Lumen Technologies

Based on my experience, CenturyLink is definitely in violation of the agreement made with the Alabama Attorney General's office. In the past year, I have experienced bills regarding my Internet service for periods where I was not even being served by them and bills SUBSTANTIALLY higher than what I was quoted. Since they offer phone service in many areas, I do not understand why the FAA does not take action against them.

For the fourth time in the past year I sat around and burned 4 hours of my day waiting for a Centurylink tech who never showed up. I don't understand how a communications company can have such poor internal communication. When I called them they had no record of a tech being scheduled today even though last week they told me I would have to be home today. They say they record calls for quality assurance; maybe they should check those and see what their reps are telling customers.

Had a problem with Checking account information saved to my centurylink account online for bill payments, tried to make a payment only to have it returned by bank saying account does not exist. I had been using the stored payment information for over a year to pay my bills and never had a problem until now. This happened twice causing centurylink to place a hold on my account so I could not make payment using my checking account as is their policy for two payment returns. I called centurylink after the first one and the customer service agent could not tell me why it was returned so I went on line and tried to make another payment only to have it returned by the bank again, this time when I called customer service I was told it was returned both time as account does not exist. I asked the customer service agent if she could see my full account information to which she replied she could not but she said that her supervisor could so she put me on with her supervisor. The supervisor advised me that she could not see the whole account number just the last 4 numbers, she also said that they used to be able to see the entire account number but since all of the data breaches they had changed the system. However she said that she could count the number places and I could count how many numbers there were in my bank account number and if there were more or less we would know what the problem was. Centurylink ended up having an extra number, so the supervisor unlocked the account for me and had me re-enter my account info and make a payment and she advised me that if it cleared everything would be okay but if it didn't the hold would go back on my account. The payment did clear but a few months later I had a payment returned for insufficient funds which was my fault so the hold was placed on my account again. I do not know how my checking account information got changed on the first two as I had been using the same information for over a year. I called centurylink again to see if they could remove the hold again I explained to the customer service agent what had happen the first 2 times and that I had never changed my checking account information and that I did not think the hold was justified. She responded by telling me that after the first 2 items were returned the hold was removed as a courtesy and when the 3rd item was returned the hold was put back on and would remain for a year and there was nothing I could do to get it removed. This agent treated me as though the whole thing were my fault and became very forward with me in reiterating that the hold would remain for 1 year. So after I hung up the phone I searched for Centurylink consumer affairs online to see if they could investigate the issue and see were the problem occurred. When they did get back to me they explained it the same way that the customer service agent had, after a little back and forth emailing they quit responding so I put in another online complaint and explained it in a different way and was given yet again the same answer, again after some back and forth they quit responding to my emails. So I then put in a third request to Centurylinks consumer affairs and explained in a very detailed way what had happened and what I wanted them to do to gain my satisfaction. I received and email saying they would look into the issue and would respond back that was over 2 months ago and I have not heard anything yet. The hold is due to be removed on the 24th of July.

we ordered service with century link in February of 2018. we were lied to about the services that we wanted that century link told us we could have. after starting our contract with century link we were informed that no we could not bring our current phone number to century link. which keeping our number was the whole reason we switched to century link. on top of that, after our service was installed, our phone wires were left laying across our parking lot. I have contacted century link multiple times and have been given multiple dates that the problem would be resolved. it still has not been fixed. our phone lines are being driven over multiple times a day by trucks and trailers. we are a new small business and if we lose our phones we lose business. century link does not care. I personally spoke with the guys who installed our service last week. the guy asked me as soon as I walked up if anyone had ever come out to bury the lines. he laughed and said he would try to get something done. it still hasn't been fixed

VDOT was working on the road today and cut through my phone line. I called CenturyLink after VDOT had completed their work to open a ticket to repair the line. After 40 minutes with three different people and being put on hold with each one the last person disconnected me. All three have both the home number and cell number and nobody called me back. Each asked for a password that my father had setup. I don't know what it is and my father passed away two years ago this past February. All I'm trying to do is open a ticket so CenturyLink can send a tech out to splice the cable and they refuse to open a call without a security code. It doesn't make sense to have to have a password to get a cable fixed.

Please forward this to CenturyLink and see if management can mange to get through their own beaurocracy to get my phone line repaired.

Upon installation I ordered one modem. I received two in the mail. I called Century Link and was informed they would send me a return label in 7-10 business days. Over the weekend I saw my pending bill included the charge for two modems. ($100 Each) I called Century Link to ask why I was being charged for an item I did not order. I was informed until the item was returned the charge would remain. I was informed I could print off a return label on line for faster service. I tried that address and received an error message that service was no longer available. I call Century Link again and asked for the return address to return it at my expense and was informed they did not give out that information. After I requested a supervisor I was given an address of 3500 B Sumner Way, New Century, Kansas, 66031. I went to the Postal Service and was informed that was an invalid address. My perusal of internet reviews revealed this is not an isolated event concerning returns to Century Link. I did as requested before I initiated this complaint and contacted Century Link again and even though the number was different it was routed to the same calling center. The individual refused to allow me to talk to a supervisor without providing contact information. When I did I was informed I would have to call a different number. My patience has vanished as it would appear Century Link is not interested in resolving complaints.

I called Centurylink to discuss my account with them and they offered to bundle their services with Directv and receive one bill for both services. The price for both services was agreed over the phone and that price was $95 including tax. The bill I received from Centurylink was well above that price and this issue has been going on since November of 2017. I have called at least 5-6 times and I just get the round around. I've spoken with the regular agents, their escalation department, and superviors but can't get any resolution. The two times I called they were supposed to listen to the original call from November 2017 and I can't get an answer if they actually have listened to the call. The regular agents did state there are comments in the account regarding a price of $95 plus tax for both services which I would be willing to pay but they won't adjust the bill or the account. Today I called and was hold while Centurylink was reviewing my account and without notice I was transferred to Directv and they advised I have to speak with Centurylink. I don't know what else to do since I can't get any information from Centurylink regarding adjusting the bill. It seems they are not taking responsibility for what their agent offered and I want agreed to over the phone, they keep deflecting the problem to Directv but it was Centurylink that quoted me the price and initiated the Directv account. I have been paying $109 a month to Centurylink to show good faith and demonstrate I am nit trying to get free services but at this time I am truly disappointed with their customer service and I just wish I never agreed to the bundle. Before the bundle I did not have any complaint with their servies but now it is a complete 180. All I am looking for is to have the bundle at the price that was quoted to me over the phone or if at all possible cancel the bundle entirely. I can't cancel the bundle myself because Directv will want to charge a cancellation fee. Today I called Centurylink and was transferred to the escalation department and spoke with Natalie and she advised me Century will not modify a price that was misquoted by one of their agents and I could continue paying for their services or cancel and they will nit help me correct the issue with Directv. If you can please help me get the price I was quoted by Centurylink fir the bundle service of $95 it would be amazing, thank you

Century Link is billing me for service and I equipment I never turned on or used. I never switched to them and can prove that I have had consistent service from
Optimum. I explained this to them countless times and now I am received a letter from a collection agency. I never used their service - not one day and I never used their modem. They sent me a box and I didn’t even open. It. I sent t it right back. They need to figure this out and leave me alone. I don’t want my credit ruined because they lack customer service and organization

Century link is the most incompetent internet service provider available today. They have scheduled 2 separate appointments with me and never showed up to either one. I call customer service and they tell me that no one is scheduled. They do not answer there phones and you wait for well over an hour to speak to anyone. WORST EVER!!

For nearly one month now, we've had spotty internet. We get full speed for a few hours, then wr get absolute zero for days. I've purchased new centurylink products at their request, modems, and scheduled technician visits to no avail. The last tech to come to our house didn't let us know *** had even been here. I contacted century link about this phantom tech. They advised the tech found and fixed my issue; however, my internet remains just as bad as ir was before. We've since been in contact with century link nearly every day since. Often, they say nothing is wrong. Other times they say we need another technician to come fix an unknown issue, despite one having just been here. These technicians never show. We're now told, yet again, to wait for a technician to arrive in three days time. In the meantime, they've completely shut off our internet access. There's not even a trickle. We contacted twitter support for more info and wr were told there's no other option than to wait. As decade-plus customers of this service, we're appalled by their lack of recent service and support.

Since Centurylink has taken over the phone system our service has degraded. We are unable to receive nor make calls on the line.We have complained several times and they send a tech out to check the lines .They can never find the problem.We have called so much that now they won't send anyone.Right now I can't get or make a call. The bill is always paid on time. My wife is disabled and I am an disabled Vietnam Vet. We need help with this problem.Please.

I have tried 3 times to get my service. After sitting on the phone multiple times for over 1 hour on every call... I can’t believe they can stay in business with such Poor Service

We have had internet/phone service interruption or quality issues since last September. And yet, they still take their money every month. We live in the mountains and it is the only provider available at this time. Customer service representatives are kind and understanding, out of all the technicians we've worked with only one treated us like we mattered. Still having trouble. Crossing our fingers that someone else comes to our community and we can cancel the big C.

Approximately 14 days ago I contacted CenturyLink as my promotional rate was ending. I was offered a plan that was unlimited for life for $9 less per month after being transferred to the customer loyalty department. Today I received a notice stating my new plan was more than $10 additional dollar per month. This is different from what was offered on the phone two weeks ago. I have also called three times over two years to receive a bundle discount with ***. Each time I am told it is still pending, and last call I was told they have never seen this error before and there was nothing they could do. I was also transferred three times during that 50 minute phone call. I cannot receive a discount that is openly advertised by Centurylink, and my agreement two weeks ago was a clear bait and switch that went from $9 less per month to more than $10 additional that represents over $200 per year in additional charges. I have sent in two requests for a call from customer service and have never been contacted in return.

We made agreement with CenturyLink on their small business basic bundle on Feb. 16
Dec.16 we noticed that they were charged us more than we agreed (more or less $10/month).
Contacted CenturyLink (by phone and took hours and hours ), Warned them than they reduced the monthly amount but refused to pay back over charges.
They billed reduced / actual amount 2 months only and on Feb.18 they send $ 10.99 balance bill and over charged began.
We send email on 04.24.18 and warned them for over charged, they replied 04.25.18 that it can be discussed by phone only.
on 04.26 we send another email explaining that we don't have time to discuss the issue by phone and ask their reply by email,
no response we warned them again by email on 05.07.18 but still nothing received.
All over charges has been paid by us carelessly, trusting the company but they don't care for customers complains and assume they don' want to give written evidence to their customers as well.
(Now we are thinking to switch another co.)
Ps. last 2 bills were $ 155

regards

My original date for installation was May 29, that appointment was cancelled and I never received a call or email or any sort of notification so I had someone waiting at my house for over 5 hours while no one showed up. I called that night and they shipped me a self installation box so that I would not have to be there when the technician came out the activation letter stated it would be hooked up on may 30 that appointment was cancelled and again I was never told about it. It was rescheduled to June 1, which again was cancelled and never told about. Then it was rescheduled to June 7 and that appointment no one ever showed up to. I have called customer service and spoken to a supervisor who told me there was nothing they could do so I escalated it again and was told a higher manager would call me between 24-48 hours, that was over a week ago. I work from home and rely on internet, this is now putting me out of work for over a month since they are telling me there is no possible way to get me in before June 22.

Our organization tried to set up VoIP with CenturyLink last spring. After several visits by techs, the service was never made to work for us, so I contacted our customer service rep and returned all of the equipment they had installed, per their instructions in December 2017. In January, we started getting invoiced for the VoIP service. We get our regular phone and internet through CenturyLink, at the same location, and we are invoiced for that as well. The customer service reps claim that service was, in fact, set up, and that we are receiving it. We do pay for the service that we receive (regular landline and internet).

The process to initiate and track this service was made even more difficult by the number of contractors (more than 10) I was referred to, the complete lack of communication between internal employees, constant use of ridiculously technical jargon, and the lack of follow up of any kind. The invoice itself is accessed through a byzantine website for which a special login has to be created, and displays no actual usage.

Thank you for reporting this problem.

The letter outlined below was sent to Centurylink Billing on 5/10/2018.
--------------------------------------------------------------------------------...⇄ /> 5/10/18
To: CenturtyLink Billing

On 5-9-2017, I signed up for century link home internet service for $21.94/month for one year (Account # XXX *** XXX)
Here is example monthly bill that was paid in October 2017.
10/20/2017 $21.94 $21.94 $0.00 XXXXXXX Checking*** AutoPay

In November my bill was raised to $40.27 (see below).
11/20/2017 $40.27 $40.27 $0.00 XXXXXXX Checking*** AutoPay

I called CenturyLink November 27, 2017 and was told that I had been switched to receive paper billing. There is no basis for this. I did not request to receive paper billing or change my 1 year service agreement in any way. I received back credit on my bill and was told that my bill would go back to $21.94/month and that the paper billing would stop.

It did not. In January my bill went to $31.94/month and continued this way till I called April 27, 2018 and requested to cancel my century link home internet service cancel date 5-9-2018 one year after signing up. I was told that last portion of my bill would be prorated for the month of May.

I received the Century link bill May 6, 2018 for the period May 02 to Jun 02 2018 for the amount of $48.64. It was not prorated as I was told it would be on April 27 2018. I logged on May 7, 2018 and saw my account has been closed.

Century link has over charged my account by (31.94 - 21.94) 5 months = $50.00

I expect to be repaid for this amount.

Also Century link did not prorated my last bill which should be between May 2 to the May 6 (4days/31day) 31.94 = $4.12 for the month.

Enclosed is a check for prorated last month.
Signed ***
P.S. Do not attempt to withdraw any more money from my checking account ***
--------------------------------------------------------------------------------...⇄ /> My service was terminated on May 6, 2018.
Centurylink cashed the $4.12 check enclosed in the letter above on 5/16/2018.
Centurylink sent me a May 21 2018 bill that says I have a credit of $ -42.52 bill and they said they would send me a check for $42.52 with in 7 days.
Even though the 5/10/18 letter requests not to take any more money out of my checking account, Century link tried to withdraw $44.52 out of my checking (where they were blocked out).
Centurylink sent me a May 23, 2018 bill for 44.52 +$25 = $69.52 The 25$ is listed as a returned check charge (I did not send them a check) and told Centurylink not to withdraw any do money from checking.
I received a check today from Centurylink for 44.52 the same amount they tried to with draw out of checking.
I receive another 5/25/2018 bill indicating that if the $69.52 amount is not paid they may turn this issue over to a collection agency.

CenturyLink has over billed me numerous times in the last year (10$ a month for 5 months) and the last time not prorating my bill for the four days of use as they said they would over the phone. Instead tried to charge me $48.64 for four days of use.

Centurylink sent me a $42.52 check while trying to withdraw a simular amount out of checking and when they could not, charge my account 25$.

I do not think that I owe them any more money and am very unhappy with their monthly overcharging practices.

6/7/2018

Towards the end of March 2018, we placed a call with both Century link and Direct TV to cancel services due to constant issues with their billing. We were told we would have to wait 2-5 business days for the number to be ported over to the new account and to call back to cancel the service. We called back April 2nd to cancel the service since our new service was being installed on April 3rd. The service was supposed to be shut off on April 3rd per our request. CenturyLink sent a close out bill on April 6th pro rating the bill to reflect the shut off date of April 3rd. Then another revised bill was sent from CenturyLink on April 28th showing an additional 1.37 was owed for the period of March 20-April 19th. At the same time of the first close out bill from 4/6/18 Direct TV sent their own close out bill for what was owed to them for the pro-rated dates. This bill showed instead of the 199.61 that was originally billed we only owed 50.42 which was paid directly to Direct TV per their request on 5/7/18. To date we have placed several calls to both DIRECTV and CenturyLink to clear up the final amount still being charged from CenturyLink in the amount of 197.98. This amount was paid from CenturyLink to Direct TV in advance but still has not been paid back to CenturyLink which has caused the collections department to make harassing phone calls trying to collect on a debt that was already pro-rated per the correct dates and paid in full. I was told by CenturyLink in one of these phone calls that it was my responsibility to pay the bill anyways since CenturyLink had already paid it to Direct TV on my behalf. I have tried unsuccessfully several times to get the two companies to talk to resolve this billing miscommunication with no luck. I am constantly told to call both billing departments to clear this issue up and that the two companies cannot talk to each other. This is an internal billing issue that needs to be taken care of amongst the two companies. I have already paid my final balance in full. At this point Direct TV owes a payment back to CenturyLink for what was paid out on behalf of me prior to the pro-rated bill being sent.

For approximately 2 years, Century Link has been contacting me about a bill for not returning equipment. I have repeatedly proven to them that I did return the equipment by providing them with a photo of the mailing label when I sent the package in. I took the picture because my experience with Century Link as a customer was so abysmal that I assumed I might have trouble with closing out the account. I have been told multiple times that the situation was resolved, but I continue to get calls from credit collection agencies. My last encounter with Century Link directly was 5/18/18, and I was told that the situation was resolved, that it was a mistake on their part because somehow there were multiple account numbers, and I was given a reference number of ***. I was contacted again today, 6/7, at work, by another collection agency called EOSCCA. The person who called me was named Sylvia.