Lumen Technologies

I received a collection notice from CenturyLink from an account that I've never even heard of with the name *** with the account number ***. I have an account that I actually use that is automatically paid every month and is the account that I use with the account name *** with the account number***-***-*** I've tried calling CenturyLink where I was given a number that was just the same as their main and someone else hung up on me the second time I reached out for help. They claim I received a modem on the false account and never turned it back in hence the $108.24. I've also tried live chat and was transferred like 8 times with no one who was able to help and eventually would end the chat. I've also reached out to them through email and am still awaiting as response. I should not have a collection balance as I've never received another modem from this company.

The worst customer service for billing and payment services. The agents are rude, not well trained and flat out lie. I was told by agent #*** that she did indeed have a supervisor but that she could not transfer me to them, they had no voicemail, no email, no way to contact them whatsoever and that there was absolutely no one at Centurylink who could help resolve the issue I am experiencing. I also have had issue with the service repair department. Workers coming to my house to install phone lines in order for me to have internet. 7 different workers come out, 2 of those times they "mapped out" where to bury the lines on my property. Spray painting my lawn and making drawings of the layout only to have the final person come out and bury the line nowhere near where it was supposed to go. I have been in this home for almost a year and they still have not moved it to where it was originally supposed to go. I have been a CenturyLink customer for 15 years and in the last 2 years the customer service in all departments has gone completely to trash. I will not recommend them to anyone.

I moved out of my apartment over a month ago and have been trying since to get my service cancelled. The hours for the department that you must call is 9am-5pm weekdays. Shocker, those are my work hours as well. Like a normal person, I figure I can call on my lunch. Wrong. They put me on hold for 30 mins only to tell me I called the wrong department and transfer me, or hang up on me. I have yet get to someone (even after multiple transfers) that can help me. I've tried emailing them "you must call this number blah blah". I just received a bill for over $100 for a service that I have not used in over a month!! PLEASE BEWARE; STAY AWAY FROM CENTURYLINK!!!!!!

We have had CenturyLink for about 1.5 years and is by far the worse internet provider we have ever had. CenturyLink has changed our price several times and we get terrible service. They promised a whopping 10 MB/s, then lowered it to 6 MB/s, and then told us "oh, we'll never see that speed." So we get a mere 1.0 MB/s and sometimes not even that, but still pay for the 10 MB/s we were promised when we signed up. In my book this is called a dishonest business practice. How many complaints does it take for a business to correct their practices or get out of the business???
NOTE: A one (1) star rating equals Zero (0) because they won't allow you to leave it blank!

Pathetic. Technicians can’t speak English or tell time properly, lazy is from the management down to the poorly paid customer service reps who don’t know how to get out of bed without hurting themselves. What brain dead losers.

I have been without phone service for 1 month! I have been on hold with their customer service twice for over an hour. I have used their chat service online but after 30-40 minutes still can't get past their scripted responses. We live in rural Montana. My neighbor had service done in their home and the technician switched phone lines. My neighbor is getting my phone calls. The best that Centurylink could do is forward my calls to my cell phone but that isn't affective while I am at home as we have poor cell service. I cannot make calls outgoing calls from my home.
Their system says that my phone line is fine and that is true it is just ringing at my neighbors house.
Such frustrating customer service.
My hands are tied as this is our only option in my area. I wish they would hire more customer service agents. They make me take time off work to be home to meet them for an issue that they caused.

I am being overcharged. Each time I contact Centurylink to rectify the issue, I am just charged more.

I had been content with Centurylink business internet since 2015.
I added a phone to my service in 2018. It was supposed to be bundled with my internet. It was done incorrectly, leaving me with an additional charge of $5/month. I wanted this fixed, since I was being overcharged. I called on October 4th to have this fixed.

I was told that the services needed to be bundled/set up physically correctly and a technician came out "free of charge"- since it was Centurylink's initial error. The technician was supposed to add an internet line to my phone service (bundle them) and remove the “old” internet service the following day- or same day (I didn’t care as long as my services worked). I set up for the technician to come to the business with the understanding that the phone and internet would be bundled, leaving me one phone line and one internet line.

This was not done correctly and I am now being charged for two internet lines. An internet lined was added to the phone (“bundled”), but my initial line was not removed (and it should have been). I don’t believe it is my job to micromanage centurylink and to my dismay my new bill is huge since I am being charged for two internet services, but only have the ability and need for one internet line.

Please help. Each time I contact Centurylink nothing is resolved and my bills just get larger and larger with no resolution.

I am not happy with essential the same service I had from 2015 thru 9/2018 but many additional unwelcomed and unused charges.

Thank you for your help.

I have been contacting Century Link for well over two years now regarding my inconsistent internet speeds. I may get 5mb one week and 1mb the next. Then it will go out for a week or two before technicians come out. I have had at least 10 different technicians come out to my home and "band aid" the issue. My neighbors get consistently faster speeds on both sides of me. When I call customer service or tech support I am always on hold for more than 1 hour and then I get a representative that can't speak fluent English, which in returns frustrates me more. Today, I had two technicians come out to work on it from out of state and I was told the equipment was so old and the lines so unreliable that I would always have issues. I have called numerous times for the name and contact info for my district manager but nobody is allowed to give that information out I am told. As a last resort I am reaching out to the utilities commission for help. Unfortunately, this is the only internet provider in my area! So frustrating to have 1-2mb in 2018!!
Vanessa M---Whiteville, NC

This company and the employees they hire and contract is absolutely horrible. Phone lines are never working properly, lines are always full of static. Every time you call customer service, they send out a technician who never knows what they are doing, takes at least 24 to 48 hours to come out, and always makes the problem worse after leaving while not addressing the real problem. Then if you switch phone companies, you have to change your number because they will not release it or patients can't call your line if they are a centurylink customer. Absolutely ridiculous!

Recently I had my service upgraded from 5MBs to 10MBs and was told that my install and next 3 months of service was going to be free.

Instead, I got a $105 bill where I got charged for everything.

Again, was told by the installer and the retention department that these fee's were going to be waved but they were not.

This is the 3rd time in a row CentryCrap screwed up an order and probably, unless they make it right, the last time I will ever use their service.

Your tech told us we could only get 10mb, due to our service area, even after I purchased a new router. Connection was terrible for internet, the only service I had.I cancelled Feb 15, talked to ***. But continued to be billed for service. I called many times, telling customer service I cancelled. I returned equipment to store and have the tracking number to prove it. You still continue to bill me for service that I wasn't getting. I have wrote a letter stating all this after I had tried to call the ***. Only response has been another bill. I'm not paying for service I did not use.

If I could give zero stars, I would. They are extremely unethical fraudsters who have been given court orders to cease their deceptive practices and to follow very explicit instructions on how they are to deal with customers, but they simply ignore the judges' orders, and continue to rip off their customers.

For years, CenturyLink, formerly Qwest, has only delivered 3mbps of internet speed while we have always paid for 7mbps. Upload speed is 125kbps. You can only talk to CenturyLink reps in the Philippines on weekends and they don't speak good English. Getting a tech to your house is impossible. Our first attempt, on 10/25/2018, involved taking 1/2 day off of work, the tech never showed - no phone call from anyone. We called in and after being on the phone with them for 2 hours and multiple people, we learned the appointment was made for 12/25/2018 - CHRISTMAS DAY. We made a different appointment for a few days later - again, we had to be home for 1/2 the day - no phone call, no tech ever showed. After spending another 2 hours on the phone, we found out that the tech visit was put in the system, but no notes were put in as to what was going to be done - so, the tech - who has our phone number - just ignored it. This company takes false advertising and incompetency to new levels.

I have called twice requesting they cancel our landline service (). The first customer service representative hung up on me. The second one gave me a long runaround, talking about the importance of 911 service, leaving me on hold, then offering me discounts, putting me on hold, then offering me bundles, then putting me on hold again. Highly unprofessional behavior for a regulated utility.

When one is forced to deal with CTL, one receives the message that you are not a customer; you are a burden. Their attitude is:
We at CTL are forced to deal with the public, so since we have to, let's do it the cheapest way possible.We must put all the burden on the customer, and use automation to force the customer to provide all the data. We must make the customer exhaust all possibilities before we allow him to talk to someone in front of a screen. Our screen personnel must follow the screen dialog, thus eliminating the requirement for them knowing anything about the telephone plant.

Management has instructed their telephone response crew to respond to every complaint with a verbal apology to the customer. Apparently they believe training a person hundreds of miles from NC (and who could not find NC on a map) to continually, and repeatedly, apologize is more effective than training someone to fix a dead line. An apology is generally a precedent to a change in behavior. During our daily pleas for help in getting a repair, we have received hundreds (literally) of verbal apologies. No improvement for the customer results from these repeated apologies. After dozens of these, they become insulting and demeaning.

An example of their customer concern was vividly demonstrated when one of our numerous service outages occurred on the Friday of Labor day weekend. Their scheduled repair was the following Tuesday. When we complained about the length of the outage, the response was: "Tomorrow is busy, the next day is Sunday, Monday is a Holiday, and Tuesday is the first available time.

During an EIGHT DAY outage in early September, we made daily calls to CTL to ask for help. We initially received a promise of a repairman on Monday before 4:30 PM. This was followed by a promise for Tuesday before 5PM, and more throughout the week. The most disturbing part of the delay was the response: "There is a cable outage, and a crew is working". I know where all cables impacting our house are located (From central office, from the equipment building on Spencer Meadow road, off Lexington Road, and elsewhere). A daily drive, observing all possible locations, revealed NO ONE servicing ANY cables. The failure was equipment; not a cable repair. Any company who lies to a NC consumer should not be tolerated.

I received a bill from *** Collection Services stating that Centurylink has me in collections for $40.47.
My account ended November of 2017. At that time my account was paid in full. I have Spectrum for my service.
I am harass by Centurylink because they keep sending me bills.

Called 9 times to just transfer my service. First they couldn't transfer my services for an unknown reason. Second when I got mad enough to cancel my subscription they wouldn't help me do that either. Now they are trying to charge me for 2 services that don't work.

I'm closing my small business operation and need to cancel my service at the end of the month. However, only "account specialists" can do that, via an unplublished phone number. No one else is allowed to cancel services.

I've tried their online chat service (was given the unplublished phone number) and regular customer service (was transferred to the account specialists and put on hold).

The automated system said I would be on hold for 10 minutes. It is 1 hour and 15 minutes and counting. There is no option to leave a call back number.

It is clear that Centurylink is happy to sell you services or transfer services and is properly staffed to handle that. However they clearly make it very difficult to cancel, and so far I have no proof there is actually such a person as an account specialist.

CenturyLink either through fraud and/or complete incompentence did not close my account when I requested and then opened a new account in my name without my consent or knowledge. When I refused to pay the $120 that resulted in their actions, they referred the matter to a collection agency 3 different times. The first 2 times I received notification from the collection agency and wrote them letters explaining the situation and each agency dropped the matter. The third time I did not receive notification from the collection agency and the issue now appears on my credit report. I then paid the $120 only because I do not want the matter on my credit but have been informed it will take 7 years to get it off my report unless further action is taken.

Over the past few months we have contacted Century Link trying to get access to our online account so that we can pay our bills. We finally recover the help we needed to get access about a week 1/2 ago. It ended up being a easy fix. During this time we received a letter that our phone would incur toll blocking on October 18th of we did not pay a certain amount of our balance. Century Link went ahead and started implement toll blocking a week in advance. Even though we sent several payments in after getting access online to pay they are still implement toll blockage. This has prevented our employees from calling customers back and has caused us to lose sales. We are requesting that Century Link take off the toll blocking immediately and refund our account $60 for late fees and charges for the phone services that involve calling outside of our local phone area codes. Thank you.