Lumen Technologies

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.

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.

Through my cell phone comany I was offered a deal to add directly and CenturyLink to my phone package. This was in the middle of June 2018. CenturyLink asked for a $50 deposit which they took out of my account on June 18, 2018. They were suppose to hook up my service the following Tuesday. Tuesday comes and goes and nothing, this continuedoes for a month. I told them I didn't want to continue business with them anymore and I wanted my deposit back. Now mind you I never received service from them at all, it was never hooked up!!! I cancelled and was told I would get my money back by check form in the mail. Few days later I get a bill for 54.00 dollars so I called at first they said they put my $50 towards my bill and I now owed $2 or so. Again I never had service. After several phone calls I was told my account was cancelled and again I'd get a check in the mail. Almost 2 months after they took my $50 I still have not received my money it is now getting to the point I will be filing criminal charges if need be THIS COMPANY STOLE MONEY FROM ME AND I HAVE PROOF THAT THEY TOOK IT FROM MY ACCOUNT AND I NEVER HAD SERVICE. WITH THEM! I'd like what's owed to me immediately!!

We activated a business account with Century Link in Oct - 2017 but were informed we could only have a personal acct (run our business out of our home). They set up a personal and business account, billing us for both. We contacted Century Link on 22 occasions attempting to get this rectified to no avail. We were transferred 2-5 times each call, left on hold for hours, and then disconnected. We finally discontinued with CL when they couldn't get the billing corrected. We were refunded 177.00 and returned all equipment. Recently I received a collections amount for CL in the amount of 149.32.

I ordered Internet for my granddaughter who lives with me at ***. On August 8, 2018 on August 13 century link technician came to the unit to install Internet only to find out that he said he could not because the wiring was too old in the building so he was going to let the company know that he was not able to install and have my money refunded back to me in the amount of 122.07. my name is *** my granddaughters name is: ***. I am on a fixed income and are use my MasterCard over the phone to pay for their service to be installed I talked to CenturyLink representative on August 15 name data and she told gave me a hold of my money to be refunded only to find out that it never happened today August 16, 2018 I talked to six different reps at CenturyLink and each gave me a different story at the end of the last two reps number five and number six they told me that there was an error and they could not refund my money that they needed to send me a letter of dispute I couldn’t believe it they even asked to talk to a supervisor and the representative named Jeremy told me that the supervisor looked at the screen while he was talking to me and he said we’re not giving her the money back she needs to deal with that with her bank then I talk to Larreta second representative his name was Taylor he told me that there was an error and that I had a problem that I need to talk to financial services he said I had a personal issue with century link and that there was nothing else they can do for me I couldn’t believe it so I called my bank and they told me that they do see the Centry link took the money but they never did try to refund it back I could then called back and spoke to another representative and his name was Josh and he said that he was going to help me out and contact a supervisor as well Josh as well disconnected the call I did call back and I just got a representative and her name was Jan Jan said that she would get a supervisor to help me out as well when she got back on the phone which was 20 minutes later she told me that they were going to have to do a dispute and send me a check in the mail then she put me back on hold and then came back and told me that that was not going to happen that she would try to get a supervisor to get a hold of me on August 17 because she then said her supervisor left for the day This happened all before 5 PM Pacific standard time I am in disbelief that these people would not give me my money back I didn’t called to try to get a hold of corporate office only to find out there’s not a phone number to talk to corporate I am lost I don’t know what else to do I am asking for the better business Borough to please assist me in this problem and read fun my money back thank you

We called century link strictly for a quote and we ended up going with another provider. Without signing any type of contract or signing up for any services we were mysteriously given an installation time and a bill. After having to turn away an installation person who came to our office unannounced, calling to cancel the service three times, we still got a bill. We called CenturyLink numerous time trying to cancel our account. After being told our account had been cancelled numerous times, we still received bills for hundreds of dollars week after week. We were met with multiple hold times, rude customer service agents and even more rude managers, treating us like we were somehow in the wrong. Finally, after many hours on the phone with the company, we got our account zeroed out - only to be met with another bill a week later. The saga continues. The most recent phone call involved a supervisor who asked "how are you doing?" When we replied saying, "I'm angry because you have continued to send bills for a service I never signed up for," he sternly replied, "That's not what I asked," and ended the conversation by hanging up on me in the middle of giving me the reference number for the call.

I have repeatedly dealt with a billing issue since November, 2017. My request for an account service change (price and service speed) was canceled, multiple times, without a single notification or explanation of why. The following bills resulted in a higher rate. My refusal to pay new bills at the higher rate has left my account in delinquency multiple times, resulting in my account being credited multiple times...only because I called frequently to have adjustments made. Adjustments were made because I was obviously being over-billed. Their business practices are unethical, intentionally vague, and their billing and price breakdown are intentionally confusing. When dealing with issues over the phone, a caller is transferred to multiple departments, each one dealing with a separate angle of an issue for the same account and same overall problem. My second to last call on 6/14/18 lasted 1hr 39min 31sec and was transferred to 4 different people just to deal with my bill...ALMOST 2 HOURS ON THE PHONE to resolve an ongoing issue from 8 months prior that already had notes on the account and other complaints. I was offered two credits: one for $45 by a representative named Rickey, and one for $48 by a representative in management named Amber. Only Amber's credit came through onto my account. When I called today 8/15/18 to clear this up and close my account out, there was no explanation why this credit wasn't there and was told my account has too many credits to be given another one...except for the $80 credit they applied to my current bill (without me even asking for it) because I was "overcharged on my last two bills." Still missing the $45 credit from two months ago. I paid my balance in full (more than I should have) and closed my account.

I am a CenturyLink SimplePay internet customer and would like to cancel service. I have been trying to cancel service since Monday, August 13th. I have not been able to cancel service because every time I call the multiple numbers given to me by CenturyLink I am told they cannot help me and I am transferred to another department. I am still currently on hold (30 minutes) trying to speak to a supervisor to get the issue resolved. I am told that they cannot help me; that I need to be transferred to the retention department. I have been transferred to the "retention" department several times and they tell me they cannot help me either. I want this issue resolved immediately and a credit back for the days I have been trying to cancel service. Thank you.

My CenturyLink phone and internet service have required an unusual number of repairs due to no service or poor quality. CenturyLink's repairs have been slow and inadequate. I've had at least 3-4 over the last year, most recently about 2 months ago. Again on or about August 11, 2018, our service went out. I called to report, was told a ticket was made for my repair. Unbelievably, repairs were scheduled for September 4, 2018, 22 days later! This being unacceptable, I asked to have a field supervisor call me on my cell. I was promised a call within 48 hours, no phone call. August 12, 2018: 4 PM, received a text from CenturyLink from 19712424287: Your repair is scheduled to complete by 12 pm on SEP04. At 4:04 pm I received a text from 19712424299: Our records show repair ticket *** was canceled. Automated service said there was no ticket for repairs at my address. Had CenturyLink make two new tickets for repair today. I requested to speak to a supervisor, as directed by your website, before filing this complaint but was denied. How can I get help a local company representative, not someone at a call service? I just want the service I pay for fixed permanently.

I called in june to have my internet scheduled to be hooked up to my new construction home in july. I was told to call back when it was closer. I called back in july and scheduled for august after several long phone calls about verifying my new address!! Then they didn’t put in the system that it was new construction so when the guy came he left as he needed other things to be completed first due to new construction. He had my wrong number and I was told I didn’t need to be home by two different employees only to find out I did!! They tried scheduling me for two weeks out. I would not accept that. They then said the following week. They told me I had to be home from 8-5pm. I called several times to check and get a better time of service and to check and make sure they did what needed to be done so I could get service. Each time I was assured and provided no real information. I waited today for 6 hours and made several calls waiting over 30 min each time to find out they changed my service to the 22nd!! Each time I called today I got several people telling me several things like the wrong address and that the service was actually scheduled for the 22nd. It was another seriously horrible day dealing with this company and another day off of work!! Their final solution was to do the service in another week or so. I’m done and very angry. Wasted literally days of my life on this completely incompetent company!!

We have a Centurylink acct. For our seasonal cabin (Loon Lake, WA) that does not get mail. From the time we opened this acct we have told them to bill us at our Spokane address. We have yet to receive a bill, do not know our account number, continue to tell them to send the bill to our Spokane address, and today they said they couldn't help help us without the last 4 of the acct #. I went online to try to get help there (we used the phone from home all the other times), only to find out our service has been deactivated. I know I paid ~$85 last mostto hopefully cover something. We don't know what else we can do. We need a land line up there because there is no cell, wifi, internet, etc and I have had 2 heart attachs and my wife has bee alergies she needs epi pens for. Can you help us?

Centurylink constantly sends out pamphlets that state that finally in my area we have high speed internet that gets over 40 megs a second high speed internet. Then when I call in I am told that my area will only have 12 max. False advertising at its finest.

WE WERE TOLD WE WOULD RECEIVE FIBER OPTIC SERVICE, WAS ONLY A LITTLE FASTER THAN OLD DIAL UP INTERNET SERVICE. WE HAD THIS SERVICE INSTALLED ON 07/10/18. THEIR INSTALLATION TECH CAME OUT FOR 10 MINUTES INSTALLED THE INTERNET NEVER LEFT ANY PAPERWORK EXCEPT A POST-IT-NOTE WITH THE WRONG NUMBERS WRITTEN ON IT, (THIS WAS PART OF A PACKAGE WE SET UP WITH A SALESMAN VIA PHONE COULD NEVER CONTACT THAT PERSON AGAIN WITH PHONE # HE LEFT). OUR IT GUY CAME OUT THAT DAY, (ANOTHER COST) AND FOUND OUT WITHIN A FEW MINUTES THAT THIS SERVICE WAS NOT WHAT WAS PROMISED - SLOW AND COULD NOT HANDLE OUR NETWORK SYSTEM. WE TOOK CENTURY LINKS SYSTEM DOWN AND RECONNECTED OUR OLD INTERNET AND PHONE SYSTEM. WE ONLY HAD CENTURY LINK A FEW HOURS, I CALLED TO CANCEL AND GET SOMEONE TO PICK UP THEIR EQUIPMENT. CENTURY LINK ONLY DOES RMA, (RETURN MERCHANDISE AUTHORIZATION) FOR THEIR EQUIPMENT. I REQUESTED THEIR RMA. NEVER RECEIVED ONE AND HAD TO CALL BACK TO MANY TIME TO COUNT AND FINALLY GOT SOMEONE TO SEND OUT THE RMA. WE RECEIVE THIS RMA ANOTHER 2 TO 3 WEEKS LATER. YOU CAN NOT GET TO A CUSTOMER SERVICE PERSON TO DO ANYTHING CENTURY LINKS CUSTOMER SERVICE JUST KEEPS TRANSFERRING YOU TO ANOTHER PERSON AND NOTHING GET DONE. NOW CENTURY LINK HAS SENT US OUT AN INVOICE FOR $618.57 FOR LESS THAN 4 HOURS USING THEIR CRAPPY SERVICE.
WE WILL BE TALKING TO OUR STATE ATTORNEY GENERAL TO SEE WHAT WE CAN FILE ABOUT THIS ALSO. THIS COMPANY SHOULD BE CLOSED IN WASHINGTON STATE AND THE NATION. WE WILL NEVER PAY THEM THE $618.57 TAKE US TO COURT. I CAN SEE MAYBE A SMALL INSTALLATION FEE FOR THEIR INSTALLATION TECH., BUT THAT IS A MAXIMUM OF $75.00. EVERYTHING HERE IS COMPLETELY DOCUMENTED.

I have been charged a wrong amount for my Internet bill. My normal charges are 61.70 a month. There is a over charge of 24.88 on my August bill and they state because my promotions will be coming to an end in 2 months and that the promotion amount goes down the closer I get to the end. There is a difference of 20.00 from last months statement to this months statement for paperless billing and autopay. I told the Rep this but he refused to acknowledge it. I changed my bank info over a month ago which caused a return check fee which they credited back. They also stated that I was in a commitment which I never agreed to and stated that if I cancel my service I would be sent a early disconnect fee. When I signed up for service I was very clear to them that I would not be locked into a contract and they state it was not a contract. Evert ime I change bank account info or anything else, my bill stays messed up for months.

I was told three weeks ago that Centurylink was going to be installed and twice I was told they would be there between a certain time and no show and no calls. I lost two days of pto because of it. After calling them again about it I was transferred around so many times just to find out that there is no more available access in my area and they don't plan on adding any more. They are my only option for high speed internet in my area so I am just out of luck. Everyone I talked to gave me a different story. for the last three weeks. If this is the customer service they provide their current customers, I am surprised they have any customers at all.

I ordered services through Century Link, for internet and phone bundled with Direct Tv for my business. I asked for their fastest internet, VOIP Phone and four tv receivers with Direct TV with their news and sports package. The representative quoted me a price and I agreed to that price. The first bill came and the monthly bill was almost double what I was quoted. I've been on the phone with several supervisors to pull the original phone call as a courtesy to them. After 3 weeks and several phone calls, I still have no resolution. Century Link has agreed to cancel my contract, however, they have not contacted me in regard to canceling my Direct TV contract. The Direct TV service was ordered through Century Link and now Direct TV wants to charge me an early termination fee. This is unacceptable since Century Link misquoted their monthly fee. I would have never entered into the contract with Direct TV had the Century Link representative accurately quoted their monthly fee. I feel I entered into a contract under false pretense.

For the last two billing cycles I have payed my bill online as I always have. CenturyLink shows no record of me paying. I have had my bank confirm to CenturyLink that I have payed the bill and that CenturyLink has received the money. I was told by CenturyLink that I would not be charged a late fee while they investigated the issue. I have also been told by CenturyLink that this was a know problem that they were having. When I opened up my bill today I saw that I am being charged a $9 late fee. I have payed them the moneyed owed, they have received it and now are charging me more.

I recently purchased a new construction build in Las Vegas. The Internet provider listed in the papers provided by the builder was Centurylink, and the builder's customer service representative stated that Centurylink was paid to run lines to ***, where the new house is. Both of my neighbors in the cul-de-sac have Internet service through Centurylink, and the houses were build within the same time period. I have been trying to get Centurylink to service my address and install Internet access for over a month now, and each time I call I receive a different answer. When I initiate the call/order for internet service, I'm told that I am in a fiber area and they can provide me with 1GB internet. After a few days from when the initial order is placed, I find out that my appointment for installation is canceled without my knowledge. When I try to call and find out more about why it was canceled, no one can give me a straight answer. First they tell me that "lines were never drawn," then they tell me that "they don't service the area," or that "there are too many users in that area and they can't add my house to their service." I spoke to Pam from customer service, and she claimed that engineers would run special lines within a week so they can set up my services. That ordered was canceled by the field engineers with no explanation given to me. The only way I find out that they are canceled is because I call back and customer service mentions how "they can't service me." When I spoke to a supervisor, she mentioned that Centurylink does not even provide service in my State, which again, is a lie because my neighbors have it. She could not define what an "area" is and why it is only my house that does not have access. She attempted to say that there was also a limit on the number of customers they can have in an area, which apparently is a maximum of 2 houses, but she said she did not know where I lived. Both of my neighbors on either side of me, less than 10 feet away have Centurylink service, so the lines are there, and *** (the builder) paid Centurylink to run the lines. When I called back, the representative told me to "just get satellite internet." It is unacceptable that I live in a populated area in Las Vegas and cannot get Internet in an area that is serviced by Centurylink, and they just cancel my orders without telling me. When I initiate the orders, I schedule my work days so I can be there for the installation. They have ran credit checks on me, initiated an order for 1GB fiber blast Internet, and given me confirmation numbers to follow up with the installation. I have never seen any Centurylink engineer out in the area to even check the lines and explain to me why there is so much back and forth and why it is only my address that they cannot service for over a month. I am now forced to enter in with a contract for subpar satellite Internet because Centurylink lies and does not communicate with their customers. I need Internet for school and work, and having to live with any internet for over a month when I live in such a populated area with Centurylink customers around me and lines drawn is unacceptable.

For about a year and a half we have been having issues, (since Embarq and Century Link combined) with our phone and our internet. The phone issues we have had have been, internet going out when on the home phone, when calling or receiving phone calls there is static in the line. Our internet goes out when we talk on the home phone, there are many times during the day and night that the internet goes out, it may be for a few minutes or it may be for a few hours. On May 22 we called Century Link due to our home phone and internet both being out. After they ran their services, they stated that they did not see any issues on their end and would then send out a repair man to look at things and that the soonest they could get someone out to us would be June 6th, 2 weeks and 1 day later. When speaking to the representative, Nessie (?) they stated that they will put in for us to get a discount on our next bill due to being without the services for so long. We did not receive this. When looking at the June bill we did not think that the discount would be on that bill since we called towards the end of May. When we received the July bill, we noticed then that our bill has gone up instead of going down. We called on July 2nd, to discuss this and spoke with Kelly, she stated that there was no discount processed and that there were no notes that the person we talked to on May 22nd, told us of a discount. We were transferred 2 times, one of those times we were hung up on and had to call back. When speaking with the last person, Jose, he told us that the discount would take 30 days, it had to go through the billing department and we would see this on the August bill, he also told us when asked about why our internet goes out when on the home phone, and he stated that there was an outage for over 300 people in our area. We then spoke with Edward the Tech Supervisor and also explained to him that when we talk on our home phone that the internet goes out, he stated again, that currently there was an outage in our area for over 300 people. When discussing the issue about the discount not receiving some compensation for being out of service for those 2 weeks and 1 day, he stated that it had to be sent to billing and would take 30 days to process. Once we hung up from the phone call with Edward our internet was back on in just about 2 minutes. We did try to call the number provided on the Revdex.com for Century Link to file a complaint several times and it was all automated, there was no option to speak to a representative or a supervisor, it continuously would give another automated answer no matter what number was pressed. On August 13, 2018, we called Century link again was hung up on once we asked for Edward the Tech Supervisor. We tried a second time and were hung up on again when asking for the Tech Supervisor Edward. Besides going through Direct TV or Dish (which we currenty can not afford) Century link is our only choice for internet and phone services and this is very frustrating when we pay for services monthly and it is not up to good standards.

The issue has a couple points.
One: I was never told the promotion I signed up for (price for life) was a special division of CenturyLink and any inquiry or issue would have to be passed off to a special department. The disservice means longer wait times and transfers because normal day to day customer service reps could not assist me and they wasted my time not knowing I was in this special department until after bringing up the account and doing research into the issues.
CenturyLink failed to notify at point of purchase that the service was going to require extra time any time an issue arose. They provided no contact info for this special department and no way to contact them directly. I only found out after wasting time with other agents that could not provide simple services on my account.

Two: Due after calling in to transfer service, CenturyLink informed me there would be a transfer fee in the form of a "connection fee". I would have to prepay this fee as well. I was unsatisfied with the additional fee and requested an exemption or reduction. The agent placed me on hold, came back on and continued with the process just like I had agreed to pay the fee because I was on hold. Like a little game, she tried to make me feel like it was no big deal and had to pay for the tech. I felt like she was being unethical by simply ignoring my request and was going to cram my account with a transfer fee.
I refused and requested to be disconnected.

Three: although CenturyLink agents can issue a disconnect order, I was again placed on hold for transfer to the "loyalty" department for the disconnect. When that agent came onto the call, again verifying information due to the cold transfer and wasting my time, the agent made no attempt to keep my service. He only offered to disconnect the service that day.
I am moving and in need of my service until my move out date, approximately for 10 more days. The agent bold faced lied that the service could not be disconnected on a future date and I would have to call back in again (more wasted time) to disconnect the service on the exact day I wanted service to stop. They know that they will not be charged with the disconnected account and can mark it as a 'save' by making me feel like I could not discontinue service at my requested time.

Final point is this Price for Life promotion was never explained that is was a "PrePay" Service and any unused services would be forfeit. CenturyLink is essentially slamming the customer that discontinues service by not refunding unused monthly portions of the service. A prorate has always been part of the regular service and since they do not tell you that this new Price For Life has special, hidden fees, the refund should be at the point of disconnect, not for the remainder of any month not used.
When this service was ordered, it was just order on their click to chat and they said they had a promotion. They never told me it was outside of their normal products and had to jump thru all these special hoops or that it was even a 'prepaid' account. I was just signing up for auto pay to simplify the billing.

There is no contract. The simple verbiage used on their website claims "cancel at anytime". I am sure that instead of customer service, the agents only cared about their performance numbers.

Here is their text directly from the website. (I only found this after researching it. Not being informed by the Customer Service rep at point of purchase)
I have highlighted with CAPS the text regarding cancel at any time.

PREPAID Price For Life High Speed Internet Service: Service and offer are not available everywhere. Limited time offer. Only available through on-line sign-up at centurylink.com/simplepay. Rate is available to new, qualifying residential customers who reside in qualifying locations. CenturyLink provided modem may be required for High Speed Internet; lease ($10/mo. fee) or a one-time purchase (up to $150) option available (S&H applies for overnight delivery, if requested). Self installation, if available at customer’s location, may be selected at no charge. A professional technician installation fee of up to $99 may apply, if selected by customer or is required due to network technology at customer location. MONTH-TO-MONTH SERVICE MAY BE CANCELLED AT ANY TIME. Offer requires monthly pre-payment with a credit or debit card payment only. Service will begin on the date your Service order is completed and each prepaid billing cycle is 30 days. Service automatically renews monthly until cancelled by customer. Prepaid payments for unused service will not be refunded or credited to account. To cancel, Customer must log-in to account portal and click cancel to place the request. Plan cannot be combined with other promotions. Customer must remain in good standing and offer terminates if customer changes their account in any manner, including change of address (even if plan is available), change to service, and service suspension (Vacation Program) or disconnection. Other than promotional rates, plans with monthly rates that don’t change, and monthly rates offered with a term commitment, your monthly rates for services, leased equipment, fees, or surcharges are not guaranteed and may increase during the time of your service.