now they want to charge me $200 dollars for service that never even worked.

I have never been more dissatisfied with a company in my life. A year ago when I was contemplating switching internet/cable companies, I spoke with a man that worked for CenturyLink and told him my situation, that I was interested in switching to CenturyLink to save money but I was only in a lease for 6 more months and did not know if I would need services after my lease ended. He assured me that I would be able to cancel after 6 months if I needed to (his exact words were "it's easy to get out of your contract") or I could continue the promotional 1 year contract to a new location when my roommate and I moved out. He had me believing (and I fully trusted him) it was a win-win, so I went for it. After my lease ended 6 months later, I called to cancel my contract since neither my roommate or I needed the service anymore, and I was NOW told there was a $200 early cancellation fee, which basically cost just as much as finishing out my 1-year contract! I was, and still am, angry beyond words as I was LIED to and taken advantage of. And what is worse- CenturyLink wouldn't do a single thing about it. I have been paying for a service for the past 6 months that I have not needed or been able to use since I'm living under someone else's household. I went through the trouble of switching companies (which was a huge pain) all to cost me MORE than what I would have spent had I just stuck with Comcast for that last 6 months of my lease. I do not write reviews like this- but because I was lied to, because of CenturyLink's lack of customer service, and for paying for a service I am not receiving, I needed to spread the word! I will NEVER go through CenturyLink again unless they were to do something to fix this issue, but so far, nothing. And of course, they have no record of who signed me up. Very dissatisfied to say the least!!

On April 7th, 2017, I sign up for CenturyLink's internet service. When I signed up, I agreed to the price of $34.95 per month, plus tax for the internet service. From April 2017-August 2017 while having my internet with CenturyLink, I had nothing but billing issues. My first bill was $160.06 due to "extra fees" for setting up my internet service. My next bill for May and June was $45.07. My next bill for July was $55.12. I didn't do anything in changing my service. I called very frustratedly wondering why my bill went up when I was under contract for the $34.95, plus tax price. The customer service representative I talked to wasn't sure why my bill went up, however, they pressured that I should change to the Price For Life plan. They assured me my bill would remain the same and stay what it's supposed to be when I initially signed up, however they mentioned that I would always have issues if I didn't change because of the contract I was on. I reluctantly changed, just wanting to pay what I agreed to. In August I again received a higher bill. I called CenturyLink again and explained my situation. During that call, I was transferred at least three times and then I was hung up when I asked to talk to a supervisor. I called back again, insisted on talking to a supervisor, and then explained I wanted to cancel my service as I was distraught with the constant change of my bill and the lack of customer service CenturyLink provided. The supervisor was very cold but quickly cancelled my service. I thought I was through with CenturyLink. However, a couple weeks later on August 24, 2017, I received a new bill for $178.79. I called CenturyLink once again to ask why I was receiving this bill. They explained it was an early termination fee. I explained my situation and why I cancelled. They didn't care and told me I had to pay. I have yet to pay the early termination fee as I found it unfair due to them constantly changing my bill when I signed a contract for $34.95. I haven't heard from CenturyLink since this phone call. I have never received another e-mail and I have never once received a bill in the mail. Today, January 16th, 2018, I received a bill from collections (***) representing CenturyLink for the bill of $178.79. I am standing up for myself as CenturyLink put me through a lot of stress with their billing issues and lack of customer service. I don't believe I deserve to pay this early termination fee. CenturyLink colossally lacks business ethics.

My husband and I originally signed up with century Link almost 2 years ago. We haven’t been disappointed with the service provided until now. Back in August we called because our bill sky rocketed and we were not made aware of the change taking place. When my husband and I called in to rectify the situation they gave us our old rate and said it was due to loyalty. The representative made it seem like the increase was an error but let us know the promotion had ended and that’s why the price changed. They through discounts at us to keep us has customer and we were fine with that because we just didn’t want the random price increase. We are now moving which when dealing with other representatives about billing or technical complaints we told them this and we were told to just call in a month in adavace. Whine I called in to cancel after January they told us we are in agreement and to cancel we have to pay $200. After talking with a representative and superviser hey told me when they fixed our bill back in August of 2017 we were signing up for a year agreement. Nobody told us this especially not when readjusting our rates back to our old pricing. Their retention department then let me know that being on auto bill is our signed agreement because I told them we never signed anything. My problem with that is that we were never told that auto bill on our account was us committing to a year agreement again. They let me know they sent a Welcome letter explaining the new changes which I never received. I’m not happy with the way they were not willing to budge on century link policy to satisfy a customer. They are pulling the call from August to see if the rep told us we were signing up for an additional year. We will not be using century link again and we have told all our family and friends about the situation so they know how century link does business. They bamboozle customers into agreements and it’s shady and disappointing. We will not be paying the 200 early cancellation and we have made our bank aware. I hope that century link can make this right for us the customer. Afterall they are in the customer service industry and it’s their job to serve. Thank you!

In early December I contacted Century Link to set up a move of our businesses. I have two separate accounts with them. I specified in both situations I wanted to transfer a phone line and a fax line over. Today I got my bills and on both of bills the agent added a bundled package including an internet bundle, long distance package etc. making both bills significantly higher than they were before the move. In addition, I had made sure to ask when making the request to move that we were not in a contract. Lo and behold, the bill showed that we were not in a 2 year contract. I immediately called CL to straighten this out and it literally took me 7 calls and over an hour on the phone just to straighten out the fax line. I am outraged and flabbergasted that this could happen, this company is totally immoral. When I continued to claim my outrage to the agent, he said it was no big deal and easily corrected because the changes were within the first 30 days. I said and what about the inconvenience to me and the 75 minutes of my life to correct this that I'll never get back. AND I still have to call again tomorrow to fix the phone line. Seriously, we already have *** internet, why would we add internet services onto our fax line? I'd like an apology and 2 months free service for my time and trouble.

CenturyLink is not honoring the 5 year locked in the price advertised to me and I signed up expecting. I signed up for Internet and Phone through CenturyLink on January 2, 2015. The advertised price was $55.95 plus taxes, which I have documented from Theresa "Terri " A who is a Sales & Care Rep. E-CARE at CenturyLink. This comes with a five (5) year price lock; which I was expecting for 5 years. I have this documented in chat logs and I was told this over the phone primarily. The price has fluctuated many times over the past 2 and a half years and I have had to call in many times to get it corrected. A few times, I was told that the correct pricing would be applied to the next month's bill, but there was nothing that could be done about the current bill. We settled on a course of action in which they eventually asked me to call in every year to talk to Shelby in escalations or John W to reapply the $35.94 reoccurring credit for the price mismatch. However, those people no longer work for Century Link. My bill jumped to $92.42 for April which is much higher than the $55.95 I was advertised. The next month was $87.08 which continued until my November bill, which went up again to $114.76. Last year I called due to the pricing error and was told that I could drop services to get the price lower or just go internet only and be locked into a 2-year internet contract with very high cancellation fees. I am really frustrated that Century Link will not honor the five (5) year price lock. With the recent price jump, I called again and was told that they would give me a $40 credit but will not honor the 5-year lock price. I was informed that Century Link is working on new advertisements and to check back in the near future. They acknowledged that they were not going to honor the price which I have a recording of also. It was mentioned there is a new price for life promo, but how can I trust that they will honor the price for life when they are not honoring the 5-year price lock? I am frustrated with all the calls that are needed for them to charge the price I am supposed to pay and that for the past nine (9) months they have been billing me higher with no plans to return to or correct price. I understand they tried to add multiple promotions to try to honor the price in the past but I had asked multiple times for the price to just be correct at $55.95 instead of expiring promotions that they told me I would need to keep calling back to re-add since they cannot correct it in their system. The 5-year lock in price should be the $55.95 that they advertised to me not $91.90. This is false advertising and I don’t appreciate the bait and switch. Don’t advertise a 5-year price, make the customer jump through hoops with promotions to honor the original price, then say the price won't be honored because of the promotions. And then when calling in say the only thing I can do is to reduce the services and be locked into a contract with high termination fees.

The response from Century Link, through FCC, suggests that I signed a 5-year contract at $91.90, since that is what their system states, and then have been provided excessive promotions which are not guaranteed. In reality, the sale pitched to me was the $55.95 price locked in for 5 years. When calling in to rectify this price difference the very first month of service, we were told that the system could not be updated and that these promotions were added to rectify the mismatched price: quote vs system. So while I understand what their system states, I also understand what I was pitched/sold and these two do not match, hence the frustration.

I made my original order for Internet in 12/25/2017 and made an install date for 1/8/2018. When I called to check on the order they I was informed the my order was cancelled but they weren’t sure why. Then made to resign up and move my install date back to 1/13/2018. On 1/13/2018 my Internet was not installed and rescheduled for 1/15/2018. As of now my Internet has yet to be installed and the original order that was canceled without reason why has not generated a bill saying I owe money on service I never got. I have called several times and to which I have gotten no help. All I wanted is internet service and I have been made to jump through hoops to get nowhere

I have had numerous issues with Centurylink over the past 15 months. This last issue is what prompted me to write this complaint.
I have had repeated problems with my modems rented from Centurylink. I am currently on my 4th modem. I pay 9.99 a month for these modems that continually quit working for no apparent reason. This last modem came to me all scratched up. So obviously they are refurbishing these modems and passing them off as new.
Upon receiving this last modem on Thursday (and having no internet since Tuesday Jan 9th) I still have no internet. I call on The 11th to resolve the issue. They report to me by email a repair technician will be there to resolve the issue by 5pm on the 12th of January. I take an unpaid day off of work. At 5:08 pm I still have not seen a service technician. I again call customer service to find out they never dispatched a technician. That they have now scheduled me for Monday January 15th service call. I complain to a supervisor (3 in fact) about the unacceptable, inexcusable issue. I finally get a supervisor that says he is sending this to the local regional supervisor. On Saturday Jan 13th I get a call from a regional supervisor. He informs me they cannot get anyone to come to my home until Tuesday Jan 16th. I told him that is unacceptable that he will have someone there Monday as this situation has not been handled properly and if I have no internet Monday Jan 15th I will pull my service. The supervisor assures me he will squeeze me in Monday and will return my call to confirm shortly. It is now Sunday January 14th and This regional supervisor never returned the call confirming an appointment. 7 days of no internet and inexcusable service technician excuses, missed appointments, overseas technical support and the worse customer service ever.

Over the last two years I have continued issues with billing on Century Link. I'll speak to a representative and they tell me my promotional price has ended on a specific date. Then my bill doubles in price one month and triples in price the following month. I have had one going problems over the time of having this service for my internet. I don't blame the representatives but the company it self. Last time it took me over three months for them to correct my billing and many hours of sitting online speaking to a representative. I an unhappy with the company itself when it comes to billing issues.

In the summer of 2017 I signed up for DSL Service, faster than what I had with CenturyLink in the past. I was told it would require an on-site installation with a technician, so I scheduled a day off of work. Nobody ever showed up for the installation that day. After back and forth on the phone, I eventually learned that my building wiring was not compatible with the faster service I had signed up for and would require re-wiring inside of the building to areas I cannot access. I was not able to get permission from the building owner for this work to be done. I was told by the phone representatives that they would mark the installation and account as cancelled, since service could not be established and installed at this address despite what their system initially thought. Fast forward to December 2017 and January 2018 and I am being contacted by debt collection agencies for $104 from CenturyLink. I called CenturyLink, and after being transferred around several times, the last person I spoke to finally read through the account notes and confirmed that service was never installed and I was never sent any equipment - so there is no reason for me to have any balance due. I was told that my account would now show a positive balance, but I am still being contacted daily by the debt collection agency, and they are not helpful - They need Centurylink to contact them and provide a reference number. CenturyLink has finally acknowledged the problem and taken steps on their end to resolve it, but they need to follow through with notifying their debt collection agency and stop the harassment I am receiving on a daily basis.