Lumen Technologies

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.

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

We have tried to cancel Century Link internet since April 2018. We have had to make calls every month asking that they cancel. We are assured that they have and that they will reimburse the $45 per month since May 12, but each month we are charged $45. We have reported their activity to our bank as fraud and may look into hiring an attorney.

I purchased an upgrade to the company's internet service based on their promise of a $100 reward card.
I printed the confirmation of the order which says "This order qualifies for a $100 reward card." When I didn't get a reward card, I called the company.

The company said they cancelled the original order and created a new order. They could provide no reason for the cancellation of the original order.

They did note that the new order (which I never saw or signed) did not qualify for the $100 reward card.

I moved into a new house on March 30. Two days prior to moving I canceled my TV and Internet and phone with Century Link. I ported and kept my phone number at this time. (***).
Century Link is still sending me bills to my e-mail. I called last month to resolve and spoke to someone that said my service was canceled. I thought this was resolved. Today I received another bill via e-mail and attempted to resolve on the phone and by chat.
The regular client service department is telling me that somehow I canceled by TV and phone but not my internet. This is not accurate and there is no reason I would keep internet service for a house at which I don't reside. To rectify this issue the CS agent said I needed to speak to account retention. I was cold transferred to account retention. Account retention said they cannot disconnect/cancel my already canceled internet because my account is suspended due to nonpayment. I was then cold transferred to a bill collection area. They told me that they cannot unsuspend my account without a payment. I then repeated this process - being cold transferred a couple of more times with no success. I also spoke to two people by chat who directed me once again to account retention. The last time I was sent to the bill collection area they were supposed to let me speak to a manager. I waited on hold for 10 more minutes until I was connected to someone who knew nothing of my issue.

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.

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

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.

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.

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 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.

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 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 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.

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 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.

In May I signed up for Century Link service at my house to get wifi. I got my modem but my service was not turned on because they did not inform me that I needed to be home and did not bother to try opening the fence to the backyard as it was left unlocked for them. I had to wait a week and then they came out an turned it on. 2 weeks later I had a service order in to move to a new address. They told me it would be turned off and turned on at the new address on the same day. Instead a week before moving my service was turned off and after being on the phone for 2 hours they said it was a mistake and there was nothing I could do about it. I was without service that I was paying for for a week and then upon moving to my new place I came home from work the day I was supposed to have it turned on and there was a note on my door saying it was done. When I tried using it, it did not work. 2 hours on the phone later, I was told I needed a new modem and that they forgot to tell me and that it would be brought to my house by a technician the next day. Next day rolls around and I dont get anything so I give them a call and they told me something entirely different. I was told it had to be shipped and that it would take a week and that I needed a new modem because they sent me one they stopped using in February. I wait a week and no modem so I called again. This time, they cant even find the order that was supposed to be placed for the modem. The lady finally tells me that they can overnight it to me and I will get it the next day. When I got home from work today, still no modem. No one has been able to help me when I have called or used the online chat because they say that I have a "special account" where they cant even track the modem apparently and the only time I can call is monday- friday 8am-6pm. I do not have service and have been trying to study for an important exam. No one will give me an answer and I have been told different things many times.

Our internet service has been down for several days. My husband telecommutes and his business depends on our wireless connection. We've been told numerous times that a service technician is coming out and no one ever shows up. We've also been told that we'd be contacted by the service person and that hasn't happened either. They've missed several appointment times and we have no support whatsoever. Every time we contact the company help, we get the same scripted conversation with overseas employees. We've also been incredulous when they tell us that someone is coming out at crazy hours of the day - 10:18pm, really? I'd just be happy for some help period. Currently we're running everything off our cell phone's hot spot cellular service but are almost out of data. Would like to see some compensation for having to use all our phone data to do what this company is supposed to have us covered for. Really at my wits end. This happened once before when our line actually got cut in two. Over and over again the people in India made us shut our modem off and back on again - even after we desperately explained that we knew what had happened. Doesn't matter, they follow their script and we are made to feel that Centurylink does not care much about the customer.

I had cancelled service through century link approximately June 13, 2018. Because I had never received a confirmation. Email I called back 2 days later. I was told that they didn't show I cancelled service so they put it through for me. These 2 phone calls were made after 2 prior phone calls were placed asking for repair since the internet stopped working. No repair ticket was issued prompting me to cancel service. These several phone calls took well over several hours.
Today, July 13, 2018, I received a bill for a fun month service. After speaking to multiple people, again, I was told that their records indicated I requested service cancelled on July 2, 2018, when in fact I requested service terminated the days I had called and had no contact on July 2, 2018.
I can't pay for service not provided. I feel as if I have been scammed by the approximately ten people I spoke with.

On May 1, 2018 we agreed to a package plan with CenturyLink for phone service, modem, and Direct TV. The TV was out and hooked up right away. We waited and called CenturyLink on another phone only to find out we had a phone number and was suppose to have service. No service and spent HOURS on the phone with MANY locations to finally be told there was a line problem. This same scenario has been going on for 2 1/2 months until on Mon. July 9, 2018 we spent another 3 1/2 hours on one phone call AND 11 different people and locations trying to cancel the service. During that time they connected us with a retention person who harassed us for over 1/2 hour. In June we received a statement for $215 which we paid and now in July we received a statement for $252. In the beginning we were told the monthly charge would be $140/month. We were told now that we only owed $60 and we paid it immediately and that the service would end on July 13th. On July 12 there was no service only humming on the phone AGAIN. We were told to contact you and the MN attorney general. We have talked with you folks and told to file a complaint as we are doing and we also have talked with the attorney general who is sending out a form for us to fill out We are senior citizens with one of us having a serious health problem and needed a phone connection.