Lumen Technologies

I am an essential worker currently working remotely due to COVID-19. The use of the internet is vital in my role however; my internet has been unavailable since July 23, 2020. After being on hold for over 40mins I was informed by a tech rep that someone needed to come out to my home. Per the tech rep, the first available appointment is August 5, 2020 this date unacceptable. This will be almost two weeks without being able to do my job. After several hours on the phone with supervisors and managers, nothing was accomplished regarding getting someone to restore my internet sooner. I find it ironic, when I got the service just a month ago someone was able to come out the very NEXT day. Now, that I am a customer this company feels as though they can provide terrible customer service. CenturyLink promotes itself as having fast internet and great customer service. Unfortunately, they are not living up to the values, which they are promoting. All, I am asking is for someone to repair my internet so I can earn a living. Lastly, no rep has mention anything about a credit towards my bill.

First I had major trouble simply cancelling my service. I could not do it online, I had to call. I was then put on hold and it took several calls and about 90 min total to cancel the service. Now I got a bill for an unreturned modem. It is > 100$ !! I never never ever received any instructions that 1/ I had to return the modem, 2/ how to. I demand that I can still return it, be it late and the fee gets waived

We were without internet service from 3/29/20 to 7/23/20. We built a new home and had asked for a new Centurylink service. This service was going to have to be for a completely new rural location. In February I called to have this service started for our new home and the representative stated that I will need to call 2 weeks prior to moving into our new home to transfer service. I tried to explain to him that this was not a typical installation. He assured me that if I called 2 wks prior to the move I would have service to the house. After countless hours of on hold and speaking with representatives that would continuously give us the run around, finally on 7/23/20 we had our service connected! (ALSMOST 4 MONTHS!!!!!)
On top of all that towards the end of February I was out of service at our main residence for 2 wks due to a technician doing a repair on our neighbors internet service (This happen twice due to Centurylink contractors coming out and then the technician had to come back to fix what the contractors did!!!)
We couldn't even keep our existing email address which has inconvenienced us tremendously!!!
Centurylink is the most inept company I ever had encountered. I wish I could give them 0 stars but that wasn't an option.

Century Link has made it very difficult to work with. I’ve been trying for over a week to turn on internet at my apartment and I get different answers every time I call and then get told that I don’t even have an account when I set it up days before. I’ve also had to cancel before when I moved and was on hold for 45+ min and then had to fight with them constantly to just discontinue service. I’m at the point right now that I will be going through my phone service for internet just so I don’t have to fight with someone every time I call.

Called tech support about my internet not working. They told me that because CenturyLink has exhausted our lines in my area that I won’t get service because the lines can’t handle the amount of customers on the lines. I pay for my internet service, my wife works from home due to the Coronavirus and they are purposefully hurting their consumers by taking their money knowing they can’t use the service they are paying for.

I have had CenturyLink for over a decade and I was told fiber would be more reliable

Our company contacted CenturyLink via phone asking for a quote for business wireless internet service at ***. We were told in order to get a quote, we had to set up an account advising us that business line drops were FREE. The engineer contacted us and showed us an aerial of our property and after further discussion, we were told there would be a charge of $800 for the line drop. The owners discussed our options and decided to NOT proceed as we did not have that in our budget and asked to cancel the account.

A few weeks later, an UNMARKED and UNIDENTIFIED vehicle pulling a trailer came to our business stating he had a work order to bring the century link line in. This "technician" had NO ID or other proof of this "work order" and only wanted to show us his work order. We clearly told him we did not authorize any work order and demanded he leave. We asked him to have Century Link confirm we had not authorized the work and had asked Century Link to cancel our account they said we must have to get a quote.

Century Link has now put us in collection, and we are getting harrassed by their collections people. We have never received any invoices and know nothing about this bill. The collections people were asked to send us a copy of our signature authorizing any services, and all they send us is an invoice for services which were NEVER RENDERED, nor approved.

We are being threatened with legal action for services we did not authorize, nor contract and which we never received a bill.

Since moving December of 2019, I have not continued internet services with CenturyLink. I had called to disconnect before moving at the end of November 2019. Instead of canceling my service, they made a request to transfer services to my new address (I did not request). Called back December to settle final bill once received in the mail, and was told the service had not been canceled like I requested. I paid for the full month of December (although I did not Receive services in the month of December), just so I could settle and close out my account. At that time they said they would go ahead and cancel my account and services and cancel the request to transfer services to my new address, and that I would be no longer billed. The following month, I was automatically charged from my bank account. I called once more to find out why I am still being charged they said that my account was still not canceled, and went ahead and processed another cancellation. Again, assuring me I would no longer be charged. I was issued a refund to my account, then was charged a few days later again for the next month. I called again and explained I was still being charged for services I am not receiving from them, they again issued another refund, and have continued to charge me every month. I have since contacted my bank, who have generously refunded the fraudulent charges and have gone after CenturyLink for that money. Century link has also been blocked from taking funds from my bank account, but I am still occurring a balance in their system. Now CenturyLink is coming after me Again, for that same amount plus occurring every month since then. Century link has randomly sent me a check refund for one month that I have not cashed because we are even at this time. I want to stop occurring a balance and being fraudulently charged by CenturyLink. I am not requesting any funds from them at this time. I am still being harassed by email notifications saying I have an outstanding balance with them, that I need to stop before it gets to Collections. I have really tried my best to settle this with century link directly but unfortunately have gotten nowhere with any of their customer service representatives. I have filed a dispute through them that has gone nowhere, I have asked to talk to supervisors which has been refused, I have called CenturyLink headquarters directly and was hung up on. I have spent countless hours since December 2019 on hold, talking on the phone with Multiple representatives from various departments, who have been unable to help. The last customer service representative I spoke to was extremely rude. I asked to speak with her supervisor and she said she was not there right now. I asked if she had any corporate office or Headquarters contact information she could provide, and was completely unwilling to provide the information. She put me on hold for about five minutes came back and gave me a PO Box number in Seattle Washington with attitude. I asked if this was a corporate location, and she responded it was the only *** address she could find. I told her I did not appreciate the way she was talking to me and if there was anyone else I could speak to. She said she could transfer me to the billing department and sent me into their customer service queue with the wait time of over an hour, which is pretty typical whenever I call Century link. At this point, I am feeling, stressed out, harassed, disrespected, and feel deserving of some kind of pain and suffering compensation. I need some help on this matter!
Thank you for your time.

Kaylen & Simon *** Account # *** One of many cancellation Reference#

Centurylink sent a bill for a past duplicate account (2015-17) to a collection agency. I called consumer support at Centurylink and a person confirmed that at a former residence Centurylink service was charged under two accounts. One account was closed and paid in full. The other account was billed for same time period as the legitimate account. Centurylink did not contact me, but instead turned the charges for the duplicate account over to a collection agency. The collection agency has billed me.I have tried to remedy this problem by calling Centurylink. I was transferred to seven different persons, over a 30 minute period, being left on hold for the last 15 minutes before disconnecting the call. Many of the persons who I was connected with were unintelligible.

is a third party biller for CenturyLink and their telephone book. We closed our business and switched the old business line to my personal line and deleted the old personal. We advised CenturyLink that we don't need nor want a yellow pages ad as the business is closed as of the beginning of the year. When I received my phone bill, it was messed up. I called CenturyLink and asked what that $25.00 charge was as we didn't need the phone advertisement. They gave credit to our phone account. This happened for 5 months and it finally got straightened out. Then in July, we receive an advertising invoice summary stating that we owe *** $75.00. I was floored and couldn't understand why since CenturyLink NEVER told us to contact ***. We already informed CenturyLink that we didn't need the ad. So, I call *** and got a very rude lady stating that we needed to have cancelled with THEM prior to book publish. How were we to know? She refused to listen and then stated she will cancel, but we owe the $75.00 plus $3.00/month until May 2021. This is Bull. No communication and I want a response. CenturyLink stated that they will have *** contact us-never happened. CenturyLink NEVER informed us we needed to contact ***, just "gave credit", which actually amounted to nothing since we still are to pay this with the third party. It took them forever to get the business to personal correct.

Installed an internet box on the exterior of my house and I was never a customer. Never offered anything to compensate and never received a sorry. They only could cover up what they did and my house in not the same just because 1 or more people did not do their job. I was also lied to about work being done. I asked the technicians through my ring doorbell if work was done and they said no. After all this I have a damaged exterior wall and about 3 hours of being on the phone and using chat online with customer service just to try and get this fixed......remember I was never even a customer...
Horrible horrible business.

Received a bill from Century Link that included charges for equipment that they are responsible for. This is the send time we had same problem, their equipment to ours. Happens after strong thunderstorms. Called them, they say it is out problem, billed us $95.00 as an "trouble isolation charge"?

I called CenturyLink on 7/10/20 to cancel my services, as I was going to stay with someone who already had internet, until I buy a house in 6-8 months. The customer service lady 1st tried talking me into keeping my services for that 6-8 months and paying for it to simply make the transition easier when I did move...no thanks, I will keep the $360-$500 instead of paying for something I would not be using. Then she offered to waive the next months fee if I kept it. Again, I declined. So she insisted that she had to wait until the end of the billing cycle on 7/13/20 to cancel my services. So, I logged on to pay my final bill...and they had charged me for services 7/13 - 8/12. I tried several times to contact them via the online chat...and kept getting referred to call customer service. When I tried calling customer service I was told of an hour and a half wait time and that I could leave my name and number for a call back...which I did and never got the call back. Today, I finally got someone to chat about it and she said they would not waive the charges because the services were cancelled on the 13th and that is the start of a new billing cycle. I explained that I cancelled on the 10th and the lady said they had to wait until the end of the billing cycle and she just kept saying that they don't prorate and since my service was cancelled on the 13th I had to pay 7/13-8/12. I didn't cancel on the 13th, I did on the 10th! I definitely feel like they scammed me into the 13th date to make me pay another full months of service since they couldn't convince me to pay for the services I wasn't going to be using. And to top it off, I am being charged a $15 late fee on what should have been my final bill because I refuse to pay until they remove those charges. I had every intention of returning to CenturyLink, but I won't be now.

Called several times CLink and been transferred so many times back, Finance dept was the last one and I was explaining to Representative and I was transfer again back to customer service as they will need to answer my question according to Finance employee. He did not asked me to get transferred went rude on me and did it. All I am looking is Century Link to explain why I've been charged Sales Tax combined (AZ Stare, City of Tucson, and Pima County combined) at 20.70% The city State Tax I've been charged is 14.60% way higher than AZ State 5.6%, it does no make sense. NO one can answer the questions for me. HOw they calculate the amount of tax I am being charged also I'd like to have explained. I look on my Century Link dated Century Link bill 8/13/2016 and I was charged on it AZ-City of Tucson-Pima County Sales tax Combined at 13.60% (again CIty Sales Tax Higher than *** webplace states. I did not see any bill dated before 2016 but I need Century Link to audit my account and explain to me the charges and do billing adjustment to my account if they charged me wrong all these years.

Phone service has been out since May 25, 2020 due to the main phone line not being buried as it should be. They claim to send out technicians but they never come fix the problem. There have been multipule calls for repair by 3 members of the family on behalf of my 86 year old grandmother to get her phone working. But it never gets fixed. When we call the local manager and leave messages he never returns a call.

I had to use the c/s rep to setup a pay by phone because the IVR couldn't locate my account number. The rep in a off shore office put in the wrong dollar amount & submitted the payment before reading the disclosure, I stopped her and told her the payment amount is $180.88 & not $188.80 but she already submitted the payment and then ran another payment in the correct amount of $180.88 plus the $3.50 fee again. The rep said she had backed out the payment but I got an email with the confirmation for both payments. When I called on 7/16/20 another representative told her she saw the corrections and I should have the payment credited back to me within 2-3 business days. Again no payment was refunded to me. I called yet again today 7/21/20 & spoke to an off shore representative who now tells me a check will be issued to me within 10-15 business days. I asked to speak with a supervisor & was told one would return my call. Well they never did so I called again & finally transferred to an off shore supervisor who first said a refund had been issued to me and then changed her story and said a check in amount of $188.80 would be sent to me. I demanded to be transferred back to the United States but was told she could not transfer to the States. This IS NOT my error, this is Century Link's error, I did not authorize the first payment & she processed it anyway and after 25 minutes of her fumbling and mumbling around that she could not see my account, she tells me that she can't speed up the process and I should have a check w/i 10-15 business days. I do believe that a check refund can be processed quicker for better customer service and secondly, the first pay by phone was not authorized and why could not I speak to a supervisor in the United States. If needed the confirmation number for the payment #***.

This is the worst place to get customer service from, I waited on hold for 20 minutes before I was able to talk to a real person, I called them because I'm getting bills, by email, that say century link is going to charge me, even though I don't have a account, or services through them, I've asked them repeatedly to delete my account, and they're answer is they can't, so I keep getting emails, mail, and all this because they tell me that the money isn't going to come out of my account, my account is closed, no money will be taken out, and they completely delete my account, now if my account is closed, why do I get bills by email, the representative told me that it's an automatic email, but this all sounds fishy to me, I don't believe my account is closed, I can't even use century link services, and I feel like I'm being lied to about all this, it makes no sense that if my account is truly closed, that I'm still getting bills, and correspondence from them, if they do take money out of my account next month, then they will give it back, but century link customer service is terrible, rude, not courteous at all, and can't give explanations about anything, poor company.

Absolutely terrible service. Would never use them if I did not have to. Trying to get a credit on my bill they owe me has been a huge headache. Never trust what they say.

My father-in-law died on March 24, 2020. He had two accounts with CenturyLink - one for a business phone line and the other for a personal phone line and internet service. My mother-in-law, his wife, kept these accounts open. She continued to pay the bill on the personal phone and internet, but stopped paying the business line. We assume she was going to work with CenturyLink to shut off the business phone. Unfortunately, she died on May 20, 2020.

We are now trying to do a few things. One, we need the business line to be closed. The business has not operated since March 24, 2020. We need the line to be cancelled and we'd like to negotiate a settlement or reduction of the bill. Second, we need to change the name on the personal phone and internet - we'd also like to cancel the phone service, but upgrade the internet.

We cannot seem to get to anyone that can help us. We are consistently told that we're not authorized on the account, but we're not told of any way that we can get authorized on the account since the account holder is dead. We haven't been asked to send in any paperwork or documentation supporting our claims. We were told that paperwork would be sent to us to make changes to the house account, but after a week of it not arriving we were told it had never been sent. We've been directed back to regular customer service lines and to their Retention Department. None of these places can or will help us. In the meantime, charges keep piling up for the business line (we have been paying the house account) and it remains active since they refuse to cancel it.

It is simple. I pay for 50mbps and they are only giving me exactly 40mbps.
https://ctl.speedtestcustom.com/result/9714fb40-c976-11ea-ae29-3f*
This is my speed test.