Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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So I recently moved to mesa and called and signed up for AT&T and DirecTV online in order to take advantage of a few deals that would’ve essentially made DirecTV a good deal. I started the services around Sept 7th 2019.
In October I paid two bills one on 10/7 and one on 10/20 I did not understand what they were initial for since much of it was install charges. But I thought I would look it over more closely to find out what my monthly bundled service charge would be. I soon noticed no bills had come from century link and started to worry since mail is delivered to a bank of mailboxes in a structure and often we get the wrong mail and perhaps it was a monthly mishap. I soon realized that more time had passed then I had thought when I received not a bill but a disconnect notice. I had approximately two days and was on a vacation in CA when my roommate told me it was cut off. I immediately got online and paid my balance in full of 374.00. That was on Jan. 8th 2020 and today is Jan 14 and I still do not have any direct TV. I have been dealing with the ridiculously bad customer service between the companies that advertise themselves as being a family but don’t act like much of one. I have been overcharged and have been bounced around and it is crazy. Each company blaming the other. As of today I have been on the phone to direct TV 9 times at 346 mins of phone time with no TV even now! I have found on the Centurylink site that someone had entered my email address incorrectly and there was a message that says there is a problem with my email even though they did not contact me by phone or text?
I have also contacted Century link with a total of 121 minutes so far and I am constantly told you have to call direct TV.
I have no TV for almost a week. today I called direct TV again and was told I was one of those people who do not pay their bills and this is what happens...wow....no words.
Because of this, I decided to cancel my service. Of course, DirecTV tried to hold me to the contract and warned me of an early termination fee of over $400. after being bounced around and treated like I have been this is not acceptable.
I spent some time reasearching online my century link account and since Sept of 2019 until today I have spent 926.00 on my combined bill between century link and direct TV and I have never ordered a pay per movie either this is just monthly charges. I think I can honestly say that it is now wasting time calling either company’s customer service line.
I started out completely polite with the customer service reps and even asked whether I’d be credited for the time I did not have direct TV , Instead they acted as though it was my mistake to listen to the misinformation they gave out.
I have reviewed the Revdex.com complaint from *** regarding questions on their combined bill with Direct TV services. CenturyLink is happy to look into these billing questions and provide *** with an update.
I was able to review the call from *** on 09/09/2019 our consultant *** went over the monthly CenturyLink pricing and offered to convert the monthly lease modem charge to a modem purchase which she did. *** also corrected the email address we had on file since we had the wrong one. The first two CenturyLink bills were higher due to the installation charge and modem cost. *** ended up getting behind on the billing but has since caught up and is up to date at this time. The account notes confirm *** had some issues getting the Direct TV service back on after the payments were caught up. CenturyLink understands how frustrating this was for her. Unfortunately, CenturyLink doesn't have access to Direct TV systems so it can be difficult to assist with any billing disputes, programming changes and service restore functions with their services. On the January CenturyLink statement I show we did credit *** for late fees charged on her account.
Based on my findings the billing issues, email address and monthly billing charges have been explained and addressed. *** account is all caught up and should be straight forward from now on. CenturyLink appreciates *** contacting us, so we could review the billing history and provide her with an update.
Sincerely
Complaint: ***
I am rejecting this response because: Century Link has satisfied with the response given here. The reason I bought Century Link into this complaint is because it is partnered with Direct TV!!!
I still have an issue. Since the bill was paid in full in early January, my direct TV was NEVER RE-INSTATED. I have a cell phone timer that records that I have been spent over 365 minutes reaching out to Direct TV to turn on the Service. To this very day I do not have Direct TV service. I call Century Link and they direct me to call Direct TV for my issues, it is a vicious cycle. Regrettably neither party has helped me to regain my direct TV service. Direct TV is the situation, I am stuck in the middle with each party pointing fingers at the other. They portray themselves as "a family" in "a partnership" and it is bogus. One handles the payments the other the services, they do not talk to each other. Instead they make the customer do the work of calling repeatedly and trying to communicate between the two parties who are responsible. Its not right and it is infuriating!
At this point in time I no longer want to have anything to do with Direct TV. As a customer I have been abused by the Direct TV customer service department. They have offered no solutions and they have been downright abusive to me and the last time I called I was told that "people like me should pay their bills and they would not have this problem in the first place". the whole situation has had me so upset and rattled, that I refuse to call the customer care line for Direct TV ever, ever again.
I was told by Century Link in order to remove the Direct TV part of the contract it will cost me $400 to cancel it. I am not going to pay for services that I am not receiving and going forward, I do not want to support Direct TV with giving them my business! Not after being treated so poorly. I want Direct TV gone from my home!
Century Link can stay they turned on my wireless right away and I have no issue with Century Link...accept that they are bundled with Direct TV. Please help I am in a customer service nightmare!!
Sincerely
CenturyLink understands *** frustration with Direct TV unfortunately we don't have access nor authorization to change any Direct TV accounts. Based on *** reply all CenturyLink issues have been resolved. I would recommend *** requests an Escalations Manager with Direct TV help to resolve her dispute with them.
Sincerely
Complaint: ***
I am rejecting this response because: Century Link just notified me that I owe 137.00 in fees for Jan. for direct TV and Century link bill that is bundled and I have not had Direct TV for the whole month of Jan. I am not responsible to contact DIRECT TV you are! You have partnered with them and I the customer should not have to reach out to them to be abused, out on hold and have them blame Century Link any longer.
Please contact DIRECT TV and solve this problem. How and why should the customer have to spend hours on the phone getting no where with either party! I would like my bill adjusted as to not reflect charges for a service I did not receive. The bill came from Century Link not Direct TV.
Hey Revdex.com DO YOU NOT SEE WHAT IS HAPPENING HERE RIGHT NOW??? They are trying to put this on the customer when they are responsible to solve this issue not the consumer.
PLEASE HELP RESOLVE THIS ISSUE....PLEASE
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 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
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 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.
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
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.
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.
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
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
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.
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
We cancelled our CenturyLink account (#***) towards the end of October. As a result our October bill was cut in half. Then, however, we were charged in full for November. It was also on our account to be charged for December. After calling CenturyLink on December 5th they told us it was because we were signed up for autopay. In that phone call they told us that they would remove the December charge and make sure that didn’t happen again. They also said we would receive a full refund for our November bill. We have not yet received that refund, and were notified today via email that we were going to be charged for January.
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.Prior to this replay, the customer has been given all of the requested adjustments related to the billing charges in dispute.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,Steve
I have called to cancel my service mid billing cycle, as I have new internet service with new provider. CenturyLink and I are not in contract. They are explaining that I have to pay for the rest of my billing cycle even if no services are being provided. I work in insurance and you legally can't charge a customer for services if they have asked to have it cancelled. I am not using them for any services and don't see how legally they can charge me for it. I also asked for documentation that might explain this and they have none.
CenturyLink appreciates the opportunity to review Ms.’
account, ***. Our records
indicate Ms. spoke with representatives on January 3, 2020 and requested
the disconnection of her account. When
the change to the proration policy was explained, Ms. disconnected the
call before the order could be issued and fully verified. Thus, an order was not issued.Per the Revdex.com complaint, disconnect order *** was issued
on January 28, 2020. Since Ms.
originally requested the disconnection of her account on January 3rd,
an adjustment will be applied to her account once the Closing bill is
issued. The adjustment will credit
charges going back January 16, 2020, which would have been the end of her
billing cycle if the order had been issued on January 3, 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 Ms. disagree with the policy but she did
not terminate service prior to the implementation date. Thus, the proration policy will apply. CenturyLink appreciates the opportunity to
address Ms.’ concerns.***CenturyLink Customer Advocacy
I am a current Centurylink customer. I just purchased a new home and wanted to transfer service. I called several times attempting to set up new service. They said they could not find my address. I spoke with the neighbors they said they had centurylink. I spoke with the city of orting they said it was centurylink. I called back and talked to a rep who told me the address had not been put in yet. I wanted to get a landline for my home and yet 3 days lter 5 phone calls being disconnected twice and I still cant seem to get a landline set up. I have tried repeatedly to call and work with their reps but no one seems to be able to get my phone service set up. They also keep running my credit report when I have tried to set this up online without my authorizing them to run my credit. I want thos inquiries reversed off my credit eport as they were not authorized.
CenturyLink appreciates Ms. giving us the opportunity
to review her concerns. 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 Engineering Group needs to verify the fiber at Ms.
*** address, as well as her subdivision. One engineering completes their work, Ms. address will be built
into our system. Once complete, a
representative will contact Ms. to discuss the products and services
that are available at her location. At this
time, I have not received a tentative due date of when Engineering will complete
their work but I am hopeful it will occur in the next couple of weeks.CenturyLink regrets the delay that Ms. is experiening
and I apologize for any inconvenience.