Lumen Technologies

I was told by Centurylink I was available for an upgrade to my internet service from 10mbs to 25mbs I put in the order. I called to check on the order and was informed the order was blocked due to lack of employees. On the -------Centurylink site it advertised up to 1000mbs so its false advertisement and I have photos to prove it.I ordered landline service and internet service that was supposed to be turned on the 3rd of may. Neither were turned on, they had to put another order in to send someone out to bury the drop line and they did and I still had no service. When they came out weeks later the tech drilled a hole in my front room wall and ***ed up the phone which was supposed to be in the bedroom due to my heart condition he told me this is where the phone is going to be. The internet service was not working correctly and 3 weeks later they sent a tech to fix it. which he did. He also called the main office and asked about the 25mbs being available to me and they confirmed it was

Hi Revdex.com,

My name is ***, and I am a current CenturyLink customer.

In October 2016, I became a CenturyLink subscriber. The verbal contract (there was no written contract) was that the price of our internet would remain the same for 2 years. CenturyLink increased our price after only 1 year. My wife and I did not realize this until July 3rd 2018. We called CenturyLink to cancel our service. However, their cancellation department pleaded with us to retain their services if they offered to set the effective bill dated to October 2017. I requested an email to confirm this change, which was provided by CenturyLink employee Natalie K (see below). According to the new agreement, we would have 20m speed for $40 per month, with our effective bill dated to October of 2017. Because we over-paid $50 per month from October 2017 to June 2018, this means we should have $400 of credit. If our bill is $40 per month, that means we should not owe again until 10 months from now (April or May of 2019).

However, according to a message my wife received this morning, I am actually set to be billed for $80.99 on July 28th (see below, following the copied email from Natalie K).

I called CenturyLink back to ask how this problem could be rectified, and they informed me that the plan Natalie offered is no longer available. I mentioned that I had it in writing that I would be offered this plan, and they told me that they could not confirm that (even though I have the email and offered to send it to them again). Thus, either their employee offered me something that the company could not offer, or Natalie's supervisor reneged on the offer. Either way, this has caused me great inconvenience, and I do not know whom to trust since different CenturyLink employees have told me opposing information. I freely admit that I became angry and cursed at the supervisor who told me the plan was no longer available. I have no rational choice left but to end my service with them and warn other potential customers of their questionable business practices. At the very least, CenturyLink should provide written contracts that specify when a service agreement begins and when it ends.

Sincerely,
-***

***, ***, Natalie J Natalie.J.K***@centurylink.com via olucdenver.onmicrosoft.com
Jul 3

to ***.***@UCDENVER.EDU
Hey ***! It’s Natalie K with CenturyLink and here is your price for life offer.

20 m speed for $40 per month. Effective Bill Dated back to October 10th, 2017 for satisfaction.

This communication is the property of CenturyLink and may contain confidential or privileged information. Unauthorized use of this communication is strictly prohibited and may be unlawful. If you have received this communication in error, please immediately notify the sender by reply e-mail and destroy all copies of the communication and any attachments.

Forwarded message ---------
From: CenturyLink
Date: Tue, Jul 17, 2018, 6:44 AM
Subject: Your CenturyLink bill is ready
To: <***>

1.800.244.1111

CenturyLink(R)
My CenturyLink | Customer Service | Payment Options

Bundles | Internet | Home Phone | TV | Special Offers

Your CenturyLink Bill is Ready.
Dear CenturyLink Customer,
Your current CenturyLink® bill for the account ending in *** is now available online.
Total Amount Due: $80.99
NO ACTION REQUIRED – YOU ARE ON AUTOPAY
You are enrolled in recurring automatic payments. Your payment will occur on approximately 07/28/2018
View Bill
To view the details of your bill conveniently and securely.
Important news about your account may be included on your bill or in the Regulatory Notices.

Was sent a flyer that I could upgrade my service, when contacted about doing so was told it could be changed immediately upon replacing my router. I contacted them 3 days later after replacing my router to match the requirements to have my service upgraded amd was told several conficting stories. It has been 3 weeks since firat contact amd I have been give 4 different days that my service would be upgraded, but each time my service became more deteriorated.

To Whom It May Concern:

We established service with CenturyLink on May 15, 2018, at our property on ***. On that date a wire was connected from the outside structure of our house on a DMARC box. The CenturyLink tech repairman reported to us that a work order was put in to bury the line. After weeks of no communication regarding the line, myself and my husband have had multiple communications with the tech repair department at CenturyLink in regards to burying the line. Communications have amounted to over 10 phone calls, with the last phone calls being this prior week. Communication on 7/13 ended in a conversation with a person by the name of "Bill" in the "escalation department" at CenturyLink. He confirmed that the work order was still on hold, but could not give an explanation of why. He sent an email to Tom M (plant supervisor in Littleton, CO) and let me know that Mr. M would be calling me that day to clarify the issue. Mr. M did not call on 7/13. I spoke with "Tonya" in the "escalation department" at CenturyLink on 7/17 and she contacted Mr. M that day as well and assured me that Mr. M would be calling me back that day. Mr. M did not communicate on 7/17. Here are my concerns:

1. The CenturyLink wire connected to my home has been unburied since 5/15. It is a safety hazard to my children and wildlife in the area.
2. There is impending construction at the property adjacent to my home over the course of area where the wire travels. The wire is a safety hazard to the build as well as a concern for disruption of our service.
3. Absolutely no preemptive communication on behalf of CenturyLink has occurred regarding this issue since it began over two months ago.
4. Each time I call the customer service department at CenturyLink I spend over 45 minutes being directed to an employee who can investigate and ultimately start over in regards to any progress with the matter. CenturyLink refuses to give me a line of direct communication to an employee to assist in expediting this matter.

My biggest concern is safety. I am seeking mediation in this matter to ascertain no one (including wildlife) get hurt because of the unburied wire on my property. Moreover, with the impending construction adjacent to our house, the safety hazard of the wire is compounded and can disrupt the service to our home.

On 7/11/18 I prepaid $55 for high speed internet service with Century Link. On 7/12 I received a voicemail message from an agent from Century Link regarding more information was needed regarding an outstanding bill at the residence address I had given. I returned the call on 7/12 at approx 3:45pm MST and spoke with Tyler who provided me his agent#***. I explained the message I received and Tyler told me he just needed to verify the last 4 digits of my credit card and the expiration date. I provided the information and asked again if there was any other problems due to the nature of the message? Tyler told me, everything was good? I asked again and told him he didn’t sound certain? He put me on hold, then come back and said the modem hadn’t shipped yet according to his information but I would have internet service on Monday 7/16. I asked Tyler how this could be since it was Friday and nothing had been shipped yet? His reply was he needed help to find that information but that everything was fine. So our call ended. I’ve received no call since then and also no modem. So I followed up again today, 7/17 at approx 6:30pm. I spoke with Dillon who provided me with agent #***. Dillon then said he could see on his system, regarding acct# ***, that there was still a bill owing of $153.25 from unreturned equipment from June 2017?? Since his system showed equipment had not been returned within 30days. Dillon said $53.26 of the balance was for services. I questioned why no bills stating a balance was owing? I also stated I had called in to cancel service, and it was verified at that time the equipment had been received and I paid a small balance of roughly twenty sum dollars, so why now? Dillon explained to me his system was down, but he would have to get me to Financial Services who could verify the return and credit the account or I could make arrangements to pay! I asked Dillon to credit my $55 I prepaid until this was resolved. He said he couldn’t because of the system, but I could call back tomorrow. I explained I’ve alread called on the 13th as well as today, and both times nothing has been resolved. Dillon tried to call the financial services dept to transfer me, but then wasn’t able too, said due to a downed system and 25min left till they close? I advised I felt this was a runaround and was amazed no one would take my call in financial services! If you still have 25min left in the day, why are you not taking my call and at least taking down information to research the issue and giving me hope on a call back. Obviously an agent at Century Link found it necessary to make contact with a customer, the customer calls back, but no one wants to take the call? If a business is open till a certain time, then they should be helping a customer up until that time. As a customer I need to get this straightened out. Not so much that I’m being denied future service, but almost a year later you address a balance owing and that it’s being reported on your credit report! Not cool and certainly not the way to do business. I can at least say, I have tried to call to resolve the issue, but got nowhere other than, “I can call back!”

The phone lines went down here due to a lightning strike 7/12/18 in the early morning. We have a home hospice patient at this address. I talked with customer service, supervisors and finally a manager explaining this dire situation here. We were unaware (Hospice was also unaware) about a form needing to be filled out for health issues. But the manager informed me that he could override that detail and scheduled a technician to be here 7/13/18. That did not happen. It is now 7/16/18 and the phone line is still out. This is unacceptable with a Hospice patient. Had anybody known any form needs to be completed for a Hospice patient we would have done that - Hospice informed us regarding the electric company needing that to be completed and it was done. Bottom line is this patient is on oxycodone and we need the land line available for Hospice to get in contact with us and visa versa. I on line chatted with a customer service person just a little while ago this morning and they quit the conversation on me. In addition, a customer service person on the phone last Thursday (7/12/18) was snarky with me using a comment, "what do you expect a supervisor to tell you??" when I asked to speak to a supervisor.

I placed an order for internet service on 23 June, through the chat function. After receiving the confirmation email I noticed the service address was incorrect. I contacted customer service and they cancelled that order and put me on the simple pay system, which charged me $55 which was $45 for the service and $10 for the modem. I declined the modem as I already had 2 CenturyLink modems. I was told by the agent that they had to ship the modem as the system didn't give them an option for the customer to use their own modem. The install date for that was 5 July, but as 5 July came and went I didn't have internet. I called and the agent and was told that I requested the account cancelled, which I never did. They then had to cancel that and start over which delayed my install date to 17 Jul, which was pushed to 27 Jul do to overbooking. The agent was able to get an override an move the installation date to 13 Jul. The technician showed up to my house and told me I wasn't able to get the service I ordered. Instead of calling tech support or anything to try an get my service up he just left. I called the customer service line and they supposedly put in a request to have tech support contact me which never happened. Today I was told that my house was never eligible for "do it yourself" install and that I had to pay $60 for another technician to come back to my house. Now the earliest they can come out is 3 August. Then I was told the slower internet service is actually more expensive then the faster service I thought I was getting. From the original order I placed on 23 Jun until now I have place three orders for internet, talked to approx. 10 representatives, and still do not have internet. Having been a previous CenturyLink customer this is not the level of service I have come to expect.

We recently moved into a new house. In an established neighborhood. I didn't in my wildest dreams imagine this would be the case. I went to switch my internet over to our new home. I pulled up the chat. Spoke with Danny M. He stated that he could give me a great deal. 3MBPS for $45 with a $10 rental fee for the modem. Okay 3 sounded low. I asked him Why I couldn't just keep my service and he kept telling me he understood and that if I wanted to keep my current price I would need to call the retention department. All I was asking is why. He kept saying he understood like he was a pre-programmed robot. I asked for his supervisor I was transferred to Carlos. He did give me the same robot I understand answers. Finally I got it out of him that I'm currently paying for 40. I don't know about you but 40 to 3 is a huge jump. I have a son that's disabled and does online preschool. The program wouldn't run with 3. Even with 40 we had service issues. My prediction is if we agreed to 3 the most we would get is 1 maybe. I decided to call the retention department. Spoke with Savanna she was very nice to speak with. I told her my situation and she again verified my address and saw the most I would get would be 3. I asked her doesn't that seem low? She said yes very. I said well can you let me out of my contract? She asked me a series of questions. She said based on my answers 3 would not work for us at all. She said let me speak with my supervisor. After 10 minutes she came back and said because I'm under contract and there IS service they wouldn't let me out. I said even thought the service won't do anything? She said yes. I asked to speak to her supervisor she transferred me to Allie. Who was very rude. She basically told me the same thing. However she said well for $120 I can let you out of your contract. I asked her what my next steps were. She told me she was the highest person. Then further into the conversation I found there was someone higher but I had to e-mail and wait 7-10 days. I asked Allie for a way to contact her back directly because she knew my situation. She said there's no way. I just have to call back and get who I get. Again very poor customer service. I've been a customer of century link for awhile. This is very disappointing.

I have been a customer with this company for rough a year or 2. Within the past year I have had an account opened in my name with out my knowledge, received ghost billing causing additional payment of upwards of $300+, have been talked down to by customer service personnel. The company has tried charging me for routers that I've never received. After moving from my apartment to my current home they did not change the service address resulting in the 300 in ghost Bill's. I dknt believe any company should be able to screw around an individual as much as they have me. I will not use their services and and will ensure I advice friends and family against it.

Paying 100 a month for a phone and internet bundle for 20mps and for the last several months we have been getting 3. When I called to get it resolved I was told by their customer service representative that nothing was wrong and that I was paying for 3mps a fourth the speed of their lowest offer. When I asked for help to resolve this they said that they would have to speak to my deceased mother I informed them that she was no longer with us. They then demanded to be faxed a death certificate. They are liars and thieves.

cl constantly raises my price for my phone and my wifi
they lied in the beginning saying it would stay the same but every month
they add more onto my bill

I cannot pay; I am a senior on SS and some employment but not enough to satisfy
those crooks; for years they were a good company but not now; they cheat everyone

I was a Century Link customer in the Arizona market for years and ended my service in Nov. 2016 at my home residence upon a professional relocation to Minneapolis, MN. I have saved emails from Century Link requesting my monthly balance dating back to 2015; my last request being sent in Nov. of '16, which I paid and have verified payment. I never received an email, nor any physical statement in the mail after Nov. 2016 indicating I had a balance or suggesting that I was in default. To provide even further context, I maintained a Century Link account when I moved to MN on 12/2/2016 and on 12/1/2016, prior to even moving in, I was auto-charged $39.95. I maintained good standing on my account for 18 months until I canceled on 7/3/2018. Again, at no time did I ever see a statement or receive a phone call that I owed a balance with my prior residence.

On 7/16/2018, after having relocated back to Arizona and 18 months after leaving, I received a letter that Century Link had referred me to a collections company indicating that I owed $108.04 for my service dating back to 2016.

I have reached out to Century Link and have not received any communication back. I find it incredibly insulting that a company who I continued to use for services couldn't locate me even though they had my phone number and address to collect on a balance I somehow owed them? I also find it incredibly insulting that I never received anything suggesting I owed a balance, but 18 months later, receive a collections letter.

Over a year ago we reported a line being cut by the state. It is an overhead line. We have repeatedly tried to have this issue resolved. We lose internet service when the humidity levels are high or it rains. All the company does is send a tech out to look at our line at the house. The issue is down the road about a mile. We were told several times by the technician that that is a third party issue and that they would have to come out and fix the overhead line. 3 times we have contacted CenturyLink the issue is still not resolved it has been over a year. We would like issues resolved.

I spoke with Mandasia in new accounts to set up new service. I was quoted 107/month for 25MBPS internet speed and home phone with unlimited calling in the US and Canada. First off it hasn’t worked properly since installation on 7/6/18z a tech came out 7/12/18 (leaving us with no service in an area that has no cell service and a disabled husband at the home alone while I am working with no access to 9-1-1). Tech came out 7/12/18 and still having phone and internet issues. Additionally after I agreed to price based on internet speeds we are told we can only get 0.0785KNPS which is only a little faster than dial up. That to me is a bait and switch as I would never agree to this price for internet that is so slow I time out trying to check my work email. Now we have to wait another week with services not working to get another tech out here who will hopefully correctly fix the issues we are experiencing with the phone and internet, The home phone number is *** and we don’t have our account number yet.

I have been dealing with an account you indicate was unpaid in the amount of $107.64 for the past 2 years. Below is a timeline of what has occurred.

November 2015 - Cancelled and closed my Century Link Account ***. Received a refund check from Century Link in the amount of $62.66.
January 2016 – Obtain a shipping label from your equipment office on 16th street mall Denver. Shipped and returned modem. UPS Tracking # ***.
April 2016 – Received first collection attempt from ***. Indicating that I owe for the modem. They asked from proof that the modem had been delivered. I printed and sent them the Proof of Delivery from UPS tracking site that indicates the modem was received on 1/11/2016 and signed by a T T.
April 2017 – Received 2nd collection attempt from ***. Indicating that I owe for the modem. Explained the same as with *** and also sent them a copy of the proof of Delivery.
May 2018 – Received 3rd collection attempt from ***.
June 5, 2018 At this time I decided to call Century Link directly as an attempt to have my account corrected and stop other attempts to collect from collection agencies. You asked for proof of the equipment being delivered. I sent you a photo copy of the proof of delivery. You said you would take this to your supervisor so that she can credit my account and get back to me. I did not hear from anyone. I sent a follow up email to you on Tuesday 6/12 and yet to receive a response.

As of today 7/15, 3 follow up emails and 2 calls to your customer service team I still have not received anything confirming this account has been marked and paid in full. I have been harassed by collectors for the past 2 years when in fact this account has been settled since January 2016 and is marked as owed in error.

I have a 100% ratting on my credit report when paying bills. I am NEVER late nor do I ever leave an account unpaid. I found this appalling that after jumping through all the hoops requested by your company when I closed this account to return my equipment, saved the confirmation of delivery and then to be asked to verify it due to its age. Yearly when I would receive a collection notice I would get enraged because I knew it was in regards to your account and this had YET been taken care of.

I have been trying for almost a month to cancel service at ***. I bought a home on 6/11/18 and needed to start new service, which was done without issue, overlap my service from my home to my apartment for a few days and then disconnect my service. From what I have been told, the disconnect at the apartment could not happen til 7/2/18. I was told by a representative about 2 weeks ago that if I entered my information I would be sent a return shipping label. I have been waiting on this label and today I was told that the label must be printed and will not actually be coming in the mail. I am infuriated that this process has taken so long. I have called multiple times and the representatives are not helpful, they are slow, uninformed, ignorant and need more training. I keep getting different information each time I speak or online chat with someone. As of today, I am still being billed for the apartment account and the account at my home as well. I have asked multiple times how I can return the equipment and I am told that I cannot return it to a local store because that will take longer than what I've already been waiting.

CenturyLink sent a debt collector after me even though I have never used their service (nor will I ever), nor are they available in any area I've lived in in the past 10 years or so. When I contacted CenturyLink, they refused to do anything in the way of closing the collections account. My credit score is still affected by their complete incompetence in this regard. I demand this fraudulent collections account against me be closed immediately.

At the end of June I want to say like the 27th I called them to turn off my home phone service due to me not using it and they asked me about increasing my internet speed so I aagreed to do so. They informed me that a service tech would have to come to my home and hook it up and one would not be available until July 12th which to me was a long wait time but she said they would not charge me until then but left my home phone on as well which I voiced concern that my long distance wasn't working either but since I was disconnecting it was not a big issue. She told me the texj would be here between 1-5 on July 12th that I would receive a call prior to his arrival. July 12 the came I made arrangements to leave work a little early just in case well no one called or showed got on the app and used the where's my tech option it said nothing was scheduled for the 12th I hen proceeded to chat with some one and was never connected I ldecided I would just deal with it the next day. I called they told me the tech had resscheduled my appointment until the 19th as if the 11th. No one called me to tell me this so I was upset asked for a supervisor told her my concerns she told me she would make some calls. She called me and left a message that it was expedited and would be completed between the 12&2 pm I missed her call cause I was vacuuming and did not hear the phone ring well then I noticed I didn't have any internet at all now so I called again and was told that my modem was not compatible with my new service so I was like well so you just cut it off and now I won't be able to use any internet until the truck who I don't even know is going to show up comes and ye said they could not turn my old internet back on until tomorrow which if the tech comes today I will not need tomorrow. I just got mad and hung up. Unfortunately this is the only I internet provider in my area and they know that. I have been with them for as long as I can remember at least 10 years or more. I just feel like this is poor customer service and could have been handled alot differently. If you pay for a service you should receive it and it should not take 2-3 weeks to get a new service that they offer If you only have one teh you need to hire ot train someone else.

signed up for service on Jun 18, 2018, activation date was 2 Jul 2018 ( I have a letter from CenturyLink to this). I take this a letter as a contract for them to meet their commitment. I still do not have service. I signed up for phone and internet. I have spent hours on the phone with supposed customer service representatives that have lied about when I would have service and several have hung up on me.

I applied for an account under false pretenses. The technician explained a soft credit check in order to receive service. In fact, the credit check was hard and affected my credit score. I had unreliable service at best for all of about 7 days. After which, I cancelled services.