Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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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
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
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
My bill all of a sudden tripled after I've been on a locked in price AutoPay plan for multiple years. I was on the phone for 2 hours and had no resolution as to why my bill tripled. They said it was because a payment didn't go through but I have a bank statement saying otherwise. Customer Service with this company is horrible and this isn't the first problem I've had. I'm switching providers ASAP!!
I’ve been in contact with CenturyLink for almost 2 weeks about my account. They keep telling me my account is in good standing but yet they keep trying to pull money out of my account after my bill was paid. Now this is the 2nd attempt to pull money from my account which I don’t have bcuz I’m on unemployment from covid. My bank is now $60 negative bcuz of my bank charging for nsf fees for a bill that shouldn’t even of been ran again. They keep giving me the run around about fixing my acct but yet don’t do anything.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Ms. B. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I verified Ms. B’s has been given credits for the disputed fees mentioned in
this complaint.
Ms. B reviewed the payment and billing history with a CenturyLink manager on
September 22, 2020. The manager provided Ms. B a full billing explanation
and agreed to a onetime credit.
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,
J*** B
I had been trying to cancel services and kept getting transferred around after I had called. I tried doing it online as well but there was no option to cancel service. After I finally got in touch with someone to cancel service I had already been billed for services that I no longer needed. I asked for a refund and they refused to give me a refund. I just want a refund on services I will no longer be using.
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, CenturyLink has no record of the customer
calling in prior to September 10, 2020 to request a service cancelation. The
customer was advised, the service was prepaid through the end of the bill cycle.
The customer agreed to CenturyLink’s service
terms and conditions; therefore, the prepaid charges are valid and sustained. Sincerely,*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because:
we didn’t use the service at all when I cancelled. I don’t like this answer. We should at least get some of the money back.
Sincerely
CenturyLink has reviewed our previous responses to Mr.’s
issue. Mr. did not provide any new
information regarding her complaint. After careful consideration, we believe our original investigation and
responses to be valid. CenturyLink has closed
this complaint. *** CenturyLink Customer Advocacy
Group
On 5/25/2020 I ordered a new modem to replace the modem I was renting. I paid $100 which was added to my monthly bill. I paid the bill the day it came due (automatic deduction on my credit card). I have yet to receive the new modem.
I have tried to contact CenturyLink and have been on hold for hours and have talked to 3 different people who said I called the wrong department. They transferred me to another number and after waiting for over 45 minutes I was disconnected. This happened 3 different times. Overall I have spent hours on hold and have not been able to contact anyone about the modem that was never sent to me. I also want to fire CenturyLInk but can't find a way to cancel my account.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mr. C 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 was billed for the
modem. Due to a systems defect, the customer was never sent the equipment. The
customer’s credit card was refunded the modem charge on September 18, 2020. The
account is disconnected with no monies owed to 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,
C*** C
My August 15, 2020 billing statement included 100 directory assistance calls at $5.99 each (for a total of $636.62 including taxes and fees. And any additional late fees). I DID NOT make these calls. In fact, my phone battery was dead for a couple of months. I have a receipt for a new battery dated August 13, 2020. I called on August 24 to dispute these charges. A technician came to the house on August 27 and "fixed" the problem. I have had many phone calls and chats (adding to over 5 hours) in trying to get these charges reversed. One excuse after another. On August 28, I was told the adjustment would be posted to my account within 72 business hours (3 days). I chatted on September 4, 2020 (day 5). I was told again that the ticket was still being closed out and I would be notified when it is posted. I also called on the same day (September 4) and "Josh" told me the reversal had not been posted correctly. He assured me that he did it correctly and it would be posted by September 10. Well, it is September 10 and nothing has posted. I have been told numerous times now that the ticket will be closed and charges reversed. CenturyLink should not expect anyone to pay for calls they did not make. I sincerely need help in getting this resolved.
CenturyLink has completed a review of the complaint filed by Ms. disputing $600 in directory assistance calls she insists she did not make. Per the complaint received, the customer stated her phone battery has been dead for a couple of months and is requesting that these charges be adjusted accordingly.On 7/14/20, CenturyLink attempted to contact the customer regarding the directory assistance calls but was unable to reach her. On 8/12/20, a repair ticket was created, and a technician dispatch scheduled to check for crossed lines due to the excessive amount of calls placed. The repair ticket was completed on 8/13/20 indicating a bad pair. Records indicate the calls began 6/21/20 and ended 8/13/20. Another repair ticket was created on 8/24/20 after Ms. called to dispute the charges. The second repair ticket cleared as good to the *** (***) but at this time, the adjustment is still pending.Please be advised that another request for an adjustment has been submitted and I will continue to monitor this complaint and update the customer directly once the review is completed. Please note that there must be confirmed trouble on the line before credit can be issued,CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I ordered Internet service on 7/2/2020 and when the technician arrived to install my service, he indicated that a new line needed to be run to my home. This was order number: ***.
I also placed another order for another line with order number: *** on 8/7/2020, and again the technician arrived and said that I needed a new line installed at my house and recommended that I cancel the order.
For the original order, I have now paid approximately $240 and I am about to be billed again, but I do not have the service.
For the second order, I paid $120 for installation, but it was cancelled, and I have no service.
After filing a complaint with the VA utilities commission, I was contacted by D P on 7/20, ( ***@centurylink.com ), and she indicated that shew would be able to get things straightened out. I have sent D follow up emails, and I have called, but I have had no further status from her.
I am paying for a service that I don't have, and I need it. Numerous people have told me that my service will be installed, but it never happens. All I want is the service that I have paid for.
CenturyLink has completed a review of the complaint filed by Mr. M and the delay of services he has paid for but has yet to receive.An order for new service was submitted for account *** on 7/2/20 with an expected completion date of 7/8/20. The order required a drop placement and therefore was placed on hold by Engineering. In order to place the drop, the customer is required to cover some of the costs or ATC (Aid to Construction). A proposal was submitted to the customer on 9/22/20. The order has been delayed due to the payment had not been received yet. Once payment is received, the drop placement can be scheduled.Records indicate the proposal was signed and mailed on 10/5/20 and was received on 10/8/20. The order has been sent to the drop crew and has an estimated completion date of 10/22/20.CenturyLink apologizes for the length of time it took to resolve Mr. Martin's issues and the inconvenience that may have been experienced.Sincerely,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,
J*** M
Advising internet install is over a month after waiting 2 weeks already.
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, Findings: I verified the customer requested for a service
installation expedite on September 9, 2020. The earliest installation date available
was for October 13, 2020, Due to no overrides were available in the service area.
On September 10, 2020, the customer reviewed
all concerns with CenturyLink. The customer requested for the new installation
order to be canceled. The customer asked to speak with a manager regarding his concerns.
The agent offered the customer a supervisor callback, the customer declined and
ended the call. The agent callback the customer and left a message providing his
contact information.
CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced. Sincerely,*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
I have tried to contact Centurylink phone/internet service for three days. I have been hung up on Five times without a callback after they asked for a callback number. Our internet has not been working for three days. My wife has two devices that have to have internet connections in order to upload the information on her heart and breathing.
If there is any way to contact them without a computer it would be helpful. The number that you provided go to the Sam computer that all other numbers go to. I have not been able to get in contact with Centurylink in any way.
CenturyLink has completed a review of the complaint filed by Mr. ***. Mr. stated he has been without phone and internet for three days and needs to the service due to his wife's medical condition.
Our records indicate the customer contacted CenturyLink repair on 9/8/20 due to a phone and internet outage caused by a cut line. The ticket was scheduled for 9/16/20. Upon receiving the Revdex.com complaint, a request was submitted for a sooner due date based on the customer's medical concerns that required the internet to monitor her condition. The service ticket has been closed and completed with repairs to the cut line. No new issues have been reported.
Due to the customer's medical condition, a critical care form has been sent to the customer to be completed by a qualified medical professional and returned to CenturyLink via fax: *** or mail to ***. This form will flag the customer's account as critical. When the customer contacts repair, the call will be escalated as a medical emergency.
At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
We apologize for the poor customer service received and for the length of time that it took to resolve this matter. Sincerely,
Tonya ***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
Internet service-
my internet stays on for a max of five min. I have called Century link numerous times , daily- they told me to buy a kit from them to allow service- I asked why are they charging me if I cant get internet service. I use my internet for work related. They stated they would send someone up here and no-one shows up. They literally charge $85.00 for someone to show up and didn't show up. 3 more times, no show and never gave back the charge fee- I need internet service. I think they should not promise folks internet and charge them for something they can not commit too
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 customer had a repair issue with the cable on the c=CenturyLink side of the
service that was repaired on August 28th, 2020.The customer
has not been charged and additional fee as stated in the complaint. The fee
referenced is only applicable if we come to the residence home to isolate the
trouble and it is found to be beyond that which CenturyLink is responsible for
(Customers equipment, inside wiring etc.)Current
statistical reading to the network interface indicate consistent connectivity
and the speeds purchased are at or above the purchased rate. The customer can
still request to have a technician come out and try to determine what if any
issues there may be but if it is beyond the network interface on the side of
the premises then there is a fee to isolate the problem and repair. If it is
found not to be on the customers side of the network interface there isn’t any
charges applied.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:it is not true
I have documentation every time I call-
I am still waiting and have made several attempts to get someone out here.
my internet only stays on for about 2 min and constantly drops.
my work depends on internet. Steve is a liar , century link charged us to come out - never , I say never showed up.
instead they suggested I dropped the account ( it was in my husband name *** ) same address
that they would upgrade my account so I would not have same problem
we put it on my name , account is far worse!!!
they never have offered any additional assistance, nor any credit! But, they are happy to take my payment each month.
I want my internet fixed!
Sincerely
CenturyLink appreciates the opportunity to review the issues or concerns regarding the rejection that has been submitted by Ms..Upon review:It is not that the signal is not connecting to the modem or losing connection with the modem but it may be that the customer has too many devices (Up to 9) it would appear in our system.The customers modem shows that it has no issue staying connected. I have looked at the last thirty days again and there has not a single drop on the modem circuit.The customer will need to contact me directly for further assistance to see what devices and how she is using her service to determine if there is an issue with the CenturyLink side of the connection. I can be reached at Steve.***@CenturyLink.com. Please have the customer email me with a convenient time to contact her and go over the connection issues she experiencing with her devices.Again, 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:
The problem Lem is not having to many devices
a cell phone ( sometimes 2 cell ) my lap top.
it will not stay connected -
your internet should not constantly drop signal and stay off.
I spend more time trying to log on every few min that I lose my work.
I have to start all over or log on to my hot spot with my other cell
service provider. It is Century link - I have called and documented several of my calls.
As century link stated in recorded conversation- Century Link will not work correctly unless I pay Crntury Link
an extra charge for another devise to work on the Century link Eq
my number ***
feel free to call and discuss!
Sincerely
Customer of Centurylink for over 30 years. (internet over 20). My phone service has static every time there is any kind of wet weather. Static is so bad phone can not be used. Then the phone line goes dead. My last report to them was 9/8/2020. No repair availale until 9/12/2020. Did report same problem last week and again no repair available until 3 days later. Also my internet speed is the highest available at 9Mbps when working at that speed. Also, there is NO way to contact a "real" person. Even tried the chat line, but couldn't connect. Centurylink has promised for years to improve the phone service and internet speed in my area and has not done so and repairmen say they never intend to. Very frustrating every time I call have to go through the same remote voice that continually asks the same questions over and over when requesting a representative that I am never connected to. Very frustrating!
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 customer has been contacted and when response was provided the customer was
not available until 10/12.I
will be notified of the results of that dispatch and respond directly to the
customer.CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,***Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
Century Link refuses to upgrade our service based on the information their technicians provide. Multiple technicians verified the incoming internet speed at a higher rate. Over a dozen phone calls to Century Link ended up nowhere with MULTIPLE hang ups, disconnects and inability to provide any information. While our neighbors receiving a higher speed, we get a 1/3 of the speed at the same price as our neighbors. Multiple times we were told a ticket was opened with an engineer to address this issue and when called to follow up the tickets either not found or cancelled with no explanation. Close to 5 hours was spent on the phone talking to multiple departments to receive an explanation that we are RANDOMLY SELECTED FOR A LOWER SPEED. Two of the Century Link technicians confirmed we are able to receive a higher speed internet based on the reading they acquired by performing a speed test on our premises. Century Link is continuously denying to raise our speed addressing their computer records that it is not available in our area. We were told once it becomes available, we would be notified. No notifications were sent out or calls made to let us know if it is available (neighbor with higher speed sold house and moved). When associates are not able to answer the questions, we get "accidentally" disconnected. This has happened several times after being on the phone for hours.
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: Technicians do not determine the availability of speeds at a given address.
They can check for possible speed rates but the tool used by CenturyLink to determine
the speed of specific location uses many more variables and determines that which
can be provided at any given address. At
this time the customer is at the highest rate of speed available.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 signed up for internet services in may 2020. It is september 2020 and I still dont have services. I'm promised dates. Take off work to meet technician, promised all kinds of things and I still dont have service. I've contacted century link via email, facebook, live chat, telephone, messenger, etc. When will I get internet? Will I get interne?Escalating the problem has not resulted in getting internet services.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Ms. T.At CenturyLink, we strive to provide
outstanding customer service, and feedback is appreciated and utilized to
enhance our training.Upon review: Unfortunately, the initial order and subsequent attempts to facilitate the
customers request were delayed due to issues with CenturyLink facilities that
service this address.As
of September 25th, 2020, the customers service has been installed
and is performing 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
Complaint: ***
I am rejecting this response because:they have not installed the phone line at the residence but has issued a statement for the services.
Sincerely,
L*** T
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the rejection
that has been submitted by Ms. T.Upon review: Initially it was believed the customer only had internet and this was successfully
installed to the home as mentioned in the previous reply. I have contacted the
customer and informed her that I was unaware of the need for the need for voice
service on the line as well.I
have escalated this to a group that will contact the customer by Wednesday the
28th and go over her options for a combination voice line/internet
line instead of what was provisioned which was a standalone internet line.The
bill that the customer received has been adjusted to zero and further credits
may be due depending on the next bill and what is charges on the account what’s
the order is done correctly and the customer is satisfied.Again, CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
Terrible customer service. Was scheduled to have internet repair done in my home - earliest availability was one week out. On that day, nobody came to the house. I was not contacted. Multiple attempts were made both online chat and by phone to contact the company. Usually got transferred to other people, who were unable or unwilling to help. Was actually hung up on and disconnected from chat during one of the attempts. The final attempt to call during that day I was on hold for 1 hour before giving up. The following day, it appeared online via their scheduling manager, that I was again supposed to have a tech out to the house around 9am (said that the whole day prior too). Again, nobody showed up to house and again no help online or via phone. Unfortunately, this was not to be unexpected as had had similar experience in past with this company. Again unfortunately, where I live there is not really any other option for internet. Avoid this company at all cost if able to.
Century Link apparently has a culture of lying to their customers and mis-informing them. I started having landline problems on July 20, 2020 and it was not fixed until August 25, 2020. The first tech said there was no access and there is access. On one 'call' I asked for Century Link's Corporate Headquarters phone number and was told they did not have one. I googled it and gave her the phone number. Tech #3 told me that Century Link was no longer going to support traditional phone wiring and that I would have to switch to fiber optics - this was a blatant lie. I did file a formal complaint with Century Link and the person I was working with seemed more interested in closing out the case than addressing the many issues. No explanation was ever given as to why the employees lied to me.
I moved on Sept 1st and needed to cancel service. When I called on Aug 30th during their posted hours, a message said it was after hours.
I was away for a bit and when I came back, I called on Sat Sep 5th during weekend hours advertised on their site. The recording said it was "after hours". When I pressed the number to disconnect service, it said to call back later and ended my call. When I called again and called the repair number, they said they couldn't cancel my service and to call back Monday Sep 7th. I tried Live Chat as well and they said the same thing even after pleading for them to cancel my service - they said to call back Mon Sep 7th at 9am Pacific. The Live Chat support said I could cancel my service retroactively as of Sep 1st and that they will refund me for the amount billed this month. I messaged their *** account and they responded once and then ignored all further contact.
On Mon Sep 7th at 9am (during business hours), I called as directed by the reps on Saturday. An automated message stated they were closed.
On Wed Sep 9th, I tried to message them on ***, ***, and via Live Chat. They ignored my *** message. They responded once on *** and then stopped. Their Live Chat said they couldn't cancel my account and to call them instead. I called them during business hours and a message said it was "after hours". While on hold, a prerecorded message recommended using Live Chat instead of the phone (which I already did and they told me to call instead).
When I got a person on the line, I spoke with their supervisor. The supervisor said she couldn't cancel my account, but that she knew a number in Arizona that WAS STILL OPEN (1-800-238-3705). She said she would transfer me and after the transfer was complete, a message played saying that they were closed and then IT HUNG UP!
I called again to the number I've been calling that was listed on the site as where to call to cancel service (1-800-244-1111). After a few times the call was hung up on their end, it went through after a very long hold and I got a person on the line who said that his supervisor would call me back in a little bit. I got a call from the supervisor (miraculously), but she said the same thing as everyone else - that she can't do anything and to call back tomorrow during business hours - she was very rude and refused to accept that I had already been calling during business hours. She hung up on me after a few minutes.
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the
complaint that has been submitted by Mr. J,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 customer received a refund for the last full months
service which is how the simple program works.CenturyLink
haven given the adjustment for the last full months service due to the inability
of the customer to log in and disconnect the account himself or call in and
have someone assist considers this complaint closed.CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
Complaint: ***
I am rejecting this response because:
- There's no way to disconnect the account myself online
- I tried calling the number on the website during business hours multiple times - I kept getting a recorded message saying they were closed during posted business hours
- I was told the hours would be corrected on the site to exclude Saturday hours because you're closed Saturday. This never happened.
Sincerely,
B*** J
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the rejection
that has been submitted by Mr. J..Upon review: there is no new information in this rejection that has not already been
addressed in the previous reply.The
option to cancel or change the service can be done online, contrary to what the
customer has stated in this rejection.That
said, the account has been closed and the last months service refunded.
CenturyLink considers this complaint resolved.Again, 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 contacted Centurylink on 06-12-2020 to end service. I was advised that my account was closed and to return my modems. I mailed the modems on 06-13-2020 and confirmed with Centurylink that both were recieved. I paid my final bill on 06-29-2020 for 99.43 and was given a confirmation number of ***. I received another bill from Centurylink for 103.32 due on 09-12-2020 for charges from 08-22-2020 to 09-21-2020. I didn't even have services with them anymore! I contacted them on 09-02-2020 and spoke to a rep named Valerie. I explained to her I had requested my account closed back in June, returned my modems and had paid my closing bill. 6 weeks go by and I recieived another bill for services. Valerie apologized and said she would have her supervisor close the account and immediately reverse all the charges. I checked my Centurylink account on 9-07-2020 only to find that the account is still open and the charges still owing.
Response to the Revdex.com: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.During these Covid-19 times, companies and consumers are both affected by various impacts on the businesses and services and the other companies that we work with to which CenturyLink relies on to provide the service you pay for.This UPS information was obviously missed by the initial agent or the information came in just shortly after the initial order for the overnight shipping was placed as it was placed for this type of shipping. I have issued an adjustment to the account for $43.03 which is for the downtime experienced by the customer.CenturyLink does not issue adjustments or make compensatory payments to offset wages the customer may have incurred as a result of the service or equipment not working properly. 43.03 is a full month’s charges for the internet portion of the bill.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,Steve ***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink Show Actions
Complaint: ***
I am rejecting this response because:
I requested on June 12,2020 to have my account closed and returned my modems on June 13, 2020. I recieved a bill around June 29th, 2020 for 99.43 for services from June 22nd to July 21st. I paid this bill in full on June 29th, 2020 and recieved the confirmation number ***. On September 2nd I recieved another bill for 103.32 due on 09/12/20 for services from August 22, 2020 to September 21, 2020. I did not have ANY services with Centurylink for this entire month. I contacted CTL on September 2, 2020 and spoke to a rep named Valerie and she assured me the account would be closed, both modems were returned and her supervisor would reverse all my charges. I just received another bill from CTL for 229.85 due on Ocotber 14, 2020 for services from September 22nd to October 21st again I have not had any services with CTL since June 12th. This bill includes 2 months worth of service and a late fee. I want all the service charges, late fee, taxes, fees and surcharges reversed as I was told they would be by Centurylink on September 2nd. I have requested 4 times to have this account closed twice by phone, once through online chat and through the Better Business Brureau. I want this account closed immediately!!! Not only are you wasting my time, the Revdex.com time, customer time, representative time and effforts, company money, your shareholders efforts but also your reputation. I am completely disgusted and appalled how this whole situation has been handled. All of this could have been avoid it was handled right the first time. I will never use your services again or recommend them to anyone.
Sincerely
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the rejection
that has been submitted by Ms. .Upon review:Looking
deeper into the disconnect issue it Is apparent that the system uses to
disconnect the service had an internal programming issue with this account as many
attempts have been made to disconnect the service but have not been successful.After
determining the error, I was able to disconnect the account effective today,
the 23rd of October 2020; the disconnect order number is ***. I have also zeroed the current
balance on the account. All this most likely will generate a revised final bill
which should not have any balance due. Due to the billing date the customer may
receive another normal bill which the customer can keep for records purposes or
discard as it will not reflect the final bill.If
for any reason the customer gets the final bill and it has a balance owing, please
have the customer contact the case manager handling this complaint so that I
may adjust those charges. I can be contacted at ***.Again, 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
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 are currently paying for 30mbps internet from Centurylink over DSL. I run speed tests and constantly get a maximum of 20-21. Most days the service gets so bad that speed tests can't even ping the testing service, internet pages won't load, and I can't work. We have contacted Centurylink support multiple times. We asked to be upgraded to 40 Mbps and the technician that arrived said we would need a different wire coming in to the house but said he couldn't run it and left. We have had poor internet service for years here. Our neighbor down the street has VDSL 2 Bonded Service and is getting 100Mbps from Centurylink. Everytime we talk to someone at support they are absolutely clueless and we get conflicting information every time we call, along with long hold times. We have not been getting the promised speeds for years and it needs to stop.
Please be advised that CenturyLink has completed a review of the complaint filed by Mr. regarding slow internet speed.CenturyLink records indicate that it previously received and investigated this dispute in response to complaints filed with the *** (***). Below is a copy of the October 9. 2020 *** response for your convenience. ---------------------------------------------------October 9, 2020***
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This letter is in response to a complaint filed with your office by ***. In the complaint Ms. states: “I have had multiple problems with interference on my internet line. The speeds fluctuate daily from 1 Mbps to 19 or 20Mbps. I pay for 30 Mbps. Century Link takes days to send out a tech. Different techs say different things. The internet works for a while and then it is out again. They say I need a new wire but the tech refused to install it.”CenturyLink repair records show that a technician was scheduled to dispatch to Ms.’s residence on September 3, 2020 however it was rescheduled at the customer’s request.On September 14, 2020, a temporary drop was placed to resolve the service issues Ms. was experiencing.CenturyLink records show that Ms.’s provisioned speed has been increased to 60 Mbps and her connectivity is currently running from 99-112% of that speed with a stable connection.CenturyLink regrets the length of time that it took to resolve Ms.’s service issues, and her resulting inconvenience.Sincerely,***
***cc: ***----------------------------------------------Sincerely,
***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink