Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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I canceled my internet service with them, 2 weeks before the billing date, but they took my money out of my bank account after I canceled and returned the equipment I had. I called them about taking the money out, and told them I wanted my money back, I was told that it would take until the next billing cycle, so I called them again and asked where is my refund, she said they were going to put it in the mail that same day and said I would get it within 5-10 days, well that time has come and gone. I still haven’t gotten my refund yet. So I’m hoping you can help me get it back. I need that money, because I’m on disability and they should not have taken it. After I canceled it!
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Ms. G. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I verified the account final
credit balance was refunded by form of check on August 25, 2020. The customer
was advised on August 26, 2020, the check can take 7-14 days to receive. CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,JJ
G*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
There has been an outage to our internet due to an accident at the end of the road, this happened on 8/31/20. It is now 9/4/20 and not one person has come out to fix it or even look at it. My wife and I have called multiple times a day to get an update and we cannot talk to anyone. We just get an automatic update with an ETA, which keeps getting pushed back. Both my wife and I work from home and need to have an ETA on when someone will be out to fix. This is now affecting our jobs
CenturyLink appreciates *** giving us the opportunity to review the handling of his account. At CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.Upon review,This issue has already been escalated to the Federal Communications Commission. *** has already received a response for all concerns through the FCC process.JJCenturyLink Customer Advocacy Group
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I been promised since August 3, 2020 by century for someone come out to check my phone. Two of their technician told me they put in a repair ticket for my phone but they didn't. I spoke with supervisor J and my service was scheduled for September 1, 2020 which I greatly appreciated. on 9/1/2020, technician didn't come because century said they're still working on jobs they haven't finished. Technician came to my home on 9/ 2/2020. Technician and look at phone line outside of home . Technician stated he would have to go on Rouse Road to make the repairs. Technician came back to my home stated they will connect my phone to another wire at the office in Kinston, NC and that will solve my problem. On 9/3/2020 technician came back again and looked outside at phone wires. He stated that phone wire will have to be repaired . He said my wiring will not covered. I said to him I have phone insurance to cover such repair. When I spoke with L it was confirmed that had insurance. He should been told my century the he need to come to my home and complete my job before moving to another job.. When he left my phone was working with a dial tone. Around 1;30p.m I notice I didn't have a dial tone. I called back to century around 2:00p.m enough time for technician to come back to my home to correct his problem.. I spoke with supervisor L. I was on hold on the phone for 53 minutes before speaking with L. L said 1st it will be 9/15/2020 before someone can get back to my home. I said to L that unaccepted I need someone before then. I'm working from home and I need phone service to do my job. She stated she have someone to come Saturday 9/4/2020., but I'm sure it will be cancel. They have people to be home all day from 8:00a.m ----5:00p.m and they don't should up to do the repair work, but phone bill remains the same but you have proper services for the entire month. . .
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Ms. J. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I verified Ms. J reported service trouble on September 3, 2020. A technician was
dispatched on September 5, 2020, the trouble was isolated. The technician noted
the trouble was weather related, a lightning strike.
The customer’s service is now working fine
with no further trouble reported.
CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,JJ
G*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
I cancelled my internet service with Centurylink at the beginning of June. The lady on the phone told me that my cycle just renewed the day before and they no longer give refunds so I would have to continue my plan until the month was done. I asked if any more payments would be removed and she said no. Another payment was removed at the end of June so I asked my bank to get my money back which they did. I then started getting phone calls almost daily and gettings placed on hold over an hour many times and often being routed to the wrong place. I finally thought I had it straightened out because I was told there was no balance but come to find out they took another payment from my account without my consent. I have again contacted my bank to get my money back
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Ms. G. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, Ms. G requested the
services disconnect on June 4, 2020, one day into the billing cycle. The
customer’s billing cycle stared on June 3rd and ended on July 2nd prompting a new bill. Due to the confusion I agreed to credit the
customer the final charges of $68.58 due to no service usage.
CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,JJ
G*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
Their app and website claims I can have a 60mbps internet connection. I had them send me a new modem and tell me I would be upgraded. Trying to upgrade to make remote work possible since I have been going into the office all through the pandemic and dealing with bad internet at home. Have been trying to get upgraded for years and their customer service has giving me the run around everytime. Now I get someone that sees the 60mbps is available for me and its broken l and they won't send a tech out to help at all. I have called multiple times and they just say a tech will be there sometime. I called the last time and was told it would not be getting fixed and I need to send the new modem back now.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mr. D. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, Mr. D requested an internet speed upgrade on August
28, 2020. According to the customer’s account records, the order was held
pending field approval. Mr. D was advised on September 3, 2020, the upgrade could not be processed due to
service availability. Regarding
the customer’s service performance concerns, no trouble has been detected or reported
at the present time. CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,JJ
G*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
I was moving into a new home that had centurylink as a service provider. I set up service and the rental agreement fell through. I call and cancelled the service and set up appointment (on the phone for 2+hours), and the technician still showed up to the house. I called again to ensure the service was cancelled. 3 months later I am still receiving emails telling me that my discount is going to expire and I need to set up my online account and register. I have called multiple times trying to understand why I am getting these emails if I have no account. No associate can ever seem to find an account with my name on it and every time I ask to speak with a supervisor I mysteriously get disconnected and have to start the process again. I am afraid they are charging me on an account no one can find for a home I never lived in and eventually one day will end up in collections because no one can actually confirm if there is an account or not. Their business practices are unethical and they have clearly trained their associates to hang up on people when they cant solve their issue. I have spent hours on hold, been transferred to different departments and am no where closer to a solution. This doesnt seem like a hard issue - do I have an account or not? are you charging me for service at a home I never lived in or not? If not, why do you keep emailing me about my account!
CenturyLink has completed a review of the complaint filed by Ms. J L regarding the cancelation of her service after her rental agreement fell through and she was unable to move. The customer stated after canceling the service, she has received emails regarding setting up paperless bills. Ms. L is requesting confirmation that the service has been canceled and she is not being charged for services she does not have. In a review of the account associated with this complaint, the emails the customer received were auto-generated and can be disregarded. We have confirmed as of 6/5/2020, the account has been canceled and can confirm the customer has not been billed for any services.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,T*** PExecutive Office Case ManagerCustomer Advocacy Group, CenturyLink
In June, spoke with them about my Internet bill of $55 a month, the man mentioned a program that would pay my bill for 2 months due to the pandemic. So, my next bill would be Sept. When I went to pay the bill was $100. I asked WHY? They said there was a $50 fee from the relief that was GIVEN to ME! Then they said there is no way to take off the fee, so they would disconnect me if I don't pay the $100. MY SON is home doing 100% online school, they are WRONG on so many levels. I dont know what you can do but if I cant afford that fee on my SSI Income, I am sure they have done it many others!
CenturyLink appreciates the opportunity to review the concerns regarding the complaint that has been submitted by *** regarding not receiving the 2-month adjustment she was promised due to being affected by the COVID-19 pandemic.Our records indicate *** contacted CenturyLink on 6/18/20 concerning changing her bank account information after her services were interrupted due to the monthly automatic payment failed. The customer indicated the account was originally being paid from her mother's account but due to health reasons the account was closed and she wanted to set up payment from her bank account. The agent stated that due to the pandemic, there was a program being offered that would restore the service and waive the customer's bill for July and August. The agent failed to provide the full disclosure of the program which indicated that the Internet service would remain active for the 60 days. The customer would be charged a one-time amount of $50, which is a reduced rate for the 60-day period. This one-time charge would automatically bill, as well as the current monthly rate, on their next bill date 60 days from the date of the request.Due to the customer was misinformed, a refund has been issued and applied to the customer's account effective 10/4/20.At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have internet with a local provider, Virginia Technology Service. It is on a Century Link line. For the past 8-9 months, we have had dropped connection issues constantly. VTS has had people come out, CL has had people come out. The problem is not being resolved. I keep getting the run around. Someone will show up, stay for a while, then I don't hear anything for weeks until I call and ask what is going on. We need this problem resolved. School starts next week. Our internet HAS TO WORK. This has already dragged on far too long. I have been very patient. This is by far the worst customer service experience I have ever had. There are no other practical internet options where I live. This unfortunately is it.
CenturyLink appreciates Mr. B giving us the opportunity to review the handling of his account. At CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.Upon review,This issue has already been escalated to the Customer Advocacy Group. Mr. Carpenter's concerns were referred to a Field Supervisor. I tried reaching out to Mr. B to review the complaint progress with no response. I left Mr. B my contact number for any further questions or concerns. JJCenturyLink Customer Advocacy Group
Complaint: ***
I am rejecting this response because:
I returned a call to JJ G, no answer. left him a message that I would try to call again. The original problem of random connection drops is still not resolved. Someone from Century Link was at the house about a month ago, dug a hole in the front yard, there are wires coming out and up to the house, I guess that is for our internet. They have not been back.
Sincerely,
J*** B
Good Morning,
I spoke with Mr. B this morning regarding the concerns. The concerns were escalated to the area field supervisor for handling and follow-up.
Mr. B has my contact information for any further questions or concerns related to this complaint.
JJ
Customer Advocacy Group
Since COVID19 I have been expereincing ongoing issues with this company in areas of customer service and billing, along with trying to reach members of management or to speak with someone in retention due to the lack of professionalism that I have experienced with the third-party call center. These individuals at this center are very gross in behavior and are not willing to address issues with customer service or try to be an asset in trying to resolve matters that have been present with my account. I have been trying to correct issues with the bill as well as close my account. This reality has been ongoing for over a month.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Ms.. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review,
On August 21,
2020, the customer requested for all services to be disconnected. The customer
was transferred to retention with no further interaction. After trying to contact Ms. with the telephone
number provided, I have been unsuccessful. The answering party advises of no
relation to Ms. and hangs up.Due to CenturyLink’s disconnection policy, Ms. will
need to contact CenturyLink’s retention department at *** to cancel services. The customer’s accounts records have been noted, CenturyLink will honor the customer’s
original requested disconnection date of August 21, 2020.CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced. Sincerely,JJ
*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because:
The date given was not my first attempt in contacting CenturyLink. I contacted CenturyLink, initially, on July 25, 2020 and then again on August 6, 2020, with numerous other calls being made, since filing this complaint. No one from CenturyLink has contacted me or left a voice message in their efforts of doing so, with my contact number being the same; ***.
Before COVID19, it was not as challenging to speak to a representative in areas of my account. But, for some mysterious reason, I seem to be routed to a Call Center in Jamaica every time that I have phoned this company.
I have been a victim on several occasions when calling in, that I have experienced, majority of my calls being dropped during significant hold time that have been very unrealistic as well as interacting with representatives that take the polarizing position, that they do not have to be professional and that customer service is not a goal nor a priority.
I find this newly instated company behavior to be a bit much, with my recommendation being that my call history, be pulled and reviewed, then it will be more than apparent the level of choppy unprofessional, customer service that I have been subjected too.
I reviewed all concerns with the customer, I verified the customer wants the account canceled. The account's in the disconnection process, I agreed to credit the customer's account back to July 8, 2020.
I advised Mrs., the final bill charges are $64.00 after the credit's are applied to the account. I provided Mr. my direct contact information for any further questions or concerns.
Thank You,
JJ
CenturyLink Customer Advocacy Group
I CANCELLED WAY IN June..Sent me a bill after my autopsy for 21.93 in August..Called to dispute. They said it was long distance..Never signed up for long distance and never used it. Only had home phone for alarm system..Tired of fighting with them and just paid it because the wouldn't auto withdraw final bill..Well guess what. They did both and trying to keep it all..Crooks
This is by far the most unprofessional business I have ever had the misfortune of dealing with.
I had CenturyLink internet for 4 months. They over-billed me at least 2 of those months, including $100+ charges for hardware that I returned correctly.
Once I got a letter saying they were going to shut down my services the very next day because I had a balance of -$0.10 (yes, I had accidentally over-paid them). I threw out the letter and my services didn't get shut down.
Another time I had a tech scheduled to come in the early afternoon to diagnose slow internet speeds. He never came, but he did call at 10PM that night asking if it was too late to come. I said yes, he said he'd come first thing the next day, and still didn't come.
I moved during those 4 months, and the customer service rep let me schedule the move to happen on a national holiday. They came the day after (so why let me schedule on a holiday in the first place???).
That doesn't include the HOURS I spent waiting on the phone getting bounced around from one customer service rep to the other.
All of this in only 4 months.
centurylink had a power outage could not use internet I ask them to give credit back because I had no service they kept sending me to 5 different people and still never got it resolved bad costumer service !!!
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mr.. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I verified the customer’s out of service
concerns have already been addressed. The customer was given a credit for
$12.83 inconsideration to the power outage reported to CenturyLink.
CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced. Sincerely,*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Attempting to contact a CenturyLink customer service rep to schedule disconnect of services as well as to determine the reason my bill is triple the amount it usually is. Website live chat features do not work. Unable to access my online account even after resetting password. I have made multiple phone calls to various departments where I was on hold for at least 45 minutes per call with no answer from customer service rep. The only option that seems to work is the automated phone feature to pay my bill which I do not want to do until I can rectify the amount.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mr. D. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I verified a CenturyLink supervisor
reviewed all billing concerns with the customer on September 4, 2020. The
customer was advised the billing increase had to do with a past due balance.
The customer canceled service on same day prior to speaking with the
supervisor.
After reviewing the Revdex.com complaint with the
customer, I was assured all concerns had been addressed. The customer provided
feedback on past customer service experiences. I agreed to document the
customer’s feedback to help improve CenturyLink’s handling with customer
service.
CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,JJ
G*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
When I signed up for internet services in April 2020, the representative advised me that I would definitely be able to watch Netflix on a single TV w/ the speed I was getting (which was 1.5 and also the max speed available in my area). Unfortunately, the Netflix would occasionally "clock/buffer". It got to the point I had to contact tech-support on numerous occasions, which they always said that it must have been a faulty phone jack. In August, I finally requested a tech come out to my home to check it out. The technician called me (since I was at work at the time) and he told me he had tested the internet there at the house and it was pulling what it was supposed to pull which was the 1.5. I proceeded to tell him that I had an issue w/ my Netflix continually buffering. The technician sort of laughed and said "well yea, you need at LEAST 3.5mb to run Netflix". I told him that when I signed up with CenturyLink, the representative told me there wouldn't be any issues w/ running Netflix on one TV. The technician replied, "Well, they lied to you."
I contacted customer service to cancel my services on 8/8/20 and explained my situation to a nice lady named B. She placed me on hold several times to discuss with her supervisor. The final result was that they would credit 2 of the four months of payment. She said they would REFUND my most recent payment of 135.27 directly to my bank account and then cut and mail a check for the remaining 15.90. After about a week, I didn't see any refunds in my account so I contacted customer service again. I was then informed that there is no way to directly refund anything to a bank account and that I would have to wait 90 DAYS for a check in the mail! I have left 2 messages for O (the supervisor in the financial dept) and have never received a call back. I also contacted them via Facebook message but also got NOWHERE.
Please be advised that CenturyLink has completed a review of the complaint filed by Ms. K J requesting a refund for services she did not receive. Ms. J stated when she established services, she was advised that she would be able to watch Netflix on a single television with the purchased speed of 1.5 Mbps. She stated she experienced constant buffering and was advised by a CenturyLink technician that she needed at least 3 Mbps to stream Netflix. She requested $135.27 be refunded immediately and after funds had not been posted to her account, she contacted CenturyLink and was advised it could take up to 90 days for the check to be mailed.Per the call reviewed, Ms. J contacted CenturyLink on 3/10/20 to set up new internet service. The agent quoted the Price for Life plan for $49 per month and informing the customer the highest speed available was 1.5 Mbps. The agent asked the customer what the service would mainly be used for, stating 1.5 Mbps was not the best speed. The customer stated that she would be using the service for streaming. The agent informed the customer that she would probably be able to stream in only one room but not two but was welcome to try the service. The agent also suggested Hughesnet to the customer in case the speed didn't work for her. Ms. Jenson agreed to the service stating she only watches television in one room.Records indicate the customer contacted CenturyLink on 8/11/2020 requesting to disconnect the account due to issues with the service. A credit for $165.54 was issued on the account for 2 months and 8 days of service. The funds were refunded via check due to they could not be refunded back to the customer's bank account. After the Revdex.com complaint was received, the check was released and mailed to the customer on 9/8/20.At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.Sincerely,Tonya PittsExecutive Office Case ManagerCustomer Advocacy Group, CenturyLink
It is funny dear Century Link that you want the customer to try and call you again, than have another Revdex.com mark on the record. I would love to call this number (1 800-244-1111) and talk to a supervisor and receive help, explain my situation etc, but when you as a customer are in queue to be answered by a person for an hour plus (MULITIPLE times) I do not think so. Nice try. Customer service is my complaint, especially being in a pandemic with working from home as a teacher.
CenturyLink appreciates the opportunity to review the concerns regarding the complaint that has been submitted by Ms.J*** L regarding CenturyLink's customer service department. Based on Ms. L's complaint, she attempted to contact CenturyLink multiple times but encountered extended wait times without being assisted. Due to the pandemic, we are currently experiencing a massive increase in volume which sometimes causes extended hold times and extensive delays with our responses. We understand the customer is frustrated about the recent events and we are truly sorry. Please know that our company’s ultimate objective is to provide the best possible service to all of our customers at all times. We are constantly searching for ways to improve on how we can better serve the customer in all areas. On behalf of CenturyLink, I sincerely apologize for any inconvenience and frustration experienced during this time. I have reached out to the customer directly to offer my assistance and at this time, no response has been received.Please advise if further assistance is required.Sincerely,T*** PExecutive Office Case ManagerCustomer Advocacy Group, CenturyLink
During May and June of 2020, our neighborhood had multiple phone outages varying from hours to days. Finally, after a four day outage I contacted CenturyLink (with great difficulty) and requested a credit for this latest outage. I was told a credit would be in the following bill in July.This did not happen. I contacted CenturyLink again and was told the credit would be in the August bill and received a tracking number ***. Again, this did not happen !!
The service provided by this company is terrible at all levels and any assistance you can provide is appreciated.
Please be advised that CenturyLink has completed a review of the complaint filed by Mr. F regarding an out of service credit not received for recent phone outages.In a review of the account associated with this complaint, repair reported several outages between 6/7/20 and 7/22/20 which affected several customers. Rec***s indicate the customer contacted CenturyLink requesting a credit but the agent failed to process the request. Feedback has been submitted on the agent's behalf.Please be advised credit was applied to the account on 9/6/20 and should appear on bill invoice 9/24/20.CenturyLink strives to provide our customers with the best experience possible including the reporting of any issues or concerns they may have. We are constantly searching for ways to improve on how we can better serve the customer in every area. We apologize for any inconvenience and frustration encountered during this process and hope this matter has now been resolved to the customer's satisfaction.
Sincerely,
Executive
Office Case ManagerCustomer Advocacy Group,
CenturyLink
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
R*** F
Problem with internet service. Frequently encounter "DNS_PROBE_FINISHED_NXDOMAIN" error when trying to access a website I need for school. I have contacted CenturyLink for 3 weeks now regarding the issue and nothing has been done. I requested a technician come to physically inspect the modem and attempt a fix. The repair technician never arrived on the agreed upon date and time. I continue to be charged for subpar internet service.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mr. F. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I
could not locate an account for the customer with the information provided on
the complaint. After reaching out to the customer, I was advised the trouble
was on the customer’s end and had already been resolved. The customer advised
his campus IT department isolated the trouble. CenturyLink acknowledges the
customers’ concerns and apologizes for any issues or inconvenience that may
have been experienced. Sincerely,JJ
G*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
A*** F
I have been on the phone on hold at Century Link for three hours trying to discintinue my service.
I need help
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Ms.. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, I
verified the customer’s CenturyLink’s services have already been disconnected.
The customer’s account is now final with no outstanding balance due. CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,
*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
Centurylink is not supposed to suspend their internet service during the pandemic. Yesterday Aug 31 my service was shut off. My children start school online Thursday Sep 3, and we have no internet. I called and tried to get answers, they will not reinstate my internet until the 165.00 is paid in full. I tried to set up payment arrangements, do partial payments of Friday, but nothing. For two days I was put on hold to speak with a manger. The first time I was on hold for 45 min, with no communication, the second time an hour and a half, same thing no communication. Today I called headquarters to get help, they kept transferring me to the same people again no help, nothing. They won’t work with us at all. My husband is the only one that has a job, but it has slowed down because of the virus, then he got the virus and was out of work for three weeks. He just started back this week working. We are taking what little we have and trying to spread it between everything that we have going on.
CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Mrs. P. At
CenturyLink, we strive to provide outstanding customer service, and feedback is
appreciated and utilized to enhance our training. Upon review, On September 01, 2020, the
customer was advised service would be restored if a partial payment is made.
The customer made payment for $165.00 on September 03, 2020, service was then
restored.CenturyLink acknowledges the customers’ concerns and apologizes
for any issues or inconvenience that may have been experienced. Sincerely,JJ
G*** Executive
Office Case ManagerCustomer
Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because: This company needs to call me, I had to pay a bill that I should not have had to pay at that moment. I needed that money to take care of other things for our living but I had to pay the internet bill, that cut into my food bill for my children. So, no, I don’t except that the matter is taken care of. Centurlink need to call me and have a discussion.
Sincerely,
S*** P
I contacted Ms. P to review her payment arrangement concerns,
I apologized for any confusion caused with a payment arrangement in concern. I agreed to a onetime of $82.00 for the late payment and restoral fees billed in previous billing.
Mrs. P is satisfied with CenturyLink's follow-up and resolution.
Thank You,
JJ G
CenturyLink Customer Advocacy Group
I rented a house for my final year in college and was promised I would receive 1gig fiber internet before the school year started on August 24th. My landlord said he expected the internet to be in by August 1st since we are student housing and in the San Marcos area that is the deadline for internet providers to be up and running. Since then they have made numerous excuses that seem false or unbelievable for a corporation of this size to continually push back the date of the installation. As of now we are told the final step is for them to give us modems to hook up to the fiber line that is completely installed. We have been waiting for modems for a month now, each week there is a new excuse as to why we are waiting, from having to move the servers the very last day of the contract, to programming the modems for a week. We are continually left in the dark with an update once a week telling us why we have to keep waiting. At this point school has started and the meager internet we have is barely enough for 1 person to reliably use let alone 4 people at once.
CenturyLink appreciates the opportunity to review the concerns regarding internet issues submitted by Ms. ***. Ms. has indicated that she was promised 1G of fiber internet before the school year started on August 24th. She stated her landlord stated he expected the internet to be installed by August 1st since this the deadline for internet providers to have internet service operational in the San Marcos, TX area.In my attempt to investigate the customer's concerns, I was unable to locate the account associated with this complaint with the information provided. I reached out to the customer via email requesting more information and was informed that the issue has already been resolved. The customer provided no other details.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,***Executive Office Case ManagerCustomer Advocacy Group, CenturyLink