Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
Phone: |
Show more...
|
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for Lumen Technologies
Add new contacts
ADVERTISEMENT
Prepaid for Dec service on 12/03 and canceled on 12/06. Was owed a refund for the month and as of 01/14 still have not received anything. When I called I was told "oh there was a billing error and it wasn't processed. We will send a check 45 days from today". So according to them, it is acceptable that we are now waiting 75 days for them to process a refund. They need to issues a refund now.
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.
At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training.
The initial adjustment was issued to the account as a prorated credit on the account, not a refund. Usually after a certain time period these are manually sorted, and the refund is issued.
After adjusting the cancelation fee and accounting for three days prorated charges, I have issued a refund of $42.36. Please allow 14 days to receive this refund.
CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely
I have been trying to get my service moved from one address to the other since December 30th. I have been toild various excuses why this hasn't happened. I was told that the previous owners had not turned off their service, the service was discontinued on 12/31/19. I was told to provide proof of ownership, I did that on 1/9/20. I still do not have internet. I have received messages ( email and text ) the last 2 business days that they will not be able to turn my service on. I have called and called with no resolution to the problem.
Last spring I needed a new modem, I was told for 3 days that they would be there on that day. Finally showed up on 3rd day.
Our
records indicate Ms. also submitted a complaint with the Federal
Communications Commission (#***) regarding her concerns. Two responses from CenturyLink were sent to
the FCC and the Ms. on January 8
and January 22, 2020. Please refer Ms. to the attached FCC responses
for more information. To avoid duplication of efforts, the FCC will be the
primary source of response to address customer concerns. MargaretCustomer
Advocacy Group
Five bad stars. Promises to up grade servers were lies. Over a decade with 5mbs services being the ultimate maximum speed.
No real answers as to why.
Sick of paying for crappy internet.
Bye bye next month.
Had service shut off due to company paperless billing not working. I don’t get any heads up, had happen just few months ago: had turned back on and got no description of where money went.
I have reviewed the Revdex.com complaint regarding *** is not receiving email notifications for his monthly bills and a request for the late payments to be credited. CenturyLink is happy to investigate this issue and provide *** with an update.
I reviewed the account notes confirming ***'s statement that he had previous problems receiving his billing notifications via email. I reviewed the call from 10/02/2019 our consultant confirmed we didn't have ***'s email on the account. Our consultant processed the payment and confirmed ***'s email. It seems the update did not take in our billing system causing the problem to continue. I was able to place an order to ensure the email address is now on the account so *** will receive order confirmations and billing notifications going forward. Due to the system's error on our side I have adjusted the $30.00 in late fees the credit will show on the next billing statement.
CenturyLink apologizes for the delay in resolution with this issue we understand ***'s frustration and appreciate him contacting us, so we could resolve it.
Sincerely
CenturyLink technicians do not work weekends and only work until 5 on weekdays, meaning if you need repair and work until 5 mon-fri you are ineligible for repair or service work. This is the most anti working class business model I have ever seen, combine this with the fact that CenturyLink is a local monopoly and it becomes a clear pattern of hostility and contempt towards its paying customers.
I want my service restored. I pay an obscene monthly bill only to be told I am ineligible for service/repair.
I have reviewed the Revdex.com complaint from Blake regarding his frustration trying to get assistance with service issues on evenings and weekends. CenturyLink is happy to look into the service support options in Blake's area and provide him with the information.
CenturyLink understands it's challenging for customers to be available during the week to have our technicians come out and troubleshoot service issues on site. Most of the time service issues can be identified by our 24/7 Repair and Tech Support Centers 877-646-3282 and don't require customers to be home if the problem is in our terminals servicing the area. In the event a service issue requires someone to be home CenturyLink allows someone over 18 to be present if the customer can't be home. CenturyLink also provides resources on our website www.CenturyLink.com for customers to check their line for problems and submit service repair requests under our support tab. Rural areas like Blake's CenturyLink does the best we can to resolve service issues as soon as possible with the limited technicians available.
I checked Blake's internet service up to his modem showing a very stable connection and both upload and download speeds at over 100%. The repair ticket *** created 01/10/2020 was resolved and closed 01/13/2020. If, Blake is experiencing any additional service issues he can email me directly [email protected] and I'll have our Repair Escalations Team assist as needed.
Sincerely,
Mr.
I discontinued services with century link in December. They charged me for another month and now are giving me the run around about my repo of $75.
CenturyLink appreciates the opportunity to review Mr.
***’s account, ***. Our records
indicate Mr. spoke with representatives on December 27, 2019 and
requested the disconnection of his account. The due date on the order was January 23, 2020, in compliance with the
recent change to the pro-ration policy.CenturyLink began implementing the change to proration of
standalone high speed internet accounts on August 9, 2019, and continues to
implement throughout our service areas. At least 45 days before each
implementation date, customers that have standalone high speed internet
accounts receive a postcard that provides notice of the proration policy change
and the corresponding update to the CenturyLink High-Speed Internet Subscriber
Agreement. The notice advises customers that the service could be terminated
prior to their applicable implementation date, without penalty, in order to
avoid the new proration policy. If customers do not terminate service prior to
their implementation date, service will be billed through the end of the billing
cycle. CenturyLink is sorry that Mr. disagrees with the policy but he did
not terminate service prior to the implementation date. Thus, the proration policy will apply. Mr.’s January 24, 2020 bill reflects a $76.51 credit
for his deposit, less a $17.33 one-time charge for order processing, leaving a
$59.08 credit balance. Since the account
has been disconnected, a refund check will be issued. CenturyLink appreciates the opportunity to address Mr.
***’s concerns.MargaretCenturyLink Customer Advocacy
Complaint: ***
I am rejecting this response because:
Sincerely,
Bryan ***
The charge of $17 is just another big business way of cheating the customer again.
About two months ago I called to transfer my landline number. Several calls to Century Link to find the third step is not completed. After third step I'm told someone will have to come into my home. I asked to speak to a supervisor, Maria, and she yes if the outside box isn't ok someone will have to come into your home. I had talked to her on the same landline number I am requesting to be transferred. I called on a different date to find my number is now active since Dec. 26, 2019 and I wanted to know when the billing date would be. The person, Jan.2, 20, said I now needed to give someone else's number maybe family member or friend. The automated voice at beginning of call said there are privacy laws/protection. I said I didn't feel comfortable giving out someone else's phone number without their permission. I was put on hold then told later that would be ok not to give out. Told first of month bills are mailed. The next day Jan. 3, 20, my landline had been disconnected and I haven't had service since.
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 attempted to contact the customer at the number provided which seems to be working fine. I have been unable to reach the customer and there’s no voicemail. I attempted to email the customer twice and the email provided in the complaint bounced back as non-deliverable. In order to escalate this to our repair group they will need to be able contact and arrange a time and date to come out and determine the source of the issue. The customer can contact me at any of the means listed below.
CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve ***
Case Manager
Customer Advocacy Group
CenturyLink
I cancelled this service October 2019. Century link did not cancelled the service until 4 November 2019 and then billed me for November service and on January 2, 2020 sent me a past due notice for $69.53. I called Century link today, 9 January 2020, in an effort to get this problem resolved and was transferred to 7 different Century link representatives who could not do anything to help resolve this issue. I requested to talk to a supervisor and the phone line went dead.
To whom it may concern:CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint. At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training. The customers' last billing was for $69.53, the normal monthly rate for service. Several months ago, the customer received a postcard between August 12-16th notifying them of the change in how the service would bill going forward starting October 12th of 2019. CenturyLink bills in monthly increments and when service is canceled it bills out to the end of the billing cycle. The cancelation of the service is set to the end of the billing cycle too. That said, the billing was the last bill covering the October 16th through the November 4th billing cycle and is a valid bill.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely
Complaint: ***
I am rejecting this response because:
They are not specifying for what month they are billing me. I assume it is for the last payment due in October, however, The October bill was paid on October 9th through the bill pay program at my bank. Enclosed is a copy of that payment.
Sincerely
To
whom it may concern:CenturyLink
appreciates the opportunity to review the issues or concerns regarding this rejection. Due
to the date o the cancelation of service o or just after the new billing cycle
the customer was charged a full month of service, this is policy. In
consideration of the issues trying to get this resolved, I have issued and
adjustment of $69.53 leaving a zero-balance owed.Again,
CenturyLink acknowledges the customers’ concerns and apologizes for any issues
or inconvenience that may have been experienced. Sincerely
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
We were a customer of Centurylink for approximately 5 years. Most recently we were paying for 40 MBPS internet speeds and never clocked it higher than 15 MBPS. More often than not, our speed was less than 5 MBPS. We didn't have an absurd amount of devices that used the internet either (only 1-4 at a time). Since we moved in our new home two years ago, we've gone through two different Centurylink modem/routers. The first one died within a year and the second never seemed to perform very well. Every time we called customer service, we had to wait 30-60 minutes just to talk to someone. When we'd finally get a representative on the line, they'd you re-run a bunch of tests you'd already have done on your own, then by some magic on their end the internet would start to work slightly better (never over 15 MBPS), but only for 1-2 days. Shortly afterwards, it would go back to crappy 5 MBPS performance after that. Every time we'd call, the representative would also try to upsell us to a higher speed, rather than help us achieve the speed we were already paying for.
Ultimately, we finally cancelled our service with CenturyLink on 1/2/20, but have still been billed for the entire month of January 2020. When asked for a pro-rated bill, the first representative (***.) said the bill would be pro-rated for the number of days we used in January. Then the bill showed up, but for the full $40. I spoke with another representative (***) that said even though we cancelled on 1/2/20, CenturyLink put our cancellation date as of 1/31/20, because they no longer cancel in the middle of billing periods. At first she said she could still give me a credit, then within minutes she changed her mind and said she could not give me a credit. How can CenturyLink legitimately charge for services they do not provide? Their customer service people are inconsistent and unhelpful, the actual internet service is absolute trash, and now just for kicks, they've decided to stick it to customers on their way out by charging them for days past the requested cancellation date. I guess that's one way to make sure you don't EVER get a returning customer.
CenturyLink appreciates the opportunity to review Mr. account, ***. Our records
indicate Ms. spoke with representatives on January 2, 2020 and requested
the disconnection of her account. An
order was issued to disconnect the service on January 31, 2020, the last day of
the bill cycle.CenturyLink began implementing the change to proration of
standalone high speed internet accounts on August 9, 2019, and continues to
implement throughout our service areas. At least 45 days before each
implementation date, customers that have standalone high speed internet
accounts receive a postcard that provides notice of the proration policy change
and the corresponding update to the CenturyLink High-Speed Internet Subscriber
Agreement. The notice advises customers that the service could be terminated
prior to their applicable implementation date, without penalty, in order to
avoid the new proration policy. If customers do not terminate service prior to
their implementation date, service will be billed through the end of the billing
cycle. CenturyLink is sorry that Mr. disagrees with the policy but he did
not terminate service prior to the implementation date. Thus, the proration policy will apply. CenturyLink has reviewed Mr. repair history for the past
twelve-months. Our records reflect two
call in April 2019. Assistance was provided
in changing Mr. Wi-Fi password and the modem was power cycled to
correct the issue. The next ticket was
from November 2019, when a modem setting was changed. There were no other repair reports. A Broadband Escalations Representative has checked Mr. service. No issues were found and the service
was programmed for the correct speed. Due to the limited repair history, CenturyLink respectfully denies Mr.
request for compensation.CenturyLink appreciates the opportunity to address Mr.
*** concerns.***CenturyLink Customer
Advocacy
Complaint: ***
I am rejecting this response because:
First of all, we never received this so called "post card" indicating the policy change to no longer pro-rate the final bill. I still can't wrap my mind around how you can charge a customer for 29 days of service that they specifically rejected. Secondly, just because we only called twice in the past 12 months for assistance, doesn't mean the service wasn't inconsistent and spotty during our entire tenure with CenturyLink. We only called when we absolutely had to, because we knew it would take over an hour to get the issue resolved (30 minutes waiting, 30 minutes talking to someone who barely knows English). I can't count how many times over the past few years (when we were a customer in Logan, UT and Roy, UT) that I had to power cycle the modem to get the internet to function at a passable level. And what you say about a CenturyLink technician indicating that our speeds were correct the whole time, that's complete bologna. Like I said in my original complaint, I personally tested the speeds periodically over the past two years and not once was the speed higher than 15 mbps. Typically it came in around 5 mbps, which was passable, so we didn't bother wasting an hour of our lives to call CenturyLink and not get the problem actually fixed. I never clocked speeds in any location of my house near the 40 mbps that we were paying for. You can say we had a faulty modem/router, but we were using the modem prescribed by CenturyLink. We purchased it directly from CenturyLink. If you look back in the previous 12 month history, you'll find that CenturyLink had us replace a faulty modem. If you claim the speeds being sent to our home were what we were paying for, then maybe the new modem was failing yet again, but when we called in November it was not a suggested fix to our problem. Within a few days after that call, the internet was back to 5 mbps or less.
With our new ISP we signed up for 25 mbps and every time I've clocked the speed over the past month it has come in between 20 - 35 mbps download/upload. Right where it should be.
In my book, CenturyLink owes me more than $40 for crappy service, let alone the poor final bill policy and lack of communicating that change in policy. But they should at least return the $40 for this last month in which I did not use their internet service.
Sincerely
The Revdex.com has asked for
clarification regarding the billing cycle. The billing cycle is the period of time that charges are incurred for a
customer’s products and service. Mr.
*** bill date is the 1st of the month. This is the date the monthly bill is
generated. Since the bill date is the 1st,
the billing cycle goes from the 1st to 30/31st of the
month.
***CenturyLink Customer Advocacy
My neighbor, who is an older man living alone, recently had his phone service go out on his landline and had to come to me for assistance contacting CenturyLink to resolve the issue. Despite informing CenturyLink that his safety could be at risk by having his line dead, they would not make any exception to repair his service sooner--the soonest they will come is 5 days out. Add to this the fact that it was impossible to talk to one of their representatives on the phone, and it adds up to the entire customer experience being terrible. This company evidently has zero compassion and no real concern for the well-being of its customers.
As a warning , please be advised that Centrerylink will not pro-rate your bill. It's hard for me to believe. In our situation we cancelled service 3 days into the billing cycle. Now we have to pay for the entire month for nothing. At first I was informed the bill could be pro-rated. The right hand doesn't know what the left hand is doing.
I called to cancel service on November 26th, 2019 and received a confirmation code. I had been signed up for AutoPay. I received an automatic debit for the amount of a full monthly bill ($35) on or around December 8th, 2019, which I expected, to complete prior service. However, I then received another debit for a full monthly bill today, January 7th.
I called CenturyLink customer service about this twice. On the first call, the billing representative told me that my account hadn't actually been cancelled until the end of the next billing cycle after November 26th, which was December 19th. Because the cancellation wasn't implemented until December 19th, this triggered a new billing cycle. I explained that I had called to cancel service on November 26th and so expected it to end at that time. She transferred me to "financials" for a refund.
The call then disconnected. I called again. I was told by the second person, after a few minutes of investigation, that the $35 from auto-pay would be returned "via check." I then asked if they were going to send me something in the mail, because if so, they didn't have my new address. He said that wouldn't be necessary because they could cancel the debit from my card.
At this point I'm hoping the issue is resolved, but I don't have a lot of confidence in them.
I'm mainly filing this complaint not because of the additional debit from my account, but out of concern that they didn't actually cancel my account on the date that I called (November 26th), and instead waited until December 19th in order to bill me for another cycle.
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.CenturyLink
bills in monthly blocks starting on August 13th, 2019. Post cards were
sent out on June 17th notifying customers of this change.Prior
to this reply, the customer engaged another CenturyLink agent on January 5th,
2020 and was given a credit of the $35.00 non-prorated month billed.CenturyLink
acknowledges the customers’ concerns and apologizes for any issues or
inconvenience that may have been experienced. Sincerely,Steve
First, wires are STILL hanging across our backyard posing a danger, secondly I have tried 5 times today to contact ANYONE who can help me. I have tried to pay but my phone # isn't connected to my acct. and I have no idea what my acct. # is. I am so done with this company I simply want them to come get their equipment and cancel the service / contract...there is no customer service and when I see how they left the wires hanging in our back yard I am disqusted !
I have reviewed the Revdex.com complaint from Marcia regarding a status update on when her temporary drop wire will be buried and frustration trying to make a payment using our automated system CenturyLink is happy to look into these issues and provide Marcia with an update.
I contacted our Repair Escalation Team who advised me there is a work order in having her line buried the request number is BSW ***. The delay has been due to CenturyLink hiring a new contractor to complete the work in her area. The job completion will be dependent on the contractors work load and weather conditions. Unfortunately this time of year frozen ground conditions can cause delays in burying our lines. The contractor will contact Marcia in advance before they start the work. Marcia can always email me directly as needed and I'll get the latest updates from our Service Operations Manager ***.
I was able to listen to *** call to us trying to make a payment one of the calls dropped. I could hear our consultant still on the call so it must have just been a bad connection causing the dropped call. I was also able to listen to the call from Christopher who was able to make a payment over the phone and our consultant provided him with our Repair Department number for updates on the buried service wire completion. CenturyLink apologizes for the frustrating experience Marcia had I am happy to further assist going forward as needed.
Sincerely,
Mr.
I am trying to disconnect service on 1/6/2020. The representative stated that I would have to pay for the entire bill cycle even though I wanted to disconnect today which would mean they only provided me with service from 12/22/2019-1/6/2020. They refused to prorate my service to reflect the discontinuation of my service with them . I am not under contract and have no requirement to keep their service in effect. When I asked for a supervisor, they refused. I then asked for a manager. I was then transferred into a voicemail box system that wanted me to enter an extension or check my messages.
CenturyLink appreciates the opportunity to review Mr.
account, ***. Our records
indicate Mr. spoke with a representative on January 6, 2020. An order was issued to disconnect his account
on January 7, 2020.CenturyLink began implementing the change to proration of
standalone high speed internet accounts on August 9, 2019, and continues to
implement throughout our service areas. At least 45 days before each
implementation date, customers that have standalone high speed internet
accounts receive a postcard that provides notice of the proration policy change
and the corresponding update to the CenturyLink High-Speed Internet Subscriber
Agreement. The notice advises customers that the service could be terminated
prior to their applicable implementation date, without penalty, in order to
avoid the new proration policy. If customers do not terminate service prior to
their implementation date, service will be billed through the end of the billing
cycle. CenturyLink is sorry that Mr. disagrees with the policy but he did
not terminate service prior to the implementation date. Thus, the proration policy will apply. CenturyLink appreciates the opportunity to
address Mr. concerns.MargaretCenturyLink Customer Advocacy
Complaint: ***
I am rejecting this response because:
your response stated that I had received a postcard with legal changes to our agreement. I never received this postcard. Notice was not provided in any way to change proration of billing. Your response was also stated that I talked to a representative to cancel service but did not recognize or acknowledge that I had call multiple times to get this handled even when using the number provided before submitting my Revdex.com complaint.
I had no contract for service and I am not required to pay for service beyond the time that service was provided. My expectation is that I am credited for all days billed after the termination of my service.
Sincerely
Every time you speak to them they open a new account! Bill you and when you call again, they open another account!!! Nightmare company!
I wish I could leave 0 stars. I haven’t had this service for very long and the thing that stands out the most is your customer service because IT IS A JOKE. You pass people around from person to person, take up an hour of their time, and then tell them you can’t help them. You took $253 from us yesterday and then turned our service off this morning, tell me how that’s even legal? We got on chat with several people who kept giving us the same number to call, that’s closed on the weekends. I’m not sure how your people are so incompetent that they don’t even know that. The last person I spoke to tried to give me the same phone number and I told them it was closed. Their response was a very short “then call tomorrow” like that never crossed my mind. Why should I have to call tomorrow when you took my money yesterday? I’m contacting a manager tomorrow with this individuals name and filing a complaint personally.
Pretty sure a rock has better customer service. At this point I am considering returning to Xfinity, while they’re considerably more expensive, at least their customer service is decent. How are you even in business?! I’m disgusted
On Dec.23rd,2019 I contacted Centurylink concerning our current monthly costs. We are 25 yr customers and multiple people I know pay $50 a month and the going price for new customers is $49 a month up to 100 mbps. We have paid $75 a month for several years for up to 20 mbps. After and hour and half, mostly on hold and three representatives later we were able to speak to Kelly who offered us a price of $39 month for up to 15 mbps. I told her we had up to 20 mbps and she said that actually 15 was the fastest in our area. I said ok, we were happy with the price and understood our speed would be what it had been for several years. On Friday, December 27th, we had no internet. We received notice a new modem would be delivered that day. When we went online, it now said we had up to 10 mps. I called and spoke to Bernadette and told her we did not order a new modem, and she said we could refuse it when it came, which I did. I asked why we now had 10 mps since we did not ask or approve our speed to be downgraded from 20 mps, and she could not say why the change had occurred. I told her we had no internet and was told to wait until morning and it should work. It didn't. I called and requested a maintenance order and one was set for Jan. 2nd, After a week with no internet through no fault of our own, the maintenance technician said we were down because there is different wiring for 20 than for 10 mbps and when they adjusted our speed it would no longer work because we were wired for 20 mbps. He quickly resolved the problem and we once again had service. We did not notice a significant difference in speed, so decided to not complain about the change, even though we had not asked for it. All would be well, except today I received an order confirmation and bill for $49 for internet connection speed up to 10 Mbps! I did not and would not request to have our speed lowered from up to 20 down to 10. No one can tell me who put the order in or why.
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.
CenturyLink apologizes for the issue regarding the order and the subsequent out of service time experienced by the customer. I have contacted the customer and explained the order error and agreed to Issue the adjustment requested to satisfy the out of service issue resulting from the order error.
I agreed to take care of the modem lease issue and removed this from the customer’s account.
I provided the customer with a better explanation of the up-to 15M means and they indicated they are fine with the speed that they are at.
I have requested that our repair department look into if we can push the signal closer to 15M as a courtesy and indicated that even if this was possible that they may not notice any difference as the current line is at or above the provisioned rate.
CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve
On Monday December 30, 2019, our internet service shut off. When we investigated this issue we were informed that our internet had been canceled and we were deleted from the system. We attempted to contact support through chat and phone and was told that no one would be able to help us. We then called the 24/7 support tech line and spoke with Roger who told us that he was unable to find the reason as to why our internet was shut off. After speaking with him for over 45 minutes I was told that I needed to contact customer support the next morning when they opened. My husband then called on December 31, 2019 and spoke with Joseph who was very rude and disrespectful and kept telling my husband that our internet was shut off due to them being able to provide service to our home. Which at this point we knew was wrong because we have had internet through century link for over 20 years. We then were transferred to Dylan in loyalty support who said that we are able to get internet but that because they deleted our account out of their system we would have to recreate one and rerun credit. Dylan told us that the soonest they would be able to get a technician to our home was on Friday January 3, 2020. Between December 31, 2019 and January 2, 2020 my husband called century link to make sure that the technician would be in contact with us letting us know when he would be to our home on January 3, 2020 since me and my husband were both at work. We found out later on Friday stating that the technician came to our home and worked on the lines outside our home and knocked on the door and when no one answered he left. My husband then called Doug and was told that the technicians are not required to call when they are on their way to your home and that the best way for our internet to be fixed is for us to be home within an 8 window. So I have to sit and wait for 8 hours for someone to come to my home and fix a problem that they caused. The reason I am posting a complaint to this is because the customer service we have received during this process has been HORRIBLE. I have never dealt with anyone as disrespectful as these people at century link are. I think they need a reminder about how to talk to people when they are trying to get problems fixed with products that they need everyday.
I have reviewed the Revdex.com complaint from *** regarding problems getting their CenturyLink internet back up and running. CenturyLink is sorry to hear about this problem and is happy to see what we can do to help.
I was able to review the call from Gary regarding the internet service. It seems there were problems trying to locate the old account based on the call details it seems the service was through Dish Network and possible under a different name. The new order was canceled due to lack of facilities in the CenturyLink terminal per the technicians notes. Unfortunately our systems were giving us conflicting information on service availability at ***'s address. Our consultant was able to place a new order and the service was activated on 01/03/2020. Due to the delay in having the service activated we did credit *** for the first month of service as a courtesy.
CenturyLink certainly understands how frustrating this experience has been. We appreciate *** sticking with us, so we could resolve the order and installation issues. If *** needs any assistance in the future she can email me directly *** I'm happy to further assist as needed.
Sincerely
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
My internet service has been going out off and on, sometimes more than once /day, for the past 6 months. I have made numerous contacts with Century Link requesting that the issue be resolved, and spent many hours on hold while trying to speak to a representative. I have also been promised a credit on my account for the months that I have been experiencing problems with my difficulties. I have been promised that the issue will be fixed, that my "critical care" contact would call me with updates, and none of these have happened. My internet continues to go out, and I have not received any credits on my account.
I have reviewed the Revdex.com complaint from *** regarding internet service issues and a request for a service credit. CenturyLink is happy to look into this service issue and see what we can do to help resolve it.
I requested our Repair Escalations Team review the repair history and contact *** help to resolve any ongoing service issues. We had our Repair Tech go out and troubleshoot *** service who found problems in our terminal. The repair was completed and the service stabilized the service is now working as it should. We credited *** for the service problems the credit has posted to their account and will appear on the next billing statement.
CenturyLink apologizes for the service issues we appreciate *** contacting us, so we could identify the cause of the service issues and correct it. CenturyLink understands how important it is to have stable internet service and how frustrating this has been for ***.
Sincerely
Active duty military; relocated from Colorado Springs,CO to College Station, TX. Made final payment arrangements on 31 July 19 and returned equipment on 19 Aug 19 via UPS (still have drop-off receipt). Received a final payment notice today, 03 Jan 20, from Century Link. Called final billing who said we owe $267.18 due to equipment not being received. They could not resolve the issue, so they transferred to Billing. Billing said they did not know where the $159.18 charge was coming from so they transferred us to Finance. After over two hours on the phone, Finance said they only collect payment and Billing had to credit the account.
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 Mr. spoke with a representative
on July 31, 2019 and requested the disconnection of the account. At this time, the account was suspended for
non-payment. A payment was received and
the account was removed from suspension. However, an order did not get issued to disconnect the account, so it continued
to bill.The account was suspended for non-payment on September 16,
2019. The September 16, 2019 Closing bill
reflected a $159.31 balance due. In
addition, our records do not reflect Mr. has returned his leased
modem. Thus, he was charged for the
purchase of the equipment on December 20, 2019.While our records do not indicate the equipment has been
received, an adjustment to ‘zero out’ the account has been applied. A credit for $267.18 was issued on January
27, 2020. The account currently reflects
a zero balance due.CenturyLink apologizes the disconnect order did not get
issued when requested and regrets any inconvenience Mr. 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