Lumen Technologies

We had service with CenturyLink while living in an apartment in Tallahassee, FL beginning in August 2016. Service was cancelled after moving out of the apartment complex into a house and internet services were moved over to *** as of December 27,2017. All equipment was returned to the physical location in Tallahassee and services were supposedly cancelled and automatic bill pay was stopped.

No additional correspondence was had with the company until they sent an email to me on May 31, 2018 stating that the account was past due $437.33. The issue was brought up to CenturyLink right away, and a store associate investigated the cancellation and found where we cancelled on the 27th of December. A resolution of the billing error was supposed to be taken care of within the next business day. It has since been two weeks and no resolution.

We've contacted the store manager who has no record of what the charges are for, but says it's "probably cancellation fees" which were never discussed at the time of cancellation, never attempted to be collected on, and no record of a contract that we can find. After what would have been a significant price increase after the promotional period we were definitely not extending any agreement or service with CenturyLink. There were also multiple billing errors and disputes during our time with the company.

I have had price gouging,been lied too, manipulated, cheated had the pricing changed repeatedly for no rational reason on my bills for my Internet and TV services from Centurylink Prism (EMBARQ Florida, Inc. DBA Centurylink) regarding my Prism TV services. They play a game where you have the call every year when your “discounts expire” in your fees basically almost double or triple, then they claim they are going to give you a lower price for a year then that you will have to call back and do it all over again next year after the billing dept. reassuring me that I’m never under any contract or obligation of any kind. Then when I tried to cancel my Prism TV services in April 2018 the billing department stated that I had to call the retention department in order to cancel my services (the people working there were the absolute rudest meanest people I have ever dealt with), then the retention department tells me that I mysteriously have a “one year contract” with them until November 2019 (which is 100% NOT true I never agreed to any such contract) they desperately try to get me to stay by a more offering “better deals” and then when I politely decline they threaten me that if I cancel I’ll be charged a fee of $285 or the remaining months for the service, again some mysterious contractor I definitely never agreed to. I contacted the billing department who then told me they removed any “contract” that I was no obligation or contract whatsoever and that they were sorry and not to worry about it anymore and gave me a another confirmation number conf. no. 149746472, then I called again in June on the 14th because I had received an email saying my monthly fees/charges went up again and almost doubled, again the retention department claims stated I had contract since November 2017 (which again I never agreed to) they again desperately try to keep me by me by offering to lower the pricing and then again threatening to fine me if I decide to cancel and basically refused to cancel my TV services. Its like the two departments are playing “good cop bad cop or something”? I then call the billing department again on 6/14/18 and spoke with two very nice young ladies Tashina, and Nikia who told me she (Tashina) that yes they saw I was under a contract (again that I never agreed too) but they assured me she had removed the contract on my account and I was now under no contract or obligation associated with my account and that I could cancel my TV services or my Internet at any time without being charged any cancellation charges or fees as I was under no obligation contract at all, they gave me another confirmation number conf. no. ***. I have filed a complaint with the Florida Attorney General’s office as well, these shady practices and illegal manipulation of clients and consumers needs to stop.

Centurylink was unable to set up my service at my new home due to lack of ports. They still failed to cancel my account after numerous calls. I moved and CenturyLink could not finish installing my service at my new address due to lack of ports. I have called and spoken with several different departments to cancel. Even the technician cancelled for me as he could not complete set-up. I was told as this occured my contract ended and from my old address of ***. I spend several hours a week on the phone with various departments in Centurylink and I am told everytime my account was closed or on hold or the transfer cancelled and put on hold. I have sent numerous emails to Centurylink and as they are still billing me. I was told my account would be credited as my account is cancelled. The email responses from Centurylink state they can't help me and refuse to remove my bank details as my account still shows active. I have had to dispute this with my bank. As Centurylink can't provide me service, I am now an *** customer for internet. I refuse to allow Centurylink to further harrass me and bill me service they cannot supply. I have exhausted all efforts in calling every week and spending hours on the phone to be told they are cancelling and deactivating my account. This has been going on sinch May 21st, 2018 and today is June 14th, 2018. This needs to be stopped.

I have written 2 times to Century Link to correct the following issues. Once on April 12-2018 and 5-13-2018 because I have not gotten a response from them.

On April the 12, I was told by a Century Link Sales Representative that if I signed up with Century Link (Simple Pay-Prepay plan) that they would not do a credit check (hard inquiry on my account) because I did not want it to affect my credit score that I work very hard for it to stay above 750 points. This person absolutely guaranteed me that they would not check my credit if I would put up a deposit for the simple pay plan. So I put down a deposit and they checked my credit not once-but twice in the same day. I was told that I was on a recorded line. (there should be notes and recordings of the conversation) I was outraged for a couple of reasons…

1st they were dishonest and ran the credit check without my authorization twice. 2nd because it affected my credit score not once, but twice as hard, and 3rd because they made me put a deposit down and ran the credit check any way. If I had known they were going to check my credit, I would not have had to put down the deposit. This is extremely crooked! Dishonest! And Illegal…. I want an answer immediately. I am getting an attorney to see what my options are with this type of illegal activity with people’s credit and not having authorization and taking a deposit…

I was then told by the same sales rep that he would transfer me to their business partner (Dish Network for TV services.) When I was transferred to Dish the same thing happened. I was guaranteed that no one would check my credit. Again, My credit was checked for the 3rd time. This is outrageous! They are business partners and checked my credit 3 times!!!

I have called on several different occasions with no success and talked with several customer service reps and none of them could justify why that person ran my credit without my permission and took my deposit. They customer service people said if they were to run my credit they would never have taken a deposit. Every single customer service rep has apologized stating that it is not right nor legal but not a single person has fixed this issue…

I have worked very hard on my credit for years to keep it at an excellent rating and this is devastating to me!!! Especially since their salesman did NOT HAVE MY CONSENT!! I STATED MULTIPLE TIMES ON THE SUPPOSED RECORDED LINE "YOU DO NOT HAVE MY PERMISSION TO CHECK MY CREDIT" AND, HE GUARANTEED THEY WOULD NOT!!

I have asked multiple times to Please remove the 2 hard inquiries from my credit report immediately and to return my deposit. I would also like to be reimbursed for the deposit that was falsely taken from me because the representative said if you put a deposit down, we will not check your credit…

I cancelled my internet account with Centurylink over a month ago on the phone. The lady I spoke to told me my final bill would $64 and some odd cents. Also stated that I would receive my deposit refund within in 2-4 weeks. I returned the modem several weeks ago and they claim they haven't received it. I spoke to customer service about when I might expect my deposit and now they tell me I am not allowed to receive it because I was late on payments, even though I was caught up except for the final payment and also even though I was told on the phone that there were no problems with my deposit being sent back. Ive been given two different outcomes and all I want is my deposit back. That was my money that was paid to obtain services and I cancelled their services, I am owed my money back!

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.

I live in an area where reliable cellular service is not an option. Despite higher service prices for less service options and features, CenturyLink is supposedly the only phone option in my area. However, my phone is consistently out of service. I have been complaining consistently to CenturyLink since moving here in late 2012. It's not only a communication inconvenience, it's a safety issue. I have older/elderly neighbors beside me and across the street who have the exact same difficulties with the service. We are hostages to CenturyLink who refuses to adequately upgrade equipment so that we have reliable phone service. And when we do complain because we don't get the product we are paying for, they refuse to compensate or reimburse us.

I signed up for CenturyLink to provide internet services at my new home with an activation date of 5/25/18, and pre-paid for said services. On 5/26, I tried turning on my modem to find there was no connection. I called to inquire and was told it required research and a call back. I received a call back later that day and was told that the servers were full in my area and that they were not able to service me at this time, nor could they tell me how long it would be. They advised me to call back on 5/29 after the holiday to cancel. So I did. I was told I'd be issued a refund and was told where to go online to print return labels, however, that link didn't work (received an error message). So they said they'd have them mailed. Never received them, so I called back on 6/7. She suggested she request labels again, so I asked if I could drop the modem off at a CenturyLink store, but she said she advises against it because they have issues with the stores not returning the modems to the warehouse and customers being charged for them anyway. So we just had her request new labels again. Again, never received, so called again on 6/13. Asked immediately to speak with a supervisor, and was disconnected after the account validation process during transfer. Had to call back again. Was told again that they'd resend labels, but said I wasn't going to go through this process all over again to not receive the labels and asked if they could be emailed. I was told no. She suggested I return to a store, but I told her I wasn't going to run the risk of making the drive to the store only for them to not return it to the warehouse and being charged anyway, as the previous agent warned me about. So I again asked to be transferred to a supervisor. I sat on hold for 20 minutes to speak with a supervisor (who told me they are 3rd party vendor, not CenturyLink themselves) who told me he cannot email me the labels or he would lose his job, and that the only solution is to put in yet another request for mailed labels. I told him that is not an acceptable answer and asked that he find another solution to my problem. He put me on hold another 5 minutes while he spoke with his manager, and came back to say that the best they could offer is to ship my labels to a different address. I gave them my work address. He said he would request they send them again and would note my record that we spoke. I told him to also make a note that I'd be filing a Revdex.com complaint.

I have been a Century link customer for many years. For this period of time their service was never good one. During Sundays or Holiday there was no services at all, but my complain is about their advertising practices and mispresentations. In may 2018 I called them regarding establishing so named life time rate in sum of $40.00 for 40 MB. They gave me confirmation # *** and assured me that the next June bill would be $40.00 plus taxes.
The reality was a different. The bill came in sum of $78.99. when I called them ( the loyalty department ) and indicate that they promised to me a different things they didn't listen to me and were trying just justified their action as right ones. The manager name was Mathew. His ID# is ***. He was not really rude, but he was repeating same stuff over and over again just justifying company action. And there were no changes for me from this conversation. It looks that they ( company ) made promise and after that change the rule. That is wrong!

On may 25th I ordered service. The soonest they could come install was June 12. I scheduled and took the day off. They never showed but took my money. I called early enough in the day to see why no one had showed. They told me my order was canceled and that they were not able to come out that day even after finding my order. I told them I needed it set up that day but they said they could not and need to reschedule. Once I escalated the issue they simply said sorry. I asked about getting a refund and cancelling the order and they told me they could get me a refund in 10 days. Poor business practice. I need service and felt forced to stay with them due to not being refunded and able to start service elsewhere.

I am writing in behalf of my mother who is disabled and non english speaking person. Back in May she had an issue with internet service. As an authorized user on her account I called CenturyLink for the resolving slow speed connectivity issue. I was told at that time that they cannot fix it and technician needs to go into her apartment building to check connection. I was advised that if needed technician might need to stop at my mother's apartment to check the problem. I received a call from technician asking if he can come to verify connectivity, which we allowed him. Technician said that he doesn't see any problems, but just in case he will replace the modem and it will not cost us anything.
The may bill from CenturyLink came with $80 repair service. On May 30th I called customer service and spend 2 hours with 6 times transferring me from billing to repair departments, and finally talked to a supervisor who opened an escalation case for the repair department. I was told that in 7 business days I will get a call from the repair department with the explanation of the charge. Now, after 10 business days past and I never got a call back from CenturyLink I called back again, spend another 1 hour on the phone trying to explain the issue, and call was dropped on me even though at the beginning I was asked for the call back number, nobody returned a call. At this point after spending too much time on the phone with customer support to resolve $80 charge, I am writing a complaint and asking for the help to be addressed with CenturyLink. I am requesting from CenturyLink to deduct $80 charge from my mother's account

Company doesn't provide service to the address that I'm moving to but wants to charge me to cancel. I bought a house and didn't know the area doesn't have century link service

Worst run business I've ever dealt with. Had internet service with Century Link as provider in a vacation home in NJ. Service has been "out" since March 1st, 2018. Have tried repeatedly to have it remedied and/or service tech to come. They don't show and just try and keep rescheduling another date. I tried to get a credit for the past 3 months of NO SERVICE. After speaking to FIVE people in different departments, got nowhere. We had been told a credit would be processed for this time period on June 1, 2018. No such credit ever appeared, yet they kept auto billing us our monthly charges. No one I spoke to has any idea how to handle a credit that is due. Still NO service. Cancelled Century Link today. Supposedly.

CenturyLink is the worst internet/phone company. We switched about a year ago and every month I have to call to 1.) have them correct the bill as they overcharge each month 2.) have them dig to find my payment that was taken out of my checking account 3.) the customer service person doesn't follow through and do what they say they will. I truly feel they are scamming people by overcharging them and hoping they won't call in. I am so sorry I switched over to them from ***. EXTREMELY FRUSTRATING!

Century Link offered my high-speed internet at $40 per month. I have the promised rate defined in a chat conversation with a representative from Century Link. When I received my first bill the rate is $55 per month. I was very careful to ask at the time of account creation if there were any additional charges or taxes that would increase the rate from $40 per month to a higher amount and I was assured there were not any additional charges.
Now that I have their service installed, I am unable to cancel without fees.

We have now called CenturyLink twice to come out to install internet service at our house. Both times, on the date of supposed install, the technician has failed to show or even call to say that they aren't coming. Also on both occasions, my husband and I have called multiple times throughout the day to inquire what is going on with the install. For example, today (date of second attempt at install) between the both of us we called five times and it was not until the last call (placed at 4:56pm when install was supposedly to occur between 9am and 1pm) where I found out we hadn't been scheduled a technician due to an outlying issue.

This type of customer service is completely reprehensible. The fact that this has now happened twice is even worse. The first time I called (in April) I was scolded by a customer service representative for not calling earlier, when we had in fact called multiple times throughout the day but apparently no one had even tried to research the problem. One thing they made sure to do on each call was to sell us additional services (TV and phone landline) that we don't require even after stating each time that we were not interested.

This has cost our family work hours that we could have added to our income. This is affecting quality of life. I do not like staying home on my few days off to be waiting for a technician not to show when time could be spent with the family away from the home. This is disheartening and frustrating.

My credit has now unnecessarily been run twice, which damages it overall.

I called on 5/21/2018 and requested that the bundle be taken off of our account because we never agreed to it. Order confirmation number of bundle removal ***. I also agreed on that phone call to keep us in a 2 year contract. Confirmation number ***. I called back a week later to find out that nothing I requested had taken place except that my account was undergoing a change. I was advised by a supervisor to wait until the next billing date to see the changes take place. I received a bill on may 7th that does not indicate that anything has changed and I am being charged a past due amount plus the incorrect monthly charge. Every time I have called I have spend over 1 hour on the phone. Nothing ever get resolved. It has been the worst customer service experience for my business without a doubt.

My name is *** and my dad and I run a business together where we unfortunately have century Iink as our TELEPHONE provider. Today I noticed that internet was being charged on my bill because I couldnt understand why the bill went from $185 a month to $300 a month. turns out century link has been charging us for internet services that we never ordered. We get internet through *** and so I called century link to cancel it and I told them we had never signed up for internet and that I was worried we had been paying for something we dont use and they put me on a twenty minute hold and came back and told me that in 2016 my 82 year old grandfather (who has been retired from our business since about 2008 had called in 2016 and added the internet to our plan?!!! I told them that was 100% false and the associate became very rude and argumentative and when I asked for a manger he scoffed at me and said a smart *** remark and then the manager gets on the phone and pretty much had the same attitude as the rep so I hung up on her since the situation had turned helpless at that point. I am floored to say the least. I then did some research and found out that century link has just gone through a class action law suit for adding services onto customers bills and over charging them and I strongly feel that this is what they are doing to us. PLEASE HELP

Out of nowhere my credit was flagged by a creditor. When I contacted the collection agency I was told this was for a Century Link bill. We have not had Century Link in approximately 4 years at our old house. When I reached out to them directly I was on the phone for over an hour as they struggled to find my account and I was told they were "digging through archives" trying to determine what we were sent to collections for in the first place. Eventually I was told we never paid an outstanding balance but when I said we never got a final bill after cancelling our service that we can recall, I was told "we wouldn't do that" -- referring to sending us a final bill after our equipment was returned and all was settled. Honestly, this was 4 years ago so I have no more paper trail as to what was paid or done at that time. To just get this taken care of after 4 transfers and an hour plus of my time, I paid the claim in full to Century Link, specifically asking them the quickest way to resolve this. The gal told me the fastest way was direct payment and then call the collection agency with the confirmation number. I did exactly as I was advised and paid the $142.78 to Century Link directly and contacted the credit agency and provided them with the confirmation number. They told me that the account was still showing as unpaid and took the confirmation number anyway. I have now gotten hits to my credit report every other day since and that was 7 days ago. When I contacted the collection agency today they stated they have not gotten anything from Century Link and the balance still shows as unpaid. Yet again -- I just called Century Link and was transferred around 4 times stating they could not find my account or record of our payment yet I know it had come out of my bank account. Finally I was told they located it and that the paid account should be reflected at the collection agency within 48-72 hours. I checked my bank account today and the payment posted on 6/5 so this has been far longer that 48-72 hours. Century Link told us there was nothing more they could do and they would send us something in the mail within 10 business days that we could then turn around and send to the collection agency. I asked for a manager or someone higher up to speak with and I was never transferred. I have yet to get anything as requested that showed the details of what we were sent to collections for even after giving them our updated address over a week ago. I was treated rudely and no one seemed to be able to tell me what, why, who and what. Just that we owed money and that was it. I will make sure no one I know EVER uses Century Link because of this experience. If we had paid the 142.78 and the issue had been resolved I would have been frustrated this happened and moved on. However, I have now spent multiple days (for more than an hour each day) talking to incompetent people working for a company that does not appear to care much about providing good customer service.

I signed up for century link and was promised the lifetime rate of 20 dollars a month for unlimited internet. They did not tell me I had to sign up for autopay in order to get that rate. Right away they started charging me more. After many phone calls I was able to correct the issue and finally get the rate of 20 dollars a month. 23.94 after tax. January of 2018 my bill was upped to 48.99 without my knowledge or consent. In March my bill was upped again to 58.99 without my knowledge or consent. I have spent many hours online trying to resolve the issue. I was promised the rate of 23.94 for life. I paid that for at least six months before they started charging me more than double. Now they threaten that I need to pay 300 dollar fee to deactivate my account and won't give me the original promised price.