Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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They lack in setting up service. I had an appointment today and the tech came out did something outside yet did not contact me to check service..there is wiring issues inside and I was told he would call and then come up to check wiring..I have been waiting two weeks for the tech...when I called to question this...they gave me another week before they could send someone. I'm a student and first responder and need my service. I was with them for 2 years prior to moving. I get the same song and dance every day I call...I can not even go online and long in with the account numbers they have given me. This is ridiculously frustrating. I imputed the account # and it told me my account was inactive.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Ms..At CenturyLink, we strive to provide
outstanding customer service, and feedback is appreciated and utilized to
enhance our training.Upon review: The order to install service at the new location could not be completed and
service was not provided The transfer order did complete leaving a minor balance
due which the customer wants adjusted to zero as they were not able to use the
service.As
such, I have adjusted the $8.73 final bill to zero.CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,Steve ***Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
Complaint: ***
I am rejecting this response because:
Sincerely
I specifically chose to build my new cabin in Como, CO 80432 because Centurylink high speed internet was available which I need in order to work. The builder and I 1st contacted Centurylink on May 6, 2020 and and placed order. I cancelled the order due to construction delays on 6/10 and was told to wait until the build was closer to completion. I placed a new order on in July 14th with an installation date of 7/28 but never had any communication or email about it. I called 8/24/2020 to get the status and they said they would escalate to the supervisor. I didn't hear anything back. I called on 8/30/2020 and spoke to ***. She found the order but there was no information on the order and was going to email the SRO and promised to contact me that Wednesday or Thursday. I never heard back. On 9/8/2020 I called again to get status and they told me the work was already done, that they would call me and no need for me to call them back. I checked with the builder and he said no one had come out to install internet. The builder called *** who is the local Centurylink technician and he said for me to cancel the order then create a new order and that he was going to enter in a new order also. I called today, 9/15 and spoke with *** to cancel the order then create a new order. He told me today, two weeks before I am moving to the new cabin that I would have to pay trenching costs and an engineer would contact me. This is the first I've heard that a trench even had to be dug to bring in internet, two weeks before I am supposed to move to the cabin! I checked with other people in the area who have Centurylink and no one has had to pay. *** could not even give me an idea of cost or time frame. I can't move because I can't work without internet. The engineer has not called me. I was a Centurylink customer for 15+ years combined between my previous moves. The builder and I repeatedly called ***, who I believe is the SRO for the area. Why didn't he or *** tell us they don't just bring in internet from the pole. Why didn't they act sooner? When I placed the order on 7/14/2020, their concern was getting deposit money and making the sale. I never received any communication from anyone after that.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Ms..At CenturyLink, we strive to provide
outstanding customer service, and feedback is appreciated and utilized to
enhance our training.Upon review: The remote terminal that the customer had initially put a held order for
internet service on is at capacity and cannot provide additional customers with
service unless someone cancels or there is additional capacity provided in the
area.Consideration
for upgrades in any given area are based on a number of proprietary considerations.
I have looked at the internal database for information regarding possible
updates to this terminal and there aren’t any plans to upgrade this circuit in
the near future. This
does not mean it isn’t going to happen and the best option for the complainant
is to have an order placed that will be held and granted access on the basis of
the order date and the orders place in line for service off this terminal.CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,***Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
I contracted with CenturyLink over 6 weeks ago and still have no internet services. They came out, hooked me up and sent me a modem. Over the last 6 weeks, I have had no internet service, because a single port is out in my neighborhood. It is a dedicated port for my address. They can not seems to get anyone out here to repair this service or have any time, that this issue can be repaired. They have sent 6 technician to my area and they have all reported back that their engineering department has got to get involved. Their technicians have told them this and they do not seem to care. They are the only providers in this area and have complete monopoly on the internet services.
CenturyLink has completed a review of the complaint filed by Mr.. Per the complaint received, Mr. contracted with CenturyLink over 6 weeks ago and he still has no internet service.An order for new CenturyLink service was submitted on 7/17/20 and placed on hold due to no available internet ports. There was a pending disconnect of service for a different customer which was not due to disconnect until 8/13/20. Once canceled, programming would be able to use these ports to provide service to the customer. On 9/12/20, the field encountered an outage and needed to switch ports which further delayed the install. A status update has been requested of the field to advise if the install has been completed. Centurylink will continue to monitor this matter and update Mr. accordingly as well as apply applicable credit once the matter is resolved. CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,Tonya ***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I received an email stating I had purchase a service through Century Link for phone and high speed internet in the state of Arizona and I do not live in that area. I live in West Virginia. I called Century Link to cancel service and report fraud. I spoke to a Monica ID on September 14th, 2020. She stated since my social security number was different on the account, I was unable to cancel the service. I had the account number, name, email address, phone number and home address that was on the account when I received the email. She continue to state she was unable to cancel the account because my social security did not match the account. She gave me a fax number to send the information too. She could not provide me a name or anything to help me. She continue to ask me if I knew someone in Arizona, did not request the service or had visit the area. I continue to tell her I do not know anyone in that area, I did not request the service, and I have not travel out of my state. I live in West Virginia and do not need services in that area. She continue to give me a fax number and no other information to go with that fax number. I asked for her supervisor if she was unable to cancel. I spoke to her supervisor and stated he can not cancel the service due to the social security number did not match. I stated all I wanted to do was cancel the service because I did not request the service and the social security would not match because I did not request the service over and over. He offered me a fax number and stated that is all they could do and wait for someone to call.
CenturyLink has completed a review of the complaint filed by Ms. ***. Ms. has stated that she received an email stating she had purchased service through Century Link for phone and high-speed internet in the state of Arizona but stated she does not live in that area.Records indicate an order was issued on 9/12/20 for new CenturyLink service for an address in Tucson, Az. for ***. The social security on the account does not match the complainant's social security number. It appears the original selling agent typed *** in both the account name and email address instead of Yolanda therefore fraud is not suspected. Please be advised that this matter has been addressed and is now resolved.At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,Tonya ***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
they said when we upgraded we would 40 megs,but we are only getting 20 megs. We had a tech come the house and check everything but he said the max he could give 20 megs. My sisiterlaw and wife work from home. So if the speed goes down shut down compt and Tv bacause works on wifi. So they should stand by what they say abouts megs cannot hook up are ring either.
Thank You
A M
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mr. M. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I verified a technician was dispatched and
confirmed the customer was getting the fastest speed available at his location.
CenturyLink has no plans soon for a network upgrade at the customer’s location.
CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,JJ
G*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
I have cancelled my service 2x since July and mailed back my router (verified received) and CenturyLink continues to charge me. They charged me in August and customer service refunded the payment AND assured me my account was cancelled. I received an email I am going to be charged for September over the weekend. I cannot keep cancelling each month. And I know they will send me to collections because this EXACT same scenario happened 4 years ago to me (under Courtney Wernsing). I need them to cancel my account and stop charging me.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Ms.. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I verified the customer’s account was canceled
on August 21, 2020. The customer was given a credit refund for the August
services billed in error. The customer was advised the account was disconnected
on the date the credit was issued.
CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,JJ
*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
We contacted centurylink on 05/12/20 to cancel there services, which include *** and internet, recieved a bill on June 11th for May and June.They had not canceled the service. Contacted and spoke with Alex, again on June 11 2020, he said they would cancel and send the final bill for the amount of $139.95. Got a bill for 128.99. Called on June 12 2020, spoke with Nick and paid the final Bill for 139.95 plus the credit card fee of $3.50 just to be done with this company, by this time my wife is having anxiety, feel as though we are being harassed at this point.. Then we receive another bill for the amount of $48.73. My wife cannot deal with these people any more, spent countless hours on the phone , hung up on, etc. I call the company as they have threatened to take us to collections, I spoke with the rep, I have the confirmation number for the final bill, she says it s a *** bill, then why are you sending me the bill? She hung up on me. Called back again, got put on hold for 1.5 hours, the disconnected. We have an account with *** n nothing to do with CenturyLink. Had the rep from direct TV on the line with the rep from CenturyLink at the same time, to inform CenturyLink of this and they disconnected. Feel like I am being harresed my wife cannot cope with this any more, she literally starts to shake when CenturyLink is brought up.We have paid the final bill.
Response to the Revdex.com:CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mr..At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.Upon review:The remaining balance that is owed on this account Are for *** charges. CenturyLink has already paid these charges invoiced by *** to CenturyLink prior to the final bill being issued and would have shown as a credit on the *** side of the billing from ***.Theses are all valid charges and are owed to CenturyLink who has already paid theses to *** for the customers *** services. CenturyLink does not have the access nor does *** to adjust either companies charges and CenturyLink only provides the combined billing services as a convenience to the customer.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,Steve ***Executive Office Case ManagerCustomer Advocacy GroupCenturyLink
Complaint: ***
I am rejecting this response because: as per my recent conversation with CenturyLink, When they were asked not once but twice on (June 11 2020 spoke with Alex) if this was the final bill $139.95 they stated yes, It was paid in full at that time. I understand the "bundle" concept, CenturyLink is billing for the all the services. We cancelled all services with CenturyLink on 5/12/2020 services, which they failed to due. (have record of that conversation also) but from my perspective, you can bundle all you want, radio, TV garbage disposal, but when you are the company doing the billing for the "bundled services" and you tell the customer this is the "Final Bill" well..... its the final bill! CenturyLink needs to own their mistakes, my other concern is another surprise bill showing up for god knows what?
Sincerely
CenturyLink appreciates the opportunity to review the issues or concerns regarding the rejection that has been submitted by Mr..Upon review:The understanding at the time of the last payment made when canceling services is that when the payment was made that this was the final payment. The reality is when the disconnection goes through that you will get a final bill, not that the payment on the bill at the time of the disconnection is the final charges billed. Even in some instances such as long-distance charges that come in after the final bill is generated, a revised final bill can happen. That is just an example and not applicable in this case.So as stated in the previous reply:“The remaining balance that is owed on this account Are for *** charges. CenturyLink has already paid these charges invoiced by *** to CenturyLink prior to the final bill being issued and would have shown as a credit on the *** side of the billing from ***.These are all valid charges and are owed to CenturyLink who has already paid theses to *** for the customers *** services. CenturyLink does not have the access nor does *** to adjust either companies charges and CenturyLink only provides the combined billing services as a convenience to the customer.”CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,Steve ***Executive Office Case ManagerCustomer Advocacy GroupCenturyLink
Complaint: ***
I am rejecting this response because:
Sincerely
I pay CenturyLink for 60 mbps internet speed. For months on end, I have used CenturyLink's own internet speed check website to ensure that I am getting what I pay for. At least four times that I remember, the speed was a consistent 36 - 40 mbps when I checked it. I called CenturyLink and spent hours waiting for someone to answer my calls. Once someone finally responded, they magically restored my internet speed back to 60 mbps. Within days, the speed dropped back to 36 - 40 mbps. This looks suspiciously like a computer-driven fraud scheme. I have talked to many neighbors that have the same problems. I am not only fed up with the internet fraud, I am totally disgusted with the incredibly bad customer service. Simply put, they don't answer phone calls, if they do, expect to hold for 30+ minutes before you can speak with anyone!
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Mr..At CenturyLink, we strive to provide
outstanding customer service, and feedback is appreciated and utilized to
enhance our training.Upon review: The customer has 11 devices at any given time connected to this service. Only
four are hooked up directly to the modem. These devices show consistent download
and upload speeds at or above the purchased rate.There
isn’t any guarantee of the 7 devices hooked up via the wireless connection and
this is the reason that the customer will see varying degrees of speed on those
devices. The modem is always going to allocate to the device that is directly
plugged into the 4 ports on the back of the modem and then allocates to the wireless
devices accordingly. The wireless devices also will only get the speed and bandwidth
based on the distance or physical obstacles in the home that may interfere with
the signal.A
review of the statistics on this account show that the customers service are
working at or above the purchased rate.CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,Steve ***Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
Complaint: ***
I am rejecting this response because: Their response is not correct. At the most, I only have 4 devices that can download data, not eleven. There are only two people in my household and there is not a situation where more than two devices are accessing the WiFi. About a month ago Century Link sent a technician to my house. I spoke to him at length. He dug up the line from the street. He told me that I have problems in my line. He also said that the line running in front of my house needs to be dug up and replaced but he said "that is above my paygrade." I use Century Link's own download speed check. After the technician finished working on my line, I checked the speed. It was at 60. Five days later, like always, it dropped to 36-40.
Sincerely
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the rejection
that has been submitted by Mr..Upon review: CenturyLink has once again reviewed the statics on this Kline and it indicates
the very same thing as it did the time the last reply was submitted.The
customer does have the option of upgrading the speed to Up to 100M Downstream / 10M Upstream if he would like more speed
on his wireless devices. There is no additional charge for this upgrade if the
modem is compatible. If there is a charge for the modem I will exchange it for
the one the customer currently is using and credit the difference.Other than that, CenturyLink stands by it’s original reply.CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,Steve ***Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
Complaint: ***
I am rejecting this response because: As I mentioned before. Century Link sent a technician to my home. He dug up my line and admitted that there is "a fault somewhere" on the line that runs down the street in front of my house. He said that he would report it but he could not repair it "because that was above my paygrade." Once again, I use Centrury Link's own download speed check web site. With every device capable of downloading data turned off, the download speed is 36mbps. I simply want what I pay for, even if it means that Century Link has to dig up their line and repair it!
Sincerely
Have used bill pay thru my bank for years with Century Link, then they stopped crediting my CL account but kept the bill pay money. Ended up having to pay them again in a different way (so double paying them for service) in order to keep internet from being shut-off. Have tried several times to contact them, as has my bank but I get put on hold, hung up on and in general given the run around.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Ms. H.At CenturyLink, we strive to provide
outstanding customer service, and feedback is appreciated and utilized to
enhance our training.Upon review: Bank bill pay is input by the customer and the bank sends this information to
CenturyLink who applies this to the customers account. The only way this can error
is if the information applied in the payment is incorrect when received from
the bank via the customers input.The misapplied
payment that resulted has been applied to the customers account and the late
fee has already been adjusted.CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,S*** SExecutive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
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,
M*** H
I called this company to resolve a billing issue because the account was closed. Employees verified upon closing the account that there were no charges due. Then a few months later, a bill of $130 comes. Called century link they say another company handles their billing. This other company claims all they can do is put a note on the account. Stop playing with people credit scores
Century Link reported to the FCC months ago that they upgraded the internet service to my house to 10 mb but have done no such upgrade. We only have 3 mb currently available. Also by my understanding Century Link has been given money for the purpose of upgrading all their customers speeds to at least 10 mb. So I'm left to believe that Century Link is committing Fraud by reporting upgraded speeds to areas and not upgrading them.
Please be advised that CenturyLink has completed a review of the complaint filed by Mr. *** regarding internet speed issues.CenturyLink records indicate that it previously received and investigated this dispute in response to complaints filed with the Federal Communications Commission (FCC). Below is a copy of the October 7, 2020 FCC response for your convenience.October 7, 2020Federal Communications CommissionConsumer Inquiries and Complaints Division***
***Re: ***, *** - IC# ***Notice of Complaint Service Date 09/16/2020FCC CICD:CenturyLink has completed a review of the complaint filed by ***.*** states: “I recently checked the FCC website for internet speeds in my area and found that Century Link states that they provide 10 mb speed for my house but only provide a speed of 3 mb. I'm aware Century Link has received money from the government to help provide at least a speed of 10 mb for all their customers and I think it was suppose to be done by the end of 2020. Century Link reported the speed increase to 10 mb to the FCC months ago but I check their website frequently and ask them about it every time I call them and they always say the best speed they can provide for my house is 3 mb. I'm currently having to pay top dollar for 2 separate 3 mb lines and its still not enough speed for my house. I feel that Century Link is committing Fraud.”CenturyLink records indicate the 3Mbps is the fastest internet speed available at ***.According to the CenturyLink® High-Speed Internet Subscriber Agreement 2. Service Description (ii) Availability states: Service may not be available in all areas or at the rates or speeds generally marketed. The speed(s) available at your location are identified during the ordering process. Service speeds disclosed to you are “up to” a specific download speed via a wired connection under typical circumstances within the CenturyLink network and at your location. CenturyLink will provision your line at the maximum speed it qualifies for within the speed range of the Service you selected.Regarding government funding, CenturyLink currently does not have any upgrade or expansion plans in this area. However, CenturyLink Engineers continue to evaluate areas to determine the best locations for expansion of the service.Sincerely,Robert
I have centurylink for internet service but I cannot get on the internet what so ever why bother paying $70 if you can't even get on the internet I want my internet service disconnected you can't even get on the internet with the modem so i'm not paying for service that I can't use
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mr. W At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I agreed to credit the customer the final charges
billed for non-use. The customer’s account is final and in good standings with
CenturyLink.
CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,JJ
G*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
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,
N*** W
We’ve had Centurylink for years. We within the last year bought a house on the edge of town which isn’t a very large town. The service is an absolute dumpster fire. Service is spotty, horrible speeds, and horrible problem resolution. I’ve called numerous times and they say “there isn’t anything wrong in our system” or “we don’t detect any issues”. The last time was “your router is bad, we will send you a new one.” Waited and never got one. Call back “oh we did not send it” but they could not tell me why. Within that time I bought a new Centurylink router online and the problem still consists. They say well it’s probably the lines in your house, that I replaced a month after we moved in hoping it would fix the problem. This is a company who genuinely doesn’t care but as they are the only DSL provider in our rural town know they can get away with the horrible customer service.
CenturyLink has completed a review of the complaint filed by *** regarding intermittent connection and slow internet speeds. Per Mr.: The service is an absolute dumpster fire. Service is spotty, horrible speeds, and horrible problem resolution. I’ve called numerous times and they say “there isn’t anything wrong in our system” or “we don’t detect any issues”. The last time was “your router is bad, we will send you a new one.” Waited and never got one. Call back “oh we did not send it” but they could not tell me why. Within that time I bought a new Centurylink router online and the problem still consists. They say well it’s probably the lines in your house, that I replaced a month after we moved in hoping it would fix the problem. This is a company that genuinely doesn’t care but as they are the only DSL provider in our rural town know they can get away with the horrible customer service.Mr. concerns were forwarded to CenturyLink repair escalation to investigate and resolve. A technician dispatch was scheduled for 9/21/20 and completed as a common cause issue (node was down). The customer contacted repair again on 10/5/20 at which time a second technician dispatch was scheduled. The ticket was completed with work done at the pedestal. As of 10/8/20 records indicate the DSL line is training very stable and the customer is receiving 99% of the provisioned speed of 40M. The line analysis is showing authenticated at 100% with no new issues reported.Regarding the DSL modem, our records indicate the customer spoke with repair on 5/25/20 and requested to lease a modem however the equipment was not shipped. Please be advised that coaching has been submitted on behalf of the agent and the billing corrected accordingly.Mr. is advised to contact CenturyLink Tech Support/Repair Department at *** if he should experience any future technical or service issues.At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,Tonya ***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Century Link is the worst phone and internet service. I’ve been waiting for four weeks to get my internet fixed. I pastor a church and we have not had internet for the compete time. They keep putting me off. They do not come when they say. Everyone else has internet around me but I don’t. I’m looking for another provider in our area. Service is terrible and repair techs are worse. I feel I am being discriminated against.
CenturyLink has completed a review of the complaint filed by Mr.. Per Mr., he has been waiting for four weeks to have his internet repaired. He stated everyone around him has service and he feels he is being discriminated against and is now looking for another provider.In a review of account 430790062 associated with this complaint, there is no history of repair calls received or repair tickets submitted. I have reached out to the customer asking of how CenturyLink could be of assistance but at this time, no response has been received. CenturyLink repair has stated the customer's modem is online and training well with several registered and connected devices. For future reference, if Mr. should you experience any repair or technical issues, he is advised to contact CenturyLink Repair/Technical Support team at 1-800-788-3600 for assistance. They should be able to troubleshoot his issue or they can determine if a technician needs to be dispatched to assist him. CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,Tonya ***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I notified CenturyLink on July 15th, 2020 that I wanted to suspend my service on August 17th, 2020 because I was relocating out of the country and that was the last day of the billing cycle. I spoke to a representative on July 29th to confirm that my service would end since I had not received an email confirmation. I believe the person I was talking to made a mistake and suspended my service instantly because, while I was on the call with him, I received an email with a label to return the modem. I asked him if he shut off my service and he said no but then he put me on hold for over an hour and when he came back he told me my service was restored which clearly indicates he shut off my service by mistake. Since August 18th, I receive a payment failure notification from CenturyLink about every three days for the billing cycle beginning on August 18th, even though I have asked since July 15th to have my service suspended on August 17th. I have called CenturyLink about this over ten times and each time, there is no resolution and I am typically on hold for over an hour. They are extremely rude and at one point they told me that if I don't pay, the bill could go to collections and that I will also be charged $150 for not returning the modem even though I returned it on August 18th and have the tracking number for it which CenturyLink included on the label they sent me. CenturyLink has this tracking info and on each call they confirm that the modem was received and yet continue to tell me that not paying (for a service I am not using) and not returning the modem (for a modem I have returned and they have confirmation of receiving) could result in collections. It makes absolutely no sense. I have asked repeatedly for them to send me an email confirmation telling me that my service has ended and that they received the modem but they refuse to do so and every single time they tell me, I need to email my supervisor who will then email the office in America and you must wait 24 hours for the email confirmation. I have been told this over ten times and the email never comes and I continue to be billed for not paying for the service I have asked to have ended since mid-July. It is beyond frustrating. I have asked repeatedly to talk to someone on the phone who can resolve it and the representatives then become extremely rude and disconnect the call or put me on hold indefinitely, clearly a tactic to get me to hang up. At one point I waited for over five hours on hold. I have never filed a complaint before but I have truly never experienced a more incompetent and underhanded business. I have read hundreds of reports online about similar situations and something needs to be done. They should not be allowed to treat their customers like this and need to have someone in authority who can actually manage problems in real time. They also need to stop being so rude to their customers who call with legitimate problems that they refuse to resolve but instead say things like, do you want to talk to me about this for the next hour or do you want me to hang up on you because there is nothing I can do. It's unbelievable.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Ms. E.At CenturyLink, we strive to provide
outstanding customer service, and feedback is appreciated and utilized to
enhance our training.Upon review: This is a prepaid account. Prepaid accounts cannot be suspended due to the
nature of the account being paid one month in advance each month. The agent,
though he may have thought he was suspending the account turned it off so it
would not bill for another month.That
said, the account would have remined live until the end of the billing cycle
and then stopped working, the customer upon return simply goes in to the
deactivated account and select the service they want and reactivate the
account. I have adjusted the last charge back to the card that was billed in July
and the modem lease fee. I have verified the return of the modem to which the
customer was only charged the monthly lease fee and not the price or charge for
an unreturned modem.The
amount of the adjustment is $55.79 and will be refunded to the card that charge
was applied to, MasterCard ending in *8860CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
In approximately of April this year, I contacted Centurylink to adjust my service with level and arrange a new payment amount per month. As of April, my bill was $108.98 per month. The newly negotiated service level changed to $71.64 and was bill for the month of May correctly. In May, I received a post card from Centurylink stating that, after a review of my account, I had been underbilled for several months and that I WOULD NOT BE CHARGED FOR THE AMOUNT UNDERBILLED. For June of 2020, I was then charged $741.45 that was auto-deducted from my account. I was forced to contact Centurylink once again as my billing has issues regularly. The agent, at first, stated that the bill was correct and they were standing by it. After informing the agent that I physically held the post card from Centurylink stating I would not be charged for and previous underbilling, they relented. The funds were not refunded due to the inability of their system to perform the transaction but we agreed to have the balance left as a credit on the account. This credit balance amounted to something in the $500 dollar range. This would mean that at the billing rate of $70 a month, there should be no charges to me personally for several months. In August, I was charged -454.41 which was the removal of the credits that should have been on the account. The new bill also appears to 125.59 which is now the charge showing for the August and September bill.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mr. W. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I verified the customer’s billing concerns
are related to a business account. The business escalations group resolved the
customer’s billing concerns on September 23, 2020. The customer was given credits
for the difference owed inconsideration to the billing error.
CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced. Sincerely,JJ
G*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
I originally established a "prepaid" simple account with CenturyLink for DSL internet service. The amount pre-paid was $49 on Aug 19 2020, with stated service activation Aug 25 2020. On August 28th my service was still not activated. I spent up to 6 hours on the phone with four different departments over three days to determine that CenturyLink had automatically canceled my account.
A sales representative assured me I'd be refunded the $49 and helped me sign up for a new, traditional "post-paid" account. This account activation required a $50 deposit refundable after 12 months or when the service is canceled.
The next day I decided to cancel my service with CenturyLink altogether due to poor customer service. I contacted the cancellation department and was told I would be fully refunded the $49 prepaid amount and the $50 deposit. Two weeks later I have not received any refund on my credit card. No functional internet service connection was ever established at my address.
I was also shipped a physical modem device that I specifically declined over the phone. These devices are "leased" by the month for an additional charge. The representative that helped me cancel my account told me a return label would be mailed to my house so I can return the modem by mail, but I still have received no such label.
Response to the Revdex.com:CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mr. F.At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.Upon review:That account is a prepaid account and no deposit is ever required for a prepaid account; one doesn’t need to have a deposit if it is paid in advance. The customer was charged the first month in advance and when called back in on September 14th, the customers account was refunded the $49.00 prepayment.As for the modem, the customer will need to go to www.CenturyLink.com/returns and print a label to ship the modem back to CenturyLink.If the customer does not have a printer the customer can simply take a picture of the return label with the phone and the UPS facility can scan the picture and print the label at the ups facility of the customers choosing,CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,Executive Office Case ManagerCustomer Advocacy GroupCenturyLink
Our internet is not working at our business, which is affecting our phones. This is the second time we have had issues with phones and last time it took over a month for them to resolve the issue. This time Century Link has blamed our modem saying it is old, but we have a new one from when they accidentally cut off our service and had us purchase one very recently. Now they are telling us that the new office we are moving too will be better so they wont fix the issue here. We are moving in over a month. They cannot hold us to our contract but refuse to fix the problem and provide a working service.
They are refusing to allow us to seek another internet provider, yet they also refuse to fix the issue.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Ms. R s***.At CenturyLink, we strive to provide
outstanding customer service, and feedback is appreciated and utilized to
enhance our training.Upon review: Prior to this reply, the customers service issue was repaired on September 17th and is working at or above the purchased rate.CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
We signed the service contract to upgrade our internet bandwidth in May 2019. Our final location finally received the upgrades in April 2020. Yes, it took almost one year for us to receive the upgrades for our 8 locations. And it's not over yet, as of September 2020, we are still being charged for two of the old services that are supposed to be disconnected by our account managers (yes multiple account managers because they either left the company or moved to other position) after the upgrade. One is supposed to be disconnected in December 2019 and the other is April 2020. Between May and September I have been contacting our account manager, service coordinators, disconnect team members, to get this issue resolved but none of them can help. They just kept saying it's the other team's responsibility to disconnect the services. I was even told that we can only get the refund for 3 months of services. At this point, I have suggested my company to look into taking the legal actions to get this all sort out.
Please be advised that the CenturyLink Business team has been in direct contact with the customer and is still reviewing this complaint. The findings will be provided once the investigation is complete.Thank you,Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
On 8/21 I ordered internet and modem (order # ***) for $214.00. The order confirmation stated "We'll activate your service on Thursday, September 3, 2020. Your CenturyLink modem will be delivered on or before this date and the package will include instructions on how to connect it. You can plug in your modem after 5 PM on the activation date."
On 9/3 at 5:15 I plugged the modem in and did not get access to internet. I called the customer service number and was transferred to multiple departments and was eventually disconnected around 6.
I tried again on 9/4 and was still unsuccessful to get an internet connection. I went through the live chat option online and again was transferred to different departments. Eventually I was able to schedule a technician for 9/11 from 8 - 5.
On 9/11 (today) I took the entire day off work because of the long window when the technician would arrive. At 1 I got worried that the technician would not arrive so I logged onto the website and clicked Find My Technician which came back with no appointments found.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Mr. M.At CenturyLink, we strive to provide
outstanding customer service, and feedback is appreciated and utilized to
enhance our training.Upon review:The customer opted for a self-install that
didn’t succeed. The customer called in and requested assistance in getting the
service up and running.The customer statement is correct and on September 17th there
was a technician dispatched that was able to get the customers service working.The customers service, though delayed, is currently working
as purchased. This was due to a faulty wire that a technician dispatched on
September 17th was able to repair.CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink