Lumen Technologies

I signed up online for new service. Printed the order confirmation page. Credit card charged $261 on 5/26 with installation date set for 6/1. When I called to confirm installation time window, I was told there is no order. The order number I provided from my confirmation does not exist. My address has no order, nor does my phone number. The account number I was assigned on the purchase order confirmation also does not exist. The credit card charge confirmation number is invalid. I was told I would have to start over again and pay the $261 again before they would schedule an installation. Asked for a supervisor. Was passed around for nearly two hours to people who claimed it wasn't their responsibility. It's been six weeks. They still have my money, and I have no cable service or modem.

1. Contract indicates a Move Order generated and signed on September 9th, 2019, Order #***, to terminate service at *** and replace with new service at ***. The new service request for fiber optics was to be completed within 90 days. Order was generated by *** at Century Link.

2. *** made several attempts to follow-up on the lack of service to no avail.January 13

Before that they make us wait almost 20 calling every other day to talk to the supervisor of the supervisor to get approval to cancel one contract and start another finally they told us yes.

3. On February 18th, new bookkeeper called Century Link and spoke to Robert ***, Account Manager. He responded that he would look into the matter and replied back with his contact information.
4. On February 18th, a follow-up email from bookkeeper to Robert *** providing him the Move Order information to help him research the situation.
5. On February 20th, bookkeeper called Robert *** and left message to please return call. No response.
6. On February 21st, an email was sent to Demetrius *** but returned as undeliverable.
7. On February 21st, 2 phone calls made to Robert *** and voicemails left to return call. No response.
8. On February 24th, 2 phone calls made to Robert *** and voicemails left to return call. No response.
9. On February 29th, phone call and email send to Robert ***. No response.
10. On March 9th, phone call to Century Link, received by Adam ***. He said he would forward to his manager for action.
11. On March 16th, email to Adam *** telling him I did not receive any response from our prior call/email. No response.
12. Office closed due to Covid 19.
13. On May 27th, phone call to Century Link, received by Josh ***. Josh sent an email to Kervin ***, whom he said was tasked with this Move Order when Demetrius *** moved to a new position.
14. On May 27th, bookkeeper also sent an email to Kervin *** asking him for the status.
15. On May 29th, bookkeeper received a call from Kervin ***, who promised to help resolve this issue and said he would call bookkeeper by Monday, June 1st with options.
16. On July 8th, bookkeeper sent email to Kervin ***, asking for a response, the absence of which would lead to filing a claim with the Revdex.com.

RE: Billing/Rates for Landline Telephone Service

Dear Sir/Madam:
I have had service with ***, *** and now CenturyLink Telephone for over 35 years. All these companies were a part of the same company, but the names were changed. During this time, we have gone from no internet service to 3Mbps to 8Mbps. I took nearly 20 years to get to 8Mbps.

For being a long time, good customer I received annual loyalty discounts of about $40 monthly. Each year for over ten years I have had to call in to renew them. I received my telephone bill for May 2020. The monthly bill had gone from $171.05 (*** included but no change in their billing) to $214.44. That is an increase of $43.39. There was no notice of any changes and believe this is unfair. I am a senior citizen on a fixed income. These unforeseen fluctuation places an undue hardship on me, and I know other seniors.

After calling and speaking to a CenturyLink representative, I found out the loyalty discounts had been totally discontinued. The only choice to reduce the monthly billing by about $20 was to take a lesser plan that only give 3Mbps. This is what CenturyLink started offering ten years ago as their fastest speed. I will have to pay $43.39 more to keep the 8Mbps internet speed by keeping my present plan. Our *** will not function properly at such a low speed.

I believe this is an unfair practice and something should be done about it for me and others I know are affected. I appreciate your cooperation.

After 2 years of reasonable internet service, suddenly we receive a call suggesting a problem that needs to be addressed with our now 'slow internet speeds'. Why this would occur after 2 years of 'ok' service, is beyond me. So, I agree to it and, of course I'm given a 4 hour window I need to be there... OK, I can contend with that. However, the person shows up on a friday, the day before... I'm at work, not aware. So I spend 4 hours on a Saturday waiting. That was just the beginning.

Now we start having two TV's in the house with random WIFI accessibility, meaning sometimes they work, sometimes not... After enduring this for a while with no change, I call to re-engage a service call with an already tainted history... 45 minutes, 3 people and 3 different phone calls to get it. This, was because I was told the text option was faster- NO WAY is it faster- and after 30 minutes we were nowhere I figure out I need to call back again. Then, I call back to C.S. and thy hang up on me... Then I call back and in 10 more minutes, I get the appointment. Hopefully they will make it, but the best part is that they begin by giving me an 8 hour window for me to pine for their presence. I did get it down to 3 hours, but what a terrible company.
I work from home intermittently and my use of internet is paramount for me to do my job.

I would never suggest anyone use Centurylink, and to the contrary, I will discourage its use, to whomever I come in contact with unless my problem is resolved.

I canceled my service months ago yet every mo th I get billed I call they claim I never called no trace of said call so I cancel again. They are still billing me claiming I have active account 345 dollar bill with these people now and I do t even use there sercive yet every time I call get the same lies I never called it seems they have no desire to ever cancil my account so the can forever add to my bill

I have now gone 10 days without internet. My internet went out Monday June 29th century link couldn’t get a technician out until Tuesday July 7th. They no showed with out a phone call the 7th and have now done the same thing on the 8th. They are telling me they have rescheduled me for the 9th. That is 16 hours of work I have now missed due to lack of communication.

This Provider charged me 150.00 for not returning equipment. I have not returned the equipment because I have just started service with them. They also charged me 100 dollar installation fee when they did not install anything. When I spoke with customer service today 7/7/2020 they told me that they would be unable to remove anything from my bill.

I transferred my service which is only internet to my new address when I moved in Feb 2020. I was told right away I could not have the same service because they did not have the speed capabilities of where I was. Instead of fiber it is copper I believe. Like DSL essentially. Since having my service turned on here I have had to have my modem replaced at least twice, a tech out at least 3 times all due to the failure of the internet. No fault of my own. I do not have the service I pay for. Instead almost weekly my internet crashes and I am left without internet. Yet, I pay my bill every month and if I don' *** shut off instantly.

I am an Essential Worker. I am working remote - from home in the social work field. I have had continuous problems with CenturyLink. Today they gave a false claim in that they told me they would text me once our area outage was fixed. I was waiting all day and finally called them and they said it was fixed 5 hours prior. I lost an entire day of helping people - not to mention my paycheck! I have filed complaints with the *** and just as I read through their responses to complaints with the Revdex.com - they just keep lying. They claim there are no "problems". It's the Consumers against the big Corporate giant that like a good politician - know how to lie. When will they be held accountable??? I have lost so much time and ability to help refugees, the homeless and the sick during COVID-19 for all the times my internet has not worked. They deny they're wrong doing and it's my word against theirs. What can I do???

Sat on hold for over a half hour and got hung up on by the representative. Also had issues in prior situations when it came to speaking with customer service representatives. Very rude and unprofessional.

I had CenturyLink service from April 2019 to August 2019. I closed the account in Aug. 2019. The account number is 119 and billing account is ***; the service address was ***. I remembered that we returned the equipment and confirmed with an online chat agent who told me "there was no charge since Aug. 9, 2019, and that means the equipment (i.e. modem) was returned". In Nov. 2019, I received an email requesting payment of $161.81 from ***. I thought that was a scam because it didn't say anything about why I owed that money to CenturyLink. In Dec. 2019, I got the same email again. I thought that was strange, so I made a phone call to CenturyLink at on Jan. 7, 2020. The phone conversation lasted 4 minutes which I just pulled from my Verizon account. I was connected to a lady, and I explained this email and the situation that my account was closed long time ago. She checked my account and told me that the account was inactive and I do not owe anything. She also doesn't recognize that email address and confirmed with me that was a scam. She gave me the email address *** for me to forward that email to. I forwarded the email to that address on Jan. 7th. Please review that phone conversation!

Then just a few days ago, I noticed there was a 100 points drop on my FICO score through my bank account. I was freaked out and checked my Experian. There was a $161 sent to a collection agency named Radius Global Solution. I called my healthcare providers, my insurance and no one said I owed anything or any bill was sent to collections.... and then I did some google search and found out that some people are complaining about this collection agency related to CenturyLink. All the sudden, I remembered those 2 emails I received last year.

I called CenturyLink on Monday July 6, 2020, and through multiple calls, I was finally connected to the right department. To be frank, I do not care if they received my returned modem. I can pay that charge off right away but I NEED the collection record to be removed from my credit report. We were moving after we closed the CenturyLink account and I was over 2 months pregnant at the moment. My husband mailed the box with many other things. If it was lost, I wouldn't mind paying the equipment anyway. I was so irritated that I was not given any mail notice before sending that charge to collection and when I called about the email, I was told that was a scam!

Anyway, I made the payment of 161.81 + 3.50 service fee this morning on July 6, 2020. The payment confirmation number is ***. Before I made this payment, I confirmed with the lady who took the payment on the phone at least 3 times that once this payment is made, the collection record will be removed from my credit report. I recorded this whole conversation (New Mexico is one party consent state and the lady informed me that the phone conversation will be recorded, so I can record this as well). She took the payment and transferred me to a number which she said will take care of removing the collection record and can also send an email telling me all this will be taken care of.

However, the number that I was transferred to never answered. I called back to the final billing department that processed my payment. Another lady transferred me again, and after being connected, another lady took all my information but said she needed to transfer me to another department. I was onhold for over an hour and was connected. But the guy said he is general customer care for existing customers. He needs to transfer me back to the Finance Department... Oh my god! I can't just wait onhold, I have a full time job!

I made the payment, and please have the collection agency to remove that record on my credit report as you said!

CenturyLink put my almost 92 year-old vulnerable mother, who has Parkinson’s and is visually impaired, at life and health risk by shutting off their (father’s residence too) landline phone service without authorization on July 2, 2020. Their landline is their lifeline for help including to be connected to their Medic Alert pendants. After years of CenturyLink not completing fixing the issues on their landline that went out when it rained, my parents had to get service that was dependable so they are in the process of switching to ***. On June 30th *** came out to make the switch to them. It was not completed. We do not know why, but it got pushed to 7/6. In the interim *** put a cancellation (Also a Revdex.com complaint) into CenturyLink for my parents service ***. Without notice to my parent or authorization from them, CenturyLink disconnected their service on Thursday, 7/2. Once this issue was discovered, my sister contacted CenturyLink who was unwilling to resolve the issue leaving our mother (father in skilled nursing) without a lifeline for help. We got her a prepaid phone as *** was not responsive to complete the install until 7/6. We had to get her a second prepaid phone because the first was too complicated for her. On Saturday, 7/4, she did have to use this phone for emergency help because she fell. While no medical alert system, she had the prepaid phone. CenturyLink should have processes, policies and practices in place that NEVER put at risk people without phone service.

Century Link has disconnected my telephone service, because at one point we were going to go with another company. However we changed our minds, and cancelled with the other company, and stayed with CenturyLink. The problems began June 15,2020 to check on my internet service with them. It was determined that my modem was broke. I decided to disconnect my internet. but keep my phone service. At that point I thought everything was ok. After the technician did something to the outside box, I could no longer receive calls. I could make calls
So after countless calls to CenturyLink to get my phone service fixed. They shut my service off on June 27,2020. Again trying to work with them nothing was resolved. June 29th I called CenturyLink again to restore my service. They told me I would have to open a new account so we did. Had to give my social security number and other personal info, and they had to do a credit check. Everything was good I thought, scheduled to be here on July 7,2020. This morning at 9:04 I get a call from CenturyLink telling me my order was on hold and they were going to find out what was going on. The phone would not be turned on because the number was already ported with another company. CenturyLink said you have to contact the other company. I did. No they didn't have my number and my number had NOT been ported. I called CenturyLink back and they told me everything, they said they could help me but I would have to open another NEW account, Give Social security number again, more personal information and ANOTHER credit check. I also contacted my financial institute and they told me it's a good thing I am not trying to purchase or refinance a house, doing a credit check twice could mess me up in that situation. The man said I can get this done for you. Guess what now they can't come out until July 14,2020 All I want is to have my phone back on. On the scheduled day of July 7,2020. We have been with CenturyLink, Qwest, and other names for 31 Years. With good standing.

Did not receive modem on date was guaranteed, 10 hours on the phone to have repair after it stopped working, repair closed ticket said it was repaired when it wasn’t, several requests and time away from work to be here for repair that did not show, was told no repair tickets were made and my phone complaints were not noted. I work from home as well as in off, several hours of missed work from no internet I was paying for, several hours on the phone to try and get repair, they scheduled appointments and said repair would be here and they were not here, then when called they said they did not have repair tickets on file. Many hours of work and personal time lost all while paying for services that do not work, several hours waiting for repair they guaranteed would be here and they did not show and stated there was no record of an existing appointment or appointments.

I have been trying for 4 months to close our account from a house that we sold back in March. We have spent at least 12 hours just trying to get the account closed as of March and paid back for the months that we keep getting charged.

On 6/24/20 I finally thought that we had the situation handled, but rather we got charged AGAIN when we were already due a credit.

Order number D16803341 is what they gave me back on 6/23/20 to prove that they canceled our internet service at ***. Our internet was due to turn off on 6/24/20.

On 7/6/20, I was billed for yet another months service!

We were told it was going to be turned off on 6/24/20. And that I was going to have $168.86 refunded (reference number ***) to my Chase account.

I was billed this morning AGAIN for 56.99. So rather than help, I keep on getting transferred and or disconnected. They have stated that we are owed the $168.86, but I am still being billed every month!!

Internet went down in early morning hours of July 1. Per customer service, internet would be repaired by 12n on July 1. At 12n, the resolution time was changed to 4pm. It is now july 4 and the internet is still down in our neighborhood. Resolution times change every six hours or so. Phone calls to customer service are met with "it's a known outage and technicians are working on it". We are then given the resolution time that changes every 6 hours. We are told there is no one else that can give us the info. I work from home and require internet coverage to do my job. I am having to use cellphone service as a hot spot which costs a fortune and is very slow. I also run a small business that requires internet for placing orders and fulfilling orders. I have lost over 3 days of business due to this.

I called Century Link support on Wednesday, July 1, to diagnose problems with my wifi modem. The tech said it was faulty and while I was on the call he said he overnighted me a new one. He said it would arrive maybe the next day but probably Friday. I called them on Saturday to ask where it was, but there IS NO CUSTOMER PHONE SUPPORT ON WEEKENDS. So I chatted. They said sorry, we don't know why it wasn't overnighted, there is nothing we can do, you will get it the middle of next week. I went through two agents and still could not get an explanation. They would not give me the name of the agent who sent it so I could ask him myself. they said they could overnight one now but they would have to charge me. I have a copy of the transcript of our chat.

This company is, unfortunately, our only internet provider and service is horrible. Instead of increasing bandwidth or upgrading to provide better and faster service to a growing area, they slow things down for everyone so the connection drops and comes up, then does it again and again everyday. They deserve zero stars!
If they read this review, my advice is spend money on upgrading your service so it is reliable and don't blame your customers when you know the problem is you.
This comes from *** in San Marcos, Texas.

I am livid! I have had an account with you for my phone for over 40 years! I have had internet for about five. My internet is dropping, and has always since I got it, every hour. I have called you guys on a repetitive basis daily, about three to four times each day to get this fixed. You tell me that it is because of the fact I have 1.5 speed. I would love a faster speed, but you say that it would cost you to update, so won't. Each time I call you want to send a technician out. You sent one today, and now you marked that I will be billed for him. Your rep that sent him out said that I would not be billed, unless he came in the house. She said she would waive it! BUT YOU CHECKED THAT I WOULD BE BILLED!
And by the way, it isn't even fixed!

Been with CenturyLink for 30 years because they were the only game in town. We we able to get with a competitor today...HAPPY DAY. Were were able to DUMP CenturyLink. This company needs to be investigated by the appropriate authorities as they DO NOT have the consumer’s interests at heart. If you can find a different carrier...DO IT!!!