Lumen Technologies

Customer service representatives were unprofessional, rude, and unresponsive to my inquiries about why CenturyLink is billing me after I discontinued service. I still have no answers.

Originally I subscribe to internet service thru a partner company that assured me there would be no contract. No true. WAs lie to plain and simple. Subsequently after a period of time my bill went from $44 to over $100 which isn’t remotely reasonable. During this time I went thru major surgery a double lung transplant and wasn’t able to pay much attention to my affairs. When I was able to deal with this there were several attempts with CenturyLink where I was met with Rudy and non customer friendly people who keep me from canceling service until to paid their excessively high charges. Not even a remote Willingness to work with me. In addition to that they suspended the service while still charging me the excessive fees. I contacted them several times and was shuffled back and forth. That’s the jist however I want to emphasize EVER single person seemed to be program to. E rude and unreasonable

Century Link refusal to cancel - On Oct 18 2017 I cancelled and returned my Century Link modem to the Sullivan Road store in Spokane Valley WA. Six months later I start getting bills for this service and they keep growing. I've sent letters, talked to their customer service, they don't seem to acknowledge it. Please help. Thank you

having no phone service and internet issues, contacted centurylink over a week ago and still no service, this problem should be taken care of in 24 hours, also I should not have to pay for a service that I have not recieved

I signed up with CenturyLink in December of 2016 I opted to add Direct TV cable service for a discounted price when it was paired billing with CenturyLink. They informed me the discounts put on to my account will drop off at the year anniversary date but I can call in and make adjustments.
Since January 25th 2017 I have tried to call CenturyLink and Direct TV to have my bill readjusted to the original price of $110($45 for CenturyLink and $65 for Direct TV), it jumped to roughly $198 at that time. They assured me that the issue was resolved. By the next month I received a bill with more charges. I would call both parties because CenturyLink would state that they couldn’t fix Direct TVs part and Direct TV would say that they couldn’t fix it without CenturyLink.

By March my bill was up to $214.53 although we were sending in the $110 and I would call to check on the adjustments with both parties and they would assure me that it was going to be fixed, and informed me that the “credits” probably haven transferred over. I connected with CenturLink and spoke to representative by the name of Bryan, he assured me that my CentruyLink portion was adjusted to $55/month and that credits would be applied to fix the history. I wanted to confirm that the portions was adjusted to would make numerous calls to both parties to ensure that were all on the same page. The calls would last up 20 min each and possibly longer. There were no notes of the adjustment according to the CenturyLink representatives.

By April, my bill was up to $411.57. At this point I was really anxious to ensure that the communication bridge between all parties was being heard in order to fix my bill. I really wanted to make sure that my original adjustment amount requested in January of 2017 would be reflected on the bill before I made a new payment. CenturyLink informed me that they could not make adjustments until Direct TV approves it and Direct TV informed me that they could not make any adjustments now because there was a hold on my account. The Direct TV representative informed me that he had minimal access but once that was released retro payments can be applied. Another call to Direct TV a representative informed me that I should unjoin the accounts in order to resolve the issue solely with their company.

By April 19th my services were disconnected, when I called CenturyLink to restore service I asked about the status of updating the bill, the representative had little notes of the previous calls and applied a large credit to have it resolved. I requested email confirmations and received none. I asked on the 19th when this should be reflected on my account and they informed me by Tuesday the 24th of April or Wednesday at most. By this time I was making daily calls to have the matter resolved. I get off of work at 4:30 CST and would begin to make contact. If I ended a call and they offered a resolution I would call back and check to see if it was truly reflected on my account. Numerous times there were no notes from the previous call. On April 26th my services were disconnected yet again. I contacted Direct TV to restore services and they informed me that they could not because of the minimal access yet they told me that my account wat paid to date. When I called CenturyLink at this time they informed me that the department that resolved those issues was closed. I requested to speak to someone with answers on the CenturyLink side and would get transferred to various departments and my calls would drop. I attempted to use the online chat option after that and as soon as I got to the entirety of my situation the representative or chat bot would no longer answer.

On April 27th I called with the intent on speaking to a manager or Supervisor. The representatives insisted on hearing my complaint or situation then would result in transferring me. I spent an hour and a half on the phone and finally got transferred to what sounded like a male stating it was a help desk and the call disconnected. When I attempted to call back the department whom I needed was closed. At this point I was aware that no resolution can be made on the weekend and the hours to make contact with CenturyLink needed to be before 6CST. I left work early and called on April 30th and requested a manger, after insisting on hearing my situation I was transferred multiple times. I sternly requested to speak to a manager, a representative by the name of Reggie assured me that one would call me back in 20 minutes. I waited 30 minutes and called back, the representative then informed me that it is an inbound call center only that Managers never call out. The same representative insisted on hearing my issue and after explaining and sternly requesting a manager he informed me that he was going to hang up on me due to my anxiety and did so.

By May my bill was up to $684.4. I never submitted Aprils payment due to awaiting resolution upon my original request. I simply wanted to know what to do at this point to see a resolution. The representatives informed me that since my bill has been in an outstanding status that no adjustments can be made whatsoever. I had to pay the full amount in order to reinstate service and make requests to adjust the programing. My faith was lost in the company. If I did pay the full bill I felt as though I would still see no resolution. I had no choice but to disconnect my service. I disconnected on May 1st. I contacted CenturyLink on May 7th to confirm my last statement amount and asked when I would receive a bill, they said it would come soon. I called may 9th to confirm the statement amount and asked if I could start sending payments to where I sent my checks previously. The representative recommended that I wait until I receive the actual statement.

I received my statement from Direct TV dated 5/07/18 with the first 2 weeks of the month for the billing period of 04/15/18 – 05/06/18. I had little to no service between this billing period, the amount was 90.96. I received a statement from CenturyLink dated 5/22/18 in the amount of $600.15. I received in the mail box on May 29th with a notice from collections for CenturyLink.

In addition to this main issue, I would receive numerous disconnect notices with odd amounts. I was late on a bill once in June to July of 2016. I was sent to collections by CenturyLink in August of 2016 although I pay my bill monthly. I called once to rebuttal the issue and heard nothing back from the collection agency nor CenturyLink. This validated that I was sent to collections incorrectly.

With my numerous attempts this only briefly explains the relationship I had between CenturyLink’s and Direct TVs Customer line. I spent numerous hours on the phone trying to get this resolved from the time I left work to the time that the department closed. I encountered sudden call drops and being transferred from department to department on a majority of these calls. I was told bold lies about my account. What the most important to me is closing up any debts, as a young professional and a new home owner this is important to me. I was going to pay these accounts but dot think what I acquired is fair. Can you please review this complaint and let me know what I should do?

I was a customer with CenturyLink for 10 years. I called on March 19th to cancel the account because I moved residences. I received a cancellation confirmation # *** confirming that my account had been closed and services disontinued. However since March, Centurylink has kept sending be a bill every month and keeps telling me that they will credit my account back to March 19th, but instead they just keep billing me.

we have a account number with CenturyLink . Our computer service and line line phone was with out service at the end of April 2018, After calling in several times a tech was finally sent, May 3 and fixed the issue running a new line. The next step the tech told us was the cable to be buried. He did file the form. Again more calls were made cable not buried, they sent another tech on May 24 not his issure. This tech mad e another form out to have the cable buried. The first Tech arrived on May 25 and filed another form for cable to be buried. He did give us the areas supervisor phone number, name is (574-377-3977)..I have repeatedly called him every week since May 25 and up to 3 or more times weekly and he is presently since last week not answering my calls and the cable still remains not buried. Mr. Studebaker has explained this is an outside contractor who will bury the line. 2 months is way to long!!! the cable lays on top of our lawn from the road is a fall hazard and mowing hazard. We still pay our bill but are not getting completed service.

I noticed that my Wi-fi was not working around 3:30 pm on June 14th. I called the internet customer service line and was informed that my password had been changed about an hour prior. My husband is the only other adult in my household, and my daughter is 9 and my son is 5. I was concerned how someone could call and change my password (I didn’t even know that this could be done as my husband and I had used the factory default password for the past 2+ years). I was told that the password was changed from factory default to “***”. This phrase has no meaning to my husband and I. I changed the password to one that my husband and I would remember. I asked to speak to a supervisor, and she informed me that there was information that showed that someone had attempted to call regarding my account 6 times in the previous 300 hours. I was beyond worried that someone had my SSN (only my mother in WV knows it). I was assured that there would be a thorough investigation and feedback would be provided to me. She suggested that I call back in 3-5 days. I waited around a week until I called back; I was told that the investigation was ongoing and no information could be provided yet. My husband called on the 26th of June, and he was told the same. I called back today. I spoke to a tech and a supervisor. They told me that they have no “footnotes” about more password changes than the ONE I made around 3:45 on June 14th. They completely contradicted what I was told when I originally called on the 14th. The supervisor informed me that the only two ways my password could be changed was through using the IP information on the bottom of my modem (which is located in my bedroom) or through the phone. Since neither I or my husband did either of this, I am perplexed as to how CenturyLink cannot figure out what happened? Poor security is the only thing I can think of as to how my password was changed in the first place. I am also upset that I have had to call the company every time to obtain information about this investigation (which sounds like it’s not really been investigated). I’m outraged that everyone is accusing my husband or I of changing our password then calling back and acting like we never did that to change the password again.

I acquired centurylink internet service 8/2016 on a month to month basis- As I was moving I called as well as wrote one month and two weeks ahead of our move on 5/23/2018 which was the last day we received centurylink service. The rep said I would have to pay through the billing cycle until 6/6/2018 I agreed and I did pay this bill. Now I am receiving notices I owe more as Centurylink now claims a disconnect fee ($67) and that I was under a two year contract. This is not true! As well as a disconnect this is BS too! I purchased the modem and hooked it up myself and unhooked it on our last day at this residence in Boise which was :

I have had century link for months and I have a laundry list of problems. First of all, the cable, that I pay for additionally in my second room stopped working. I was also charged WAY more than I was originally quoted. I can't sign into my account no matter how I try UNLESS of course I am using the 'quick pay' option, then all of the sudden my acct number/username and password work. I have need to speak with someone about when I can cancel anything in general as I may not be at my apartment much longer. Evert time I call, I am passed around from department to department saying they can’t help me and never get anything resolved because you can only call during the week and I have a job. I am not one to write a review but, at this point I’m hoping to at least get a response and get my problems fixed. I do not have time to be dealing with this and I spend hours every month trying to get things fixed and it appears the only possible solution is using the "online chat" which is slow and eventually crashes and I have to start over. I am beyond furious at this point and will never sign up for cable again, especially through Century Link.

I received a disconnrction notice in May of 2018.Century link made unauthorized changes to my account with any notice.I have never received a paperless bill through my email address.I asked cenutu link to prorate the bill to the contract price they refused even though I informed the company I have a disabled son using the equipment and disconnection would effect us.Century link also failed to notify me of the new router and a $100 fee psysble when the next bill was due in order to receive internet service under a my plan.

In July of 2017 I spoke with a CenturyLink customer representative to obtain internet through their company. I was advised I was signing up for the guaranteed price for life with no contracts. The only stipulation was I had to sign up for paperless billing. My price was $29.99 with for a monthly total of $31.94. In January of 2018, my bill increased to $34.94 with no explanation. Because the price was for life, I do not check my CenturyLink automatic withdrawals. February's bill over doubled in price to $76.99. When reviewing my credit card statement for this month, I noticed I am paying $78.99 a month (increased an additional $2 for internet recovery). I contacted CenturyLink and was advised I never had the price for life and my "discount" expired. The agent offered to begin me on the price for life starting at $55 a month for the same service. This is not what was explained to me by the initial representative when I first contacted CenturyLink for services. Had I known they would not honor their agreement, I would have stayed with my previous provider for a much lower rate than the one I am being charged now. I appreciate any and all assistance I can receive in resolving this matter.

Centurylink representative came knock on our door to promote the fiber to home internet services. We subscribed the services with the expectation that the price is at $40 / month and it is price for life.

However, when we received the bill, it was not the right amount and we were told that it is not a price for life. We are very disappointed by the practice of Centurylink services. I called multiple times to their customer services and they still are not able to resolve my complain on the incorrect pricing and account type.

I do believe that the whole practice was intentional as I called multiple times, the customer care representative told me that the issue was resolved but indeed it was not. I am very frustrated on dealing with the company and plan to switch my internet service.

I purchased new internet service with CenturyLink. I paid a $50 deposit for these services. Services were set to begin on June 1. On June 2nd I tried to use the equipment shipped to me to activate my internet but I could not get it to work. I called tech support and they stated that they could schedule someone to come out to my home to assist. The tech put me on hold to find someone available to come out to my home. She stated that she can schedule some on for Friday June 8th. She stated she felt this was a long time to wait but that was all she could get me. This was too long so I requested to cancel services. She gave me the telephone number to call to cancel services but they would not be available until Monday. On Monday June 4th I called and cancelled services. I spoke to a gentlemen and he took my information to cancel. I had to ask him how and to whom should I send the equipment back to. He instructed me to get this info online. I did this and printed postage and returned the equipment that same week. Later I received a bill for approximately $55 with a $50 credit (my deposit). I NEVER had service so I called them back. I spoke to a gentleman who told me not to pay the bill and that I would have to wait to the following month to have my deposit refunded and he would put a note in the system stating I never had service. A few days later I was called at work by a tech stating he was at my home and had an order to fix my internet. I explained to him I cancelled services. I have not yet been refunded my deposit and don't feel like I will as they are obviously disorganized, evidenced by the fact that they sent a tech out on a repair after I cancelled services.

I am being billed for an Early termination fee due to disconnecting High-Speed Internet service before 09-19-2018. Due to my permanent relocation and CenturyLink's policy they had to cancel my account in Colorado in order to start my new service in Vancouver, WA. I scheduled an install at my new residence in Washington and due to an error in the Centurylink system, a technician never showed up. Due to my job and the requirement of the internet in my day to day business operations I had to have internet at my residence on June 5th. I called into CenturyLink's retention department and was told that due to this error on their behalf and their inability to install my internet within a reasonable amount of time that they would cancel my account and wave all fees. This conversation took place on June 5th at 11:30am PST. After being told that my account in Colorado and the paperwork started in Washington would be canceled. None of this took place. I've since received the bill stating that I have an early termination fee on my account. I've called four times and spent several hours on the phone trying to talk with the retention and escalation departments. My call has ended twice unexpectedly without receiving a call back. Their lack of follow through is far from appropriate. They are better at dodging their customers than they are at assiting them. I continue to receive emails with details stating that I need to pay for a cancellation fee. I find this to be a gross use of their power and me paying the fee is far from appropriate.

To whom it may concern and on behalf of the families and businesses and agencies of the Radnor area of Olney Montana 59927, I am a service connected disabled veteran and rely heavily on the trickle of barely dsl internet that we barely get. After many complaints and repair tickets over several months since November 2016, we live in the Radnor area of Olney Montana 59927 and which is about a couple dozen families that are not getting dsl internet even though we pay full price for it. We also have several businesses, a United States Post Office a Department of Natural Resources, a Forestry Service station and others. The problem is that the CenturyLink old and outdated switch is decades old including the phone lines that route the dsl signal to its customers, even though its so crowded on this old outdated switch and phone lines that no one gets the 1.79mb/s dsl signal regardless that the modem shows 1.79mb/s which is NOT what we are getting, case in point when one uses CenturyLinks own dsl internet bandwidth test the results clearly show approximately 0.29mb/s. We have complained to CenturyLink about the ridiculously poor dsl internet bandwidth at 0.29kb/s (0.29 kilobytes per second which is a small fraction of a mb/s megabytes per second, even though we are paying full price for 1.79mb/s). First we were told it must be our system or our phone lines however that was quickly squashed as I am a bit of a tech myself and proved that it was not and that the problem is coming from CenturyLinks old and outdated switch which is where the dsl internet signal is routed through however the lines are decades old as is the other outdated equipment in that switch. Then we were told that we were scheduled to get whats called T1 Lines, a less expensive alternative to fiberoptics and that CenturyLink gave the green light for the T1 Lines to be installed, this would cut down on the 'exhaust' as they call it of dsl bandwidth signal that is currently just too crowded for anyone to get any useable signal beyond 0.29kb/s which is abysmal and about the same as the old dial up internet signal. However this was shot down as we were told because of budget constraints, so lets see if I have this right, we are paying full price for dsl internet at the rate of 1.79mb/s but we are only actually getting 0.29kb/s and CenturyLink can install T1 Lines that would at least give us the 1.79mb/s that we are all paying for but now they are not going too because of budget constraints, really! Next we were told that its possible that we might get fiberoptics which would resolve the entire problem for everyone coming from Whitefish soon in the next year, but then we were told that we are 12 miles too far from the last closest area that will get fiberoptics. So 12 miles, so we aren't worth 12 miles of fiberoptics, so we get punished because of where we live, 12 miles too far and we don't get fiberoptics because CenturyLink is too cheap to give its customers what they owe us even though we pay full price right along with the outside of Whitefish area customers that will receive fiberoptics, that is just wrong. CenturyLink has refused to fix this problem as of 29 June 2018. Please fix this for us and make CenturyLink fix the Radnor Olney Montana 59927 switch with T1 Lines or give us fiber optics, one or the other, we feel that our request and patience have been more than reasonable. Thank you and kind regards.

On June 12, 2018, I contacted Century Link to transfer my service from a home in Denver to one in Evergreen. During the online chat that Century Link (CL) has set up for such transfers, I was instructed by the CL customer service agent that I needed to take the modem I have in my Denver home up to the Evergreen home to give to the technician who is installing the new service at the Evergreen home in order to return the modem.

This morning (June 29), my mother, who is at the home so that CL can install the new service, called and said the technician won't take the modem because that will not stop the lease. So I called CL to confirm which information was correct (the June 12 customer service agent or the technician) and see what is the most reasonable resolution for modem return. I talked to a representative who confirmed that the process for returning a modem is to drop it off at UPS and not giving it to the technician as they can track the modem through UPS's tracking systems. Giving it to a technician does not give CL the same ability to track. I'm not sure why that is since CL should know both the modem they leased to me and the technician who is at my home, but I am fine with following their procedure. This issue that I raised at that point was - due to the incorrect information provided to me by CL on June 12, I am now required to drive more miles and spend more time to transport their modem in order to return it and believe there should be some level of compensation for me fixing CL's mistake. The agent said she could not help me with that, so I asked for a supervisor who could help. I was transferred to someone who answered and after I responded, the supervisor responded in a way as if she didn't hear me (repeated something like "Hi this is (name), please provide your full name so I can assist you". I responded again and then heard her say something to the effect of "if you do not respond I will have to terminate this call". I responded again and kept talking until the supervisor hung up. This may have been a technical issue on CL's end, or a supervisor who decided she did not want to deal with me, or is a CL policy, but I was getting frustrated at this point.

So I called back. I talked with an agent who listened to my complaint, responded in a way that was factually incorrect to my situation, and when I tried to explain to him (in an admittedly, not-so-happy tone, I'd assume), he cut me off, told me he was transferring me, and put me on hold for a transfer. A new agent picked up, and I asked to file a formal complaint with the previous agent as that was probably the most unprofessional interaction I've ever had with a customer service agent. I then explained my situation, and he told me that I would not have any recourse for CL's incorrect information provided on June 12 and my subsequent time and material cost to correct this mistake because 1. I would have been given the correct instructions on how to return the modem when it was first installed in my Denver home (2-3 years ago?) and information provided on June 12 does not matter and 2. I am not an employee of CL, so I cannot be compensated. He did offer to provide TV service for the low price of $55 a month. He did also help me print a UPS return label. Once I printed off the label, I terminated the call.

My two biggest issues with the current resolution (if it can be called that) are 1. This was one of the worst customer service experiences as a whole as I've ever had. 2. When I calculated the amount of money my company would pay to resolve this issue (which I calculated as the time and mileage spent to resolve the situation as is minus the time and mileage spent if I as told the correct information on the 12th) is about $42 - calculated by adding additional driving distance*2018 IRS mileage rate + additional time*billing rate.

On 6/14 I called century link to cancel my service as my bill had gone from $23.94/mnt to $64.72/mnt for the exact same service. I was told by a rep in the "customer loyalty"/retention office that she was able to restore my $23.94/mnt pricing until the middle for January and She would send me a $30 prepaid gift card in the mail for the inconvenience. Today, 6/29/18, I called as my bill had jumped to $70.99/mnt requesting my billing to be adjusted to the agreement I made on 6/14. The customer service rep and the customer loyalty rep said they couldn't offer that pricing. I requested to speak with a supervisor. I spoke to Andy, the retention office supervisor, who admitted that the rep on 6/14 had lied to me regarding the availability of pricing to keep my bill at $23.94. He said that he could offer me a $30 gift card, however, I said there should already by an order for one. He said their wasn't and he couldn't do anything but offer me a more expensive price of $40/month and said there was nothing he could do but would sign me up for that plan. He already admitted that the 6/14 rep lied and he wouldn't honor that pricing even though it was used to keep me as a Century Link Customer.

Invalid and predatory charge for closed account where no contract was legally established.

Predatory business with unfair practices.