Lumen Technologies

Was offered a switch to DirectTV through Century Link. DirectTV mistakenly charged for equipment. I spent over 43 hours over 5 months on the phone trying to get the billing corrected between the two organizations and my account was closed for not paying my bill, which I had keep up with over the 5-month period. Now I owe $628.88 to CenturyLink for DirectTV equipment that neither of them can figure out a way to get the credit to one another.

Ordered this service 4 days ago but I cannot use it. Support refuses to give me my account number or authentication. Postpaid support says my account is prepaid and they cannot help me. Prepaid support says that only postpaid support can help customers. No service and no refunds. This is a scam, not a real ISP. They do not have the ability to provide the service they are selling.

I opened an account with Centurylink in July of 2017. In June of 2018 I moved out of the house associated with the account and transferred the account to the remaining tenants, who closed the account sometime in September of 2018. In February of 2019, it was discovered that Centurylink had not closed the account and sent the account to collections. I called Centurylink and was told that my social security number was still tied to the account, so I had it removed and had the account transferred to the person who was receiving the collections charges. My number was no longer associated with the account in any way. In December of 2019, I received a charge from "RADIUS GLOBAL SOLUTIONS" based in Minnesota on behalf of Centurylink for the amount of $67. I disputed this and within a week it was deleted from my credit report. 9 days later, yet another $67 charge appeared from "RADIUS GLOBAL SOLUTIONS" based in Florida on behalf of Centurylink. The account I am being charged for is not only closed, but also not associated with me or my social security number. I have no way of accessing this account and these derogatory charges have caused my credit score to drop by 50 points.

I've been a customer for 5 years. Recently, they (Centurylink) took an unauthorized payment from me. I had a previous payment arrangement because I asked for a few extra days to get caught up. It wasn't supposed to be taken out until Jan 29, 2020. They said I paid my bill with my app. I was asleep and woke up to a negative bank balance. I've spent MANY hours on the phone. I was promised on the 21st of January that my payment would be returned to me in 3 to 5 days and it never was. I called back, and was told there was never a refund issued. Was hung up on. Called again, was given another 3 days before I would get my refund. They credited me $20 dollars for their mistake, but I've yet to see it.

I've been put on hold for hours and then hung up on. Everyone I've talked to has a different story. They took the payment early, without my permission. Total $121. They have ripped me off so many times now. I haven't been able to eat or get gas in my vehicle due to their negligence and customer abuse. I have asked and asked where my money is and they won't hand it back over. Now I have another bill, and I'm afraid they'd take that money without permission. My bank is going to have to red flag them because of the unauthorized payment they stole. They need to be shut down. I've been in hassled for two weeks now. I wanted to speak to a supervisor before filing this, but once again I was placed on a never ending hold. They are avoiding me.

On Jan 17th I unplugged my modem and replugged it into a different outlet and my internet became glitchy and eventually didnt work. After an hour on the phone, they were able to get a technician out to my house the next afternoon. However,I explained that I wouldn't be home until 3pm and they said theyd include that in the service notes.

The technician called me at 1pm wondering why I wasnt home. We chatted on the phone and he explained that he checked the lines outside and I should still have "some" internet, but that one of the lines coming into my home was down. I explained that I really needed someone to look at it and that id be home at 3. He called another technician who agreed to come by later that day. The second technician came by and again checked the lines outside. He called me and explained the same thing- the problem wasnt inside the apartment but on one of the CenturyLink lines and he wasn't trained to.fix it. He said he did not need to come in and that he would put in a ticket for a different dept to fix it.

Ive called twice since the 18th, asking for an update on when its being repaired. This morning I called and the person I spoke to had no idea my line was even down and said she could send a technician tomorrow, but id have to be at home during a r hour window.

Customer service is nearly impossible to speak with because they dont seem to understand the situation that I am explaining. So ive bern paying full price for half service for nearly two weeks now and if I didnt keep calling, apparently no one even knows theres a problem. They couldnt care less about customer retention.

I have had centurylink for a year now at my location, and within this year I have had nothing but problems with the services that they so call provide to our location. I have contacted and have tried to work with them throughout the year to resolve their issues in service. But have not been about to, after a year of pay for services that they can’t provide I have spent over 500 dollars to this company. Then when they say that they can’t fix the problem and they need a technician to come to the location to fix the issue they want to charge me for their issues in services that I already pay for.

Centurylink month after month is failing to and/or refusing to attempt to charge the valid credit *** setup on autopay. After numerous call with their customer service representatives who continually lie to me as their customer this is still happening. Centurylink is intentionally sending me emails stating that I am on autopay so no additional action is required however they are not charging my credit ***, which is valid and active, so that they may keep applying late fees when they are the ones not honoring their responsibilities. Most recently they sent an email on 1/27/2020 after business hours claiming they completed my request to remove autopay which is completely libelous and fraudulent. I did not request to remove anything or modify my autopay as they unethically and inaccurately state. The credit *** on the autopay account is valid, active, in good standing, and there are thousands upon thousands of dollars available as my credit *** company has confirmed for me month after month that Centurylink has failed to even attempt to charge the ***. I have called and spoken to numerous representatives with Centurylink who have claimed to resolve the issue however it remains unresolved even after I have followed their explicit instructions. Multiple times over and over last year representatives have also promised to apply credits both for internet services not rendered as well which were not honored. Here is an outline of centurylinks continuing scheme:

A. I am a customer who has years of history of on time payments, in full, setup for autopay on a valid credit ***.

B. Centurylink took payments for a while, even though there were multiple months in the spring and summer of 2019 where they did not appropriately provide the internet service they were contracted for. This resulted in over 10 technician calls and/or visits to attempt to resolve, and damage to my home from their technicians improper and unnecessary work. centurylink then suddenly stops doing their part and is not taking the funds appropriately even though autopay was still clearly setup and the associated *** was valid.

C. Every month still to date centurylink emails a bill stating "no action is required" on my part as I am setup on autopay with a valid ***.

D. Centurylink fails month after month to even attempt to charge the *** after emailing me that I do not need to do anything as indicated above.

E. Centurylink does not send an email or any communication to me indicating there was an issue with the autopay because there is no issue other than centurylink failing to even attempt to charge the active and valid ***.

F. Centurylink sends an email indicating my payment is late even though I have an active autopay account and it is solely the failure of centurylink to withdraw the funds that are available on the credit ***. Each time I check online and the autopay still shows that it is setup in their system and active.

G. Centurylink repeats steps C though F above for several months even after HOURS on the phone with your customer service reps who claim everything is setup properly. To summarize each month they email me a bill and tell me I don't have to do anything because it's setup for autopay, they choose not to process the autopay, then charge me a late fee due to their own failure to process the autopay, and repeat this the following month.

H. Centurylink on 1/27 now sends a completely fraudulent communication indicating I made some changes to the account. This can easily be verified to be fraudulent as centurylink records will not show that I accessed that account online or otherwise because I have not had any communication with them since the last incompetent representative I spoke with on the phone who apparently did not resolve their issue appropriately last year.

I have screen shots of everything so I wish centurylink the best in continuing to cover this up as they have so far. I also have possibly 100 screenshots taken on different dates/times showing their internet was not working in 2019 however they continued to charge me the full amount for services. Their offshore representatives every time promised a credit and not one time did the offshore representation follow though, it was all lies every time I called. I finally had to start requesting U.S. based representation however the results clearly are the same as they have not resolved the issue. Centurylink has lied and misrepresented the facts throughout this entire experience over the last year. I have the emails and screen shots to clearly prove their unethical and inaccurate activities and communications. They are stealing late fees when I have been on autopay for years with a valid credit *** and are lying to their customers by saying no action is required when they are not taking payments appropriately. This continued scheme, lack of customer service, and billing for internet services not provided appropriately are only some of the reasons why I have already cancelled my centurylink internet service and will begin actively seeking alternative home phone arrangements too. We can also talk about the damage centurylink technicians did to my home when they showed their gross incompetence over several months of spring and summer 2019 when they could not get my internet working and damaged my home and wiring after repeated house visits. During this time centurylink continued to charge my credit ***, on autopay, the full amount and failed to apply the credits their representatives claimed were applied to my account for services not rendered by centurylink for months.

I switched to Directv based upon what a “Centurylink” agent confirmed with me on chat. I have a photo of the confirmation of a 24-month price for tv that included PAC-12, CSN and NFL Sunday ticket. Directv has made the price right going forward and will not make it right retroactively as they can see it was a Centurylink agent that made the mistake based upon the green message box in the photo. I have been overcharge hundreds of dollars since August and would like Centurylink to make this right. Please let me know where I can send the picture of the chat box proving the confirmation of pricing.

I cancelled my account with century link and paid them in full. Being they bundled with dish t.v. I was my dish bill through them for years. Upon my cancellation with century link, they told me to start paying dish t.v. directly. I contacted dish and then started paying them instead of century link. Century link paid dish for part of the last month of service, as I did also. Century link wants me to pay for that bill even though I paid dish already. Century link refuses to have dish reimburse them. They say my balance is zero, but they have a bill collector harassing me.

My internet has been out for two days. I scheduled a technician for today, however they showed up, knocked on the door, and left before we could get to the door. Our internet is still down. The technician has provided no update. I contact Centurylink and all they could tell me is they have no idea what happened and they could have him come back out tomorrow.

Our service is spotty as it is. Have to reset our modem at least once a day. The last time our internet went out it was out for 5 days. While they were performing a pole repair, no one provided an update. I reached out to them everyday during that time, and had no update until the job was done.

I understand some things cannot be controlled, but their lack of communication certainly can be.

This phone number calls continously each day (***) to my cell phone and when you pick up the line all you hear is a recording of my sons voice saying "hi mom" and that is all. If you call their phone number
r at *** you will hear a recordng of my sons voice saying "hi mom". If you call that number "***' it says number as been disconneted even though the cotinue to call 3-5 times per day. How do I stop this annoying phone call?

On Jan. 13 I started a chat with the CenturyLinks customer service to inquire about upgrading my service. During the chat, he told me that I would get a new modem/router lease and I told him that I bought my current modem/router from CenturyLink and asked if it would be compatible. I gave him the model number and he verified that it would indeed be compatible with the new upgrade. He instructed that I would have to ship the new leased modem/router back to reverse the lease fees. After he verified that my modem/router would be compatible, it was upon that verification that I agreed to upgrade my service.
When the technician was installing the upgrade service he told me that my modem/router was not compatible and that I would have to use the new one. He suggested I reach out to the customer service department and talk with them about the lease fee.
After he left I called the customer service and explained to the rep that I did not feel I should have to pay the lease fee since CenturyLink told me that my modem/router would indeed work. She was very harsh to talk to and was not pleasant at all...she told me my only option was to lease it or buy it for $150 and there was no option to not pay the lease fee if I did not buy the modem/router. I decided I was not going to get anywhere with her so I ended the call.
I then reached out to the customer support via the chat option. The rep on the other end could not grasp what I was trying to explain...I was originally told by CenturyLink that my modem/router was compatible with the new upgrade and that I was hoping CenturyLink would waive the lease fee because they misled me and I ended up having to use the new modem/router. I was on the chat with the rep for OVER AN HOUR going back and forth and at one point he wanted me to send the router that I bought and own from CenturyLink back to them and lease or buy the new one. In the end, I knew I was not going to get anywhere with him so I told him I would leave it as-is and just figure something else out. Now I am stuck with a modem/router I bought from CenturyLink that I can't use and have to lease a new one from them.
If the customer service rep on the call was sympathetic and not so harsh and the guy on the chat was able to grasp what I wanted and owned up to the companies mistake, I would have respected that and it would have been easier to accept having to pay the lease even though I was stuck with a modem/router I could not use...BUT that is not what happened.

I have been using centurylink DSL internet for about 14 months now. Since December 2019, I have been having issues with internet dropping frequently and the modem resetting connections. Since I rent the modem from Centurylink, I contacted their email support , chat support and phone support for a resolution, however, other than an elaborate run around and some basic information that any kid who has used internet knows (like restart your router, move to a well ventilated place etc) I was unable to receive any assistance. I finally gave up on Centurylink and moved to ***. On 1/28/2020 I placed a request to have my internet services cancelled. At this time I was told that my service would be cancelled within 24 hours but I would not be refunded/credited anything that has already been paid. Centurylink bills in advance and has already billed me for the entire month even if I am on day 4 of the billing cycle(as of 01/28 - the date of cancellation) and will not be using or allowed to use internet for the next 26 days in this cycle. Further more, the website that is supposed to let me print a return label to return my modem is not working and I'm unable to print a return label. In effect, I have been forced to pay for 26 days of internet and modem rental that I will not use, and will end up paying $150 for the modem because their website does not allow me to print a return label. Not to mention the atrocious internet service I have been having to deal with since Dec, 2019.

I ordered service and paid a deposit. The service could not be installed and order had to be cancelled. The deposit was promised to be returned. First they said 10 days, then 45 days. We are entering into the 3rd month since the day of the order. I've called several times, I get transferred repeatedly. When you ask for a supervisor they won't let you speak to one. It is truly ridiculous. If you're not giving back the deposit just say that. It gets so frustrating that I just finally gave up. They shouldn't be allowed to treat people this way. It's a small amount of money, but it's my money.

We have disconnected this account with the phone service provider (Level3/Century Link)back in November and again in December and they are still billing us for service lines that we are NOT using and haven't used since November 21st.. We have many phone calls directly to management about this error and they continue to say they are "working" on it. After several calls they said we must disconnect via the portal which we don't have access to and we advised them of this back early November. They have had our account under the local hospital which has been a mistake since the inception of time. Our group has been privately run and never affiliated with Frederick Memorial Hospital. I have spent many hours on the phone to no avail. I'm totally exhausted and tired of getting billed for services we NOT are utilizing.

Our internet began experiencing intermittent outages in late November to early December that we recognized...Given our overages with our cellular provider, that are not longer occurring, we suspect this was actually occurring for months prior. An appointment was scheduled with a CenturyLink technician on 12/20/19. Alfonso ***, the technician who visited told us there was a problem with the transformer at the park in our neighborhood and it was resolved. By the evening, the intermittent outages and slowed speeds again began happening. We scheduled another appointment for the next available date and time which was 12/23/19. Paul *** came and told us our speeds were lower than they should be (24.6 on a wired connection) and we needed a new modem. We were told said modem would cost $150 and would be billed on our next billing cycle. The old modem was removed by Mr.. *** asked whether there would be any additional charges, and was told no. He went to the trouble of noting that if we increased our speeds, this modem would work with the next tier of service.
An order dated 12/24/19 arrived at our home on 1/3/20 indicating an increased cost from $40-$55/month and a bill estimate of $239.83. *** called Centurylink and spoke with an agent named *** #AC59827 on 1/3/20 at 1:50 pm. She told ***, the account holder that there would be no charge for the modem and that the monthly bill next month would remain at $40. ***, the customer asked to verify this with a supervisor, and was disconnected.
***, the customer, called again, and sat on hold from 2:36-3:17 and spoke the next time with Phil who said the technician had withdrawn the charge for the modem (there were no notes about why), and the bill the following month would be $40. He again promised to note the account with this information.
A bill was then received on 1/25/20 for $315.13. Monthly charges were inflated to $55/month, the modem was $150, and there was a service charge for "Maintenance of service" of $100.
Centurylink modems according to social media in our immediate area were all "failing" at the same time. Either Centurylink has a design issue with these modems or there is a pattern or replacing modems that do not need to be replaced.
On 1/27/20, I spoke with Centurylink, specifically Alex who could not explain any of the changes to our account. He refunded the $250 in modem and “service charge for maintenance of service” charges. He then connected me with the retention department to discuss the changes to our monthly rate as “Our promotional rate had expired (but wait, we were on a price lock for $40 per month?).
I could not wait on hold any longer, and disconnected the call after 38 minutes. I called back at 3:15. The first agent did not give me her name, but noted that “Every time you call a technician, your account resets to the current price for service.”. Well that was odd, because this was not stated on any of our service emails, texts or on the website in a place that was apparent. Additionally, nothing changed with the initial technician visit. She then connected me with her supervisor *** #AC55839. I asked about how there was a discrepancy with how our service plan changed only once, and she noted we had a change initiated by someone on 12/23/19 which was completed on 12/24/19 which resulted in a loss of the current plan we were on which was the price for life and we had been Grandfathered on this plan. When I asked the date of the change, who initiated the change, and how it was requested, the line some how prevented me from hearing her. She called back after a few minutes, and supplied the above information. However, no one with the company at any level could find out who or how the request to change services initiated.
I asked to speak with someone else, and at 4:43, *** (another supervisor) came to the line to do some work to get me answers. The visit from the technician triggered the loss of a discount. Only a $10 discount could be applied to the account. He could credit the account $5 for 24 months to bring our bill back to $40 before taxes. Our bill was $40 all inclusive of taxes and fees. I need to email Century Link directly as they are a call center. Their website would not accept the full complaint. I maxed out at about 50 characters. I was then connected to ***. He could not help.
*** left me to speak with another account specialist who might have the ability to rectify the account. He said he does not have the power to apply credits in the loyalty department. He was also unaware that scheduling a technician could result in a loss of a plan discount or a price lock.
Darion then said he doesn’t know what I need help with. Whenever we add or remove something from the account, we will revert to a new price. Therefore replacing the modem was a new package and I was changed to a different price. This makes no sense??? All I have in my package is internet. I added no new services and changed no services…I asked to speak with a new representative.
Kristen answered the phone and I explained the problem I was having, She disconnected the call at 5:49 without offering to help as soon as I explained my story to her.
I called back at 5:55 and was disconnected at 6 pm.
We feel this is in keeping with Century Link's pattern of complaints specifically:
1. We did not ask for a change in services, but services were changed-high speed internet was removed, and then added again with no change to the service, but a higher price is being charged for the exact same service that had a "price for life guarantee"
2. Deceptive practices where we were promised a price that was not reflected on an inflated bill, and now the business refuses to cooperate in a resolution

Today, 01/27/2020, I called CenturyLink to cancel my TV and internet service, I also wanted to cancel my phone service on 02/11/2020 when my new phone service would be installed. My first call lasted for 57 minutes and I was transferred to seven different people. The problem was not resolved. I called the phone number given to me during my first phone call. This call lasted 45 minutes, they told me I could not disconnect service until 02/16/2020 and I would still be billed for an entire month. My new service was installed this morning, (TV and Internet) again the new phone service will be installed on 02/11/2020. Still not resolved. Talked to "Loyalty" another 45 minutes, several more transfers and nothing resolved! I shouldn't have to pay for What I did not receive. The original quote for service was less than the price that I was billed for and my bill has increased many times. The internet service has been terrible, had to order several modems, no in-box e-mail posted, I could go on and on. TV service was as bad. On occasion we would be without phone service as would our neighbors with AT&T service. I am so upset with the service and the high cost. I am 80 years old and on a fixed income. I Would have no objections to pay a pro-rated amount up to 01/27/2020.

Long story short, we are a Tempe, AZ dental office and have been without our decade old Fax number for almost 3 weeks now, because the ball was dropped during a transition away from traditional phone lines to VOIP and Cloud Services.
If you are a business considering switching from traditional lines to VOIP, consideration using a company other than Century Link is strongly advised, so you don’t get a repeat of what happened to us!
Our main contact at Century has failed us, doesn’t return phone calls, and hasn’t taken responsibility of failures, and their management appears to be following the same pattern, since they haven’t even at minimum called my personal cell back. Mistake after mistake! Additionally, we originally thought that if we stayed with the same company our traditional lines were already with, to switch to VOIP lines, it would be smoother. Well, let’s just say I’m shocked and highly disappointed.
Good luck in your decisions

Lots of issues but: Signed up for service I had to use their auto pay method no choice. Everything has been fine but now payment was made December 25 nothing changed about my credit card Centurylink sent me my monthly email saying they would take payment on January 17. For what ever reason they were not able to take payment. I receive no email like all the other things they send out. Turn off service on Friday and have no customer service from Friday evening until Monday morning so no service. My payment that they make isn't even 30 days late and service shut off no notice. Very upsetting

On October 25, 2019 we had a service call to install service. When no one showed up I called and they stated service was cancelled. Which it was not, I took off work for this appointment. They said they could reschedule the appointment, but not for two weeks. I told April to just cancel, my order. Today is January 24,2020 and we are still getting emails and bills. I have spoke to numerous people regarding this issue, but still get bills.