Lumen Technologies

I received a e-mail from Centurylink on 08/21/2018 stating my account was past due, I did not go to website until 8/23/2018 when I discovered my account log in did not work, I then proceeded to live chat with one of there Reps online, she stated that my account was over due by $490 and that no payment had been made since 3/2018, I informed her that this account was on {AUTO PAY}, she could not tell me why funds were not taken out but went on to say that my monthly statement would have shown the account not being paid, {my account was paperless} I told her I never get e-mails from Centurylink, she said it probably went to {Spam| I went back 2 months in my Spam folder and nothing from Centurylink. I was tossed around over the next 24 hours by either being hung up on as soon as I said Hello or disconnected after 20 minute wait. When I finally got to speak to live person on cell phone it was the next day and they said there was nothing they could do, so they closed my account and said I owe Centurylink $490.00 When I signed up for just internet services with Centurylink I was promised a bill for just internet would not go over $39.00 as long as I signed up for [Auto Pay} which I did. From March of 2018 to August of 2018 is 5 months $490.00 divided by 5 months is $98.00 per month for just internet.

I have a bill from century link for returned items that went to collections.
I spoke with century link on multiple ocassions and was assured all equipment was returned and had a $0 balance. Century link still sent account to collections and has now hit my credit report

Centurylink has been our service provider for internet, phone and TV. Our house was destroyed in Hurricane Harvey. on Aug. 25 2017, within a week we called to cancel service. We continued to be billed throughout the year even though we have called no less then 7 times to get then to stop billing us and refund our money that was auto drafted from our bank account. Each time we called we were assured that the billing would stop and we would be refunded. That never happened and we have been continued to be charged. We have all this documented.

I have been trying to obtain internet service at my property for 3 weeks. I have stayed home multiple days waiting for service that never arrived, or wrong people dispatched to my home. Most recently I had an appointment for 8/24 between 3 and 5pm and when nobody showed, Century Link claimed my appointment was 8/21 and nobody was home. I'm going to choose to believe that this is incompetence rather than a bald-faced lie, especially seeing as I HAD NO APPOINTMENT ON 8/21.

After I called on 8/24 in the end I was rescheduled for 8/30 which will make it 4 WEEKS trying to get internet. I have no confidence that someone will come even on 8/30. I have called Customer Service more times than I choose to count, and although everyone is polite enough, there is no sense that there is someone taking responsibility to ensure I get something even resembling service as a customer. It's amazing to think that I have not even ENTERED into service relationship with a company and that I'm already deeply regretting it.

I have contacted CenturyLink multiplr times I can not have stable connections I had multiple technicians out and can not get resolved I had to contact customer service and tech support no resolution. I contacted them was informed I can get another account 2nd modem to have stable connections . I had no choose to get another modem and pay more for service that was not getting in the begin techs have come numerous time and drop my speed that are not usuable and yet I have to pay monthly last tech thay came out informede I can be moved to another switch box and be at 10mbps my order was compeleted and was lied to yet again was informed can only get 3 I am only get
0.97 mbps not ussuable this company had lied numerous time I got reeled in to add another modem to my account and pay more and still can get sevice

It blows my mind how unprofessional each and every person who I've talked to is. I've been hung up on multiple times when I call, called stupid, and none can answer a simple question. I've been on the phone with them for 4 hours today and was hung up on by more than 15 people. In addition I was told when I signed up for the simple pay promotion that I would be receiving a $100 (or $150, not sure this was for over 2 months ago)
Someone needs to fix this, but lets be serious here. They will not do a thing to be nice, professional and help out their customers.
Reading through all these reviews, good to know I'm not the only one who has gotten screwed by them.

I've been trying to cancel my internet service with CenturyLink and they keep ignoring me. After making several calls they kept transferring me to different departments, they keept me waitng for long periods of time and then they hang off the phone on me. After calling more than 9 times a lady assured me that my service had been cancelled but she denied me a cancellation number or an email with a cancellation number. She said the line has been disconnected but as today the service still active. I'm trying to prevent them from charging me additional service fees but I don't really know what else to do to make them cancel this service.

***
I have DSL service only.
Phone on account

CenturyLink has essentially placed me in the dark ages of Internet for the past two years and flat out refuses to fix the problem, although I'm still a paying customer. Now, I have no internet and no tangible plan to get it back. Background: the internet speed I have been promised is not what I have ever gotten. I was told from the beginning that there is damage to some of THEIR infastructure that provides me with the horrible service I had been getting and that one day it would break all together. If there was even a sprinkle of rain, I could lose my internet for days. However, just as they predicted, because they were unwilling to fix the problem they had known about for years and now I have NO internet. I at least had internet occasionally before, although still I didn't receive any of the services promised.

Now that I have no internet, they continually make appointments and promises, don't show, and then push the appointment out further. Plain and simple, they do not want to spend the money to fix this problem; they want me to continually pay for a service I do not get. Their customer service teams are there as a placeholder to placate clients and shut them up until their "next appointment", which likely won't happen. CenturyLink unfortunately has a monopoly over any rural property, rendering homeowners and renters helpless, and they are HAPPY to take clients on, knowing full and well they don't have the people or interest to support their needs.

Furthermore, earlier this summer when I didn't have internet for weeks, I was promised a reimbursement. Never happened.

Words to describe CenturyLink: Liars, crooks, thieves.

NOTE: Before filing this complaint, CenturyLink asks you to contact them directly and ask for a supervisor. The supervisor had no interest in talking to me. Every single employee has their hands totally tied, they know they can't fix anything, do anything, help anything.

we originally signed up with Century link for our phone and internet service when we opened our business. Before the contract was up, I received a call from Centurylink from phone number 844-803-9694 and a man named Steve that said he was doing an account review. We were informed that our phone bill could be lowered. Our original bill was $123 and we agreed to renew with him at a lower rate, which was $88. We have been paying that new rate ever since.
This month we received our phone bill and it jumped to $123. We called century link and were informed that there was an error on the part of Century link at the renewal time which was now caught and we were going to be charged the $123 going forward. We do not agree with that for that was not our contract price so we decided to change companies. Centurylink informed us that we would have to pay an early termination fee if we left because we are under contract. We have contacted centurylink three or four times about waiving the termination fee since it was them, not us who changed the terms in the middle of the contract, and have even spoken with a supervisor with absolutely no results. All we are told is that they cannot honor the rate we agreed to, and they cannot waive the termination fee. We were then directed to their legal department.
We either want to finish our contract at the rate we agreed to, or have the termination fee waived to go elsewhere. I do not understand how they can change the price in the middle of the contract legally, and then hold us to staying with them though the duration of the contract. If they change the price then they are breaking the contract, so we should not be held to a early termination fee.

If I could give CenturyLink 0 stars, I would. There is no end to the madness that is this company. After 3 years of spotty service, we moved to a new house and asked to switch the service address, which they agreed to do 6 days after we called. When we moved in (4 days before service was turned on) we realized we needed a jack installed, so we called back. They told us they could get someone out on August 21st, which was 7 days after they turned the service on. On August 20th, we called to confirm the appointment that was anywhere from 1:00 PM to 5:00 PM and were told that we could call on the 21st and get a more specific time that the technician would be there. I took time off of work to be at my home during the time they told me to. I called to get an ETA and after spending TWO hours on the phone with these horribly trained people, found out that they did not schedule the technician correctly. I was very upset and told them that I could not take more time off of work, but that we really needed internet (I have medical devices that I upload to my doctor every week). They told me they could have someone come out the next day. I told them that was unacceptable, so they offered to give me $100 visa gift card. I told them no, so they offered to waive the installation fee. I told them I would have my husband there for the installation the next day. They came back and told me they actually could not get someone there until the 27th!!! The lady on the phone then proceeded to ask me what she could do to receive a perfect score on the customer survey about the phone call. What?!
My husband called back that night to cancel and was told that they could override the schedule and get someone there the next day... I can not believe the horrible level of service I received from CenturyLink. I can not believe they are still in business. I ended up calling *** and getting service turned on as soon as we bought a new router/modem.

Was lied to by staff, told I needed to switch accounts so she could get commision. She lied to me about why she wanted my social and ran a credit check when she told me she wouldn't. My speeds are so choppy, I clocked them at 4mbps the other night and I pay for 60. Today on the phone while the guy said I was currently running at 60 I checked, it was 50. Another lie. This a lying company that needs to be taken down immediately. Since I signed up 3 months ago I have literally spent 12 hours straight on the phone with them just to take care of my service.

They will not let us cancel our service. We are under no contract. When we tell customer service that we want to cancel because we moved, they hang up on us or mute us. We have called dozens of times, different days of the week for two months now. Every single time we are muted or disconnected without notice.

This is more for PRISM, Centurylink is not training and ensuring all employees know what is available and what they can offer. And if they are recording phone calls then why can't they go back to the recording to know what has been offered.
I believe this is a bait and switch type to program. Get you in claiming one price and when you receive your bill it's a different amount. I was intentionally lied to regarding the monthly charge, and the offer of a 250 VISA card, which I never got! I had no choice but to cancel and they continued to bill me for several hundred dollars for the remainder of the 12 month service and now sent to collection with an incorrect amount.
This is not fair nor right and I hope the Revdex.com will look to regulate this. I see in Seattle there is a separate place to complain and regulate cable companies.
This is straight up fraud.

1st of all they always lie about prices and discounts and fees. 2nd they always over promise on their speeds and are always less. 3rd they always have connection issues like no internet a whole day about 3 times a month. 4th Their customer service is appalling. 5th When I called in a week before 7/27/18 telling them I am moving and to cancel service they said ok. I told them I'll be moving out on 7/27/18 and to cancel that night they said they cancel in the morning and I said I might need it a few more hours and the agent said I'll have it canceled on 7/30/18 and back date it to 7/27/18 and you'll even get a prorated credit!!! Seemed simple enough NO NO not with this *** or should I say centurytel scammers. A few days later after I've already paid for new internet at the new address I get a charge pending for $75.99 which is WAY WAY more than I would usually pay anyway even if I didn't move and cancel on 8/2/18. I call them LITERALLY 10 times and spend OVER 10 HOURS ON THE PHONE trying to get this resolved I get transferred 20 times back and forth to different and same departments I WANTED To put a bullet in my HEAD!!! I asked for manager 3 times and I got hung up on 3 times. I finally got to a manager and she said to disregard the charge your account is canceled. I told her I was supposed to get a prorated credit for overpaying and canceling mid cycle. She said well you dont have an account with us anymore so theirs nothing to credit. I said I was promised a prorated credit. She didnt care and repeated the same thing. I asked why was it so hard to tell me the charge was false. No answer.
PS if they dont provide service at new house you can cancel without fee plus I was with them long enough to be out of contract ANYWAY!!! So I prayed the worst was behind me and over. NO NO on 8/22/18 I got 2 emails at 9:33am and 10:05am and 1 letter in the mail stating I owe another $7.60 THIS IS TOTAL ANARCHY and GOTTA BE ILLEGAL!!!! I WILL NEVER EVER CALL THIS COMPANY AGAIN TILL THE DAY I DIE!!! NOR WILL I PAY THIS!!! IF ANYTHING I EXPECT A REFUND!!! ALSO I disputed the charge of $7.60 that posted on my credit card on 8/21/18

On June 14, 2018 I went to the Centurylink website in search of internet services for the house we were soon moving to. The website had a portal that allowed you to input your address. The portal returned a response that said high speed internet (20 mbps) was available at our location, and that the cost was $45.00 for life, plus $100 to purchase a modem. I continued to the next page and placed an online order, #***. They assigned broadband # *** to our home.
The site gave me an installation date of; Friday June 29, 2018 between 8 and 12 pm. No-one showed up from Centurylink that day. This time slot completely interrupted my day, but I was there.
The following Monday I received a call from a lady indentifying herself as… calling from Centurylink. She apologized that a Tech did not show up. She said that the reason no-one showed, was because they needed a “part”. I asked what kind of part and she replied, “I don’t know… a part”. I asked why no-one called to cancel the appointment. She said; “I apologize for no-one coming out”. Then the lady said someone would be calling me soon to schedule an install.
Three weeks went by with no return call from Centurylink. I called customer service at an 800 number. The lady I spoke with was unable to tell me anything other than “It looks like your install is being held up in engineering”. I have to admit that this lady did everything in her power to help me. I was not happy with the fact that I still did not have an installation date, but was extremely happy with her efforts to help.
Finally, a month after enrolling for Centurylink service, I received a call for an install to occur on August 2nd.
In an effort to connect my home, the Tech-Nam V, had to access several line-pedestals to connect the necessary wires to have a feed to my house. One of them was full of bees, but he persevered. When he left I had 20 mbps internet and was extremely happy at this point.
On August 4, I was commiserating with a neighbor-***. *** is an IT guy for a large corporation and does some IT work from his home. *** said that his internet services went down about the same time that mine went up. It clearly appeared that he had been disconnected by Nam V while he connected me. *** had a centurylink Tech coming on August 6 to re-connect his internet.
In the mean time my internet quit working the evening of August 5th. I called Customer Service for repairs. Nam V came back to perform the repair. Coincidentally, another Centuryling Tech was repairing ***’s problem at the same time. The 2 Techs talked and worked their way through the problem each working in separate areas.
When Nam returned to my house, He said “bad news, there are only 6 pairs of wires on this road, and I can only give you 1 pair of them”. I asked if that would change my speed. Nam said “yes, to 10 mbps”.
On Thursday, 8/16/18, another neighbor-*** arrived to his cabin only to find that his internet was out. He called and a tech arrived on 8/18 to repair his service. This tech-Derek W said that there are 25 sets of wire cabled together that extended 2000 feet past *** home. According to my calculations, that 2000 feet extends to an area very near my home, which makes me wonder why I don’t have 20 mbps service.
I work a field position from my home. Ten mbps is inadequate for the reporting I do to the main office. In addition, my current service has to be re-booted several times per day.
The Centurylink website offered 20 mbps at $45.00 per month. I accepted this offer and paid the required fees. At this point we had a contract. Centurylink did not live up to their end of the agreement. All I want--- is the service (20 mbps) I’m paying for.

They will not let us cancel our service. We are under no contract. When we tell customer service that we want to cancel because we moved, they hang up on us or mute us. We have called dozens of times, different days of the week for two months now. Every single time we are muted or disconnected without notice as soon as they are sure we will not keep our service.

I am a long-term customer for over 20 years with Centurylink/Centurytel and currently
have PRISM TV service (plus phone and internet) with Centurylink. Recently, Centurylink crammed me into a 2-year PRISM TV contract without my knowledge and a Centurylink representative used misinformation and scare tactics to convince me not to cancel that contract. Please see below for a detailed description of these incidents.

1. Fraudulent cramming into a two-year contract

In November 2017, I contacted Centurylink to renew some TV service discounts that had expired. The representative I spoke to over the phone suggested to me to enter into a contract with a price guarantee for the contract time (one or two years; I do not remember). I told the representative several times that I did not want to enter into any contract. The representative then renewed some of the expired discounts assuring me that this was done without me entering into a contract.

In July 2018, I contacted Centurylink again, because I wanted to downgrade my TV package or cancel the TV service altogether. I was told by the representative that downgrading my TV service would result in a higher monthly bill as I would automatically lose all my current TV-related discounts even though they do not expire in quite a while. I was also told that I could not just cancel the TV service, because I had entered into a two-year contract in November 2017. The representative could not give me any proof that I had entered a contract; she only told me “it says here in the system that you are under a contract”. I was then connected to a retention representative and he told me the same thing that I am under a two-year contract.

I never received any written confirmation that I entered into a two-year contract. Also, nowhere on my billing statement is it listed that I am under a two-year contract. I explicitly told the Centurylink representative in November 2017 that I did not want to enter a contract. Century link put me under a contract anyway without my knowledge.

The current Centurylink practice of putting a customer under a contract without his/her knowledge is unacceptable. The customer has absolutely no means to prove that he ever agreed to the contract or that he is actually under a contract. This kind of business practice is fraudulent.

2. Misinformation and scare tactics

When talking to the retention representative in July 2018, I mentioned to him that I was considering cancelling the TV service altogether, even if I was under a two-year contract. The retention person told me that “Please be aware that breaking the two-year contract would be retro-active and it would cost you thousands of dollars in fees. It is better to stick with your current plan”. That sounded fishy to me but I did not ask for clarification from him. Instead, I called Centurylink a few days later again and talked to someone in billing. This person told me that the contract breaking fee would be $40 for each remaining month, which would amount to about $600 in fees, and not “thousands of dollars”.

It is therefore obvious that the retention representative was trying to scare me from cancelling the TV service all together.

3. Summary

The current business practices of Centurylink to cram customers into a contract without their knowledge, and the misinformation and scare tactics to try to retain customers is highly fraudulent and deceitful and needs to stop immediately. I am now stuck in a contract that I never approved and would have to pay $600 to get out of it.

On February 5th of 2018, I had to have septic work done in my back yard. The contractor cut my buried telephone line connected with Ceturylink. I immediately called Centurylink to arrange service reconnection. After several days nobody came out to address the problem. I called Centurylink back and they reschedled a service call - but nobody came to my home. After several attempts to have my phone service reconnected I called *** to set up internet voice. I live in Oregon and am an Adult Foster Care provider. State law requires my home to have a physical land-line telephone in case of emergency. I called Centurylink to cancel my existing account with them, and was told that *** had to port my number over first. *** did port my number over and I called Centurylink back to permanently cancel my account. They said they did, but the next month I received a billing for service. Again I called them back to cancel my account and was told that they had issued my a new account number. I did NOT agree to this account and I did NOT ask for one. They told me they would cancel this account but I continued to receive billings. I assumed it was due to a lag in the cancellation and ignored the billing. I have just received a final billing notice from Centurylink for $288.43 with a warning that if I did not pay in full my account would be placed in the hands of a collection agency.

Today I called Centurylink and explained the situation to 7 different employees ( I kept getting transferred) and finally was told that because they did not get a formal disconnect order after *** ported my old phone number, that this $288.44 charge is still valid. I have NOT had a physical phone iine connected to this address since it was cut on 2/5/18. I have NOT had access to any phone service from Centurylink since that date, and I have NOT had internet service availability from Centurylink since that date also. I feel that I do not owe for a service I was unable to use, and I should not be responsible for any charges from 2/5/18 onwards.

Please help me with this issue.

Thank you

I have been with Century Link since 2012 and I have had problems just about every year but since I move so much, for ease and convenience, have kept them. I had their internet service for 3 years at one particular address and then transferred it to a new home just up the road. The price I had and was quoted was not what I was charged for the bill. When I chatted and called (took me hours), they told me that to get the price I was quoted I needed to sign up for autopay and paperless billing, so I did that. It STILL wasn't the price I was quoted so then I called again and they gave me what they call a "loyalty promotion" which I come to find out is just another term for a contract. However, you don't ever see this "contract" or term commiment on your bill because with paperless billing, it lets you know via email what you will pay and deducts its from your account. Fast forward to a full year at this residential address, it came time to move, so I called to cancel. They wouldn't let me cancel via chat, although it is very hard for me to get on the phone with the retention team and wait 30 minutes to an hour on hold to speak to someone. The person who assisted me with the cancellation told me that from what she was seeing, there was no indication of a cancellation charge, and since I had been with them so long, it was unlikely. I asked the girl that if there was a charge, could I call back and get it handled, she said yes. I get my final bill, and I am charged a $200 cancellation fee, so I called the retention team back. I spent over 2 hours on this call with them giving me the run around saying I was responsible for the term commitment I agreed to and needed to pay the early termination fee, which I rebutted by stating at no time was I told this was a commitment, it was pitched as a loyalty discount. I asked as a loyal customer since 2012 if they could simply waive the cancellation fee and they will not. Century Link has shady pricing and business practices and treats loyal customers horribly.

Previous complaints made directly to Centurylink have been met with standard email responses. No steps to address directly have been taken.

Here are the events that led up to a call of August 10, 2018.

June 19, 2018 –
I Called Centurlink to upgrade internet from the current 1.5mbps speed to 20mbps. That took an hour and a half to accomplish, however that is not the point of this complaint. The result of this call was that a technician was scheduled for August 10, 2018 between 8 am and 5 pm to arrive at our vacation home on *** to install and test new modem that will be purchased from Centurylink. Received email with order details that provided the order number of ***.

July 2018 –
Called to confirm the appointment on August 10.

August 10, 2018 –
Called to see if a more specific time could be provided on the arrival of the technician. I spoke with 6 different representatives and was disconnected during one of the calls. All of the representatives were friendly and attempted to be as helpful as Centurylink’s policies and procedures allowed. There is no complaint against any of them. This complaint has to do with the Centurylink’s apparent lack of desire to improve, policies that do nothing to consider the customer, lack of communication and just general disregard to the customer. Essentially not putting the customer first and not “reading the room”.

I was floored to learn that my request (submitted a month and half earlier on June 20, 2018) was put on hold. The reason: a part had to be ordered so that the faster speed would be realized. The issue: the part was ordered on August 8!!! Two days prior to the scheduled appointment, not in June or even July!! One of the representatives stated that appointment was scheduled for December 31, 2020!! Wow!! Furthermore, I was not advised of this by anyone from Centurylink until I CALLED on August 10!!!!! I had to take a vacation day from work to ensure that I was there when the technician arrived (the service address is not my primary residence). The last representative I spoke with stated that the part requested on August 8 is expected to arrive around August 27. Then then part needs to be install (whenever that will occur) and only then can a technician be scheduled to install and test the new modem. Since technicians apparently don’t work on Saturday’s, I will likely need to take another day off of work to ensure I can meet the technician. I’d rather use my vacation for, well, vacation.

To recap the issues:
- Making representatives cross sell. Centurylink is lucky that I have one product…I’m certainly not interested in additional products. Read the room
- Not communicating to me that my order was on hold and therefore a technician would not be arrived on the appointed day
- Every call made to Centurylink takes about an hour and half…every time!! I’ve been a custom of Centurlink since 2008 (Centurylink’s records will show 2012 due to the purchase of a new mobile home at the same service address)
- No consideration of the customer. In this example, not having technicians work on Saturday when it’s likely the most convenient to the customer