Lumen Technologies

I have been a customer of Century Link for 28 years, first when it was ***, and then ***. I always could understand the billing statement and it made sense to me. In recent years (two years) the way I was billed was not understandable. I could not make sense of the bill, that became so high that I could no longer afford this company. However, the worst was in April of 2018, I decided to disconnect my beloved land line to save money. I was told that this would save me about $95 per month. This did not happen, and instead the bill remained high with an increase of the internet services and TV services provided by Century Link. If I disconnected a service, then the bill should be lowered. Furthermore, I made monthly payments (more than the monthly bill) to try and catch up. There was always a discrepancy of about $250 that I could never understand. It seem simple to me, I pay and Century Link decreases the amount I owe. This never happened. I am an elderly person with a fixed income, and it is unfair for Century Link to take advantage through the unexplained high billing.

The internet service that they claim to provide is anything but consistent. Over the last month I cannot count on both hands the number of times it has been down and once for a full week. The lack of customer service support during this time is just as bad. I have had several promised solutions and credits but none of them ever come to light.

I have had nothing but trouble with my internet access with Century Link. I have called them numerous times, upwards of 20 times I would think, regarding my slow or non existent internet. I pay $45 a month for 7 mgs of speed of internet. Shortly after setting this up I was told I would never get 7 but more likely 6. I am lucky if I get 5. Most of the time I can't connect to anything online and when I stream movies it knocks me off their service sometimes 3 or 4 times before I finally give up. When it does kick me off, meaning the internet kicks me off, I have to restart all over by putting in my password and going from there. I have called and called and called. It may be fixed for possibly a day but then reverts right back to slow speeds equivalent with dial up. The last representative did give me a 2 week credit, but this has been going on since I got the service back in April/May.

We had DirectTV services bundled and billed through CenturyLink. Service was cancelled March 16, 2018. DirectTV acknowledges that we are due a refund of $87.18 for the portion of the month that was prepaid. Unfortunately the refund, an amount neither party disputes, never came my way. They only disagree on who should issue it.

A number of calls were made to customer service departments of both DirectTV and CenturyLink. DirectTV directs us to CenturyLink to resolve the issue and CenturyLink directs us to DirectTV.

The AG office in Minnesota contracted DirectTV. DirectTV's response to the AG's office was that the credit balance was transferred to CenturyLink. Unfortunately, the AG office is unable to contact and mediate with CenturyLink due to separate a separate litigation matter with them. The AG office suggested that you all may help.

I paid for a service and I am not getting that service the service is about internet speed which I paid for in advance and they did not give me that service

Century Link is practicing fraudulent sales practices. On July 19. 2018 I called CenturyLink when I noticed my bill had increased by about $20 per month. I spoke with Jason. Jason told me my promotions had dropped off so in order to lower the bill he recommended the Essential Package which bundles 40 mps internet with 30 minutes long distance. Furthermore he said this would result in a bill amounting to $15 LESS than I had been previously paying. When promotions were in place, the monthly bill was about $75 per month total. Although I had unlimited long distance previously, I was willing to accept the change in order to lower my bill $15 to the expected $60 per month. When I called a few days later on July 23, I spoke with Debbie in Retention Dept. who told me Jason was wrong. The new bill would be $85 or more on the new plan Jason put me on which would be $85-$60 = $25 MORE than I was previously paying for a plan that was downgraded to only 30 minutes long distance now! Debra said she would have the incident escalated and they would "pull" the call and listen to the recording and if in fact I was promised $15 less a month, this would be delivered. I was told I would hear back soon. On July 31 after not hearing anything from CenturyLInk I called Retention again and spoike with Jennifer. Jennifer said she knew Debra and would message her to have her call me about the update. I did not get any call. In August 1, I called Retention again and was ultimately transferred to Research and Resolution Department and spoke with Sam. Sam said he would research the case and had no real explanation why no one had called me as promised. When Sam did not call back, I called the Research and Resolution Dept back and spoke with Ericka. Ericka said there was nothing CenturyLink could do. She said Jason was wrong, she had no idea why no one had called, she was sorry about the whole situation, but the Essentials Plan was indeed at least $85 a month now and nothing could be done about the $15 a month savings I was promised. I asked for escalation and she put her supervisor Christine on the phone. Christine basically told me the same thing. I told her this was fraud - I had been sold on this new plan, promised a decreased rate, and now this was not true. In addition, CenturyLink had promised to review the call and if this was what had been promised, it would be delivered but no one ever called and Christine said there was no way the bill could be reduced to the amount as promised - ie $75-$15 savings = $60 per month. The best she could do was to put me back on unlimited long distance with a $15 loyalty credit but this would still be over $90 a month which was even MORE than the plan Jason fraudulently put me on. I declined the change pending filing this case with the Revdex.com and FCC.

My name is ***. My century link account # is: ***

I was a century link customer from approximately 8/17- 3/18. I do not know the exact dates that I was paying or recieving service from them as I do not have a copy of my original contract.

I have some confusing information regarding this company. They originally tried to charge me for more payments after my initial year long contract. I told them I never agreed to an additional year. They said they would cancel that subsequent contract and not charge me the additional charges. They also continue to send me requests for a return of an internet modem that I never ordered, but that they sent me. I returned it immediately when I noticed it was delivered to me. Yet they continue to send me requests for it to be returned to them. I have recieved this Century link return # from a manager over the phone, confirming that I have indeed returned the modem. ***. However, I keep getting letters asking for the return of the modem.

I also am being sent a bill for an unknown charge. I stopped service and paid my account in full over the phone, but am continuing to recieve a collection bill from this company for $107.95. They are saying there is an unpaid balance. I have spoken to them on the phone 2 different times to pay my balance in full and make sure that I owe them no more money. I was assured on the phone by a manager that I had paid my balance in full. I have requested an email sent to me stating that my account was paid in full, but they have refused to send me a confirmation email.
I have only recieved this # as an order to cancel the service ***.

I am no longer attempting to resolve this issue with centurly link as they say I do not owe any money over the phone and tell me I have returned the modem, but continue to send me a bill for an unknown outstanding debt, as well as requests for a modem that I returned. I do not know how to resolve these matters with this company.

This company raised my bill from 23 dollars a month to 80 dollars a month. I have paperless billing and my bill claimed that my service discount period ended on August 3rd. They told me it is an error. I was looking at my statement and showed them and they said "Oh it must have been a glitch on our technical side, it's displaying the wrong bill for every bill cycle, you need to contact our tech team to fix that". So they refused to give my money back. But instead told me that if I extend my service to their price for life plan that would give me a 40 dollar credit, and let me pay 40 dollars a month. I know TWO other people they've done this too. It feels very scammy and crazy that a business can do this. I let them know I'll extend, if they send a free technician out because my wifi barely works. So they send a technician out. He thinks he is at my house for a new install. He takes a look at my modem and tells me "You've had the wrong modem for a year, this one doesn't allow you to get the 40 mbps speed you are paying for." He proceeds to give me a new modem. Once he leaves my internet speed was at 2 mbps vs the 40 mbps I pay for. He told me I'd have to set up a new appointment. I then proceeded to call this Denver location- they hung up on me twice and transferred me without my permission. So I proceeded to be on the phone for an hour and a half with this call center. One technician telling me that my service was unrepairable through the phone. I was probably passed around to 14 people. At this point I was beyond frustrated so I wanted to cancel my service. After waiting around 10 minutes each time, 3 people hung up on me when I said, 'I want to cancel'. And some people against my will conferenced in other people in order to avoid me cancelling. Finally at the 4th person they cancelled my service but I want a refund, as my internet hasn't been working for the past month and they charged me from 23 to 80 dollars. They also aren't allowing me to remove my Autopay with my bank- when I owe no money. I do not want to allow this company to continue to charge, harass and cause me the mental frustration they have put me through. I want a refund and I want them to remove my Autopay and completely leave me alone. Anything you could do to help would be amazing. Thank you so much in advance.

I set up a new Internet and Cable Contract with Century Link and agreed to a monthly payment of $106.00 per month. My first bill was for that amount. The second bill was $180.50. I have made three frustrating phone call to get this amount corrected with out success. I also tried to contacting Century Link on line without success. I'm canceling this account.

CenturyLink was our provider for Prism TV, internet and telephone from 9-24-16 to 4-4-18,

On Feb. 23, 2018 I called CenturyLink to renew two phone promotions that were due to expire on 3-15-18 and spoke with Michelle who renewed both promotions. As our home was for sale and we would be moving at some future time, I asked Michelle about the cancellation process and was told that there would be a $240 cancellation fee as we were under a 24 month contract for Prism TV until 10-1-19. Working backwards from that date it would appear that CenturyLink feels we went under a contract on 10-1-17. I told Michelle that this was news to me, that I never agreed to a contract, have had Prism TV since 9-24-16 and when originally ordering installation was told several times that there was no contract for CenturyLink services. Michelle then said that CenturyLink had a recording of a phone conversation with me in which she said I agreed to a contract and that I could request to have that played back to me and one of their lawyers would contact me.

On April 3, 2018 I called CenturyLink to terminate our telephone, cable and TV service as of 4-4-18 as we were moving to Hernando, FL. During that call I was again told that due to my "contract" for Prism television service I would be charged a $240 early termination fee. I then asked to speak with a supervisor and was put through to Robert who reiterated what Michelle had said earlier, that it was a verbal contract which they had recorded and could play back for me. My comment to Robert was that they couldn’t play it back to me because there isn’t now nor ever was a conversation in which I agreed to a contract for Prism. He replied that if they couldn’t play the recording for me they would “gladly” credit the $240 from my final bill.
I was subsequently told that CenturyLink didn't have a recording of my agreeing to a contract as they only retain recordings for one month, however, they continued to insist that I am on a 2 year contract and that the early termination fee applies. Whether or not they actually record conversations or not, I have no idea, but if they do and only retain them for one month, I find it difficult to believe that their representatives, including a supervisor, are not aware of that. I suspect that their insistence on having a recording is simply an attempt to coerce customers into paying whatever they chose to bill them whether they can substantiate those charges or not. I also mentioned my conversation with Robert and his statement that if they couldn’t produce my taped agreement they would credit the $240 to CenturyLink and did so within 30 days so that, by their own admission, they should have been able to review that conversation. Apparently they could not or would not or simply chose to not honor what Robert assured me they would do.

There have been a number of emails between myself and various CenturyLink representatives discussing this issue and I would think CenturyLink has access to them. If not, they can feel free to call or email me and I will be glad to forward copies to them. On 4-11-18 I received the following from a Kasia in their customer support department:

Dear ***,
Thank you for your recent e-mail inquiry to CenturyLink.
I am delighted you contacted us. I am very sorry to hear that you were not notified of being placed into a contract. Please accept our sincere apology for the unsatisfactory customer service experience that you recently encountered. I would be frustrated too if my service provider is not meeting my expectations too.
For further assistance with your request, kindly contact our Ce at 1-800-201-4099 and a representative will be happy to assist you.
***Please retain Task ID for future reference to this e-mail***
CenturyLink appreciates your business and values you as a customer. Our goal is to provide you with excellent customer service. If you need further assistance, please visit us at http://centurylink.com/customerservice for a variety of customer service options.
Sincerely,
Kasia.

CenturyLink is an extremely difficult company to deal with. When you communicate with them in writing they respond by telling you to call in and then put you on hold for lengthy periods of time. If you ask to speak with a supervisor you are usually told that none are available. If you ask to have a supervisor return your call, they say they do not return calls. Even when responding via a form on their website for unresolved issues and "billing" being a category option, their response was to call their Customer Service Department.

As of their current billing available on line, they are still billing me for $217.05 and I haven't a clue just how they arrived at that figure. To say that their bill is confusing is an understatement. As CenturyLink bills in advance for services and as I had already paid through April 1, 2018, I agree that I owe for 3 days in April but nothing more. Both CenturyLink and I have each spent more time on this issue than the value of their final bill. I am not, however, willing to pay a bogus charge for something I never agreed to. I suppose their next option would be to hand this over to a collection agency. That will not result in any different response from me. If they wish to take me to Small Claims Court, I would welcome that opportunity.

At 72 years old I have always felt gratified that never in my life have I had even one 30-day late in my credit history. I pay my bills promptly, even CenturyLink would have to agree that during the time we had their services, their invoices were paid immediately upon receipt. I am not, however, accustomed to being lied to and then coerced into paying for something I never agreed to. It makes me question if their representatives have a quota to meet and at times simply enter information into their system signing customer's up for 2 year contracts without their permission or agreement. No doubt they would claim they never sign customers up for contracts they didn't agree to. Sounds exactly like what Wells Fargo said for a long time and we know how that turned out.

Any assistance you can provide will be greatly appreciated. Should you need any additional information from me I will be happy to provide whatever is needed.

I had attempted to receive service for internet for my brother at his apartment. After receiving the equipment to set up internet we had found out that he does not have a phone jack in his apartment. I had contacted CenturyLink customer care department on several occasions including emailing them to get the situation corrected and or stopped since I was not able to use the service and couldn't spend a hundred dollars from them to come out to install a phone jack in the apartment.
May 10, 2017 I was suppose to start up. It did not. I had a mix up on account from the beginning of February 2017.
May 10, 2017 Emailed [email protected]. I had thought my email stating that I had no service would of stopped the billing cycle since there was no service technically started. ( I have a copy of email if needed)
June 22, 2017 called customer service who sent me to the internet repair department who set me top tech support and back to customer service. I tried to log on to the account to cancel service but it wouldn't let me cancel
July 7 2017, spoke to a Marcus in customer care who I had thought took care of the situation.
Aug 30, 2017 sent the internet box back to Centurylink. I had though that the billing me for services that I have never had was taken care of, but once again it was not.
Oct 31, 2017. I spoke to a Taylor who transferred me to a Micheal to cancel my account and I had though to credit me for all the past billing I had received from CenturyLink but once again that did not happen. Although they did manage to give me a partial credit on my bill. Taylor had explained to me that I had to speak to some else to cancel my service other wise I would continue being billed. He was the first person to ell me this. I told him that I did not think I had to cancel service on internet that I had never received but I did as he suggested and it worked. I stopped being billing for services I never received from that date on.
I had spoke with other customer care representatives on other occasions. Listed above were the ones I wrote down with the time and dates of whom I spoke with. No one seemed to know what to do with me and my situation. I did send an email to the customer care team who replied with a pass due notice giving me until a certain date to resolve my past due balance or be sent to collections. I couldn't believe a company would send anyone to collections for services they never received, but they did and now it is also reported on my credit score. I have contemplated on several occasion to just pay the coupe hundred dollars that I am being billed to get rid of the situation, but this whole situation is not right. This is why I have resulted in notifying you the Revdex.com to help me resolve this situation CebturyLink has placed me in.

My mothers phone has been out for over a week. This is a regular occurrence that has been happening for over a year when it rains. It begins as a loud roar and then as it rains more it goes out completely. This happened in June and again last week. I called last week and got a repair appointment for today. I called yesterday only to find out "it has been fixed and the appointment cleared" I knew that was a lie as I had just came from her house and the phone did not work. The person I spoke to refused to enter a repair ticket because there was an outage in the area. My sister was finally able to enter a ticket for 2 weeks from now. By then the phone will be out for 3 weeks. My parents are elderly. They live in a very rural area. They live over a mile from the nearest neighbor and close to 10 miles from a cell signal. I live about 40 miles away one way and have to drive to check on them. One day they are going to need emergency help and will not be able to get because Century link refuses to fix the phone correctly. I have pictures of the line that is covered by plastic but the system here will not allow them to up load. I contacted you all last week about the same issue.

Century Link has installed service for one of my renters back in March of 2018 and has been contacted on 3 different occasions asking to PLEASE bury the wire that they have ran thru other people's property. They have promised ( 2 weeks) ....this has been 16 weeks. Please help...they are VERY RUDE when I call because I DO NOT have service thru them and refuse to help or give any info on when this work will be completed. They have had to come out and repair due to county cutting the line when they mow the grass. Any help would be appreciated...THANK YOU

Changed from *** to Century Link in June because they said that they could lower my price for phone /internet services to $150.00 A month and receive a $350.00 gift card for switching from *** to Century Link. Received first bill in the amount of $278.73 on May 25 . Contacted Century Link about this bill and they said that my bill would be higher but my second bill should be the $150.00 that was quoted me . Received the second bill on June 25 and that amount was again not the $150.00 but 272.37. Received the third bill in the amount of 293.68 which is quite higher again than what was quoted on July 30. Also stated that there wouldn't be a contract in the agreement except for month to month and on the first bill I received stated that there was a 24 month agreement with Century Link which I wasn't informed of for changing services. Also never did the receive the $350.00 gift card as promised.

I have contacted Century Link over the past 2 days attempting to disconnect my internet service that was installed less than a week. I've attempted several phone calls only to be disconnected after remaining on hold for a brief time. Then I attempted live chat, which resulted in an argument of the wanting me to upgrade my purchase for a faster internet. I attempted to go to the website to print out the label return to ship back my modem as instructed on the website. The site doesn't offer a return label, only a replacement label to return the modem.

Bottom line is, the internet service doesn't work. I was promised the internet was fast enough for streaming, internet and gaming. We can't even use internet on our phones. I was told my contract and can cancel anytime. Apparently I cannot. All I want to do is cancel this useless service, return my modem.

I cancelled my service with CenturyLink in January of 2018. I have a refund due of $35.10 which, despite repeated requests, has not been forthcoming. I was originally told I would have to wait until March when I would receive a credit statement which would automatically generate the refund. I received the credit statement but no refund. In several subsequent phone calls I have been given a variety of excuses as to why I have not received the refund, each with a promise they have now corrected their error and I would receive the refund within 7-10 business days. To date, nearly 8 months later, I have yet to receive my refund.

On June 25th I called in and ordered services from CenturyLink. On the 25th of June my order was completed and my security deposit paid.
TODAY IS JULY 31st. I have had the modem for 5 weeks now collecting dust and weighing down paper. Still no internet service. First I was told I could not be connected due to the old Tennant having an outstanding balance. Ergo they required a copy of my lease and ID. I had emailed them more than 5 times to [email protected]. was told on 3 separate occasions that they were received and would take 48 hours to process. Two weeks later and 5 (sent emails) I call again to find that nothing had been received. So AGAIN I resend the documents and immediately call back to confirm. I was then informed about the 48 hours to process again. Here we are 6 days later and I am (currently as I type this) again on the phone...getting no where at all. I am 1,000% fed up with this whole experience. This is the single worst, most unprofessional transaction I have been involved in with a company in my 33 years of life. I will be writing reviews on EVERY major website, social media, Revdex.com. etc.

I have had this bundled service, internet, phone and cable, for over a year. I never had my service disconnected and have only had to have a few payment extensions. This last extension I asked to pay my remaining balance of 345.14 on 7/31/18. I unfortunately did not have the funds for this payment because after I made a $300 payment on 7/6/2018, I called on 7/12 to get the extension for the remaining balance to be paid 7/31/2018. My arrangement was accepted and I was sent a confirmation number. transaction is ***. The same day, they cut my services off AFTER accepting the arrangement. I contacted them and was told because I had an arrangement they needed to abide by that and would cut my services back on. They said it would be back on within 24 hours. I asked to speak to a manager because that was unacceptable. I had just started a new job and was in the training phases. I work from home due to a disability and rely on having internet service to keep employment my only source of income. I do not get disability. Because I was unable to work due to no internet I was let go from my employment. I have been looking for employment but this 7/31/18 arrangement came before I was able to obtain employment so I could not pay it. I enformed Centurylink of this and asked for a little more time to pay and they stated they would not be able to. I stated without internet, I would never get to pay it because I would not be able to work from home.

For the past two weeks my internet service has not worked. I have called everyday to report the problem with someone saying something different everyday. They scheduled a technician to come out a week later. Today the technician never showed up. I am in jeopardy of losing my job because I work form home. This has not only happened this month but it also happened last month as well. I was told that a technician could not come out timely because of hurricanes that have occurred last year. Why is service being offered to consumers if you are not able to make the repairs timely. I feel that I have been lied to from this provider and the customer is paying for services that are not being delivered.

Unable to login to website, sales guy provided bad info. no one at centruly will help.