Sign in

Lumen Technologies

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

Sharing is caring! Have something to share about Lumen Technologies? Use RevDex to write a review
Reviews Telephones, Internet Providers Lumen Technologies

Lumen Technologies Reviews (%countItem)

Being a new customer, there was an issue with their internet service device. Specifically, one of our devices was not connecting to their service. The initial Century Link installer did not know how to fix the problem and left me with the problem. I didn't know the reason and sought help with multiple organizations with little results. I spoke multiple times with Century Link Technical support with no results. They suggested a technician to come on site to investigate the problem. They were not successful leaving me with the same problem. I was charged $60.00 by Century Link for the initial install of their service which was incomplete since not all devices were connected. They charged me a second visitation time for $85.00 for the second technician still leaving me with the problem and without notification that there would be a charge. I would have declined this additional charge.
I was believing that this second visit was to solve the original problem.

The expectation that an organization ensures that everything is working properly, especially at the initiation of services, is not unreasonable and yet I was charged $85.00. All of this happened within a few days after the initial install.

Lumen Technologies Response • Aug 08, 2018

I have reviewed the complaint from *** regarding a disputed tech visit charge on his bill. I show this matter was resolved on 07/16/18 we credited the charge on the account. If *** still needs assistance we do have 24/7 tech support 18002477285 and a live chat help option via our website www.CenturyLink.com. We also have some tips on our website with connecting 3rd party devices to our service that can be helpful as well. CenturyLink apologizes for the frustration this issue has caused.

Sincerely,

Mr.T

Customer Response • Aug 08, 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 moved into a new construction complex unknowningly that there were issues with the outside cable/internet wiring. I scheduled an appointment with Century Link. The technichian arrived but could not complete the work because of this outside wiring issue. I returned the modem at a store and closed the account. I have received several bills stating that I owe them monies. I have spoken with several customer service representatives whom all have not resolved this issue. I never had service and the issue is now becoming a form of harassment.

Lumen Technologies Response • Aug 09, 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.

Because notations on the account as well as verification of the returned equipment having been returned substantiate the customers complaint, CenturyLink has adjusted the charges on the account to zero.

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

Sincerely,

Steve S

S - I have had difficulty with CenturyLink for well over a year related to their charging practices, which in my opinion are corrupt.

B - Several years ago, I have a CenturyLink employee, with a badge and employee verification, knock on my door. I was not looking to change my cable and internet service, but he promised me a 2 year rate that would not go up which was better than my current rate. I believe it was $129/mo plus tax. After about a year, I noticed my bill went up to $159 then to $179 (or around there). I called and was told that there was nothing that they could do about it. When I asked why they weren't honoring my 2 year rate they said I should have called after 12 months to say I wanted to continue with the rate otherwise it wasn't guaranteed. When I asked where that was written in the contract, as it was pretty clear to me when the employee was standing in my kitchen it was a 2-year contract, they said they were sorry but don't really go by what the door to door sales people say and can't honor it. I then asked what option I had and they basically said I didn't have one and that their rates had gone up. After calling a few more times and asking them to refund me the @ $400 they overcharged me over the course of a year, they said they couldn't do anything but could lock me into a new 1-year contract from $139 and the price wouldn't go up. I agreed, reluctantly and with regret. Within a few months, the rate had gone up to $159. When I called to ask why it went up, they tried to explain it as a fee change, tax increase and many other non-sense reasons. I kind of lost track at that point what happened as I called so many times I don't know when or how it all went. However, I do recall them again promising a 1-year contract from $129 and again within a short time the price went up. I then called to cancel my cable service and only stay with Internet. I asked about the price and was told it would be $52/month. However, after checking my address, the price increased to $59/month and that they would need to run new high-speed cables. I asked why they would need to run new cable as I already had high speed internet service and was told that the current internet service I had could not be extended if I was going to cancel my cable service and I would need to upgrade to this high speed internet (which again, I believe I already had). At that point, I just said forget it and asked them to cancel my entire service. The person on the line was very rude and basically just said fine and told me they would send me labels to return the cable equipment. My service didn't discontinue for a few weeks, not sure why, but after it did I was watching for the labels to come in the mail. They never did. I called and asked if they were sent and was told they were sent and should come soon. I called again and was told that they were sent out already, but they would send me another set of labels just in case. I called a 4th time after still not receiving any labels several weeks later, again I was promised they had been shipped but was told they would send another set. I'm not sure if I called 4 or 5 times to ask that labels be sent, but each time I did mention that I did NOT want to be charged for not returning the equipment within 30 days as I had never gotten the labels to return them. I also asked if there was a place locally I could take the equipment but was told there wasn't and that the labels would come soon. In the meantime, I received an email with my monthly CenturyLink statement that my next bill would be taken out a few weeks from then. I called to ask why I was being billed for a service I had cancelled several weeks earlier. They answered that there must have been a mistake and confirmed my service had been cancelled in April and weren't sure why I was still being billed, however they couldn't help me and I would need to talk to someone else. I was given a different phone number to call but would have to wait until Monday as they weren't open at that time. When I did reach someone about the bill, they stated since I had automatic payment, they couldn't do anything at this point, but if the bill did go through I could call back to request a refund. I asked why I, as the customer, would have to call back to ask for a refund on a service I had cancelled and shouldn't be charged for. They offered no explanation other than tried to instill some hope that maybe the charge wouldn't go through. Surprise....it did. Back to the labels.... When I finally received the labels I put the equipment in a box, attached the label and my return address and dropped it off to the local *** store downtown La Crosse. The instructions stated I could just drop the box off as shipping was paid, so this is what I did. A few weeks later, I received a bill from CenturyLink for $450. Of course I was confused and called to find out what the mistake was. I was told that I was charged the $450 because I never returned the cable equipment. I adamantly disagreed and stated I did return the equipment several weeks earlier. They said they have no record of it. I asked why not as it was returned to them using the labels they sent to me. They then put me on hold and said they would check with another department. When they came back on the line they said that they checked and nothing under my name had been returned. I asked them what I could do at that point and they said I would need to have my tracking number from ***. I explained that I just dropped the box off at *** as the instructions showed and that the labels I used were for CenturyLink so I couldn't understand how it was my responsibility to try and track them down. They said they wouldn't be able to do anything and that the only way they could help me was if I had a tracking number. I again explained that I did not have a *** tracking number and asked if there was a chance that they didn't have the correct label attached to my name since I had called 4-5 times to ask for the labels. Maybe the original labels I never received were attached to my account so when I returned the equipment, which I absolutely did return it, it didn't get credited to my name. They said no, that wasn't the case. I then asked who else I could talk to, a manager or someone who could do something about this and was told there was nothing more they could do for me. I think kindly asked the employee why I would I want to keep the equipment. I serves no use for me, so what is the thought process behind me not sending it back> Why would I have continued to call and call again for the labels if I had no intention of returning the equipment? I returned the equipment but do not have any way of proving it other than to say I did. However, paying $450 to CenturyLink because they say I didn't is a complete scam and yet I feel completely victimized by them and have no other option other than trying to enlist outside help.

Over the last year, I must have spent well over 10 hours on the phone with CenturyLink personnel and have had equally frustrating experiences every time. I am sure the employees are doing their best, but it feels like they are working within a corrupt system and they are trying to find their way through it just like their customers. I often didn't feel like they were really trying to help me, the customer, but instead trying to figure out a way to convince me that it was somehow my fault, that I didn't understand, or that I was wrong,

I have talked to relatives, co-workers, friends and even complete strangers about their CenturyLink experiences and not one single story is positive. Actually, most of them are quite similar to mine. My mother-in-law had to call 3 times for labels to return her equipment after cancelling service and was told if she didn't return it in 2 days she would be charged. My co-workers have all had repeated price increases with no explanation and poor customer service. Most people I talk with express complete dissatisfaction and frustration with their experience. Frankly, I am surprised they can stay in business if this is how they treat all of their customers.

A - Bottom line, I will never return to CenturyLink for service, my parents, in-laws, sibling and some friends have all discontinued their service with them due to similar experiences. I am appalled that they can treat paying customers this way and feel bad for people who can't advocate for themselves. I am saddened to think leadership at CenturyLink hasn't stepped in on situations like I had and want to "make it right". I am a professional and if my employees ever expressed that a customer of ours was dissatisfied like this, I would do all in my power to listen, understand, explain and try to help that person. I have had nothing even close to that ever happen with CenturyLink, but on the contrary just roadblocks and weak explanations as to why they can't do anything to address my concern.

R - I would like this complaint to be investigated from the point I became a CenturyLink customer several years ago and for the phone records of my many, many conversations with their personnel to be reviewed. I know this will verify the above mentioned details and hopefully will shed some light on the practices of this company. In addition, I do not want to be charged for any services after I cancelled my services as well as not be charged the $450 for the cable boxes I returned. I will continue to share my story with other agencies if needed until this issue is properly and thoroughly reviewed and resolved.

I sincerely hope that this concern is taken seriously. I am an honest, hard-working professional. I paid my bill on time every month. I don't really have time to waste to report this issue, but I am for that exact reason. I am sure far too many other customers haven't reported it and they expect that most won't complain for fear that nothing will happen. Regardless, I needed to share my experience and truly hope it gets into the hands of someone who will do their best to learn from the multiple service failures I experienced.

Sincerely

Lumen Technologies Response • Aug 09, 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 the information provided in this complaint. Many of the issues the customer indicates occurred are being addressed on a companywide basis. New management has taken these issues seriously and new policies and training are being implemented on an ongoing basis.

As far as the adjustment requested by the customer, this was already done on the 10th of July 2018.

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

Sincerely,

Steve S

I am paying for 40Mbps connection and I am getting only less than 8Mbps speed after 7pm and less than 20Mbps during the other times. I made the complaint first time with Century Link about 1 year ago and I also made complaint about it several times after that. Every time the technical support person would ask to restart the modem and tell me about tech stuff, but my issue haven't yet resolved.

Lumen Technologies Response • Aug 06, 2018

CenturyLink appreciates the opportunity to review Mr. account, *** A Broadband Escalation representative has checked Mr. service. He is currently connected at 43 Mbps on his 40 Mbps circuit. The representative found eight devices connected wirelessly. The representative changed the wireless channel in the modem to see if this might help but overall the connection is good to the modem.

CenturyLink records reflect one call to repair in the past twelve months. A call was received by repair on July 3, 2018. The notations on the ticket indicate customer called regarding a speed change and customer disconnected the call. Mr. is encouraged to contact repair to report any problems he is experiencing with his service. Due to the lack of a repair history, CenturyLink respectfully denies Mr. request for compensation.

Margaret
CenturyLink Customer Advocacy

The internet service is good and the base price is fair. However, it can be a full time job to monitor your bill for mistakes and get the business to correct them.

Several weeks before we moved we contacted the company to set up a disconnection time and a connection time for our new address when we moved. We had a week from disconnection to when we would connect at our new address so we should not have been paying for that week. Our appointment time came and went and we still had no internet so we contacted them asking why. They had no record of us moving no appointment set up and internet was still connected at our old address. We asked them how soon they could get someone out since past experience is almost a month they didn't answer right away just that they couldn't get someone out within the next day or 2 so we told them to disconnect us and the guy I talked to said we'd get a refund for the time we hadn't used them. When we got our bill they were still charging us and disconnection day was the day after we told them to disconnect us. They admitted someone had accessed our account around the time we said but since there were no notes they couldn't do anything. We wasted so much cell data waiting for our connection date that never happened the least they could do is refund us what they said they were going to. Also their refer a friend program must be a fraud because they never sent us our card even tho we got the email more than a month ago that we'd get it in less than 2 weeks. Also I think our friend we refered was supposed to get one too and hasn't.

Lumen Technologies Response • Jul 24, 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 a final bill was sent showing the credits for the days that were not used when the disconnection took place. The bill date of the final bill was 05/19/18 and showed a credit for -$16.50 and a check has been sent to the customer for that. CenturyLink does offer promotion gift cards, which all require certain requirements to be met. CenturyLink has a special team that can research the eligibility of any gift card promotion. They can be reached directly at 1-800-244-1111 CenturyLink has closed this complaint. Sincerely, Mr. C

Customer Response • Jul 24, 2018

Complaint: ***

I am rejecting this response because: they completely ignored both of the issues I wrote about and expect me to contact them for one of them. I've already contacted them multiple times and nothing has been resolved.

Sincerely

Over the period of 4 weeks we have tried to get internet service and a jack installed in our home. The first 2 appointments were cancelled because they were overbooked but did not call and tell us they were not coming. The third appointment they came did their thing outside and did not install the jack inside...no one even knew they were there as we were inside waiting. I took off work to be there and no one did as they were to do. I was transferred 9 times that day and told different things about what happened each time. I spoke with multiple supervisors the last being a lady named Tia who assured me that they would be there at 8am for jack installation on July 9, 2018. At 9am when no one showed again I called and was told they do not even do 8am appointments so I was once again misinformed and wasted time waiting for someone who was never going to show up. I have been hung up on and lied to multiple times as each person has a different story about what is going on. I'm completely disgusted with their customer service or lack there of. I now have to miss more work for a new appointment today that I'm really not sure they will even show up for given the history.

Lumen Technologies Response • Jul 24, 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 the service is currently active and running. Our records also indicate that out of service credits were placed previously on the account for the trouble and time with out the services.

In an effort to satisfy, CenturyLink has placed an additional $25 on the customers account for the frustration encountered. For further questions or concerns please contact our team at 1-800-788-3500.

CenturyLink regrets any inconvenience Ms. has experienced

Sincerely, Mr. C

We are continually receiving monthly statements from CenturyLink for "Foreign Listing-Bus". We are also being charged for a one time late payment fee. The bill is being sent to "SERVEPRO" which is not even spelled correctly. Nobody from our location has ever signed up for any sort of account or for any sort of foreign business listing with this company. I have attempted to go to the website and call customer service. There is NEVER a person to talk to about any of this. We also got some sort of collections company mail saying they were going to sue over less than $100 (who does that?) for services we have never agreed upon. It's all a bunch of bologna and they need to stop any sort of listing they think has been agreed to, drop any charges due, and discontinue sending us anything further.

Lumen Technologies Response • Aug 06, 2018

I have received a copy of the Revdex.com complaint filed by Ms. ***, regarding a billing dispute. After investigation of Ms. complaint it was escalated to our business group for investigation and it was found that this account and it was found that none of ServPros locations are at the physical address of *** Our business team has determined that this account listing is not a valid service or account. They have issued the service to be disconnected and credited back the charges that were associated with the billing. Which will notify our collection partner that this is no longer a valid amount due. Cenutylink apologizes for the frustration encountered and appreciates the opportunity to resolve this issue. For further questions or concerns feel free to contact our business team directly at 800-370-3412. Sincerely, Mr. C

Century Link in Moore County area is not providing the mbs speed that they are claiming. Everybody in the area is complaining about the service. Century Link provider is the ONLY provider in the area and is inadequate at providing the mbs speed it is advertising, we have spoken with Century Link several times and they claim nothing can be done. But we know better. The bill continues monthly but the service continues to be inadequate. Since they are the monopoly provider in Moore County NC we are at their mercy. Can you PLEASE help. We are just seeking advertised internet service which they claim and can not provide. This is a terrible situation, we continue paying for a service we are not getting. There is NO recourse. Please help us!

Lumen Technologies Response • Aug 08, 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.

According to the statistical data the customer is getting between 90 and 108% of the purchased speed.

These numbers listed are well within the expected tolerances of the purchased speed. That said, I have escalated this internally to see if there is anything that can be done to improve the consistency. Please expect a call within three business days.

CenturyLink is not a monopoly in the area and has no control over which companies choose to invest in this area.

There are disclosures on all our advertising that indicate not all speeds available in all locations. There are many factors that determine what addresses can be provisioned for speeds that are consistently stable. CenturyLink is always considering upgrades to its network based on a number of company proprietary infrastructure and marketing considerations that for competitive reasons we do not disclose publicly.

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

Sincerely,

Steve S

Customer Response • Aug 09, 2018

Complaint: ***

I am rejecting this response because:

Sincerely,

*** We are still not up to advertised speed as many subscribers in the area . We reject the service is providing 90 to 108 % efficiency . We receive 4.0 of 100 mbs , many run much lower than this . Every neighbor says they have the same problem . We employed a computer tech thinking something was wrong with our equipment . He revealed Century Link the provider was not providing enough mps for our equipment to function properly . He stated it was the same issue for all in this area . We are only trying to receive the advertised speed and believe there should be a major discount if it can't be provided . Everyone in the area should be entitled . This service has not been adequate since day one . Century Link has always alleged that our equipment was at fault . Century Link is the sole provider in our area . Please Help ! We only want what we pay for . Sincerely

I had internet service with centurylink and rented a modem while I remained a customer of theirs. I never received the first modem they mailed, so they sent a 2nd modem which I did receive. I have recorded notes where a technician had to come to my house at least 7 times within the year and a half of service because I would lose connectivity intermittenly . as a result of a tech coming and going so often they would occasionally say that it was the modem and the tech would take the current modem and replace it. This was done a minimum of 3 times, each having a different serial number. When I terminated my account with centurylink I mailed back the modem in a box they provided, they also provided the shipping. this account was active in 2015. I recently received a letter from a collection agency claiming that I owe a balance of $106.69. I got directly in contact with centurylink and explained again that back on 8/27/17 I spoke w/jim operator#*** who advised me the account would be written off because the confusion and inconvenience. I recently received information from a representative that to have tangible evidence of my contacting them I could email [email protected] on 6/28/2018 and have yet to receive a response.

Lumen Technologies Response • Aug 07, 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.

An adjustment for $106.69 was applied to Ms. account on August 2, 2018. The account currently reflects a zero-balance due. An email has been sent to the collection agency, requesting that all collection activity be ceased.

CenturyLink regrets any inconvenience Ms. experienced.

Margaret
CenturyLink Customer Advocacy

Customer Response • Aug 07, 2018

There is no mention as to wether they UNreported their poor "account status" to either of the 3 credit bureaus.
Complaint: ***

I am rejecting this response because:

Sincerely

Lumen Technologies Response • Aug 14, 2018

As previously stated, CenturyLink sent an email to the Collection Agency requesting that all collection activity be ceased. It is my understanding that this includes contacting the credit bureaus. Ms. can also file a dispute directly with the Credit Bureaus using their web sites, if she still has concerns.

Margaret
CenturyLink Customer Advocacy

On Nov 16, 2017, I called and requested to be placed on Century Links Price for life program at for $55 a month (work order ***). I do not always look at my bills as my wife pays them, I notified her that I made the request to Century Link and our bill should change. She stated when it does I will change the auto pay to reflect the different amount. on July 3, 2018 I noticed a Century Link bill on the counter and asked when we were still paying $80. My wife stated that is what we have always paid. I called Century Link on July 5th to determine why we were not receiving the correct bill, Stephanie, said she could not see why, asked if I still wanted the service and that she would credit us back to Feb 5th, the difference a total of $155.94. I agreed and Century Link set up a service call for July 13 (Work Order *** & ***). Over the weekend my wife and I decided to change internet service providers, so I called Century Link to cancel services as of July 16th, I was then shuffled around 3-4 different departments for the next 1.5hrs where I was finally told that I would only get 3 months credit ($77.97) because I was not continuing service with them. After a heated exchange I was told (threatened) that Century Link doesn't have to give anything back because they attempted to set up my service on Nov 20th but no-one was home. I have no records of any such meeting, they allowed that no door knocker was left and no other attempts to reach me were made, but it was my responsibility to do so; it is impossible for a consumer to follow up on a task when they are unaware of such task. I retorted that I would contact the Revdex.com and file a complaint, Century Link (Janet) said "I guess that is just what you should do and let them deal with the whole situation." suggesting that I would not get anything at all back.

Do I have any recourse and does this situation have any merit

Lumen Technologies Response • Aug 01, 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.

Per the notations on the account, Mr. spoke with a representative on November 16, 2017 regarding the Price for Life Promotion. An order was issued to add the promotion to the account. Due to a system error, the order did not complete. There are notations on the account the Mr. called regarding the promotion until July 5, 2018. Mr. disconnected his account on July 16, 2018.

Mr. continued to bill at $75 per month ($77 in June) for his Internet service. Had the Price for Life promotion been added to his account, he would have been billed $55 per month. Thus, the difference in the rates was $142 (($75-$55*6 months) + ($77-$55)). The account received a $77.97 credit on July 9, 2018. A credit for the remaining balance of $64.03 ($142-$77.97) was applied on July 31, 2018. In addition, a credit for the Internet Cost Recovery Fee ($3.99) was also applied, as this fee is waived when Price for Life is added to an account. An additional credit for $27.93 ($3.99*7 months) was also applied on July 31, 2018.

CenturyLink regrets any inconvenience Mr. has experienced.

Margaret
CenturyLink Customer Advocacy

When my internet was installed in October of 2017 they laid a line over my property rather than burying it. It has been 9 months and I have contacted Century Link on no less than 10 instances about the status of this line. On March 12. 2018 a technician came out to "draw a picture" of the layout of our property so that a technician could come out to bury the line "in about 30 days". Now it is July and the line has not been buried. We have animals on our property and have the line going through a walk way on our property. We have irrigation on the property. All of these issues are dangers to my family.

My "Ticket" number with Century Link is *** My account number is ***. I have been told my problem has been "escalated" to the contractor who does their buried line service. This has been for weeks now that they tell me this first on June 4, then June 12, now July 9. I have never received a call back. I want the line buried or I want to have my service cancelled and a reimbursement for my trouble trying to fix their problem.

Lumen Technologies Response • Aug 08, 2018

CenturyLink appreciates the opportunity to review Ms. account, ***. From the information I have been provided, Ms. Buried Service Wire job is currently pending and with our contractor. Our contractor called in a Bluestake ticket on August 3, 2018. A field check is pending to make sure all utilities have been marked. The tentative due date is August 15, 2018 and the job appears to be on track at this time. I apologize for delay Ms. has experienced.

Margaret
CenturyLink Customer Advocacy

I signed up for century link services for internet upon receiving a solicitation from them and was told my service was going to be a certain price of 44.95 per month plus tax. This was in January of 2016 after getting it installed the speed was not up to par and I received my first bill and to my surprise the monthly bill was almost $70 per month as there was additional charges that were not disclosed to me at the point of sale including a broadband cost recovery fee. I argued with them about it and they wouldn't do anything. I took the equipment back to the local store within the first two weeks and asked them to cancel the service. The continued to send me bills each month which included equipment fees that I returned to them. I returned each bill to them asking them to please stop billing me as I cancelled within the first 14 days and returned the equipment. They continued to bill me and then sent this to collections now totaling almost $600 dollars. This is unethical as I did not use the service or keep the equipment and this is affecting my credit.

Lumen Technologies Response • Aug 01, 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.

An adjustment for $572.80 was issued on July 31, 2018. The account now reflects a zero-balance due. An email has been sent to the collection agency requesting all collection activity be ceased. CenturyLink regrets any inconvenience Mr. has experienced.

Margaret
CenturyLink Customer Advocacy

Customer Response • Aug 01, 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 have gone into the store, chatted with multiple support agents and have screenshots of me waiting on hold for 48 minutes only to be disconnected when I tell them I’d like to cancel services. We have never once used their services and have been unable to cancel since the set up date. I tried going into a store and they told me this can only be canceled by phone. We are on auto pay so we are going to continue to be charged for services we can not cancel.

Lumen Technologies Response • Aug 06, 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.

An order was issued on August 2, 2018 to disconnect the account. A credit (confirmation number ***) was issued for $45 on August 2, 2018. CenturyLink regrets any inconvenience Ms. has experienced.

Margaret
CenturyLink Customer Advocacy

Customer Response • Aug 06, 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

Internet has gone down since last Thursday and I have spent over 6 HOURS in the phone with centurylink... this is the THIRD time I have had an internet issue with centurylink and I have only been a customer for ONE MONTH!! Each have invoked hours of time away from work and/or family due to incorrect information and needless transfers!

Lumen Technologies Response • Aug 07, 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 there were three orders to install and disconnect service at Mr.’s location. Currently, there is no working service at the address and the last order to disconnect was on July 12, 2018, which is after the Revdex.com complaint was issued. The August 2, 2018 bill reflects a $258.85 balance due. An adjustment for $258.85 was applied to the account on August 6, 2018. The account currently reflects a zero-balance due. CenturyLink regrets any inconvenience Mr. has experienced.

Margaret
CenturyLink Customer Advocacy

We live in a rural area and CenturyLink is the only DSL internet providers. The service is very slow almost nonexistent most days. We have tried multiple times to get it fixed. We have been told they oversold the bandwidth and there isn't a fix for us. My question/concern is we pay a full bill monthly for XX amount of service but we only get a small portion of that speed. How can they continue to not offer speed stated and charge us full price?

What the heck is oversold bandwidth or exhausted bandwidth?

Lumen Technologies Response • Aug 06, 2018

I have reviewed the complaint from *** regarding a request for faster internet service and bill credits. I show *** lives in a very rural area unfortunately we don't have any upgrades scheduled for their address. I did check ***'s line showing they have a very stable connection and running at 117%. Unfortunately the 1.5mbps service available at their address is quite slow to run many of the applications available today. *** is currently getting our lowest discounted monthly rate for the services they have we have given them bill credits for previous issues in the past month. Based on my findings there are no further credits due on this account for internet issues. Hopefully there will be faster speed available at their address in the future we will notify customers in the area if that changes.

Sincerely,

Mr.T

I have had frequent issues with my internet service and it is almost always slower than what the speed I have purchased is advertised as. When I call customer support I am usually redirected multiple times and nothing is resolved. I have had 2 experiences where a technician was supposed to come and fix something on their end and both times the earliest someone could come was weeks away. I am from a small town and century link is really the only option for internet service and I believe the company takes advantage of that.

I called Centurylink on June 21, 2018 to try to move my internet service to a new location as I was purchasing a home. CenturyLink informed me I would have to purchase a new router for $100 even though I was only moving 3.5 miles down the road. I told the representative I would call back to cancel once I secured an account with another provider. After closing on my new home and setting up internet wth another provider, I called Centurylink back on June 28, 2018 at phone number (800) 201-4099 to cancel my service. I called at 1:58 pm and stated I would like to cancel my account. The representative began to tell me about special offers available if I chose to keep my business with Centurylink. I said I was not interested and wanted my account cancelled. The representative then hung up on me. I called again at 2:01 pm and waited on hold for several minutes then explained to a representative that I had just tried to cancel my service and the previous rep hung up on me. I stated I was not interested in any retention offers and simply wanted the account cancelled. She then hung up on me. I called back at 2:13 pm and explained my two previous attempts to cancel my account to a third representative. I read her my account number off of my bill and she stated there was no such account number on file. She then attempted to look up my account by name and phone number and stated no such account existed and could not find me in the system. I then logged into my Centurylink account while on the phone with her and there was no bill or account information available. She stated the representative I first spoke with must have cancelled the account for me. It is now July 8th and I just received a bill from Centurylink for internet service for June 28-July 28 2018 in the amount of $45. I logged into my centurylink account and all of my information is there and shows me signed up for internet service with a bill on autopay. I do not have a contract with Centurylink and was assured there were no cancellation fees because there is no contract. I have not lived at the service address since 6/22/18 and have not used or had access to their internet service since 6/22/18. This company keeps billing me and WILL NOT cancel my service and close my account despite several requests for them to do so. Please help!

Lumen Technologies Response • Aug 07, 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.

The account, once canceled was back date to reflect the June 28th date. The timing of the printing of the bill was the same cycle the customer called in and it had already been issued.

Since the final bill reflects the date the customer requested there are no charges to be contested and no refunds warranted.

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

Sincerely,

Steve S

Installation was 1&1/2 hours past deadline. Once serve was hooked up it only worked for about 10 minutes. Called customer service they rebooted the machine. This happened 3 times. Finally got service. It was still spotty and extremely slow. Tried the chat line. Agent gave incorrect directions. Waited until next day. Service was minimal. Tried setting up account. Got the run around again and was told repeatedly to reset password. I did so at least 5 different times. Started chat again. Was told to again to reset password, again did this 3 more times. Automated service kept telling me my account number was wrong even though it was the exact number on my paperwork. Was disconnected from chat two more times. Customer service didn’t help, they just gave me the run around again.

After less than 48 hours, I am still without promised service.

Lumen Technologies Response • Aug 07, 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.

Customer must call in to cancel service. A free return label is in the box the equipment came in. At this time the account has been canceled

If it is missing or was not provided, then the customer can go to www.CneutyrLink.com/returns and print the label themselves. It is important to drop this equipment off at any UPS drop box or UPS facility; keep a copy of the tracking number.

While CenturyLink understands the customers time is valuable, CenturyLink does not compensate for the time it takes to address a specific issue only downtime if and where applicable.

As a courtesy the company has zeroed the final bill due to the issues trying to fet the problems rectified.

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

Sincerely,

Steve S

Customer Response • Aug 07, 2018

Complaint: ***

I am rejecting this response because:

This form letter is not an appropriate response. Nothing addresses the issues I stated in my complaint. I received horrendous customer service. It is a blatant lie that this company strives for excellent customer service. I was treated terribly, put on hold for much too long a time, my calls were redirected to the wrong department, I was given the wrong information. I was told I would receive top notch service and I didn't. This company took away an entire weekend from my life and left me in tears. This is a form letter. It is unacceptable.
Sincerely

We contacted CenturyLink on 6/7/18 with a request to disconnect/discontinue our home phone service but continue our internet service. The request was made by chatting on line with a CenturyLink representative. The representative stated that they had discontinued our phone service and that we would be signed up for the $45.00 price for life 6 Mbps internet service. We do have transcript proof of this conversation. Several days later we notice that our phone service is not disconnected as CenturyLink calls us to tell us that they will not disconnect our phone service unless we pay a $75.00 deposit fee, we stated that we would not do that, as we have been customers for 24+ years, and were not told of this on the prior request, where we were told that the service had already been disconnected. We requested a supervisor, and was told the service would be disconnected. A few days passed and we still have telephone service and we placed a call to CenturyLink once again to request disconnection of our service and were told that we had no telephone service, at which time we replied we are calling you from this telephone service number. We were then told by that representative that our initial request was one day late on the request for disconnection and that it would be another month before it could be disconnected and that we would be reimbursed/credited for the phone service charge on our bill. On 7/7/18 we checked our service once again to see that it has still been not been disconnected and we did not get any reimbursement on our bill and in fact are still being charged for the service. CenturyLink was contacted again via online chat, as we can keep chat transcript records, and was now told that we would need to pay $138.05 in order to make changes to the account, and that our account is locked and no changes can be made. When we stated that a $138.05 payment had been made to CenturyLink on 6/7/18 and that there she be nothing due we were told that they can not see that information. When asked why they could see that we owe that exact amount but not see that we had paid that exact amount, they could not answer. We feel as if our service is being held hostage and that we can not get our requests fulfilled as promised by CenturyLink. Once again we have chat transcripts from our original conversation on 6/7/18 if CenturyLink stating that our service was cancelled and that we were switched to the $45.00 price for life internet service. We have also spent no less then 7-8 hours trying to work with CenturyLink to rectify this situation.

Lumen Technologies Response • Aug 07, 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.

Prior to this replay, the customers service has been changed and between July the 6th, 2018 to date has received all applicable credits for the problem incurred trying the get the issues resolved.

While CenturyLink appreciates the customers time is valuable, CenturyLink does not compensate for the personal time it takes to resolve the issue only actual time services may be interrupted.

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

Sincerely,

Steve S

Check fields!

Write a review of Lumen Technologies

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by adding a photo

Lumen Technologies Rating

Overall satisfaction rating

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

Phone:

Show more...

Web:

This website was reported to be associated with Lumen Technologies.



E-mails:

Sign in to see

Add contact information for Lumen Technologies

A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated