Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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I called and set-up an account in November and was told my service would be installed within a week. They have failed to do so and now say they will not be able to and I have to now wait until the end of January. The installer was a no call no show today.
CenturyLink appreciates Mr. giving us the opportunity to review the handling of his account. At CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our training.
Upon review,
I verified Mr. service installation was delayed and the service is now working. Due to the delay and inconveniences Mr. experienced, I have issued a $75 credit. We apologize for the extended delay in getting his service connected.
Account notes state Mr. was advised during his initial call and order recap, as well as on subsequent calls, that the high-speed internet price for life promotion was $45 per month and to obtain the rate of $19.95 per month, the internet must be combined with a telephone service package. I added an additional $10 off discount to his account, bringing the monthly bill to $35 per month. The discount will expire after 36 months. At that time, his bill will increase to $45 per month.
CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr..
Amber
CenturyLink Customer Advocacy Group
I had initially contacted CenturyLink to move my service as I was relocating. I was advised at the time that they couldn’t honor the terms of our initial contractual agreement as the “promotion” I had was no longer available. I advised them I didn’t want to increase my bill, I simply wanted the same service/price. I was advised It was not possible, therefore I verified that since it was CenturyLink link whom could no longer honor the terms of our initial contractual agreement I would not be subject to any cancellation fees, a century link representative confirmed -I have screenshots of the conversation. I spoke to another representative whom advise the same, however I was instructed to call another number, the representative here said what I was advised was not accurate (as far as cost) as this not being the first time having issues with the information they relay to consumers I proceeded to cancel, again with the assumption per two of their representatives feedback I would not be charged a cancellation a fee. Now they have debited 125.00 as a cancellation fee from my account, along with a. Full months billing, now they billed in advance therefore I do not know why I am being billed for a full month. I reached out to resolve my dispute, offered to email my screenshots and they called me once and provided a now disconnected number, only to my notice they had initiated debit on my checking today 01/09/18 for the 125.00 having been billed the full 49 monthly fee less than two weeks ago.
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.
At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training.
When the disconnection of service was dated all the charges on the account ending in *** were back dated effectively removing all charges on the account past the 17th of December 2017.
Prior to this reply, the customer’s account has been adjusted for the $200.00 early termination fee or a total of $229.84.
There are no further adjustments warranted on this account.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
In September 2017 I called and entered a new agreement with Centurylink. This agreement was for $19.95 for 12 months with taxes and fees adding to $30.64. I setup auto pay. We had changed banks and I provided my new bank information for the auto pay. For some reason CenturyLink denied my autopay from my bank. I called my bank and the information I provided Centurylink was CORRECT. Per *** there was nothing wrong with my account or any of the information I provided to Centurylink. I chatted with centurylink numerous times and in Nov I was under the impression it was finally corrected per the reps. I paid $95.42 this included a $3.50 fee for using my debit card from the same account my autopay should be from. I also than re set the autopay because centurylink cancelled it without my knowledge. at this time I was under the impression my account was good to go. I was told Dec needed to be paid manually. I was fine with that but when Dec came and the billing was not correct I thought okay maybe they need another month to solve the billing. This was not the case I guess. Jan is when my auto pay should be accepted on Jan 13 2018 per online. I chatted with a rep again and told me I owe the $146.00. I should not I only owe two months Dec and Jan. which equals $61.28 with what I was explained in SEPT and NOV but Centurylink. I reached out the the corporate escalation and they responded with "Hello ***
Thank you for emailing CenturyLink in regard to the payment.
In review of your account the AutoPay originally set up for the August bill was with an account that was not found. After the Sept and Aug payments not found the AutoPay was removed from the account.
The Dec 22 bill is set up on AutoPay to be paid tomorrow Jan 9 with a checking
ACH account ending in 9332.
This will be the first time the AutoPay is actually paying the billing as long as it is set up correctly.
This did not answer any of my questions and is not even the correct auto date. They did not review the account. They did not review the notes or the phone call or the chats from the reps that I had.
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.
At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training.
The only action that would cause the issue the customer describes here is that when changing banks, the information input to change the account for autopayment was not confirmed when completed online or the account, routing information was input incorrectly.
These are not manually read an are all automated systems. The bank would not have any way of knowing that the information was input incorrectly as the request was denied based on the information on hand.
The other possibility is the autopayment for the month that failed had already been pulled and approved and changed in the middle of the process (in-between billing cycles) which would cause it to fail.
The billing date is the 22nd of each month and if the autopayment information was changed in the middle of this cycle that would cause the payment that was scheduled on the previous account to fail, skip a bill and then apply on the bill after that bill cycle or the 2nd cycle after the change as it can take up to 30 days for the change to validate.
That said, CenturyLink has issued and adjustment for the returned check charges and all the late payment fees totaling $75.00.
The January bill has a returned check charge as well so the currently balance after the adjustment on the account is $149.68.
It would be advisable to call in to the customer care center to have them validate the autopayment information on file is accurate to avoid future problems. If this has already been done, that will not be necessary.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
I had entered into an agreement with Centurylink for their Prism service based on pricing that was quoted on the phone of $108 per month to include internet and TV services.
Once I was billed for the new service agreement, I found that the pricing was higher than I was quoted.
I spoke with them and the one I spoke with admitted that something was entered incorrectly and that the amount would be adjusted. it was at this point I went ahead and canceled one of the cable boxes which was seldom used to get the price lower.
When I received the next bill I found that they has, rather than decreased the pricing, raised it up to $151.
A called them yet again and, despite their reluctance, had the rep transfer me to a supervisor.
The supervisor reviewed the reviewed the account and indicated once again that there were errors in the way it was entered.
I was told that, with the adjustments made, that I would be charged $35.40 rather than the $151 as the adjustments went back two months.
However, when the deduction was made, they pulled the full $151 from the initial bill.
This has been an ongoing issue with them and, I feel, fringes on breach of contract at the very least.
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.
At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training.
Review of the account indicate that the changes needed to get the pricing closer to what was quoted has been done.
The adjustment of $54.00 to offset the difference has already been issued on January 8th, 2017.
The autopaymnet is Static and once approved will pull approximately 18 days after the bill date and therefore the full amount was drafted; the adjustment was made in-between cycles and the full autopayment was already scheduled.
This will result in the current situation which is a much lower than usual draft for the billing as the adjustment will impact the next cycle after issued.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
Any time I call in with something wrong someone makes excuses and blames the issue on something else and doesn't want to send a tech out to look at the issue. I have had internet problems since the beginning of service. I really want them to do right by their customers. I was also told I couldn't get internet at my house because that would put too many on the same line, but.. they installed internet to a new neighbor and still never offered to get internet to my house and my business has had their service for 12+ years. I also want them to take care of their lines, there have been trees and limbs laying on lines since our big snow storm in early December. I would really be nice if they would listen when I call in, instead they proceed to tell me whats going on before they hear my issue. Just want them to treat customers right!!!!
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.
At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training.
At this time the information provided in this complaint indicates that the name on the complaint and the service address cannot be confirmed. If the customer can provide the actual 9-digit account number that is on the bill that is received by the complainant, further review can be done.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
Complaint: ***
I am rejecting this response because: The information I gave is easily found, but here is my acct. # ***, My file is full of trouble tickets where I have to constantly call them.
Sincerely
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding this rebuttal:
The reason that I was unable to find the account with the name and the address given is this is an authorized party to a business account.
Until I had the account number or the name the account is under there would not be a way to verify the information provided in the complaint.
Checking the location and the availability of upgraded service to this location, there isn’t any currently available.
Until such time the network engineering and marketing teams decide there is an ability to upgrade the area that meets the needs of both the consumer and the company this will be the only speed offered.
The upgrade to very rural areas such as this person’s location are dependent on a myriad of various network and marketing considerations.
These are considered Centurylink proprietary marketing strategies and the criteria for such decisions is propriety marketing information and not disclosed to the public until such time the service upgrade is planned, funded and operational.
Sincerely,
Steve S
We have had Centurylink for many years. But this last year, they have been awful. We tried to get them out here to fix our internet that was out for 3 weeks, and they never sent anyone. We had to call a friend who worked for them to come and look at it. We were never refunded properly and they never sent anyone for us, even though we put in orders for them to come and fix it. Than they started charging us for our son's internet and phone service which they never got because centurylink told him that they could not offer anything because they were overloaded. But they continued to charge us for his phone & internet. Every month we called to have this taken care of, and it never was. One representative found that they had been still charging us for that line & phone service for 7 months. Unbelievable. Now they are saying that they will go back 4 months and pay us $5 a month back for their mistake.
That is just not acceptable.. Realizing they would never fix this, we called and canceled everything accept the internet. We paid them $300 last month, and without telling us, they said the sent the money back because the information was wrong. Yet, I can find no transaction on my bank account. They never even told us. So the next bill was for $600. I have had it, and they owe us a lot of money back. Once we get a hot box, we will have our internet turned off, also.
02/08/2018
CenturyLink has received a copy of the Revdex.com complaint filed by ***. Below are our findings:
CenturyLink reviewed Ms.’s CenturyLink and found three products at 3 addr***s:
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1. 715-635-0483: *** – Standalone Internet - address: *** = Active
2. ***: *** - Phone, unlimited LD and internet - *** = Disconnected 01/11/2018 due to customer’s request
3. *** - Phone - *** = disconnected 01/03/2018 to correct the account
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A review of the account found that on 06/12/2017 internet service was requested at ***; however, due to a need for an address validation to determine if internet was available, an order was placed for a phone line (standard order for address validation). It was determined that internet was not available due to the device that provides the internet is in bandwidth exhaust preventing new order for internet to be allowed. The order for the phone was completed on 06/15/2017, rather than canceled. On 01/03/2018, an order was placed to disconnect the service and credits were applied to the account to for over 2 months totaling $79.21 along with a credit for $14.93 for a late fee.
An additional credit of $177.68 was applied to the account to compensate the remainder of the charges billed (all charges for the service billed for *** - Phone - *** has been adjusted).
On 06/23/2017, Ms. had contacted CenturyLink regarding the internet not working at the *** - Phone - ***. The agent attempted to add internet to the address; however, in advertently applied the internet to the wrong address *** - Phone, unlimited LD and internet - ***). An order was placed to remove the additional internet on 07/11/2017. This error resulted in internet charges ($28.49, tax included), modem lease ($10.54, tax included) and shipping and handling ($24.25, tax included). An adjustment has been applied to the account in the amount of $63.28 (total charged for the additional internet).
A review of the trouble ticket history found a trouble ticket was open on 07/04/2017 due to weather related issues and was closed on 07/20/2017 (17 days out of service for the service ***: *** - Phone, unlimited LD and internet - ***. CenturyLink issued an out of service credit of $67.77 on 07/19/2017 (billed amount was $62.92 for the timeframe of the service). On $09/06/2017, Ms. contacted CenturyLink requesting more credit for the out of service timeframe. An additional credit of $16.19 was issued as a courtesy.
A review of the payment of $300.00 mentioned within the complaint, a payment of $300.00 was made towards the past due balance on 11/08/2017. This payment is reflected on the 11/12/2017 statement; however, on 11/13/2017 (after the bill statement printed) CenturyLink received notification from Ms.’s payment method’s financial institute that the account information was not found therefore the payment was invalid. As the payment was invalid, CenturyLink debited the account the $300.00 that was previously removed (reflects on the 12/12/2017 statement).
A payment of $300.00 was made towards the past due balance on 12/01/2017. This payment is reflected on the 12/12/2017 statement along with the debit of the previous payment that was backed out per Ms.’s payment method’s financial institute.
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PAYMENTS AND BACKOUT:
12/1/2017 09:14:21: Payment Reception: Payment received. Payment deposit date: 12/01/2017. Amount: $300.00. (applied to the 12/12/2017 statement)
11/13/2017 21:17:12: Payment Backout: Payment backed out. Payment - Reason: R04 - Invalid Account. (reflected on the 12/12/2017 statement)
11/8/2017 15:05:44: Payment Reception: Payment received. Payment deposit date: 11/08/2017. Amount: $300.00. (applied to the 11/12/2017 statement)
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The current remaining balance due for services provided and not yet paid for (after the adjustments have been applied to correct the issues) totals $497.55. Ms. is advised to contact CenturyLink financial department (1-800-201-4099) for payment arrangements if payment in full cannot be met.
CenturyLink strives to provide quality products and services and appreciates the opportunity to address Ms. issue. We regret she feels she may not have received such service and apologize for any inconvenience she may have experienced related to this situation.
Sincerely,
Margaret B
CenturyLink Customer Advocacy
Consumer /Small Business Sales and Care
When I purchased phone service, I was quoted over the phone a price of $104.00 per month. The sales associated did not state what, if any, additional fees there would be. I relied on this price quote and agreed to a service contract. I am now being billed at $188.56 per month. I have called twice to complain and am told this is the correct charge and that the difference between the $188.56 price and the original $104.00 quote is "taxes, fees, and surcharges." Not only was I never warned about additional hidden charges, but even this explanation is a lie. My bill charges $13.25 per month for taxes, fees, and surcharges. CenturyLink misrepresented its price to me via the initial verbal quote, and now it is lying about it contrary to their own billing documentation.
CenturyLink appreciates Mr. giving us the opportunity to review our handling of his account, ***. I would like to apologize for the less than exemplary service that Mr. recently received from CenturyLink representatives. His comments are appreciated and, to improve customer service, will be investigated. Our representatives need to know the negative impact we have on customers when we fail to do our jobs well.
Our records indicate Mr.’s account was established on November 17, 2017. From the information provided in the Revdex.com complaint, Mr. was quoted $104 per month. Generally, the quoted rate does not include taxes, fees, and surcharges. Upon review of the November, December, and January bills, Mr. is billing at $106.97 before taxes, fees, and surcharges. I apologize for any confusion that occurred.
On Mr.’s December 25, 2017 bill, he is billing $13.25 for Taxes, Fees, and Surcharges for Local Services, as reflected on page 4 of the bill. However, this amount does not include the surcharges and fees reflected on the page 3 of the bill (2 Federal Access Charges, 2 Access Recovery Charges, Non-Telecom Svc Charge, Internet Cost Recovery Fee) and the Long Distance charges on page 5 of the bill. Mr. is billing correctly for the products and services on his account. CenturyLink is unable to provide service for $104 total with the products and services currently on the account.
In an effort to satisfy, an adjustment for the difference in the billed rate for November, December, and January and the quoted rate ($104) has been applied to the account. A credit for $254.32 was issued on February 6, 2018 and should be reflected on the February 25, 2018 bill. In addition, if Mr.’s decides to find a new provider, all Early Termination Fees that might be applied will be waived/adjusted. This offer is valid until March 7, 2018. Mr.’s needs to contact the Business Office (888 544-4495) by March 7, 2018 to have an order issued.
Mr. is a valued customer and I apologize he was not treated in this manner. CenturyLink regrets any inconvenience Mr. has experienced.
Margaret
CenturyLink Customer Advocacy
I signed up for century link internet in July of 2016 and when I signed up I was quoted $35 a month.. I agreed and set it up for auto draft. About 6 months later My internet stopped working so I called to have it fixed when I caleed they informed me that I had never made a payment and that I owe them $600-700 I don’t remember the exact price. After talking with them they realized that the mistake was on there end and they took off all the late fees but I still owed them over $300 even though I should have owed a little over $200 if I paid what I was quoted but I was tired of dealing with them and so I anyway. Well a few months later I had the exact same problem they were not auto drafting at this point I paid whatever I owed them and cancelled the account because I was tired of dealing with them. A few months later I received a bill for $303.93 for a early termination fee that they never told me about and not returning equipment that I did return. After refusing to help in any way I am refusing to pay for there terrible service.
CenturyLink appreciates the opportunity to review Mr.’ account, ***. Our records indicate Mr.’ account was established on July 27, 2016 on a 24-month promotion with term commitment. His Internet was billing at $44.95 per month. If Auto-Pay and Paperless billing would have been added, the monthly rate would have been $34.95 before taxes, fees, and surcharges. The account does not reflect Mr. added or attempted to add Auto-Pay. Mr. was billing correctly for the products and service on the account.
The account was suspended for non-payment on January 9, 2017 and June 12, 2017. The account was disconnected on July 12, 2017, with a June 12, 2017 effective bill date. The August 11, 2017 bill correctly reflected a $200 Early Termination Charge, as Mr. did not fulfil the 24-month commitment. On August 12, 2017, he was billed for the purchase price of the modem, as it had not been returned within thirty days of disconnection. The September 11, 2017 bill reflects a balance due of $303.93.
Mr. indicates in his Revdex.com complaint that the equipment has been returned. Our records do not reflect CenturyLink has received the modem. If Mr. can provide the tracking number, CenturyLink will adjust the equipment charges, in an effort to satisfy.
Margaret
CenturyLink Customer Advocacy
Our records indicate Mr. was quoted the 24-term commitment when he placed his order for new service on July 20, 2016. The link that was provided shows the current CenturyLink products, promotions, and rates. Currently, CenturyLink is offering a promotion that does not include a contract or term commitment, as reflected on our website. However, this promotion was not available when Mr. placed his order for new service in July 2016.
Mr. was being billed a monthly charge for his modem, which he was leasing. When his account was disconnected a return label packet was sent on July 14, 2017. The packet included return labels and instructions regarding returning the leased equipment. A second return label packet was requested and sent on September 20, 2017. As previously stated, CenturyLink records do not indicate the modem has been returned. However, if Mr. can provide the tracking number which shows the return, I would be happy to adjust the charge for the purchase of the modem.
Margaret
CenturyLink Customer Advocacy
Complaint: ***
I am rejecting this response because: I was told there was no contract by your salesman and I don’t have a tracking number because that was 6 months ago. But I have no way to pro it so I guess you lying *** will get you money.
Sincerely
I ordered services back in spring of 2017. I tested internet services as I work from home and the speeds were extremely too slow. I packed everything into box and sent out and called in to cancel this service within the thirty days. I cancelled everything. I then received a bill in August 2017. I called into customer service and spoke with a supervisor. The supervisor stated he could see I never used the services and he was cancelling my account and resetting it to zero. I was under the assumption this was taken care of until I received a bill January 2018.
I have reviewed the complaint from *** regarding disputed charges on a closed account. I show this issue has been resolved all charges have been adjusted the account has a zero balance. We apologize for the billing error and the frustration this issue has caused.
Sincerely,
Mr.T
Complaint: ***
I am rejecting this response because I just received email on Saturday February 3,2018 regarding my bill and a few minutes later another email saying my account is closed. I have no access to see that my account is closed whenever every month I'm receiving emails about my account bill being high and opened.
Sincerely
I have reviewed the reply from *** regarding her account status. The account *** is closed all charges were adjusted she can call 18002441111 to confirm or use our live chat help option on our website www.CenturyLink.com
Sincerely,
Mr.T
I called Centurylink to inquire about starting internet and phone service at my house. I spoke with a representative (Erika) based out of Tennessee on December 27, 2017. I was quoted a price of $110 per month for 1 gig internet and phone. There are notes in the Centurylink system which confirm this as well. When I received my first bill the monthly rate was $125. I called Centurylink on January 8, 2018 and was transferred to several people who said that nothing could be done about the price and eventually I spoke with a supervisor. She confirmed that Erika had quoted me $110 per month, but that there was nothing that they could do about this and that the price is $125 per month. This is a classic bait and switch practice which needs to be brought to the attention of Centurylink leadership. It appears that their sales representatives will quote lower that the actual rate to make the sale and then the customer only finds out about this bait and switch when they receive their first bill!
I have reviewed the complaint from *** regarding a misquoted price on his bundle package. I reviewed the account notes confirming *** statement unfortunately the 1GBPS internet isn't eligible for any additional discounts. We did give *** a one time credit of $100 to resolve the compliant on 1/8/18 he can cancel with no termination fees due to the misquote. We apologize for the misquote the Consultant was given feedback to ensure they don't make the same mistake again.
Sincerely,
Mr.T
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have requested multiple times that auto payments be removed from my account as it was causing insufficient charges in one of my bank accounts that I currently do not have funds in. Each time I was told that it had been turned off or would be after the transaction went through but that never happened. I was then given a case manager for my issue and they also claimed it was turned off on my account but I soon received another charge after that. This has resulted in $205.00 in insufficient charges from my bank alone (not including the first one which was my fault). Although one customer service rep gave me small credit to cover one transaction and special pricing the underlying issue is still not resolved.
Please Note: Before I spoke with customer service I did attempt to turn this off myself through the web portal but every time I am logged in my account info is unavailable because they have changed my account number but did not update my login to match.
I have reviewed the complaint from *** regarding problems trying to get his auto pay stopped. I reviewed the account notes showing this issue has been resolved I have credited the returned check fees on the January bill of $90.57. *** has been given credits for the previous charges associated with this issue. The credit will show on his next billing statement. If *** needs any further assistance with this AP issue he can contact our credit department 18002441111. We apologize for the time and frustration this has caused.
Sincerely,
Mr.T
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
After submitting this case the case manager assigned to me by CenturyLink was able to resolve all of my problems. She was quick to respond and explained why, the first time she said the Auto-payment we're disabled, it still tried to process the transaction. She also was able correct my account so my primary email was associated with my current account number which could I was told was not possible months ago by a customer service rep.
I thank the Revdex.com for assisting with this matter and CenturyLink for resolving the issue fully.
Sincerely
I signed up for centurylink internet because I was told (over the phone and in text - I still have the text messages) that I would have no charge if the service was too slow and I cancelled within 30 day. The service was slower than I needed and I cancelled within 30 days.
CenturyLink is now threatening to send a $180 bill to collections. I never would have signed up for the service if there wasn't a 30 day money back guarantee
I have received a copy of the Revdex.com complaint filed by Mr. ***, regarding a billing dispute. After investigation of Mr. account it has been found that this issue has previously been resolved. On 01/19/17 a credit was placed for the modem that was returned to us as well as for the $181.95 for the service charges charged. The account is now showing a zero balance and is completely closed. CenturyLink apologizes for the frustration encountered. Sincerely, Mr.
I called regarding my bill wanting to set up a post dated check so I can get my Internet turned on. The lady told me that it was nothing wrong with my Internet it was alive and all I needed to do was cut off the Internet and cut it back on so that’s what I did I told her it’s still not on so she transferred me to technical services where I was hung up on before I was able to even talk to somebody. Then when I call back I get hung up on again then when I call back they tell me that I have to wait till tomorrow to talk to somebody because you guys are now close. It is unprofessional and it’s not right that every time somebody wants to call y’all if you guys are about to go home or if the time is about to come you guys hang up on people . I just started school and now I can’t even login because I don’t have no damn internet. Lady then said just call tomorrow cause billing close but your internet shows live....she said she was training and had someone next to her. This is ridiculous now I’m going have to fail my first assignment because y’all playing games. Always something when I call either the auto system or just bring extra on the phone I’m sick and tired of it and I promise if my internet not on by tomorrow I’m going to the damn news on y’all sitting up there lying to get someone off the phone now I missed my assignment messing with them
I have received a copy of the Revdex.com complaint filed by Ms. ***, regarding a billing dispute. After investigation of Ms.s account it has been found that the account was placed on a suspension for the past due amount due on the account. Our records indicated that the service has since been restored on 01/09/17. CenturyLink apologizes for the frustration encountered. Sincerely, Mr. C
Complaint: ***
I am rejecting this response because: lady said nothing about the WiFi device I already sent in and has not credit my account I have the tracking number which revised over the phone an that is what making my account pass due I already sent it in and paid y’all. No manager ever called me back and the customer service is still rude
Sincerely
CenturyLink has exhausted all investigatory resources in regards to this issue. We have no new information to add and find our original investigation and response to be valid. Our records indicate that credits were added to the account on 01/26/18. PLease feel free to contact our team for team for any further assistance directly at 1-800-244-1111. CenturyLink has closed this complaint.
Sincerely, Mr. C
We are sopposed to get 1.5mbps, we actually get 0.9mbps, on a good day. Their customer service is terrible. They tried to expand past their capacity and according to the technicians we are 5miles out on a dsl line, dsl lines aren't sopposed to go past 2miles.
Century link is the worst provider yet that I have come across.
I originally asked for 20Mbps over the summer after they said they offered it at my address. They didn't even have a connection established then. When I called this winter they said they offer 10Mbps after months of checking with them. But it still was not connected... then they sent out a tech and he got it done.
Currently...
They refuse to do repairs.
They advertise they offer a specific speed then refuse to give it to you when you set up the contract with them. They give you a lower speed.
They throttle the speeds after the account has been set up. even though they claim they don't throttle their connections.
Their call center makes excuses to try and get rid of you. Instead of sending out a technician to fix the lines. also talked to the Escalation desk and their National desk and they refuse to get to someone to make the repairs to give the speeds they promised
$60 a month for 8Mbps is not reasonable, especially when they promised 10 with a upgrade to 20Mbps the following month.
Then they alter your account to state they only agreed to give you 8Mbps When it was originally 10Mbps. with a upgrade to 20Mbps.
I will never recommend Century link to anyone. With all the lies and manipulation, I am surprised to see them in business. I hope they go bankrupt or sell to someone who actually knows what they are doing and know how to treat customers right.
they are charging me for internet service that I no longer have with them . I canceled and sent there equipment back to them on September 19th 2017 but they are still charging be for the internet. I even canceled the phone service as well
I first ordered internet at the beginning of may in 2016. They promised I would receive my box on the 3rd it didn't arrive until the 6th. They proceeded to tell me it would work because people in my building have this company. I tried to install it and it didn't work they have to send someone out to install it. So that was another week that I was out internet and I was in nursing school at the time. My bill was all wrong got charged for days when I have no internet and charged wrong for purchasing modern (box). I have sent them multiple emails, usually every month, and tell them my bill is wrong. Some fix it and most don't leading me to call again to get help from someone else. I cancelled service because my bill went up to 55 dollars a month with no notice or change in service. They kept telling me there is nothing they can do. After 3 months I switched service to ***. Received a bill for 300 dollars the other day saying I didn't return the modem, well I bought it, so why would I return it. I was charged 9.99 for almost 2 years, so I bought it. I was told I could pay install of modem when first purchased in may of 16. They actually over charged me as I was to pay 10 month of it but on every bill I was charged! I have a limited income as a veteran and as someone who is in school, they were unwilling to help me to afford internet and then charge me with bogus fees.
I have received a copy of the Revdex.com complaint filed by Ms. ***, regarding a billing dispute. After investigation of Ms. account it has been found that the charges are valid and at this time we sustain the charges. Our investigation showed that Ms. failed to meet the promotional requirements of setting up auto payment and paperless billing which caused the rate to be $10 more a month. Our records also indicate that she was informed of this at the time of the installation and when she called regarding the rate on her monthly billing statements. Furthermore the account was under a 12 month service agreement which was broken so an early termination fee was assessed on the account for closing the account before the 12 months had expired. Our records also indicate that the customer was leasing the modem for $9.99 a month. We do not offer a lease to own program with our equipment. Customers have the option to lease a modem for $9.99 a month which carries a warranty for the whole time that it is leased. The second option is they can purchase a modem for $99.99 and we will warranty the modem for 1 year. We do not convert lease payments into the purchasing of a modem. The modem has not been returned after service was canceled therefor a unreturned equipment fee was also assessed on the account. We have sent another return label should Ms. choose to return the modem to us the unreturned equipment fee will be reversed. Please obtain a tracking number from *** for your records if the modem is shipped back. CenturyLink appreciates Ms. service to our country as a Veteran, and apologizes for the frustration she has expressed. Sincerely, Mr. C
Complaint: ***
I am rejecting this response because: these allegations are simple not true. I was told at the time of services ordered I could purchase the modem which I said yes. Then I was charged over and over again. Furthermore, I was not in a contract. I started services with you in May 2016, it's is now almost 2 years since then. Thus, a fee for early termination on 12 month is fraudulent. You don't help support veterans by raising prices and treating us this way, when we need nothing wrong. I am tired of this big business being a bully. I emailed and called multiple times for my bill to be corrected but you failed to do so at each time, scamming me out of my money.
Sincerely
CenturyLink has reviewed our previous responses to Ms. *** issue. Ms. did not provide any new information regarding her complaint. After careful consideration, we find our original investigation and response to be valid. CenturyLink has closed this complaint. Sincerely, Mr. C
We always have internet problems, just in past 6 months we have to call in at least once a month due to no connection and they sometimes can reset on their end and had to send out a tech once. Now we went down on Thursday 1.4.18 and still have no internet and its 1.7.18. Our business depends on internet and they sadly are the only provider in our area and they know that so they just don't care. On Thursday 1.4.18 they said they would overnight us a modem to see if that fixes it but come to find out Friday they never even mailed one. Now saying it will be here on Monday 1.8.18. We had a digital ip address and switched to a static ip address to help us with remote access and I think that is what caused the problem. However its not acceptable and my business is hurting over not having internet. I need your help. I at this point want 5 days credit unless not working on Monday, and I need reimbursed for 4 employees time who was at office and could not perform their jobs.
I have received a copy of the Revdex.com complaint filed by Mr. ***, regarding a billing dispute. After investigation of Mr. account it has been found that the service has since been restored and a credit was issued for the time without service. Our records also indicate that Mr. account is set up as a residential account and not a business account. CenturyLink apologizes for the frustration encountered. Sincerely, Mr. C
Complaint: ***
I am rejecting this response because: We can only use them for internet and our business could not run properly without Internet, had people on our team who had to try to use their internet on their phone for a hotspot. They need refunded for the use of their phones plus *** need not only a refund, but for the time down for our company. We call everyday begging for them to send someone out. We need more than just credit for account days.
Sincerely
CenturyLink has reviewed our previous responses to Mr. issue our records confirm that credit was provided for the time without services. CenturyLink understands the needs for businesses however this account is set up as a residential account. Therefor we have declined Mr. request for additional compensation. We would like to recommend that Mr. contact our business office and switch his services to business class for upgraded service and support to run a business with. CenturyLink has closed this complaint. Sincerely, Mr. C
My husband and I purchased internet service with CenturyLink when we bought our house in September of 2016. For the first year we were getting the 100MBPS we were paying for. Now, we are down to 5 or less ever single night. We have dealt with this for 6 months now! My husband calls every single night to complain and gets NOWHERE and receives NO ANSWERS on the problem. My husband works from home and is now facing issues at work because he cannot get the speeds he needs to work from home. CenturyLink sends people out during the day when there are no issues to be seen. This is a nightly occurrence and a lack of bandwidth to support the amount of people they crammed into our network. THEY SHOULD NOT BE ALLOWED TO SIGN MORE PEOPLE IN THIS AREA TILL THE ISSUE IS FIXED! we’re tired of being told it’s being “handled” and we’ve gone as far as having our neighborhood (130+ houses) sign a petition to get Charter in here. I’m currently working on getting a news story with a close friend on this outrageous issue that has not been resolved for 6 months or more.
I have received a copy of the Revdex.com complaint filed by Ms. ***, regarding a service dispute. After investigation of Ms. account it has been found that our systems are showing that the internet is trained at 100% and has been authenticated a 100% for the last 20 days. Our records indicate that this account has been compensated $158.47 for the troubles encountered for the temporary exhaust that our records shows has been resolved. CenturyLink apologizes for the frustration encountered. Sincerely,
Mr.
http://www.centurylink.com/home/help/account/how-to-cancel-your-centurylink-serv...⇄ />
Upon going to their website to cancel my account it tells you that you are able to call 1-800-201-4099 to cancel your account Mon.-Fri. 8am-7pm or Sat. 9am-2pm
I called January 6th approximately 10am Central time. I was told that the hours were Mon.-Fri. 8am-6pm only. I informed them that their website said otherwise. They did not cancel my account as stated they could on their website. I have had several connectivity issues with them the past few years and finally switched to *** in my area which most people already have left their service also.
CenturyLink appreciates Mr. giving us the opportunity to review the handling of his account. At CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our training.
Upon review,
I verified our web site only references to contact the toll-free number between 8 am – 6 pm Monday through Friday for all cancelation request. The hours and times as Mr. advised may have recently changed. CenturyLink appreciates Mr. feedback to help improve the quality for our customer service experience.
CenturyLink apologizes for any inconvenience or frustration this issue may have caused Mr..
JJ
CenturyLink Customer Advocacy Group
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely