Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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I am a senior with health issues and I stressed this to Century Link and so did my caregiver. My phone was out of service for 8 days!!! I was promised repair service numerous times and the repair person did not show up. When I called the office I was told on more than one occasion I did NOT have a repair scheduled!! Often these scheduled repairs would have an 8 hour service window. On two occasions I cancelled doctors' appointments to be sure to be here as I was desperate for a working phone!! Once I went out and drove around my area looking for a truck trying to get help. I missed a very important call from my doctor when a promised repair did not happen.
This nightmare began when I attempted to increase my internet service. That was one broken promise after another and on the second day of that request is when my phone went out. I was told it could be related to the added internet service. When on day 8 and my phone service was restored the repairman said there was no connection. In this process I got a new router for a fee of $100. Now there are mixed messages whether I needed the router or not.
If the time comes you need additional information my caregiver has detailed dates and names for 23 hours we spent either on the phone or on the internet with Century Link trying to get some help.
I believe the new router should be comped to me and I believe I should get the permanent charge of $75 a month for internet and telephone for life. I also feel I should be comped 3 months monthly service. At minimum wage the 23 hours would be $345. That is small compensation for our 23 hours of time and frustration.
Thank you very much for your time and help in this matter. It is unconscionable that a customer should be treated so shabbily.
Sincerely
I have reviewed the Revdex.com complaint from Mrs. regarding a frustrating experience trying to get her service repaired over an extended period of time. CenturyLink is sorry to hear about the service issues we are happy to look into this matter and make sure it's been resolved.
I confirmed there were two repair ticket requests during the time frame Mrs. is reporting. CenturyLink's goal is to restore service for our customers as soon as possible. CenturyLink technicians and our dispatch center are required to contact our customers if they are running behind or have to reschedule repair requests to another day we apologize that didn't happen. I have sent feedback to the repair center responsible for service in Mrs. area so other customers don't have the same poor experience.
I show Mrs. account has been credited for the time without service a total of $79.70 has posted to her last billing statement. Mrs. has the lowest monthly price for her internet and home phone package including a $10.00 per month loyalty credit. I show Mrs. current internet speed is running at 27.996 mbps on a 20 mbps provisioned service with a very stable connection.
CenturyLink appreciates Mrs. contacting us, so we could ensure her service issues have been resolved, provide feedback to our repair & dispatch centers, and make sure she was credited for her time without service.
Sincerely,
Mr.
We upgraded our internet service - order #***. Appointment was for 4/6/2020. Spoke directly with CS. There was never any mention that a new account was being opened. Nor was there any discussion About closing down the old account and returning equipment. Much to our surprise we had 2 accounts being billed monthly. I call CS and thought I had this all taken care of in early May. Said our money would be refunded too. No record of the conversation when I called back on 5/6. Got transferred a few times and I finally thought it was taken care of! Nope! 5/8 I was given a order #15665327. It did nothing. So called again 6/1 order#D16275910. Account 4023301112399 was Finally closed. Said I owe 118.54 and $150 for equipment. No, I don’t. Because their lack of CS and communication, I should have been told about a new account being set-up and that iit was my responsibility to close the old account! New account is PPB01350336. We have also pd $10 a month for equipment which was never a line item on the paper statement since Qwest was bought by CL in Aog 2011. By the time we were told to return equipment on 6/1 we had recycled it plus that means we pd close to $1000 for the equipment! Ridiculous!
I have reviewed the Revdex.com complaint from Mr. regarding a billing dispute on a closed CenturyLink account and a request for a credit for a modem. CenturyLink is happy to investigate this billing issue and provide Mr. with our findings.
Base on the account history and review of phone calls it seems when Mrs. called regarding an internet speed upgrade they were transferred to CenturyLink Simple Pay (pre paid) Department to have the order placed. The Simple pay department wasn't aware of the existing post paid account and set up a new Simple Pay account. The existing account continued to bill and remain active. Due to the confusion and billing error I have credited the $118.54 balance on the old account credit reference number 17604178. Mr. post paid account shows he was leasing the CenturyLink modem which shows on every statement I was able to view to 07/25/2018 under the related monthly charges section of his billing statement. CenturyLink Simple Pay accounts have the modem charge included in the monthly rare.
CenturyLink appreciates Mr. contacting us, so we could find the cause of the billing error, credit the over charges, and provide him with our findings.
Sincerely,
Mr.
Complaint: ***
I am rejecting this response because: I received paper statements and the modem fee is not listed. There is no line item. See attached. Plus I paid over $1000 for a modem? That is so wrong. If I had known I was renting the modem I would not have recycled it. I know going forward.
I appreciate you crediting the outstanding billing.
Sincerely
I have reviewed the reply from Mr. regarding his billing statement format. The attachment he sent didn't show the main billing page. I have sent Mr. copies of his last three bills. He will see the modem lease charges under his internet charge service detail on page two. Mr. can also view his bills online and see the same information.
Sincerely,
Mr.
Complaint: ***
I am rejecting this response because:
This is the front and back of the paper statements received for years - Single sheet front and back I never received a statement that listed that information. When we finally went paperless, I think in Jan of 2020, I never pulled up and looked at the statement as the charge was the same.
Sincerely
I have reviewed the reply from Mr. regarding his billing statement. The statement image provided is a summary statement, it states on there you can view your detailed statement online or by giving CenturyLink a call.
Sincerely,
Mr.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. Too bad the Consumer Card Act doesn’t apply to your company for full disclosure on a statement.
Sincerely
Earlier this year, our internet service began dropping in and out. So we contacted Centurylink several times until they finally agreed to send a new modem. We inst***d the new modem/router. Unfortunately that did not fix the issue. We contacted centurylink again, and they sent a repair man. Repair man said its the model of router that is famous for this problem, so he installs a different model modem. Well, this did not completely fix the issue and our internet will drop out for a second or two then come back on. It is better, but not completely 100%. Now our LAND LINE is acting up, and dropping calls. We were told the nodes/towers along our lane needed replaced with new equipment/nodes (whatever you call whats in those 2ft towers) over two years ago by another centurylink repairman. He put an order in for this. No one has done ANYTHING about this. So we still continue to get spotty service. The thing is, we have NEVER changed anything in our household in the past 8 years, we have the same landline phones, and we have had it go down due to OLD equipment, and or rodent, insect damage inside of one of the towers. Yet they keep blaming our stuff, until they come out and take a good look in the towers. Whatever is going on now which just started in the past 12 days the landline is now dropping calls similar to the INTERNET dropping out coming back in all on its own.
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mr.. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. The complaint was escalated to our repair department who contacted the customer directly by phone. The customer acknowledged that there hadn’t been any drop calls for over the last two weeks or so.The records on the account indicate there have been no calls into CenturyLink in the last two months.The local area manager (the SRO) has also been notified of the pedestal concerns and indicates they have no record of pedestal issues that need to be addressed in that area.Records indicate there was work done in late 2018 and late 2019 on a couple of pedestals in the area, including this one.Currently, the authentication of (the connection to the modem) is at 100% and has been for the last 30 days.If the customer is referring to periodic drops in the Wi-fi connection, this can happen for a multitude of reasons; therefore, the Wi-fi performance is not guaranteed as the wired connections are.It is best If the customer contacts repair directly when any issues arise with the contact information, they have been provided so that we may be able to isolate it at the time of the event.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,*** Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because: Our internet keeps dropping out down under 1.0 mbps. Sometimes it goes to .1 or .4 mbps or .6 on and off. I just included a screen shot of the mbps that was taken at 9:12 pm est on August 5th 2020 at only .06 mbps. That's crazy!!!. We get this with the ETHERNET connection. Our wireless devices do the same. And while we had only ONE computer online connected to an ethernet cable. Our situation is not resolved yet. They gave us a number to call when it dropped out like this. Well, the person is only in until 5 pm. The internet does this more at night then any time so we cannot get a hold of anyone. We do run the internet speed test with centurylink. I don't know what else to do at this point as they cannot figure out why it is doing this and after we spent all this money on a technician and a new router.
Sincerely
CenturyLink appreciates the opportunity to review the issues or concerns regarding this rejection that has been submitted by Mr. I would more than happy to assist him on the phone directly to resolve this issue. He can contact me at *** Tuesday through Thursday between the hours of 10 Am to 4 PM MTN time.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Revdex.com:
Century link was contacting last Friday by us on the 7th of August due to our internet going in and out and in and out like crazy. They finally figured out the 2nd new router they sent us had errors. So, they sent out by *** over night another new router and we received it the after noon of Monday August 10th. Hooked it up, and so far it is operating without any problem. So we will keep our fingers crossed, this THIRD new router, will hold up. The problem is solved for now. Thank you 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
We contacted Centurylink in early may for help with Covid-19 billing. We spoke with someone named ***. Who did at the time extend us to around 7-13-2020. We have been making small payments since to get caught up We noticed on about 6/20 payments were no longer being credited to our account. Instead we were being marked as "hold_pending even though the money was being removed from our account. Upon contacting Centurylink and Mrs *** we were told it's a "billing migration" We have oped tickets and contacted Centurylink with no update and no credits to our balance. Yet we have a disconnection notice of 7/13. Even speaking to a representative shows no update in our account.
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. CenturyLink
has emailed Mr., requesting more information. As of the date of this response, we have not
received a reply.In order to investigate the complaint, the CenturyLink
account number will need to be provided. If Mr. does not have the account, I may
be able to locate the account with the service address and the Account Holders
name, if different than the name on the Revdex.com complaint. Once the CenturyLink account number is
provided, CenturyLink will be happy to investigate Mr.’s concerns. ***Customer Advocacy Group
We have been experiencing DAILY internet outages since at least March. The service goes down intermittently every single day between 2:00pm and 4:00pm local time. Every single day!
We have contacted the customer support department by phone and by chat several times. The service reps can’t do anything if at the exact moment we call the service is working. They just say "we can see the service is working right now" and will not allow us to escalate the call.
We had a technician sent to our home on 06/05/20 and he replaced our modem. We have continued to have daily service outages since then.
We have submitted our compliant to the "Unresolved Issue" escalation link on Century Link's website four times since 06/22/2020. We have not received a single response.
This is very disruptive to our jobs; we have been disconnected from countless work calls and video meetings. We have resorted to using our cell phones as hot spots during the time in which these Century Link outages occur. Last month we incurred an additional $15 charge from our cell service provider because of this. We have received a warning from our cell provider that this is about to occur again. Prior to this, we had NEVER gone over our data allowance with our cell provider.
I have reviewed the Revdex.com complaint from Mrs. reporting chronic internet issues they would like fixed and a credit for the service issues. CenturyLink is sorry to hear about the service issues we understand how important it is to have reliable internet service especially when many of our customers are working from home and doing online classes.
I reviewed the repair history and contacted our Repair Escalations Team to contact Mrs. and ensure the service issues have been resolved. Our field technician found defective equipment in our terminal that serviced Mrs. address he was able to resolve the problem. CenturyLink agent *** reached out to Mrs. to ensure the service issues have been resolved he also provided his contact information in the event problems arise in the future.
CenturyLink repair teams confirmed service issues over the past 30 days which have now been resolved via a technician dispatch to repair defective equipment. Due to the problems I have credited Mrs. account for one month of service the $ 69.00 credit has posted to their account and will show on the next billing statement.
CenturyLink appreciates Mrs. contacting us, so we could identify the cause of the service issues. ensure they have been resolved, and provide her with a service credit for the problems.
Sincerely,
Mr.
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 been paying for a 5mbps service for over a year. I have had major connection issues and have called century link nearly monthly to fix it, each time the service rep stated that they pinged my router and I was receiving 5mbps. After really doing homework I discovered I could only physically receive 3mbps. I was LIED to deliberately over a dozen times and when I demanded refunds I was hung up on by multiple service reps until I got escalated to corporate and refunded only 2 months. I would never have had this service if they had been honest about capabilities initially so I was lied to from the get go. This business is extraordinarily dishonest in every capacity, has deliberately terrible customer service and my favorite thing is that the number to call to fix account information and to cancel is now a sex line apparently, even though it's on their website (the Revdex.com won't let me post the phone number). (unless my number's been redflagged and is being diverted which I wouldn't be surprised about). Now I'm trying to cancel and have wasted 13 hours of my life and counting. To boot I'm teleworking for two months and have been close to unable to do my job which I was lied to about my ability by century link customer support.
We’re sorry to hear that you are not satisfied with your CenturyLink customer service experience. In order to assist you further, a member of our Customer Advocacy Team will contact you via email at the email address provided in your review. Thank you, CenturyLink Customer Advocacy Team
My WiFi connection is down too often. I cannot get this issue resolved. I have been disconnected several times today by phone and was never called back...I want my Wifi service to be available all of the time.
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Ms. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. On June 6th repair to the network interface was done due to damage caused by storms.Since then there have been calls in to tech support who have attempted to assist with the Wi-fi issues. The statistics indicate that in the last thirty days the authentication (connection to the modem) has been operating at or above 100% of the purchased price. Keep in mind that the Wi-Fi connection is not guaranteed to perform at the rate as a direct-wired connection. There too many physical attributes that can cause drops and or speed reductions in a home that CenturyLink does not guarantee Wi-Fi performance.The customer has been provided with a free Wi-Fi extender to resolve the issue. The customer has also been credited for the 4% of the month that there were outages that affected the customer's service.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,*** Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Service was not disconnected upon requesting and bills keep generating even though I moved. This is the second time this has happened to me with centurylink. They intentionally do this and claim it’s customer error and there’s nothing they can do and the bills are owed. They have the internet activity records for the address and it would be very easy to determine when a customer moved because they stop connecting to the internet from the router in question. This company is atrocious and is the worst customer service I have ever had.
CenturyLink appreciates the opportunity to review Mr.’s
account, ***. Our records
do not indicate Mr. contacted
CenturyLink and requested the disconnection of the account until July 1,
2020. Mr. chatted with representative
on April 5, 2020 regarding paying a bill and a repair issue. There are no records of any customer contacts
in May or June 2020.On July 1, 2020, Mr. spoke with several representatives. An order was issued to disconnect the account
on July 2, 2020. In an effort to
satisfy, an adjustment for $132.20 was applied. This left the current balance due of $172.80, as the last payment
CenturyLink received was on February 28, 2020.The remaining balance due is valid and the charges have been
sustained. CenturyLink regrets any inconvenience Mr. has
experienced.***CenturyLink Customer Advocacy
Complaint: ***
I am rejecting this response because: “our records don’t indicate” is a very convenient way to absolve you of any responsibility for any issue ever. You merged two accounts that is a fact. Two people were being billed for one service line, myself and my renter tenant. My tenant at the address was receiving the email request for MY ACCOUNT payment, that is a fact. My tenant alerted me to the service not being disconnected because centurylink sent him my bills to his address, that is a fact. CenturyLink then disconnected MY TENANT service after I called in, that is a fact. My tenant canceled centurylink and switched providers after repeatedly not having this issue resolved, that is a fact.
And this is the second time centurylink has done this to me as the same sequence played out with my prior tenant from 2018.
You have access to all the data on the router at the address. All you have to do is look at the data and you will clearly see when I was no longer accessing the router and when my tenant became active. It could not be easier. You have appalling customer service and unethical business practices which is why this repeatedly happens. There’s a reason CenturyLink has a D+ rating from the Revdex.com with over 11,000 complaints.
Sincerely
While the balance due on the account in valid, CenturyLink
has agreed to issue an additional adjustment so the account reflects the
balance due on the April 1, 2020 bill. A
credit for $59.80 was issued on August 7, 2020. The account currently reflects a $113 balance due. A copy of the April 1, 2020 bill has been
attached for Mr.’s review.***CenturyLink Customer Advocacy
We have had Century Link since 2010 at our home. Throughout several times a day we lose connection and or our internet slows the download speed to 8 and upload to .4. We have on record countless calls to tech support, we always spend at least one hour per complaint. We are told the router is old and this is the problem. An independent test of the router showed this isn’t true. We purchased 12 download speed
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Ms.. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. Prior to this reply, the customer decided to go with another provider and has discontinued the HSI service with CenturyLink.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,*** Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because: we had to incur the cost of switching to another company because Century Link did not provide the service they promised- for years. We have spent countless hours on hold or speaking with Century Link reps to no avail.This is has been by far, the most challenging and frustrating company to work with regardless of the numerous issues over a long period of time. What can be done to compensate for years of failing to deliver the service we paid for. Refunds + apologies?
Sincerely
To Ms.,
There is nothing new in this rejection that has not already been stated and reviewed. As this is the case CenturyLink stands by it's original response.
Prior to this reply, the customer decided to go with another provider and has discontinued the HSI service with CenturyLink.Again, CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Sincerely,*** Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because the company has done nothing to rectify the situation. If a customer is paying for a service that is not provided, perhaps offer a refund for failing to provide a consistent connection all those months/years and for giving your customer the run around on numerous occasions. This resulted in hours upon hours spent trying to get the service we paid for.
Sincerely
At
this point all I can review is incidents that are archived on the customers account.Yes,
there have been some incidents of promotions that expired where the customer
has called in and other incidents of repairs that were addressed. There were
adjustments given for this too.As
for an account that is not live, I cannot look at the performance issues claimed
in this request. CenturyLink does not (slow down) a customer’s service
(commonly known as throttling) like some carriers do, CenturyLink does not do
this. There are a number reasons why the speeds vary from time to time such as
a repair issue, a large amount of people on the circuit at the same time
demanding large, dense data things like 4K streaming, trying to do this on a Wi-Fi
connection with multiple devices being used in the home at the same time etc. As
a courtesy I have issued a refund to the customer of $85.00 plus applicable
taxes for a total adjustment of $91.10 as was requested in the initial disputed
amount in the original complaint.Again,
CenturyLink acknowledges the customers’ concerns and apologizes for any issues
or inconvenience that may have been experienced. Sincerely,*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
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, provided we actually get the $. That has also been promised in the past and resulted in hours in phone calls or dropped calls when we have not received the credit promised. Hoping Century Link follows through.
Sincerely
Spoke to 5 different CS Reps. Order was supposed to be cancelled - they sent the modem a week after cancellation, after not sending it for 3 weeks (without informing me of backorder status). Also was charged for services I never received as I did not receive the modem until AFTER Cancellation confirmation. They admitted they were at fault, but I am still responsible for return shipment that by now was not supposed to have been delivered with plenty of time to contact their warehouse to reject/cancel the order before shipping.
We’re sorry to hear that you are not satisfied with your CenturyLink customer service experience. In order to assist you further, a member of our Customer Advocacy Team will contact you via email at the email address provided in your review. Thank you, CenturyLink Customer Advocacy Team
A technician came out to do a field visit regarding installation of fiber optic and the next day our dsl service stopped working, after calling endless rounds ofcustomer services I was told the technician prematurely canceled our DSL services that we had already payed for. This happens on a Friday after business hours so we were informed that WE had to call back on Monday to fix the problem that there tech created. Monday comes and I attempt to call the customer services line to get my internet turned back on, after over 6 hrs and multiple transfers and dropped calls from there horrible customer service dept NO one was able to resolve the issue and no one was communicating what the problem is. Tuesday comes I spend another 6+ hours calling the customer service line with no help being provided once again being transferred from dept to dept with no carry over of information . When I ask for a supervisor I get disconnected or put on a endless hold line, or transfered to someone else who can’t help me. Wednesday I try 1 more time with the same results no help no information. My service was distrusted on the 12th of June I am now with out internet until July 2nd the internet that I have already payed for I am unable to access.l, I work from home and am unable to work and there is no one from there horrible company that can help me. I give up and put it in your hands. This company is horrible l,
Sadly they are the only internet provider in my area which is not fair at all.
CenturyLink appreciates Mr. giving us the opportunity
to review our handling of his accounts *** and ***. 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 service was ‘re-installed’
on July 11, 2020 when account *** was established. A refund for the June 13, 2020 payment ($39)
on his old account, ***, was applied on July 22, 2020. In addition, a credit for one month of
service on his new account, ***, for $65 was also applied.Mr. is a valued customer and I apologize he was not
treated in this manner. CenturyLink regrets any inconvenience Mr. has
experienced.***CenturyLink Customer Advocacy
Complaint: ***
I am rejecting this response because:
For the one month that I did not have internet services at the fault of CenturyLink, I had to choose between my safety or losing my job. Since I was unable to work from home for one month, I had to risk my safety by going into my office everyday where my risk of being exposed to COVID-19 was greatly increased. A small refund of $39 is not enough to make up for the month of fearing that I am going to catch a deadly disease. This was totally unacceptable. No one from your company has bothered to address this and it’s very apparent that your company does not care about its customers.
Sincerely
Mr. received credit for two months of service. As stated in the previous response, a refund for
$39 was applied to the ‘old’ account *** and a credit for $65 was
applied to account ***. CenturyLink
apologizes for the confusion.***CenturyLink Customer Advocacy
Complaint: ***
I am rejecting this response because:
You did not address my concern about me having to choose between either losing my job or risking my life by going into the office during a pandemic. On top of that me and my spouse wasted 20+ hours on the phone with CenturyLink customer service to try to solve an issue that was the fault of the company. That is unforgivable and by offering one month of free service and a quick apology does not make up for that nor does it resolve the issue.
Sincerely
Cancel my service with a 92.42 credit on my account which has not been returned. Sent my equipment back and it was received and signed for on 6/18/20 by J Teeters at 3:33 p.m. Now they are sending me messages about returning my equipment
CenturyLink appreciates Ms. giving us the
opportunity to review our handling of her account ***. I would like to apologize for the less than
exemplary service that Ms. recently received from CenturyLink representatives. There are no notations on Ms.’s account or on the
monthly statements that she has been billed an unreturned equipment charge. The account received a $12.81 credit on June
12, 2020 for a non-recurring charge on the June bill. As reflected on the July 9, 2020 bill, the
account had a $92.42 credit balance. A
request for a refund check was issued on July 17, 2020. A refund check was printed on July 20, 2020.CenturyLink regrets any inconvenience Ms. has
experienced.***CenturyLink Customer Advocacy
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
Centurylink seems to engage in false online advertising in regards to products and services. I signed up for DSL internet and opted to purchase the modem they recommended. At the time of purchase I was told I would receive the equipment prior to or the day they would turn on my service. They turned on my service Friday 6/26/20 and I have yet to receive the equipment I purchased necessary to use the service I have paid for.
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 order completed on June
26, 2020. However, per UPS.com, the
modem was not delivered until July 1, 2020. A refund for seven days of service ($11.43) was issued on July 28,
2020. The Transaction ID is ***.Mr. is a valued customer and I apologize he was not
treated in this manner. CenturyLink regrets any inconvenience has experienced.***CenturyLink Customer Advocacy
On June 22 I order home internet. I had ordered the fiber internet the man set me up for installation on June 26. I recieved email that centrylink working on my line all day 8am to 7 pm. Then on june 24 I was told via email give centrylink a call . I did someone told me my home phone line not working and I'm only getting 1.5 megabytes of internet. I told the guy over phone these apts allow cox cable up to 150 megabytes
He need a $25 deposit
All day no one came to install. Then I called tech support about 7:30 on jjune 26 and got hung up on 4 times . My sister and I tried June 27 all day to activate my modem and no success. So I called tmobile and for $15.00 extra I get 20 megabytes plus 10 a month . I just called them a few minutes ago today June 30th I was told I may not get deposit since services was turned on June 26
My problem is how they connect me without my modem information for the wifi
I was told when I put deposit down it is refundable
How do I go about getting my $25 deposit
And how do I go about asking if centrylink can train the customer service representatives more to. I didnt deserve to be hung up on
I thought customers are important
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Ms.. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. The customer's account was credited on the one bill received in the amount of $25.05. Any and all deposits are refundable if there are no outstanding charges on a bill. If there is a final bill with outstanding charges the deposit is applied to that bill. Since that is what happened in this case the customer ended up getting a refund on the difference of $18.52.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,*** Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because:
I'm rejecting this because yes I got a check of $18.52
But centrylink claiming they activated my line and they called me on my cell phone june 22 said my line is unable to be activated. Then services was suppose be on June 26 NO One came to door or called. I called company at 7 pm mountain standard and was told I have to call the next day
I did and was told my account can't be found I just said I want speak to the CEO now then magically I get an email that my account is activated. Centrylink don't have number to modem I had and I wasn't able to set it up
So my question to them is why they didn't refund the $25.00 I paid for by debit the form they got it from and how they magically claim they activated my line if I don't have compatible line for them to activate or no modem that was used . Centrylink are liars 100% and I'm gonna make sure none my friends use they services im gonna refer them to cox communicates
Sincerely
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the rejection
that has been submitted by Ms.. Since
the service was not available to use, the entire $25.00 has now been adjusted.
Please allow t0 business days to receive the refund of the balance already adjust=ted
and the previous reply.Again,
CenturyLink acknowledges the customers’ concerns and apologizes for any issues
or inconvenience that may have been experienced. Sincerely,*** Executive Office Case Manager
Complaint: ***
I am rejecting this response because I only tecieved a check that was $18 and was not given the full $25 . Centrylink are liers I can make copy of the stub of the check
Sincerely
For the past few years I have always placed our service on vacation mode from May to October at a rate of 9.95/month. This year vacation mode was to start May 1st 2020 and would be ending sometime in October 2020. I was promised the rate of 9.95 a month and was only billed correctly 1 month thus far. I have had to call every month to have it corrected. As of today they have changed their vacation rate to $28/mo and insist I must pay that. That is not what was agreed upon and without any notice or consent they are insisting that’s what now needs to be paid and have gone as far as charging me a prorated amount for the months I was charged the correct amount. I have spent hours with customer service who does not listen, does not look at the past billing which clearly reflects the $9.95/mo rate. I want my charges refunded and if it cannot be corrected I want my service canceled with refunds for the incorrectly billed months as well as no cancelation fee.
I have reviewed the Revdex.com complaint from Mrs. regarding questions on CenturyLink's vacation suspend rates and a request for credits on her closed account. CenturyLink is happy to investigate this billing dispute and provide Mrs. with our findings.
I reviewed the call from 04/29/2020 Mrs. spoke to our agent *** requesting her account be put on vacation suspend on 05/01/2020. *** advised he could place the order and quoted a monthly rate of $39.77 advising that our rates had changed. Mrs. asked *** if CenturyLink had any other options he advised her she could cancel the service. Mrs. agreed and confirmed the quoted monthly price with *** he then processed the order. The account notes show Mrs. decided to cancel her service since she couldn't get the old vacation suspend rate. CenturyLink processed the order, and we credited her account $38.11 as a courtesy it posted on her 07/02/2020 billing statement .
CenturyLink appreciates Mrs. contacting us, so we could review the phone call and provide her with our findings.
Sincerely,
Mr.
I’ve had poor service from CenturyLink since inception. I just upgraded my speed. It did not work. Tech came out and said to get an extender. I did that and it did not work. Had an appointment last Saturday to move router which I waited all day from 8-:15-4:15. No one showed. At 4:26, I received a text that they were not coming and rescheduled me until Monday. I could not do that since I work and that was no notice. Called today to schedule transferred to 4 people in total. Now I have another appointment 3 weekend from now. It’s unacceptable.
We’re sorry to hear that you are not satisfied with your CenturyLink customer service experience. In order to assist you further, a member of our Customer Advocacy Team will contact you via email at the email address provided in your review. Thank you, CenturyLink Customer Advocacy Team
I attempted to downgrade my services to just internet for a lower monthly bill using only internet in March. Instead of doing that, come April and they opened two accounts for me under the same household. Makes no sense. When I realized this, I attempted to cancel service with CenturyLink all together on May 11th. The end of the billing cycle was May 12th. I was told I would not be responsible for another bill. They over charged me and refunded me for a pre-charged May bill that I didn't have services for. Then, they continued to charge me again for May, June, and upcoming July bill. I have called several times. Each time no one has notes or a clue what is going on. I have been transferred several times and then the call is dropped several times. Finally, I contacted my bank to dispute the charges. I spoke with a lady on June 19th and she apologized for the problems, promised the bill would be resolved, and let me know they STILL had an open account under my name and that was the reasoning. Even though I had to make several phones calls to ensure things were cancelled back in May. Now this morning I get a call saying they are going to send me to credit collections. I call... AGAIN... I was transferred 3 times promising the next person would resolve the issue, and then ultimately hung up on AGAIN. This is the worst business I've ever dealt with. I am not giving them my money.
I have reviewed the Revdex.com complaint from Mrs. regarding a disputed final bill on her closed CenturyLink account. CenturyLink is happy to investigate this billing dispute and provide Mrs. with our findings.
I have reviewed the closed account showing this dispute has already been investigated and resolved. The investigation notes confirm Mrs. called to cancel on the 12th but was billed through the end of the billing cycle until the 22nd of June. A credit of 168.17 reference number *** was issued on 06/16/2020 and approved by a CenturyLink Manager on 07/03/2020.
CenturyLink appreciates Mrs. contacting us, so we could investigate the cause of the billing dispute, confirm it's been investigated and the credit has been issued to the closed account.
Sincerely,
Mr.
We are existing Century Link customers. We have moved and requested our service be transferred to our new address. CenturyLink turned our service off early and has failed to show for multiple scheduled technician service appointments at our new address to set up our service. We have called no less than 6 times with CenturyLink confirming a tech appointment to set up services. We are currently paying for services they are not fulfilling.
Our
records indicate Ms. also submitted a complaint with the Oregon
Department of Justice (#***). A
response from CenturyLink was sent to the OR DOJ on July 12, 2020. Please refer Ms. to
the below OR DOJ response for more information. To avoid duplication of efforts, the OR DOJ will
be the primary source of response to address customer concerns***Customer
Advocacy GroupFrom: Customer Advocacy (PUC) Sent: 7/12/2020, 5:57 PMTo: ***Subject: RE: FILE *** [
ref:*** ]Hello ***,Service at Ms. new home is for our CenturyLink
internet. This was turned over to our
repair department who advised me the internet service is working properly now.
Last week our repair department talked to ***
***, whose name is on the account. Mr. indicated the internet service is working and also said he realizes any internet speed issues probably have to do
with some of his devices he is using in his home. I apologize for the problems Ms. had with this
issue. Because of the problems, I will refund their last payment of $65 to their credit card. *** Case Manager CenturyLink Customer Advocacy Group Consumer/Small Business Sales and Care
I have had DAILY issues with my internet service beginning in May 2020. I have talked to technical and they were here 3 times in the month of May and twice in June so far. Absolutely nothing they have done has fixed the problem. I have no internet service at least 60 % of the time. When I do have service it is intermittant. Internet comes up and goes down every 2 to 15 minutes. At times it stays down for hours up to a day and a half at a time. I have spent countless hours on the phone with their technical people doing the unplug your router routine. I have complained to customer service. I have requested to talke to a manager or supervisor only to be denied or hjung up on. 6th visit from technical today and replaced routed and nothing is differnt now than it has been fro the last 2 months. I have shown them when the system is up, my download speed is 0.73 and upload is 0.20. Rediculous . They do not care.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Prior
to this replay, the customer filed the same complaint with the FCC. That complaint
review and resolution is still in review by another executive office case manager.The
conclusion of that complaint will the resolution the customer is provided.CenturyLink
acknowledges the customers’ concerns and apologizes for any issues or
inconvenience that may have been experienced. Sincerely,***
*** Executive
Office Case ManagerCustomer Advocacy Group, CenturyLink
I received a bill 2 and half years after I terminated service with Centurylink. It came by mail Wednesday, June 24, 2020. It was issued by a collection agency. We paid our bill in full on November 30, 2017 according to our checking statement. We never received another bill from Centurylink. After spending in excess of 2 hours on the phone with various departments they have all denied they have any power to call off the collection agency.
I have reviewed the Revdex.com complaint from Mrs. regarding a billing dispute on her closed CenturyLink account. CenturyLink is happy to investigate the disputed charges and provide Mrs. with our findings.
Mrs. account was disconnected on 12/15/2017 her final bill shows a previous balance of $298.80, payment of 149.40 from 11/29/2017, past due balance of $149.40, new charges of $96.52 Direct TV charges, total amount due of $245.92. On 01/13/2018 Mrs. account was charged $99.99 for a leased modem not returned. On 02/24/2018 Mrs. called in we verified the modem was returned and credited her account for the charge. The outstanding balance of $256.89 is remaining on the closed account. The account shows a payment of $100.00 on 07/09/2020 bringing the balance remaining of $156.89.
CenturyLink appreciates Mrs. contacting us, so we could investigate the billing dispute and provide her with our findings.
Sincerely,
Mr.