Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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On February 17th I ordered internet service through CenturyLink to be installed after the frost comes out. The agent said it was no problem and they would send us a router and contact us when they begin doing installations in our area. I then received an email that I was being sent a modem, and another thanking me for my order, but the name and address we're incorrect, I live in Wisconsin and the email was directed at a Florida resident. I then contacted customer service, the gentleman fixed the account issue, but he also told me that I was lied to and that I will not be getting internet service because it it "not available in my area", despite all my neighbors being CenturyLink customers, and he said that he had resolved this by cancelling my order.
CenturyLink appreciates Mr. giving us the opportunity
to review his concerns regarding the availability of Internet service at his
address. I would like to apologize for
the less than exemplary service that Mr. recently received from CenturyLink
representatives. His comments are
appreciated and, to improve customer service, will be investigated. Our representatives need to know the negative
impact we have on customers when we fail to do our jobs well. Our records indicate Mr. chatted with a representative
on February 17, 2020. After the
representative attempted to add Mr. address to our system, an order to
install new Internet service was started. It was determined that Internet service is currently not available at
Mr. address due to capacity issues. CenturyLink apologizes for any confusion that occurred
regarding the availability of Internet service at Mr. address. We regret we are unable to provide service at
this time. MargaretCenturyLink Customer Advocacy
I have attempted to call Century Link, I wrote a letter and stapled it several times to the check so it would not get lost. No matter what I do the customer service is not responding to my requests. I was promised a fixed rate with a phone line and internet service cheaper than what I had with Zito Media. I provided my billing address: Post Office *** Still, I have had to guess at what my bill is and there is still no phone line. I am not being billed at the billing address that I've repeatedly provided to Century Link and I have not been provided the services I was promised. Trying to call in involves hours on the phone for wait time, unless calling as a new customer setting up service. Service isn't reliable at times.
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. This account is billing to the address listed in the complaint. If it is not reaching the box correctly it is not something that CenturyLink is responsible for as it is billing on our system to the address listed in the complaint.The price the customer is paying for the service is $55.00, and an additional $10.00 dollars to lease the modem. If the customer wants to convert the lease to a purchase the lease fee will be removed and the charge for the service will remain $55.00. The reason the monthly charges have been above this amount is due to the customer paying the bill late. If the customer wishes to convert the lease to a purchase they will need to contact the case manager handling this complaint at *** to get this done.There are online payment options and online account access, email bill notification which give the customer other methods of receiving their bill. In any case, if the account bill is not paid on time the customer will incur a late fee if not paid on time and in full.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,Steve
I waited 3 weeks for them to come and set up my internet service, and they said that their “demand is too high” in Phoenix so it will take 3 weeks for them to have time to come. I waited, and they sent me an email confirming that the internet was indeed working. They also charge a $100 FEE for them to do this, which is mandatory. They are even forcing me to receive a router/ modem even though I already have one from the last time I had Century Link. The solution? “Send it back when you get it”. Seems like they don’t care about making life easy for paying customers.
After getting the email that said the internet was on, I spent 3 hours trying to connect. Then, it didn’t work, so I spent 2 hours bouncing back and forth on the phone and online chat. Only to find out that “it’s just not working” and they have to send out a tech, which won’t be able to come until the end of the week. My condo is contracted to Century Link, otherwise I would NEVER recommend it to anyone.
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 simply wanted to cancel my land line because I no longer use it. I called and confirmed the cancellation with Centurylink. The next day my internet no longer worked. After a cumulative 4 hours on the phone I had been bounced between tech support and customer service each of whom indicated it was the others issue. I was given to many excuses to list. After 4 days I spoke to supervisor that indicated they had mistakenly canceled my internet service. I was told it would be working by 5 pm. It came and passed and yet another hour long phone call and the rep advised she spoke with their core team and it will be working in 2 hours. I asked what my next step was if the problem wasn’t resolved and if she would consider changing provider. Her responses was, “We’d hate to lose you but I understand.”
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
On Jan 27, I canceled service to century link. I asked clearly, I was told on the phone when I canceled that I would not be charged any more money. They lied or made an error, and charged me on Feb 8 2020, for $82.99. I called and complained to a supervisor who refused to refund. I then filed a complaint with the FCC, and contacted their customer care reps who again refused. They claim it was for the current billing cycle. This is directly contrary to what I clearly was told on the phone.
I have reviewed the Revdex.com complaint from *** regarding a billing dispute on his closed CenturyLink account. CenturyLink is happy to investigate this billing matter and provide *** with an explanation.
This matter has been investigated by our Executive Office Complaints Department via the FCC complaint that *** filed. The findings are the following.
CenturyLink has completed a review of the complaint filed by ***. Mr. states that he canceled CenturyLink internet service January 27th. He says he asked and was told explicitly that he would receive no more charges. He says they billed him $90 on February 9th, and when he called February 13th to have them refund their incorrect charge a supervisor refused as it was for a current billing cycle. He would like the call reviewed.CenturyLink regrets any confusion regarding Mr.’s final bill. CenturyLink reviewed the call and the billing. The representative advised that the billing continued until February 14th and that autopay would continue until that date, but not after. The last bill with charges was the January 16th bill which was for $82.99 for service through February 14th. The February 14th bill showed a zero balance.
CenturyLink appreciates *** reaching out to us, so we could investigate this billing dispute and provide him with an explanation.
Sincerely,
Mr.
Complaint: ***
I am rejecting this response because: I would like a copy of the call to prove I was mistaken.
Sincerely
I have reviewed the reply from *** regarding his final billing statement. I reviewed the call transcript our Consultant Shawn advised *** that he would be billed to 02/14/2020. *** then asked why the charges can't be stopped on 01/31st Shawn advised him the soonest he could end the charges was the day before the next billing cycle starts. Shawn also confirmed in the order summary again that the services will be billed though 02/14/2020. CenturyLink sent all internet only customers a postcard on 07/08/2019 that effective 09/13/2019 customer's final bills would no longer be prorated if you cancel services on any day other than the last day of your billing cycle.
Sincerely,
Mr.
Complaint: ***
I am rejecting this response because: I was not provided the actual recording of the conversation as I requested.
Sincerely
I have reviewed Thomas's reply requesting a copy of the actual call recording. CenturyLink's call recording system is not set up in a manner that would allow us to provide customers with the ability to listen to our calls. Our Executive Office Complaints manager who investigated Thomas's FCC complaint and myself both reviewed the call our findings are sustained.
Sincerely,
Mr.
Complaint: ***
I am rejecting this response because: They will not prove what was actually said during the call, therefore I believe they are fabricating a story that fits their agenda.
Sincerely
Back in Oct. 2019 I signed a new small business 2 yr. contract. That order # ***. At that time I was promised a $30 account credit (which I have received) and a $200 Amazon gift card. I meet all the promotion requirements & have the email dated 1-5-20 to prove this. They said they mailed the promotion code or card (not sure which one they meant) on 1-9-20. I have not received it. Then through numerous visits with Century Link, they said they would email a code for the Amazon gift. Also have not received that email. Besides lots of other reps. I have been working mainly with Kim at 866-344-7054. Hopefully you can resolve this issue. If it's easier, you may just credit my account the $200. Although it should be more considering the problems.
CenturyLink appreciates Ms. giving us the opportunity
to review our handling of her account, ***. I would like to apologize for the less than
exemplary service that Ms. recently received from CenturyLink representatives. Her comments are appreciated and, to improve
customer service, will be investigated. Our
representatives need to know the negative impact we have on customers when we
fail to do our jobs well. Our records indicate her Gift Card was processed on December
16, 2020 and mailed on January 9, 2020. Ms. spoke with a representative on January 28, 2020. A request was made to re-issue the card. I apologize Ms. never received the
card.A Small Business Escalation Representative attempted to
contact Ms. on March 13, 2020. A detailed
message was left, including the Representative contact number. A $200 credit was applied to the account in lieu of the Gift Card she has not
received. Ms. is a valued customer and I apologize she never
received the Gift Card. CenturyLink regrets
any inconvenience she has experienced.MargaretCenturyLink 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
I called about a problem with intermittent internet service.
The technician came out to check the line.
The technician put me in at a higher speed, thus increasing my bill from $40 to $59 per month.
I spoke to Centurylink to resolve the issue but they said they cannot get me back to $40.
I never gave authorization to change my bill to $59. Nowhere is it in writing or confirmed that I made this order.
I want my bill to go back to $40 per month as before the technician visit.
Technician Zack: *** Phone representative: Anthony
CenturyLink appreciates Mr. Angelo giving us the opportunity
to review our handling of his account, *** I would like to apologize for the less than
exemplary service that Mr. Angelo recently received from CenturyLink representatives. His comments are appreciated and, to improve
customer service, will be investigated. Our
representatives need to know the negative impact we have on customers when we
fail to do our jobs well. Our records indicate a technician issued an order to upgrade
Mr. Angelo’s Internet speed. This order
completed on January 31, 2020. Unfortunately,
the change to the service did increase Mr. Angelo’s monthly cost. Our records indicate Mr. Angelo spoke with a representative on
February 17, 2020. A credit for $19 was
applied to the account. An order was
also issued to add a $10 promotional discount. This dropped the monthly cost to $45, which was still $5 higher than what
Mr. Angelo was previously paying.On March 2, 2020, Mr. Angelo spoke with an Escalations Representative. It was explained that Mr. Angelo’s previous
package was no longer available. However, he agreed to apply a $5 credit every month, so Mr. Angelo’s
monthly cost would be the same as it was prior to the change.Mr. Angelo is a valued customer and I apologize he was not
treated in this manner. CenturyLink regrets
any inconvenience he has experienced.MargaretCenturyLink Customer Advocacy
Third-party collection company called me on behalf of Century link. I verified my identity, she did not state the full mini-miranda once she advised me who she was. She advised me I owed $30.00 bill for a Century Link bill from years prior. She could not tell me the service location, she could not tell me the last billing date, she could not tell me anything certain except that they had been calling and sending letters for a long period of time. My cell phone is public, I have not had any other phone number for over 12 years, and have not changed my address. I live in West Linn and have not had an address change for years. They have never contact me - nor have I had the service. My ex-husband stole my Identity, this could be him - but I have not had this service.
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. I
have contacted the customer and agreed to clear this collection. I have also
submitted a request to our internal collections group to remove any credit
reporting. The customer understands that this can take up to 95 days to get
removed from any reporting that has already occurred.CenturyLink
acknowledges the customers’ concerns and apologizes for any issues or
inconvenience that may have been experienced. Sincerely,Steve
they lie alot about billing for certian things I was charged 89.95 for changing my number the guy that had it before has not had it for 5 years n I was constantly getting calls for him his name was coming up on caller ids I contacted him he contacted them it never stoped our box that sits in the corner of all usis so outdatedrustedn old wehave complained they continue telling us its on our property lines want 90 to come look I can hear other phones ringing n peoples conversations not once was I told I would be charged for number change its unlisted n should not be throwed out there for solicitersto call im very dissatisfied with them in my area there all we have hope they close theredoors ovefr lawsuits they do not listen to complaints we call n make when u can get someone to talk to they are rude they dont even deserve one star rating terrible company
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 sold my house in December and cancelled my account and set up a new account at my new address. CenturyLink continued to charge my old account (autopay) while charging my new account (autopay). I just caught it last week and complained and they credited me one month. Then today they just cancelled my new account (after charging me this month) and there is no one there til Monday. They extorted another $60 so I can work over the weekend and now I’m going to have to call again and spend another 4 hours dealing with their crap.
CenturyLink appreciates Ms. giving us the opportunity to review our handling of her accounts, *** and ***. I would like to apologize for the less than exemplary service that Ms. recently received from CenturyLink representatives. Her comments are appreciated and, to improve customer service, will be investigated. Our representatives need to know the negative impact we have on customers when we fail to do our jobs well.
Ms. had two accounts with CenturyLink; *** at ***. and *** at ***. Both accounts have been disconnected.
***
Our records indicate Ms. spoke with a representative on December 11, 2019. She requested that her service be moved to her new address. An order was issued to disconnect account *** with a December 16, 2020 due date. Because of CenturyLink’s new pro-ration policy, she was billed until the end of her billing cycle, which was January 10, 2020.
On January 3, 2020, a payment for $65.83 was taken, as this was the amount due on the December 10, 2019 bill. On February 10, 2020, the $65.83 payment was refunded and a credit for $75.18 was issued. The account reflected a $9.35 credit balance. A refund check was printed on February 17, 2020.
***
This account was opened on December 17, 2019 for service at ***. A $60 payment was charged to her credit card on December 17th and January 18th. However, the payment that was attempted on February 15, 2020 was declined and the service was suspended for non-payment. Our records indicate Ms. spoke with a representative. A payment was received, the credit card on file was update, and the service was restored.
Our records indicate Ms. spoke with a representative on February 17, 2020. She disconnected the account and the $60 payment made on February 15th was refunded.
CenturyLink regrets any inconvenience Ms. has experienced.
Margaret
CenturyLink Customer Advocacy
Sales person knocked repeatedly on my door while trying to get my kids to sleep, despite the do not knock/no soliciting sign on it. Continued to try to sell me while I told him to leave. Took three requests to finally get him to leave.
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
1/27/2020 -
Called to upgrade service to 20Meg. Representative said the price would be a $5 increase form my current plan. The install was scheduled for 1/31/2020. The Install went fine and I thought all was good.
2/13/2020 - Bill received was $15.00 more rather than the $5.00 that was discussed. If this was told to me I would not have made the change. Spoke with Angie about putting the loyalty credit on. She said she was not able to and needed to ask me some questions about my TV service and how we use our wifi???? We do not have a TV service. She gave me the Loyalty Department number and transferred me. Spoke with Richi, who said he was unable to apply the $10 discount and the only way to reduce my bill would be to go back to 10 Meg and I would save $1.00 . This was not at all what I was told when ordering service. He would be able to apply a onetime $10 credit. I then spoke with Richi Supervisor Cido. Cido researched and informed me that he was only able to offer what Richi had offered. I asked about the promise of Centurylink and where to resolve. I was on the call for over 1 hour and asked to resolve this issue, but noone could. We have been a customer for over 30 years.
I have reviewed the Revdex.com complaint from Donna regarding a request to have her $10.00 loyalty discount added back to their account. CenturyLink is happy to investigate this billing issue and see what we can do to resolve it.
The account shows *** $10.00 loyalty discount dropped off when the service was upgraded. Unfortunately it seems our consultant wasn't aware this would happen when the internet speed was changed. I have provided feedback to the consultant's supervisor to ensure they get the training needed so other customers don't have the same experience. I was able to have an order writer manually add back the $10.00 monthly discount it will show on the next billing statement.
CenturyLink apologizes for the error we appreciate Donna contacting us, so we could correct her pricing.
Sincerely,
Mr.Tidwell
I ordered DirecTV thru CenturyLink and it was a bundle deal. I was skeptical at first but talked to the rep in more detail. I asked what my fist bill would be and how much it would be after that because I know the first bill is always higher. I wanted to be 100 percent sure it would be in our budget. My bill today 2/13/2020 is 387 dollars. I know that 70 of that is an arrangement I had made for a past due bill. But I have been charged a 99 dollar fee for the Genie. I was never told I would be charged for that or I would have never signed up. I contacted Centurylink 2/13/2020, they told me they are not with Directv anymore and couldn't do anything and to call DirecTV. I called DirecTV right after and they said since I ordered thru CenturyLink that I would have to contact them. So again I contact CenturyLink who tells me there's nothing they can do. I feel I am getting the run-around with both companies. All I want is the 99 dollars, the charge of the Genie off my account. I was never told I would be charged for that. I feel that CenturyLink was misleading in the prices that I was given. My DirecTV is only 85.48 a month with an added 55 for my CenturyLink internet. My bill due next month is 387. I was definitely not quoted that price or I would have not taken it.
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. I
have not bee able to verify the customers claim. I will get a copy of the call
when this sale was done and review it Monday the 16th to see I the
agent did not include this in the disclosures. At that time, I will notify the
customer of my findings.CenturyLink
acknowledges the customers’ concerns and apologizes for any issues or
inconvenience that may have been experienced. Sincerely,Steve Schwartz
I'm paying for 25mgps download speed and I'm getting 1 after numerous times calling CenturyLink they tell me there is a bandwidth exhaustion problem that they do not have the bandwidth that they need to support their service.When I asked customer service rep when it would be fixed and they said when CenturyLink wants to put the money into the hardware until then I'm out of luck and will just keep paying for a service I dont receive.
I have reviewed the Revdex.com complaint from *** regarding internet service issues. CenturyLink is sorry to hear about the internet speed issues we are happy to see if there is anything we can do to help.
I requested our Repair Escalations Team to check Matthew's service they confirmed this is a congested service area due to bandwidth availability limitations. I show *** service is currently running at 27 mbps on a 25 mbps provisioned line with a stable connection. Unfortunately in congested areas customers can experience variations the internet speed especially during peak hours. In order for the speed issues to be completely resolved it would require an equipment upgrade for the terminal servicing the area. Unfortunately, we don't have an estimated date on when Matthew's area will be upgraded.
CenturyLink appreciates *** contacting us, so we could investigate the cause of the internet speed issues hopefully it will be resolved in the near future.
Sincerely,
Mr.
Seriously shocked at the POOR level of service! Spent over an hour trying to get help while being transferred from one person to the next. They asked all the same questions each time. I continued to get disconnected from dropped calls on their end. Not one time did they call me back after each time I spoke w/ someone and they'd said they would call if we were disconnected. One guy even said he wasn't sure why but something has been wrong w/ their transfer system.... WOW! That's who I was getting internet from!.. NO STAR RATING! ZERO!
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 recently cancelled my internet service after seeing an advertisement for CenturyLink's high speed "fiber" internet. On approximately January 30, 2020, I went to CenturyLink's website and used a tool to determine if CenturyLink's high speed service is available in my area. The website confirmed that it is. While on the site, I scheduled installation for February 4, 2020. I then cancelled my existing internet as of February 3 and scheduled to take February 4 off of work. I paid for my first month of service on that date. On February 3, 2020, I received a notice that my service will be "delayed" without any indication of the cause or length of delay. I called CenturyLink's delayed service phone number (i.e. this is so common that they have dedicated representatives for it) to find out what had occurred and when the installation would take place.
In speaking to CenturyLink, I found out that "the engineer hasn't completed his work". I told the representative that I have no idea what this means. She stated that the engineer working in our neighborhood hasn't completed the infrastructure to bring high speed to the neighborhood yet. For clarity, I then asked if this means they sold me a service (including taking payment and scheduling an install date) that doesn't actually exist. She said that is correct, but it will exist soon, and that "this happens all the time". I am in process of contacting attorneys to investigate a class action given that this is prevalent enough to warrant CenturyLink having a dedicated line. As of now, I have not been called back with an install date, CenturyLink has made no offer to do anything to remedy this false claim and I have been without internet for almost 2 weeks.
CenturyLink appreciates Mr. giving us the opportunity
to review our handling of his account, ***. I would like to apologize for the less than
exemplary service that Mr. recently received from CenturyLink representatives. His comments are appreciated and, to improve
customer service, will be investigated. Our
representatives need to know the negative impact we have on customers when we
fail to do our jobs well. Our records indicate an order was issued on January 30, 2020
to install new Internet service. The
installation date was February 4, 2020. As
the order was being worked, it became a ‘Held Order’ due a facility issue in
Mr. area. A network job was
opened and has completed. Our records
indicate Mr. order completed on March 10, 2020.In an effort to satisfy, CenturyLink has refunded the $65 payment
Mr. made on January 31, 2020. The
refund was issued on March 11, 2020. Mr.
*** is a valued customer and I apologize for the installation delay. CenturyLink regrets any inconvenience he has
experienced.MargaretCenturyLink Customer Advocacy
I discontinued service in April, because we were moving (Work order ***). Never received a final bill or was contacted about it. I left a forwarding address with USPS, you also had my wife's cell phone number.
Nov 2019, I was notified by a collection company (Radius Global Solutions) that I was in collections.
Kinda hard to pay, when NO attempt was ever made to contact me, instead your company waits 7 months, before turning it over for collections. Also, would like to know why a supervisor was not available, when I requested to speak to one! But fortunately, CSR was able to take care of it.
Also, was told that it was policy, to not pro rate a month, because of it being between billings. I am not paying for 3 weeks of service that I never used and all equipment was mailed back, somewhere around Apr 23.
I have reviewed the Revdex.com complaint from *** regarding a disputed final bill on his closed CenturyLink account. CenturyLink is happy to investigate this issue and provide *** and explanation.
I was able to review the call from 02/12/2020 with our agent Sharena regarding the final bill. Sharena explained CenturyLink doesn't prorate our final bills for the Internet only services. *** requested a supervisor Sharena attempted to get a supervisor after a few minutes she advised *** the wait for a supervisor was long. Instead of making *** wait she agreed to credit from the requested disconnect date to the end of the billing cycle and for the late fee. *** paid the remaining balance the closed account now has a zero balance. During the call *** mentioned he didn't receive the final bill and had requested his mail be forwarded to his new address. Sharena verified we had the correct address *** had since moved another time so it's possible the mail didn't get forwarded by the USPS to the second new address. I reviewed the call from 04/24/2019 when *** called to cancel the service our agent Joseleon did advise the billing would go through the end of our billing cycle of 05/13/2019 and verified we had the correct address.
CenturyLink apologizes for any frustration this billing issue has caused we appreciate *** contacting us, so we would investigate and provide him with our findings.
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.
Thanks for clearing this up and appreciate the effort and time.
Sincerely
Signed up for a promotion of $65/month rate. I called in when I realized I had not selected the option for paperless billing. I was told at the time before the installation was done it could not be changed on the account as the account was not active. I was told I would be getting a call back from that same rep to ensure the credit was processed. The appointment was missed due to the same rep not scheduling the installation as we discussed. I was made aware of this after sitting around an entire Saturday to be told no one scheduled the appointment. I never got a call back either. Being as I work during the day time hours, in which Centurylink's customer service is open, I was not able to call to resolve this. I have been paying my monthly amount of $60 (I thought the promotion was $60 not $65/mo). I am now owed $80 in credits due to the negligence on their part and they turned off my services with a 1 year old at home who had very few ways to amuse himself. I called and was told unless I pay the entire $160 outstanding bill, the services will not be turned on, in spite of having been told I'm owed $80 in credits. My bill was not due until 2/16, so not only were there double the billed amount in false charges, my service was turned off 6 days BEFORE my due date.
CenturyLink appreciates Ms. giving us the
opportunity to review our handling of her account, ***. I would like to apologize for the less than
exemplary service that Ms. feels she recently received from
CenturyLink representatives. Her comments
are appreciated and, to improve customer service, will be investigated. Our representatives need to know the negative
impact we have on customers when we fail to do our jobs well. Our records indicate Ms. ordered new Internet service
on August 26, 2019. The original due
date on the order was August 31, 2019. The notations on the order from August 31st indicate the
customer was going to call back to schedule a new installation date. The installation was scheduled for September
14th. An error occurred and
the appointment was not assigned to a technician. The appointment was rescheduled and the service
was installed on September 21, 2019. Ms.
*** September 25, 2019 bill reflects a $16 credit for the installation
delay. CenturyLink apologizes for the
delay. The September 25, 2019 bill reflects a monthly rate of $65,
which included a $20 promotional discount for the presence of paperless
billing. When paperless billing was not
added, the discount was removed, as reflected on the October 25, 2019
bill. I could not locate any calls from
August 26 to October 25, 2019, where Ms. requested paperless billing
be added to the account.Ms. paid $53.79 on October 28, 2019. This was the balance due on the September 25,
2019 bill. She did not make another
payment until January 8, 2020. The total
amount due at this time was $215, as reflected on the December 25, 2020
bill. In addition to the $60 payment received
on January 8th, she added paperless billing. Thus, the $20 promotional discount was added
back to the account and was reflected on the January 25, 2020 bill.The January 25, 2020 bill reflected a $155 past due balance,
$64.33 in new charges, and a total amount due of $219.33. A $60 payment was made on February 1, 2020,
which still left a past due balance. The
account was correctly suspended on February 10, 2020. Ms. made appropriate payments and
the account was restored.On March 2, 2020, Ms. spoke with a representative. While the charges were valid, the representative
agreed to adjust the Late Payment Charges and the missing discounts, in an
effort to satisfy. A credit for $137.67
was issued and will be reflected on the March 25, 2020 bill. Ms. request for further compensation
is respectfully denied.CenturyLink regrets any inconvenience Ms. has
experienced.***CenturyLink Customer Advocacy
this concerns several topics that I was limited to choose from. I just signed up for a better phone service and better internet and told I was to get a discount. now on the billing it now states that it is a limited promotional deal but I have no idea how long this "deal" is and as usual I would like to have contacted centurylink but it is extremely difficult to contact anyone anymore and hopefully it is someone who can speak English, if I can get that far. or the connection is very *** poor, which is ironic for a phone company to have *** poor connections. so I need to know how long this so called promotion is to last.
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.After the most recent change to the account, the customer was given a 12 month $20.00 loyalty credit this is applicable 12 months from the time of the order change.
CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely
I had a previous account with Centurylink I ended up closing the account after we made several payments to att, directv and centurylink do to there bundle program which does not work. Because of all the issues we were having somehow having multiple accounts for the same service we canceled the service with directv and centurylink. We closed the account and we were told it was closed the a “Zero balance”. We ended up going back to centurylink because that is really the only option in our area for internet. We called centurylink back up they set up our account and we’ve had them for awhile. For some reason my payment didn’t go through to pay on my current account and the internet was temporarily suspended my wife called to pay it. They informed her that we had a $204.97 bill that was due and after paying the bill our service would come back on within 24-48hours. After waiting for the about a week our service never came back on. We called centurylink to find out what’s going on and then they informed us that we owe $135.00 on our current account. We asked were the $204.97 payment went they informed us that went to a previous account that had been closed. So for about a month now we’ve been calling centurylink to get the issue fixed and get our money back that they fraudulently took for a bill that didn’t exist. Every time we call we keep getting the run around and put on hold for hours to which nobody ever gets on to fix the issue they created. We have never received a bill that even states we owe $204.97. When are we going to get our money back.
I have reviewed the Revdex.com complaint from *** regarding billing questions on his closed CenturyLink account. CenturyLink is happy to investigate this billing question and provide *** with an update.
I was able to review the closed account *** which was started on 08/24/2018 and closed on 12/20/2018. There were no payments posted to this account which is why the outstanding balance was $201.47. I have requested a copy of the final bill for this account be sent to *** via the USPS for his review.
CenturyLink appreciates *** contacting us, so we could provide him the service period and billing amount from their closed account.
Sincerely