Lumen Technologies

I established autopay when I started my account with Century Link and DirectTV through an *** satellite store in June of 2017. I was advised by a customer service representative and a supervisor that my autopay was removed from the account in August of 2017 but they could not explain why. Century Link did not notify me of this and they did not notify me that my bill was not being paid until June of 2018 when they suspended my service on Friday, June 15th. I received my first notification of my billing situation on Saturday, June 16th. After numerous phone calls with the company they could not find record of attempting to contact me and have never attempted to reach me by phone as my phone records will indicate. They allowed this account to go unpaid for over a year before notifying me and thus incurring $39.14 in late fees each month. I attempted to reach agreement with them on the late fees and they would only credit $30 even though the supervisor I spoke with on Friday, June 15th indicated that at a minimum they would credit three months of late fees which would amount to nearly $120.

I have contacted century link with no resolution. I discontinued service with them after 6 years of internet service because of constant billing issues and poor customer service.

I was then billed $200 for early termination. I never agreed verbally or in writing to a two year agreement.

I do not feel I owe this amount.

In late 2015 I purchased a modem from century link on ***. I want to emphasize that I "PURCHASED " the modem, I did not rent it. Now after moving twice and being without century link service since May of 2017, I am looking to sign up again. However I was just told by a century link associate online named Tiffany, that I cannot use that modem, even though it is a century link modem and is still in perfectly good working condition. They are requiring that I either rent or purchase a new modem in order to receive their internet services. I am not going to pay twice for something I already paid for and own. This is a clear example of fraud being committed by century link!

I called your billing department and spoke to a Micheal from your Phoenix AZ office (***) who refused to give me any account information without first providing him with a verification code. He stated that it would have been set up when I established the web account back in 2014. I have never created a web account. I have never been asked for a verification code and I have called recently. When I asked to speak to a manager he refused saying that I couldn't unless I was first verified. So congratulation since you have given your customers no other outlet to complain about bad customer service you now get BB complaints

Before signing up with CenturyLink I verified I would be able to receive 20 Mbps and the sales person said yes. I signed up but from day one I never had a signal. I would chat because when I was able to call they were closed. They would try to troubleshoot by sending a signal. It would fix the problem for a few days and then would drop again. Every time I talked to them I would explain I never have a good signal. My tv would only show one bar out of 5. I ended up chatting with them last weekend and they informed me that I would never have gotten 20 Mbps since it is not available in this area. When I informed them they told me I would have 20 Mbps they said that was a false statement. Now I have canceled my service after being transferred 6 times and hung up on 5 times they inform me that they can only refund me for the days I called in. I would never recommend this company to anyone plus the customer service was absolutely terrible. I never got the same answer twice. One told me I could return my box to a store. Then the next one said I could not be returned to the store because The closest store from PA is in NC. They how do they send out technicians?

The customer service is basically non-exisistent and to be honest is more annoying than they are helpful. Not to mention our internet never works. I was hoping to get away from *** but will be switching back since their service actually works.

Signed up for CenturyLink internet service. Never received any bills. I also never receive any emails concerning billing. I do receive notice of disconnects that seem to make it to my mailbox. I promptly pay upon receive the notices. I use my banks bill pay service, but was waiting to sign up for auto pay when I received my first bill. It never came. no bills have come from the service provider, only disconnect notices. When I checked my account I noticed late fees imposed. I feel these are fraudulent charges as CenturyLink has never sent me a bill or email notifications of my billing status.

I called costomer service and they said I could sign up for auto pay through the website, but could not help me with the late fees.

Century link falsely advertises internet service, something their company is not equipped to provide consistently. They also claim to have "24 hour customer service" however that actually requires internet connection because they don't have an available phone line to call on weekends and actually connect with a representative. The claim is false and misleading to consumers who are left with only the ability for phone calls when century links inadequacy to provide consistent internet service blocks consumers from access to their "customer service" on evenings and weekends.
Century link employees are given a script to provide false and misleading information regarding service. For example, my internet has been out since Saturday morning, 6/16/18 and after several unsuccessful attempts to contact customer service via phone, I had to use alternate method to connect to the chat (which is hard to find). The representative indicated the service would be restored on 6/17/18 by 4:00am. As of 9am on 6/17/18, service is still out. A second attempt at resolving the issue resulted in the same excuse, with another time frame provided of 2pm. We have been with this company only a few months and this is the second time they demonstrate lack of ability of resources to consistently provide a service advertised to consumers. Advertising should accurately reflect the service (or lack of) and "limited customer service" for consumers to make an informed decision.

6-1-18
Went online and ordered the Pre Pay Plan for $ 45/ month from Centurylink, the service is for Internet service only, the earliest install date was 6-14-18, I chose the morning install from 8am-12pm. I paid for the monthly charge, I bought the modem, (one time fee) and paid for the install ($200 +/-) on 6-1-18. The website said that I would receive an Email and or phone about my install, I did receive emails about my upcoming service, but the day of my install, I received no phone calls. Our only choice for internet service in our area is *** or Centurylink, I currently have ***, but decided to switch to Centurylink.
6-14-18
10:30 am, I called the help line for Centurylink to find out about what time I could expect the technician, after being on the phone for 30 minutes, with the call center person who was in touch with the tech dispatch, I was told that I was not going to be installed on the 14th, after being on the phone for another 30 minutes, they had rescheduled my install for 6-18-18, 1pm -5pm, I was not happy about that but what could I do? When I left my house to go to work, there was a Centurylink Technician, about ½ mile form my house, I stopped to speak with and ask him if he had a ticket to install my address, he said no, that the tickets he had for installs to do today were 40 miles from where we were, really?? Why are you here? He said he was trouble shooting lines??? Now keep in mind, Centurylink has had 2 weeks to get me on the schedule, 2 weeks.
6-15-18
At about 3pm I received a recorded phone call from Centurylink letting me know my install for 6-18-18, was now rescheduled for 6-28-18. I felt this was unacceptable, so I called Centurylink’s help center, after 45 minutes and speaking with a supervisor, I was told there was nothing that could be done and I would just have to wait until 6-28-18 for my internet service to be installed. After thinking about it some more I called the help center again and ask to speak the dispatch supervisor, they would not let me do that, but I was still on the phone with them for 45 minutes, my install is still scheduled for 6-28-18, which is still not acceptable. Each time I was on the phone with the help center, 7-10-18 and 7-16-18 dates were mentioned, the first person I spoke with did not understand why those dates were on the schedule for me, the second person I spoke said those dates were install dates set up in the computer and would probably be my actual install date.
Really???? How can an internet service provider push off a service for 28 to 45 days to get installed? I think Centurylink should be at my house on Monday the 18th, to the job that I have already paid for. How can any company be allowed to treat their customers like this with no repercussions?

Centurylink assured me my DSL internet service would be installed on June 15th, 2018 at my newly purchased property. On 6/15/18 I spent over an hour on the phone with a lead/supervisor rep who confirmed there was an error on Centurylink's part and they would not provide installation of service until 6/21/18.

I stated that was unacceptable and asked to have the call escalated immediately. I wanted an explanation why this error occurred. I also feel that the company should have taken immediate steps to address this and expedite connection that day or the next. The agent refused to escalate my call. I requested that someone call me back and was given assurances that someone would call within 24-48 hours. I have not received a call and do not have confidence this company will follow up. I also feel that they gave. em assurances prior to this event that my service would be correctly hooked up as this is the third time since 6/4/18 I have had issues.

I am paying for a 40G internet service and have never received that speed. I have to call approx. every two weeks due to service dropping. I have set up a tech to come to my residents many times with no real solution. I again have them set up a appointment to have a tech come out to repair and I have to set it up for between 1pm and 5pm I get off work at 3pm so I have to take off work to make it. Today was my appointment and I got no notification that they were not coming out and had not repaired my service. I called and was told that they would not make it out today and it would be the following morning when they will be here. I asked for a supervisor and they told me that they have to set up a different day which is now June 25th between 1pm and 5pm again. This is a breach of contract due to the company not suppling service at the rate that I am paying for. I have been very respectful and Very patient. I have set my phone up to receive texts from them as to the where abouts of the technicians yet got no information about the cancellation today. I have received some credits for the conflict from centurylink but have not received a solution.

I have been disputing the amount owed on my bill since December 2016. I called into their costumer service department, billing department, esclitation department SEVERAL times. Each time I was met with a representative passing me off to another associate only to then be hung up on or disconnected. NOT ONCE has anyone called back after hanging up on me. I have to call back and start the entire process over and over again. Each time I spent 3-6 HOURS at a time trying to find someone to resolve the issue.

When I signed up for their service , I was told I would be receiving a “bundle package” for internet and cable. Those services should have been billed on one single bill. Instead I was being billed separately by Direct TV and Century Link. I called this error to the attention of Century Link and said I would love to pay my bill but for the correct amount. They refused to correct their action. I was still being billed separately. After months of trying to get a resolution, I finally said to cancel everything. This was in February of 2017. Since then, I have tried over and over and over to resolve this issue.

I owe the bundled amount THEIR sales associates quoted me on ($61.95) for the 4 months before I cancelled. That total comes to $247.80. Instead they are charging me $650 AND sent it to collections.

When this process all started I provided their customer service reps with the date and time of the initial sales call. They have it on a recorded call the correct amount I should have been billed. I refused to pay until they adjusted my bill.

This is the most unethical and unprofessional organization I have ever dealt with in my life! They are taking advantge of people and that behavior is deplorable. Even as I write this complaint, I have been on hold for 57 min waiting for someone in billing to answer my call. The woman who passed me off this time said to ask for the escalation department. Round and round it goes with this company. If someone even answers my call I will be transferred AGAIN.

I have been trying to call CenturyLink since February to disconnect my services. Due to the company restrictions on disconnection I have to call Monday to Friday from 8am to 5 pm and unable to disconnect via my online account without speaking to an account representative I have not been able to close my account until I took a day off. I was transferred to 6 or7 people, in which I was able to finally close my account, but would not lower the amount owed stating they could not help me or even look into the last time the modem was used. The company was very hard to speak to, and was belligerent to my complaint. After starting this complaint the agreed to reduce my bill by only $37.00 of the $290 bill. I agree to pay the amount owed to the end of February 2018 but not past that point

CenturyLink's bill has gotten to expensive for my budget. I recently switched all services (voice, internet, television) to ***. *** has installed its service in my home and switched my telephone number from CenturyLink to them. For the past two days I have been trying to disconnect and cancel my CenturyLink service, in yet they refuse to cancel it and keep trying to put me through their winback department, when I keep telling them I have had *** installed already but they are still reluctant to cancel their service. Another point I wish to make is the reason why I had left CenturyLink in the first place, CenturyLink time and time again has said that they would lower my price to an affordable rate but never were beholdent to that promise over the past two years. But most recently my bill for CenturyLink jumped from $172.55 to an astonishing $234.80, a $62 jump which is no longer able to fit within reason of my budget. I became fed up with this month to month price hike and decided to switch to ***.

Approximately 3 weeks ago I contacted Century Link to renew my internet service agreement for another 12 months, current agreement ends on July 1, 2018. Century Link customer service group provided me with a very favorable terms and conditions for continuing my internet service. After listening to rep explain all conditions to me I accepted their offer and now I have an agreement that does not expire unless I change conditions of service. I asked for a hard paper copy of this agreement and was told that it would accompany my next service bill. Bill arrived yesterday (June 14, 2018 without the promised hard paper copy of promised agreement, Century Link personnel had informed me it is about 3 pages in length. As of this date I have not received this promised copy of service agreement. So where is my hard copy? I did receive an attachment as an e mail from Century Link a few days following my phone conversation with Century Link. I attempted to download this apparent zip file without success getting only a blank page.

1). I contacted CenturyLink to inquire how to upgrade the speed and performance of my Internet. They recommended upgrading to High-Speed Internet (80Mbps/10Mbps). After purchasing a new modem, paying a $60 "Standard Technician Install", I was upgraded, but the connection did not work correctly and it was required to have a Broadband Technician come out to fix the problem two different times. The service person said fiber optic was available in my area and initiated the order with CenturyLink for the install. (Referrral # ***). I spoke to a customer service representative ~April 10th to schedule the upgrade and specifically requested a call back from supervisor to waive the 2nd installation fee. There was no call back. The record also shows that no one from CenturyLink called me back. Today (June 15), I called CenturyLink to again request that the install fee be waived, and spent 1.5 HOURS on the phone to resolve the issue. The first customer service agent found the record from my call in April via the Referral #***. After being transferred to a supervisor, and politely insisting that she find a resolution to waive the fee, she finally transferred me to billing. This person could not find a record of my April call in the system, nor a previous quote for the price, so could not charge me the price quoted which was ~$50/month.

2). in order to upgrade to high speed fiber optic, I was told that a "credit check" was necessary and could not proceed with installation until I agreed. Why is a credit check necessary when I have paid my account on time and automatic payment is already setup? The amount of the upgrade is no greater than the amount I have paid prior to February 2018.

3). in order to upgrade to high speed fiber optic, I was required to pay a separate $75 deposit. Again, why is this necessary when I have paid my account on time and automatic payment is setup? The amount of the upgrade is no greater than the amount I have paid prior to February 2018.

4). your customer service agents are trained to say, "the system does not allow me to do that", rather than to solve problems for customers. This is very poor customer service. Your policies regarding credit checks and fees is illogical.

My internet service is and has been less than 10% of the advertised speed. When signing up for the service I was required to sign a two year service contract. Not only that but I was also required to pay more for an inferior service due to my location. CenturyLink refuses to acknowledge the breach of contract and both refuses to serve me with our contractually agreed service speed, and will not terminate the service without charging me a hefry disconnect fee, essentially holding my credit rating hostage.

I wouldn't be here filing a complaint if thier tech support and supervisors hadn't blown me off, and if CenturyLink would simply provide internet at the speeds agreed upon.

While waiting for my two year contract to be finished, I moved to an area with free Internet. Yeah Google! I had to change my address for billing purposes which I later found out restarted my two year contract. When I called they said they put a note on my account and that I could call on my original two years was up and they would be no cancellation charge. I think they told me this is just so I'd stop bothering them. I called when my original contract was up and canceled. I confirmed there would be no charge. I week later I got an email with a $170 cancellation bill. I called again and surprise there are no notes and nothing they could do. When I changed my address my two year contract started over . I didn't sign anything agreeing to this I'm not sure how they get away with this. I was a customer for over eight years. When I moved again I would've signed up with them but not now.

I had services with CenturyLink January 27, 2014 though February 9, 2016, two years later I am informed that they have given me a misc $603 stating I didn’t complete my two year agreement. Originally my account number *** in my husband name, I suspended the service for one month March 2, 2015 to April 4, 2015; at which time I was given a new account number *** in my name, I then spoke with a supervisor who assured me it was the same service my contact would not start over they just didn’t continue the other account in his name because it should have originally been in my name because I set up the account. At the time of the conversation the current amount owing on the old account 220-655-067 was $21.60 which was transferred to the new account and paid. I was given an extra month on my two year contract because of my suspension month that moved my service from Jan 2014- Jan 2016, to February 2016. I phoned CenturyLink February 9, 2016 and disconnected my services for good. Paid my last bill, they applied my $30 deposit and I hadn’t received any other communication from them until 2 years later hearing they sent a $603.78 bill to a collection agency called Agni, when contacted I was informed and told it was an early cancellation fee. After providing the above information the agency entered a dispute of the charges and advised me to call CenturyLink at 877-837-5738 I spoke with a lady named Abby customer #***; who stated there was nothing that could be done for me she absolutely refused to connect me to a surpervisor. I ended that call and phoned CenturyLink two more times before finally getting the surpervisor one duty Alex ( we had a serious communication issue) she informed me that she could not see why I had any charges there was nothing showing any reason for a $603.78 charge she would need to ask someone else, she said they would need 5 to 7 business days to respond she thanked me for calling and hung up.
I would like this misc charge to be removed immediately from my credit as I have completed all business dealings with CenturyLink and will never use their services again. These charges are bogus and there should be a repercussion for businesses that mess up people’s credit like this.

A Century Link employee made a mistake in the past, I moved from one address to another, and that person continued billing the old account when I moved to a new address and also started a new account at the new address. I received a notice from a collections agency, so naturally when it was brought to my attention I called immediately, and the Century Link employee I spoke to ensured me the problem would be resolved way back then. I've moved multiple times since then, and to this day I am still getting notices from different collections agencies trying to still collect the money.I've contacted Century Link multiple times to give them a chance to try and resolve this, to no avail. I've spent hours of my time. Dec 2017 I talked to a supervisor named Steve to assured me this would be the very last time I would have to deal with the issue. Promised me a credit for all my inconvenience and for all the trouble this had caused me, all the time I've had to spend to resolve the problem, for how long I've been a customer and stayed a customer after the experience, etc.; and that he would get everything cleared up on his end. Also, he explained that he would contact the financial services department via email, and have them update their records and contact the collection agency. He gave me a confirmation # ***. And told me my that balance had been zero'd out as of that day. I'm sure Century Link's calls are recording for quality purposes, right? I called today, June 14, 2018 again, and once more spent an hour of my time on the phone for I've received yet another notice from ERC collections agency, requesting $246.26. I did contact them and that is currently in dispute status, however, when I called Century Link today my results were not what I expected. Rather than willing to correct what is now there second mistake, they want me to pay them to clear this matter up. Please help!