Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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Terrible, suddenly dropped my internet connection speed from 6 Mbps to 3 Mbps after a bill adjustment by Billfixers. No one can explain why this happened. It is almost unusable. The technician said there was nothing wrong on my end (my house was built in 2008 so not that old). Talking to customer service is like talking to a brick wall - they either don't get my point or have no clue what they are doing and we run around in circles. I unfortunately am stuck with with them due to their monopoly in my area. DO NOT RECOMMEND!
Order #:...
Date Ordered: 10/17/2018
Status: COMPLETED
Completed Date: 10/24/2018
Was getting 6 Mbps initially from this order up until...
Order #: ...
Date Ordered: 02/24/2020
Status: COMPLETED
Completed Date: 02/26/2020
This order was created by Billfixers and ever since then it's been 3Mbps or slower
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 signed up for service and was given a particular price. I ended up needing to change my services and was told that it would be pro-rated and the price would go down but was charged for a cancellation and restart on top of the fees instead. At that point I cancelled all services as I was getting numerous answers and no help. I stopped calling because every person I talked to offered no help or even compassion for the situation.
Our
records indicate Ms. has previously submitted complaints with the Revdex.com (#*** and #***) regarding her concerns. A response from CenturyLink was sent to the Revdex.com
on November 26, 2014, December 4, 2014, and April 14, 2015. CenturyLink has reviewed our
previous responses to Ms.’s issue. Ms. did not provide any new information regarding her
complaint. CenturyLink has thoroughly
investigated Ms.’s issues. After
careful consideration, we believe our original investigation and responses to
be valid. CenturyLink has closed this
complaint. The previous responses are below. MargaretCustomer
Advocacy GroupDate Sent: 11/26/2014 3:37:34 PMCenturyLink
appreciates Ms. giving us the opportunity to review the handling of
her account. At CenturyLink, we strive to provide outstanding customer service
and her comments are appreciated plus utilized to enhance our training.Based on
records, Ms. had service installed on September 10, 2014 with an
order *** which included DSL and a landline. October 8, 2014 an order was
issued to add qualifying promotions to the account. The first
statement for *** was for services from September 11, 2014 thru
October 12th then we
bill one month in advance October 13th thru November 12th, 2014. The services were changed to a Standalone DSL account (*** with an order *** dated November 13, 2014. The November 13th statement
reflects Ms. was billed for the *** from November 4ththru
November 12th. With the new account number reflecting DSL only, Ms.
was also billed for the dates of November 13th thru December 12th, 2014. As a
courtesy I have made an adjustment under 651 771-0240 in the amount of $ 24.16
for the DSL billing from November 4th to November 12th along with the late payment charge. If there are no changes on
the DSL only account the December 13th statement will reflect the correct monthly charges. The
monthly rate reflects $ 52.00 less the $ 26.00 per month loyalty credit for 12
months equals $ 26.00 per month plus modem rental not including
taxes/surcharges. The monthly rate reflects $ 52.00 less the $ 26.00 per month
loyalty credit for 12 months equals $ 26.00 per month plus modem rental not
including taxes/surcharges. (See below)Internet
Monthly ChargesInternet 52.00InternetLoyalty
Reward Discount Month 1 of 12 -26.00Internet
Monthly Charges Total $26.00Internet
Service651
771-0240Internet
Cost Recovery Fee 0.99 Advanced
Modem - Lease 6.99 After
complete review of the account, the billing statements are correct as Ms.
*** has been billed for services from September 1, 2014 with no payment
on the account. At this time the total amount due is $ 214.91. Due to
CenturyLink statements printing once a month I am unable to send out a
corrected statement, however, each monthly statement reflects any changes
and/or credits to the account. I
apologize for any inconvenience this may have caused Ms. and
appreciate her being a valued CenturyLink customer.Regards,Becky D.Customer Advocacy Manager--------------------------------------------
Date Sent: 12/4/2014 12:24:07 PMCenturyLink
appreciates feedback from Ms. and another review was done to ensure
there was no oversight.Originally
when Ms. had requested services it was for a landline along with DSL
services. However, on November 13th,
2014, Ms. disconnected the landline leaving only the DSL services
which provides her internet services and was given a new account number.The
charges on Ms.’s statement are for services from the date of
installation on September 10, 2014 until the services were interrupted for
non-payment on December 2, 2014. The account remains with a balance of $ 214.91
are valid charges and sustained.I
apologize I am not able to provide the resolution Ms. is seeking.Regards,Becky D.---------------------------------------CASE
ID: ***On
April 14, 2015, you provided the following information:CenturyLink
appreciates the additional information from Ms.. Upon another review
of her account, CenturyLink records reflect the current amount due is $ 147.56. The
February 2015 statement reflects credits for services from the date of December
3, 2014 thru February 12, 2015.Previous
Balance 295.93New
Charges -148.37________________________________________Total
Amount Due $147.56 Ms.
***'s name has been added to CenturyLink's Do Not Solicit website. However,
CenturyLink records do not reflect any additional being sent to Ms.. The
account has been cancelled effective December 3, 2014 and the balance remaining
after all applicable credits is $ 147.56.Again,
I apologize for any inconvenience and losing such a valued customer as Ms.
***.Regards,Becky
D.Customer Advocacy Manager
Complaint: ***
I am rejecting this response because: they did not address the issue of them charging me to cancel a product/switch my service package after being told there would be no charge for that transition...
The fact that I was given false information not once but multiple times is the primary reason for my complaint; yes I want the bill resolved but I would like for there to be some acknowledgement that they did the opposite of what I was told. I was a loyal customer up to this point and had considered re-starting service. That will never happen now; I am highly disappointed in the customer service (or lack thereof) that I "received" from this company.
Sincerely,
Jennifer
Ms.
*** claims she was charged to ‘cancel a product/switch my service
package after being told there would be no charge’. I have reviewed Ms.’s October 13,
2014 bill on account 651 771-5424 051 (Internet and Home Phone) and the
November 13, 2014 bill on account 651 771-0240 052 (Internet only). Ms. was not charged to switch her
package. There were no installation
charges reflected on the bills. She was
only billed for products and service that were ordered and installed. In addition, a $24.16 courtesy credit was
applied to the account as a result of the 2014 Revdex.com complaint.
Margaret 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
They need negative stars. My.internet has been going in and out for.the last 2 months. I never get any resolution from them. At this time where people are being forced to work from home I will lose out on a day of pay and the best they can do is a 20 dollar credit to my account. So I lose out on over $200 for my day of work lost and they offer me 20 bucks like I am getting something special. I have a house, Bill's, groceries, gas, life I have to pay for and they have no care or concern. This company is a joke and should be closed down because of their complete incompetence from top to.bottom at this company. I am pretty sure my 9 year old.son and 5 year old daughter could do a better job running this company. Their outsourced Indian staff is not helpful what server and they do not care. I am going to be switching internet providers as soon as I can.
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 been trying for two entire days to contact centurylink in order to cancel my internet service. They have kept me on hold for two days. Today I finally get a message that they will call me back in two hours, the phone rings, I answer, they disconnect me. I then go back to the original message that I have received previously, and they do not offer to call me back in two hours. I know that means I will be on the phone all day.
I have reviewed the Revdex.com complaint from *** regarding long hold times while trying to cancel his internet service. CenturyLink is sorry to hear about the long wait times we understand how frustrating that can be.
I escalated this matter to ensure the internet was canceled as requested. CenturyLink is working to resolve our long hold times to provide a better customer experience. As a courtesy I have credited *** account $25.00 CenturyLink appreciates him being our customer for the past 20 years.
Sincerely,
Mr.
Continuous email harassment
To whom it may concern:CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint. At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training. Records for this customer indicate the final bill notices the customer is receiving are from services rendered at a previous location, established in December of 2017 through April of 2018. If the customer is disputing this final bill please have the customer send a copy of email or any collection and or bill received to the case manager handling this case to *** for further review.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,Steve
I AM 94 YEARS OLD AND ON A FIXED INCOME OF 866.00 DOLLARS A MONTH.
MY PHONE HAS BEEN TURNED OFF BECAUSE I COULD NOT PAY THE BILL.
I WROTE TO AND CALL CENTURY LINK BUT NO ONE WAS WILLING TO HELP ME.
MY PACKAGE WITH THEM IS ABOUT 50.00 DOLLARS A MONTH.
I NEED MY PHONE TURN BACK ON DUE TO THE MANY HEALTH ISSUES I HAVE I NEED A PHONE.
To whom it may concern:CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint. At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training. Unfortunately, due to payment history and a large outstanding balance, the customer does not qualify for payment arrangements to re-open this account.The customer will have to pay the balance that is currently owed on the closed account and most likely will be required to put a deposit down prior to restoring service.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,Steve
Has been over a month since my service started. They said 10 business days to bury their wire. Nothing happened. After that time elapsed I called back only to find out that no one had placed such an order. It was scheduled 2 more weeks out March 13th. In the meantime our dirt road was graded, pulling the service line right out of my box on my home dragging it down the road. They did send a tech to reconnect the line but still had to wait for buried. March 13, by 5 on the work order said, I marked where my water line. I went out, came home and NOTHING done. Now explanation no call. I called same day and wait it would be escalated to their third party. Here it is,, two business days later, no calls, broken promises , and unsatisfactory performance to say the least. Thanks
Getting the job completed within a week or a months worth of service and waving installation charges. Mostly want to hear from the main company or their third party company who does their buried wire for an exact time when it will be buried ASAP!
I have reviewed the Revdex.com complaint from Deborah regarding a status update request to have her drop line buried. CenturyLink is happy to check on the buried wire service order and provide Deborah with an update.
I requested our Repair Escalations Department to get an update on this service order. Our Escalation Team reached out to the Supervisor of Regional Operations who oversees Deborah's service area for a status update. We were advised the line was buried on 03/18/2020 by our local contractor who does this work for CenturyLink.
CenturyLink apologizes for the delay in having this work completed unfortunately the estimated due dates can change depending on the buried drop contactor's workload. CenturyLink appreciates Deborah reaching out to us, so we could provide her with a work order status update.
Sincerely,
Mr.
I have tried multiple times to contact Century Link, both the number on their bill *** and the number they referred me to from their chat page on-line of ***. I get only an automated voice that offers to transfer me, I'm put on hold, and then disconnected. I have tried on multiple days and multiple times on each of those days and get the same response - simply disconnected. I can't find any way to reach them and there is no brick and morter store in the Chandler, Arizona area. The address on my bill for Century Link is
I have reviewed the Revdex.com complaint from Stephanie requesting assistance in canceling her home phone service. CenturyLink is happy help to place an order to cancel Stephanie's phone service as requested.
I was able to speak to Stephanie, verify her account information and place disconnect order for her services. The order number is *** I have backdated the charges to 03/01/2020 since Stephanie was having problems contacting our disconnect department.
CenturyLink appreciates Stephanie contacting us, so we could resolve this issue we apologize for the delay.
Sincerely,
Mr.T
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,
Stephanie M
I have called several times and went online to cancel my mother’s CenturyLink phone she had at her assisted living. I’m her POA and she is a vulnerable adult. There are notes stating that we tried to cancel and it is obvious that she wasn’t using the phone based on usage. We were told that the bill would be erased, because an error was made and the phone was not cancelled. I have received a bill again and again and call again and again. Every time I get the same answer and this bill is not erased though we called to cancel.
Horrible customer 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
I haven’t received a response yet.
I have had really spotty internet service that has never been fully fixed by CenturyLink, I pay $60+ per month, this month after having had NO service through no fault of mine, I decided to cancel and go somewhere else. CenturyLink refused send out a tech,refused to cancel my service, refused to connect me with someone who could. I have demanded three times that they cancel my not working service, and now they are trying to bill me for a month. The month from March 3-April . I havent had service during this time period. I was told that they don't prorate, This is theft.
I have reviewed the Revdex.com complaint from *** requesting her account be deactivated and bill credited. CenturyLink is happy to investigate this matter and provide *** with an update.
The account history shows *** contacted CenturyLink via our social media department requesting to cancel her service. After a few messages back and forth our CenturyLink consultant was able to verify the account information required to place a disconnect order. The CenturyLink consultant advised *** she would be billed through the end of the billing cycle per CenturyLink's final billing policy on internet only accounts. *** disputed this policy and requested a month of service credit due to service issues. On 03/17/2020 CenturyLink's social media consultant advised *** since she filed a Revdex.com complaint to dispute CenturyLink's final billing policy they didn't issue a disconnect order. There were no recent repair tickets nor reports of service issues found for this account. The last account notes were from 02/21/2020 when *** made a payment.
Based on my findings and the account history I have placed a disconnect order and backdated the charges to 03/15/2020 order number D14996577. *** will received an adjusted final bill within the next 7-10 business days. CenturyLink apologizes for any confusion regarding CenturyLink's final billing policy we sent out postcards to all CenturyLink internet customers back in June 2019 advising of this policy change.
Sincerely,
Mr.
I have reviewed Margaret's reply regarding a request for additional prorated credits on her closed CenturyLink account. Per CenturyLink's internet only final billing policy *** should have been billed though the end of her billing cycle which would have been 04/07/2020. As, a courtesy I backdated to disconnect date to 03/15/2020 CenturyLink considers this resolution fair based on our investigation of this complaint.
Sincerely,
Mr.
Complaint: ***
I am rejecting this response because:
At the very least you should have investigated further back, there are phone calls. I should not , will not pay for internet service that I did not receive.
The internet stopped working around the first-fifth of March. I will not pay for service that Centurylink failed to provide.
Sincerely
This service is horrible! It goes out EVERYDAY! More than once!
Comcast at LEAST will cover a portion of the entire day of service when it goes out. They do nothing of the sort. I’m in a dead zone and century link is the ONLY option. It’s not fair to have to pay for inadequate 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
I *** purchase two cellular phone from At&T. One phone full price the second phone was half price with the special that they was running. With the special they offer internet and cable also. We had comcast cable and internet that we determinate. With the new contract I *** purchase . The phone was for my business, BW Express, the internet was for my business, Cable was for personal all was handle true AT&T up on installation we received first century link bill was ***. It was incorrect . We contact A T &T they tell us to contact Century link that is suppose to be under BW Express not ***. We contact Century link they come to my house and removed the model and install another modern for the business and give me different account . Lately I notice that I was paying for two account, When I contact Century link the answers that I get from them was that I never call to cancel the other account. They came and disconnect one modem and installed other modem . When century link leave my house there was only one modem that was in used.they did not come and installed another modem they disconnect one modem and installed .by On 3/9/20 I call to cancel the account *** Under *** but they don't want to return the money that I pay. I was making two payment with a account that I did not know I was paying for. I never received the bill for another account . My Actually account is
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. Mr. has been working with an Escalation
Representative in our Small Business Group. A CenturyLink Residential Account was established
in error by an AT&T/DirecTV representative in October 2019. This account has been disconnected and an
adjustment applied.Mr. is a valued customer and I apologize for the
problems he experienced regarding this issue. CenturyLink regrets any
inconvenience he has experienced.MargaretCenturyLink Customer Advocacy
I am moving from my current residence and attempting to cancel service. There is only one department at Century Link that can cancel service. I have called 5 times and disconnected each time. I spoke with a customer service representative about this issue, and they directed me to try calling again. I did so, was disconnected again, and requested that the retention department contact me, since there was no way for me to get through to them. I was told, "Unfortunately our retention group doesn't make outbound calls." I called the number again, and was again disconnected.
I have reviewed the Revdex.com complaint from *** reporting problems trying to disconnect her CenturyLink service. CenturyLink apologizes for the frustrating experience *** had trying to disconnect their service.
I have reviewed the account history showing *** was able to speak our Retention Department on 03/13/2016 her service was disconnected on 03/16/2020. CenturyLink did experience some problems with our inter company phone transfer system which is likely the cause of ***'s calls being dropped.
Based on Nichole's years of service and perfect payment history I have credited the $28.50 remaining balance on her closed account. CenturyLink thanks *** for taking the time to provide us feedback it's invaluable for us to continue to improve our customer service.
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 originally bought a combined internet and television package through Century Link in July 2019. Direct TV was the television provided by the bundle package that Century Link offered. During the January billing cycle, I was incorrectly charged $390.13. (I am not aware of any television service that charges a monthly premium this high) through Direct TV (through bundled package). Century link then paid that bill as it was a bundle, and has since attempted to collect it from me. However, Direct TV had admitted the mistake in the billing, and credited the amount back to their internal account. Century link then disconnected my internet and suspended my television.
I attempted to call Century link multiple times. One time in particular I waited on hold for one hour and eight minutes before being hung up on. After finally reaching a customer service representative that wanted to help, they told me that I must pay the full amount due. That there was "nothing they could do."
I promptly cancelled my Direct TV account as I had not received the service for a month. I received $170.00 in cancellation fees although I was not receiving service that was in the contract (my account had a $0.00 balance).
Today, I am left with 775.00 in total charges that will be reported to collections if not paid. Neither Century link, At&t, nor Direct TV were willing to assist in any way. The services that were agreed to in the contract were not rendered. I spent countless hours on hold. Not a single representative nor supervisor was willing to help.
To whom it may concern:CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint. At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training. The large months' charge for DirecTV is for the NFL ticket and an additional sports package. The customer must be the one that ordered this through DirecTV as CenturyLink cannot change or order DirecTV programming.CenturyLink only provides the convenience of one bill for the two services. Any an all programming charges that CenturyLink is invoiced from DirecTV applied to the CenturyLink bill, paid to DirecTV by CenturyLink, combined and presented to the customer for payment. All programming charges for DirecTV must be disputed with DirecTV.Centurylink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,Steve
I have already complained to CenturyLink numerous times over a 2 year period. They refuse to fix the problem with the internet connection. I have MULTIPLE screen shots of internet speeds showing almost non-existent speeds of .1 mbps through .3 mbps when we are told CenturyLink will provide up to 1.5 mbps.
I contacted CL (refers to CenturyLink) again on March 9, 2020 as my speed was 0.1 mbps. After OVER 2 HOURS 45 MINUTES on the phone and going through 6 people, a gentleman in the Escalations Department spent time in contacting their Minneapolis office to see what the problem was. Minneapolis determined it to be out of 6 T1's in our local 'box', one of the T1's was dead (not functioning) thus causing issues for the 5 other T1's to function either. Escalations Department gentleman contacted their corporate office (which I found out through yet another phone call today 3-12-2020 because internet speed was still non-existent), he talked to Xinia in Customer Advocacy. She told Escalations man to tell me to call the "Director" directly and I wouldn't have to bother going through their 800# to repeat all I had been going through and that the Director would be made aware of the situation. Upon trying to contact the Director, the phone # did not go through as it said that # was not able to go through as dialed. I tried numerous times to call both the Director's office # and his cell phone with neither # going through or without being able to even leave a message or my contact information. Upon talking with several more CL employees on 3-12-2020, Jan in DSL contacted Xinia and Xinia "refused" to give me the directors # or to even put me through to him. No reason was given from Xinia. I have dealt with both her and Tony Hoffman before and they threatened to disconnect my service if I ever contacted them again. I only contacted them because the Escalations Department was told to tell me to contact them. Xinia refused to take my call and when I left my name and phone # I was rudely disconnected.
I have been lied to and not provided the service CL has billed me for yet having more days than not where I have SUPER SLOW to non-existent service due to a congested, old technology copper wiring and dead T1's, my neighbors and I are NOT GETTING THE SERVICE we're paying for thus fraudulent charges for service we are not getting.
This is a continuing problem and we have filed a complaint with the Attorney General's office as well as the FCC and Revdex.com. Colorado Congressman *** has also been contacted.
I have reviewed the Revdex.com complaint from *** regarding internet speed availability in her service area. CenturyLink is happy to check *** account repair history, available internet speed, and provide her with our findings.
CenturyLink has reviewed Ms. account numerous
times during the past two years at her request, including approximately 40
repair tickets. Speed tests continue to show
that the customer is receiving 100% of her purchased and provisioned speed of
1.5Mbps. The following letter was sent to the customer on June 27, 2019:The
network facilities in your service area are at capacity.
Accordingly, to maintain speed performance for current customers in the service
area, CenturyLink restricts both new customer installs and speed upgrades
for existing customers. CenturyLink has verified that the facilities
serving your location are in good working order and that you are receiving 100%
of your provisioned speed of 1.5Mbps. There are no current plans to expand
facilities in your service area. We regret the inconvenience and thank you for
the opportunity to respond.CenturyLink has repeatedly advised the customer of the
status of the facilities in her service area and that her current speed is the
highest available at this time.
Sincerely,
Mr.
Complaint: ***
I am rejecting this response because I have over 2 years of proof That century link has not provided 100% of service. of all the techs that have been to my home, they have all seen where I am not getting 100% of service. I have been told by the escalations department at century link that the T-1s in our Box are old and burning out. The Box that serves my home for Internet service is congested and yet century link refuses to uncongest the box resulting in .3 dowload speeds. I am not the only customer on this Box that has complained about these lack of contracted service. Mr. Tidd well continues to skirt the issue and not address the problem of the congested Box. How many times do I have to tell him and others at century link that we are not asking for higher speed as much as just consistently working Internet? I fear I am talking to people that Do not have the knowledge needed to perform their job. I have Also placed this issue before the Attorney General's office and the FCC. They are aware of century link's issue and are looking into it. All you need to do is look at Facebook and look at all the angry people that are posting about century link. I'm not the only one complaining about the Extremely poor customer service and poor, inconsistent Internet speed. We are only asking for consistent service.
Sincerely
I have reviewed *** reply to CenturyLink's response regarding her internet service. CenturyLink's findings on this matter are unchanged.
CenturyLink has reviewed Ms. account numerous times during the past two years at her request, including approximately 40 repair tickets. Speed tests continue to show that the customer is receiving 100% of her purchased and provisioned speed of 1.5Mbps. The following letter was sent to the customer on June 27, 2019:The network facilities in your service area are at capacity. Accordingly, to maintain speed performance for current customers in the service area, CenturyLink restricts both new customer installs and speed upgrades for existing customers. CenturyLink has verified that the facilities serving your location are in good working order and that you are receiving 100% of your provisioned speed of 1.5Mbps. There are no current plans to expand facilities in your service area. We regret the inconvenience and thank you for the opportunity to respond.CenturyLink has repeatedly advised the customer of the status of the facilities in her service area and that her current speed is the highest available at this time.
Sincerely,
Mr.
Complaint: ***
I am rejecting this response because:
Sincerely
Century link sent a bill to me after I had already cancelled my services - the repesentative I had cancelled with explained there would be a credit and I will recieve a check in the mail. Instead they sent me a bill for $68 claiming they charged me to turn my services on again in January, when I actually paid my bill THREE DAYS EARLY. They made the mistake and the supervisor I spoke with on 1/22/2020 told me that it was their mistake and it was strange that it happened. Now I am being charged for their mistake. I need these charges to be removed as it is stealing from me. The person I spoke to day 3/12/2020 Representative named RICK, was EXTREMELY unhelpful and rude - I asked for a supervisor and he refused to let me speak with one. After repeatedly asking and asking for 25 minutes to talk to a supervisor I finally became so frustrated I had to just hang up and give up on ever talking to any supervisor. So now I am stuck with a phony bill that centruylink is denying any help on and claiming the charges are valid after making the mistake charging me in the first place.
To whom it may concern:CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint. At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training. In the event a customer’s payment history is not always on time, CenturyLink will suspend service. In this case, the customer paid three days prior to that month’s bill date but had a previous unpaid balance and was suspended for non-payment.The final bill of $68.00 includes a charge to restore the service. As a courtesy to the customer CenturyLink has adjusted the $25.00 charge leaving a balance for services in the amount of $43.00 which is valid and due.Centurylink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,Steve S
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. It’s too bad that I had to come and complain about it to the Revdex.com and they couldn’t handle good customer service themselves, I appreciate your help in getting treated fairly. For the record century link doesn’t send bills on time and in my case never sent me any bills. I pride myself in my ability to pay my bills on time and centurylink sets up their customers to hurt them. Just plain horrible business practice - so happy to be rid of them at last.
Sincerely,
S M
I had a previous complaint with CenturyLink due to an outage and like usual Centurylink doesn't want to take accountability for it. In late February 2020, I called for promotions and they told me I can get 80mbs for $5 more a month and the new speeds would start March 3rd 2020 with one day of proration. I went for the offer but when March 3rd came it was still the 15 to 20 mbs speed both day and night. On March 11th 2020 I did the survey next day receive an email back from Centurylink tech support saying I am still at 40mbs and thats the max. I called Centurylink to basically find out I was lied to again by Centurylink as they falsely stated I would get 80mbs for $5 more but they actually took away a grandfathered discount for the same 40mbs I was paying for and not recieving. They were only going to offer me 30mbs for $40 which is basically paying the same for less and probably another lie. Why would I ask to pay $5 more for the same speed and why should CenturyLink get away with false advertising? The fact they wouldn't fix their mistakes or take accountability for the poor business practice shows they care very little for their long time customers. I have been lied to and paid CenturyLink a lot for service I don't recieve but yet they punish the customer that shouldn't be legal in any way or circumstance. If Centurylink wants to keep me as a customer they can give back the $15 discount they removed plus credit the account and actually take some responsibility when their staff messes up on their sales. Centurylink should be fined BIG for false advertising. I should not have to downgrade for the same rate their employee sabatoged.
I have reviewed the Revdex.com complaint from Taylor regarding a service and billing dispute on his CenturyLlink account. CenturyLink is happy to investigate these issues and provide Taylor with our findings and resolution.
Taylor's account history shows he tried to upgrade his internet service from 40 mbps to 80 mpbs taking advantage of a promotion we were advertising. In all CenturyLink promotion advertising we do provide a disclosure that the speed and pricing depend on availability and service area. Unfortunately the upgrade request order did not go through since the fastest speed currently available at Taylor's address is 40.00 mbps. The order process ended up removing a $15.00 monthly loyalty credit from Taylor's account that isn't available in our system any longer it was replaced by a $10.00 monthly credit.
I was able to review the call from Taylor to our CenturyLink Consultant Andre who consulted with Jarom one of our CenturyLink Supervisors. Jarom wasn't able to add back the expired discount, so he credited Taylor's account for 2 years of the lost $5.00 per month discount. Jarom issued the one time credit of $120.00 which also covered the pro rated charges created by the change of service order. Jarom explained to Taylor the credit would show on the account all at once instead of $5.00 per month.
CenturyLink would like to apologize for not being able to upgrade Taylor's internet speed at this time we understand that was a disappointment for them. CenturyLink appreciates Taylor contacting us, so we could look into this issue, ensure it had been resolved, and provide Taylor with our findings.
Sincerely,
Mr.
I have reviewed the reply from Taylor regarding a request for a lower monthly rate and misinformation on what internet speeds are available at their location. Taylor has the lowest possible monthly rate for the service they have at $45.00 (includes $10.00 loyalty discount) per month for 40mbps download speed.
If Taylor checks internet availability by their address on our website *** they will see the fastest option is 40 mbps for $49.99. When you select the offer details you'll see the following disclosure.
1.5M-199M speed offers with Price For Life Speed may not be available in your area.Rate requires paperless billing. Additional taxes, fees, and surcharges apply.
Customer speed experiences will vary, particularly when accessing the Internet wirelessly from various devices. Download speeds are via a wired connection. Internet speeds are not guaranteed due to conditions outside of network control, including customer location, devices, equipment, and access through a wired or wireless connection; see centurylink.com/InternetPolicy for more information.
Service and offer are not available everywhere. Available to new qualifying, residential customers and current CenturyLink residential customers who qualify; contact CenturyLink for details. Limited time offer. Credit check, deposit or prepayment with a credit or debit card may be required. Rate requires new Internet subscription and paperless billing. If paperless billing is cancelled or not activated in a timely manner, the then-current standard rate will apply. CenturyLink provided modem may be required for Internet; lease (up to $15/mo. fee; subject to increase, even with Price For Life) or one-time purchase option (up to $150). If customer subscribes to the Secure WiFi service, a $5/mo. fee will apply to a purchased modem. Self-installation, if available at customer’s location, may be selected. Tech installation fee (up to $125) may apply, if selected by customer or is required due to network technology at customer location. Month to month (referred to as “no contract”) service means no term commitment and may be cancelled at any time without an early termination fee but customer must accept High-Speed Internet Subscriber Agreement prior to using service (see centurylink.com/legal). When cancelling service on any day other than the last day of your billing cycle, all monthly rates, fees, and taxes, will apply in full and payments received for unused service will not be refunded or credited to account. Plan cannot be combined with other promotions. Customer must remain in good standing and offer terminates if customer changes their account in any manner, including change of address (even if plan is available), change to service, and service suspension (Vacation Program) or disconnection. Other than promotional rates, plans with monthly rates that don’t change, and monthly rates offered with a term commitment, your monthly rates for services, leased equipment, fees, or surcharges are not guaranteed and may increase during the time of your service. Additional restrictions may apply. CenturyLink may change, cancel, or substitute offers and services, or vary them by service area, at its sole discretion without notice. All products and services listed are governed by tariffs, terms of service, or terms and conditions posted at centurylink.com/terms. See www.centurylink.com/feesandtaxes for applicable taxes, fees and surcharges.
Due to the conflicting information Taylor received we provided a one time credit for an additional $5.00 per month for two years since we were only able to offer a $10.00 monthly loyalty discount. With this additional one time credit for the lost discount Taylor is receiving a net $40.00 per month rate. Taylor isn't under a service contract they can disconnect their service with no penalty at any time if they choose. Based on my findings there are no further credits due on Taylor's account for this issue
CenturyLink does not provide refunds for purchased equipment past our 30 day return period. CenturyLink appreciates the opportunity to explain our promotion offer details and our resolution for Taylor's monthly price complaint.
Sincerely,
Mr.
Complaint: ***
I am rejecting this response because: Where Mr. fails to explain is the part where Centurylink commited false advertising by saying they have 80mbs availible and from what hes saying there site tells different. $49 minus the $10 discount making the rate $39 a month would be a resonable resolution especially since I'm not getting the full 40 as mentioned in a previous complaint. A one time credit isn't enough to due to the fact that Centurylink has failed to take accountability for this crime. As I stated in my resolution it has to be a credit and a discount not one or the other. Since Centurylink commited false advertisement if they don't provide the $39 price or give back the $15 discount then the last resolution is to cancel my service free of proration and/or charges as well as refunding me the $100 I paid for the modem since I'll be returning it if it comes down to this. As far as Mr.Tindwell's response goes hes shown that Centurylink does not care for loyalty customers like myself and no one should stay with a company that falsely advertises a promotion but doesn't offer it and tells them to pay more for the same service. So the last offer for centurylink to keep me as a customer is to offer that price of the $39 or a higher discount or else cancel my service and refund for the modem once its recieved back. After this whole hassel I would NEVER RECOMMEND centurylink to ANYONE. This is no way to treat a loyal customer. I hope we can come down to a resolution otherwise I want no more to do with this Centurylink if all they want is to make customers pay more for them messing up.
Sincerely
I have been with Century Link for years and have always been dissatisfied with my service. While "reliable" for up-time (having at least some form of internet connection), the service has been terrible. For the last 3 or 4 months I have been dealing with the exact same issue where my internet speed goes from the "rated" 8M service and will suddenly drop to the 100-300kbps range for 10 minutes to an hour. I have had techs out to my location multiple times and just this morning they confirmed everything on my end is fine. Prior to this they were blaming my equipment for the fault. This pretty much the only provider in my area and they are happy to collect my payment every month whilst providing seriously sub-par performance. Despite my continued service problems no resolution, assistance, or even restitution has every been offered. All they want to do is send a technician out to my location to "troubleshoot" the service repeatedly but never actually get anything resolved. The last tech (2 visits from him back-to-back) was fantastic. He recommended ways to try to help... but other than him everyone else wanted to blame my equipment.
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. A Repair Escalation Representative tested Mr. service. Mr. was actually receiving speed that
was above his paid for speed of 8 Mbps. At
the time of the test, the upload speed was 12 Mbps. They found no issues with the circuit and the
line was stable. Unfortunately, 8 Mbps speed is the fastest speed that is currently
available at Mr. location. 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 April 7, 2020 and should be reflected on the
April 11, 2020 bill. Mr. is a
valued customer and I apologize he feels he was not treated in this
manner. CenturyLink regrets any
inconvenience he has experienced.MargaretCenturyLink Customer Advocacy
We had phone and internet services that were around 130.00 a month, after contacting Century Link to see if we could get a lower rate because business was struggling and the phone line would not let us fax, they told me they could add a second line to fix the fax problem and could get it down to $95.00 a month. I agreed. Then the next month bill was $194.15 Called again, 3 times and then talked with an alleged lady supervisor. She said she found notes the bill was $95.00 but before taxes, So I said so there is $100.00 in taxes. She became rude and said they are busy and call ended. No one including the Sup could fully understand the bill. Called again and talked to a lady and was told the bill was prorated and the next month would be back down to $95.00 plus taxes. I said ok and paid the large Bill. I got a new bill on 03/11/20 $182.14 so called and talked to Rico # ***. He was nice but my bill is the right price. There is notes on the account they told for the amount the guy told me but they still fail to honor what they agreed to.
I have reviewed the Revdex.com complaint from *** regarding questions on his bill stating he is being more than quoted. CenturyLink is happy to investigate this billing dispute and provide *** with our findings.
I requested CenturyLink Business Billing Escalations Department look into this issue and provide *** with an update. Billing Escalations Manager Nicholas Bellamy provided the following findings.
I reviewed this account, reached out to the
customer, but they did not answer. I left a voice mail with my contact info so
that the customer could send me an email letting me the best time to reach back
out. I went over the order that was placed and it was quoted correctly the
notes say they were quoted 94.98 before taxes fees and surcharges and that is
what’s being billed. The fees and surcharges did double due to they are based
on how many voice lines are on the account and now the customer has two since
he added a new line for faxing. I will continue to reach the customer and will
provide updates. ***
CenturyLink appreciates *** reaching out to us, so we could review the original service order, identify the reason the bill was higher than expected and provide *** with our findings.
Sincerely
My bill has been about $105 to $107 per month for the past several years. On 12/21/19, it jumped up to $127.47. On 1/22/20, it jumped up to $149.38. The one I just paid due 3/8/20, was for $150.48. I have received no communication or explanation as to why my bill has been jumping up each month. I have not requested or received any upgrades in service or service calls, although before my bill started to do this I received three calls from three different people/phone numbers claiming that I had requested a service upgrade and appointment and asked me the one time I answered the call if I was on "Apache". No, I do not live on Apache, I told him. I told the tech that I did not request anything from them and asked if they had me mixed up with someone else's account of something. He said "Oh, they probably just got the phone number wrong"! I sent a letter explaining all this to the address provided by my bank where I pay my bills for this account "CenturyLink Formerly Qwest Residential, P.O. Box 29040, Phoenix, AZ 85038-9040". Several weeks later I received my letter back with a sticker from the Post Office stating "Return to Sender; Not Deliverable as Addressed; Unable to Forward". So, I decided to contact the Revdex.com.
I have reviewed the Revdex.com complaint from *** regarding questions on why her bill has increased over the recent months. CenturyLink is happy to investigate the cause of the billing increase and provide *** with an explanation.
I reviewed Christy's account history showing she was on a 3-year price lock promotion for internet and unlimited home phone service. *** was receiving a monthly discount of $40.05 for 36 months this promotion expired during the month of November,2019. *** received a partial discount durng her December bill up to the date her 3 yr promotion was active. CenturyLink advises our customers every month on their billing statement of what promotion customers are currently on and how many months they have left before it expires. CenturyLink recommends *** contact our Customer Sales & Care to see if we have any new promotions available to help *** reduce her monthly bills.
CenturyLink appreciates *** contacting us, so we could investigate the cause of the billing increase and provide her with an explanation.
Sincerely
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