Lumen Technologies

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.

I ordered and pre paid for my service in June. I was told my service would be installed July 6th. On July 6th I was told it would be installed July 11th. Today (July 8th) I receive a phone call stating it will be July 25th. They already have my money, and I have no service. They ask if I want to cancel which is a NO, but I would like my services when they tell me they will be installed.

I was charged $99 for unreturned equipment fee and charged $14.99 for unturned equipment on June 15th. I never needed to return any equipment. Please adjust those fees from my bill that's due. On june 15th I downgraded and removed telephone service from my package. That's it that's all. I contacted their chat representative, Albert A. He said, he saw that I received a new modem on april the 20th. And I got it on April 26th. I told him that I never needed a new modem. There was a technician that was sent to my house that day with one. He said the representative set the appointment on mistake. I even spoke to the supervisor and gave him the modem he handed me back. The chat rep. Albert said, Here's the thing, The modem you had to return was the one that you are using and you had to keep the one you were sent, the modem you were sent is way better than the one you have though and There was an order for upgrading the services that means that you requested an upgrade and that was why the modem was sent in the first place.
I explained to him again that was a mistake from his company. I NEVER REQUESTED AN UPGRADE! I NEVER NEEDED A NEW MODEM. THE REPRESENTATIVE WHO I CHATTED WITH ABOUT MY HIGH BILL BACK IN APRIL MADE A MISTAKE AND DID THAT. I SPOKE WITH SOMEONE ABOUT THAT BACK IN APRIL. I said, You don't seem to understand either. Maybe the best thing for me to do is to talk with the representative because you chat representatives aren't doing your jobs correctly or listening to the customer correctly
I've had numerous bills since then with no charge for any modem. So why all of a sudden is it on this bill? And incorrectly.I WILL NOT PAY FOR A MISTAKE OF YOUR COMPANY. The representative have me a number to call in and he didn't help at all

Our landline has been out since 7/4 and they won’t fix it until 7/12. It is the same wiring issues we have had multiple times. They refuse to fix the problem because we live in the country. It is also affecting the horrible wi-fi the offer here as well. Their customer service is the worst I’ve ever experienced.

They make it a horrible experience every time we need to contact them. It is so bad we are actually thinking about moving to get away from this company.

I have a 90 year old mother in KY that is not well and my siblings can’t call me. How do the people that run this company sleep at night??

My husband and I used to have a Century Link Account many years ago. It was still listed under my online billing for my bank. I accidentally on two separate occasions sent them a $167 thinking I was paying my current provider ***. I contacted Century Link back in March and they said they could not find our account , however they received and accepted the two $167 payments. They gave me information to submit to them to see about getting our money refunded. I then filed a claim through *** to get our money back. They contacted Century Link in May to find out why our money had not been reimbursed. Century Link said in May we would have two checks for $167 in the mail within thirty business days. It is now July and we still
have not been reimbursed our money. It would be greatly appreciated if we could have some assistance in resolving this issue. Century Link took our money knowing we no longer had active accounts with them.

On June 29th 2018 we lost internet connection with Centurylink. We contacted customer support and were notified that they were unable to come out and repair the internet connection until July 11th 2018. They had advised us that there was nothing else they could do. Both my husband and I attempted to contact Centurylink several more times with centurylink only offering to send out a new modem, which did not work. Subsequent phone calls were met with either no answer (we have waited on the phone for upwards of 2 hrs) and online chat sessions were disconnected by the agent. We have to have internet as I work from home, both my husband and I attend college online, and we have medical devices that must have internet to communicate. I could understand if it took two or three days to get someone out but to wait almost two weeks for the internet to be connected is unacceptable. We have had to uproot our family (including a two year old and five year old) and stay with my parents over an hour away. It has created hardships for all of us including my husband who had to add an hour to his already long commute. Centurylink has failed to address our concerns and recent attempts to contact them have been met with no answer or agents closing chat sessions mid conversation. We have no other options for internet as their competitor could not get a survey completed in less than a week. We need Centurylink to address these concerns in a timely manner. We are paying customers who have never missed or been late on payment. I have never been so insulted by a business like I have been with Centurylink!

I ordered an upgrade to internet speed on May 23rd was told a technician would be out May 30th. That day came and no technician came I called them they said the order wasnt processed correctly. I had to take a day off work but no one contacted me. I had them set up the next day that they could come out which was 2 weeks away on June 15th. I took my second day off to be there because it was an 8 am to 6 pm window. No one showed up and they sent a form email stating I wasnt home when I can provide cell records and location records that show I was home all day with my newborn. I called again june 18th they stated they would be having a supervisor call me in 3-5 days a field supervisor never called me which again can supply phone records. They said they set up a tech to come out on july 3rd on the june 18th call as well. Took my 3rd day off work and still no one came. called today july 6th and they said the order wasnt processed correctly. We are going on 7 weeks now and I keep getting lied to and having to take days off of work.

I have gone through years of terrible customer service with this company and somehow has gotten even worse this year. They tried to sell me on a price for life contract and sell me a new modem for $100 (instead of renting). They sent me the wrong modem 3 times which caused substantial service downtime. I spent many hours and a dozen phone calls trying to resolve. This started at least 4 months ago. Eventually they charged me $200 for not returning the wrong modems on time, even though I didn't know which ones to return or which ones would work. I ended up keeping the old modem I already had because I knew it worked and still paying the $100 for it. On top of that they charged the extra $200. I finally got the incorrect modems returned, and contacted them on 5/30 to make sure I got my last credit. As of today I still can't get my last $100 credit applied. I can't reach them by phone or chat, I'm hoping they return my email. And there is not local office to talk anyone in person, that I know of. This is just the tip of the iceberg because I would deal with similar customer service issues for many years. Wrong billing, processing, equipment, etc. Every time you talk to someone there its a different story and they do things completely different. No training, no understanding, no accountability.

we had ordered our services on line with a special for $45 for 60 mps. after we purchased the service online, we noticed that this didn't look right, so we used the chat function to check on the pricing. We talked to Nairoby on 3/30 which at this point they confirmed that the price was $45/month. We signed up for a bundle package deal that was an online special only for $45/month for the 60 mps internet and $45/month for direct-tv choice with the HBO, Cinema and Star for 3 months and NFL package for 2018. After being billed twice, we noticed that the bill was not correct. On 5/29/19 I (***) called into century link to discuss the bill and review the bill with them. The first time I called in, they put me on hold for over 20 minutes at around 4:30 and then picked up and hung up on me. I then proceeded to call back at and talk to Andre 4:38 and then Andre transferred me to Richard at 4:43 at this time, Richard stated he knew exactly what deal we were offered and that he had to transfer us to the team that would make this adjustment for us and fix our bill. And then after talking to Richard transferred me to Kathy at 4:55. Then Kathy told me she was still not the right person, so she transferred me to Hector at 5:08. After sometime of researching and not providing me an update, I asked hector if he was still there. I explained that this was frustrating as I have explained this and he still was not the person to fix it. I asked him to transfer me to a supervisor he did not reply and then I said hello, are you still there, he said yes and waited some more then hung up on me. I was extremely upset at this point in time and had to have my fiancé call back. At this point in time Alex To, my fiancé called back and asked to be escalated to a manger. at 5:35 Alex was transferred to Darren and Alex explained the scenario and the cut ticket ***. Darren stated that someone would get back to us in 7 to 10 days and we would see an adjustment on our bill for a credit. We had not heard back from them son on 6/12/18 Alex called them back again. We were charged $182.77, altered the last bill to look like we paid $130.17 but never physically refunded the money. The bill is still not correct. Alex spoke with a customer service rep that then decided to transferred him to retention. He told the rep he did not retention as we did not want to cancel, we just wanted our bill to be adjusted and reflect the promised price. At this time (12:10PM) Amanda from the retention team (emp ID: ***) attempted to look but confirmed she was not the right person to fix this either. Alex proceeded to explain that he knew this, as we were not retention. She then talked to her supervisor Brittany and we should be getting a callback within 24-48 hours. By 6/15/18 we still did not receive a call back from centurylink. We decided to call back and talked to chris 3:43 pm. Chris then transferred us to Danny (empid vxim017) on 6/15/18 3:45pm. He then looked into this again and then told us that we would hear back 72 hours and this was the ticket #*** and that we should see an adjustment in 24-48 hours (ticket#: ***). We did receive a credit but till this day 7/3/2018, we still do not have an adjusted bill. This still has not been fixed, and we still have not heard back from them. After multiple attempts of contacting them and trying to get this fix, we are extremely frustrated and are not able to continue calling to explain and ask for a follow to get the same run around with no solution. We are not asking for anything more than to honor the price that we have been told we would receive for our service. At this point in time, 39 days have passed, we have spent over 2.5 hours total on phone over multiple calls, being placed on hold, repeating ourselves and multiple transfers with no resolution or follow up. we never received a single call back that was promised.

Never established service but are sending me bills.

I've called 3 times to have service connected. Each time I have called I have gotten the same call center person "Ben" who schedules a technician to come out to my house. The schedule is always sometime between 0800 to 1700 despite me saying multiple times I am not available to be there until after 1600. The last 2 times "Ben" confirmed the technician would be out after 1600 but the tech came much earlier and did not set up service. It's been 4 weeks and I still do not have service but they are sending me bills for a connection they will not establish.

Century Link continued to bill me after I requested that they discontinue service. Recently Century Link has submitted a negative credit report and begun collection efforts.

Specifically, I had a month-to-month contract. I first requested that my service be discontinued and for instructions on returning the modem that I was leasing by mail on 7/25/16. Bills continued, so I called (date unknown) to restate my disconnection request. Century Link hung up on me while I was still in the automated portion of the system. I sent an e-mail (date unknown). Century Link requested more information. I gave it. Century Link requested even more information. Realizing that this was just a run around I stopped contact by e-mail and phoned again (date unknown). Again Century Link hung up in the middle of the automated portion of the system. Finally on 12/28/16 I sent another letter stating my intent to drop the matter if I don't receive a reply.

To my final letter Century Link sent a reply by mail. That reply was misplaced for four months. Upon finding Century Link's letter that finally included instructions on returning the modem, I mailed the modem back to Century Link, along with a check to cover the rental costs of renting the modem for five months.

Century Link wants an additional $250.

I was given a date of 7/6/18 to install internet and then was rescheduled to 7/17/18 after vacation time was setup for install

I bought century link with the promise of 29.99 service 11 months ago for 12 months. They did not follow through with that and added some fee for 34$ a month. However, for the last 2 months of my service they did not honor the 12 month promotional pricing and have been charging me 40$ a month. thats 20$ they are cheating me out atleast and I am very unhappy with the communication between departments at century link. Incredibly frustrating to work with.

I have order internet thru Century link. Today it was to be hooked up. Today was also the 3 rd date I have been extended to. Service man can to house and said there were still issues but was working on it. After several hours down the road at the century link huge box I went to ask status. He was gone. The biggest problem is box on the back of my house is still left open with wires cut and exposed bare wires. I have picture also. I called and they said now it’s extended to 7/13 with no explanation. Also was told no one would be back today to fix the huge problem they left. This box also has wires for my home security system with it. Rain in forecast for tonight. I asked for supervisor and was told they would call me. Still no call back.
Please help. I just want wires fixed and internet hooked up.

One star rating is One star too many. I have had countless billing disputes with CenturyLink and cannot have it corrected. I do not understand how or why this is not regulated. Their billing is not "confusing" as suggested, it is FRAUD. You do not received thousands upon thousands of complaints because you have under-educated customers. PLEASE DO SOMETHING TO MAKE THIS STOP!

First, let me acknowledge that I would have been happy to contact the number CenturyLink provided and requested I call before filing a complaint.
However, I have no phone to do so.

CenturyLink is the only residential telephone company available to us, so we (my husband and I) have been customers since we built our house in 2003, and we have always paid our bills on time and in full. We frequently have issues with sound quality (very loud static), and over the years we have had numerous outages that have nothing to do with storms. A technician told us years ago that the line between our house and the *** farm (less than a mile away) was in very poor shape, but CenturyLink would not consider replacing it because it wouldn't be profitable. That meant we could expect issues with our line each time moisture impacted the line. That also meant we would never have high-speed internet available to us. A few weeks ago, we had horrible static on the phone, and CenturyLink told me the soonest appointment they had available was two weeks out. We accepted that because we could use the phone, although occasionally the quality was so poor that we couldn't actually hear the other person or *** couldn't hear us. The problem resolved itself before a repairperson actually came. Then on June 26, the phone went out completely. We called in the outage and were told they couldn't send someone out until July 7. We explained that we have no cell phone service in our house because we unfortunately live in a dead zone, and our landline is our only means for emergency services. This is especially concerning because I am a stay-at-home mother to a toddler. The representative told us they had no earlier openings. On June 27, our neighbor called CenturyLink because she, too, had an outage. They scheduled her dispatch for July 3. I then used the online chat to work through the system to a manager, and supposedly my appointment was bumped up to July 2, which was six days after my outage. The chat transcript from June 29 with Majorie, ***, reads that my dispatch was moved to July 2 between 1-5 p.m. When I had not seen a repairperson and still did not have service by 5 p.m. on July 2, I again initiated a chat with a CenturyLink representative. He (Jose, ***) told me my dispatch date was July 7. I explained that my dispatch date had been bumped to July 2, but he claimed that was an "override" and the date remained July 7, 12 days after the outage occurred. Phone service is a basic necessity for all aspects of life, including employment and healthcare. I am frustrated by the ongoing quality and consistency problems we experience with CenturyLink, and their lack of willingness to provide appropriate service. As consumers, we expect the product to be effective and reliable, and we expect any issues to be treated in a timely manner. We also expect clear communication regarding the repair schedule.

I've been with CenturyLink for over 4 years. Before that, I utilized them for several years at different addresses. I have never gone more than 6 months without some issue with this company. They are essentially the only provider in the area and I believe they are taking advantage of that. Most recently, we moved and needed to transfer services. We had to wait 2.5 weeks for someone to come and install our internet. They changed out our modem without asking and now we're being charged extra per month. I called and asked if I could just buy the modem so we wouldn't have to pay extra, and they said they would have to have me return it and have them ship us a new one -- leaving us without an internet for ANOTHER 2.5 weeks. They also said they were going to give us a Visa card for our troubles and for moving and they never sent it. Their customer service is almost always unhelpful. They won't even transfer you to a manager or supervisor if the issue goes unresolved. They constantly inconvenience people and never try to make it right. I understand this may seem petty, but I do believe this company is taking advantage of being the only provider in a rural area and I want them to be held accountable for their atrocious customer service and product. I've tried to make complaints/talk to supervisors to let them know, but no resolution ever comes of it.

I moved from *** to ***. During that move, I cancelled my Prism Tv service and returned the equipment. I have now received a bill saying that the equipment was not returned which is not correct. My centurylink account number is ***, prism account is ***.

A tenant, ***. had Century Link in her name she has moved out and canceled the service. I ordered CenturyLink on Saturday 6/23/2018, requesting to keep the current phone # at the house, and scheduled Direct TV to be installed on 6/30/18. I was told that was possible to keep the same phone #, but it could not be done until Monday 6/25/2018. on Monday 6/25 I received a phone call from CenturyLink to change the phone # over. On Tuesday 6/26 I received another phone call from CenturyLink, Brenna, to transfer over the phone # again, at that time I explained that I had already done the transfer. I was told that this needed to be done again. Saturday came around and the current service, Direct TV, was shutoff. A technician from Direct TV was scheduled between 8 am and 12 pm, but never called or showed up. I called CenturyLink at 11:45 am and talked to Oscar about the problem. Oscar said he needed to look into the problem and would call me back. At 3:45 pm I called CenturyLink again and talked to Carlos, CARLOS said I did not have an account, I repeatedly asked CARLOS to speak to a supervisor at which time CARLOS HUNG UP THE PHONE ON ME!!!!!!!!!!!!!!!!!!!! I still can NOT believe a customer service rep would hang up on a customer. I called back again and CARLOS answered the phone, I asked why he hung up on me and he said “it was not him there are several Carlos's working at the call center and it was probably the Carlos sitting next to him”. At that point CARLOS put me on hold for a supervisor. I spoke to Tony who looked into the problem, Tony said he would call me on Monday 6/2/2018, It is now 11:30 pm on Tuesday 6/3 and I still have not heard back from Oscar or Tony. I have no TV service, which I paid some kind of tax on and I have no idea what is going on. I called again at 11:30 and spoke with Irene, she stated, with no feeling how bad this experience has been, that the proper procedure was followed by CenturyLink. That Direct TV is on hold and she would connect me to Direct TV to find out why they did not show up. I asked to speak to her supervisor, she said she would connect me to the retention dept. and the phone hung up.

THIS HAS BEEN ONE OF THE WORST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD, I BELIEVE EVERY SHOULD KNOW ABOUT IT!

I called to address slow internet services. The representative went through a quality check over the phone that ended with telling me I needed a new modem. To receive a new modem I would need to buy one as I was no longer under contract and that I had bought the modem outright. If I wanted new equipment I would have to buy it outright. I asked to speak to a supervisor and after 40 minutes on hold I decided that going with a new company for service would be easier. Since I had to sign a new contract anyway I thought it might as well be for better service and product. So I went searching for better.

After two weeks I received new service and called Centurylink back to disconnect. The representative tried to sell me on better offers and then went on to tell me I was in a contract and I would have to pay the cancelation fee for breaking my contract. I advised to what the representative reviewed with me before, where I was informed that I was no longer in a contract. The representative only apologized for the miscommunication and then quickly gave me my disconnection number.

It cant be both ways: 1) no contract and pay for the equipment; or 2) have a contract and pay cancelation fees.

This company does not care about the customer.