Lumen Technologies

I haven't had CenturyLink service since October 2015. When I closed my account I was ensured that I had a $0 balance, and everything was fine with my account and there was nothing past due.

Fast forward ~3 years to April 2018 and I now have a collections account on my credit report for ~$106 with EOS CCA, with the Original Creditor being CenturyLink.

I was given the runaround when I contacted CenturyLink customer service. "Please call xxx at yyy-yyy-yyyy", and was quite literally forwarded into circles. I was being told by everyone that the account was "too old" for them to lookup the account or do anything with it. The last correspondence to my email address from any CenturyLink address was a notification that I had a positive balance in my account dated: Thu, Oct 15, 2015, 1:12 PM.

That was the last attempted contact for almost 3 years before this random collections account.

A promotion was given at the time of the original purchase for internet and phone service In 2016 There was no time limit given. In July 2018 it was determined by Century Link to end the promotion and charge me $40 more for land line service. I tried to call several times to find out why the additional charge. I was unable to get an answer from the billing dept 2 times and both times the billing dept put me on hold and sent me to customer care where I waited over 45 min for a person to tell me this is a billing issue. I stopped paying my bill and emailed them and got no answer. Today I called to terminate service and was told finally what the $40 charge was for but they refused to remove it. Additionally they said if I disconnect the landline they will require $100 deposit to continue my internet service. In addition, I had a faulty modem in May-June 2018 and was without service for 6 weeks. During this time they forced me to pay my June bill 2 weeks early before shipping a replacement modem. I paid it and then 3 times they told me the new modem would ship next day air at no charge. No modem arrived and I spent hours on the phone with them trying to figure out what happened. I am now told a credit was issued for lack of service but I do not have access to statements older than 3 months! I am so tired of this company. I just want a fair final bill so I can buy service elsewhere.

From setting up the service originally I was told I could make arrangements to cover the fees etc. I mentioned the service is needed for elementary school students in the home. I also clearly mentioned that I needed to be able to link my card to the payments to avoid issue's.
Online you are told you can call and explain your situation and get worked with, this seems to be untrue after about 5 calls and 4 attempts online..

Cancelled service on 8/9/18 was told autopay was turned off. Century link took $69.86 out of my account on 8/21/18 anyhow. Called and said I was issued a refund that day and would be received in the mail in 3-7 days no refund, contacted again and then that person tells me 7-10 days nothing, called again was told 3-14 days and nothing in mail , contacted again was told it should arrive in a couple days now and nothing in mail. contacted this last time was told now 18-30 days from the 21st on 9/21/18 that will be 30 days that is 4 days away. This company has no idea what they are talking about everytime I call I get a different answer. I need my $51.24 back in my account I should not have to wait more than 30 days to receive money back in the mail that is completely ridiculous! I will be contacting my bank as well to let them know money was taken when it shouldnt have been. I was also told I would receive a final bill in the mail and have not. I returned my modem soon after I called to cancel service and this is what I get from this company money taken from my account when I was told they would not and no refund back.

I was moving into a new apartment earlier this week so I called to get my internet service transferred. After being on hold for forty minutes, I was hung up on. I called back. The rep I spoke with then was nice and helpful and helped me with it. He even sent me a $100 visa gift card, which was a nice gesture but now that my address has switched, I will not receive it. The apartment I was supposed to move into wasn’t ready and I was placed into a new one. So I called to transfer service yet again and make sure the technician going out there went to my new address which was only two buildings down. Should be a quick an easy call. I was on the phone for over an hour. I was told that I would need to cancel my service connection and need to reschedule until a later date. Even though the tech was going to the same location basically. I asked to speak to a supervisor. Fifteen minutes later a supervisor came on the line and asked what my issue was. I told him everything. Then out of no where he claimed he couldn’t hear me. Saying “Hello? Sir?” Etc. I knew he could hear me. Because he was using a landline and I had no connection issues previously. I said don’t hang up on me. I knew what he was doing. Pretending he couldn’t hear me just to end the call. I was then hung up after 80 minutes. Left with no answers and no solution. I called back and the call center was closed. I called a different department to speak with a supervisor. Spoke with them. They took my info and said they could call me the next day (today). No call was ever made to me. I called and they were closed. Again. So now I am still paying money for service that I do not have. After being hung up on multiple times. After I wasted time and spent time outside of work to handle what should
have been an easy thing. I was treated like I didn’t matter. It is embarrassing that even supervisors hang up on escalated customers and do not follow through. This experience alone is enough to make me want to switch internet providers. I cannot even get a hold of anyone to rectify this situation let alone cancel my service. This has been the worst I’ve EVER been treated as a customer. By far. If supervisors are hanging up on you what are you supposed to do?

To Whom it May Concern,

I have been a Century Link customer for over 10 years. I have paid my bills on time and despite MANY frustrations over the years with this company, I have remained a reliable customer. However, the issue I am now dealing with regarding them has pushed me over the edge, brought me to tears, and prompted me to file an official complaint. The frustrations I've identified in the past with this company have all related to what I believe is greedy and poor business practices. To start, if you are wanting to become a NEW customer, you are able to contact them very easily on the phone. If you, however, are an existing customer with an issue (ie; much slower internet speed than what you pay for according to your contract, increase in monthly bill out of the blue for unclear reasons, etc.) you are likely to wait upwards of 40 minutes on hold before you can speak with someone. When I had bought a new home and wished to cancel my service with Century Link in April of this year, it took me more than a day and several phone calls before I was connected to the right person. I tried multiple numbers and after endless holds and transfers to what seemed like 4 different departments, I eventually got passed on to a person who was able to help me. I could go on for several more paragraphs of times I was disappointed in this company's tactics, but I will get to the point.

About a month after I canceled in April, I received a bill (or perhaps I noticed an auto-deduction from my bank account) of more than $50. At that time, I put another call in to Century Link to inquire what this bill was for. The girl on the phone explained what she could (didn't make sense to me still), but she also let me know I wouldn't be charged further as long as I sent my modem/equipment back to them. This was news to me, but it was no problem to send it back. She said they would mail me a shipping label to do so. I was moving from one house to the other, so was naturally quite busy, and another month went by when I suddenly remembered I never received a label. After attempting to call them and being on hold forever, I gave up and tried the online chat option. That actually worked well, and I was able to request again that they send the label. This time I did receive the label. I packaged up the modem and all the cords, making SURE that my own return address label was on the box AND inside the box. I applied the label they sent, with the address they wished the modem be sent to, to the front of the box. I also put a copy inside the box. I snapped a picture of the modem before packaging it, just in case something went awry, which would not be shocking considering my interactions with Century Link. I figured having the specs and numbers on the modem would help locate it later if needed. I brought the package (as instructed) to a UPS office near my house. The gentleman working told me to simply leave it on the counter, so I did. This was on July 3rd. Another month goes by and I receive a bill in the mail for $107.94, citing an "unreturned modem" charge. I am disappointed, but not surprised, as I have always felt that Century Link's business practices are not on the up and up, and it seems like much of their money is probably made by sending people bills for bogus things. Many people don't have hours in their day to spend on the phone trying to work out the confusion and kinks of their bill details, and I think they prey on that weakness. I however, was NOT going to spend $100 of my very hard earned money for something I returned, so I got on the phone to Century Link once again. The man I was eventually connected to, after 25 minutes on hold, pulled up my information and searched the system, telling me they did not receive my modem and I would need a tracking number from UPS. I never received one however. I asked him if he was able to track the package using the shipping label they sent, with various numbers on it, but he said no. He also told me they had attempted to mail me FOUR different shipping labels before I finally shipped it in. (This is FALSE. I was still living in and receiving mail to both my homes, so no matter which address of mine they were using, I would have received the labels. Again, by not shipping labels out as they claim to, I see this as another dishonest tactic to make money.) Back to the matter at hand, the man on the phone was not able or willing to help me any further. I would be sent to collections if I did not pay the bill.

The final part to this long story is important, and goes as follows; I called the UPS store I had dropped the package at to see if they kept a record of packages that went out. They did not have any records that went back further than one week, so the guy on the phone was unable to help me. But he did give me some interesting information. He said he had had another call from someone regarding a package sent to Century Link that they claimed to have never received. He said that man ended up finding his tracking number, and that he eventually found his package- it was sitting at the Century Link warehouse for nearly a YEAR and had never been checked in or inventoried by them. This is the point of my entire letter. I mailed a package to Century Link, to the address they provided. I put my return address on it, and I have checked with the UPS store it was dropped at. UPS does not have it, and it was not mailed back to me. I know this much; my package and modem are sitting at a Century Link warehouse somewhere and they do not care about their customers who are getting charged for equipment they have actually returned. They have no problem threatening to send a long-time customer to Collections over $107, knowing full well I sent their modem back to them and a convenient clerical error (that I can never prove) will earn them this $107.

My credit score is exceptional, I pay my bills always, and work hard to support my 7 year old and myself. $100 means a lot to me and I hate that I have to unfairly hand it over to a company that takes advantage of their customers and consistently demonstrates how little they value good business practices. I do not expect them to help me. I expect I will pay this bill because I do not want to be sent to Collections. But I had to do SOMETHING, so I am filing this complaint. I have many friends that have had similar issues with Century Link and I plan to start an online petition to make others aware of their shady practices. There are other internet providers. Thank you for your time in listening to my story.

Account was created while checking prices. Internet never installed. Please stop billing. Zero account. Cease contact.

I just wrote an entire review of this ridiculous “company” (and I used that term very loosely) and in trying to submit it, it was erased. This is only a continuation of the inefficiency and absurdity of this establishment. I will not rewrite it. Simply, this establishment leaves its elderly, rural customers in horrible positions. I truly believe that their lack of urgency in responding to and rectifying issues and their having representatives of their company from customer service to supervisors to technicians who are bereft in the skills needed to actually do a proper job for its customers is due to the fact that these customers have no other provider to turn to. It is sickening and revolting. Lawsuits are eminent from families whose loved ones suffer dire and/or fatal consequences from this company’s negligence and dereliction of its consumers.

Terrible service with broken promises and overpriced product

I can't think of one positive experience with this company. Their product was consistently sub-par and their customer service was absolutely abysmal. I left a residence and had tenants move in, I called to cancel my service but the associate suggested that instead of closing the account, I could just transfer it into my new tenants name. At the time I had no problem with that so we set it up. I moved to a completely new state only to find that they had continued to charge my account for internet as well as my tenant for the SAME ADDRESS!!! When I called to inform them of this major oversight they told me they could not do anything and only returned less than half of the money they stole from me. Now they are trying to claim I never returned their modem when the one I used was currently being used by the tenant that was paying for it! I even asked to review the phone call I originally made to cancel but they said there were no notes and no record of that call. Each person I spoke with was no better than the last. Their policies and training create a business full of thieves and liars. I abhor this company and I think it deserves to be shut down.

Worst ISP ever. I decided to go with CL because of ***'s high cost of internet service in New Mexico. I decided to purchase and use my own modem because it is $80.00 cheaper than using their modem, and I have made dozens of internet connections with a variety of other ISP's running my own computer repair business in Florida. I told them I would be using my own modem when I signed up; they said there would not be a problem with that.
Several days later, I receive an email from CenturyLink informing me they are sending me their modem by UPS. I immediately called them and told them they should not send me the modem because, as I had told the CSR when I signed up, I would be using my own modem. After a significant amount of time on the phone with the CSR, she told me she had successfully cancelled the shipping of the modem. However, several days after that, I receive a call from someone they want to verify my address because they are delivering a modem from CenturyLink to me. I told them I had CenturyLink cancel the modem and did not want the modem; the person hung up the phone but when I left my apartment later that day, the modem was sitting by my door. I called CenturyLink and told them I had the modem I had told them I did not want and had cancelled delivered to me, and they told me to return it to one of their stores in Albuquerque, which I did.
When the prearranged day comes to connect to their service. I go to connect my modem, and it will not connect, so I call their tech support. I tell them my modem will not connect and that I need for them to give me their connection type and connection protocols to put into the modem to get it to connect. I tried with 3 different tech support agents, but not one of them could give me the information I required to get my modem to connect. They all tried to make excuses for their not knowing this information, most of which had to do with trying to blame my modem. The last tech support person told me he was going to send a technician out to check the wires going to my apartment to see if there was a problem with them.
The next day, I decided to go to their store in Albuquerque to explain my problem to them and find out whom I could speak to in order to get the information I required to get my modem connected. When I walk in, there is one person at the counter with no customers in the store. As I am explaining my problem to him, he looks like he is preoccupied with cleaning his counter and is not listening to me explain the problem I am having. As I am explaining the problem, he interrupts me and says, "Just tell me what you want." I told him I wanted to know whom I could talk to to get the information I required to get my modem connected so I could utilize their internet service. He then says, "Just buy our modem." I told him I would stay with *** before I did that and walked out of the store.
I went home, called CenturyLink, and cancelled my service with them, three days after it had been activated.
Several days later, I get an email from CenturyLink telling me I own them 82 dollars and change, and that included a charge for $14.99 for them shipping me their modem by UPS, you know, the modem I told them from the day I signed up I did not want and tried to cancel twice after that. I was flabbergasted.
I then called their customer service to tell them that they were charging me 82 bucks for a modem I never told them I wanted and a service I never used because their tech support was so incompetent they couldn't give me the info I needed to get my modem connected. After spending time with the CSR on the phone to get the whole thing resolved, he told me that it was resolved and I did not owe them anything. Then, yesterday, I get an email from them asking me how I am enjoying my internet service.
My advice is to stay away from CenturyLink. Don't ever give them your name and address because once you do that, they take that as a license to charge you for things you never got, things you tell them you do not want, and things you told them to cancel; it's like taking on a cruse you can never be rid of and will cost you a lot of money or a lot of phone time to get rid of.

In July of this year, I restarted service with CenturyLink. I had an issue getting my box mailed to me. My address was listed as a PO Box the confirmation indicated that my equipment would be mailed to my PO Box. When my equipment did not arrive, I reached out to the above listed company. At that time, I was advised that they could not ship to a PO Box. I got the run around to get the address corrected. Once that was completed, after having my service a little over a month. I wanted to add a phone line and go from a simply pay account to a traditional account. I called the company, paid my deposit, and got a switch date of 9/6/2018. My services were never changed over. I called them back on 9/7/2018 only to be told that my switch date was pushed to the end of October. After speaking with a number of different agents, I was told that because my simple pay account was still active they could not change services. Keep in mind CenturyLink is the owner of simple pay. I cannot even count on two hands how many times I had been cold transferred or hung up on. I finally got a new switch date of 9/11/2018 and a disconnection of the simple pay account completed. It only took me calling a few days in a row and speaking with simple pay escalations department. On 9/11/2018 my services were disconnected and my new services were not activated. So, I have no service now. I called the company back and was told after speaking with multiple reps that my service would be on today 9/12/2018. Guess what, they are not on. I called a few times today asking to cancel the order and just refund me my money and advised that I would be going to Suddenlink and get service with them. At this point I would rather spend more for better service. There was not a manager, retention department, or representative that could help me with this. I would never recommend anyone use this company. It seems all their agents are trained to reroute customers with issues to other departments. Even after calling four days in a roll I could not get this issue resolved.

I signed a 1-year contract for internet service. I wanted to cancel after six months. I was told that I could either pay an early termination fee or put my account in vacation mode for a lower monthly charge until my contract ran out, then cancel it. I did so, and have been paying the vacation mode charge for six months. My 1 year is up, and now they are telling me that putting it in vacation mode put my contract on hold. I didn't know anything about vacation mode, and would not have chosen that as the solution unless directed to do so by Century Link. Their failure to honor their own instructions is making me feel mislead and taken advantage of.

I canceled service long ago and I just got notification from a collection agency that I owe money. Never got any notification from the collection agency that I supposedly owed them money until it was sent to the credit bureau

On 2/13/18 I had somebody come up to my door named Mercedes (in training with her trainee Kyle) who was going door to door to get people to switch to CenturyLink. They were offering price for life no contracts services. I had been wanting to switch to a different ISP for awhile but there were no other options in my location until CenturyLink. They gave me different offers and different speeds but their offer was only available while they were at the door so you had to decide right then and there, I say this only because I believe it to be important for all that is to follow. Knowing I would have to pay installation fees and initial service fees I opted for a slower speed at first, then did the math and decided I could afford to increase. The initial order went in for $55 a month price for life but then changed to $65 for the faster speeds as I requested. On the initial order form the sales rep put that the modem was a lease but I told them I wanted to buy it outright, they answered that they have to put it as a lease on this form but to tell the tech when they install it and they can change it from there, another crucial point to this. The tech comes, installs everything, has a very difficult time and nothing works for awhile, and then finally gets everything to work after many hours from what was supposed to be a 45 minute install. I tell him about the modem, he says he will change that on the order, I think everything is fine, until my first bill. My internet is costing me $75 and tax instead of $65 because the modem is on lease. I call on 3/2/18 and talk to Shawn who informs me of this. He tells me he will change it and my next bill will reflect the changes. I get a confirmation # that I still have. My next bill comes around and is still $75 plus tax, the exact amount is $75.82. I call again, talk to Sandra, who tells me the same thing, the modem is a lease, she will change that, and the next bill will reflect the changes. The next bill hits and is still $75.82. I go online on 4/28/18 since the people on the phone can't get it right and talk to Paula D. I get a $31.54 credit and am told the same things and that my next bill should be $65. Need-less-to-say, on June 7th I am calling again because my bill is $75.82. I talk to Mario this time, who says I will get a $10 credit because it shows that the modem is not a lease and it must be some glitch, he states my next bill should be $55 and then all others should be the price for life at $65. My next bill is $76.91 but I figure, since everything is automatic, it may take a month for the changes to take affect so I do not call. The bill after that is $76.91. I call on 8/3/18 as my next bill is still $76.91 and speak to Annette who is higher up in the ranks, she is on the "resolution team" and promises me she can fix my problem. I get an email confirmation about a $5 a month discount and a confirmation number that my bills from now on will be $60 a month plus tax, not $65, but $60 due to everything I've put up with. Yet again, my next bill hit, just came out of my account, and the total is now $71.91. I call on 9/11/18, speak to Phil, who doesn't understand why this is happening because it is all in the notes on my account. He transfers me to financial in hopes they can refund me but then I am placed on hold and transferred again, 4 different times until I am back where I started talking to somebody else. The last person I spoke to told me he didn't see any notes on my account, doesn't know what I'm talking about, and my confirmation #'s don't mean anything. I start from the beginning, yet again, and explain everything to him, he rebukes by saying the new amount of $71.91 is the fee of my internet at $60 plus tax. I have the bill in front of me, I read it to him, it says my internet is $76, it is showing a $5 rebate which brings it down to the current amount. He says it has been adjusted and that is the amount, it is the tax I am seeing. I read straight from the bill again. Under taxes, it states: state sales-.32, county sales-.14, city sales-.34, and special district sales-.11, for a total of .91 cents in taxes. He tells me he will have to check that, I tell him I'm reading the bill and I am being overcharged. He tells me I am wrong, I come back that this is the final straw and I am contacting the Revdex.com if this is not resolved. There is a long pause of silence and then he hangs up on me after an hour and a half.

I am not a CenturyLink customer and never will be. I am doing some renovations done on my home and needed the phone lines moved or removed all together. Since I am not a customer I have been getting the run around for the past week. I was told that someone would be out and they never showed. I called to follow up and was told to wait longer. I called back today and after speaking to someone for about 10 minutes we got "disconnected" so I called back. The call I was with a very combative man that tried to hang up on me and then told me to cut the wires down myself. After he continued to tell me how he couldn't help me because I'm not a CenturyLink customer I finally hung up on him. I cut the wires down myself, but I don't think that it was the right thing to do or that it was safe for me to be doing. I would like to warn anyone thinking about becoming a customer that they will not be dealing with nice or competent people.

This is ridiculous! I had an appointment today and was told they would call me a hour before since I can’t take off work all day. No phone call! I suddenly get an email saying sorry we missed you! What!!!! I then call centurylink to be told that they don’t see where the tech went out to my property! What is going on! So 30 minutes on the phone with a rep to be told oh yeah they did try to call me. Unmmm no you didn’t I have had my phone sitting here beside me the whole time! Then she proceeds to tell me they can reschedule me in a month. A month! I told her that’s unacceptable and I need service today, she then tells me the best she can do is Friday! Ummmm hello I live in eastern North Carolina! You can clearly see we have a major hurricane headed this way! So now I wait for them not to be Able to show up because of the weather to then be pushed back until who knows when!!! Unfortunately nobody and I mean nobody else provides internet service where I live! This is ridiculous! Go with a different company if you can I certainly would if I could!

I had Centurylink internet service for a year and I disconnected the service as soon as my contract expired. I paid in full my last bill for the service I had. Later CenturyLink sent me
bill for a future service that I never had. Please help me with the $45.48 bill for the service I never had. My last bill was for $23.51 that I had paid in full.

My phone was out of order on September 7th. I filed a repair ticket on September 7th. The soonest they could repair my service is September 17th. That is 10 days without a phone. Since we live in a rural area our cell phone service is very sketchy so if an emergency would happen we do not know whether we would be able to call out or not. 10 days to get a phone line repaired is unacceptable. I talked with a customer service rep on September 10th and was told there was no way they could get to it any sooner. The service they provide is subpar to begin with if they have that many outages and obviously they do not have enough repair technicians to do the work!

Every other month my service is getting interrupted even though I consistently pay my bill to Centrylink on time. As of the moment I currently do not have service and my bill has already been on or before the due date. I would like to have my account credited for every month or every time my service was interrupted due to no fault of my own.