Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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Had service with century link for 8 years.and have not had service for over a year. A year later they have MRS BPO L.L.C. SENT ME A LETTER SAYING I OWED $109.60.I do not power any money cleared it with them and sent their stuff back to them. They said ok. Now they came up with a different acc # ***. don't even no that Acc!! my acc # was ***.not even close. My Acc has been closed for almost a year.
CenturyLink appreciates the opportunity to review Mr.’s
accounts, *** and ***. On November 11, 2019, CenturyLink received a request to migrate Mr.
***’s telephone number to another provider. At this time, Mr.’s account (***) reflected a
$69.76 balance due. On November 18,
2019, the order completed and account *** was created for the
billing of Mr.’s Internet service.Prior to the completion of the order on November 18th,
a November 16, 2019 bill was issued. This bill reflected the $69.76 past due balance and new charges for the
November 16 to December 15 billing period. The total amount due on this bill was
$130.07. Mr. spoke with a representative on November
18, 2019 and disconnected his Internet service (account ***).The November 19, 2019 Closing bill on account ***
*** reflects a $130.07 past due, $20.47 credit for previously billed service, leaving
a $109.60 balance due. Mr. past
due balance of $69.76 was for service prior to him migrating his telephone
number to the new provider. In addition,
he would owe CenturyLink for service from November 16 to November 18, 2019. Thus,
he does owe part of the $109.60 outstanding balance due.However, in an effort to satisfy, CenturyLink has agreed to
adjust the balance due on Mr.’s account. A credit for $109.60 was applied on July 10,
2020. CenturyLink regrets any inconvenience Mr. has experienced.***CenturyLink Customer Advocacy
Century link has advised us they cannot repair our phone line to operate properly. We were told the underground needs to be updated to fiber optics. No time line given. This has been an ongoing problem for years.
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 this reply, the customer was given an answer to the previous complaint filed
in December of 2019 with the Revdex.com.Since
then the customer has engaged in another complaint of the same content with the
FCC which received a reply and is in an active rebuttal.Since
the FCC rebuttal is active, I will defer to that resolution when it 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
Complaint: ***
I am rejecting this response because: century link has not provided a solution to the ongoing problems we are having with our phone lines. We continue to get the same excuses from the area techs and supervisors.
Sincerely
CenturyLink appreciates the opportunity to review the issues or concerns regarding the rejection that has been submitted by Mr..Again, Prior to this reply, the customer was given an answer to the previous complaint filed in December of 2019 with the Revdex.com.Since then the customer has engaged in another complaint another case manager in the executive office that has another (Same) ongoing case filed with the FCC that has been received, given a reply, rejected, and is in an active rebuttal currently.Since the FCC rebuttal is active, since there is an active complaint that is being worked through a regulatory agency, that complaint and its resolution will be deferred to.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
I have had an appt for a tech to come out and fix our internet for 6 days, the first day 6/10 I spoke with a CSR and they assured me a tech would show up by 7:15pm-no one showed. Called 6/11 at 8am and was assured a tech would come sometime between the hours of 8-5. At 3:15 I called and the tech was never assigned to the job. So after being on the phone for an hour, calling back 3 times as was disconnected and asking to speak with a supervisor twice I was assured there would be a tech at my house Sunday 6/14 at 8am. Guess what...no tech! I have had an issue with the century link box at the pole in front of my house for 16 years. The box does not have a cover on it and whenever it rains we lose service. This is extremely frustrating, so much so that we cancelled out phone service and went with cell phones for the whole family. Have asked several times to have them fix with no response. The CSR put me on hold for 15 minutes when I asked to speak with a supervisor, so long that I called back on another phone to speak with a different CSR. The new CSR told me a supervisor was not available but promised there would be a tech out on Sunday. No tech and cannot call anyone to get an answer. The website is horrible! When trying to find out where my tech is it tells me my appt is still scheduled for 6/10 and that there is a problem with my request so a tech as not been dispatched. Am tired of the lies! This needs to be corrected.
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
issue of the missed appointment was due to a non-authorized override for Sunday.
The customer was informed that the date to go back out was rescheduled for June
18th.Looking
at the account statistics indicate the account is performing at or above the purchased
rate.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
just over a week ago I purchased a new modem to receive better internet. after 24hrs the internet speed dropped down from 18.5mb to 7.9mb along with the phone starting to go out. This is now the 5th day without a phone and a slow internet.I received a ticket number *** and no one has come out. I have sent emails everyday with no results the email I received today stated that a tech will not be coming out to fix the problem and that the ticket was to be closed and that I have to call again to set up another appointment ....... but I need my phone fixed before I can call anyone!
tried making contact with their "live chat" but that doesn't work either.
I have reviewed the Revdex.com complaint from Mr. requesting assistance with his internet and home phone service. CenturyLink is sorry to hear about the service issues we are happy to help to resolve the services issues.
I have requested our repair escalations team contact Mr. to resolve the services issues he is experiencing. CenturyLink escalations agent *** dispatched out a technician to check our service from the terminal to Mr. resident and found no problems. The issue seems to be inside wiring in the house. *** has tried several times to contact Mr. to schedule another dispatch but hasn't been able to speak to him she left a voicemail and hasn't received a call back.
CenturyLink is happy to further assist with this matter if Mr. can return Rene's calls or email her for further assistance ***@CenturyLink.com
Sincerely,
Mr.
I signed up for century link service online and paid for both the first month of service plus installation on May 29, 2020. My service was scheduled to be installed on June 3, 2020 however I waited there all day long and the one time I left was for lunch around 11:30 am. While at lunch I received a call from a service technician who said they were unable to install my Internet because I had not paid a $300 drop fee and that also the 10 MB per second that I was promised he could only give me 3 MB per second. I told him I did not understand and that is not what I paid for and that I should not have to pay a drop fee. He said that as of June 1, 2020 all service technicians were told that they had to start charging drop fees for any new activations. I explain to him that I had paid for my service and placed my order on May 29 which was before the June 1 date that he was trying to explain to me. I asked him to have someone from the company called me because there was something that did not sound correct and that I wanted to get it squared away. After three phone calls in which century link hung up on me while I was waiting for a customer service representative I was finally able to get through to someone. What speaking with someone they kept saying that I was on a simple pay plan and I had called the wrong number and they would transfer me somewhere else. Well after being hung up on a couple more times I finally got through to a lady on Thursday, June 4 who said I should not have to pay the drop fee and that someone will be back out by Monday June 8, 2020 to install the service if not sooner. Well on Monday, June 8, 2020 I waited around all day and no one showed up to install the service. At 10 AM on Monday, June 8, 2020 I received an email that said my service had been canceled. However I have never canceled my service with century link and they canceled it without my permission or without coming back out to install as promised on Monday. After being on hold for over an hour Monday afternoon to get in touch with another customer service representative and speaking with two supervisors there was no one that was willing to help me. Also no one would acknowledge the Conversation I had on Thursday with a customer service representative that promise to correct all the issues. Nowhere in century links email ordering my website purchase or any other conversations did anyone other than the service technician mentioned a drop fee. And no one from century link called me to help me get the service installed or correct the issues that were needing to be addressed. Century link did not for fill the order that they made me pay for a head of time and even included Installation fees. Not only that but after speaking with numerous friends in my local small town of Newton Grove it has come to my attention that century link does not want to offer appropriate customer service and also charges customers who have no other option for Internet for fees that were not mentioned up front as a way to take advantage of customers.
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. ordered new 10 Mbps Internet
service on May 27, 2020. When the technician
was dispatched to install the service, it was determined that 10 Mbps speed would not be available at Mr.’ location
and a drop wire would need to be installed. Per the notations on the account, the cost of the drop wire would be
$300. Mr. did not want to pay for
the installation of the drop wire and the order was cancelled. Unfortunately, situations like this occur on
occasion and are unknown until a technician is dispatched.I apologize that we are unable to install service without
the drop wire and the speed Mr. was expecting is not available at his
location. CenturyLink regrets any inconvenience Mr. has experienced. ***CenturyLink Customer Advocacy
Complaint: ***
I am rejecting this response because: I was told the service would not be 10mbs but agreed to the 3mbs. I was also told that I would not have to pay the $300 fee and that they would be back to install the service. Then instead of doing what was promised and agreed to they cancelled my service request without my knowledge.
Sincerely
As previously stated, a drop wire needs to be installed in order
to provide service to Mr. premise. The cost to install the drop wire is $300 and cannot be waived. I apologize for any miscommunication that occurred.***CenturyLink Customer Advocacy
Complaint: ***
I am rejecting this response because: falsely advertised cost, representative waived fee that should not have been included to start with, company doesn’t answer the phone and hangs up on customers, company cancelled my order without my knowledge, company used business tactics that are discriminatory to communities with limited internet access and minorities. Century Link should be held responsible for false statements and advertising.
Sincerely
I started college in Aug. 2018 and a few months later, possibly 2017, I had internet services established. I did not record exact dates of anything- not something a normal person keeps track of. There was a special Obama offer for basic internet for $10 a month- that's why I signed up. I paid the initial start-up fee and every bill after that was wrong and reflected the regular price NOT the $10 a month special. I attempted to resolve the error and was given an excuse of "ghost" or "duplicate" billing and it would be fixed. I paid too much when I did pay the bill just to keep service and was told the error would be fixed and account credited back for over-payment. This never happened. Months later I cancelled the service only to find out they did NOT cancel my service when requested. To be honest I do not know when they disconnected the service but it was not when I requested. I have a balance of $290 something and I know that is wrong and I should owe less that $100. The monthly service was only supposed to be $10 a month and I made several payments that were more than that and the error was never fixed and every supervisor I have spoken with have either called me a liar or hung up on me or acted like the error was fixed. This is very unprofessional and unacceptable. I want to pay my debt but not more than I rightfully owe. I have reached out to Century Link several times with no luck.
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. There
was never an account that came to $10.00 a month. Extensive research of the
backlog of unpaid bills reflects this in the archives system.That
said, there are notations of issues regarding the service from the start and
several months into the service.I
have issued a credit of $137.58 to offset what the bill is and what the
customer has stated is the amount that they should owe.There
is a balance due on this account of $100.00 at this point that needs to be paid
as soon as possible to avid collections activity. 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
Two days ago I received a postal card from Century Link informing me that they will no longer be providing their internet subscribers with Norton Anti Virus software protection rather the protection will now be provided by McAfee Antivirus Protection. The card included instructions regarding how to download the McAfee software. I proceeded and contacted CenturyLink.com and followed the on-screen instructions As I have an office desktop computer and a laptop the downloads went smoothly and successfully. On bottom side of CL's webpage download form was a blank that stated something like "click here to send a download link to another computer in your system or family by placing their e mail address in the requested space then send which I did. The problem is that I placed the wrong e mail address for my wife and she never received the message with the download from Century Link. I tried several times but all meeting with failure. Yesterday I realized that I had provided the WRONG e mail address for my wife so I went back and sent the correct e mail address but again after contacting my wife she said there is no message from me or century link. I copied the original link from century link to me and sent it to her but again she said it would not work. Second part of problem is my wife is presently on an extended business trip to Buenos Aires, Argentina and she cannot leave the country because the entire country is on a corona virus 19 complete lockdown and quarantine. OK, so this morning I contacted Century Link tech service with problem and was told that I have to contact McAfee directly which I did only after several attempts as their help center I suppose is located in Pakistan or elsewhere. Communication is difficult at best if you have ever attempted to go this route. Anyway I explained the problem to McAfee tech people and told them that very soon her computer will be without virus protection depending on when Century Link and Norton turn off the switch thus leaving her without any anti virus protection. She can purchase anti virus software locally in Argentina at a very steep price which is ridiculous. I tried calling another McAfee tech support number at and again explained the issue only to be disconnected . I redialed the same number again, took several minutes to again explain problem and shortly thereafter the connection was lost. Unfortunately this is the story over and over and over again when in this case century Link who provides this anti virus software free to it's internet customers free places all the responsibility on the customer to solve this or that issue leaving their customers high and dry without a parachute. This is terrible customer service and needs to be changed so that when their customers have a problem with a party Century Link has an agreement to provide this or that service it is the customers responsibility to solve for themselves. Just plain bad service on the part of Century Link to duck and run. If I had her laptop here with me in Aurora I could possible solve the problem but it is 8000 miles distant with no idea when she will be able to leave Argentina and return to the U.S.A. due to their virus quarantine. If Century Link is going to provide a service to their customers by an outside company or group then they, Century Link should provide the customer support for that service rather than ducking and running. Just Plain bad service on their part. The only workable solution to present problem is for McAfee to send a download link directly to my wife at her e mail address to which they said "sorry, we can't do that as our contract is with Century Link and they must send that link". Century Link says we can't do that only McAfee can send that link. Back to square one with constant buck passing and ducking and running from responsibility.
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. From the information provided by our Repair Escalations
Team, our records indicate Mr. spoke with representative on June 12,
2020 and the issue was resolved. In an
effort to satisfy, an adjustment for one month of service has been
applied. A credit for $40 was issued on July
17, 2020 and should be reflected on the August 7, 2020 bill.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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is not satisfactory to me. Incorrectly reported by Century Link, issue was not resolved as reported
Sincerely
A Broadband Repair Representative has attempted to contact
Mr.’s at the contact number on the Revdex.com complaint (***). As of the date of this response, she has been
unsuccessful but will make a couple more attempts before she closes the ticket.***CenturyLink Customer Advocacy
I have been paying for internet speed of 1.5 MBPS for years but I am not getting anything close to that. at this time I get 0.3 to 0.5 mbps and centruylink knows this and is doing nothing to fix the problem. I have called several times, and I just keep being told that it is line exhaustion and there is nothing being done about it.
I have reviewed the Revdex.com complaint from Mrs. regarding poor internet speeds. CenturyLink is happy to look into the service issues and provide her with our findings.
I reviewed the repair history and requested our repair escalations team see if there was anything we could do to improve Mrs. internet speeds. Unfortunately CenturyLink only has 1.5 mbps service in Mrs. area with no current plans to upgrade the facilities. Mrs. current service is running at 99% upload and download speeds I was advised they have 5 devices connected to the service at the same time which will greatly degrade the available bandwidth.
Based on my findings Mrs. has the fastest speed available, we understand 1.5mbps doesn't work well with the available applications and streaming services available today. CenturyLink appreciates Mrs. contacting us, so we could check her current service, identify causes of the degraded internet speeds, and provide her with our findings.
Sincerely,
Mr.
Picked CenturyLink as internnet provider. They sent a tech over to install the router and the time installation time for set for 1:50pm. The tech showed up earlier when we were not home and left, called him a few times, and he said he is already gone and we need to talk to his manager. He gave a phone number for his manager which turned out to be a voicemail number for CenturyLink. Tried calling the company, hours on the phone, and now we are told the internet will not be installed until Tuesday.
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 tech arrives within the allotted time frame but earlier than the customer expected.The technician contacted the customer and let them know that they would have to reschedule the appointment.As a courtesy for this inconvenience and delay in the install, I have issued a one-time courtesy adjustment of $20.00.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
Over charged and bad customer service
CenturyLink appreciates the opportunity to review Mr.’s
account, ***. Our records
indicate Mr. spoke with representatives on March 24, 2020 and requested
the disconnection of his account. The order
completed on March 25, 2020, which was the start of the new billing cycle. Per
our proration policy, charges for another month of service was correctly reflected
on the March 25, 2020 bill. 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 Mr. disagree with the policy but he did
not terminate service prior to the implementation date. Thus, the proration policy will apply. CenturyLink appreciates the opportunity to
address Mr. concerns.***CenturyLink Customer Advocacy
Complaint: ***
I am rejecting this response because: I canceled the service prior to the new billing cycle, I talked with a Rep on march 16th and told them to cancel before the new billing cycle therefore I should not have been billed. It is a rip off to be charged for the month that I did not use Thanks CenturyLink to illegally put money in your pocket that you are not entitled to. If you had any decency you would refund my service charge for the month that I did not use
Sincerely
There are no notations on Mr.
***’s account from March 16, 2020. The
first notation that requests the disconnection of the account is on March 24,
2020. While the charges on the account
are valid, CenturyLink has agreed to adjust the charges for the new month of Internet
service that was reflected on the March 25, 2020 bill. A credit for $65.43 was applied on July 19, 2020. Since the account is closed, a refund check
will be issued.
***CenturyLink Customer Advocacy
Internet service———I have spent 4 hours on the phone trying to through to customer service . I was new customer. Every time some one answered they said I can’t help you I need to transfer you . After that kind of service I just wanted to cancel my service still got transferred 3 times and hung up . I mailed my equipment back to Olathe KS.Address that was on the box that was mailed to me and I want to make sure I do not get a invoice. I never got it hooked up and never got through to anyone in customer service that could help . I do have a signed receipt from the post office showing the equipment was returned if I need to forward that to someone . Just want my service canceled and no invoice plus a email from CenturyLink stating it has been done .
Thank you
***
***
Ph ***
Email address ***@gmail.com
I have reviewed the Revdex.com complaint from Mrs. wanting to ensure her CenturyLink account was canceled and no charges were incurred. CenturyLink is happy to look into this request and provide Mrs. with an update.
I reviewed the call from 06/18/2020 Mrs. spoke to agent *** checking to ensure her account was canceled before it was scheduled to be activated the following day. *** verified we did receive the modem she attempted to cancel the pending order but the attempt failed due to a system issue. The account has since been canceled and I adjusted the balance of $81.03 that was on the closed account.
CenturyLink would like to apologize to Mrs. for the problems she experienced trying to get help we know how frustrating being transferred multiple times can be. The reason for the transfers are Mrs. account was set up by a specially trained department who handles accounts that were created in CenturyLink's new ordering system. CenturyLink is working to eliminate these transfers by having all employees trained in the new system very soon.
CenturyLink appreciates Mrs. contacting us, so we could identify the cause of the call transfers, ensure her account has been canceled and let her know I adjusted all remaining charges on the closed account.
Sincerely,
Mr.
Cancelled service on 14 April 2020. Paid bill by calling in payment on 1 May and was assured no further payment would be required and service was terminated. On May 13th received a bill for $44 with due date of June 11. Called and was told the service generated a new bill on 11 May and then canceled service. They said they would credit the account and they did. On 21 May received a past due balance bill for $44 with a due date of 11 June, "payment due upon receipt". Called and complained and was told it was an error and that I in fact owed no money. On 30 May I received a "Reminder of Charges Due" dated 27 May. Called and complained again and was told notices probably crossed in the mail. My question at that time was how can a notice be generated for a past due amount when the bill (if owed) was not due till 11 June? Could not explain. On 11 June I received a second "Reminder of Charges Due" notice. Called again and complained, spent over half an hour being transferred and on hold only to get disconnected.
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 reply, the customer engaged another agent from CenturyLink who adjusted the additional $44.00 in charges. This is due to the fact that CenturyLink bills in full months at a time and the bill for the $44.00 h was sent the same day hat the customer closed the account.This account now sits closed and with a zero balance owed.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
Moving from 1 house to another in Las Vegas. The initial order was to start a 2nd service but processed as a move and cancel. Then I had to wait to reinstate the service without having any connection at all. Then finally after 2 orders it was remedied. Now comes the time for me to cancel 1 address and continue service at the new but was processed wrong again. 3 consecutive wrong orders without my permission to cancel service. Now at the new house service needs to be engineered because the server is too small. On 3 occasions they failed to follow customer requests and my wait to be fixed is July 2. Service was cut June 7.
The wrench in all of this is that my wife is a Dr. At Centennial Hills Hospital and can no longer do her work at home. Because of the back and forth my wife now can only work at the hospital. This is unacceptable and wrong for a company this size to completely ignore every request I've made to fix the problem. They failed to follow their terms under their contract.
Our
records indicate Mr. also submitted a complaint with our Executive Office
regarding his concerns. The Manager
assigned to the Executive Office complaint escalated the re-installation of Mr.
***’ Internet service, which was disconnected in error. The service was installed on June 19,
2020. To avoid duplication of efforts, the Manager assigned to
the Executive Office complaint will be the primary source of response to address
any customer concerns regarding this issue. ***Customer
Advocacy Group
I have had a terrible time with CenturyLink’s internet service, and I have contacted them frequently about it. My concern and complaint is that I was told I would be receive thirty days of internet credit due to my connectivity issues. Well, I received my bill this month and I was credited for the thirty days of terrible internet service. Second, I had a scheduled appointment with a technician today, so I took the day off because the service hours were very broad; 8:15-4:15 PM. That said, at 4:30 PM, I checked for any missed technician calls or emails and hadn’t received either. I checked “Where’s My Tech” online and without any notification, I was now scheduled for tomorrow! I never received any
notification about this appointment change. I began chatting with an online representative, but when I mentioned I wanted to chat with a Supervisor, I was disconnected.
I have reviewed the Revdex.com complaint from Mrs. regarding a rescheduled technician appointment and to ensure she received the promised out of service credit. CenturyLink apologizes for the service issues we certainly understand the importance of having reliable internet service especially when many of our customers are working from home and doing online classes. CenturyLink is happy to look into these issues and provide Mrs. with our findings.
I provided feedback to our repair and dispatch teams that service Mrs. area they assured me it's their responsibility to inform customers when a scheduled appointment needs to be rescheduled. The reason this appointment had to be rescheduled was due to the heavy workload in the area. CenturyLink is working to resolve this by assigning more technicians to this area help to clear the backlog and allow technicians to work overtime. Mrs. service issues have been resolved and currently running at 139% download speeds . CenturyLink credited a month of service for Mrs. account for a month of service on 06/12/2020 $60.90 reference number 17521494.
CenturyLink appreciates Mrs. contacting us, so we could provide feedback to our repair department, ensure the service was fixed, and confirm that we issued a credit for the chronic service issues.
Sincerely,
Mr.
Complaint: ***
I am rejecting this response because:
To date, my internet service has continually failed to perform consistently. We continue to experience inadequate internet service. The first person that came out said the problem was most likely resolved, but when it wasn’t resolved, the next person that eventually came replaced a box outside. However, later that same day the internet continued to respond the same way. Most of us in the house have returned to work and can not spend the time and energy contacting them yet again.
The thirty days of free internet service has not been applied to our account that I am aware of yet. I chatted online with a billing specialist last month when I did not see the credit, and the representative said it would reflect on the next billing statement. I have not received that statement yet.
Sincerely
I have reviewed the reply from Mrs. regarding a status request for a promised credit on her account. The $60.59 service credit was issued on 06/12/2020 and posted on the 07/02/2020 billing statement.
Sincerely,
Mr.
We canceled our CenturyLink cable service in June 2019, leaving us with a credit of about $99.00. We have contacted CenturyLink numerous times and they always say the issue has been expedited to a manager ... and yet our check never comes. We have never experienced such horrendous, inept customer service where they are flat out liars. We will never ever do business with this horrid company again and are canceling all our primary resident and rental property accounts with them.
Our
records indicate Ms. also submitted a complaint with the Oregon
Department of Justice (***) regarding her concerns. A response from CenturyLink was sent to the OR
DOJ on June 22, 2020. Please refer Ms. to below email for
more information. To avoid duplication of efforts, the OR DOJ will be the
primary source of response to address the customer concerns. ***Customer
Advocacy GroupFrom: Customer Advocacy (PUC) Sent: 6/22/2020, 1:04 PMTo: [email protected]: RE: Consumer Complaint from OR DOJ *** / ***
*** [ ref:*** ] Good afternoon, ***. I have verified that the customer was indeed refunded the $100 credit balance
on 06/11. It generally takes 2-3 weeks for the check to reach the
customer. The account balance shows zero at this time. Let me know if anything further is needed. Respectfully, *** Case Manager
A while back my mom had CenturyLink, always was good and I payed it When she wanted to cancel they told me (helping my mom with it) just dont pay and it will cut off automatically which was all fine by me. Recently I got them for my place but I went out of town and gave my gma the money to pay until my deal expired thinking while I was gone it would cut off like the guy who set me up on the phone told me and years before with mom. Well come to find out they changed and gave me no notice or nothing and that guy lied. when they sent me a letter I called and they didnt even have my correct phone number I had for years.I called trying to get someone to compensate but all I got was them saying if I would of called a month earlier they could have done somthing. Even tried to call corporate. They're corporate number dosnt work and they're customer service is rated a 2.4 or somthing I checked when I was trying to get into contact with them for straight months someone to handle this situation but failed. I thought it was dismissed cause I explained to several people how I felt scammed but recently they are affecting my credit and I'm considering a state attorney if nothing happens soon.
I have reviewed the Revdex.com complaint from Mr. disputing charges on his closed account. CenturyLink is happy to investigate this billing dispute and provide Mr. with our findings.
Mr. states the thought his account would automatically be closed once his promotion had expired. CenturyLink has never had a policy of closing customers accounts at the end of a promotion. CenturyLink customers need to contact our retention department and request their account be disconnected. Mr. called on 04/02/2018 and spoke to agent *** inquiring why his bill was so high. Agent *** advised Mr. that his promotion had expired resulting in his monthly rate increasing. Mr. advised our agent he understood and would call back when he could pay the bill.
On 05/03/2018 Mr. called in asking why CenturyLink had called him agent *** advised him it was due to his unpaid balance. Mr. told *** he wasn't going to pay the balance since he thought his account was automatically canceled.
CenturyLink agent *** spoke to Mr. on 09/18/2018 he wanted to know why his account was sent to collections she advised him of the balance and sustained the charges as valid.
Mr. called CenturyLink on 06/21/2019 inquiring about starting new service he was advised he would need to pay the balance on his closed account and a deposit in order to start new service.
Based on my findings CenturyLink confirms the balance due on Mr. closed account is valid and would need to be paid in order to start new service.
Sincerely,
Mr.
Complaint: ***
I am rejecting this response because: I called centurlink multiple more time before than were marked in the email. They only posted in the response when I called after they said because I didnt call a month eariler they could have done somthing wich ticked me off that was a lie. They did not even have my phone number until I called them in to ask why. I also called I only told her I wasnt going to pay because I was frustratedabout being lied to and about when I got back into town my account was not shut off. Not when the deal expired but when you quit paying it shut off, I even asked the gentleman setting up my service over the phone. I feel like centurlink is beating around the bush. I'm not sure it most of the staff is uneducated about the company but I asked customer service and multiple employees about the old policy and they say it use to shut off when you quit paying not keep increasing value and adding fees like a loan shark. I also said I wasnt going to pay after feeling like I was done wrong and misinformed by your employees. I was waiting to talk to someone that could help instead of sending me to multiple places to retell my story. Please give me a call personally at ***
Sincerely
I have reviewed the reply from Mr. regarding his billing dispute. This matter has been investigated by several Executive Office Complaints Managers, all have sustained the balance as valid. CenturyLink's stance is unchanged the final bill would need to be paid in full for Mr. to start new service with CenturyLink .
Sincerely,
Mr.
unresolved internet connectivity problem. Have had to open third ticket for problem. they keep closing the problem ticket without any action on their part. Have asked for manager to call me and no one has. No connectivity for a week tomorrow. Have to wait 30-40 minutes to open a ticket and then they close it. I can not afford to have no internet connectivity for a week in my business. this has to be resolved soon.
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 there was a recent outage in Mr.
area. Once the outage was resolved,
there was still an issue with his service. A repair ticket was opened and the technician was scheduled for the
first available date. CenturyLink
regrets any delay Mr. experienced.A test was run on Mr. circuit. It is currently trained and authenticated. He is receiving his paid for speed and the
line was stable. In an effort to
satisfy, an adjustment for one month of service has been applied to the
account. A credit for $45 was issued on
July 8, 2020 and should be reflected on the August 1, 2020 bill.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
CenturyLink may be the worst company I have ever dealt with in my life. It took numerous calls and being on hold over 2 hours to try and disconnect my service. I was transferred more than 5 times. Now 1 month later I get a letter in the mail confirming my NEW service, which I never ordered. They bothered to give me a new phone number (Again I never ordered or requested) which I am now having to call again and straighten out their error. I have already been transferred once and have been on hold for 20 minutes. I only gave them a one star in order to register my complaint!
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
Twice now Centurylink has double charged us.
I pay all our bill online through our bank, once a month at the same time. In April I noticed they double charged us, so I spent hours on the phone being transferred from one person to another... the various people did, and did NOT have my up-to-date account information... several told me, or confirmed that their website is never accurate. They acknowledged that I was NOT setup for auto-pay with them, and that they had charged me twice. They eventually reversed the charges.
Now it is June, and once again they double charged us and one of the charges is an auto-pay. They told me that auto-pay was on, but they would refund our payment and turn it off, and guaranteed it would not come on again. Given their track record I do not trust that this will be the last time. If we had better options for internet and phone, I would gladly dump them as a service.
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
When I was living in Iowa I was using this company's internet service from September 2019- January 2020. I moved at the end of January to South Carolina and had called to have my service turned off and I sent back their modem back in February. The not only failed to cancel my service but also has proceeded to continuously charge me. My bill was set to be $55.00 a month and has since risen to $404.20. When I called to talk about the issue with the customer service representative (which is on a recorded line) the man told me that they did receive their modem and that in the same month someone changed my account plan which I did not authorize and that is illegal. I talked to a manager and the manager told me that well you can't use our service without the modem but then proceeded to tell me I still have to pay the full amount that has accumulated. Then when I asked the manager why was my account plan changed without my consent and what plan was it changed to he wouldn't tell me what it was.
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. After a thorough review of the complaint, the charges are sustained. Anytime a customer calls in to request a change or to disconnect service there is a timestamp and some sort of indicator who took the call even I a proper notation is not left at that time.There are absolutely no time stamps on this account until the most recent ones in June indicating the customer wished to cancel service.There are literally none whatsoever and though another representative that assisted with the cancelation of the service indicated that the modem has been returned that is something I could not verify as it does not show it was returned to our inventory.The customer has not been charged for an unreturned modem.As for the change in price, some of this is related to late fees the other is due to the fulfillment of the promotional requirement or the expiration of the promotion expired.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,*** Executive Office Case Manager