Lumen Technologies

I have called multiple times within the last 7 months to request service at my address CenturyLink proceeds to tel me my address is serviceable but there are not enough ports because their equipment is not updated in my area and I have asked several times when they think it will be updated and I keep getting the same answer of “we don’t know”. I have tried to contact them on multiple occasions to see if they are any closer to updating their equipment and every time they have failed to do so.

I would give them less than a star if I could. Myself and my roommate have been trying to get our internet to work for months now and each time they come out, they either don’t fix it or make the situation worse (one technician cut live phone lines to our landlord’s house). Every time we make a call to attempt to get our internet repaired, they give us a hassle about it and say that there aren’t any reported problems coming from our line or area. They also give ridiculous time slots for when the technicians do come. Such as “someone will be there between today (Tuesday) and Friday, before five.” They completely disregard that people often times have jobs that they can’t take off of and refuse to give a solid time slot.

I use Century Link because in my rural area I don’t have many options. If I did I would have dropped this company a long time ago. I’ve lost track of the hours wasted on the phone and online trying to get problems resolved. Some of their representatives and technicians seem to try; others are worthless. The bottom line is that problems are never permanently resolved. And it’s not that I have overly high expectations: I just want usable internet and phone service that is clear enough to hear and be heard.

This time, and this is just one of many, I’ve been with out dependable internet for 5 days and, with one brief interruption, no phone service for 6 days. Repairmen either don’t show up or if they do they don’t repair anything. I called for another repair ticket today and was on the phone for almost an hour; my call was dropped four times before I was connected to the right person. Another repair was scheduled and for the third time this week I will have to wait around for the repairman to show up tomorrow.

We lost our land line and internet service on 4-16-19. I called the 800 number and was told that a technician would come between 1 to 5 pm. No one came. I called again and was told told the technician would be here after 6 pm. We were then informed that the technician would arrive at 6:49 pm. At about 6:15 p to do. He insisted the problem was inside our house and that we needed to get that fixed. He either closed or rescheduled the repair. When I called the 800 number, I was told that a new repair ticket needed to be opened and that the technician had documented that he had come to our house to do the repair but our driveway gate was closed and he could not get in and no one was home. We do not have a gate and I was home all day waiting for the technician. Another technician came the next afternoon. He said the cable had been cut by a road crew about 300 feet from our house. He said he would immediately put a referral for the cable repair (apparently contracted out to another company). He advised me to keep calling the 800 number to make sure Century Link follows up. I called the next day and was told a referral had been made but the person could not give me any further information. I called the 800 number the next day. That person told me a crew was being sent out to fix the cable. No one came. The following day, I called again, the person said that there was no referral made and a new one would be issued. The person said nothing could be done (Friday) until the coming Monday and it could be days or weeks for the repair to be made. I called the 800 number on Monday. That person said the repair would be made on Tuesday morning. No one came. I used the Century Link app to chat with an agent after seeing that the “Where’s my technician” site said no information was available on our repair ticket. The agent said there were other priorities so the repair could not be made today. I asked when I can expect the repair. The agent wrote “Is there anything else I can help you with?” I again asked when I could expect the problem to be repaired. The agent did not respond and ended the call (I have a transcript of this online communication). I still don’t know when our problem will be fixed.

I cancelled my Century link acct after they offered me a higher internet speed for about the same price if I get rid of my landline (which I did but they could not give me higher speed or return me to my cheaper package)so I told them this would be my last month and was given the date I was paid up til I was paying for my service automatically online (for the month before) I ordered & had my internet installed by my local cable company a few days before Century link was supposed to shut off my service and never checked if they shut off on time after all I went from 8 mb speed from century link too 100 mb from the cable company for less money & I never knew they were trying to charge me $44.77 until about 2 weeks ago when I got a letter from a collection agency (***. ***) I do not owe them anything & am on disability with no money to pay for something I do not owe!!

I have been a customer with CenturyLink for a couple years and decided to cancel my service for TV but keep the Internet. This was back in February. Since then I have received incorrect billing and numerous other issues. They have charged me $300.00 for failure to return equipment but they have failed to ship the boxes since February. No one from the company that I have spoken to can tell me what my bill should be with taxes monthly. All reps that I spoke to with CenturyLink were very rude and at times unprofessional. Very poor customer service and I have invested over 7 hours on the phone with CenturyLink since February. I hope that no one else has to experience the issues that I have had with CenturyLink.

We set up internet services for our home in January of this year. We were set up on automatic monthly payment withdrawal through our bank. We woke this morning to no internet. We’ve contacted CenturyLink and they have no record of our account. Nothing. We’ve tried everything and they report no record of anything not even our payments. I have copies of receipts and installation and they have nothing. We want to know where our service is, to whom we have been paying monthly bills to and they are unable to answer. They’ve hung up on me transferred calls to no avail. They say we are welcome to start services again with all associated fees and am not willing to pay more for something that we did not already have.

Century link sent an agent unasked to my house and proposed a deal when I first moved in to my house. I could try their modem side by side with my *** internet one for 30 days for FREE. If I did not like it I could send it in the supplied preaddressed box back to century link no questions asked. The modem did not work and I sent it back to them in the box they supplied within 30 days. In April of 2019 I got a collection notice for 104.82$ for unspecified back payment. I have talked to them since and they aren't actually sure what that charge is since it is not a monthly internet bill amount, nor is it the price of one of their modems. Nor have they explained why I never received a letter in the mail in the interim years before this collection notice. I have not gotten anywhere speaking to them.

I have been on the phone for 1 hour and 10 minutes thus far, trying to cancel a bundled service of Century Link internet, Direct TV and Land Line. I was transferred 6 times, only to find out that they have to cancel one at a time. I was on hold for 5 to 10 minutes each time. They can't recognize the account number found clearly on the top of my invoice. They had no problem collecting money from us each month under that account number ($340 to $410 each month). All but two associates were incompetent and without resolution. The only thing that 4 of the 6 folks excelled at was transferring me to the wrong department. Also, it was difficult to understand 4 of the 6 folks (due to the quality of phone service on their end).

Centurylink has a serious problem with their billing practices. I pay my bill on time and every month I am billed for a late fee. I have been with Centurylink since 2017 and not yet has the billing been correct. I actually noticed this month my payment was not even in, even though I paid via bank e transfer on Feb. 27 and was still noted as unpaid on February 10th. I received a paper bill that stated I paid while online it stated I had not. I also received a late fee even though the paper bill documented I paid on time.
I wonder how many other people get a late fee and do not have any Idea they are paying extra for no reason.
What is wrong with this company?

This is the second time that CenturyLink has had processing issues on their end and then tried to charge us for their mistake. I used their chat service and the agent said that I had to call and speak to an agent. So I called and waited 15min to speak to an agent. When they answered, they hung up. I could hear them in the background. I am tired of wasting my time having to correct CenturyLinks billing issues. We log into the website and pay the balance. Then there is a processing problem on CenturyLinks end. Yet, they don't tell us and tack on a $30.00 fee for their processing error. We checked the bank and no transaction was tried for our account.

April 15, 2019

To whom it may concern:

This debt is not valid!!!!

In 2018 I called and inquired about switching from *** to Century Link and the gentleman scheduled a time for install. We immediately realized that Century Link could not provide the internet speed needed for my wife's home business so we cancelled the service request. No service was ever connected and we maintain our service with ***. We then received a bill dated 4/7/18 in the amount of $106.63 for "Internet and Voice" services. We called to dispute and they apologized profusely for the inconvenience. We were given a reference #***. We were told that order # *** was disconnected and we would see a full refund and to ignore the next bill.

We then received a collection letter in the amount of $238.22 dated June 14, 2018. We again called to dispute and they assured us our account was fine. Another notice arrived dated July 11, 2018. On July 18, I gave permission to Century Link to discuss the account with my wife ***. She spoke with Camille who said unfortunately she would have to forward the matter to the "Escalation Team" to review our account, which would take 7-10 days. She assured *** that someone would contact her on her cell phone and confirmed the number to be . She never received a call.

Another past due collection letter dated August 7, 2018 arrived and at this point we were beyond frustrated. I called on 8/13/18 and spoke to Cody who then transferred me to Michael in billing. He confirmed that our account is $0.

Yet another collection letter arrived dated August 30. I spent over two hours on the phone working my way through the system to finally get a hold of the billing department. I spoke to Jesus and received what I was told was a "Final Refund Confirmation" # ***. We assumed the account had been resolved at this point.

But no.....

A collection letter from *** dated 12/1/18 arrives???? On December 10, I spoke with Robert ID# ***. He directed me to once again contact Financial Services at Century Link . I was told by Carmen that she would investigate the matter and call us back. No response.

Now it is 2019, nearly a year since we began this dispute. A letter from *** dated March 30, 2019 arrived. The office hours noted are 9 am - 9 pm ET M-F. I have made several attempts within these hours to contact someone and get a recording that no one is available and to go to the website. Then my wife received a letter requesting any information she may have to my account. She also is unable to reach anyone at ***.

This serves as our formal notification in writing that we still wish to dispute the validity of this debt in its entirety!!!

We never received any services from Century Link. This was confirmed by Century Link on multiple occasions. Please take the necessary steps to have this debt removed from my name immediately.

Sincerely,

***. ***

Century Link Account #

*** Reference #

MRS Acct#

4/15/19 6:50 pm – submitted copy of this letter to *** online

Revdex.com complaint attempted- Revdex.com says to contact Century Link directly at and request a supervisor. After hours so no human. Voice prompt informs me balance is $238.22 based on 7/7 bill date

I had Centurylink as my cable and internet provider for years. I cancelled my service on Jan. 16, 2019. I was advised that boxes would be mailed to me for returning all of the Centurylink equipment that I had at my home. I was told I had to return the Centurylink equipment via these boxes and that I could not return the equipment at the local Centurylink service store. I was told I had to return the equipment within 30 days. I had not received the boxes by the end of January so I called Centurylink and the representative advised that the boxes had been mailed and I would receive them by 2/13/19. The boxes never arrived as promised. So it is now past 30 days and I am concerned I will be charged for this equipment that I have no way of returning. I phoned again on 4/2/19 and spoke to Teresa at 10;05 am ID# *** and she promised new boxes would be sent and I would get them 4/9/19. The boxes never arrived, however I did receive a bill from Centurylink, for $605.22 for the equipment I never returned and that it would automatically be drafted from my account on 4/15/19!!!! I can not return equipment because Centurylink process is to send boxes for the equipment to be returned in and Centurylink never mailed me the boxes, even after multiple attempts through phone calls to get them to send us the boxes that they require equipment to be returned to. I would be more than happy to take this pile of electronics to the local Centurylink store and return it. I would love to have it out of my house, but that is not how Centurylink wants their merchandise returned. They want to mail you boxes (that never arrive) and then send you a bill for equipment that is not returned!! Unbelievable.

cancelled when contract was up. Im still being billed. They were supposed to send me a return shipment for the box I rented through my email, did not receive one.

This company is sub par and coercive you into staying a customer. My internet was working fine for two years when it suddenly started dropping. They replaced the modem and router and it continued to drop. They sent out a technician who wouldn't do anything without cutting open our walls to inspect the wiring.

They promised us $40 price lock guarantee and then charged us $65 due to a "glitch".

When I tried to cancel the customer service rep kept trying to coerce me to stay even though I very clearly told her 5 times that I wanted to cancel my service.

I contacted centurylink online as advertised they service my area. on february 25th 2019.they ran my credit and approved me. set a date and time for march 7th for installation. never came. called on multiple occasions for many hours fighting to find out whats wrong and why they cant come out to hook up services to me. I really needed internet. they sent me a router after the supposed installation date and they claimed they already hooked up everything from the outside and it should work. it did not. after calling back more times for many hours waiting on the phone they finally set a date for april 15th 2019 for installation. I kept calling and asking why it is taking so long for installation. keep in mind my credit was checked on february 25 and installation was then pushed back to april 15th. thats crazy. finally I found another company at returned the modem. I never heard from them that they received the modem and I am now charged for $171. I called back 2 more times to cancel all my services. first call I demanded to cancel and they did not do anything.

CentruyLink's cancellation policy states that they must receive their leased equipment back within 30 days of cancellation. Failure to do so will result in being charged for the equipment. Yet they have closed all retail locations so the equipment must be mailed to them. The process for this involves filling out a form online after which they state that they will maill out a pre-paid shipping label in 7 to 12 business days.
This doesn't add up. If they take the maximum of 12 business days to mail out the pre-paid shipping label, and allowing for a reasonable 3 business days for the shipping label to be delivered to the customer, and then another 3-5 business days for the equipment to be delivered back to CentruyLink this puts you at 20 business days, or 1 month (20 business days ÷ 5 business days/week ÷ 4 week/month) or 30 days.
This leaves no margin for error and assumes the pre-paid label is USPS Priority Mail.
This return policy is purposefully constructed to accumulate equipment fees for not returning equipment within the 30 days. Equipment that CentruyLink will then receive anyway. This is an unscrupulous business practice. Something the Better Business Buruea should not condone.
I'm in the process of returning equipment right now and I can forsee the difficulties I will have. Having to call and have the charge reversed because they didn't send the label quick enough or process the return promptly. Having to keep all emails/reciepts/tracking numbers to prove the equipment was returned. This is an unnecessary, and artificially created hassle.
If they want the equipment within 30 days, let the customer print the label, or go to a USPS location and print it there. Or ship the label quicker.
Again they have set up the equipment return process to deliberately make it difficult and to make it likely that equipment won't be returned within 30 days.
They need to change this whole process.

Wow, I didn’t think it was possible to be worse than ***/*** but not only is their service worse but they also overpromise and under deliver on their speeds. I have service with them at two locations at one they promised to 12 and I get 5. At the other they promised 12 and I get 7. As a computer programmer these things matter a lot. Also DSL is going to limit your upload speed so if you can get *** get that and if you can afford satellite or it’s your only other option get that before CenturyLink even if it’s two or three times more expensive it only appears that way. After seven hours in two months The phone with their customer service I’ve wasted hundreds and hundreds and hundreds of dollars in not working or developing during that time which more than makes up for the difference in more expensive satellite which actually works and has passed upload speed as well The phone with their customer service I’ve wasted hundreds and hundreds and hundreds of dollars in not working or developing during that time which more than makes up for the difference in more expensive satellite which actually works and has passed upload speed as well. It’s finny how wirelessly I can get 25Mb or more download and 8-10 upload sent 22,000 miles each way to and from the satellite but a land based cable I can’t get to work more than 75% of the month with century link. After attempting one last time to get any sort of service I spoke with Amanda a supervisor but still don’t have internet or a technician scheduled to look at it so a complaint is on the way. I’ll also message the Colorado AG (attorney general) and see what options there are for informing CO customers of this business’ lack of care or service. I highly recommend others do, I see there’s pending litigation on a state level in Minnesota.

I am a new customer to Century Link in January 2019. My first bill was correct. I have a bundled deal, so Century Link bills me for both DIRECTV and Century Link services.

The amount for the DIRECTV portion of my bill is incorrect. In calling DTV, they have the correct amount of my monthly charges at $54.90 (vs. $95) and that is what they said they sent to Century Link to put on my bill.

Century Link will not change the amount to the correct amount. I have called both companies several times this week and they keep pointing the finger at each other.

I have talked to supervisors at both who can also not resolve this issue.

My next way to resolve this will be social media.

One year ago September I was called by a representative of Century Link to renew my contract. At that time I told them that I did not wish to as I was switching companies. Today I called to cancel my service and was told I had to pay an early termination fee even though I specifically told them that I did not want to renew.