Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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I cancelled my Century Link service due to my bill increasing every two to four months. I notified them on their e-mail link and followed the message up with a phone call. I asked them to send me something so I could return their equipment and gave them my new address (I was moving). After 30 days I contacted them to see if they were going to send me something so I could return their equipment. This was followed up with another call after 30 more days. Still no response, so I attempted to return the equipment to one of their stores. Stores in Fort Collins and Loveland had been closed, so I drove to Denver and gave them the box to mail back. They unpacked the box and gave me a receipt for the equipment I returned on December 8, 2017. I was sent a bill for the equipment again and contacted them by phone. They can’t find any record of me returning the equipment and have also charged me an early termination fee. I was on a month to month contract after my initial two year plan which ended 2 years 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.
Having verified the receipt of the equipment at the Denver retail location, CenturyLink has issued and adjustment of $334.60 which zero’s out the final bill.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
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.
I would add that Century Link has been very difficult to deal with. I made trips to Loveland and Fort Collins to stores that didn't exsist, after calling three times to get a coupon to return their equipment. I was also charged an early termination fee by them, after being on a month to month contract. I had no problem with the Television service or the internet service, but left them because the charges kept going up and they wouldn't honor what they had promised over the phone. I was left no option but to contact Revdex.com to get it resolved.
Sincerely
I was over billed by $1,000 over a 4 month period. That money was taken out of my checking account via automatic withdraw. Still haven't been credited all back after countless phone calls and confirmation numbers. I removed the automatic withdraw and since haven't paid and keep telling them I wont until I get my money back. Yesterday our service(internet) was turned off so I paid the balance of $281.xx to get the internet turned back on. Also been getting charged $13.98 per month for a modem. Didnt know I needed a new one. Was told in October by Suzette I could just pay $100 to buy it. I didnt know that was even an option. I have now paid $125.82 for it.
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.
All the adjustments except for the difference in the lease versus purchase option have been adjusted already.
I have issued an order (***) to remove the modem lease fee and issued a onetime adjustment of $50.00 to offset the modem lease fees already incurred or yet to incur on possibly one more statement.
The modem lease fee is $9.99 a month (which again, has been removed) and the additional $3.99 internet cost recovery fee is separate and cannot be removed.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
I was experiencing terrible quality of service and long outages beginning early this summer. When I called to request a repair for the second time after 2-3 months of poor service, (August 2017) I was told numerous times that I would be charged if they deemed me to be "at fault" for needing repair. I was also told I would receive a credit on my bill and a gift card when we discussed pricing. In December, I was charged more than double my monthly bill. When I called I was told that I had been on a 12-month promotion that was over, but August-December is not 12 months.
Other considerations that lead me to file a complaint 1) My SSN was still being used though I asked for it to be removed for my security and a PIN instead. 2) Bills were not received by mail. I did not authorize email only billing. 3) Excessive and burdensome marketing materials after requesting them to stop and while already being a customer 4) When I called to cancel I feel they were abusive with comments about me not verifying my account, etc.
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.
On the customers first statement in October of 2016 the following information was stipulated in writing in the confirmation letter and the bill itself:
“High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month 1 of 12”
Month two had the following stated on the bill:
“High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month 2 of 12”
Month 3 as follows:
“High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month 3 of 12”
Moving forward to the end of the term, the September bill stated as follows:
“High-Speed Internet with AutoPay & Paperless Bill Term Commitment Month 12 of 12”
Billing for October 2017 as did Part of November 2017 reflects the pricing that was also stated on each bill that it would increase to following the expiration of the term promotion.
In august the customer was given a one-time adjustment of $30.00 for service issues even though calls to tech support were not made or issues documented.
It is the customers responsibility to check billing each month and if there is any discrepancy report in a reasonable timeframe.
Paperless billing and automatic payment had to be agreed to at the time as the information needed to facilitate this is provided by the customer.
The customer’s request for an adjustment is unwarranted as there were new pricing options such as price for life available at the time the customer canceled service.
In lieu of this and the status of the account no adjustments will be given.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
MY internet was turned off. because of failure to pay (lost bill). Which is totally on me. wife called arranged for payment, said would turn internet back on. we work till 6 pm, so when we got home and checked it was still off, could not contact anyone because they were closed. I called the next day, was now told would take 24 hours, so the next night get home still not on, so call today the 28 Dec 2017. Was told you owe more money and has to be paid before we can turn the internet back on and would be another 24 hours. So I talk to a representative and explained in a nice way I was unhappy with the situation an they need to get it turned back on today. and that there people need to give the correct info from the start. The person I was talking to just kept telling me the whole thing was my fault. Which I explained yes the fact it was turned off was. But the fact that there people can not give a correct answer to resolve the problem was on them not me.
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.
Upon review of the account, the customers statements or recollection of events leading up to the suspension of service do not match the account notations.
The customer did not pay the first three bills and then was suspended.
The arrangement to pay the $128.16 to maintain the service was made and then rejected.
When this happened, the account was suspended for non-payment, the account was debited back for the rejected payment and the current months bill of $64.86 which due on December 30th, 2017 became due as well.
At this point the customer owed a total of 193.02.
The $128.16 was debited back on the account and this is the reason for the increased amount past due of 321.18 which was finally received to bring the account current and allowed the account to be restored.
The account prints the bill on the 10th of each month and the payment is due approximately 16-18 days later.
It is imperative that the customer staring with the first bill not 3 cycles later make timely payments to keep service active or the customer may be subject to a suspension of service.
The amounts quoted were correct but that payment failure is the reasons for the large amount due upon calling in again, not what was quote on a prior call.
The January bill that printed on the 10th of January was due by February 1st and if not paid will incur a late fee as well.
The customer may want to set up autopayment to avoid these issues or fees in the future.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
I enrolled for a business account that offered 20mb/s up, and 20 mb/s down for $79.99 a month. a month after I established an account, a sales person from CenturyLink stopped by and offered me an upgrade to 80mb/s up and 80mb/s down for $59.99 a month. I told her that I already had a business account , and she assured me that this upgrade would not mess up my account and I would only end up paying $59.99 a month for a Full Duplex account of 80mb/s up and down. Since that time, I have been charge $390 for the first month, $370 for the second month, $290 for the third month and $190 for this month. Every time I call in to try and fix the issue, they can not locate my account with my account number, address, phone number or name. It takes 15-20 minutes with each operator before I get cold transferred and have to start the process all over again until they get sick of transferring me around and just hang up.
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 account in question ending in *** has been canceled and an adjustment totaling $439.53 has been issued on January 30th, 2018.
This refund should be received in a form of a check no later than 14 business days from that date.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
I have notified Century Link 5-6 times about issues with my internet. They schedule a tech and he never shows up. 3 times I tried that. Was suppose to have a tech come out on 12.28.17. Take off work again and tech doesn't show. I do a 2 hour chat with a supervisor requested and they say I have to reschedule again. The customer service attempts to keep you on the line asking the same questions over and over to discourage you.
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.
Looking at statistical analysis over the last thirty days, the line appears to be very stable and the connection rate up and down at better than 117% of the purchased price.
If the customer is testing speeds using the Wi-Fi connection, these are not guaranteed as there too many physical obstacles that may interfere with the transmission of the Wi-Fi signal.
The customer should test the connection speed with a device that is hard wired to the modem ad run the following speed test:
http://internethelp.centurylink.com/internethelp/zam-speed-test.html
This test is run on the Centurylink network and provides the ability for technical support to trace the path and where there could be possible issues on the network.
It may also lie within the customers inside wiring.
If after running this test, hard wired to the modem the customer gets numbers that are not at least in the up to 85% of the rate expected they may contact me directly at *** with the results and the issue will escalated to our tier two group for review and assistance.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
Tell us why here...
I signed up for service and was told my bill would be 24.99 a mouth plus fees this was all in September I have been billed 124.99 every month. So I have had to call almost every month to get it fix now they told me I have to pay 55 dollars a month and that they wouldn’t give me the price I was quoted and if I had a problem with it I can find a new provider.
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 September 7, 2017 and disconnected on January 11, 2018. He received two credits due to the alleged billing error; $236.73 on October 31st and $211.86 on December 28th. CenturyLink regrets any inconvenience Mr. has experienced.
Margaret
CenturyLink Customer Advocacy
Unfortunately, the promotion offered to Mr. in September 2017 is no longer available. Thus, he was allowed to disconnect without penalty. Credits were applied to the account for the difference in rates, while the account was active. CenturyLinkregrets the problems Mr. experienced.
Margaret
CenturyLink Customer Advocacy
Complaint: ***
I am rejecting this response because: if I had a contract With you you wouldn’t let me out without penalties I was offered something it shows in my account and I was then forced to leave this is why you gave me credits I’m sorry that you can’t see how you have treated me by telling me if I didn’t leave I would have to pay 125 a month and that you weren’t going to give me the deal you promised I’m sure a lawyer would feel I was in the right and you can’t go threatening your costumers because you were in the wrong
Sincerely
We are putting a phone into our new business and requested a certain phone number. An email was sent back to us on when they would be there to hook up the phone and that would be our number. Since this a building that is being completely reconstructed we have been updating all the lines. When they got there to hook up the phone the employees of centurylink inform me they had given my phone number to someone else even though I had an email confirming my number and then proceeded to tell me that when I was removing all the lines in this building I cut phone service to 5 businesses. Now the building I am working on was schelduled for demolition a year ago and has now been brought up to code and all the phone lines in a two block radius run through one building. That means if we had tore down this building instead of restoring it the businesses would have lost there service. The employees were rude and informed I would have to pay 3000 dollars to fix their mistake. They were also rude when I showed them my email confirmation about my phone number I was suppose to have.
CenturyLink appreciates Mr. writing regarding his recent experience with our company. I regret to inform Mr. that he did not include sufficient information for CenturyLink to conduct an investigation. I was unable to locate an account with the limited information on the Revdex.com complaint.
In order to investigate the complaint, more information needs to be provided. The business name and/or address, the order number, the telephone numbers he is referring to in the Revdex.com complaint, a copy of the confirmation email, the name of the CenturyLink representative(s) he has been working with, or any other information that would assist with an investigation and/or locating Mr.’s CenturyLink account number.
Once more information is provided, CenturyLink will be happy to investigate Mr.’s concerns. I regret any inconvenience this may cause.
***
Customer Advocacy Group
Since signing a contract with CenturyLink I have had issues with my internet. I have called them on multiple occasions to fix the issues and every time they have told me they fixed it. However the internet was never fixed even after they had sent a technician out. Only after my father visited, who is a technician, came and diagnosed the issue was I able to call CenturyLink and tell them of the issue so they could fix it. They then proceeded to tell me that my modem is bad but no longer under warranty and I would have to purchase a new one. My issue with this is that the times I called them before when it was not working they were unable to diagnose the problem and never even looked at my modem, while my modem was still under warranty. I do not believe that I should have to pay for a new one when they did not figure out the issue before when I had called. When speaking to CenturyLink they told me that it was my fault that I had not ordered a new modem while it was under warranty.
CenturyLink appreciates the opportunity to review Ms. account, *** A Broadband Escalation Representative has reviewed Ms. repair history. Our records indicate several repair tickets were opened from December 2016 to December 2017. The last call on December 27, 2017 was regarding slow internet speeds. The agent walked the customer through troubleshooting to compare wired and wireless connections. It was determined that Ms. was experiencing wireless issues, which mostly likely indicates a problem with a modem. A new modem was recommended and Ms. was advised her current modem was out of warranty.
The only other repair call related to wireless speed was on May 26, 2017. The agent corrected the issued by the end of the call. The other repair calls were related to network issues or outages. Since there were no repair reports regarding the wireless speed from May to December, the HSI Escalation Representative concluded that the December speed issue is probably a new issue. The problem could be related to the modem, which might need to be replaced. CenturyLink respectfully denies Ms. request for a free modem.
Margaret
CenturyLink Customer Advocacy
I had internet service with CenturyLink and had decided to cancel my service. Service was cancelled on or about Oct. 29th. My account was never closed. Instead I was charged again, which was reversed after several phone calls. I am still owed a partial refund which I have not received yet. This is confirmed with every person I've spoken to at Century Link. I just received a bill for $26.59 that is set to clear on the Jan 6th. Another thing that keeps changing is the amount of the prorated refund (declining).
I have made well over a dozen calls to Century Link to have this resolved and every time the person I speak to says it will be taken care of. I am tired of dealing with them.
CenturyLink appreciates the opportunity to review Mr. account, ***. Our records indicate Mr. spoke with a representative on November 6, 2017 to disconnect his account. Prior to the disconnection, an October 19, 2017 bill was issued for service from October 19 to November 18, 2017. A payment for the October bill was received but refund back to Mr. on November 9, 2017, per his request.
Since the October payment was refunded, the November 7, 2017 Closing bill reflected a past due balance for $79.77 for the October bill, a $37.47 credit for service that was billed from November 7 to November 19, 2017, leaving a balance due for $42.30 for service from October 19 to November 7. A payment for $42.30 was received on November 28, 2017.
Mr. spoke with a representative on December 4, 2017. A credit for $26.59 was issued, as Mr. claimed he was without service from October 24 to November 2, 2017. A December 19, 2017 Revised Closing bill was issued, reflecting a credit balance of $26.59. A refund check was issued on December 22, 2017 and cashed on January 12, 2018.
Margaret
CenturyLink Customer Advocacy
statement date for billing is 1st of month maling date unknown-I receive the bill in the mail now about the 15th-20th of the month with the due date is the 22nd of the month.
I mail bill within about 4 days but mail takes about 10 days to get to center which puts it in after the 1st and Century Link then charges a late fee. Called Century Link and they said they can do nothing as this is a mailing problem but to keep calling and they would cancel the fee.
I should not have to call every bill and need more time for mail to be delivered also if they would mail bill earlier would help.
CenturyLink appreciates Mr. expressing his concerns regarding our bill and pay-by dates. Mr. bill date is the 1st of each month. A customer’s bill is assigned a pay-by date based on state Public Utilities Commission rules. In Colorado, the pay-by date is 15 calendar days from the bill mail date. The bill mail date is the fourth working day after the billing date, starting with the billing date as day one. CenturyLink bills are printed and mailed within a few days following the bill date. Generally, customer can expect to receive their paper bill within ten days following the bill date. Because the pay-by-dates are assigned by PUC rules, changing Mr. bill date will not increase the length of time between the bill date and pay-by date.
If customers are experiencing delays in receiving their monthly bill, they also have the option to view bills on-line and/or request paperless billing. eBills are available to all customers and are available for viewing 3-4 days following the customer’s bill date. The eBill provides a link to view and print the itemized bill detail.
Margaret
CenturyLink Customer Advocacy
Complaint: ***
I am rejecting this response because:Century Link will still charge a late fee as bill payment will always arrive late. I receive bill about the 17th of the month and it will take another 10-15 days to be at Century Link'
This is now stanard for US mail. Century Link just needs to waive this late fee.
Sincerely
CenturyLink customers have several payment options they can utilize to avoid Late Payment Charges, if they feel US mail is insufficient.
Customers can pay online via CenturyLink.com with Quick Bill Pay or their MyAccount using Electronic Funds Transfer payments (on checking or savings accounts) or CCPO (debit or credit cards).
Customers can also establish an automatic payment option with their credit or debit card or bank account.
Customers can use Online Bill Pay through their banking institution.
Customer can also utilize outside payment agencies. A list of locations can be found at CenturyLink.com.
Customer may call CenturyLink and make a payment over the phone with a representative.
Please keep in mind some options may also have a processing fee.
Margaret
CenturyLink Customer Advocacy
Approximately November 2016 we cancelled Century Link and changed to *** to do a bundle.
After six months we started to get statements from Century Link. Come to find out they put us on a six month suspension.
What? They were also charging us $18.00 a month while on suspension. After writing, calling etc. they finally cancelled us I guess on paper. We were not hooked up to their motem since November 2016. It is ridiculous to have to pay them 113.00 when we weren't using them. They are very unscrupulous company. Don't know how they stay in business.
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. agreed to place his account on vacation suspension on November 22, 2016. The order included a six-month promotional discount, which off-set the monthly cost for six months. The account was disconnected on November 28, 2017. In an effort to satisfy, a credit for $113.93 was issued on January 18, 2018. The account currently reflects a zero-balance due.
CenturyLink regrets any inconvenience Mr. experienced.
Margaret
CenturyLink Customer Advocacy
On Oct 12th I filed a disconnect notice D73901415. On Oct 13th Century link send me a packaging to return modem (Label L0Z***8058). I returned the modem that week. In late Oct, Century Link sent me a check (#***0) for the final refund on my account. I thought everything was done and over. 2 months later they are hassling me, threatening collections, and telling me I have to prove I sent the modem back. This is all so very strange. If I never sent the modem back, why did they send me my final check??? If I never sent the modem back, they would have surely contacted me much sooner than 12/27. I've called them several times to try and resolve and they keep saying the same thing. That I am to pay the $108 or prove I sent the modem or go to collection. I'm quite sure this is a scam.
CenturyLink appreciates the opportunity to review Mr. account, 303 442-9683 191. Our records indicate the account was disconnected on October 13, 2017, with a September 12, 2017 effective bill date. The September 12, 2017 Closing bill was issued, reflecting a credit balance of $97.95. As noted on the bill, CenturyLink mails the refund within 7 days. Since customer’s have thirty days to return the equipment, the refund check may be mailed before a customer’s equipment is returned.
CenturyLink records do not indicate Mr. modem has been returned. Thus, he was correctly billed the purchase price of the equipment on December 13, 2017. Mr. provided a label number but I was unable to locate this number on the ups.com website, which is used to verify the equipment was returned to CenturyLink. Since CenturyLink cannot verify the equipment has been returned, we respectfully deny Mr. request to adjust the modem charge.
***
CenturyLink Customer Advocacy
We started using Centurylink on October 17th in conjunction with Direct TV. Promotional between the two. We still don't have promised services from them. First billing was not done as promised. Because we can't use on demand with Direct TV because Centurylink modem is not giving us promised speed to work with Direct TV, 2 computers and 2 phones. Centurylink sent technician out to see why we still don't have proper speed. Gave us bigger modem. Still didn't help problem and they want to charge us $85 for that visit. They have not provided us with proper service since October 17th. We still can't get what we promised. We should not have to pay $85. They should have to fix the problem.
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.
I have looked at the technical statistics for this customer’s line and they are at or above the speed they purchased.
The charge of $85.00 is disclosed for the purpose of informing the customer that if the issue is in the home (or anywhere past the network interface outside where the connection point is) then there is a fee.
If the issue is on the CenturyLink side of the connection there isn’t a fee for the visit or repair.
If the customer is using the Wi-Fi to connect all these devices that could be the issue too as many physical barriers in a home limit where and what speeds devices will get and are not guaranteed for this reason.
For something like On-Demand it is recommended that the TV be connected directly to the modem via an Ethernet cable.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
I am being billed for internet services that I never activated or used- as follows;
At the end of Oct 2017 I ordered internet service through my local provider in ***, Or. I was given the option of performing a self-install (which was free with very detailed instructions that would be included with the modem) or paying $80 to have a technician come to my home to install the modem. I chose to do the install myself.
After receiving the modem on 10/27, numerous unsuccessful attempts (spanning 2 days) were made to activate the modem. Even though the instructions were followed precisely the modem did not perform. I called Century Link and was told they could send a tech out for $120 to resolve the issue. I told them I would be returning the modem and did not want the service.
On 10/30 I sent the modem back via *** to Century Link per the included return label that came with the modem upon arrival. Per *** tracking the modem was received on 11/3/17 at their facility in New Century, KS.
On 11/5/17, I received a bill in the mail from Century Link in the amount of $62.33 for service dates 11/1 thru 12/1/17. I called Century Link to explain that I had returned the modem without ever activating the service due to not being able to get the modem to activate. I was told by the Century Link rep that the account would be closed and the balance due would "be taken care of".
Forward to 12/5/17, I received a second bill from Century Link in the amount of $105.00. Showing a past due amount of $62.33 (previous months billing amount) plus the monthly charges for 12/1/17 thru 1/1/18. I contacted Century Link on line chat (chatted with Chris). I explained the issues with him. He told me he could see in their system that the modem had been returned and had not been activated. He gave me the phone number of their "Retention Department" at 866-961-2650. He said once I cancelled the service I would receive a full credit.
Today, 12/27/17, I called the Retention Department at Century Link and spoke with Tonya. Again- I explained the issue with the outstanding bill. She put me on hold and came back and offered to send a Tech to my home with another modem at NO CHARGE to provide service to me. I asked why they had not offered the No Charge previously... she stated that they were not running the "special" then. I explained that since I use my internet connection for my Home Business I already had a service provider that I was pleased with and did not need their service. She put me on hold again- then came back and stated that if I was unwilling to install their service, and closed this account, I would be responsible to pay the $105 that was due on the account. I became livid at this point and told her that I was going to report them to the Revdex.com and asked to speak with a supervisor. She put me on hold again... I sat there for approximately 7 minutes before I had to hang up to answer a business call. When I got the opportunity I came to the Revdex.com website to file a complaint- the first page had a contact number to call per Century Link's request. I called the number provided and spoke with Brijith- she would not put me through to a supervisor and told me I would need to call the "Loyalty Department" at 844-275-9829. I called this number and they refused to speak with me because I am the wife (***) of the account holder *** They asked him to call them- I explained that he is a long haul truck driver and it is not conducive for him to handle business over the phone due to the nature of his business.
This has been very frustrating- I have explained the issues over and over again to Century Link and keep getting the run around. It sounds like this is some sort of unfair billing practice on their part and they need to be stopped.
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint rejection.
CenturyLink considers the customer offer as reasonable given the current pricing on the services in question.
Prior to this reply, the account has been disconnected and all charges have been negated.
No collection activity has been initiated as there is no balance and therefore no credit bureau would be notified.
CenturyLink provides that this is sufficient to close this complaint as resolved.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
In July I called Centruylink customer support line to cancel my service that I had started in January. I was not aware that I was under contract, as the salesperson I had spoken to in January had informed me I was opening a service without a contract, but to my surprise, when I called to cancel, I was told that I had signed a year long TV and internet contract and it would cost $400 to terminate. Instead of terminating in July I worked with a representative to lower my monthly rate and finish out the year-long contract because it would be cheaper than canceling the service.
I recently called Centurylink customer service line to cancel my service effective January 4th (end of contract), but I was told that I am in month 6 of 12 (began in July) of an internet contract and that I cannot cancel without paying $200. You can imagine my surprise when I was told that I had agreed to a 12 month contract during the very phone call I had made in July when I was trying to cancel my service. I DID NOT agree to a 12-month contract of any kind during that July call (I was calling to cancel). The representative today told me that I had agreed to Autopay, which includes a 12-month contract agreement. I assure you, I was NOT informed of any contract obligation tied to the autopay service over the phone, through email, mail, or through any other medium. I've looked through the Centurylink website and found no mention of a year-long contract.
I did not agree to a 12-month contract in July, and I expect Centurylink to release me from the contract immediately, as you had no right to start a 12-month contract without my informed consent and I expect them to cancel my internet service with no cost to me. I expect to be compensated for the many hours I've spent on the phone and computer trying to resolve this issue. I expect this to be resolved within one week of Centutylink's receipt of this communication.
I write to the Revdex.com because I know that this is a widespread problem, and these deceiving billing and contract practices are not unique to myself.
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint rejection.
CenturyLink considers the customer offer as reasonable given the current pricing on the services in question.
Prior to this reply, the customer also sent the same complaint to the FCC and the state attorney general’s office.
The customer already received a response to the FCC complaint of which the following resolution was provided:
“CenturyLink has completed a review of the complaint filed by ***. Mr. claims he was not aware that he was under contract, and that the salesperson informed him he was opening a service without a contract. He says he called to cancel and was told that he had a year-long TV and internet contract and it would cost $400 to terminate, so he worked with a representative to lower his monthly rate to finish out the year-long contract. He says he called CenturyLink to cancel his service effective January 4th, but was told that he is in month 6 of 12 and that he cannot cancel without paying $200. He expects CenturyLink to release him from the contract with no cost to him. He also expects to be compensated for the many hours spent on the phone and computer trying to resolve this issue.
CenturyLink pulled the January sales call and determined that Mr. was advised of the contract and the early termination fee for cancelling before the end of the commitment. In addition, his bill showed the expiration date each month:
You are receiving a reduced monthly rate for your High-Speed Internet service because of your 12-month term commitment. When your current agreement expires on 01-12-2018 your monthly rate will change to the standard rate.
Prism TV service was disconnected on July 3, 2017 with no early termination charge. The internet appeared to be placed on a new contract when he moved; however, the contract expiration date was January 12, 2018, the original expiration date. Records indicate that the account has been disconnected as of January 12, 2018. Since the original contract was completed, no early termination fee was billed. Mr.’s request for additional compensation is denied.”
Further review of the account regarding the complaint submitted to the Revdex.com confirms the afore mentioned reply to be accurate and correct.
CenturyLink provides that this is sufficient to close this complaint as resolved.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
Century link did not show up to their schedule internet set up date. I called and confirmed and 2 hours later got a cancellation voicemail setting up a time they decided on without speaking to us.
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 last remaining charges on the account were for equipment that was not returned within the required 30 days.
Having verified that the equipment was eventually received, the last remaining bill has been adjusted to $0.00.
CenturyLink provides that this is sufficient to close this complaint as resolved.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
When we sigh up for inter net we did contracts for 2 years ,I called them several times about my internet slow or not working right so I had it canceled ,when I called them back the lady told me she can't sale me the Internet now because its against the law it should have never been sold to me
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 issue currently is that there isn’t internet to be offered through Centurylink at this address now.
This could be for a myriad of reasons, none of which involve the legality of providing service in any given market; either we do or we do not.
Just because the former customer could get internet service from Centurylink at a previous time does not mean that it will always be the case in any given market.
Again, it is currently unavailable at this address.
Until such time the company decides to extend the capacity or the coverage of the network in the area the former customer will have to look for alternative internet service providers.
CenturyLink Internet is not available in all places due to proprietary network marketing strategies the company employs.
CenturyLink apologizes that someone gave the customer completely incorrect information regarding the availability of internet through Centurylink; it simply is incorrect.
That said, the request to provide monetary compensation for something that was stated but incorrect, without merit and having no adverse effect on the services previously provided, the requested compensation will not be granted.
CenturyLink provides that this is sufficient to close this complaint as resolved.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
My experience with century Link it has been very disappointed. First, the CS. Rep told me one price ... The following month it was continually change ( not in my advantage, of course) always increasing with no notification although when I asked soooo many times that the price of the service will be fixed.
The CS department is not very helpful and the IT department is even worst.
We change the service to only have internet and they said that it only going to take couple hours... Then, as you can imagine, it was not. Basically all day without internet or any other service.
A truly unpleasant experience.
I got behind on my bill when we had to file bankruptcy. Century Link kept adding late fees on top of what we owed at the time. I tried to tell them to stop adding the late fees and our bill wouldn't be so out of reach for us to pay. Whom ever I talked with was very rude and said they couldn't do that, because it was our fault for not paying on time.
CenturyLink appreciates Mrs. giving us the opportunity to review the handling of her account. At CenturyLink, we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.
Upon review,
I verified Mrs. has already been given courtesy credits for previous late payment fees. Due to correct late payment charges billed, no further credits are warranted.
***
CenturyLink Customer Advocacy Group