Lumen Technologies

We have contacted Centurylink multiple times by phone and email. We moved from one office to another in the Colorado Springs area. We were verbally told by each representative we spoke with that no new contract had been created each time we made changes to our account and that no early termination fee would be assessed; however, upon terminating our account, there were additional fees applied in long distance fees on our unlimited long distance account as well as a $99 activation fee upon requesting our account be closed. We escalated this issue and their resolution was that their billing system did not equate things correctly; and in fact, that added an additional charge for an early termination fee of $230.42.

I ordered phone and internet service in Feb 2018. Century link had to lay cable in the ditch and in my yard. Phone service had a bad clicking sound that could not be corrected after several calls so I disconnected my phone and kept internet. Since February I have lost internet st least 10 times. In the past month 4 times and had to wait several days to repair line that is sitting in the ditch and yard. Century Link assured me back in March cable would be buried after first frost. The cable still above ground and in ditch and in farmers fields resulting in several cable cuts. I called in this morning and Century Link told me it would not be repaired until Friday. I spoke with a supervisor of repair and he said he would assure me repair would be done tomorrow. I called to verify at 6PM and was told no notes saying earlier than Friday. This issue is ongoing and is the second complaint I filed with your agency regarding my service with Century Linkà

While conversing with a supervisor in CenturyLink retentions I was spoken over and informed that competitors do not have customer retentions departments. As the woman continued to carry on I tried to speak and could not so I interjected to say “Shut up, shut up. That’s not true I’ve worked for competition retentions before.” The agent informed me then that her intent was to disconnect the call and that I was being abusive, further I would be referred to a special queue of customers who could not call customer service anymore and all my future interactions need to be in writing. A supervisor talking over me, the customer, while being lied to is unacceptable on its own however the words “shut up” are not abusive, especially in the context. Further the main issue of the call was that when I purchased service initially 5 or 6 years ago I was lied to about my price, and every year I’ve had to call, jump through hoops to get promotions to get close to what I was quoted on initial service. Last year I was assured that all I would have to do going forward was call and the same promotions would be applied no questions asked, now I am informed that that is not the case. I was informed that my new price for life is 30$ more than I was initially quoted, and 20$ more than I was quoted last year. Meanwhile CenturyLink has an exclusive deal with my apartment and I cannot go elsewhere if I wish to keep internet access, at this point I'd like to move just to get better internet.

CenturyLink ran up a bill for 6 months of service (the service was so poor in this area I was unable to their internet). I did not receive any notices from them until the 4 months after the service start, that was a late notice email. A few weeks later I received another late notice email and at the end of May I received a late notice stating I owed them over $700. I attempted to contact CenturyLink several times but due to my work schedule it was difficult. I was finally able to speak with customer service two weeks ago. Last week I got my first call from collections attempting to collect $715. CenturyLink should have had attempted contact before April. Most companies contact you within the first week of a payment being past due. I recently had one call me before my first payment was due, just as a friendly reminder. They had my work email (which is where I got the late notices in April and May. They also had my work cell number in which I have on 24 hours a day, 7 days a week. For this they should bear some of the responsibility for this getting so far out of hand. A call after the first payment was missed would have ended this just as if I would have only followed up. I work between 50-70 hours a week, so unless I get a reminder in email or an actual bill in the mail I don’t think about it. Luckily most people I deal with are more interested in getting paid than running up an outrages bill. I actually had one of the customer agents I spoke to last week tell me that they left it on that long because my credit score. That is behavior that should not be tolerated by any service type company.

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.

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?

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.

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.

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.

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?

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.

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.

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.

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 ***.

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

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 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.

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.

Complaint taken over the phone:

CenturyLink did not show up for 4 different scheduled installation dates and did not install line until the 5th scheduled date. I was told it would be a fiber optic line, and instead they tried to install a copper line. I was told the installation and modem charges would be free, however I am getting charged for both.
I called CenturyLink 2 months ago because I was getting a ton of solicitors on my landline and couldn't block them. I asked to terminate my landline because of this.
I then called CenturyLink today because I am not receiving paper bills like I am supposed to. I was told there is still a landline on my account that I'm being charged for, however, when I plug in my phone there is no connection. I do not want to pay for a landline that I cancelled and do not have a connection for. Also, my bill was quoted at $40/month for life, and yet the bill I received is over $300.
Every time I call CenturyLink I am passed around and put on hold and no one has helped me. I am tired of spending hours and hours on the phone.