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Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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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
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
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
Send multiple junk emails of pre-approvals, ok applied, denied. You guys would never have me as a customer for sure.
I recently filed a complaint with the *** because Centurylink refuses to provide internet service to my home that is less than a mile from a government-subsidized fiber- optic cable. A technician and his supervisor told me the service currently available to my home is below the level required to be called internet (<1.5 MBPS).
The company’s response to my complaint did not address any of the facts, was not truthful, and appeared to be written by a representative that had no training or higher-level cognitive abilities. For example, there were incomplete and incomprehensible sentences. The response indicated the better service could not be made available to my address even though both their technician and a supervisor told me it would be simple and it had been done many times before in similar situations.
I am working from home and relegated to use the hotspot on my phone to continue my job that has been declared essential by appropriate government agencies.
Being charged for a service but not receiving it
CenturyLink has completed a review of the complaint filed by Mr. C indicating he is paying for a service he is not receiving. He has stated the account has been disconnected and would like the bill adjusted to reflect it. In a review of the account associated with this complaint, our records indicate the account is still active and being billed for services. Per the phone call reviewed on 9/8/20, the customer requested to cancel but the agent did not follow through with the request. Feedback has been submitted on this agent's behalf.An attempt has been made to reach the customer by phone and email to confirm disconnect but no response has been received. Repair history does indicate an outage reported between 8/30/20 and 9/15/20. An out of service credit of $71.89 has been applied to the account for the time without service. Please have the customer confirm the disconnect and I will be happy to assist with this request.
Sincerely,Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
We started a switch from residential services to fiber optic business services last year around May 2019 with CenturyLink. The process was supposed to be fairly simple since they already had fiber optic lines run throughout the businesses surrounding us. To begin the process they sent out a crew of 3 technicians to view our building and plan how they would run the internet to the desired areas. When they left we had a plan and high hopes that there would be no issues and it would all go smoothly. To start the installation process we had to sign the contract. After we signed the contract it took a month before the next set of technicians were at our location to dig and run the fiber optic lines to our building. They ran the necessary wiring and left. They were a contract company. After the lines were ran we waited another 3 months for the next set of technicians to show up. After they came and did their portion we were finally ready to start installing the proper equipment. We had a couple random technicians come and install their piece of equipment and leave. On one of the final installations of a piece of the hardware the technician did not get the okay when he called and started to turn the process on - he said he was not able to get approval because we needed commercial power ran to the area that the equipment was going to be plugged into even though the initial technicians that came and viewed everything and walked us through it all said the normal outlet we had would be great and there would not need to be anything else done. At that point we were upset because we weren't supposed to have to pay any additional out of pocket costs but we were in a hurry for better service so we could utilize the faster internet for our business needs so we called an electrician and had him install the necessary power outlet to the area. I then called our account manager and emailed NUMEROUS times over a 2 month period to try and get the technician out to our location again to finish installation and had no response back. I called multiple customer service agents in this time and no one would help me or could locate any information on our new contract account - this was before Thanksgiving 2019. FINALLY January 20, 2020 I got through to a representative that informed me our account manager had left the company and none of her accounts were being handled by ANYONE! It was very frustrating considering we paid $800 out of pocket for electricity to the area and then received no response for 2 whole months. Finally after the technician was sent back to our location at the end of January 2020 we were able to start internet service to our location. Then we began to work on our phone system which was also a nightmare. The phone technician came and informed us we were in charge on running all the wiring necessary to our phone system and that would be at our cost. Again, this was not disclosed by the initial technicians that came to our location to do the walk through and inform us of any issues that might occur or ANY out of pocket charges. I finally was able to get a technician that felt sorry for our situation and was willing to run the wiring for us at no cost all while he let us know how crappy he thought his employers were and how this was NOT the first time he has witnessed his company drag people into contracts and find all sorts of things after the fact that needs to be done. He was able to get our phones up and running. We were all online and phones working by the beginning of May. A WHOLE YEAR LATER. We felt like we were told everything was okay for installation so we would sign the contract and start service with them and now we can't get any help or resolutions. On top of the installation issues we were having to pay for overlapping services for our residential services for our phones and our fiber optic contract for our internet. We have paid so much money over what we should have and their billing/sales representative was supposed to be in charge of cancelling the services and requesting a credit or a refund. I now can't get any of them to respond or take care of the situation. It has been since June I have been requesting with no help or resolution.
Please be advised that CenturyLink Business Escalation is working with the customer directly and is continuing to investigate this matter. We will provide an update once more information is received.
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. The representative that is emailing me has been working to resolve our complaints but nothing has been fully resolved at this time.
Sincerely,
C*** F
We have been calling attempting to cancel our service, internet , home phone and Direct tv. We have tried numerous phone numbers provided on line, on our bill to no avail. Every time, at least 6 times, we have talked to an operator who sends us to a dead end phone number..... The services were bundled. We have also contacted Direct tv and have experienced the same exact issue with them. They have made it impossible to cancel our service and square up our bill. We have always paid on time, for years, and have no charges in arrears.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mrs. K. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, CenturyLink has no records of a cancelation
request for this customer. In the complaint, the customer mentioned the same issues
trying to reach DirecTV’s customer service numbers. I left the customer a voice
message with my contact information for further review of this complaint. The
customer has not responded to my calls.
Mrs. K will need to follow CenturyLink’s cancelation process
by contacting our retention and cancelation department at 1-800-244-1111. I
also provide the customer my direct contact information in the voice message
left on October 8, 2020.
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
My internet experienced an outage for over a weeks time at which point I canceled my service and switched internet providers. During the week the internet was out, I asked repeatedly to speak with a manager because I no one could tell me when the internet might be running again. Instead of transferring me to manager, I was either hung up on or transferred back to the main menu with no option to speak to the manager. Recently I have started receiving automated calls from CenturyLink letting me know my internet is still experiencing an outage (a month later?!) even though I canceled my service. I reached out to a representative through online chat confirming that my service indeed had not been disconnected. I cannot get through to anyone to get it canceled.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mrs. B. 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 requested to
disconnect services on September 5, 2020. The customer’s call dropped while
being transferred to our retention department. The customer called in again on
September 10, 2020 for the same account cancellation request. A disconnection service
order was processed for October 2, 2020, the end of the customer’s billing
cycle. Due to the cancelation date, the services billed through end of the September
billing cycle.
I agreed to credit the customer for the September
billing cycle as a show of goodwill. A credit for $81.05 has been issued to the
customer’s account, leaving a past due balance of $74.08. The customer is still
responsible for the past due balance prior to the disconnection request date.
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
Poor service. The tenants staying in my home called many times to complain. It's on record and they are willing to testify. I do not feel I should've been charged for the last, two months of service that just plain didn't work most of the time. I signed a contract and fully expected Century Link to fulfill their end...which is to provide a service. They did not. They provided a very partial service.
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 cannot find any reports on this closed accounts or noted that support the
customers claims that the service was not working as it should.Additionally,
most of the account charges are from DirecTV and cannot be adjusted by
CenturyLink. CenturyLink pays these as they are invoiced from DirectTV in
advance to make sure that the service does not get interrupted.The
customer had no contract that I could see on this, a residential account. If
this was set up in a residential home in a common area then it should have been
set up as a business account I have in consideration of the poor service claims
adjusted three months of service or $195.00.All
the remaining DirecTV charges as well any early termination fees incurred from
DirecTV will have be disputed with DirecTV. These are to separate companies and
we do not have the ability to access their billing systems or adjust each other
charges.If
DirecTV agrees to refund all or part of these charges, they would do so by
refunding the customer directly. At that point, any refund received should be
used to pay the outstanding CenturyLink balance.CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,S*** SExecutive Office
Case ManagerCustomer Advocacy
GroupCenturyLink
Response to the rejection:CenturyLink appreciates the opportunity to review the issues or concerns regarding the rejection that has been submitted by Ms. B.Here is some of what was stated previously:Upon review:“I cannot find any reports on this closed accounts or noted that support the customers claims that the service was not working as it should.“Additionally, most of the account charges are from DirecTV and cannot be adjusted by CenturyLink. CenturyLink pays these as they are invoiced from DirecTV in advance to make sure that the service does not get interrupted.”“All the remaining DirecTV charges as well any early termination fees incurred from DirecTV will have be disputed with DirecTV. These are to separate companies and we do not have the ability to access their billing systems or adjust each other charges.”“If DirecTV agrees to refund all or part of these charges, they would do so by refunding the customer directly. At that point, any refund received should be used to pay the outstanding CenturyLink balance.”Just to add to the previous reply and this reply, the two products are interdependent on each other’s service. The customer could choose another Internet provider if the CenturyLink service was not meeting their needs. as stated before, CenturyLink had no contract verbally or written worth the customer and the only contract that the customer would have would be with DirecTV which is recapped and signed at the time of the installation. The last 90 days of the CenturyLink charges have already been adjusted and the remaining charges from DirecTV are valid and will be sustained.Again, CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,S*** SExecutive Office Case ManagerCustomer Advocacy GroupCenturyLink
Complaint: ***
I am rejecting this response because: Same response from Century Link so same response from me. I have witnesses so do what you must. A good company would try to work with the customer to resolve the issue. I'm not just making this up. As you can see from the credit you ran when you started my service...I pay my bills. I, however will not pay a bill for a service I did not receive. You know full well you service is terrible, in my area. Many complaints. Make it right.
Sincerely,
S*** B
Note that before I filed the complaint with the Revdex.com I tried to request a supervisor at Centurylink but was sent to a chat line. I have tried for the past year to have my internet repaired. It has only worked about 3 times all year and when it did the speed was so slow that it was not functional. I have requested that a technician come to my house to see why it isn't working as it should. Instead they sent a new router which I installed but that still has not resolved the problem. I have consistently paid my bill but have had no or very little service. I am not happy with the support or the service and am limited in my area to other service providers. I need internet for my job and depend on CenturyLink for service. I appreciate any and all help you can provide!
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Ms.. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I verified
Ms. reported service issues on September 11, 2020. A technician was
dispatched on September 14, 2020, the trouble was isolated. CenturyLink’s providing the customer the
best internet speed available, 512Kbs at the service location. According to our
records, the customer's internet speeds are stable with no further trouble
reported. The customer is on the lowest cost pricing inconsideration to the
internet speed availability.
The customer will review all options with
her daughter and follow-up for further discussion.
CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced. Sincerely,JJ
*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
I’ve been trying since last year, both by phone and online chat, to cancel an internet service with Centurylink. The internet was never connected, as I’m sure they can see in their system that internet was never properly connected or working. I’ve returned the equipment (sometime at the beginning of the year) and they continue to charge me monthly for a service that I’ve never had, and my bill is now in excess of $700. Each person that I talk to tells me they will disconnect the service, and still I’m charged.
CenturyLink has completed a review of the complaint filed by Mrs. ***-*** in regards to CenturyLink services she requested to be canceled in 2019 and continues to be billed for.
An order for new phone and internet service was submitted to CenturyLink on 11/26/2019. On 12/4/2019, Mrs.-*** contacted CenturyLink via chat requesting to cancel the service. She was directed to contact CenturyLink directly at due to disconnects must be processed through the Retention Department. There is no record of any calls received after 12/4/2020 requesting to cancel services therefore the account remained active and continued to be billed. Due to Mrs.-*** attempted to cancel service via chat and no usage could be found, the account has been disconnected effective 10/7/2020 and has a zero balance. If any new bills are received, the customer is advised to contact CenturyLink directly to resolve.
At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I place and order with century link back on 8/27/20, I receive a confirmation email, text then a fallow up robo call all verifying my appointment on 9/3/20 no tech showed up. I called century link they had me wait on the phone 1 hour 2 minutes after the representative pick up they took all of my info. after 27:30 minute wait they informed me that the tech cancel the order on his end because he did not have the right cable. no call test or email was made to notify my of this I sat around all day waiting for him, just for him not to show up.
centurylink place a second order I had to wait other week for a tech for 9/9/20 on 9/6/20 the tech canceled my appointment no notice was given for the second time. when I contacted centurylink they told me that they did not know why my appointment was canceled. the best part in all this was when I got a bill from century link telling me that my order was completed and that they wanted payment. no tech has ever come to my home.when I called about the bill I was told that everything on there end shows that it was installed and is working.
now I still do not have service however century link still wants me to pay them 266.20 for the first month on a monthly play of 49.00.
Century Link placed an account into collections which I disputed with the collection agency, Revdex.com, and original creditor previously 2016. The account was removed from my credit and now again years later this account is again on my credit. The so called account is outside the statue of limitations for the state of Arizona and again I'm being harassed for this account. I request the Revdex.com to access previous documents regarding this account verify the facts including information from original creditor and EOS CCA (filed account) and that this account be removed from my credit immediately. This is again a violation of my rights under the fair credit act and I'm not happy that once again I need to deal with an issue that should have never existed.
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. After contacting Ms., I advised Ms.; CenturyLink would need more information regarding the debt in dispute to
further investigate the concerns. Ms. was unwilling to provide CenturyLink any more information supporting
her dispute. Ms. ended the call shortly after with no resolution.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
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
After using Century Link for over 7 years, I decided to close my account due to slow and poor service.
I called and canceled having June 9, 2020 my last day of service. I sent my modem back through UPS on June 22, 2020 and have a receipt to confirm the return.
I was told my account was canceled and would not be charged anything past June 9th with a cancellation confirmation number. In June, the full amount of service (which had been cancelled) was taken from my Credit Union account. I called again July 27th, 2020 and was given the same information and another cancellation confirmation number. Telling me that I would be reimbursed from my cancellation date of June 9th. I was when again charged for the month of July. I called again around August 13th and was told there was no history of me cancelling in June and that I cancelled too late in July for it to be affective on that billing cycle. I was charged again in August. I went to my Credit Union and filed a complaint on August 24th about Century Link taking out of my account after numerous tries to stop the payments. The Credit Union filed a Unauthorized/Improper Ach Debit Card Activity Form. I also changed my card number so they could not continue to take my money for a service that they were not providing. I then called Century Link again and was told that 2 of the 3 payments were reimbursed to me because of the credit union’s intervention.
I am now receiving phone calls everyday from Century Link to inform me that I owe those payments back to Century Link plus bad check fees.
I have never been harassed from a company before like this. I have always paid my bills. Century Link has caused my Credit Union account to go into my line of credit due to unauthorized taking of funds. This has gone on for 3 months with no resolve. I have spent hours on the phone and been disconnected, and transferred to employees that I had not asked to talk to. Each time I asked to talk to a manager, I was put on hold for over an hour and then transferred to someone else. Century Link refuses to accept my cancellation. I do not know what else to do. I think it is a fraud to continue to charge me for services cancelled and not rendered.
CenturyLink appreciates the opportunity to review the complaint
that has been submitted by Ms. concerning billing issues and the
disconnection of her CenturyLink services. Ms. stated that she contacted
CenturyLink and requested to have her services disconnected 6/9/2020. She
stated that she has contacted Customer Care after receiving a bill and
discovered the account had not been disconnected. She is requesting her
services be disconnected billing effective date 6/9/20 and to be reimbursed for
funds that were taken from her account without her authorization.After thorough research, records indicate the customer contacted
CenturyLink Customer Care on 6/4/20 and requested to disconnect her services as
of 6/9/20. The agent submitted the order and provided the customer with
disconnect order #***. The agent informed the customer that the service
would be canceled on 6/9/20 but would bill through 6/24/20 which is the end of
the bill cycle date. However, due to a system issue, the original disconnect
order did not process. Please note that on August 9, 2019, CenturyLink began implementing
the change to the proration of standalone high-speed internet accounts and
continues to implement throughout our service areas. At least 45 days before each implementation
date, customers that have standalone high-speed internet accounts received a
postcard that provides notice of the proration policy change and the
corresponding update to the CenturyLink High-Speed Internet Subscriber
Agreement. The notice advised customers that the service could be terminated
prior to their applicable implementation date, without penalty, in order to
avoid the new proration policy. If customers do not terminate service prior to
their implementation date, service will be billed through the end of the
billing cycle. Due to the implementation of this policy, the customer was
billed until 6/24/2020. Please be advised that the account has been disconnected and a
credit has been issued in the amount of 179.58 and will cover bill statements
06/25/2020 and 07/25/2020 as well as $40.00 for returned check charges.CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,Tonya ***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
There has been an outage to our internet due to an accident at the end of the road, this happened on 8/31/20. It is now 9/4/20 and not one person has come out to fix it or even look at it. My wife and I have called multiple times a day to get an update and we cannot talk to anyone. We just get an automatic update with an ETA, which keeps getting pushed back. Both my wife and I work from home and need to have an ETA on when someone will be out to fix. This is now affecting our jobs
CenturyLink appreciates *** giving us the opportunity to review the handling of his account. At CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.Upon review,This issue has already been escalated to the Federal Communications Commission. *** has already received a response for all concerns through the FCC process.JJCenturyLink Customer Advocacy Group
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
I canceled my internet service with them, 2 weeks before the billing date, but they took my money out of my bank account after I canceled and returned the equipment I had. I called them about taking the money out, and told them I wanted my money back, I was told that it would take until the next billing cycle, so I called them again and asked where is my refund, she said they were going to put it in the mail that same day and said I would get it within 5-10 days, well that time has come and gone. I still haven’t gotten my refund yet. So I’m hoping you can help me get it back. I need that money, because I’m on disability and they should not have taken it. After I canceled it!
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Ms. G. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I verified the account final
credit balance was refunded by form of check on August 25, 2020. The customer
was advised on August 26, 2020, the check can take 7-14 days to receive. 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
We have had Centurylink service for about 20 years. We've always had Caller ID, Call waiting, etc.etc. (all the bells and whistles)
About 2 weeks ago. Mid July, we have problems with our Internet, and phone service. Finally after 3 days, Centurylink came out and fixed the Internet and phone lines. However SINCE THEN, WE DON'T HAVE CALLER ID. We have called on a daily basis to report this issue. EVERY TIME WE GET PUT ON HOLD , OR WE WE REQUEST THAT CTL CALL US BACK THEY WILL AFTER ABOUT 2 HOURS AND PUT US ON HOLD AGAIN FOR OVER AN HOUR EVERY TIME. WE EVEN TRIED THEIR SPANISH LINE....SAME PROBLEMS. ALL WE WANT IS A PERSON TO CALL US WHO CAN ACTUALLY FIX THE PROBLEM , AND quit transferring us from Dept. to Dept. I am a Retired Centurylink employee and it is a shame of how bad their service is now.
CenturyLink appreciates the opportunity to review the concerns regarding the complaint that has been submitted by Mr. G regarding the removal of his Caller ID calling feature after recent repairs were made to his phone line and the internet. He stated he has been unable to receive assistance in correcting this issue and has requested this matter be addressed and resolved as soon as possible.Upon receiving the complaint, I engaged the programming department for customer assistance. It was determined that the removal of the Caller ID feature was caused by a bad splitter located at the NID (Network Interface Device) and not related to a programming issue. Once the splitter was replaced, the Caller ID feature was restored and confirmed to be operational again per Mr. G.Please be advised we are experiencing higher than normal call volumes and apologize for the issues the customer had trying to contact our Customer Care team. Please know that we are working diligently to address all of our customer's concerns and needs in a timely manner. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,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,
A*** G
The problems were eventually fixed, however it took several attempts. I realize CTL is busy, but one of the complaints is the "wait time" , and then after speaking to Rep. and explain the problems, they transfer you to a different rep two or three times. We appreciate the effos by Centurylink. But I did request that the centurylink people use the same 800 numbers and see how long the waits are.
due to COVID-19, we have to WFH for customer meetings and school activities. The service is down (for the entire community) due to maintenance with no notification on phone / text / email, nothing. Even after it is back online, still no any communication. Yes, billing emails are still delivered on schedule as a side note.
CenturyLink appreciates the opportunity to review the concerns regarding the complaint that has been submitted by Mr. *** regarding a recent outage. The customer stated he has to work from home and service was down for the entire community due to maintenance. He stated they were not notified of the outage and is requesting a full month of credit for the outage. Mr. concerns were forwarded to CenturyLink repair to investigate the recent outage. Records indicate the customer contacted the repair team via chat on 9/4/20 requesting credit for the outage. Repair indicated that the outage was discovered on 9/3/20 and restored on 9/4/20 with repairs to a DSL card. At this time, there is not an automation designed to notify customers of outages. The customer can contact repair if an outage is suspected or visit HSI.COM and click on Service Shooter and it will notify customers of any known outages. The customer has the option to leave their contact number if they wish to be contacted once the outage clears.An out of service credit was applied to the account on 9/4/20.At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.
Complaint: ***
I am rejecting this response because:
1. A few Century Link customer service folks communicated with me that they could not find any outage record from their system, so blaming me (a long time customer) was lying with the report, and they cannot do anything about my concerns. I would like to see Century Link to take immediate action to correct internal system for a better customer service experience.
2. I have my cell phone in Century Link system from day one, and I didn't receive any outage clear notification what so ever. Please help to check how this could be set up.
3. When people are WFH, and so many work/school related meetings are scheduled on calendar, the service shutdown suddenly has HUGE impact to people's life, job security, and so much. I heard this is a scheduled repair, which could be communicated way better, so ppl can plan accordingly. Energy/Water or other departments are following the same rule to send notification before the event whenever possible. I urge Century Link to CHANGE their attitude of how to serve community.
This is not a $5 credit back issue, it is much more than that.
Sincerely
I have tried to resolve the issue with century link on three occasions. I pay for 10mb of internet service and never have we had any consistency with receiving these services. When I call they run a test and in that moment we will receive the 10mb we pay for, but when we hang up the phone it returned to much less then what we pay for. Today is no exception. I called and was on hold for 1:52 minutes after being transferred to multiple people was disconnected led. I’m currently on hold as I type this complaint for another 45+ minutes. (Still holding). No resolve, or contact. After 30 minutes the gentleman stated he did not help people from Missouri. (***). I also spoke with a supervisor ***). I should receive what I pay for. I’ve been a customer for 5 years and we have suffered for the entire 5 years. I feel I’m being robbed or taken advantage of over and over and over again. It is not right. My neighbor upgraded her service with centurylink but I was told the upgrade was not available for me? I feel I’m being segregated/ treated differently. I have asked for a supervisor each time with no results. It is a joke, how they care for their customer is a joke. I’ve been placed in a circle of being put on hold for hours hoping I give up. I have a record of my hold time I would love to share. I have heard every promise and slogan during my time on hold. They state their mission is to connect their customer digitally with fast and secured internet. They also say it is important they provide fast and safe internet to their customer. They do not provide what I PAY for. ALL statements they say are UNTRUE.
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: There are a number of factors that determine what service and speed are available
at specific locations. The specifications on the customers service indicate
that the signal to the modem is at or above the purchased rate.If
the customer is getting varying signal transfer via Wi-fi, this is not a guaranteed
rate of speed and may not be the same as a device plugged directly into the
modem.I have
looked at the customers specifications over the last 30 days and the technical specifications
indicate that the customers service is at or above the purchased rate.CenturyLink
monitors its network performance in all areas and determines if the servicing
equipment qualifies for an upgrade, this based on several considerations. In
this case the cost to upgrade the terminal does not show the ability to return
a reasonable rate of return that the investment would require to upgrade the
circuit and will not be upgraded in at least the next 6 months to a year , if
that.As
for the agent that indicated he could not help due to the customer being in Missouri
that is because the customer called a number that is associated with the area
related to the legacy *** area, not legacy CenturyLink area.All
the phone numbers needed for technical support, billing or general customer
service are listed on the front of the bill.CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced.Sincerely,***Executive Office
Case ManagerCustomer Advocacy
GroupCenturyLink