Lumen Technologies

CenturyLink has been contacted several times concerning this, they recently took $50 as a deposit and now say they never took it when my bank statement for says it has and has not been credited, gave them all the info when it was taken they are saying they never did

CenturyLink
Billing Support for 80020 zip code: *** Finance phone number: ***
I accidentally made a very large online bill payment to CenturyLink instead of another company (paid 2/18/20). The amount was so large that it would take me years to work off the credit with monthly services. In addition, I need the money refunded so I can pay the bill that it was intended to cover. I’ve contacted CenturyLInk repeatedly and have been given nothing but the runaround and empty promises.
2/20/2020:
I contact CenturyLInk via phone *** and accessed my account using my phone number. I explained the situation and was told they couldn’t see my payment. I told them the payment was visible both through my bank as well as my CenturyLInk online account (see attached). He found the payment and told me Finance would have to initiate the refund. He was supposed to transfer me to Finance, but instead he disconnected me. When I called back, the phone system told me my phone number had been disconnected from an account. The second billing personnel I spoke with couldn’t find my account with the account number that’s on my bill (he also stated he couldn’t see the payment). Eventually he finds my account and transfers me to Finance. Finance tells me they have to verify the payment through my bank (even though it was an ACH payment, not a check). After leaving the line several times and coming back, he tells me I need to call the next day because the bank is probably closed. I ask for the direct Finance number so that I don’t have to go through Billing again.
2/21/2020:
I contact Finance at *** and again they can’t find my account with the account number on my bill, and he can’t see the payment I’m referring to. Again, I let them know that I CAN see the payment on my CenturyLink online account. When they find my payment, I’m told that the previous Finance employee was wrong. They don’t need to contact the bank. The money can be refunded after 14 days (when it gets posted). I’m told to call back Monday, February 24 and it can be refunded.
2/24/2020:
I make another call to Finance and explain my situation. I’m transferred from Finance to Billing and then back to Finance. I demanded to talk to a manager. Shelli (supervisor) tells me we need to verify the payment through my bank and asks for the bank name and phone number. When she calls the bank, I’m asked by the bank personnel to verify my credentials. I tell Shelli that I have little trust in CenturyLInk given my previous experience in trying to resolve this. After telling them that I don’t want to jeopardize my bank account by providing that information in the presence of a third-party (CenturyLInk), Shelli tells me CenturyLInk won’t refund my money without me doing so. After the bank accesses my account and tells CenturyLInk the payment is legitimate, I’m assured by Shelli it will be refunded. I ask her if it will be directly refunded to my bank, and I’m told it will come in a check. After asking how long it will take, I’m told 10-14 days. I tell Shelli I’ll be watching for the check.

3/9/2020:
It’s now been 14 days and I haven’t received a refund. After accessing my online account, I can see the money is still on my account as a credit. I call Finance and talk to Annette. She verifies my information and tells me a supervisor will contact me that day. Several times I reiterate that I need a call back that day, and she repeatedly tells me I WILL hear from a supervisor that day.

3/11/2020:
It’s now 2 days later and I haven’t heard from CenturyLnk. Again, I call the Finance department and ask for a supervisor, but there isn’t one available. After Olivia (non-supervisor) pulls my account, she verifies the history as I’ve explained it to her. She can see that the payment was verified through my bank, and that I should have received a refund. I’m told the supervisor is on a conference call and that I’ll receive a phone call that day from that supervisor. After repeatedly telling her I need a call back today, I’m told she’ll also inform her manager (and the manager that’s on a conference call), that it needs to be expedited. It’s now after 7pm and I haven’t received a phone call as I was promised.
Because of all the dishonesty and runaround that’s occurred during this process, I’ve been very concerned that the money will disappear from my account, given the number of employees that know about the large credit. As time goes on and I get no resolution, this becomes a bigger concern that I’ll never get my money back.

Given an unreliable internet service, I decided to have a CenturyLink upgrade with a new modem in July 2019. The service did not improve and then I decided to switch the internet providers. My phone line was transported on 3/6/20. On 3/7 I disconnected the Telephone Network Interface box at my house from the main phone line infrastructure. The transported line worked well with the new cable service. On Monday 3/9 I contacted CenturyLink to request canceling the internet and phone service. I was told they cannot cancel my internet and phone service yet as they said the line was not yet transported (although the phone line worked with the new service while the old phone line was physically disconnected at the box). They recommended to call again “tomorrow afternoon (3/10)” and the technician would have finished the work. I called again and was told the work was not yet finished and I should call my new provider to get confirmation that the work was done. The new provider confirmed that all work on their side was done and I should request cancellation of my account. The same day I called CenturyLink again and told Heidi that the transporting work has been completed and I request to have my account canceled. She did not do that as according to her info the work was not yet done (my house was physically disconnected to the CenturyLink phone line for 3 days). She told me the work will be done today and to call again “tomorrow” to confirm. I asked at what time I should call; she said 8 am. Today, 9/11, I did call in the afternoon and talked to Nicolas. Nicolas told me he cannot cancel my account as there is still a work order on file (which I checked on the website where I found the order number without explaining what it is.). After a long difficult discussion with Nicolas who has a very heavy English accent, I could not get my message across to cancel my account. He suggested again that I call tomorrow the same (800) number. In the end, he hung up on me. That makes it 4 days calling that same number. Again my line was physically disconnected on 3/7, 5 days ago. I will consider billing those 5 days and what is to come, like theft. Customer protection legislation?

I called several times before setting up service to find out about the speeds available in my area. I was told multiple times a speed I would have available in my new home, I was okay with that response (It was not ideal) but I understood. When I finally called to set-it up I was not told anything different UNTIL the technician came out and was told a totally different and the lowest speed I even thought was possible, I was completely mislead and lied to in order to set-up service and now im told there isn't anything I can do and to be completely honest this has been the worst and most frustrating situation, I cannot work from home and its literally going to cost me money to rent a space to be able to keep my position instead of centurylink being upfront about the service and this could have been avoided. Absolutely the worst case scenario and disgusting behavior on their part to. I've called t speak to several supervisors and have been so rude and tell me there is nothing anyone can do.

Century link had set up two accounts in my name (***) when they should have set up one. One account was cancelled (***) and reissued to a different person. However, by calling their line or accessing their website and entering account number *** and the last 4 of my social security number and zip code as security screens I can access this account. I have contacted Century Link about the problem and given them some of her personal information to demonstrate that I have access to information that I in no way should have. While Century Link claims that my social security number is in no way associated with this account, it clearly is and also the account holder associated with the account information is compromised. I have stopped short of getting her social security and credit card information, but I can totally tell you her name, phone number, email, address, etc. In addition to changing any and all settings associated with this account. This is grossly negligent of Century Link. Really what I'm after, is getting my social security number completely removed from that account, whether it is visible on their end or not, and ***'s information protected.

Phone was not hooked up on 2/28/2020.

I've been a customer of centeylink for many years. Summer 2019 I was offered a promotion to bundle services with DIRECTV. We had MANY billing issues with this bundle deal. Most dealings for billings issues were corrected through DirecTV. December 2019 we had enough with the constant billing issues with this bundle . We made a payment December 30th. After the made payment we called to get services un bundled and receive separate bills for both CenturyLink and DirecTV. I was assured by respentatives at centeylink and DirecTV that we will receive separate bills next billing cycle. I received my CenturyLink bill with a charge from DirecTV. I promptly called and spoke to representatives at DirecTV that assured me this was a error and I'd have to deal with CenturyLink to handle it since it was on their end the error was made. Over that past months I have spent SEVERAL HOURS trying to correct this billing mistake. I have all my records and show a $0 balance on my DirecTV account while a new CenturyLink billing cycle was generated. In all they are charging me for services already paid. After speaking to multiple representatives at CenturyLink on February 12th a representative made a "claim" to have to the issue resolved, I was told by this representative to give the claim 3 business days to be processed and I can call for a update. I waited over the 3 days called CenturyLink for the follow up only to be told I was given false information and claims through the department take 10 business days and CenturyLink contacts me to notify of the results. 2 weeks went by I never received a call . Proceeded to contact CenturyLink AGAIN , representative states the CenturyLink system is down and I have to call another time. Friday March 7th I received yet another wrong bill from CenturyLink still not fixed. still no phone call about the claim ! Tuesday March 10th I spend over a hour speaking with CenturyLink representative's. They tell me again past representatives have misinformed me. That the claim made on February 12th was not processed properly, so in all my situation was not being dealt with. With all the information they had with the billing issue and the evidence I had as a customer was a billing error that has now been 3 billing cycles is still unhandled . I was also informed they couldn't take care of this situation promptly and I would have to again make another claim and wait up to 10days for this to be corrected, and be billed again. I have called this company multiple times over the past months and NOTHING is getting resolved. I have even offered to email copies of billing statements to show mistakes. Please help
Thank you

I have been with centurylink for 18 years. I have not had any problems with internet services until 2 years ago. I have had to call a tech out every 2-3 months to repair service, although it goes out more than 2-3 months. The phone cords which have been reported is wrapped around a barb wire fence and has been for over 1 1/2 or more. I have had to take off numerous times from work to meet a tech and only get resolution for a day or 2. Once it rains or the wind blows service is out again. I have very rarely received the services I have paid for. The most recent call was just 2-3weeks ago and service was not even restored by tech. I tried to contact them last week and they stated that they did not see no problem on their side and before we could get finished they disconnected me and although the had a callback number never attemped to contact me back. We have had very slow service for 2-3 months now (not the service I pay for) and since the tech left there is no internet connection at all. I have taken screenshots of the box and websites stating there is no internet connection. When I contacted them to day to cancel and ask for them to write off the balance I owed because of the lack of service they stated they don't even see any record of me calling. This is ridiculous. I have been a valued customer for 18 YEARS. I would not have even cancelled service if I was getting the service I was promised and have overpaid for.

We started the process of porting our telephone numbers from CenturyLink to our new phone carrier and instead of letting the port happen. The port request was denied (for all but 20 numbers) and they were disconnected and no longer worked. This happened on Feb 12th. We are still waiting for the 648 numbers to be fixed so that we can port them over.

I called febuary 15th for insulation and they came out on the 28th to tell me it was a box issue was damaged and an engineer would come out to fix it next week. I waited a week and no response and I call last week. march 4th and they said it was fixed and someone will be out there This Saturdayon the 7th of march. He came and did a great job but at the end he said that it was a weak signal and he said an engineer should be out MONDAY TO FIX IT..TODAY IS MARCH 9TH AND NO ONE CALLED AND MY SECURITY PEOPLE CAME TO SET UP THE DEVICES.. WE NEED WIFI. I CALLED CENTURY LINK AND WAS ON HOLD FOR 40 MIN JST TO BE TRANSFERRED TO A SUPPERVISOR WHO NEVER ANSWER THE PHONE. I WAS PASSED TO DIFFERENT DEPARTMENTS 4 TIMES. I CALLED BACK AGAIN JUST TO DEAL WITH THE RUN AROUND FOR ANOTHER HOUR AND 7 MINUTES. I TOOK A SCREEN SHOT. THE SUPERVISOR SOME HOW GOT DISCONNECTED AND NEVER CALLED ME BACK!!!! POOR SERVICE. I BETTER NOT BE BILLED FOR SERVICE!!!!

I signed up with Century link in early November due to us moving and AT&T stating it was there brother company if they couldn’t help us. Part of switching the them is that we would receive $10 off our bill each month since we were still going to be with Direct TV. When switching it was one thing after another. First situation we dealt with is when their guy came to burry the line he cut the wrong line and I was out tv for over a week which if I didn’t pay for the protection plan through AT&T it would have costed us $100 to fix! After calling into century link about the issue their team was very rude and stated this is a “direct tv” issue not us, but yet their tech cut the line. Then the service was terrible! We were only getting a small portion of service we paid for each month (mind you still never seen $10 off our bill and we were with them for 4 months). I finally broke down and called Buckeye cable for our internet. On Feb 14th I called in to shut off my service with century link and asked how do I return this box for the internet. She advised me she couldn’t help me and I would need to go online. I advised her about getting a credit back since I wasn’t using the service a full month she said they don’t do that. I stated well until I get this postage thing for UPS to send this back I am not paying the final bill until I get it. I went online and requested for a postage and stated to me to wait 7-10 business days to receive it in the mail. I waited two weeks never received anything. Got an email saying the final bill was due. Went into to look at it and I was being charged for an extra $20 some dollars. But yet since My account isn’t “active” I couldn’t see whah they were charging me for. I reached out to them via chat so I had written proof at this point the games they were playing. I was told by the lady she could email me the postage via email and when I asked her why I haven’t received it yet via mail or why didn’t the other lady do that she just kept repeating to me did you get my email which mind you I said yes to ten times while my question was not being answered. Then I asked her why was I being charged an extra $20 some dollars and she refused to answer me. I finally got so upset I told her that she should find a new job if she couldn’t answer my questions. Mind you today is March 9th I have been dealing with this for over a month and I’m so tired of being treated liked I’m a debtor when I actually pay my bills on time! The only reason I switch is because the service sucked, the customer service was ten times worse and I wasn’t getting the promotion I was promised! At this point I’m fed up and cannot seem to get people to actually talk and not treat me poorly just because I am asking simple questions and if their customer services reps do not know how to answer isn’t it their job to figure it out! I’ve never been so upset with a company!

CenturyLink has ZERO customer service. I spent 7 hours on the phone just to get then to replace my current modem. Their customer support want to either charge me or sell me a new modem since my current mode was 18 months old. I never realized equipment supplies by your internet provider could fall out of warranty.
After almost 9 months of call CenturyLink to have their tech support tell me to reset my modem to correct internet connection issues. Every time I have called CenturyLink tech support their focus was to read their script, resolve the issue as quickly as possible so they can close the ticket.
The CenturyLink call center is so scripted that when I called to speak to a super visor regarding by most recent experience with the service center. All the supervisor want to do was tell me that there was nothing they can to resolve the issue I have with my modem unless I leas or purchase a new one. Even after telling the supervisor two time that my ticket has been resolved and that all I wanted to bring to their attention was how I had to ask multiple time to repeat their name or information regarding our discussion. All this supervisor did was validate how their customer support team is not interested in truly providing customer support. They just want to sell equipment and close out tickets. Differently not customer aware or interested in their customers experience.
I thought CenturyLink has poor customer service over the 18 years I have been with them.. but this past weekend CenturyLink customer service is 0 out of 5 stars. They only get a one star because I can not submit my review with a star rating.
Customer be Ware!!!!! Make sure this is the only option you have for TV / Internet.

Ineffective wifi modem. Centurylink sets up service. I pay using autopay. Centurylink forgets about us. Centurylink provides firmware updates and newer better modems come out with new technologies. Centurylink makes no attempt to share the news that there are faster, better modems available. You try to call Centurylink and nobody has the same answers. After 30 minutes you seem to be automatically disconnected. Horrible customer service: I spent 4-5 hours of my Friday night with over 10 Centurylink phone people and chat people. Everyone of them either hung up on me or dropped the chat. My Centurylink 1100T modem is outdated and ineffective. Centurylink went into my radio settings on my modem and changed the output level from 11 to 1. Consequently, I only get 20 feet of range. When they first sold me the modem and (Only thing available package) for my *** area, I received well over 100 feet wireless wifi. As it turns out the firmware in the 1100T is obsolete. Centurylink does nothing to keep my wifi cutting edge. They just collect the autopay from me and keep a low profile. I asked Centurylink if their DSL would work with a third party modem. Perhaps Centurylink does not want to be in the business of selling modems so I got to thinking I could my NetGear or some other brand that cares about connectivity. Centurylink phone clerks say they strongly recommend against using third party modems. Meanwhile, Centurylink offers no replacement modem or assurance that they they will figure out and repair or replace their weak ineffective modem so that as a high-paying customer I can continue to have my 3 MBPS connection. That is another thing. Centurylink monopolizes the wifi market at my Latitude*** and Longitude: -*** There are the only ISP and they have no customer service.

Internet services were cancelled on 2/5/2020. Century Link wants their modem back but does not send you a box or mailing label or anything. You go onto CenturyLInk.com and request a label (2/20/2020) no label or box is delivered. Then on 3/7/2020 you receive an additional bill for internet services in the amount of $52.36 due upon receipt. These services were cancelled on 2/5/2020 and Century Link has not sent out a requested label (TWICE). I will not pay this bill.

I've trying contacting them on the internet and over the phone and I cannot speak with an individual person on this matter. This is the poorest customer service.

I have had Internet service for over 10 years. Got high speed internet, 80 up 5 down, with price for life. I work from home and this speed was the reason I was able to even be able to work from from to began with. Over tge course of 6 months this speed has been getting throttled to the point where I am now at a 1.5 speed down and lucky to even get 1 up. Ive bmnever had issues in the past, never had to call them for anything
My speed has been throttled so drastically, that Im lucky if the tv even worjs. I called to find out what is going on and mow being told tgat my area is now only getting 1.5 upload, bothing more. I sm floored as that was never agreed too, paying for, and what's even worse! When I call and provide sll my information, the automated message confirms my avmccount and then proceeds to tell me Im eligible for upgraded higher speed. Then, if Im lucky to get someone, they tell me no, we pnky provide 1.5 in your area. This is a complete bold lie, as I had to hacmve the speeds I am paying for life, to even provide as proof to work from home to even be iffered this job in the first place. As well as to periodically provide proof of those speeds to stay in compliance! The area where I live in when I first got this service was small, with very little devolpment and over the years has boomed with new homes surrounding my neighborhood, to where sll these new homes have received fiber connections and my neighborhood is being throttled to it's non-existence to even call it high speed anything! At this point, you're lucky to watch 2 tv's without someone getting an error for connection lost. Century link is the only provider in my area. No other provders will come into this area and they have throttled my internet so badly, just to be able to provide those higher speeds to new neighbors thinking no one would notice. That is in direct violation of Fcc guidelines and they are out of compliance. They have not made any improvements/upgrades to their service, in order to service new incoming customers, but instead taken from their existing loyal paying customers, in order to meet the demands in a booming growing area to keep out their competitors. No one will provide service because of CenturyLink and a dsl connection/fiber is vital when working from home, but yet all the new neighborhoods have fiber, but yet my dsl connection has been throttled to the point were it isnt even usable.

Century Link has scheduled an appointment on four different occasions to come out to our residence and install internet service. Every time we schedule this service they have to run a credit check. They have failed to show up on all occasions. When we call, they say they have to run another credit check to schedule another date to install. This has happened over the course of five months. When we ask to speak with supervisors, we're told they won't be able to assist us either.

Century Link has been charging my bank account $45.81 since September 2019. I do not have an account with them and they said they cannot help me get any money back.

On March 6th I called century link to advise them my services have not been working throughout entire month of February I spoke with a Sabra ID badge number: ***, she advised me that I FOR SURE SHE DOUBLE CHECKED AND YOU WILL HEAR IN THE CALL, that I was eligible to upgrade to a 10 gb speed. She said I was only at 1.2, which is fairly low. I mean it’s crazy to think I can stream anything on this speed. So I asked her to upgrade me and she said okay and she will transfer me to someone who can upgrade me, she transferred me to Dan badge ID number:*** he spoke with me was a little catty however I got through the call he told me he would change my bill to $39 a month because of my issues send a tech out and not charge me, and he also said he would apply a $30 credit to my account, I asked him to apply it to my current balance he told me I would have to wait until April, I got upset because I didn’t barely had services past 2 whole months but only reported February and for him to tell me I would have to wait that no manager could apply the $30 to my current balance he became rude and hung up on me. As in ENDED THE CALL. This is second time I was hung up on. Sabra first caller was not very nice she seemed as if she didn’t want to help and didn’t FACT CHECK HER INFO LIKE I ASKED TWICE GIVING ME INCORRECT INFO. And dan just hung up on me rude. I called back asking to speak to a manager and to be warm transferred that employee did not listen to me at all and he cold trans me to no where phone rang and rang and never spoke to a manager. The callers today were unprofessional, and told me wrong info several times. I just want bill adjusted I’m lying for aerveices I’m not getting and that is t fair.

I paid CenturyLink for direct tv on Feb 19 in the amount of 136.00 of which they did not return the money to DirecTV causing loss of service.

I've been a CenturyLink customer for close to 20 years. A few years ago, an adjustment to my internet ended up having them erroneously charge me nearly twice what they promised. I was supposed to have basic phone service for $20, and internet for under $80. They ended up charging me $60/month for phone, and $125 for internet. I had a long fight with then to get this fixed, and they finally credited my account over $1000 to fix the issue. They were also supposed to change the account to the correct rates. Thanks to autobilling and not having a bill for a few months (due to the large credit), I didn't notice until this month that they were STILL BILLING ME $200 PER MONTH. I am now in the process of fighting the bill again.