Lumen Technologies

Small business account # 9705659130
I have called customer service to terminate service on this account several times over the last few months. The service is spotty at best and the customer service is even worse. I've been transferred a billion times each time I called, unable to get a person who could tell me when that billing cycle ended and could disconnect service for me. I have attempted to email my business account "manager" and today clicked the chat with us link on a billing email from centerylink for my business account, which for some reason took me to residential customer service. They told me they could not help me and gave me a link to go to small business chat support, which told me there were no chat agents available. I want a box to send this router back and my service disconnected so I can switch to a local provider with good customer service.

I started complaining for repair after a tree went down and knocked down the internet cord on the ground. CenturyLink came out and literally wrapped the internet cord around the tree that fell. I can provide photos. CenturyLink has records showing during storms multiple homes lose service in my area because they told me the last time internet went out that 10 homes are out of service as well. CenturyLink has sent guys out to: look at the cord, check the data on the pole and tell me that they will escalate the problem to be fixed, but that they can't fix it. It has to be sent up the line to the next level and no one else has looked at this downed cord except the couple maintenance guys that have come out several times. CenturyLink sends the same guys to do the same thing, and when I call back to CenturyLink they have NO records of anything happening at all. No notes on my file, no notes of the guys coming out to check or data received to them, and then my complaint just starts over and over. Yesterday, I called again and they are sending out the same guys again next week to do the same thing and there's no resolution. CenturyLink will not replace the 200ft of cord they've told me they need to replace and they need a bucket truck to do it.
I'm paying for a bad service with CenturyLink and paying full price. They know they're offering me a subpar service and don't want to fix the issues. I need help as a consumer to get CenturyLink to do their jobs and fix the bad line. Every time it rains the service goes out or the quality of service goes way down in multiple homes.

The last two (2) billing statements I received I wrote a check and mailed back within a couple days of my receiving. There were at least ten (10) days between the day I mailed these checks and the due date on the bill from Century Link. I would wait to see when the checks cleared my bank. Neither time these checks cleared by the due date forcing me to have to pay by phone or on-line to prevent being delinquent. Within a couple days of me paying by phone or on-line my checks would then clear (but after the due date). I don't believe it should take that much time for a check to be processed so I question how processing of checks is done at the facility to which they are mailed. I receive mail from Century Link almost monthly pushing to have my account enrolled in auto pay. This is not an option I wish to take as I like to still pay by check. It is becoming my opinion that the slow processing by Century Link may be purposeful so that I will be charged a delinquent fee, almost forcing me to enroll in auto pay to prevent delinquency.

Hi, I called CenturyLink and DirecTV in early August, paid my bill in full and asked when the date was that I needed to call and cancel DirecTV to not have the charges put on my CenturyLink bill. Both CenturyLink and DirecTV told me as I typed their every word into my computer, that for my September due bill to be just my wireless service ($45) that I MUST cancel DirecTV by calling DirecTV on or before April 27, 2018.

Today, August 21, 2018 I called DirecTV and cancelled service and paid the $160 early termination fee.
Today, August 21, 2018 I called CenturyLink to find out why my bill was $134 instead of the usual $110 and they said something about my billing cycle reseting on the 15th of the month and due on the 5th of the month which is totally not what they told me before.

I have struggled with CenturyLink here in North Carolina for months with them charging fees I shouldnt have and messing up my account and I am broke poor, disabled, my house is trying to kill me (mold) and fall in on me (rot) and I am just crying out of frustration. I do not have $110 to pay in September much less the $134 they are telling me I have to pay. Everyone in my tiny town hates the company because they promise us and tell us things that flip on us, they "accidentally" disconnect service and we have to pay to reconnect. We lose service frequently and if it's not fixed by the person on the phone then we have to pay for them to come out and fix it. It's just not right that they are taking advantage of us because they are the only internet provider available to us right now. I really hope the Revdex.com can stand up for me and get this company to do what they originally told me they'd do which is that if I canceled Directv by August 27th, then my September 5th Due Bill would only be for internet ($45).

I cancelled my service with centurylink in August of 2017 and was notified that although my account was paid in full, upon receipt of a shipping label I would need to return their modem back to them. I forgot to send the modem back until I received a past due notification a few months later. Upon receipt, I did send the modem back to centurylink and received a tracking number for it. After the return I received another past due notification and called centurylink to confirm they had actually received the modem and was assured that they had and my account now reflected a $0 balance. A few months later, I received a notification on my credit report of a collections account with CenturyLink for the same amount. I called them again and spoke with a woman who confirmed that the modem had been received and the account closed and there was $0 due at this time and the issue would be resolved. 3 months later my credit score has dropped almost 100 points. I filed a new complaint with the credit bureau contesting the legitimacy of the account stating that it was not a collections account and was paid in full. The company rejected it and upheld the collections status. I have now called in yet again and spoken with a representative who confirmed that the account shows $0 due and the modem was received... but then advised that credit was never actually issued for the modem.

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

Centurylink installed a cable from my telephone unit and ran it to my neighbors. This is encroaching on my property. To Centurylink, disconnect the cable or I will be forced to cut the wire and you can deal with it with the customer directly. You have 14 days to comply or I will cut the wire.

Century Link keeps raising their price from agreed upon price. When contacted about this issue they tell us they are changing it back to agreed upon price after we pay the bill which is double that. Then the next month it is still double and they have no record of the prior call. This has happened so often it is sickening. Unfortunately we have phone, internet and television with them and switching to different carriers is a hassle.

I received a notice of collections through ***. I emailed them to dispute the bill. This is the forwarded email with the detailed information of the situation:
To: Whom it may concern July 16, 2018 Re: collections notice Fr: *** I recently received a notice of collections from your company for a bill from Century Link. I am disputing this bill for these reasons: 1. I opened an account through Century Link almost three years ago. When I moved, I called the company and let them know we were moving and needed to transfer services. After a few weeks after the move, I noticed our plan had changed. The person who setup my new account told me that they could not offer me the same deal since I was in a different area and since I was in a contract they could not meet, they cancelled my services. 2. After cancelling the service, I received a check and stub showing that I was actually owed money from Century Link since I overpaid due to the package error. They sent me a check and I thought everything was done and over with. 3. To my dismay, a month later I received another bill. This time saying I owed the amount you are asking for. I called the company to see why I owed money and apparently because of the move, they had to make two separate accounts, one of which they never cancelled.(I was never informed they needed to make a new account either) In other words, I was being charged for two service accounts. They told me they would close the open account and I wouldn’t owe anything. 4. A month goes by and I get another notice saying I still owe them money. I call AGAIN and speak to someone, giving them both account numbers, and trying to figure out what is going on. I even offered to pay just so that it would not affect my credit and they would be out of my life forever, but the service rep assured me that I didn’t owe anything, that they could not make a payment on a zero balance, and that they would make sure both accounts were closed. I’m really perturbed that I received this notice. I went to great lengths to try and settle this and was lied to again and again. It’s really disturbing that no matter how many times I called and was assured I owed nothing, almost two years later I get this notice. I don’t agree with Century Link’s business practices and I would like this to be taken off my credit (if it has been put on as a negative remark.) I have spent many years rebuilding my credit, which is why I was so careful to try and resolve this issue. Please let me know when this is settled and cleared whether by letter, email, or a phone call. Thank you.

we have been waiting for internet service since last Friday. The installer never showed up after we sat here all day. We called and they said they would come on Monday and they never came. We still don't have internet. I work from home and have lost several days of work and I am behind on a huge project. THIS SERVICE IS DISPICABLE

I cancelled our service with Century Link back in March of 2018. During the time of cancellation the agent did not inform me I needed to return the modem. When the next month's bill came and stated I owed $87.45 I called to find out what this was for as I had payed the final bill with Century Link. After roughly 5-6 calls to customer service to get a return label, as they all apparently had trouble getting the label to mail to me, I finally received the label in June 2018. I returned the modem and it was delivered to Century Link on Monday, June 26 at 1:34PM. (The tracking number for the modem is ***.) I received another bill in July and called to determine why this had happened. I gave the agent the tracking number and all charges were to be removed. (This is the second time I have been told this as one of the agents promised I wouldn't be charged due to the inconvenience of requesting a label showing I have been trying to return the modem.) I checked my mail today, August 20, 2018 and have received another bill for the same amount. I called one last time to try to get this resolved. I was told by the agent that no one forwarded my number to an account specialist to close my account. The agent forwarded me to Rachael who informed me they could not close my account because of a system update taking place at this exact time. I am now being told I need to call back again. All told, I will have called Century Link close to 11 times to get this situation taken care of. Each time it falls to me to check on why I am still receiving a bill and even in this last case when the system was being updated I was told I need to call back.

Centurylink is my internet provider. Their service is slow and always has been but now I struggle to have internet service for my desktop computer. I feel there is something wrong with my line leading to the house. I had some landscaping done in my back yard several years ago and I feel the contractor they hired to move the phone lines messed something up. I have called them off and on for several years trying to get someone to listen to me and nothing ever gets done. They did send a technician out to my house to determine what the issue was but this did not fix anything. I think it made it worse. My internet connection through my LAN line that connects to my PC and modem is where the problem is. When I call for assistance they tell me I must have a virus and offer me a protection package that has done nothing but cost me extra money. I discontinued the protection package and still have the same problem as when I had their protection package. I have taken my PC to be examined for viruses and it checked out fine. NO VIRUS!! Please help with this issue. It has been going on for several years now. I get nowhere when talking to Centurylink customer service or Centurylink tech support or Centurylink at all.

I have had CenturyLink at this location for about 1.5 years and I haven't gotten the speeds ive been paying for at all. I have several photos, facebook conversations with CenturyLink and have called many times to have the issue fixed. My most recent technician arribed at my house on Friday, August 17th, 2018 to fix my speeds and packet loss issues. My speeds are still terribly low and my packet loss is horrific, nothing has been fixed. I have been paying CenturyLink for 25 mbps internet download speeds and have yet to recieve the correct speeds for even an entire month. Some days my internet does work correctly for a period of time, but its never very long. Im tired of paying for a product and not receiving the product I have paid for. I feel as if the company is stealing my hard earned money

I wrote to the CenturyLink corporate offices to resolve a customer service issue. They forwarded the correspondence to the Denver Support Center. The Support Center responded to my correspondence by sending a form letter telling me to look up the issue on their website. They failed to address the issue that I raised concerns about -- an issue that is definitely not on their website. It appears they didn't even take time to read the correspondence or listen to the cd I enclosed with a copy of a CenturyLink voicemail allegedly coming from CenturyLink.

I am in the process of buying a house. My loan company got my credit report and there is a collection from CenturyLink (***) for $308.26 on it. I am unaware of any payments that I owe CenturyLink nor have they tried to get a hold of me either by email or mail concerning this matter. I have no Contract with my signature on it with CenturyLink. While I had CenturyLink in the past, I often got charged for more than the price they agreed to. I did not receive the speed/quality that was promised to my by the customer service representative. In fact, when more than one person got on the internet the other person was bumped off. While the customer service representative(s) offered to reduce my rates the rate reduction went into effect on my bills causing me to call more than once with no good acceptable outcome. This forced me to go to another internet company in my area.

We signed up for internet and was told our activation date was August 6th. A few days later we received our modem and our activation letter saying it would be active Friday August 3rd after 5 pm. Since then (2 weeks later) we have had countless phone calls and 2 2 hour chats (resulting in using all my data and then some on my cell phone) resulting in their story of what needed to be done changing every time. First we needed the previous owner to disconnect. We did that. Then they needed proof we lived here. Done. Then they told us the previous owners had an outstanding balance. They wouldn’t do anything for us and kept telling us we needed to contact someone different. Everyone of those people were only available Monday thru Friday from 8-6. We have jobs and work those hours. It was unrealistic and totally unprofessional. I still have no internet and an extra $60 to pay on my cell phone plan.

I have been a loyal customer with Century Link for 19 years and bundle satellite, internet and phone with them. In January of 2018, I bought a new TV and when I had it installed the installers told me I needed an updated modem to support my TV so I called Century Link about this and they transferred me to a salesperson at Direct TV who advised they would upgrade my modem and offer better satellite services for 1/2 the cost so I agreed to a contract to get the upgraded modem. I found out today that Century Link has continued to bill me for the Dish services I discontinued on 1/20/18 through 8/2018. Even though it is evident I have not used DISH satellite since that time they will not refund me the $700 I've paid to DISH for services that I wasn't even hooked up for. Apparently DISH is upset with Century Link for sending my business to Direct TV instead of DISH which I requested when I called and I am stuck in the middle with them all saying there is nothing they can do about it because the DISH bills were not cancelled by Century Link or Direct TV when I switch satellite services per their direction.

This has been an ongoing process ever since I had a gentleman come to my previous address and encourage me to upgrade to a better plan. It wasn't a better plan it was a more costly plan that was a waste of money. I never got the Visa gift card as promised. They are a scam and need to be shut down. I finally canceled and now have an outstanding bill of 200 dollars from fees. They are a leach and make it near impossible to cancel. The customer service is by far the worst I have ever seen in a business

I had contacted the business about a week prior to my move and requested service and was told my service will start the day of my move in then everyday after my move in, I have been told three different times a tech has been out (I had rearranged my schedule and kids to be there for the tech who has never shown) I even called corporate headquarters who assured me that they would be out the next day and they never showed. I still have no service and everytime I call, I am told something different. Several times I have even been told my service should be on, I have been told they out my move in date as sept 10 as apposed to August 10th. I have spent countless hours on the phone and have even tried escalating to corporate who to this point has not been resolved.

I have been attempting to disconnect my service with Century Link for 2 months with no success. Upon calling for the first time, they advised me I would need to provide them with a passcode. I do not remember what the passcode is, so I verified all my other infornation. They were not satisfied, and advised me the passcode would need to be reset. I had my husband's email on file with Century Link, and at the time I started this process he was in the hospital. (no access to his email.) I sent them a certified letter requesting cancellation of service on 7/26/18, about two weeks after I started trying to disconnect this service. After not hearing back, I called again, this time recording the conversation. I requested a password reset be sent to my home in CT on 8/1/18. Not surprisingly, the passcode reset never came. On 8/17/18, with my husband finally home, I attempted to call and cancel service again. We asked them to send the password reset via email, and they did. However, when I provided the passcode to them, they said it was not the right passcode. I have a picture, and have the email we received from them saved. I requested to speak to a supervisor, who allegedly sent me three more emails with passcode resets that I didn't receive at all. I hung up the phone with them again, with no success.