Lumen Technologies

I was charged for a month of internet service when Centurylink never got the services working. They came out to install and the install did not work. Tried repeatedly to get help, was told that I would have to wait over a week to get service. Had to reschedule and then was told another week so I decided to cancel and give up. Ultimately they are charging me for the time that I was waiting for them to come fix the install and the entire time I had no internet because it was NEVER INSTALLED. They sent it to collections. This is a fraudulent charge on their behalf. Will be fighting this if it is not resolved.

My internet went down, so we had three different technicians (on 6 visits) come out to repair the service. The first rep was unable to repair, and I filed a complaint after the second repair man did not show up or make any contact with us. However, that rep supposedly changed our internet speeds and our contract without my knowledge, consent or any proof that the work was done. This change rates, and yet did not fix the problem. We are supposed to be on the price for life deal.The problem was repaired when the transmission line was replaced - speed was never an issue. Now they are saying I voided my contract and rates, when I was never notified. They now tell me my rates are higher with lower speed. THIS IS FRAUDULENT.

Let’s see where do I begin? My February bill showed that I was still on auto pay so I expected it would be paid. When it did not post I tried contacting customer service. The automated system being a waste of time I decided to try a chat session. That too was a waste of time. You know bottom line is the customer service and being able to talk to a live capable agent is non existent. I tried to take care of this payment several times, that is my problem.

It is too bad you are not able to give a rating of zero stars. I have been calling and calling, spending 20-30 minutes at a time, validating my credentials, getting transferred, validating my credentials, getting transferred......
On and on it goes. No one seems capable of answering simple questions. For example: What are the modem requirements, if I move to the 40 Mbps service? I cannot get an answer. What is it exactly that the service technician will be doing (apparently a tech is required to increase from 20 to 40)? Again, no one is able to answer.
Eventually, they screw up the transferring of your call and you get dropped.
I'd like to increase the service, because the service level I have is exceptionally poor. Connection is constantly dropped, making it difficult to watch Netflix or get something done on the computer.
I bought a modem from CenturyLink for $100, but it didn't last two years. Poor quality. I would like to go with the Internet recommended Motorola......It will only work if the service is not Bonded VDSL. No one at CenturyLink can tell me if I would have Bonded VDSL.
It is an incredibly poor customer experience on top of incredibly poor service. I've also heard horror stories about Xfinity, but I guess I'll have to switch over.

I signed up for service on February 11th. Supposedly a technician was sent out on February 13th to connect service. I attempted to connect it on the 15th with no luck. I spent an hour on the phone with tech support and was told that the only way to get service was to send out a technician to activate it for another $60. I stated I wanted to cancel service and was told I can only do that M-F during business hours. I had to wait until Tuesday February 18th to call because of the holiday. Service was supposedly disconnected on the 21st even though I never got notice nor verification of this. I shipped back the modem on February 25th (tracking number ***). In the interim I had to fight to have my bill zeroed out because they wanted to charge me $70+ for service never set up and I wasn't even a customer for a week! I am still arguing to get my deposit back. I keep getting told different things and despite pointing out the false statements (and providing the proof in the chats) nothing is being done. At this point I feel that CenturyLink is hoping I will give up so they can keep my deposit. It is fraud and theft as far as I'm concerned.

I called to find out about getting CenturyLink service for my business to save money. The sales person told me he does it all of the time. He quoted me a package price that sounded good. When I got the bill it was over 2 1/2 times that. The never sent me a bill. I don't pay bills unless I get a bill. They sent me a disconnect notice because of non-payment. I complained about and they told me that they were going to release me from the contract with no charge because of such a negative experience with CenturyLink. When I called to confirm that they said that they were going to charge me and I would have to call them again to get CenturyLink to release me from the contract. If you want to pay the bill to CenturyLink with a credit card they charge you a large fee to pay with a credit card. They want to have access to your bank account so they can automatically get payment without sending you the bill. Trying to talk to CentryLink is difficult because they make everything automated so you have to ask for a representative multiple times before you can actually talk to somebody.

I have been in contact with financial services and customer service representatives and supervisors and my issue still has not been resolved. I was behind on my payments on my bill and in order to avoid being disconnected I set up a payment arrangement online. The arrangement was for me to pay two payments of $145 Over the next month in order to catch my bill up. I ended up calling in to Centurylink to cancel one of my two phone lines and after that was done I asked the representative if I could pay my bill early or would it just be auto-drafted out of my bank account. I was told that I could pay the bill at anytime and there would be no auto draft because they weren’t authorized to draft from my account. So after I was done on the phone I went online and made the first $145 payment. When the date for the payment arrangement came I was still charged an additional $145. I called customer service again and they apologized but said they couldn’t give me a refund because I owed them the money. I requested a supervisor and the supervisor said the same thing but gave me a $30 credit to compensate for my overdraft fees from my bank. I asked if he could cancel the second payment that was scheduled since I had a zero balance and he assured me that the second payment had been canceled. The next month bill came out and I paid the amount owed to put me back at a zero balance. Next thing I know I get an email saying thank you for your payment of $145. They ended up overdrafting my account again and told me that I would have to wait 30 days for a refund check in the mail. I have repeatedly been lied to, hung up on, put on hold for hours at a time, deliberately transferred to the wrong departments, and basically been told that this issue was my fault. This has easily been the worst customer service experience of my entire life, my bank account is still in the negatives and overdraft charges are piling up, as of right now I owe $40 in bank fees. I don’t have the money to get my account back positive and Centurylink doesn’t seem to care or be willing to get my refund back to me.

Centurylink is nothing but trouble when trying to pay your bill. I have not received a paper bill from them for months and I also do not get paperless. I NEVER had my account number so every month I would try to call in to pay my bill, which by the way is almost impossible. Last week I FINALLY got ahold of someone and it took them at least 5 minutes if not more to find me and my account. I then realized that my internet was out. I then had to get on the phone with their Tech department and they couldn't figure out what was wrong so they sent out a tech. Well, the internet started working again and I finally was able to sign into their app because I had my account number so I signed in and cancelled the tech. Guess who shows up 2 hours later, the tech. Ok no big deal. Then I go on my app this morning and it is showing that I owe them way too much money. I called up to find out why and they stated it was because they attempted to take the money out of my account twice and is bounced. I know the bank account info they have is incorrect. I gave it to them originally because I couldn't use the app. So now I have $60 worth of bounced fees and I never even tried to make the payment yet. I also 100% have the money in my account. This business really is a joke. I told them I want to know the account number and routing number they are using because it has to be wrong, but they don't know. So, because they messed-up I am getting screwed out of $60 or more that I should not have to pay. Additionally, I was promised that a manager would contact me within an hour. I have never received a call back and it has been days since I called.

On Feb 22nd we realized we mistakenly paid centurylink instead of our chase credit card in the amount of $5,613.47. After talking with our bank on Saturday they informed us that the refund would most likely be faster if we contacted centurylink directly. After trying to call we had to wait until Monday. On Feb 24th I called centurylink and had a discussion with the customer service representative. He indicated that he saw the payment in the amount of $5,613.47. He indicated it usually took 7 to 10 business days to receive a refund check. He also indicated he would escalate the process since it was such a large amount. Our normal monthly bill is $55.00. He said we should have the refund in 3 to 5 business days. On March 2 when I had not received the check yet I called back into centurylink to check on the status and find out when I should be receiving the check. The lady I talked to informed me nothing had been done and I needed to fax in a letter to start the process and it would take 7 to 10 business days from when they received the letter (this was the first time I was informed I needed a letter). Once I questioned why it had to be a fax she gave me an email address to send my request into. I called today, March 4 to find out the status. After waiting on hold and discussing with a different customer service representative I found out that it takes up to 4 days to receive an email and who knows how long to process it. After they decide your request is valid then it still takes 7 to 10 days to receive your money. So currently they have had my $5,613.47 dollars since Feb 19th. I would think they would have noticed something was wrong when they received it considering my usual payment is $55. This seems like an excessive amount of time to correct an error, even though it was an initial error on our part. I am very upset that every time I call in I get told something different that extends the amount of time it takes to receive the refund..

Wow! after reading some of the other people comments I guess it makes me feel better. We are a business and have had Centurylink for 39 years. We had to get new phones 9 months ago, so we kept with Centurylink what a BIG MISTAKE. They have over charged us on taxes which are 1/4 of our current bill. Our caller ID is not the company name it says (Bob.10) when we call our customers. Our phones have been down 4 time and up to 4 days at time. They issued 7 tickets numbers to correct and we had to go through the back door of a friend of a friend to get fixed, NO help from the ticket numbers. I have over 300 emails in a 4 inch binder of the issues and correspondence. I have had over 20 people help me and the last 2 people Rennie & Burton assured me it would get fixed that was over a month ago. I could go on forever but I see the trend I will get the same response email that everyone else has gotten. Should be NO star or thumbs down

Inconsistencies between phone calls. Pricing varies and goes up and down. Charges that were not mentioned in the phone call are then placed on my bill. This happens after I clearly ask them what my next bill will be. I've been told a "note" was written in my account only to find out when I call back later that there is no "note" to be found in the billing, tech and financial department. Phone calls average around 50 minutes each.

I discontinued my service with this organization August 2019 for a new internet provider. I have talked with them on numerous occasions since that time and I am still getting a bill with a increased payment amount.

Centurylink provided a modem/router that was incapable of providing internet services in my building. They've been notified numerous times of the issue, but it took 9 months to get a tech out to as the situation. I then had to make numerous calls requesting a device that would work.
I was told I would be credited for a dispute in billing because of the lack of service. I have yet to see the credit. I now am back at it again because I can not get a copy of my statement from them.

I had a technician stop by randomly one afternoon saying our wifi was running off 900 kb when we are paying for 20MB he asked to look and replace the jack when we asked if that would help because we were wondering why our wifi connection was so slow he replied yes. I came to set up the wifi for the man who lived here before you and he was an " *** so I left him with *** service so I know your jack needs replacing. He left and then the next morning our DSL light was red and there was no connection what so ever we called him and he said he couldn't make it out for three days so I called the 1-800 number for century link they sent out a new technician the next morning. He has two come out two separate times because the wifi kept going out. On his first he said there was no connection to our apartment, the second visit out here he called his supervisor because he couldn't not figure out what was going on he finally said who ever set up the wifi in September for us connected it to a different apartment. When we called to get reimbursed for the six months we paid for service that was not set up to our apartment the manager said they can only give us one month free because we did not report an issue ourselves and that from there end our connection is set up fine and working fine. We still have a flicker on our router and they said that's normal and it must be something else. She told us that the only we would get great connection is to plug a ether net cable directly into the TV. We don't have television that allows that. She continued to say the only thing she can do is give us one month free because that's when they were reported by a technician that they had to come out even though we never called anyone which shows the whole time we never had connection, we just didn't know. I paid for the modom in full and have paid for services with them for five months and found out from two of their technicians that we have not been receiving wifi the whole time and that it is illegal to set up services incorrectly like they did. The manager we spoke to said the technicians must be lying. This is unprofessional and is their responsibility to set up the service we paid for correctly the first time, not five months later. I have paid a total of $325 for wifi that was not set up to my apartment and they offer me $45 off my next month's payment, that's it. They did not try to have another technician come out to look at our wifi that is still not working or investigate who set it up wrong. Apparently it's our fault for not calling and telling them it was slow and to me that is just wrong.

We have tried to cancel our service for two weeks and switch to comcast. We have already transferred our phone with Comcast but centurylink will not disconnect they have give me 3 dates and have not followed through on any? I need your assistance.

On February 24, 2020 (via chat) I requested an upgrade on my internet speed from 8m to 40m. According to two separate customer service representatives, my location qualified for the upgrade and it was also advertised on their (Centurylink) website. The initial order (***) was put in place with a due date of 2/27/2020.
On 2/26/2020, I received an email from Support Department indicating that my ‘maximum’ speed for my service location was only 6m and that the information will be updated. Nothing else was said about the order being cancelled or what the next steps are. I didn’t quite understand what the email was about so I chatted with another customer service on 2/29/2020, and she indicated to me that I qualified for the 40m. She didn’t see my initial order because the order was never placed. She then placed a second order (***) and said the new due date is 3/4/2020.
Today (3/2/2020), I received another email from the Support Department but this time indicating that my maximum speed for my service location is 3m. What??? Once again, I chatted with yet another CSR, but this time he indicated that I DO NOT qualified for 40m at my service location.
I don’t understand why in one week span a product that was put in place is not honored? And, why did those two CSR would still sell the product that I didn’t qualify for? Is this a system error or CSR not doing their jobs? Or simply a false advertising or click and bait scenario?
At this point I just hope they don’t decrease my speed from 8m to 3m, which I’m paying the same price for! I am extremely disappointed, frustrated at the lack of availability and false hope, and yet, I am at their mercy because I don’t have any other options at my location.
I conducted my own independent survey around my area and people that live out in the rural area have a faster service (40m) than people living in town. I don’t understand why within a mile or less radius there’s a gap in service, which some could get up to 25m and yet I am getting less than 8m.

Attention: Century Link Complaint Department:

I am writing to you to file a complaint about the horrible customer service. I had century link for over three years, honestly it was a horrible three years. Majority of your representatives were/are not on the same page, they provided wrong information along with not being helpful. Unfortunately the only thing most of them had/have in common is horrible customer service.
I canceled my account in 2019 because Prism was no longer available. I called in February 2019 to cancel my service because my bill tripled. I spoke to a supervisor about how high my bill was and at that time she promised to credit me the difference of what I was paying when I had prism.
When I canceled my service I only owed century link around $280.00 ( give or take a few more dollars ) . I was told to go online to print a return label I tried to do so and was unable to. I called requesting a label to be emailed, spoke to two representatives who advised me I had to print the label from the CenturyLink’s website. After trying for the fifth time I called back CenturyLink and a representative informed me a box would have to be mailed to me, but that request would take three weeks because that department was backed logged due to high demands of return boxes. I got my return box three weeks later, I mailed all equipments the following weekend.
I received a bill from century link stating I owed $566.00. I called disputing the charges and was unable to get anything resolved. I was either transferred to different departments and or put on hold for long period of times. I have attempted to resolve this bill problem for almost a year
November 2019 I received a letter from a collection agency stating I owed century link $600.00, I disputed that amount with the collection agency.
December 2019 – February 2020 , I called Century link about twenty times spoke to numerous of representatives who advised me that only the billing department could help me because my account is closed. Spoke to the billing department and was told there was nothing that can be done.
February 13, 2020 I spoke to a billing representative who told me I was being overcharged and the bill amount was wrong ,and that he was going to send a ticket to the escalation department for the bill amount to be adjusted and manager would call or email me within 48hrs I never received a call or email.
February 21, 2020 I spoke to billing department and spoke to a representative who told me he was going to send the same request to the escalation department. I advised the representative I was told that was going to be done a week prior he assured me a manager would call me back , both representatives confirmed my phone number and email never received a phone call or email .
March 2, 2020 I called Century link at 4:00pm (Eastern time) I was transferred three times and put on hold for about an 30-40 minutes each time. I finally spoke to someone around 6:30pm. I was advised that I was being charged for equipment even though it shows I returned everything. The representative assured me a credit will be done and an updated bill will be sent to me in the amount of $416.00. The bill amount is still wrong. When I canceled my account I owed $250.00, plus a credit was promised to me.
I have been giving the run around. I am so shocked by the horrible service. I think any monies due should be deleted from account and closed out / settled. I expected so much more from Century link. I know great customer service is a part of your company mission statement. I hope you can restore my faith in CenturyLink and rectify this situation. I look forward to hearing from you.

I signed up for $80 internet and have yet to be charged that price. I discontinued direct TV in December but was constantly being charged fees and have yet to be charged for what I signed up for. CenturyLink conveniently forgot to inform itself and direct TV of my wish to be free but was still being charged and then my account was held hostage for 790 dollars and now it's being charged 305...only to be reinstated if I pay another ransom. Keep in mind I should only be charged for 80 internet

We have had service through this company for 10+ years. Rarely do we ever get what we pay for. When we call, we are told it is our modem. Never is it on their end. I have proved, multiple times, it is not my modem. They offer subpar service for a ridiculous price, taking advantage of the rural customer.

Made full payment 1/27/20, only got credit for $53.23 and received late payment charge. Then had to fax bank statement on 2/25/20. Then on 2/28/20 was told wrong fax number, had refax statement, front and back copy of check to another fax number. The first day spent 3 hrs on the phone. Then 2/28/20 they would not listen to me as what I had done and what they asked for me to do the first time.