Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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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
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
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
We did not have internet this am, and my husband's work depending on the internet. He works from home, we have been on the phone with century link for over 1 hour and Rachel employee number *** kept telling us that the account number alone is not good enough, she needs a 10 digit phone number that is associated with the account. She told us where to look for on the bill. in the right upper corner. WE HAVE NO INTERNET! therefore, cannot get on the internet, and have not had a physical bill since we signed up for automatic billing. Account number alone is not enough???? and we have provided with account holder's SSN as well. Rachel kept interrupt me during our conversation stating that we refuse to provide her with the 10 digit phone number. THIS IS A FALSE STATEMENT. I attempted to chat with a representative using tethering from our cell phones. got to an agent; however, asking them to fix this problem. They had me try to unplug it and plug it back in the modem which we have been doing for the past hour and getting nowhere. I called the Century link number associated with Revdex.com complaints page, and asked for a supervisor. I spoke with Gretchen, employee number ***, who asked us again to repeated try the same thing over and over. Finally, I told her that we have been trying well over 1.5 hours now and not getting anywhere. I ask her to send a technician out to check the problem. She said the soonest will be Monday 1/6. Today is 1/2, and my husband works from home. Therefore, no internet = no work = no income. This does not work. They kept telling me that I am waiting for Ryan to reply (Ryan is from the 2nd level of support).
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.It appears that the outage was a network issue that has been corrected. The customer has been given an adjustment for the time the service was down. However, CenturyLink does not compensate for lost earnings- or business-related costs incurred due to an outage on a residential line, only the time the service was interrupted. If the customer needs 100% guaranteed up-time they should pursue having redundant service providers to ensure there is not a period that the customer cannot work; even this is no guarantee that the customer would have 100% uptime. CenturyLink did set up the dispatch when receiving this complaint; the customer canceled this dispatch and as such, it is assumed the issue has been resolved.As for the information regarding the account information, it is true that the account number is not enough to validate the account. While CenturyLink appreciates that this is sometimes an inconvenient issue, the law requires it under the FCC rules governing CPNI (Customer proprietary information).Additionally, all the different parts that make up CenturyLink sales and service know most of the common requirements and apologize if there were some issues in trying to convey the correct location of the account number on the bill. The customer is in a legacy CenturyLink are and there is both the account number and a 10-digit data or telephone number too depending on the type(s) of services are on the account.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,Steve
I contatcted Century Link to discuss the facts that even though I am paying for 20 MBPS, multiple speed tests(even their own) indicate I am only receiving .8. I was transferred 5 times without being asked and was not in any way helped. I am paying for services I am not receiving and consider that theft.
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. Even though the statistics that we could view indicated the customers' speeds were at or above the purchased rate, I escalated this to my repair team to reach out an assist to see if there might be another issue on the customer side of the connection.The repair group indicates that the customer responded and has decided that they do not want assistance and has indicated that they are canceling the service.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,Steve
12/31/2019 @ approximately 4 pm I called CenturyLink to ask why my bill had once again increased. I'm suppose to be a $45 for life customer ( was told that price would never increase for as long as I remained a customer). 4 1/2 years I've been a customer and every couple months I have to call and fight my bill. I noticed this time that for the past couple months $5 extra dollars has been added onto my bill. When I called this afternoon instead of the customer service rep trying to resolve my issues, he in fact started yelling and getting hostile with me. Saying things like "why did it take you three months to notice this $5? Seriously???? What kind of customer service is that? Regardless of when I finally got time to call, I'm calling now!!! He had no answer for me and just kept yelling at me till I disconnected the call. I'm a paying customer and don't deserve to be treated like that. I never did get an answer as to why my bill has gone up yet again when its not suppose to. I'd like answers. I wish I had other options for internet providers in my area because I['m tried of being cheated every month!
I have reviewed the Revdex.com complaint from *** regarding her bill increasing by $5.00 per month. CenturyLink is happy to investigate this billing issue and provide *** with an explanation on why her bill increased.
I show ***'s bill increased $5.00 per month in July due to an increase in our @Ease wire maintenance service. CenturyLink notified *** on her June 20, 2019 bill that this monthly rate would be increasing. *** is still getting her price for life monthly rate on her internet service at $45.00 per month. *** is also receiving a $10.00 per month loyalty discount that also won't change. CenturyLink recommends our customers review their bill monthly to see if there are any notification of changes being announced.
I was able to review the call from December 31st our consultant Emerson initially had a difficult time trying to explain why the bill increased. Emerson did seek assistance from his supervisor who was able to identify the increase was due to the @Ease wire maintenance service monthly price increased. Emerson did offer to remove the @Ease service but *** requested it stays on the account so no changes were made.
CenturyLink apologizes for the frustration *** experienced trying to find out why her bill increased. Emerson did get training from his supervisor during the call so other customers won't have the same experience.
Sincerely,
Mr.
I have been having trouble for months with my phone and internet services. I call technicians come out "fix" it for a couple of days then it stops working again. The last three times the ticket has been to "cabling". I have been paying for services that are never delivered or consistent. Customer service gives an I don't really care attitude. The tech today says he cant fix it and it has to go to cabling again. Supervisor says it is being escalated again, but all that means it I have to take off of work again to wait for another tech and it never gets fixed. I have missed a number of days of work to get these fixed but it never is for long. All that I am given is a credit for down days and not the services that are needed. Escalating the issue never does anything either.
I have reviewed the Revdex.com complaint from *** regarding ongoing issues with her services. CenturyLink is happy to help resolve the service issues so *** service works as it should.
I requested our Repair Escalations Team check the repair history and contact *** to help resolve any service issues she is experiencing. Our Repair Team has advised me the service is now working as it should they have also provided *** with their cell phone number in the event any problems come up in the future.
CenturyLink's goal is to restore service as soon as possible when problems arise we apologize for the previous issues. CenturyLink appreciates *** reaching out to us for assistance, so we could help.
Sincerely
received a notice dated 10/11/19 from century link stating that the FCC will be making changes to the Federal Lifeline discount program & I was to call to see if it affected my acct. I called 10/29/19 & was told by "Tia" the notice can be disregarded/wouldnt affect me. Also left voicemail with "Leslie" at LifeLine office with Century Link on 10/29/19 regarding this. Leslie returned my call 10/30/19 with a voicemail stating the changes wold not affect me/that my Lifeline discount would continue due to my landline & MN State discount will remain on my acct.
Received my 1/5/2020 bill and all state discounts & LifeLine discounts have been removed.
The bill is 84.40 and I should be paying 55.82, per my bill that was paid/due 12/7/19. I have attempted to reach Leslie by phone at *** on 12/24, 12/26, 12/27, & 12/30 (twice) I have left a message each time yet no one has called me back & my bill is due 1/5/2020.
I called Century Link 12/30 and was routed to 2 different depts & 2 different people-neither which could be of any help. They said I had to "wait on the Lifeline dept" to get back to me & correct the discount on my account.
I was told ny "Nisha" that she would put a "note treat" on my account & I should pay my usual 55.82 & my account would be noted that there would be no disruptions in service & no additional late fees. Per Leslies voice mail (which I have saved) from 10/30/19 she said I could call if my Jan. Bill was incorrect. I would like a resolution, & I will be mailing in my usual 55.82 for my 1/5/2020 bill.
It should be noted that I do NOT need to reapply for LifeLine as I just did over the summer, where I had already filed a former Revdex.com complaint, as Lifeline failed to process my application after I repeatedly mailed in documentation. I was in turn credited back 3-4 months worth of overpayment. Dealing with Century Link & LifeLine has taken MANY, MANY hours of my time over the phone and internet as well as time & money photocopying and mailing in documents repeatedly.
CenturyLink appreciates Ms. giving us the opportunity
to review our handling of her account, ***. I would like to apologize for the less than
exemplary service that Ms. recently received from CenturyLink representatives. Her comments are appreciated and, to improve
customer service, will be investigated. Our
representatives need to know the negative impact we have on customers when we
fail to do our jobs well. Due to the recent changes in the Federal guidelines for the Lifeline
program, Ms. Lifeline discounts were removed from her account, as she
did not meet the minimum Internet speed requirements. Our records indicate she did contact
CenturyLink prior to the change. However, she may have been given incorrect information.Ms. has been in contact with our Lifeline group. CenturyLink has added the State discount back
to her account. Unfortunately, we are
unable to add the Federal discount back to the account without Ms.
submitting a new application to USAC for approval. CenturyLink is required to get a new
application to add the Federal discount back to the account. I apologize for the inconvenience.A credit for $21.53 was applied to Ms.r’s account on January
2, 2020 for the missing Lifeline discounts on the December bill. An additional credit for $22.60 was applied
to the account for the missing discounts from the January 16, 2020 bill. The current balance due on the account is
$55.82, which is what she was previously paying. Once we receive the completed Federal form
from USAC, the additional Federal Lifeline discount will be added. Ms. is encouraged to complete the application
process as soon as possible.Ms. is a valued customer and I apologize she was not
treated in this manner. CenturyLink regrets
any inconvenience she has experienced.
Complaint: ***
I am rejecting this response because:
I DID call Century Link on 10/29/19 regarding the LifeLine changes, in a letter I received dated 10/11/2019. I talked to someone named "Tia" who said she would make note in my account that I called.
She told me the changes would NOT affect my LifeLine discount because I have a landline, in addition to internet.
Additionally, I talked to "Leslie" at the LifeLine office w/ Century Link (contact # ***) regarding the 10/11/2019 notice. She ALSO told me that I could disregard that letter as my LifeLine discount wouldn't be affected, due to my landline with Century Link.
Once I received my December bill & all the discounts had been removed, I proceeded to try to contact Leslie again. Called 4 times over the course of a week with no return call from her.
I finally received a call back from "Tina" Lifeline office w/Century Link who proceeded to tell me I had been removed from the LifeLine program and had to re-apply.-no explanation as to why....
Note that I had just went through re-applying for LifeLine in July 2019, as someone with Century Link didn't process my application on time & the discount was removed again.
That It was led to my first/initial Revdex.com compliant over the summer. I should only have to reapply once a year for the Federal Lifeline program and I have had to apply THREE times now since 2019.
As requested by "Tina" I re-applied again for Lifeline. I sent application certified mail and follow up with the post office indicates it was received 1/21/2020.
To date, I have not heard anything about my LifeLine application.
So I have done what what was requested on my end, and more.
My Feb. 6 Bill is $71.37 which is incorrect. I will pay what you have listed in you statement here..$55.82, as that is what the bill should be.
I would like to receive a written statement my Century Link Customer Advocacy that my LifeLine app. has been processed & approved, and that my Feb. 6 bill has been corrected.
Additionally, I feel that it would be good customer service on Century Links end as a business, to give me a few FREE months of Landline & internet, instead of just correcting my bill each time.
This issue (twice now) has taken up a lot of my personal time on the phone & computer & I feel that the customer should not be trying to figure out what is wrong with their bill of service- the company should.
Thank You
Sincerely
As stated on our previous
response, a credit was applied to the account on January 16, 2020. As of the date of this response, the current balance
due is $55.82.
Our records indicate the additional
Lifeline discounts were added to Ms. account on January 29, 2019. The notations indicate a representative contacted
her on January 29th to confirm the discounts had been added.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and although it seems there will be no compensation given for all of my hassles & time spent as a customer, to resolve this issue (twice now), this resolution will have to do I guess.
Century Link does not make many efforts to retain customers. I have been a loyal customer for MANY MANY years.
I will be sure to share my experiences with anyone looking for telephone or internet service, going forward.
Sincerely
I'm being charged for service their customer service declared was cancelled. I was told three different things. I was originally told the service was cancelled December 7th when they said they had to drill through my house to set up service. I told them that wasn't an option and told them that we would like to cancel. The guy said ok and that it would be cancelled. Then come today December 29th I'm being charged for internet at the original place that was being switched from to my new house. I contacted customer service they said that it was my final bill. I told them I wanted my money back since we haven't lived in that location for the month they are charging us. They gave me a number to call during the week and I said I wanted it taken care of now and I'd be filing a report with the Revdex.com. They then disconnected. I then contacted them again and got another person to which they said that it wasn't my final bill and they still had it activated at my original place. Which doesn't make sense since I was transferring service to begin with. So I was lied to at least twice. One being told the service was cancelled and two that it was my final bill. I've spent at least 10-15 hours on the phone with them ranging in issues from service to being transferred around to incorrect departments.
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
customer originally wished to transfer service rom one location to another.
This was done correctly. When a transfer is done, it has two components to it,
the “from location” order and the “to location” order. They are numbered the
same except for the F in front of the from order and the T in front of the to
order.The
agents didn’t lie but the disconnection order only completed on the “T” order
and that left the “F” order intact, so the service continued to bill. This was corrected
by an internal back office group and all charges from December 6th to January 4th were negated by back dating the disconnection date of
the “F” order.This
resulted in a credit balance which generated a refund of $49.50 which the
customer received and cashed on January 17th, 2020.Unfortunately,
this was a systems issue that created a problem when issued. Centurylink apologizes
for the inconsistent information that was received and understands how this
could have been misinterpreted by the agent the customer spoke to.CenturyLink
acknowledges the customers’ concerns and apologizes for any issues or
inconvenience that may have been experienced. Sincerely
They lied about everything with pricing and instals when signing up for service call fees
CenturyLink appreciates the opportunity to review Ms. account, ***. Our records indicate Ms. had service going back to at least September 2013. Internet was added to the account in October/November 2013. From the information on the January 2014 bill, the account was on our 5-year Price Lock promotion. An additional 12-month discount was added to the account on December 14, 2017.
Ms. removed her Landline on January 18, 2018. The account was disconnected on April 16, 2018. The modem was not returned and the customer was billed for the purchase of the equipment on June 1, 2018. The charge for the modem was disputed on July 9, 2018. The representatives agreed to adjust the charges but a system error kept the credit from posting the account. A credit for the modem charges was applied to the account on August 30, 2018.
Ms. did not include specific information in her Revdex.com complaint to what charges she was disputing. If she could provide more specific information, including the account number(s) if different than above, I would be happy to investigate her concerns.
***
CenturyLink Customer Advocacy
I received a postcard from CenturyLink that stated they were changing their rules. If I did not call by a certain date, I would not be able to prorate my final bill when terminating service in the future.
I called before the deadline and was assured I would continue to have prorated billing.
When I called to cancel my CenturyLink bill today, I was told they have no record of my call and that they would not prorate my service. I would also be charged $60 to finish out the original contract and that I would have no early termination fee.
I have reviewed the Revdex.com complaint from Shannon regarding a disputed final bill for CenturyLink charges. CenturyLink is happy to investigate this issue and see what we can do to help.
I was able to review Shannon's calls to CenturyLink starting with the 11/12/2019 call inquiring about our new policy concerning prorating final bills. Shannon requested the service be canceled on 01/10/2020 in order to avoid being charged through another billing cycle. Unfortunately her service was turned off too early in error the disconnect order for 01/10/2020 was canceled. A new Disconnect order was placed for 01/13/2020 causing Shannon to be billed for services though the billing cycle of 02/10/2020. I reviewed the call when the second disconnect order was placed the consultant advised the charges would be though 01/13/2020. Due to the overbilling Shannon called in on 01/19/2020 our consultant credited the late fee along with the month in advance billed in error totaling $84.45.
CenturyLink apologizes for the time and frustration this billing issue has caused. Feedback has been sent to the consultant who placed the first disconnect order with the incorrect due date causing this billing error, so other customers don't experience the same issue.
Sincerely,
Mr.
Centurylink upgraded my account with a higher rate without my permission then stated they were not able to put me back on the plan I was on previously. I then had to settle on a higher rate plan but with a higher speed which they said would not require a new modem only to find out later by the technician that I did. Centurylink promised to send me a new modem without charging me but now I am getting charged for it.
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.
At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training.
Prior to this reply, the customer engaged another CenturyLink agent who has adjusted all the charges relative to this complaint.
Inn regards to the changing o the speed and the pricing of a given speed tier; this is possible anytime there is a change to the promotions that are available at the time the previous promotion expired or the service change is requested. Previous plans and speed tiers and pricing relative to those tiers have been recently changed to make it simple and straight forward regarding price for life pricing. This was done to benefit the customer from having to remember year or years later to call in and negotiate another promotion if available. When the customer requested the change, the price for life will stay the same unless the customer changes the service. If the current service remains the same the price will remain constant.
CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely
We moved down to florida in sept. We ordered internet services from centurylink oct 1st. 2019. Our rented equitment never arrived due to an error in thier system. We never got any of our equipment after 3 tries and finally someone figured ouy what was going on. She straightened it out and set us up with our rented modum. We finally recieved it after 4 tries. After this process they charged us 400 dollars in shipping 100 for each of the items that never got to us. They took those fees away. But now that are charging 200 dollars for 2 unreturned equipments that we never got so we were never able to return. I would like those fees waived and I would like thier system updated in a proper manor so customers never have to deal with this again.
CenturyLink appreciates Ms. *** writing regarding service at ***. I regret to inform Ms. that CenturyLink is unable to provide any information regarding the account at this address, as *** is not an authorized party on the account. The account holder would need to call CenturyLink and add Ms. as an authorized party before any information can be provided. I regret any inconvenience this may cause.
I ordered service from them a few weeks ago with an agreed price at $65 price for life for gigabit internet. I got the service installed and on my first bill I didn't see the price for life promotion. I called in and got to retention where Jose said they fixed my internet to be priced for life. I got my bill a few days ago and there is not mention of price for life and its just a promotional credit and can end at any time. I called back in today to get it fixed and was sent from billing to technical support to a retention group that said I wasn't from the right part of centurylink (i was part of qwest) , then to billing again, then send to a random queue that I had to start all over. I gave up and decided to submit a Revdex.com claim to get it resolved. I have been lied to on two different occasions about my pricing.
Response to the Revdex.com: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 reply, the customer engaged another case manger in the executive office and received the information requested in the same complaint filed with the executive office.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,Steve
I lived in my apartment from August 1, 2017 until July 31st, 2018. I am being harassed by a collections agency for nonpayment to CenturyLink. I paid them every month I lived there. I have been on the computer/phone with them for almost 2 hours trying to get any useful information from them. I finally did and was informed my account was kept running until October 2018 when they finally shut it down. My 12 month plan went from August 2017- July 2018. I want to know why was my account not closed down when it should have been. I should not be in collections due to either their incompetence or their sleazy business ways (all I can come up with is the installer signed me up for 24 months to benefit himself).
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. It is the responsibility for the customer upon moving or canceling their service that they contact CenturyLink and request such action on their account. Accounts don’t automatically discontinue when a promotion ends, they simply return to the regular rate.The account had a balance due of $358.50 carried forward from the final statement. When the customer got the collections for august, he called in and disconnected the service as he thought this would happen when he moved. At this time the account did get disconnected and the agent backdated the disconnection date to reflect the date of August 22nd, 2018 which negated all charges from the date forward.This resulted in an adjusted final bill of $131.98. The July bill of $56.01 was not paid so I have adjusted the difference of the revised final bill, this adjustment being $75.97 which leaves an adjusted total balance due to $56.01. Once this has been paid the collections activity will cease.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,Steve
I moved and had to cancel service with CenturyLink due to them not providing service to my address. So I immediately sent the modem back. I paid the bill I owed after sending modem back. Then I got an email saying I owed a full month. I hadnt used their internet for over a month, so I contacted CenturyLink. They told me that my billing period ended Nov 16th, 2019 and I requested service cancellation on Nov 18th, 2019. They proceeded to tell me that due to their new policy that I have to pay the full month and that they notified me as well as everyone else about this new policy. CenturyLink refused to give me any discounts on the final bill. I have been a loyal customer to them for 4 years plus and always paid on time. Also those two days after the billing cycle closed I was moving so I didnt even use their internet at all, and I was never notified about this new policy of theirs. I dont feel I should have to pay a full month. The 2 days, even though I didnt use it, ok fine but no more then the 2 days.
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 billing of the month in advance is as the agent told the customer; sold in and paid for in 30 whole cycle blocks of use, used or not. Because this is a new policy that the customer wasn’t aware of that was notified on the bill prior to October 12, 2019 I have gone ahead and adjusted the $53.70
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: I was not properly notified, they did not verbally tell me or send a special email. Attaching something to someones bill is not a notification especially when the email just states the amount due and due date. I have been a customer for 6 years and have always loved century link, until now that is. I would have kept them and when I asked for a transfer of service I was told service is not provided at my address so that is why I cancelled it, so I dont see how a company can charge a person for non existent service.
Sincerely
I had internet service at my previous address ( ***) and I moved during October of 2019. At that time I had canceled my service online and was showed through the website that I had no outstanding balance. Recently I was called by century link regarding a past due balance of $210 dollars and change. The representative from Century link was extremely difficult to understand and spoke rough English. When I asked what the charges were for I was repeatedly told the amount of charges. While it was hard to understand what the gentleman was saying I informed him that I had stopped my services as I had moved to a place that did not offer CenturyLink as an internet provider. I was then told several times again that I had a past due balance. Seeing that I was not understanding the gentleman and that he was taking me into consideration I hung up the phone call. I then proceeded to file a complaint through Revdex.com where I was asked to call the company again and ask for a supervisor. So I did so and went through the automated prompts for ten minutes before being able to reach a real human. I asked to speak to a supervisor and gave my information to verify the account happily and then asked to speak to a supervisor again at which point they hung up the phone.
CenturyLink appreciates the opportunity to review *** account, ***. Our records indicate *** spoke with a representative on October 16, 2019. An order was issued to disconnect his account on October 16, 2019, which was his bill date. Due to the change in the proration policy, *** was charged for another month of Internet service, since he did not disconnect the account prior the bill date.
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.
Upon review of the October 16, 2019 bill, ***’s account had a past due balance for $55.70 for charges on the September 16, 2019 bill for the September 16 to October 15, 2019 billing period. The October bill also includes charges for a new month of service and a Late Payment charge. Under the new proration policy, the new charges are valid. However, in an effort to satisfy, an adjustment for the new charges for the October billing period has been applied. A credit for $55.70 was issued on January 14, 2020.
Our records do not reflect *** returned his leased equipment. Thus, he was correctly billed for the purchase of the equipment on December 2, 2019, as customers have thirty days to return the equipment. With the previously mentioned credit, the new balance due on the account is $172.69.
If *** returns his modem by February 14, 2020, I will manually adjust the previously billed equipment charges. A return label packet can be requested at www.centurylink.com/returns. Once I can verify the equipment has been received, I will issue the adjustment. *** is encouraged to keep a copy of the tracking number for his records.
CenturyLink regrets any inconvenience *** has experienced.
Margaret
CenturyLink Customer Advocacy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I contacted centurylink in November about my account which the bill had went up. I was advised they were going to give me a few discounts to get my bill back down to the price I was originally paying. My payment for Novemeber which came out in Dec was supposed to have been changed to $39. It changed and when it was time for the auto pay to come out had changed again without me knowing it and they drafted $89 from my account. All the discounts had been reversed. I recieved my bill for Dec and it states that it is past due, which there is no way because I'm on auto pay and that my bill will now be 105 a month. I have called numerous times and have been on hold each time waiting for a supervisor for over an hour only for them to pick the phone up and hang it back up on me. I was also told that I had cancelled my internet services this morning by a representative before I had even spoke about the bill, which was also incorrect information.
CenturyLink appreciates Ms. giving us the opportunity to review our handling of her account, ***. I would like to apologize for the less than exemplary service that Ms. recently received from CenturyLink representatives. Her comments are appreciated and, to improve customer service, will be investigated. Our representatives need to know the negative impact we have on customers when we fail to do our jobs well.
Our records indicate Ms. spoke with a representative on November 29, 2019. An order was issued for a speed upgrade and to add a new promotional discount. Our records indicate Ms. was quoted $65 per month before her Lifeline discounts and taxes. The representative also applied a credit to the account, which would bring the amount due on her November 16, 2019 bill to $39.38 for this month.
When the order completed to add the new discounts, our system reversed the credit that the representative had applied. Thus, the December bill reflected a balance forward and an $89.16 payment was taken. On December 23, 2019, a credit for $34.33 was applied to the account. Since Ms. was originally promised a $49.78 credit, an additional credit for $15.45 was applied on January 20, 2020. The credit should be reflected on February 16, 2020 bill.
Ms. is a valued customer and I apologize she was not treated in this manner. CenturyLink regrets any inconvenience she has experienced.
garbage internet and garbage customer service I would drop them in a heartbeat if there were other options in my area.They no they are the only real option here and have the customers by the balls so they treat us like crap.
I called the Customer Service number to disconnect my service as I was moving and would no longer need services. I had to tell the representative over 10 times that I was not interested in extending my service. The phone call took a total of 32 minutes to finally convince him I did not want service anymore. It was ridiculous, he offered me a discount, a VISA card in various amounts, and continued to place me on hold multiple times confirming my service and then scheduling the end of service date. I felt harassed for ending my service with the company. This is not good customer service in any way. No, means no, I shouldn't of had to tell the rep so many times I wasn't interested.