Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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Today 6/26 I received an email from CenturyLink advising I owe a monthly balance from an acct that was closed out 4/23/2020. I have records showing I have paid this acct and was told it would be closed out at a zero balance after my last payment on 3/23/2020. I normally wouldn't file a complaint but CenturyLink has been nothing but horrible and never provided internet close to the advertise speed. I have tried to resolve the dispute directly with them but havent received a response and have been hung up on.
Sorry for formatting currently on a mobile phone. Thanks!
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. requested the disconnection of
the account on April 8, 2020. The
disconnect order completed on April 23, 2020, the end of the billing period. Prior to the disconnection order being issued,
a March 25, 2020 bill had been generated. This bill reflected a $55.70 balance due for service from March 25 to April
24, 2020. Our records do not reflect a
payment was received for the March bill. The balance due is valid and the charges have been sustained. I have attached a copy of the March and April
bills for Mr.’s review.CenturyLink regrets any miscommunication that might have
occurred,***CenturyLink Customer Advocacy
We have ordered Internet for our business helping traumatized youth and families, over three weeks ago. We keep getting lied to and have spent hours on the phone with customer service. We were supposed to finally get Internet access today, however no one was actually scheduled to connect us. We are looking to close our account receive a complete refund and find another Internet service provider, even though there are almost no other providers in this area. Century link has nearly a monopoly on the Cheney Washington access to Internet, and we are not able to get the services that we paid for, we’re told we would have, or need to operate this important business. We have lost potentially thousands of dollars waiting for this to happen
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. The customer, prior to this reply, filed a copy of the same complaint to the Washington PUC regarding the delays in getting their service(s) connected.The customer has already been provided resolution on July 23rd and services are installed and confirmed working.CenturyLink does not compensate for delays in the installation or work hours and related costs or wages potentially lost due to the delays.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
Centurylink makes it nearly impossible to cancel an Internet acct. They say you must call them. You call one number it tells you that number is being disconnected, refers you to a different numb. The new numb says to press 1 if you are an existing customer. Then you get a recording saying this number is for new customers only. I tried resisting then get a message saying this number doesn't handle my area! Contact them through "live chat" any to get another numb, for a cancellation specialist again get a recording. It doesn't sound like this is Centurylink...... exasperated!
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
Centurylink is not only bad service but now they just disregard the contracts with customer and will not talk to you about it! They are very sneaky!
On 5/31/20 at exactly midnight my service was cut off and I assumed it was line problems so I call in and speak with a rep and was told to call customer service on monday morning 6/1/20 to find out why service was shut off. So monday morning I call and speak with *** emp. #*** and he said there was a disconeection order scheduled for 5/31/20 but he did not know why but said service would be turned on within 30 minutes. Hours later, still no service, so I call once again and speak to *** emp.#*** who says they have no idea why service was shut off but it will be back on soon and that he was renewing my $45 PRICED FOR LIFE plan. I thanked him and the time was 5:46 pm. he said service will be on soon. Hours later still no service so I call again and this time speak to *** emp.#*** and she says same thing...service on soon. Later in evening I call once again and speak to *** emp. #*** and she says service restored soon and by next morning, service was on.
I received bill by internet on 6/22/20 and I called and spoke with *** emp*** concerning the bill for $71.58 but she said she would see what she can do about charges as she said I was being treated unfair which I totally agreed with as I was irate! She said to pay $49 as this is my regular bill and will be due july 16th. I said NO my bill is $45 a month and we argued and I asked why my bill is no longer associated with my telephone number and is now associated with my cell phone number???? She just repeated that the bill is $49 a month and she does not know why my phone number associated with my bill for the last 15 yrs is no longer addressed to this account and does not know why it is now tied to the CALLBACK phone number you give when if you should get disconected. NO IDEA WHY....hmmmmm.....this is not too hard to figure out if you have a brain cell.
They changed the account so it is no longer concerned with the that has always been and for fifteen years so that they can disregard the $45 FOR LIFE billing so they can *** you for more money and now get $49 a month I know this is not just me they are doing this to, no way! They will not let you talk to a supervisor under any circumstances and say that because of co-vid they have to let supervisor know and you get a call back. Both times I asked, NEVER got a call from a supervisor and I know why....these people are ripping us off!! Service is bad enough but their stealing has to STOP.
Can you help????
I have reviewed the Revdex.com complaint from Mrs. regarding a billing dispute stating her monthly rate was increased from $45.00 per month to $49.00 per month. CenturyLink is happy to review Mrs. account history and see what we can do to help resolve the billing issue.
I was able to review 8 calls from Mrs. from 05/18/2020 through 06/26/2020 mostly relating to her service issues that was caused by a power surge that blew up her CenturyLink modem. During that time frame we scheduled several technician visits after we sent out a new modem. There were some delays in resolution due to the time it took to ship out a new modem and a few tech visits that were rescheduled. Mrs. service issues have been resolved she is currently running at 3.5 mbps on her 3.00 mbps subscribed line with a very stable connection. The account billing history shows we have already credited her account for the time without service.
The billing increase was caused by a service order that took down Mrs. account in error on 06/01/2020. This error caused Mrs. previous monthly rate of $45.00 to be replaced with our current rate of $49.00. Mrs. previous plan is no longer available I had our order writers manually change her rate to the previous grandfathered plan of $45.00 per month going forward. I have adjusted the price difference for the past three months to compensate her for the overcharge the $12.00 credit has posted to her account. Feed back has been sent to the agent's supervisor for feedback training opportunity to ensure other customer's don't have the same experience.
CenturyLink appreciates Mrs. contacting us so, we could identify the cause of her billing increase, adjust the over charges, and correct the error, so she will receive the correct rate going forward.
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
Due to COVID-10, my wife and I are essential workers and are required to work from home with access to the internet. While working from home our internet went out from approximately 7:30pm, Sunday, June 21st thru 3:40 on Tuesday, June 23rd. Due to the inability to have access to internet because of CenturyLink being down for repairs, we lost out on income and unable to make up for those times lost. The Customer Service reps would only provide us 1 week of credit towards our bill. This is UNACCEPTABLE as it has nearly cost us our jobs!
I have reviewed the Revdex.com complaint from Mr. requesting 6 months credit on his account due to an outage. CenturyLink is happy to investigate this issue and provide Mr. with our findings. CenturyLink apologizes for the outage we certainly understand his frustration.
CenturyLink understands how important it is to have reliable internet service especially now that many of our customers are working from home and doing online classes. CenturyLink's goal is to restore service as soon as possible when our service goes down. The repair history shows Mr. experienced a two-day outage on 06/21/2020 it was resolved on 06/23/2020. CenturyLink credited Mr. account for a week of service due to the outage. CenturyLink doesn't compensate customers for lost wages due to outages we adjust customers accounts on a per day basis using there monthly rate with us.
Based on my findings Mr. service was restored, and we provide him credit for the days without service there are no further credits due for this outage.
Sincerely,
Mr.
The worst company I have ever dealt with.
They have shut off my service twice now in the past week and it has taken over 24 hours each time for them to fix their mistake. All billing and incompetence related. Stay as far away from them as you can. Xfiniti is worth the additional cost - you really get what you pay for. I have spoken to over 20 people in the past week and each is as useless as the one before.
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
Poor service, long wait time for repair. Called for service 6/23/2020. Service technician won't be out until 7/01/2020. Internet not working at all. They were able to see that there is a problem. There had been an improvement in wait time on two prior service issues, but shouldn't keep having issues that are their fault and now 8 day wait to get service this 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. Checking the statistics on this line indicates that since this complaint was file, repair has been out to fix the line that was giving the customer problems.The service is at or above the purchased rate with consistent authentication (connection) to the modem.If the customer has further issues with the service they may contact the case manager handling this complaint directly at ***@CenturyLink.com for further assistance if needed.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.
Sincerely
My internet service has never worked properly. I was informed by the company that my modem was actually the issue and would need to be replaced. They informed me that they were going to replace it and they still have not fulfilled the promise. The tech came to my place this week and stated they can't provide the service I pay for without all new cable coming from the hub.
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. Prior to his reply, the customer was provided and exchange of modems on July 7th. I have looked at the technical performance since then and the repairs and the new modem have been performing at or above the purchased rate.Authentication (the connection of the service to the modem) has been steady and at 100% since this was done.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 never used thier service and yet they continue to send me a bill I've called n told em to cancel it I have cox cable and internet I want it to stop
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 the account was established on March
26, 2020 and disconnected on June 11, 2020. The June 1, 2020 bill reflected a $195.30 balance due. A credit for $195.30 was issued on June 24,
2020. The account is closed and reflects
a zero-balance due. CenturyLink regrets
any inconvenience Mr. has experienced.***CenturyLink Customer Advocacy
- I called and asked CenturyLink to tell me if they could provide service, said they'd call me back, never did
- a week later a service man comes and wanders around house, unannounced (during COVID-19, no mask)
- I stop him, I discuss service with service man, he says we can't get CenturyLink service at our location
- A few days later I get a bill in the mail for service and call CenturyLink to explain I don't have their service and they can't provide per their own service tech, they say they've cancelled it (cancellation 1, Late March 2020)
- A few days later, UPS tries to deliver a package from CenturyLink, I do not accept the package, it's returned
- A few days later I get a bill in the mail for service and call CenturyLink to explain I don't have their service, they say they've cancelled it (again, cancellation 2, Early April 2020)
- A few weeks later I get a bill in the mail for service and call CenturyLink to explain I don't have their service, they say they've cancelled it (again, cancellation 3, Late April 2020)
- A few weeks later I get a bill in the mail for service and call CenturyLink to explain I don't have their service, they say they've cancelled it (again, cancellation 4, Mid May 2020)
- A few weeks later I get a bill in the mail for service and go online to their chat at CenturyLink.com to explain I don't have their service, they say they've cancelled it (again, cancellation 5, 6/24/2020 8:34am, Chat CS Rep "***")
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 an order was issued on April 22, 2020 to
install new Internet service at Mr.’s location. It was determined a drop wire would need to
be installed and buried. Thus, the order
became a Held Order and was sent to Engineering. Mr. cancelled the order but since it
was with Engineering, there was a delay in getting the order cancel. The order was eventually completed, so a
disconnect order could be issued. The
disconnect order completed on June 11, 2020.A June 12, 2020 bill was issued, reflecting a $1.99 balance
due for pro-rated equipment charges. A
credit for $1.99 was issued on June 24, 2020. Mr.’s account is closed and reflects a zero balance due.CenturyLink regrets any inconvenience Mr. has
experienced.***CenturyLink Customer Advocacy
Centurylink charged us almost $1k to lay wire on our newly constructed property for internet service. They said they only covered 300 feet and had to charge us due to the size of our property. The wire became damaged leaving us with connectivity issues. We have called, communicated through chat services online and also email through the customer advocacy team. We are paying for service we do not get. The speed is subpar and the entire neighborhood has complained and complained to no avail. Speed of 1.5 is unacceptable to begin with but we are not even getting that due to a damaged wire. I have copies of emails that I can happily provide upon request. Centurylink has not sent the proper technician to fix this wire leaving us helpless. I have contacted our Congressman as one bright Centurylink customer service rep suggested. I am not sure how Congress can help us get better service but I did it anyway. Another condescending customer service rep suggested we use Hughes Net. Really???? How about Centurylink take the dollars they get and upgrade their crappy system to fiber optic like the rest of the the US and relieve us of their poor services? Sadly, Centurylink is the ONLY option for our neighborhood so they have us if we want any internet at all. This is completely ridiculous. We are also going to seek legal counsel as we paid the nearly $1k to have this wire installed and they are not even making our crappy situation any better one bit.
Our
records indicate Ms. also submitted a complaint with the Federal
Communications Commission (#***) regarding her concerns. A response from CenturyLink was sent to the FCC
on July 15, 2020. Please refer Ms. to the attached FCC response
for more information. To avoid duplication of efforts, the FCC will be the
primary source of response to address customer concerns. ***Customer
Advocacy Group
I used to have service with century link. I moved from my residence which I was renting @ *** in JAN 2020.. I have sinced called and disconnected my service 4 times since then. I wait on hold for over an hour at a time to be hung up on when I finally get a human being on the phone. all I want to do is cancel my internet service because I do not live there any more and therefor I am not able to actually get their service. so here we are almost 6 months later and im still getting bills in the mail for a sevice I dont have!! and I have had more than 3 conformation numbers saying that my service has been cancelled. this is a huge SCAM... I AM NOT RECEIVING A SERVICE AND THEY REFUSE TO DISCONNECT ME... PLEASE HELP ME
I have reviewed the Revdex.com complaint from Mr. regarding a billing dispute on his closed account. CenturyLink is happy to investigate this billing issue and provide him with our findings.
I was able to review a call from 03/16/2020 Mr. requested his suspended account to be disconnected. CenturyLink agent *** said she would disconnect the account and back date the charges to 02/20/2020 and send out a return label for the modem. There wasn't a disconnect order placed that day I have sent feedback to her supervisor to provide the appropriate coaching/training. Based on my findings I have adjusted all charges from 02/20/2020 on including the modem charge. The credit of $349.03 has been issued to the closed account which will cover the outstanding balance of $173.79. Mr. will receive a refund check for the difference of $175.24 in the mail in the next 20-30 business days.
CenturyLink appreciates Mr. contacting us, so we could investigate this billing dispute, identify the cause of the over billing, provide feedback to the employee, and credit his account due to our error.
Sincerely,
Mr.
We setup CenturyLink Gigabit internet service for our new home and used it for apx 20 days. The service never really worked. We had outages everyday. We called tech support 6+ times. A technician came to our house to check on the issues, they wish to charge us $85 for this. But the issue found was a bad fiber cable in the area. We canceled our service and returned all of the equipment, but they are refusing a refund. We want a refund of the 226.16 they already collected and the additional fees they are charging us cleared.
I have reviewed the Revdex.com complaint from Mr. requesting his closed CenturyLink account charges be credited due to the service not working. CenutryLink is happy to look into this request and provide Mr. with our findings.
I reviewed the account notes showing there was a cable cut that prevented Mr. from receiving the service he subscribed to. Centurylink adjusted all charges on 7/06/2020 the closed account has a zero balance. CenturyLink apologizes for not being able to provide Mr. with internet service.
CenturyLink thanks Mr. for contacting us, so we could investigate the cause of the service issues, ensure all charges have been adjusted, and provide him with our service.
Sincerely,
Mr.
Complaint: ***
I am rejecting this response because: yes we understand that we have a zero balance. The issue is that we previously paid them the 220 dollars for the modem and first month of service upfront. We are disputing this transaction with our bank. We want CenturyLink to either accept the dispute with our bank or refund us what we paid. The modem was returned within the 30 day return window.
Sincerely
I have reviewed the reply from Mr. regarding his chargeback request from his bank. Mr. bank charge back request of $226.16 was processed back to his bank on 06/26/20 he can verify this though his bank.
Sincerely,
Mr.
My internet account was canceled on me without my authorization nor my knowledge that the account was being canceled. With that being said, I was notified that I would be getting two separate refunds from the canceled services totaling $156.38. Agent #1 said it’s being refunded to my credit card after 5-7 business days. Nothing came. Agent #2 said it would be refunded 7-10 days with it possibly not showing up on the statement until after 30 days. Nothing came after 30 days. Agent #3 said that the refund was mailed out over a month ago. Again, I received nothing in the mail from Century Link during those 30 days.
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.For account ***, 2 refunds were issued on April 25th, 2020. One for $49.00 (confirmation number ***) and one for $107.38, (confirmation number (***) totaling $156.38.Refunds are returned to the bank card/credit card that was used to make the initial transaction; in this case, it appears to be a DISCOVER card ending in 8177. 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:
As I stated before, the two refund amounts that Century Link claims they refunded has not shown up nor was there any record of happening in my statements. Discover launched an investigation on June 25th on their end to see if it got tied up in their system somewhere and it’s not showing it. No resolution on their end as of July 21st.
Sincerely
CenturyLink appreciates the opportunity to review the issues or concerns regarding the rejection that has been submitted by Mr.. When CenturyLink “Simple Pay” pre-paid accounts are issued a refund there is nothing manually entered on our end. We select the payment that was made and refund it. It’s all automated and does not have the option of refunding to anything other than the card that it was taken from. In other words, there is no manual input that would allow the agent to input an incorrect card number and cause the refunds to apply incorrectly.As stated in the previous reply, I gave the dates that we issued the refunds and the transaction ID’s that correlated with each transaction applicable to each refund.Again, as was provided in the initial complaint reply:“For account ***, 2 refunds were issued on April 25th, 2020. One for $49.00 (confirmation number ***) and one for $107.38, (confirmation number (***) totaling $156.38.Refunds are returned to the bank card/credit card that was used to make the initial transaction; in this case, it appears to be a DISCOVER card ending in 8177.”Keep in mind that depending on the credit card company's policies on receiving refunds for purchases made, the date could have a range of about a week from the date that we issued these refunds.At this point the customer may want to dispute the actual payment transaction with Discover as this prompts a different validation process that is sent to us that could potentially if they find in your favor and invalidate the payment, would then be applied back to your card. My investigation on this side indicates the refunds were issued to that card ending in *8177 as previously stated on the dates stated.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
Complaint: ***
I am rejecting this response because: Discover is still waiting for the merchant (Century Link) to respond to their inquiry to their investigation. They do confirm that there are no pending or waiting or anything related to a refund from Century Link in my Discover account. I understand the simple pay is mostly autonomous, but the simple fact remains that I did not receive a refund. As I stated before, when I called to have the tech come out to run fiber and install the box on the house, your agent said “We cannot find your account on file”. Then two days later, you guys canceled my account for no reason as I’ve been patiently waiting to get the fiber to the house. The only other way I’d let this be settled is if you ran fiber and installed the box on the house free of charge. Then when I can trust you guys again, I’ll sign up for DSL. Let’s wait until you respond to Discover first.
Sincerely
CenturyLink appreciates the opportunity to review the issues or concerns regarding the rejection that has been submitted by Mr.. Please let us know what the outcome of the latest response you get from the DISCOVER card. 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
Complaint: ***
I am rejecting this response because: Discover has told me the same thing as I said in the last message; they are waiting on the merchant(Century Link) to respond to their inquiry. I don’t know if it’s an email or what. Their dispute will not be closed out until it’s been responded to.
I first applied for DSL service in April ’19, and here we are August ‘20. 16 months still without fiber to the house. Getting internet should not be this difficult, especially for us rural people who are trying to stay connected via internet.
Sincerely
Response to the Revdex.com:CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mr.For account ***, 2 refunds were issued on April 25th, 2020. One for $49.00 (confirmation number ***) and one for $107.38, (confirmation number (***) totaling $156.38.Refunds are returned to the bank card/credit card that was used to make the initial transaction; in this case, it appears to be a DISCOVER card ending in 8177.
Again this is an automated system that automatically refunds to the card of purchase. The customer needs to dispute the charge with Discover as the only way to resolve this issue. CenturyLink records indicate that these transactions took place and the card that was used to make the initial purchase has been refunded.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
Complaint: ***
I am rejecting this response because:Maybe I wasn’t clear in the last message, so I’m going to explain this one more time.
I understand your records show a refund to my discover card.
I understand that it’s an automatic refund process.
Now understand this part: Discover sent Century Link a message about the dispute of the missing refund. THEY CANNOT RESOLVE THE DISPUTE UNTIL CENTURY LINK RESPONDS TO DISCOVER’S INQUIRY. So, respond to their inquiry to finish their part and we can be done with this already.
Sincerely
Centrylink disconnected my services on the due date (6/23/2020) at 4am Arizona time. I called and ask several times why they disconnected my services on the due date at 4am. They did not give me an option to pay it. I was asleep at 4am. They have outsourced their company and they people on the phone had the audacity to tell me, "Well, you should have money and make sure you have money in your account and you would have these issues". Their own website states that one has until the end of business day to make the payment before services are disconnected. They're operating/conducting business in bad faith and against their own policy. Because of Covid-19 I work from home. Because of this I've had to miss work. They refused to tell me why my services were disconnected when my bill is not late.
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 bill does need to be paid by the end of the bill due date, end of the business day.This does not mean that the service may not get suspended and disconnected if not.The customer's account was not paid by end of business day and when the automatic payment failed the account was suspended.The customer could have called in at anytime prior to the end of business on that day but failed to do so and the account was deactivated.Had the customer paid by the end of the business day the account would have been taken reinstated.The customer waited 3 days before paying and setting up another or reinstating this prepaid account.CenturyLink apologizes for the way the agent may have advised the customer on making sure there is adequate funding on the source used to pre-pay this account.As for outsourcing assistance, we are an international company that has services offered in a myriad of international locations. You can always ask for a stateside agent in the event you are having trouble communicating with the agent that you get when calling in for service. The vast majority of SimplePay support personal are located in the United States. CenturyLink does abide by its policies. If you want more information on terms and conditions please visit our legal page at CenturyLink.com/legal for more informationCenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,*** Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Last week I put in a transfer of service request within the city of Santa Fe.
Yesterday, the technician arrived about 3:30 and worked on the service until about 4:45 when he said it was a central office issue i.e., his words “the central office did not do their job.” He tried to contact *** at the central office did not get a response. He gave me ***’s number and told me to call him in the morning, which I did at 9:35 and left a message. It is now 11:27I have been on the cell phone at the 800 # *** voicemail sends one to.
Immediately after the technician left yesterday, I called the Centurylink help and that person confirmed the technician’s diagnosis. This morning I first spoke with *** who said the transfer was not complete, essentially confirming the earlier two. She said I need to speak with an Order Supervisor in Loyalty & Retention because they did not do their job in issuing the transfer. She transferred me to *** who transferred me to a supervisor *** (ee# ***-one of the most difficult people to deal with. ) Of course, she denied all responsibility at their end. She transferred me to *** in Internet repair who tried to ping the modem with no luck. She said that I would receive a week’s credit for both internet and phone. Now a repair ticket has been issued.
But I still do not have service! The day time number I listed in the complaint is the one needing repair. The service extension is ***.
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. I have contacted the customer directly by phone and discussed the issues the customer has had. Part of the issue was the wiring of the jacks under the COVID-19 restrictions. This was accomplished and the service is working fine now. The customer also wanted to know if the voicemail “patch” (essentially setting the rings to answer) out to the most rings possible was the best way to avoid circumventing her built-in answering machine. I explained that changing that in this instance changes the package and she has the price for life and that might change so it was best to leave it as it is as it accomplished the same objective without changing a thing.The customer understands and was fine with the explanation. I validated that at this point everything is as it should be and that the customer was satisfied.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.
Sincerely
I disconnected my service with Centurylink on May 14, 2020. At that time I had a credit on my account and was expecting to receive a refund being that I was one week into my billing cycle when I canceled. My billing cycle ended on June 2, 2020. After disconnecting my service with Centurylink they debited my account for a payment. I have called them trying to get a prorated credit for the three weeks that I did not use service they refuse to refund my money.
CenturyLink appreciates the opportunity to review Ms.’s
account, ***. Our records
indicate Ms. spoke with representatives on May 11, 2020 and requested the
disconnection of her account. The order completed on May 14, 2020. Because the end of her billing period was May
2, 2020, she was billed through May 2, 2020, as CenturyLink does not prorate
Internet service upon disconnection of the service.CenturyLink began implementing the change to proration of
standalone high speed internet accounts on August 9, 2019, and continues to
implement throughout our service areas. At least 45 days before each
implementation date, customers that have standalone high speed internet
accounts receive a postcard that provides notice of the proration policy change
and the corresponding update to the CenturyLink High-Speed Internet Subscriber
Agreement. The notice advises customers that the service could be terminated
prior to their applicable implementation date, without penalty, in order to
avoid the new proration policy. If customers do not terminate service prior to
their implementation date, service will be billed through the end of the billing
cycle. CenturyLink is sorry that Ms.
disagrees with the policy but she did not terminate service prior to the implementation
date. Thus, the proration policy will
apply. CenturyLink appreciates the
opportunity to address Ms.’s concerns.***CenturyLink Customer Advocacy
Complaint: ***
I am rejecting this response because:Please provide the documentation where you informed of your policy, I believe my service was initiated before your policy change. I do not recall receiving documentation stating your policy change. I need proof of where this policy change was provided to me.
Sincerely
CenturyLink mailed the
postcards to our Florida customers from July 8-12, 2019. The implementation began on September 13,
2019. I have attached a copy of the
postcard for Ms.’s review.
***CenturyLink Customer Advocacy
Century Link has the worst customer service and phone system on the planet. Just look at all the one stars here on the Revdex.com. You can not speak with anyone nor speak with a supervisor, nor make a complaint. They just want your money and there is no service in return. I cant spend all day on the phone trying to get the internet fixed. My Verizon Phone is faster for internet speed and I supposedly have the 1 gig plan? Been on hold for over two hours waiting to speak with someone as Im typing this. They even say the tech person will not come to your house due to COVID in the phone message if there is an issue that needs to be fixed inside. This company has numerous phone numbers with no one to answer them...SAD will be looking for another provider.
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 have a billing issue with my DirectTV satellite service that is billed and bundled with CenturyLink internet/phone. This all began on Dec 29 when I spoke with DirectTV to see if I could add a 4th receiver to my service. I was told I could and they sent me a $99 receiver with 19.95 s/h fee, $15 remote that I didn't not order or need, and was then charge $7 receiver fee the following two months--total money out $147.95. When I received the equipment, I was unable to activate it; called and they sent me another receiver which I was unable to activate again. Called customer service and was told that my main receiver could only support 3 additional receivers (inconsistent info from what the 2-3 previous reps gave me); so I was told to send equipment back and I would be fully credited. I promptly returned equipment (I have my receipt and a text from AT&T that they received it. I received texts that AT&T credited these amounts. Then the above charges showed up on Feb bill--I called Direct TV and was told credit should appear on March bill, but it did not. On March 20, I called Direct TV again, spoke with rep, supervisor and told there was nothing they could do about it and I was just out the money. I have also called CenturyLink several times to rectify and they tell me to call DirectTV because they only bill what is sent from DirectTV. April, May & June bills--called both companies in May, but still no credits. Bundling with these 2 companies does not work because when billing issues arise, each company directs you to the other company to resolve--very very frustrating.
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. When it comes to disputes regarding charges for DirecTV that appear on a combined bill from CenturyLink, these must be addressed with DirecTV.It is advised that when calling DirecTV, you do not say you have a billing problem because they will send you back to Centurylink who does the billing.It’s very important to indicate you have the equipment, installation, or monthly programming charges that are not correct. CenturyLink pays the invoiced charges (in advance of sending the bill) that DirecTV sends us and adds it to the bill. CenturyLink has no way to change the charges or adjust them, just combine the bills as a convenience to the customer.If the customer has canceled the DirecTV account the bridge for DirecTV to issue an adjustment back to CenturyLink is no longer there and the customer will have to negotiate a refund from DirecTV to pay CenturyLink for any charges that have been billed while the accounts were billed together.There isn’t anything wrong with the charges that CenturyLink has added to the bill as they come from DirecTV and reflect DirecTV charges, not CenturyLink charges.The customer is given and explanation of the charges and services and signs an agreement to this at the time of the installation and could have canceled the installation if it wasn’t what the customer expected.Normally, DirecTV gives you 24 hours from installation to cancel without penalty.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 reported my land line on 6/12/20 & was told it would be fixed by 5:00 on 6/15, which it wasn't. Every day since then I have called and been told either that a ticket doesn't exist or that the line will be fixed by 5:00 the next day, which it isn't!! This is the worst company I've EVER dealt with!!! I have someone stalking my house and I'm scared for my safety, so I need every resource available to me. I pay almost $250 a month which is not cheap, but the service is basically non-existent when it comes to repairs. Everyone I talk to is absolutely fed up with them!! Someone needs to do something about this--I'm paying for a service that I'm not receiving.
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. Her 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 a technician was dispatched on June 22,
2020. A trouble isolation charge was
reflected on the July 3, 2020 bill but was adjusted on July 13, 2020. Ms. has migrated her telephone number
to a new provider and the account has been disconnected.In an effort to satisfy, an adjustment for one month of Home
Phone service has been applied to the account. A credit for $45 was issued on July 20, 2020 and should be reflected on
the August 3, 2020 bill. Ms. was
a valued customer and I apologize she was not treated in this manner. CenturyLink
regrets any inconvenience she experienced and we are sorry we have lost her as
a customer.***CenturyLink Customer Advocacy