Lumen Technologies

I received a phone call from a Century Link representative in May of 2018, offering me a $60.00 per month bill decrease after a few minor changes. After talking with my assistant, I decided to take the salesman up on his offer. My assistant returned his call the following week and was unable to get through to him so she called the Century Link customer service line directly. The customer service agent said she would be able to assist her and could offer the same plan. We advised the Century Link customer service representative that we needed one phone line, one fax line, Internet service with a static IP address, and unlimited long distance. We also advised her that we did NOT want a two-year contract and would instead pay the additional $10.00 per month charge for opting out. Nothing close to that was reflected on our following invoice. When the installer showed up (unannounced), he had to cancel the appointment and reschedule, as he was unprepared for what we ordered. We rescheduled the appointment for two days later and due to unforeseen circumstances he had to cancel again. The third time he showed up he installed what he could but was unaware of the static IP address we ordered and advised my assistant to call customer service when he was leaving. My assistant then called customer service and was put on hold and transferred around several times during the two-hour phone call in which ended unresolved. She was told that there would be an additional $75.00 installation charge and a $10.00 per month change. I specifically ordered a static IP address, as I am an accountant and the banks that I deal with demand it. After 25 years as a Century Link customer, I was very disappointed in the service and the untruthfulness of the company and it’s representatives. Please advise us on how you would like to retrieve your modem as we will no longer be using your services OR paying the final bill.

I asked Century Link to terminate my service and requested a shipping form to send then back their modem. They never sent it. I called them and ask them to send me the label again and they still didn't send it.

They say that they sent it twice, and that I should blame the US postal service because it's not their problem. They then gave me a website link where I could find the label. When I asked why they didn't just give me that in the first place, they said they didn't have the website link before.

This seems like a scam to me. They get you to keep their modems so they can just keep charging you forever. In this instance, I didn't know that they were actually still charging me because my landlords asked if they could take over the service. So, my the landlords at my previous house were being charged for it. But, they didn't know this was the case because Century Link didn't send them a bill for several months. They paid the charges and I told them to charge me for the modem.

Furthermore, when I did use their service it was off for ~1 month. I called multiple times to ask them to fix the service and they took a long time to send out a technician to fix a line that was exterior to my house. I asked if they would refund me for the month and they refused. They were extremely unhelpful and rude when I spoke with them on the phone.

We paid our final bill with century link via the phone with a representative who stated the final amount owed. We received a collection from Century Link. After speaking with a supervisor, he was unwilling to help whatsoever. He told me that we would have to pay although he acknowledged that the bill was an issue with Direct TV and Century link to
but we would be forced to pay money that was essentially owed to them from Direct TV not have a collection. This is unacceptable. I feel that if century link and Direct TV do not have proper communication lines, they should not be able to bundle services. Consumers should not have to suffer for Century links horrible business practices.

I have contacted Century Link multiple times with no response. I mistakenly overpaid my bill in online bill pay, sending the payment to Century Link rather than another business. The balance is $1153. Although I have been told they will send a check to refund the overpayment, they have not done so in the last three months. The monthly charge is only $40, and I need the $1,153 sitting in my Century Link account. I am tired of waiting. Last phone call they disconnected after keeping me online for 10 minutes.

Centurylink failed to send me billing statements or inform me that the price of their internet service changed. They have charged me more than twice the rate I have been paying for their service for the last year. Centurylink refuses to reverse these charges. My Centurylink acct # is ***.

Ended service (phone and internet) end of April. Was told I would get shipping boxes mailed to me to mail back modem. I never received shipping materials. Called and customer service said they would mail again. Still did not receive - called again on June 6, 2018 and rep told me I didn't need to mail back because equipment was so old and balance due was $0. I assumed issue was resolved, then received letter, dated July 11th that I owed $140.66 for unreturned equipment and final payment of $31.87. Called customer service and explained what happened with earlier call but they had no notes on their end, only that I had called. They refused to listen to call for facts "only do that if we have a subpoena". I was now able to print shipping label online - mailed back equipment on 7/11/2018 and also paid $31.87 via US Bank online bill payment. I have proof that equipment was delivered to them on 7/17/2018 and proof of payment made. Called again on 7/19/2018 to make sure balance was $0 and was told they hadn't received either equipment or payment. Spoke with Steve from customer service (after being transferred multiple times) he told me zeroed out modem charge and they would investigate payment issue and nothing would go to collections. Called again on 7/25/2018 and was told balance was still 140.66, spent over 2 hours on phone this day, was told I had to wait a month before "payment investigation" could be initiated. They "could see that modem was returned" but couldn't zero out due to being a closed account and that everything had gone to collections on June 10th. Which I have letter from them dated July 11th stating it wouldn't go to collections until July 23, 2018. Each time I have called I have been on the phone over 2 hours and transferred multiple times, never speaking to same person and always having to explain situation even though each call has notes on their end, even spoke with supervisors - nothing has resolved.

Telephone/internet continually goes out on a regular basis. Multiple calls to CenturyLink almost monthly with little results. Phone was out 2 days this week, only to go out again. Was told a service person would be scheduled by 7/31. That is another 6 days. Hours on the phone jumping from one recording to another, just trying to have a land line that I pay for. This has been a revolving door now for 18 yrs. Something needs to be done with Century Link and there extremely poor service.

On April 27th, I decided to cut out my Prism TV service but still keep internet service through CenturyLink. I asked did I need to send back the tv boxes or get a new modem. They said that they would send me mailing labels to send back the boxes but that I could keep the modem because it should still work. The following week, I did not have any internet service. Whenever I called CenturyLink on April 30th, they told me that I would need a new modem because mine was obsolete and that would cost extra. I decided just to go ahead and cut all services. I paid my remaining bill off through my automatic draft from my bank account. I never received the mailing labels and figured that they didn't want the equipment back. On July 11th, I saw in my checking account that $333.95 was drafted out by Centurylink. I called CenturyLink and they said it was because of the boxes. I told them that I never received them. They supposedly remailed them to me. I subsequently looked on my online statement that said the bill was for a total of $481.53 because I had a previous $147.48 balance on account. It has been 2 weeks and no labels. I called on July 26th and I get the same story. They tell me they are going to print and send me mailing labels and they should be there by August 3rd. I asked could I take them to a physical store location and they said it is better to mail them with UPS so that you have a tracking number with it. I will gladly send them the hardware as soon as I get the labels.

I have scheduled and taken off work for appointments 2 days in a row for installation that have been blown off. The first was to be July 25th between 9 and 1, when I called was told that it was their fault it was dropped. Spent hours on the phone with them to get an appointment for the next day between 8 and Noon. When they again did not show I called with my confirmation number to see what was going on and was told that they didn't show an appointment. I got too upset to have a productive conversation and ended it when I was told repeatedly that I was wrong and there was nothing I could do. I asked them to go back and listen to my previous calls instead of telling me I was wrong and was told "thank you for the feedback" but there was nothing to do. I called to get my husband added to the account so he could try and got a confirmation on that. When he called he was told that he hadn't been added. I had to go to work so my mother took over from there and conferenced me in to give authorization. She found out that there was still an install scheduled and the service tech was running late so now I have paid for parking at work and had to turn around and go back to meet a tech I was told was not coming. I have now missed 2 days of work because of them.

I have been having problems with Century Link since the day I got my first bill in 2016. I tried creating an account using my account number online and was having issues. I started an online chat with a rep who proceeded to ask me who my cable provider was even though they were already looking at my bill! The internet is almost always slow. I noticed in early 2017 when I received an E-BILL that I owed double the amount I normally paid. I noticed on the bill that there was a late fee and last month's bill. I checked my emails and there was NO BILL in my email. I started a chat with a rep who said I was not signed up for e-billing, even though I had been receiving bills to my email months prior! Fortunately they were able to credit the late fee. Multiple times throughout having Prism and WiFi the cable and internet would go out. At the end of my 12 month promo pricing in November '17 (I had been paying about $97 a month throughout the promotional pricing) my next bill was about $130, which I didn't think was that bad. The NEXT MONTH the bill was about $180!!!!! I called and asked why my bill was SO HIGH and DOUBLE what I had been paying during the promo pricing and even higher than the first month after the promo ended and they COULD NOT EXPLAIN IT!!! The most info they could tell me was that, "I see you're saving $10 by bundling." WHAT?! They never did tell me why it was so high. I asked them to please cancel the Prism because we didn't watch TV that much and I could not stomach paying almost $200 a month for crappy service, and I asked them THREE TIMES in WRITING to ONLY cancel the Prism service, and they turned everything off and disconnected my service! I called them and told them to turn it back on and they said they'd have to send a tech out and it wouldn't be for about another week and a half. They also tried to make me pay for the install and new customer fee, even though they shut off EVERYTHING by their OWN MISTAKE! Fortunately someone was able to get everything waived for me. Then, because they canceled my original account, they told me they would be mailing me a check for about $70. I received a bill in the mail showing a negative balance and I tweeted to them asking what that meant. They said they were going to be sending me a bill. I told them that I was expecting about $70 and they agreed that there was additional coming... but it never came. I called and called and called and they all told me I was not correct and I already got a check and they weren't sending me anything else. Then I got another bill in the mail with a negative balance and I asked where that check was and they still told me I was not correct and I told them I had the bill in my hands showing a negative balance. Finally someone was able to figure out they still owed me money and said they were going to get a check sent out. I didn't get it for about a month. Now, I'm on this new account and EVERY MONTH I've been getting an e-bill. I have never ONCE received a paper bill in the mail. I screen shot my payment confirmation screen every time I pay my bill for Century Link because it takes them a day or two to send a receipt confirming that they've received my payment. I also started setting reminders for around the time my bill is normally due, because they've skipped sending me a bill before. This month, payment due date July 22, 2018, I did not get a bill. I took a screen shot of my account after I paid it and I took another screen shot of my settings which CLEARLY shows I am set up for e-billing/paperless billing. I fortunately was able to pay my bill on time thanks to my reminders, but when I reached out to Century Link they're telling me it must be a problem with my email and they just recently told me (after I contacted their website directly and not reaching out on Twitter) that I'm NOT ENROLLED IN PAPERLESS BILLING!!!! They are the biggest liars and the worst company I have ever had to interact with, and they are doing NOTHING to troubleshoot why I have TWICE NOW not received a bill, both on my original account and this new account that had to be created due to their screw up! Something needs to be done about their terrible customer service.

+We had a duplex line installed in my house for faster internet speed. The line worked for about a week then stopped working. a tech came out and advised that the buried line had been damaged somehow. The tech then attached a temporary line to allow for temporary internet service. This line is above ground and could be potentially damaged by anything. The tech was too return the next week to bring a device to find the break in the original line and correct the situation. Since then I have numerous chats and emails with Century Link and to date 07/26/18 no tech has come to either bury the temporary line or fix the line already in place.

Starting in June I had my phone ported over to my cable internet provider. When It was done, I contacted Century LInk to cancel my service and paid the current owed bill which left me with a credit of around $17. When I got the new bill with the credit, they stated that they charged a $25 fee to disconnect the line. I called them and told them that the line was ported not disconnected, after a long discussiion the person agreed to reverse the fee, he stated it would take 1-2 billing cycles, but it was put on account the next day. So I called back on July 11, 2018 to get them to send my credit back. The operation stated it would take 7 - 10 business days to get. It is now 7/26/18 and I have yet to receive it. So I called them back, and the first CSR agent stated it would take up to 90 days to get the credit. I told her no,, that I was told on 7/11/18 it would be 7 - 10 days. So she transfered me to the financial center where another agent took the call. He stated it would take 2 billing cycles (60) to get the credit. I said not, that I was told 7 - 10 days. So once again, I had to give them my account number, and when I was ready to give it, the call got disconnected.

I moved March 1st 2018 from Cheney, WA to Spokane, WA. I asked that Centurylink service be transferred (wireless internet). I had continual issues with them saying that my service did not exist. We finally sort of figured out that a seperate but related Centurylink subsidary controls internet in Cheney. I was on the phone for 4 hours just to get service transferred. It was the most insane customer service experience I have ever had.

Subsequently, they tried to charge me a second time for my router, although I paid for it when I moved into my house in Cheney. They fixed this eventually. However, what I found after some confusion and living in Spokane for a couple months was that they never shut down my account in Cheney, and they were still sending me bills for service there, while charging me for the new service in Spokane as well. I attempted to resolve this multiple times on the phone, and was told it was fixed. It was not. I continued to get bills for Cheney. Finally, in June, I told Centurylink I needed to cancel service with them because they could not resolve this issue and I had had it. They canceled service. I told them I needed to be refunded all of the money I paid on the "old" Cheney account between March 1- July, since the service did not exist and was supposed to be canceled/transferred. I have not received any money, and in fact received a closing bill for that account. (And my real, actual current account, in Spokane, which was appropriate).
I need to be refunded for all the money I paid them on the old Cheney account between March 1-July 2018 when I had moved.

Due a refund of $85. They said the request was denied. But just yesterday someone said it was in the mail.

They charged me the wrong amount (autopay) which over drafted my bank account incurring a charge. They admitted to overcharging two hours later on the phone and had no reason as to why.
They did this two months in a row. I then added a new card so that if the bill continued to be more the money was in the account. Well surprise they continued to charge the old card even though on my end it was completely gone. I then cancelled that bank account (Literally closed the account) completely. The past two months they have continued to charge the bank account that was closed that isnt even on the profile and are charging me fees.

They keep sending me back and fourth between customer service and the financial department to get my refund. No one has answers.

I also need to cancel by august 1st but trying to do that is seeming impossible since they hang up on you when you try to set a date to cancel.

I went with CenturyLink internet because they had a promotion offer of approx. $30-35 a month plus no install fees. I got my first bill and they charge me a significant amount more for the monthly service plus an install fee. When I called to fix it, they told me it was the person who installed my service to put in the notes that I got the promotional price and they wouldn't fix it. I way overpaid my first bill and I told them if they wouldn't fix it I need my service cancelled. CenturyLink still didn't cancel. I called multiple times to explain my situation and cancel and it never got taken care of. (I did not use Century Links service after my first bill. I got a new service with ***). CenturyLink not only charged me each month but overcharged me and because I don't owe them this money, I didn't pay. They have reported me to collections and I will not pay $505 of my hard-earned money to someone who is trying to take what isn't theirs.

On 6/19/2018 I purchased service through CenturyLink and scheduled install for 7/19/2018 at that time. After receiving written confirmation of my order, and being billed in advance for 1 month service as well as standard tech install, I then took one day of paid time off from work for the installation on 7/19/2018, which was scheduled between the hours of 8:00am and 5:00pm.. On the scheduled day of service installation, while waiting at home for the technician, I received a call at 2:00pm CST from CenturyLink at 800-238-3705. I was informed by the representative that my installation would not be completed, that they we cancelling. She indicated that they would schedule a new install date in the coming weeks. I requested the next day, as I had already scheduled 1 month in advance. On 7/20/2018, I had to take a second day of paid time off, a cumulative 16 hours, for the rescheduled installation.
The technician, Tom, then showed up on the morning of 7/20/2018. He then worked to get service installed. Upon asking about service speeds, of which 80Mbps were advertised, he advised that nothing from marketing or sales is reality in the field, and that we wouldn't have any information on speeds until service was installed. Throughout our interactions during his time at my home, his attitude was apathetic. At times, when looking to clarify discrepancies, while he remained calm for the most part, he would come across as agitated and disrespectful in his interactions. I did not feel like he was there to assist me in a way that a new customer should be treated. He was ready to pack up and leave, I decided to test the internet speeds, of which I purchased Mbps, and I was receiving roughly 4 Mbps. Tom, the technician, was visibly upset when I pointed out that this was the case, and begrudgingly went back to his truck to get different equipment to test. He came back, displayed the same outward annoyance while re-testing, then without getting my internet up to the correct speed, insisted that there was nothing he could do. He stated that my only option was to call the 1-800 number and open a trouble call, because he had no additional equipment with him to swap out. I explained that I was not happy with the service in the way that he was leaving it, he repeated himself in a definitive manner, that he was done, and that I would have to call the 1-800 number for a trouble call. So at this point, I have taken 16 hours of paid time away from my job, and must now accommodate an additional 8 hours of paid time off for a trouble call to my home in order to receive the type of installation that should have been performed in one day, on my original install date of 7/19/2018. I do not feel like a new customer should be asked to take 24 hours away from work, wasting paid time off, to accommodate CenturyLink. My original appointment was cancelled 6 hours into my appointment time on the day of, not prior to the appointment, or the day before. I also find this unacceptable. I called into CenturyLink customer service on 7/25/2018 to request a full refund for the Standard Tech Install of $60. I was transferred 6 times, each department explaining that they could not assist. I finallay made it to a representative that said they could assist me, her name was May. I explained my disappointment in regards to the cancellation of my original appointment that was scheduled 1 month in advance, and wasnt cancelled until the afternoon of that day. That it required me to take another day off of work, as well as detailed the disappointment with the technician, Tom, and his lack of professionalism and poor customer service. I explained that my service wasn't running up to my expectations, and that I was advised to schedule a trouble call by the install technician, Tom. I spoke with May for over 25 minutes, during my 35 minute call. During most of the call, May offered me nothing, and repeatedly asked me "Do you want us to refund you, and then the technician wont get paid" as if my refund would be removing pay from the technicians pocket. I was placed on hold many times so she could confer silently with someone. They would not budge on a refund, saying that the technician should get paid since I received an install, and May continually failed acknowledge the issues I raised in opposition. I explained that I would be filing a Revdex.com complaint, as well as copying in the MN State Attorney General for deceptive business practices. I asked to speak to her manager/supervisor at this point. She put me on hold, then came back and offered a $30 refund. I explained that I wanted to be refunded in full for $60. She continued to silently confer with someone on her end. She refused to refund the full amount, again making light of the technician not getting paid. She told me I could either take the $30, or get nothing. I stated that I would take nothing, and proceed immediately with filing the complaints I had previously described. I asked her for the name of the manager she wouldn't transfer me to, that she had been silently conferring with. She refused to provide it. I explained that I would document that refusal. She then informed me his name was Gabe. I again explained how disappointed I was with my interactions up to this point with CenturyLink, she offered nothing further other than a cordial goodbye. I would like to receive a full refund of $60 for the Standard Tech Install.

I contacted century link to inquire about coverages and speeds for the house I was buying. I didnt want to sign up for internet until I knew they could provide the minimum speed required for my job. The lady told me she could do that for me before signing a contract. I made it very clear I was buying a home and could not have my credit ran until after the home closed. Long story short, I didnt sign up with century link for their services. A few days later, I got a call from my mortgage company saying they have to post pone due to a new credit inquiry from century link. Ive attempted to contact century link to fix the issue, and the only response I got was whatever screen the lady had me sign, authorized them to pull credit. How can an employee lie to my face about pulling credit and set me up to sign a paper that allows them to pull credit? My concern isnt my credit score taking a ding, its all the credit inquires that are now on my credit report with the mortgage and now century link. That is a mistake my credit has to suffer for, and not the company that did this. Please help me make this right

I've been paying a lease charge for my modem from Century link since 2013. Prior to this my remote was at no cost to me through the company. When my remote had failed the technician replaced it with a new modem. Nothing was explain to me at that time I would be charged for this modem. I then noticed on my bill the following month a charge for lease on this modem. In neglect on my part I thought they now charge for modems and that it would eventually be paid off, like my CPAP machine from ***. This was a huge mistake on my part. I found out that after three years I'm still paying for this modem. That comes to over 300 dollars by now, with no end in site. I now went ahead a purchase the unit today, and being charged another 114.00 dollars for this modem. I also noticed I'm being charged for internet security and storage space that I don't use. Along with other charged I don't even understand. I would switch to a different company, but they have this area locked in. We're totally under there control on billing. I guess greed is all that Century cares about. Not there customers. Please get the word out to people to watch there bills on added fees. I don't ever remember this happening with Qwest. Thanks, Mike

Century Link representatives quoted service and included items in an agreement signed by us and then the actual service was very different and in addition we were charged for items that were negotiated as included / free. Century Link has not made a good faith effort to reconcile the charges and has continued to overcharge us monthly even after agreeing several times that the bill is incorrect. It appears that Century Link is engaging in bad faith negotiations (bait and switch) and over charging as routine business practices. These unfair and unethical practices require oversight support because Century Link continually disregards the consumer party of their agreement.

CenturyLink continues to bill me for products and services that were not contracted for or agreed to.
I was a Prism customer for longer than the contractual period, and when I canceled, they charged me a $200 fee for early termination, when there was none discussed or disclosed.
They charged me for a new modem (router) when I replaced Prism, as the tech said that the Prism modem was unique and I needed a new one and I should just return the old one to them (I did), and they still charged me $150.
I canceled my land line in April, and they continued to bill me for it till mid-July because they said that it was tied to the same order as the internet change, and couldn't be separated. Really?
They are charging me for interim internet service when none was provided (they canceled my old service before installing the new).

Their response has simply been...This is all your fault, and not ours (says manager Travis D.).