Lumen Technologies

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.

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

I work for a small business. We had CenturyLink come out and install 2 phone lines, 1 fax line and internet. They had to come out 9 times before they got it right. Later our office had a small fire and we had to move into a portable office behind the original office. It took us a month to get them to come out and move our service 6 feet from original building. We remodeled our office and a month before our move in date started calling them. After numerous promises to either call back or come out ..........NOTHING. Finally after 6 full weeks of calling and e-mailing every day someone came out. Only to tell us we had to get someone to install the wiring and jacks etc etc. This was another week in the waiting game. So if you have 2 months before you need service by all means these are your folks to call. BUT if you are like me and you need something ASAP DO NOT USE THEM! They SUCK BIG TIME!!!

I canceled my *** service to go back to Century Link who I used to be a customer with. I left Century Link because of internet speeds far below what was advertised. In May of this year they upgraded some equipment in my area which would provide faster service. I agreed to the speed and the price. All is fine with the price and speed so far. My complaint is that when I was ordering my service the sales lady (Kathy from Ogden UT) said I would be getting a 150 dollar gift card for switching over to Century Link. I did not get the card as promised after two months. I called and they said since the order was taken by Kathy a retail agent my call was not recorded and they have no way of determining what was said. This is not my fault that they did not record the call. I was promised the gift card and it did not come and won't according to the rude person who just got off the phone with me.

I was promised a $100 Visa Gift Card multiple times when moving addresses from *** to my new address ***. I have reached out to Century Link 5 separate times to determine where my gift card is and have been transferred around continuously and have spent at least 5 hours on telephone calls or chats with Century Link and have made zero progress. Highly dissatisfied and realize it appears I have encountered false advertising.

They billed me for an extra month after I canceled on the exact contract end date.

I have had nothing but problems from day 1 with this company. I gave them three chances to fix it. Their equipment is old and outdated. I constantly kept getting disconnected from the Internet. We even swapped modems. I told them before I gave the modem back that I was unhappy and to cancel. They wouldn't do it even after I physically disconnected it myself and gave their modem to the service technician. They stretched the time period out so I couldn't claim their guarantee. Now they are billing me for a modem and interest on the month that should have been dropped. Their customer service is overseas and they can barely talk English. They are purposely pulling this crud to write it off!

I have email proof I tried to get this turned off several times and they kept telling me I had to do it in person. The senior techs know I did. Their two head senior techs were at my door recieving the modem!

Century Link took money out of my checking account they always have done it with no problem at all. Well this month they took out $366.94. I called them on Friday July 20, 2018 the guy I talked to said that they would be returning my $300.00. Well as of July 23 it still has not been put back into my checking account. So I called them again and they told me that the money was returned, so I went to my Bank to ask them if it was there and they told me NO. Today I had another bill taken out, so now I have an over draft of $444.52 because the money they took out. I would of had the money for this last bill if they would of only taken their $50.00 some dollars they were suppose to take out. Century link told me I owed for a Modem, well I never even accepted it from the *** man, Century Link was trying to make me buy something that I didn't even need my Modem I already had was just fine.
I have call Century Link many times and they still have not fixed this problem. My bank told me that if they returned the money it would show on their computer, and as of 9:30 July 23 it was not there. Now I would like Century Link to pay $444.52 because of my overdrafts and not having the money in my account for $112.00 payment that was taken out today.
Also I would like to know why I have a $733.88 Bill with Century Link when my bill has always been paid in full?
I just to Natasha in Financial Services and she told me they didn't steal any money that my bill was $366.94 and I told her that my Modem was returned it shows on their computers they just didn't take the $300.00 off my bill.
I am on a fixed income and this has put a lot of stress on me and when I get stressed I get sever Headaches.

I called in the beginning of June to cancel my services. I was told that I was all paid up through the billing period and that I would be receiving a refund to be forwarded to my new address. I was also told that autopay would be stopped. In July, I was charged again for services that I had not been receiving. No one was able to explain to my why I was charged. I spoke with someone who said she would be sending out a refund as well as a check to cover my overdraft fees from my back. I received an email today showing new charges of $66.25 I have called CenturyLink in total 5 times to try to resolve this issue, and have been transferred around, and not given help by anyone. The last time I was placed on hold waiting to speak with a supervisor to resolve this for over an hour before I had to hang up and go about my day.

My billing for services dramatically increased in March 2018, I’ve made multiple calls to Centurylink to resolve the issue only to get lip service of agreement and promises of correction, yet my billing has only increased each month since. After making many calls each month since, finally speaking to a supervisor, Janet R, in May 2018, who promised to settle my monthly billing at an agreed upon total monthly billing of $202 with no change in current service plan, yet my July statement is again excessive ($239). I have asked to speak with a manager yet no one has contacted me. I have tried to cancel my services with centurylink each of the past 5 months, only to be given promises of resolution and lower rate guarantee, that never happened. I am being scammed by Centurylink.

Today we came home to our service not working. We contacted support who stated we had not had service since June 15th because an automatic payment didnt go through. I informed the agent that it actually had been working at least until the 21st of July as that was the last time we were home to use it. She stated our account was disconnected now and not suspended and nothing could be done despite their error in it not being suspended which would alert us something was wrong with the payment. Because the service was not suspended we didnt have an opportunity to update the payment. Instead the account was disconnected entirely. On a call prior to this one an agent advised that if a payment doesnt go through service would be suspended until payment was recieved. It seems as if its a scam to try and charge more because we are forced to start the service all over. Then we waited on hold for more than a half hour waiting for a supervisor. I now understand that the payment didnt go through which wasnt realized until we called in. Not everyone monitors their bank account daily so not having it suspended like the previous rep mentioned made it seem as it went through fine. Now we wait 3 days to 2 weeks to wait for a new modem and send in the old modem. When we first set up the account it took a month and a half to even get the modem and technician to get service started. I now am in jeapordy of losing my job that depends on the internet. The system supposedly is set to automatically suspend the account per the supervisor Gabriel from Springfield, MO. This system is clearly flawed and has caused a huge financial strain and frustration.

We have CentryLink internet in our home and the issue that we are having is that when ever there is bad weather (meaning rain) our internet goes out. Now my issue is that every time this happens we can’t run a successful business thus causing my family and I to loose money. This has not been the first time this has happened, every time this happens we are without internet for a week or so. I can’t believe that a company as big as CenturyLink is can’t even get their services straight. Also when I call customer service I get bounced around like a ping pong ball because everyone I speak to tells me that Florida is not their area and then when I get a hold of Florida they tell me that I have specialty internet and can only call at a certain time and that they can not help me. I hope this gets resolved in a timely matter.

The problem started when I asked Centurylink to transfer my service to the new address. I called them and had everything scheduled, however, at the time of the installation date no one showed up. I called the company and the representative told me they have canceled the installation and transfer of service for no reason. I asked to be canceled and got an email confirming it, but then the service continued active without my authorization. I contacted them once again complaining and they said I should get a refund for the charges implied (they were charging me re-activation fees and other fees) but the service continued to be active and they kept charging the account. I have a transcript of the chat I had with one of the representative in regard to this problem. Nothing has been done, the account remains active, and they are charging me over $200 for an account that I asked to be closed.

In approximately April 2016, we contracted CenturyLink for our home internet service. From the time we started service with them, the bills were incorrect each month and I had to call repeatedly to have them fixed. We moved from this house in late October 2016 and my wife called to cancel service. She was told that I had to cancel the service, so I did an online contact form to cancel while at work. She was not told of any outstanding balances at this time. I received notice that I could not cancel through online means, so I sent a follow up letter indicating my desire to cancel service. At that point it had been several months since we had moved from our previous residence and it should have been clear that there was no service being used at that residence.

In March 2018 we received a notice stating that we owed $536.52 on this account. My wife, believing this must have been sent erroneously, tossed the letter. In May 2018 we received a collections letter stating that there was a balance owed on this account. I'm not understanding how a balance is owed on this account as I have not recieved a bill since we moved, and, quite frankly, none of the previous bills we received when we were using the service were ever correct.

My internet account with CenturyLink was closed since March 2018 since I switched my internet provider to ***. However, CenturyLink continues to charge and bill me monthly even though the internet account is already closed; so the billing charges keeps adding up monthly too. I called Centurylink customer service monthly and even spoke with the supervisor and disconnection team, and all of them always promise me that they will fix the billing error and I will receive a final bill. None of this happen and now I received new bill again. I should not owe any amount from them since I always pay my bill on time. In fact, I even overpaid them since the amount I paid on 4/22/2018 I should not pay but made a mistake of paying it since my account was closed in March 2018 and I should not pay that March service. That's why the customer service issued a credit for the over payment.

I spoke to someone who I thought would resolve my issues but clearly didn’t . I transferred services to a new home and was told my bill would be about 170$. Well I woke up today and saw $224!!! I was charged 80$ for internet for 1 week and for 1 month, separately — when I signed up for 50$ internet (which includes a loyalty discount)!! I then was told by the same representative to not deposit a 41$ credit check I received in the mail because it would be applied to my bill, plus an additional 20$ because I was over charged 67$ the previous month. Again, neither of those credits took place. I can see why people are wanting to sue this company for overcharging! This is beyond ridiculous and now I will be sitting on the phone with multiple representatives tomorrow to figure this out— and I know it still won’t be resolved because I’m sure I’ll be calling again the following month when my bill comes out

Moved into our new home in March of this year, unfortunately looking for the best deal instead of the best company. Our fiber optic cable has yet to be buried, it is now nearly August. Instead we have a drop line running on top of the ground across our back yard and the neighbors. We have contacted CenturyLink on multiple occasions and were told we would see someone the next week. We have escalated the last two calls to our local supervisor. Have yet to receive a phone call. We will be ending service with CenturyLink soon, putting and end to our and our neighbors misery with this company.

Centurylink continues to charge me without cause. I had a plan with them, bundled with directtv. Last month, I cancelled Directtv, due to issues. Because they charge in advance, they refunded me the money for the second half of the month (since I wouldn't be using it). So, Directtv was cancelled. However, this month, Centurylink charged me again ($110) even though this was cancelled. I spoke with them but they insisted they couldn't help. They even tried to tell me that it was my final bill for Directtv (even though Directtv had already refunded me for unused time the month prior). This unethical practice is hurtful and concerning and has caused a ton of hardship on my family.

Also, my plan is 56 a month and they somehow kept it at 66. I would like the ten dollars back for that as well.

I am also very interested in having my time compensated as I have spent roughly 20hours on the phone and in chats with them trying to resolve issues without being helped.

I have an unresolved issue in which I think Century Link needs to resolve. I had service from December 2015 to July 2016 with century link with a one year contract and I was renting a router from them for a total of roughly $52 a month. At the end of July 2016, I found out I would be moving from Tucson to Phoenix. The place I was moving to had *** services only. So I called Centurylink in July of 2016 and asked what I can do as I would no longer need or utilize the service. Since this was 2 years ago, I don’t remember every detail of what the representative said but she was very nice and said since I had 6 months of service already, I could basically end my account and return the router. 1-2 weeks later, in August of 2016 I went to the Paradise Valley century link store in Phoenix to return my router. Once again, the century link employee told me everything was good to go and never once was I told further action or payments would be require. For over a year I kept the receipt from the store in my car until recently I sold my car and cleaned it out, throwing away the century link information. Figuring it had been so long, I threw away the century link receipt from returning my router. For two years, I never received a single notification from century link regarding my account. Fast forward to July of 2018, I get a notification that I had a $320 collection from them on my credit score. I was extremely panicked, as I had intended on getting a personal loan to consolidate my current debt in hopes to make my life easier and debt more manageable. So I immediately called century link to resolve the issue. The first person I spoke to was very nice and said once I had proof that I had returned the router, she could reverse the charges. She told me to call the store I returned it to, so I did. The gentleman at the store helped me the best he could but since it was so long ago, he claimed he was unable to pull up my information. He gave me an internal phone number to call. So I then called the new number provided. The person I spoke to, after much time, was able to pull up a tacking number of my router and basically said that was all I needed. So I call billing back and once again explained my issue. This particular gentleman was extremely rude and condescending. He told me I had to call *** to file a claim and that I should never return software to a store (which was the first time I had an employee tell me that). I ended up hanging up to try to call back and get a different representative. I did call back and get a nice representative that said he’d be happy to help. He asked for the tracking number, so I gave it to him. When he got looked it up, he said he couldn’t see anything and even tried to track it on the *** website. He said he can’t give a credit based on that but if I call back the internal number and they update the notes saying the router was received, he would gladly give the credit. So called back that internal number YET AGAIN. Luckily, that gentleman was also very helpful. He said a *** shipping label was created in November of 2017. I was extremely shocked because I had returned the router in August of 2016. We both agreed that it seems some mistake had occurred. He said he put in detailed notes with his employee ID number saying I could finally be given my credit back. I was very thankful this mess seemed to be over. At this point, I had been on the phone for about 3 hours. This representative said he transferred me back to the department I needed to go to, however, the phone call somehow got hung up. Frustrated, I called the billing department back. I explained my story yet again and the representative said he’d be happy to help but placed me on a hold. I was told this was the department I needed to call back to get the issue resolved so I was wondering why he put me on hold. At this time, it was about 4 minutes until 6pm when they closed. So, this representative put me on “hold” for several minutes and at 6pm, a recording came on and said “the offices were now closed” and hung up. I was beyond frustrated at this point because I had spent several hours trying to resolve the issue with several people telling me different things with no resolution. There was nothing more I could do this evening, so I called the next morning.
So I called again and the lady tried to help but did not seem to be understanding the situation. She tells me at this point it wasn’t the router I was being charged for! When all day yesterday, that is what everyone had said! I was beside myself with frustration and kindly asked to speak to a supervisor. She put me on hold and spoke with her supervisor. She told me that the supervisor told her that I needed to be transferred to customer service. Great, another department transfer. I explained my story YET AGAIN and asked why my account was open for almost two years after I closed it. He said it looked like I had service from 12/15 to 11/17 which was ridiculous because I had ended my service in July/August of 2016. He said it looked like payments had been made on my account in September of 2016 and so on. So at this point Im thinking someone had an account under my name. He said he would transfer me to another department, he told me to ask for a supervisor right away and that they could pull the old phone calls I had with them. Which was great news for me, I thought finally I would be close to a resolution. So he transferred me and I explained my story YET AGAIN and the representative talked to her supervisor who said I needed to contact the police and he needed subpoenas to pull phone calls. I’m literally in tears at this point and ask to be transferred to the department that could just get rid of these charges once and for all. So, I get transferred to the collection or final bill department as I’m crying because I had spent a total of 4 and a half hours trying to get this resolved. This particular lady was absolutely uncaring and unsympathetic which was further frustrating. She ends up telling me that they could reverse the router charge of $108 but I still owe $211, which she couldn’t even explain what it was for. So I ask to be transferred to a supervisor which after much backlash, I finally was. She said the $211 was for a 9.99 monthly “vacation hold” charge and that they would not reverse it. My response to her was “why would you charge me for this when at no other point in time was I ever told about this?” Why am I being charged when a centurylink employee told me I could return my router and not be obligated to pay. IF I had been told it would be $9.99 a month through the end of my 1 year contract, I would have had no problem paying it. My other question would be, was was I continued to be charged this $9.99 fee past my 1 year contract? Why did I not receive a bill for this supposed monthly charge at the new address I provided? I did only live at that new address for a few months before I ended up having to move again. But I never once received a “vacation hold charge” bill while I was there. Also, I never received any notification that this account would be going to collections. To which employees told me that they sent a final bill or notice to my old address and never received it as returned from me not living there which is absolutely beyond my control. It is not my fault that the current residents or even the post office did not return the mail back to the sender (you guys). So now I have a collections account on my credit score and it is affecting my whole life. I spent 6 hours on the phone with you guys and not one person was able to truly help me. I think you should right this wrong and reverse this charge and take my name off of collections due to your employees lack of communication in letting me know what truly needed to be done. Also, if it is a vacation hold” fee of $9.99 a month, how did it add up to $211 when my contract would have ended in December 2016. I need this resolved immediately as it is causing me extreme stress and affecting my life financially. I’m not a dishonest person, and through all those 6 hours of being on the phone, I was as kind as I could be. Please make this right.

I canceled our service with CenturyLink in February 2018. I paid our final bill on February 22, and the disconnect was posted to our account on March 5. Since then, I continue to receive bills from CenturyLink even though we no longer have service. I've called three times and keep getting transferred from department to department with the representatives telling me the account is canceled so they can't help me. I cannot view the bill online because I no longer have an account. We were billed for DirecTV services through CenturyLink, but I canceled those services as well with both CenturyLink and DirecTV. I do not know what the charges are for, and I will not pay a bill for something I do not owe.