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Lumen Technologies

930 15th St Fl 11, Denver, Colorado, United States, 80202-2932

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Reviews Telephones, Internet Providers Lumen Technologies

Lumen Technologies Reviews (%countItem)

I had my internet go down on the 6th of July and the soonest they can get a repairman out is the 24th of July. They consistently do not provide basic service for interruptions.

Lumen Technologies Response • Aug 07, 2018

Our records indicate Mr. also submitted a complaint with the VA State Corporation Commission (#***), Federal Communication Commission (#***) and CenturyLink Executive Office regarding his concerns. A response from CenturyLink was sent to the VA Commission on July 19, 2018. Please refer Mr. to the below VA Commission response for more information.

Margaret
Customer Advocacy Group

From Name Customer Advocacy (PUC)
To Address @scc.virginia.gov
CC Address
Subject FW: FW: ***--Out of Service [ ref:_00D412HUz0._50041bMrz9:ref ]
Hello Hykeema,
High Speed Internet service for Mr. was restored today, July 19, at 12:32. Our field technician repaired a jumper at the cross-connect box. A credit of $45.00 was provided for the time out of service. A message was left asking Mr. to call if he has any additional problems.CenturyLink appreciates the opportunity to address Mr. concerns and apologize for the inconvenience experienced.
Please let me know if you have any questions.
Thank you,
Jenny
Case Manager
Customer Advocacy Group
CenturyLink

Customer Response • Aug 07, 2018

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

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.

Lumen Technologies Response • Aug 08, 2018

Centurylink appreciates Mr. *** giving us the opportunity to review our handling of his account. I would like to apologize for the less than exemplary service that Mr. recently received from Centurylink representatives. His comments are appreciated, and to improve customer service, will be investigated. Our representatives need to know the negative impact we have on customers when we fail to do our jobs well. Our records indicate that a payment for $192.16 was improperly applied to Mr. account on 07/09/18. A different customer incorrectly wrote the account number on her payment which applied to Mr. account. This payment left a balance on the account of $60.77. Which Mr. paid as he was informed that this was all that was due on the account after the payment of $192.17 had posted to the account. This mistake was located after a payment investigation was completed as the other customers account showed a balance due still, and the payment was found as it was placed on Mr. account. This payment was removed from Mr. account and transferred to the other customers account who entered the wrong account number on her check.

After this payment was transferred to the correct account this still leaves the balance due on the account of $192.17 for the services that were provided. Upon our investigation we find that the billing is accurate and correct. The bills are both higher than they normally would due to prorated charges and onetime activation charges. For any further questions or clarification please contact our team directly to discuss them at 1-800-244-1111. CenturyLink has closed this complaint.

Centurylink regrets any inconvenience Mr. has experienced.
Sincerely, Mr. C

Customer Response • Aug 08, 2018

Complaint: ***

I am rejecting this response because:

We have made payments to the company now, but we did NOT receive service during the May 1 to July 13th (which was our cancelations date) that was only intermittent during that period. We requested repair MANY times and the customer service could only reply to us of what they seen on the computer. The service was only a temporary fix and never got totally fixed and would fail again and again. One of us has a medical problem that requires a good phone connection of which we NEVER received. We feel that we are due a compensational refund of our money. The response from CenturyLink is not satisfactory!!!

Sincerely

Lumen Technologies Response • Aug 17, 2018

CenturyLink has reviewed our previous responses to Mr. issue. After careful consideration, we find our original investigation and response to be valid. Our records indicate that our technical support had been contacted several times and troubleshooting was preformed in regards to the trouble encountered. Unfortunately, CenturyLink only offers credits for out of service when the service is non-functioning for a full 24 hours and must be reported to CenturyLink help desk (1-800-788-3600) as soon as the issue is noticed, credit will not be issued without trouble shooting measures and notations.

CenturyLink strives to provide quality products and services and appreciates the opportunity to address Mr. issue. We regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situation. CenturyLink has closed this complaint. Sincerely, Mr. C

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.

Lumen Technologies Response • Jul 31, 2018

I have received a copy of the Revdex.com complaint filed by Ms. ***, regarding a billing dispute. After investigation of Ms. account it has been found that the account has been canceled and the billing has been adjusted back. The account shows that there is a credit balance of -$14.85 that will be mailed within 30 days. CenturyLink apologizes for the frustration encountered. CenturyLink has closed this complaint. Sincerely, Mr. C

Customer Response • Jul 31, 2018

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

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.

Lumen Technologies Response • Aug 01, 2018

CenturyLink appreciates Ms. *** giving us the opportunity to review our handling of her account. I would like to apologize for the less than exemplary service that Ms. recently received from CenturyLink representatives. Her comments are appreciated, and to improve customer service, will be investigated. Our representatives need to know the negative impact we have on customers when we fail to do our jobs well. Our records indicate that unfortunately the customer has chosen to discontinue services with CenturyLink and the account is now closed. Our records indicate that a credit was placed on the account for the time that they were without services.

CenturyLink regrets any inconvenience Ms. has experienced Sincerely, Mr. C

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.

Lumen Technologies Response • Jul 31, 2018

I have received a copy of the Revdex.com complaint filed by Ms. ***, regarding a billing dispute. After investigation of Ms. account it has been found that at this time the account has been closed and the appropriate credits have previously been placed on the account. CenturyLink apologizes for the frustration encountered and expressed and will supply her feedback to the appropriate channels. For further questions or concerns please contact our team directly at 1-800-244-1111. CenturyLink has closed this complaint. Sincerely, Mr. C

Customer Response • Jul 31, 2018

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 set up two separate install dates for internet service through Century Link, and they never showed up. What's worse is that sent me a bill after they never even installed it!

definitely the slowest internet server ive ever used but thats not the complaint... initial installer pulled an unrelated underground cable to my house out of ground, to look at it I guess, left it there... when cable burying crew finally came a month later to bury centurylink cable they left the cable the centurylink guy pulled from ground on the ground, next to the centurylink cable, instead of burying it... now they say its not their responsibility to bury it where it was before the centurylink guy pulled it out of the ground

I first called Century Link to order new internet service on 7/2/2018. I was informed that a technician would be out the next day on 7/3/2018 to connect my services. No one came or called to let me know they would not be coming. I call customer service that very same day twice to inquire why no one ever came. I was told both times that they were not obligated to come out after 5 pm even if there was an appointment scheduled. I then asked to speak to a supervisor and they said it was no need because it was nothing they would be able to do. I told them that day to cancel my installation and I will stay with my current internet carrier. I called back on 7/6/2018 to confirm everything had been cancelled and it had not. I was informed that I was rescheduled for installation on 7/9/18 which I did not request. I once again told them to cancel the request because I will stay with my current provider. Fast forward to 7/1218 and I receive a bill for $66 for services that I never received. The customer service at this company is horrible!! They do not listen to the customers and almost everyone me except for the 1st lady that helped me acted as if they didn’t care and didn’t need a job. I also work in customer service for a healthcaresystem and if I talked to parent the way that the Century Link employers have talked to me each time I called in, I would not have a job. This company is clearly in need of customer service training and for the record I would not recommend your company to anyone.

Lumen Technologies Response • Aug 10, 2018

To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.

At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training.

CenturyLink appreciates that the customer has decided to stay with our services. I contacted the customer and confirmed the dates and times for the 2nd line and jack re-wire. I provided my contact information should there be any further issue.

The adjustment request in the amount of $66.78 has been issued and should appear on the next bill.

CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.

Sincerely,

Steve S

I signed up for century links internet service in late april and was told by the sales person I was working with that I would receive a 150 dollar credit that could be applied directly to my first bill. Under that impression I signed up for their services and also signed up for the one time equipment charge of 150 dollars. I contacted century link to get this issue resolved in early June and the issue has yet to be resolved. I have now received emails that my service will be shut off tomorrow if my account is not brought current, as a result me not paying what I was told would be credited to my account. I contacted them today and was told if I set up a payment plan for the past due 150 dollars it'd keep my service from being shut off. I went to do that and got transferred to 5 different people that couldnt help me set that up.

Lumen Technologies Response • Jul 31, 2018

I have received a copy of the Revdex.com complaint filed by Mr. ***, regarding a billing dispute. After investigation of Mr. account it has been found that he was eligible for a $150 gift card for signing up for services with CenturyLink. The gift cards have a requirement of keeping service for 60 days before they are sent to the customer. Our investigation shows that this has been explained to the customer previously per the account notes. For further questions feel free to contact our team directly at 1-800-244-1111. CenturyLink has closed this complaint. Sincerely, Mr. C

we are having a issue with our modem?internet for more than aweek they supposed to send other modem but it took tham so long and on a end it was a wrong one we are bussiness and we cant operated at all for more than a week I dont think so that service they providing is a quality at all I even ask a representative if I could go to any store to purches one or even there store in town I was told no it has to be only one from tham as a opraeting bussines we are expecting to resolve this issue ASAAP and get compesheited for it than

Lumen Technologies Response • Jul 31, 2018

I have received a copy of the Revdex.com complaint filed by Mr. ***, regarding a billing dispute. Unfortunately, Mr. did not provide his CenturyLink account number. In order to investigate his complaint, I will need the CenturyLink account number. Once I have the necessary information I will be able to investigate his concerns. Or for immediate assistance please call our team directly at 1-800-244-1111CenturyLink apologizes for any frustration. Sincerely, Mr. C

Customer Response • Aug 07, 2018

Complaint: ***

I am rejecting this response because: account details ***

Sincerely

Lumen Technologies Response • Aug 14, 2018

Thank you for the account information provided. Our records show that there was multiple issues found and connectivity issues in July. Our records show at this time that the line is trained at 100 percent and have not encountered any issues since the repairs that were made. CenturyLink has placed a credit on the account for the Julys charges for internet. A credit for $132.50 has been placed on the account. CenturyLink apologizes for the frustration encountered. For further assistance or questions please reach out to our team directly at 1-800-247-7285. Sincerely, Mr. C

The CenturyLink technician who connected service for our upstairs neighbors on Monday July 9th knocked out service to our unit during their installation process. He would not repair it same day and told us to contact customer service. We live in the mountains in Colorado and do not have good cell phone service without wifi access in our home unit so we contacted customer service the following morning Tuesday July 10th. The soonest they could schedule a technician was Thursday July 12th, my fiance's birthday and our only day off until the following Monday and Tuesday. They assured us that the technician would arrive between the hours of 10AM and 2PM to resolve the issue that they caused but threatened to charge $85 for evaluation and repair. Additionally, they refused to guarantee an account credit or discount for the days without service, effectively threatening to charge us for their failure to render contracted services. Services that were only disrupted due to the actions of their clearly under-trained internet technician.

Not only did the technician not arrive between the hours of 10AM and 2PM but he failed to follow up with us after two calls to customer support. Customer Support eventually told us he would come today between 6PM and 8PM which is not acceptable as we have long-standing plans for my fiance's birthday. Additionally, they refused to schedule a technician for tomorrow, Friday July 13 and told us that he will come on Saturday July 14th between 10AM and 2:30PM and still refused to guarantee an account credit for disruption of services.

Lumen Technologies Response • Aug 09, 2018

I have reviewed the complaint from *** regarding CenturyLink shutting off their service in error while installing service for their neighbor. I am sorry to hear about this situation especially about the amount of time it took us to resolve it that is unacceptable service from us. I checked ***'s service it looks great on our side they are training at 100% upload and download speeds. Due to our error I have credited 1/2 a month of service which will show on the next billing statement.

Sincerely,

Mr.T

Hello. I have had many issues with CenturyLink in the past, including billing too much, taking extra money out of my automatic pay account, not providing services as described. I call approximately once every 2 months for an issue on my bill. Yesterday - July 11, 2018 - I spent an hour on the phone was passed around to 4 different departments, and my issues were not resolved. There were 3 problems I called about:

1. CenturyLink told me during a phone call in April that if I signed up for automatic payment for my new DirectTV service, I would receive a $5 credit on each month's statement. I did not receive this $5 credit as promised, so I requested CenturyLink credit my account. They agreed to do so. I believe this was the 2nd time I called to resolve this issue.

2. My bill on May 7, 2018 was $57.05, which was automatically taken out of my account and paid in full. However, my bill on June 7, 2018 carried forward a Previous Balance of $83.63, which was again automatically taken out of my account in June. (I can supply the monthly statements to prove these discrepancies.) I had to argue with the girl on the phone that this was a mistake and that I was charged too much. She finally admitted I was overcharged and said that this never happens and she wasn't sure why I was overcharged. She agreed to credit my account $26.58 but I honestly don't know if this is the correct amount due to the complexity of the billing process.

I am very concerned that other people are being overcharged as well. I wonder how many of them never realize they are being overcharged? I wonder how much extra money CenturyLink makes off of customers who don't check their bills each month? I wonder how far-reaching a scam this may be?

3. On my bill of July 7, 2018, I am being charged $167.81 for alleged non-return of Prism boxtop equipment. I returned all equipment at the end of April to a local *** store with a prepaid shipping label provided to me by CenturyLink. I asked CenturyLink to look into the matter and was told there's nothing they can do without a tracking number. Today, I went into the same *** to inquire about my package. The *** man told me the tracking number is provided by CenturyLink on the prepaid label they generate. He also told me that many customers have the same issue with CenturyLink. His advice was to again call CenturyLink since that is where the shipping label originated. I again called CenturyLink to ask them to investigate what happened to my box, and again was spoken to quite rudely, actually yelled at on the phone by the call center Team Support Coordinator Ben at phone number 1-800-244-1111.

I know I returned the equipment using a prepaid shipping label from CenturyLink. I have had many difficulties with CenturyLink overbilling me in the past. CenturyLink should have a record of my numerous phone calls. I am so tired of the time I spend arguing with them each month. I believe the error is on their end, and they refuse to credit my account.

Thank you for your help.

Lumen Technologies Response • Aug 10, 2018

I have reviewed the complaint from *** regarding a charge for unreturned Prism TV equipment and questions on the final bill charges. I reviewed the final bill showing we did credit her account back to the disconnect date of 04/18/18 the credits show on the May 2 billing statement. I also show we received the final payment on 07/25/18 the account now has a zero balance. If *** has any unresolved questions we are happy to further assist as needed.

Sincerely,

Mr.T

Customer Response • Aug 10, 2018

Complaint: ***

I am rejecting this response because:

I was charged for equipment that was returned via the shipping label provided to me by CenturyLink. The statement has zero balance because the money was automatically taken out of my account as I am set up for automatic payments each month. I was charged for equipment that was returned. The only satisfactory resolution to this dispute is for CenturyLink to credit back my account the amount I was already charged but should not have been. $167.81. See below for copy of original message.

Hello. I have had many issues with CenturyLink in the past, including billing too much, taking extra money out of my automatic pay account, not providing services as described. I call approximately once every 2 months for an issue on my bill. Yesterday - July 11, 2018 - I spent an hour on the phone was passed around to 4 different departments, and my issues were not resolved. There were 3 problems I called about: 1. CenturyLink told me during a phone call in April that if I signed up for automatic payment for my new DirectTV service, I would receive a $5 credit on each month's statement. I did not receive this $5 credit as promised, so I requested CenturyLink credit my account. They agreed to do so. I believe this was the 2nd time I called to resolve this issue. 2. My bill on May 7, 2018 was $57.05, which was automatically taken out of my account and paid in full. However, my bill on June 7, 2018 carried forward a Previous Balance of $83.63, which was again automatically taken out of my account in June. (I can supply the monthly statements to prove these discrepancies.) I had to argue with the girl on the phone that this was a mistake and that I was charged too much. She finally admitted I was overcharged and said that this never happens and she wasn't sure why I was overcharged. She agreed to credit my account $26.58 but I honestly don't know if this is the correct amount due to the complexity of the billing process. I am very concerned that other people are being overcharged as well. I wonder how many of them never realize they are being overcharged? I wonder how much extra money CenturyLink makes off of customers who don't check their bills each month? I wonder how far-reaching a scam this may be? 3. On my bill of July 7, 2018, I am being charged $167.81 for alleged non-return of Prism boxtop equipment. I returned all equipment at the end of April to a local *** store with a prepaid shipping label provided to me by CenturyLink. I asked CenturyLink to look into the matter and was told there's nothing they can do without a tracking number. Today, I went into the same *** to inquire about my package. The *** man told me the tracking number is provided by CenturyLink on the prepaid label they generate. He also told me that many customers have the same issue with CenturyLink. His advice was to again call CenturyLink since that is where the shipping label originated. I again called CenturyLink to ask them to investigate what happened to my box, and again was spoken to quite rudely, actually yelled at on the phone by the call center Team Support Coordinator Ben at phone number 1-800-244-1111. I know I returned the equipment using a prepaid shipping label from CenturyLink. I have had many difficulties with CenturyLink overbilling me in the past. CenturyLink should have a record of my numerous phone calls. I am so tired of the time I spend arguing with them each month. I believe the error is on their end, and they refuse to credit my account. Thank you for your help. ***

Sincerely

Lumen Technologies Response • Aug 21, 2018

I have reviewed ***'s reply regarding a disputed Prism Equipment charge. Unfortunately without a tracking number I don't have anyway to verify the equipment was returned. Based on the number of years *** has been our customer and her continued active account I have credited her for the equipment charges of $167.81. The credit will show on her next billing statement CenturyLink apologizes for this frustrating situation.

Sincerely,

Mr.T

After NUMEROUS hours (I'm talking like AT LEAST 15 hours in the last year) on the phone with centurylink and unfulfilled promises. Not getting our upgraded internet that we're paying for. Them charging us for set top boxes that we returned (which I've seen on multiple reviews). I really feel like these guys are sneaky, and steal from people left and right. When we call to get issues resolved it takes 3+ hours, and they transfer us 3-5 times. Which I'm pretty sure is there way to try to get us to drop the issue. So now they're saying it was our responsibility to make sure these set top boxes back to them, we sent them 2 weeks ago and now been charged $300 dollars for boxes that are discontinued. The second out contract is up. We are out of there. TCC here we come.

The worst company to handle problems expecially after they create problems. Month after month of increased bills and hour long wait times, you can expect to have to call again since they didn't fix the bill. The techs are the best part of the company, but lack of customer service and the inability to follow through on any promise the company does makes this the worst company.

Unfortunately here in the state of Florida we don’t have the option of choosing who our internet carrier will be it’s, forced on you depending on what area you live (this is what I is capitalizing at best on hard-working Americans). I initially signed up for a package that would have me pay $40 with taxes it came to $45 I have been paying this for over a year without any prior notice my bill changed drastically from $45 a month to $95 I immediately reached out to CenturyLink to get understanding I was told that the matter was being taken care of only to continue to receive bills stating that I had an outstanding balance. Which was absolutely frustrating considering I have never not paid my bill had an outstanding balance or had to postpone it. For a week I have asked them to fix this error on my bill and every time I was it would be taken care of this is now gone on for a month this is false advertising missed leading the public and absolutely horrible customer service. With my husband being in the military it’s important that our bills stay within our financial boundaries and I work hard to do so and with companies like this taking advantage of us makes it difficult and frustrating.

Lumen Technologies Response • Jul 30, 2018

I have received a copy of the Revdex.com complaint filed by Ms. ***, regarding a billing dispute. After investigation of Ms. account it has been found that the previous monthly service promotion had ended which caused the customers bill to increase to the normal rate for the services that she is subscribed too. On the customers monthly billing statements it shows the discounts that were on the customers account and when they expired. CenturyLink does not send notification to customers when promotions are ending as this is the customers responsibility to review the monthly billing statements. Our records indicate that the customer has been placed on our current promotion that is being offered which is the price for life promotion. Our records also indicate that a credit was placed by a customer service agent on 05/24/18 for $35.44 for the increases that took place when the promotion ended and at that time the new pricing took effect on the account. The new pricing is $54.99 month which has been billed since the changes were made. Our records show that the billing is higher than that due to late fees on the account. as there has been a past due balance carrying over which has caused a $9 dollar late fee each month the past due balance rolls over. For further questions feel free to contact our team directly at 1-800-788-3500. CenturyLink has closed this complaint. Sincerely, Mr. C

I have contacted centurylink customer care multiple times. I signed up for internet for my residence online and prepaid, I received a modem in the mail which I have. Service connection was set up for July 3. I received an automated message saying my setup has been rescheduled to July 9. On July 9 mid afternoon I checked to see if internet had been setup and it had not. At approximately 1630 I called customer care inquiring about my internet service. She stated it could not be connected because it shows an active account at my address presumably by the previous tenant. They asked for proof of residency such as the lease and a passport, drivers license or birth certificate. A copy of the lease and a copy of my wife’s drivers license was emailed. I called July 10 I received an email saying my order is complete with the number ***. I when I returned home from work I attempted to hook up my modem, no internet. I called customer care they said they were awaiting a lease with our move in date and name of the tenants. It’s all on the lease sent July 9 but I did resend a copy of our lease this time with a copy of my passport. I called customer care July 11, still no internet and they are now requiring two forms of ID which has t been asked for prior only a copy of the lease and a drivers license, pass port, birth certificate etc. After talking with customer care July 11 I sent in a copy of my drivers license. I asked for a followup phone call from century link tomorrow and they said they could not do that and I need to call Agsin. I’ve complied with their requests, this issue is with the previous tenant not cancelling service and has nothing to do with me other than proving I live at the address. My passport or birth certificate does not prove residency but identity only. In the end centurylink is the only provider that provides service st my residence and they are unwilling to exercise common sense and good judgement to simply hook up internet and at this point feel there unwillingness us intentional and discriminatory

Lumen Technologies Response • Jul 30, 2018

I have received a copy of the Revdex.com complaint filed by Mr. ***, regarding a billing dispute. After investigation of Mr. account it has been found that installation was delayed as a previous tenant of that residence did not cancel their services. CenturyLink follows specific protocols that are set up by the Public Utility Commissions and the FCC. CenturyLink apologizes for the frustration as our agents followed the steps required to cancel the existing account at the customers location to install his service. Our records indicate that a $25 dollar credit has previously been applied to the account for the trouble. Our records show that the account is now active under the customers name. CenturyLink apologizes for the frustration encountered. For further questions please contact our team at 1-800-788-3500. CenturyLink has closed this complaint. Sincerely, Mr. C

Below is the letter that I sent to Century Link 12 days ago and I still have not had a response. This letter explains my problem with this company. As you can tell it is not so much dealing with one location but with there service I have had to deal with over the phone. I wasn't sure how to select that option for this company. Please let me know if I need to resubmit this complaint and where to do so.

To Whom It May Concern:

I am writing to you concerning my Century Link with the Account number ***. You claim that I owe you $107.09. This is simply not true, and I am tired of the harassment that I have gone through trying to get this fixed. The events behind this account have occurred as follows.
I called to transfer our account from our Utah home to our new home in Arizona back in December of 2016. I was told during this phone call that I would have to close the account and open a new one because I was moving to a new state. I was fine with this, and then I was told to do something that I thought was a little funny. I was told to take the modem that we were renting to our new home and give it the man who would set up our new modem. I asked, the man on phone, if we could set up our old modem, and he responded no.
So, we moved to Arizona taking our modem with us across state lines as per your instructions. The man came and set up our new modem, which looked exactly like our old one, which we gave to him and he seemed confused by. He even asked why I was giving it to him, and I responded that this is what I was instructed to do.
A few months later, I called about a slight uptake in my bill and found out that I qualified for a faster speed and lower price. This would, however, require a new modem. The same man came out and gave us the new modem, but this time I was told to mail back the old one. The gentleman who I talked to on the phone explained to me that they were doing this due to modems being misplaced or lost in the shuffle when they were given to the technicians when new models were set up. I remember thinking how grateful I was that mine was not lost.
A few months later, in September of 2017 to be more precise, I received a bill telling me that I owed $107.09 for a modem that had never been returned. I called and explained to another young man that I had returned it. He looked on his computer and found no evidence that it had been returned. He said that the only thing he could do was suggest that I go over to my local Century Link office and ask if they had the modem.
I went out. I stood at the front door of the office and knocked for 5 minutes or more. There was no one there. I live in a small town in a rural area. You see, the office was more of a base of operations, and they don’t see or take care of problems in this office. I left deflated.
I called back and this time spoke with a young woman. She seemed more emphatic to my plight and after a few minutes was able to locate the modem and credit my account the due amount. I was elated and thought the problem was fixed. I was wrong.
I have just received a letter from a debt collection agency stating that I still owe $107.09. I called the agency and asked if they knew what it was for. They did not. So, I called century link and after a while they found the account, (I no longer had the account number.) (I made sure to write it down after the young man on the phone found it.) He could not find the modem though. He told me he had done everything he could, and I should prepare to pay the due amount. I told him that I understood that he had done all he could, but I was not going to pay for something I didn’t have and that I had returned. I explained again that there was nothing else he could do. I told him I wanted to speak to his supervisor. He explained I would have to be on hold for a while because no one was able to speak to me at the moment. I told him I would wait. After a minute or two we were disconnected. I have to wonder if he just hung up.
I feel like this has gone on long enough and I have done everything in my power to work with this company. I am ready to take more drastic measures. Please respond to this letter promptly, or I will take this to the local news and post it on social media and let everyone know the questionable type of customer service that century link is providing.

Your very unhappy customer

Lumen Technologies Response • Aug 08, 2018

I have reviewed the complaint from *** regarding a disputed charge for a modem. I show this matter was resolved on 08/08/18 a credit was issued due to our error. CenturyLink apologizes for this billing error and the frustrating experience *** had trying to get it resolve. We are happy to further assist with any other unresolved issues if *** has any.

Sincerely,

Mr.T

Customer Response • Aug 10, 2018

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

The worst experience ever! Received an ad in the mail on June 9 that advertised that I could receive 25mb from centurylink for $45. Sounded like a great deal. I signed up online, was billed $211 for the Internet, installation, and modem, and received an email scheduling our installation for July 9. All seemed well. July 9 came and went with no technician despite calling CenturyLink and being reassured that he would come.

Called the next day, waited 45 minutes on hold, only to be told that 25mb was not available in my area. Would I like 10mb?

The only positive I can say about this experience is that they refunded my money quickly. What an incompetent business.

CenturyLink has caused me nothing but aggravation since I started service in December 2017. As of January 2018, I have been trying to link my DirectTV account to CenturyLink in order to receive a $5.00 per month credit for bundling services.

As of June 2018 it had not been done. I have Confirmation numbers, Supervisor names, etc. which I can relate as needed.

My current bill finally shows DirectTV linked to CenturyLink without the $5.00 per month credit. I called at 10 AM today and talked to Kevin in Customer Service for 30 minutes with no help at which time I asked to speak with a supervisor. Instead of transferring me to a Supervisor, he transferred me to ***. When their agent answered the phone, she could not hear me.

I then called Customer Service back again and asked to speak to a Supervisor. I spoke with Terry who informed me that I AM NOT ENTITLED to a $5.00 per month credit which should be going back to February, but I am getting an AutoPay credit and that is the same thing.

That is a credit from DirectTV that I have been getting all along which dropped my monthly charges to $69.00. WHY WOULD I HAVE WASTED MY TIME COMBINING BILLING, in order to receive a credit I am already getting?

This of course makes no sense. I have put in in an order to remove DirectTV from CenturyLink. I do not like the way you treat customers and your service leaves a lot to be desired as well.

Lumen Technologies Response • Jul 30, 2018

I have received a copy of the Revdex.com complaint filed by Ms. ***, regarding a billing dispute. After investigation of Ms.s account it has been found that the maximum discounts available were already on the customers services and the 5 dollar bundling credit was not available. CenturyLink has given a $30 credit the customer has requested for the $5 credit for the last six months. CenturyLink will not be able to give the customer an additional credit for $50 for her time as CenturyLink does not credit for time spent. CenturyLink does apologizes for the frustration and the confusion that was caused. CenturyLink has closed this complaint. Sincerely, Mr. C

Customer Response • Jul 30, 2018

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

Our internet service provider (CenturyLink) has not provided internet to 19 customers in our area for the last 3 days. They have made no attempt to give status updates. All bills are up to date. After several phone calls, they finally told me that they had a “technical issue” and were unsure when service would be restored. Each update that I had gotten prior to the last update has been false. Customer service people were extremely rude, and had no knowledge of the area serviced or the anticipated time of restoration.

Lumen Technologies Response • Aug 08, 2018

I have reviewed the complaint from *** regarding internet service issues. I have requested our Internet Escalations Team contact *** to assist with the internet problems they will be in touch in 1-2 business days. I have also credited ***'s account for half a month of service due to the outage which will show on the next billing statement. CenturyLink apologizes for the service problems we certainly understand her frustration and will further assist as needed.

Sincerely,

Mr.T

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Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932

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