Lumen Technologies

I called in early May (5/10/18) to cancel my CL service for 5/17/18. I spoke to Jjay (id # ***) and she confirmed she was cancelling my service with order # ***. She stated I would receive an email letting me know how to return equipment etc. When I did not receive any information, I chatted with someone on 5/17 who informed me the order for cancellation was not completed and I would have to speak with that department. I then called the department and spoke to a woman who informed me that Jjay had not cancelled our service. In an effort to keep us, she offered me a promotion and said she would back date our cancellation to 5/4/18 due to the error on CL part since the rep failed to submit the order for cancellation. She told me I had until today 5/21 to think about the promotion and decide if we wanted to stay with CL or cancel. She assured me 5 times that the notes were in the system for the back date of 5/4 and I would have no trouble. Today 5/21 I called CL to let them know that I would be cancelling service and I wanted to make sure that our bill was backdated to 5/4. Of course he said he could not do that, notes were not in the system etc. I asked for a supervisor and also to pull the call to listen to it as well as to get the previous rep on the phone, he said he could not provide that info (we all know that is a lie). I want our bill back dated to 5/4 as promised. The reason we are leaving is because CL has failed to bill us correctly after numerous calls, they send people to your house to sell you a bundle where they do not honor the pricing. It is fraudulent business practices.

I moved into this new house and had phone service connected on December 11, 2017. On December 20, 2017 Centurylink buried the phone line from my house to their pedestal at the edge of my property. The technician said that someone would come - a third party contractor - to bury my phone line that is running from my pedestal, across the cul de sac to the Centurylink box three houses away. I have called several times a week since January trying to get this line buried. My first guaranteed date for having the line buried was January 17th. I have an e-mail from Centurylink support dated March 5th saying that someone would call me to tell me which outside contractor would be performing the service, and telling me that this type of service usually takes up to 30 days. From April 9th until now, an acquaintance who works for Centurylink has been telling me that his supervisor would resolve this problem. Nothing. I called Centurylink again on May 18th and again today and was told an e-mail had been sent to the supervisor of the outside contractors.

two different bills with two different amounts due as well as two different due dates listed.. When I called the business to ask them what I should be paying I was told a completely different amount than what was listed on the two bills I received. the CSR in Billing told me my service was NOT interrupted, yet after I paid the bill the service was interrupted and I spent over an hour on the phone with their tech support getting the service started again.

I just want to say how unprofessional CenturyLink is and how they do not care about potential customers. I live in an area where they are the only internet company who services the area. There are certain houses that has CenturyLink on my road they keep telling me that they do not service my area. There box is outside of my house and they are on my road. Their customer service is awful and I wish there was a different fiber optic company in my area.

Monthly billing is routinely messed up. Due to their awful service I stopped calling in and started chatting through their website to keep a record of everything. My bill is supposed to be $29.95/month. I have had to call or message in the last 5 months because I am billed $48.94/month. Every single time they say, "There is nothing in the notes to indicate you are at $29.95 or from the last conversation you are referring to," yet they go ahead and credit my account so it ends up being the $29.95. I finally switched to *** and called to cancel. They again said there is nothing about the notes about why my account was credited and all they can see is that I have credits for an unknown reason on the account. CenturyLink steals boat loads of money from people if they don't have the time or patience to complain because their billing is ALWAYS wrong.

I have used CenturyLink for a number of years. During that time, I had my *** bill bundled with the CenturyLink bill. I had paid my bill to CenturyLink through my bank until April 2018, when for some reason CenturyLink did not include the *** charges on my bill. As a result, in April, I paid my *** bill directly to *** through my bank, and paid CenturyLink the portion of the bill that was due to them, again through my bank.

I recently purchased a new cell phone and during that process, the *** account was unbundled from the CenturyLink account. There was a *** sales representative on the call as witness at the time that I did this, along with the CenturyLink representative. I have also confirmed with *** through chat (with a screen shot of the chat) that the account has in fact been unbundled as of 5/3/18.

I recently cancelled my CenturyLink service. When I cancelled it, I was told I would be getting a refund of at least $137.83. Instead of a refund, I received a huge final bill for $272.54 from CenturyLink for *** charges for February and March, which have already clearly been paid through my bank to CenturyLink. This included a charge of $49.99 for internet services in May, although I cancelled the services on May 3. This incorrect bill was then reduced to $113 after they applied my refund to it, instead of sending me the refund.

I have tried to contact CenturyLInk about this, but every person I made contact with told me that they couldn't do anything about it for a variety of reasons: The system was down, they are not authorized to reverse charges, my account is not unbundled from ***, and so forth. One excuse after another. I wanted to resolve this directly with them, but I don't think it will happen. They are clearly trying to make it difficult for me to resolve this.

Please go somewhere other than here for your service.Had nothing but bad service from this provider ,poor support un trained phone support .More of a sell sell , sell, than a lets give our customers good service business.

I never was told about prorated charges like the way I am being billed.. I was told I was going to be bill $190 after taxes because it is $84 base charge then $70 for extra modem and then taxes and fees which is around $32. I woke up and found out my bill is $245 base plus taxes and fees is $306.42. It doesn't add up and that was not what I was told in regards of what I needed to pay.. I was told about a bandwidth exhaust in the area, it started to get resolved by April 30th, 2018, now it is up to June 06th, 2018. This is the second bandwidth exhaust issue in the area and it keeps affecting the services.. I cannot go to *** because they think it is the house which it is not because my I had a city official tell me it is not. So the only dependable internet I am suppose to have is Century-link.

Dish Network apparently sent a request to CenturyLink signing us up for service at the house we will be buying. We did not authorize this. We called CenturyLink as soon as we received the email from CenturyLink and told them that we were not interested in service, we don’t own the house yet and to cancel the order to go hook service up. They still went over to the property and made a complete mess with cords drapped all over the driveway and on top of the side door handle to the house. I have spoken to numerous people at CenturyLink and even asked for supervisor, who refused to get on phone.

They made me enter an agreement where my price would never change for two years and after two month it already rose 10 dollars. You can already see from my last complaint that was supposedly resolved, that this was the agreement. They do this everytime. I file a complaint everytime and they fix for a few month and then go back to increasing my price steadily. Went from 80 to over 90 dollars. I dropped tons of services to get below eighty, then they raised to eighty and now ninety.

On April 20th, 2018 I called to get internet service provided to the residence I just purchased. I was told someone would be out on May 7th, which a person did show up. I was then told that a bucket truck would have to come out to run a line since its a new residence. No truck ever showed up. However, the ticket was completed on May 10th. I called and was told that they would send someone out today, May 17th. My wife took off work because we were given a time frame of 1pm - 5pm someone would show up. No one ever did. My wife called and customer service advised that once again this ticket was completed, however, when she called the IT department, they advised the ticket is still open but wouldn't send anyone to the residence because it has to be a technician. Not only have I not received ANY service from Century Link, I've been charge for two months of internet even though they know and its noted on my account. Either a technician can come to my home and do they job they are paid to do, or I can hire a lawyer. I will be sure to have a subpoena sent to see who keeps closing the work order tickets out and they will be fired. Century Link can also reimburse me for the 15 hours of lost wages and two months of billing for a service they have yet to provide to me.

I decided to cancel our DSL service with CenturyLink, because they were constantly trying to raise their prices. After cancelling our service, they finally sent a box for us to return our modem that we rented from them. After they received our modem, they illegally drafted our account $105 for the modem. They did not send a bill showing that they were going to charge us for the modem in order for us to dispute it, since they had it already. This was November/December of 2017. I have been trying since then to get my money back. Originally, they were going to cut me a check. When it did not arrive, I called and they said that they had to wait 90 days. I called again at The beginning of May they told me this elaborate story that they actually had released the check in January, and I should have received it. They could see that it was not cashed. They cancelled it and sent another on 5/2/18. That check still has not arrived. I called today, 5/17/18, and the new story is that it actually did not get cut until 5/8/18, arriving in 7-10 business days. I have been trying to get my money back that’s was illegally drafted from my account since November/December of 2017. That is 7 months that they have held my money. I have 2 children in college. We live on a tight budget. They have harmed me and my family by not returning our money in a timely manner. This is the worst company to deal with. They are crooked, and they lie and cheat. I will never do business with them again, and I suggest the same for all consumers. We now use *** for our Internet and cell phones. Companies earn our trust! Your bad business practices will be found out CenturyLink!

Longtime Centurylink customer. My rate increased, and since the SPEED of my internet is NOT consistent or what is advertised I called in to see if I could RETURN to my previous rate because it isn't as promised. Even the technicians will INFORM you that it won't get to the 5mbps, it bounces between high 2 to 3.50. Transferred to loyalty dept. They adjusted by rate, since the service speed is NOT at all reaching 5mbps. Order change on 4/20/18. Have confirmation to prove it. While on the phone with Loyalty, I explained SEVERAL times, my lease on this address ends 5/31/18. I said can I transfer my account/service/bundle (I bundle with phone & internet). I was told call in and they would take care of that. I called in 5/16/18, and was told by the Idaho Falls Store. Tarren (not sure of the spelling) that was incorrect info that I was "grandfathered" and that would go away and that he wasn't going to ARGUE that I was given misinformation, and transferred me to a rep that told me I was considered a new customer and NOTHING I was told in the previous conversation on 4/20/18 was true, or would be honored. He tried to push OTHER products on me, and all I wanted to do was disconnect service at this address and transfer the SAME package to *** which is about 3 blks from here. Because I verified OVER and OVER that was possible on the 4/20/18 rep. Justin in customer service told me they do NOT honor what was grandfathered. NO notes on the account, but for more items or more $$$, they could complete the work order. My desired outcome is to be transferred, at the same rate, with the same bundle to the new address. I am NOT a new customer. I have been with Centurylink in CO (Colorado Springs for years) and in Pocatello for 2 yrs now with them. I just want them to HONOR what I was told, and not have to purchase MORE. When I called in on 4/20/18. I was assured this would NOT be an issue. I feel as if they misrepresented what would take place and even though I presented the scenario several times on the call 4/20/18

I called the Centurylink sales office, and I specifically wanted a 10 meg internet service. The sales rep said that the line for my area will provide up to 12 megs. He quoted a price of $45 per month for the service. I advised him that I have my own modem and I don't want to rent one. Centurylink sent me a modem, which I returned to them the following day. I received and Order Change Confirmation confirming the rate of $45 monthly, "Connection speed up to 10Mbps/1Mbps." When I tested the speed of the connection, it was 4.3 Mbps, not 10 Mbps. The company rep told me that I only purchased a 5 meg connection, and their rule is to provide a speed that is 80 percent of the speed purchased. I read the Order Confirmation to him, which specified a 10 meg speed. I spent 2 1/2 hours on the phone with 6 different so-called technicians, between May 4 and May 17, and today they finally fixed the speed isue. On of the reps told me the problem was in the lines in my house and I had to subscribe to their "At Ease" service; so based of his representation, I subscribed to it. In fact, the issue was with Centurylink's line a mile from my house. Now when I get the bill for services, the charge per month is $55, not $45 as shown on the Order Confirmation. I attempted to contact Billing to cancel the charge for "At Ease" and to correct the monthly rate, but their "virtual Agent does not provide any way to tell them to correct their errors, and there is no option to chat with a person. Centurylink knows that they are hooking the customer to a slower line than the speed the customer is paying for. They also know that the rate agreed upon and confirmed in writing is less than the amount shown on the bill. Bait and switch is a reconnized fraudulent practice. And if they confirm a rate in writing, the overcharge is also a fraud.

I called to drop the internet portion of my bundled services because they were not able to meet the high speed internet needs of my household and I installed cable internet today. When I called they said that I had a 12 month contract that I had to fulfill and had a $200 early termination fee. This contract was apparently a "verbal contract" from when I called and dropped long distance two months ago. I tried to get a transcript of that phone call and they told me to contact corporate and that they nor their supervisor could adjust this fee. I spoke with several representatives and was quickly told to look for unresolved issues on their webpage and transferred to an automated pick list. I tried to get them to wait on the line until I could find that link however they disconnected me and I cannot find that link.

My Centurylink account has the option to change or add services; however for the past year whenever I click on the button to change service I get an error message that says, "We are temporarily experiencing system issues, but we can still help you complete your order. Our Centurylink account experts are happy to assist you." This is a scam! Centurylink has never, and I suspect will never allow a customer to change service without forcing them to call into a customer service rep who then tries to sell you an upgraded package or add on phone or Prism TV.

Centurylink is intentionally making it difficult for their customers to change their service packages online. In fact, I would accuse them of not really having a "live" webpage. I have been receiving this same error message when attempting to change my service online for months. I DO NOT believe their is an actual working page to use. I think this is a sham and Centurylink is intentionally blocking this page from working.

We have been through CenturyLink for years. Our yearly promotion had ended and so we called to negotiate a new deal. I spoke with a customer service agent who offered to upgrade our speed at the life time price of $35 while also letting us know that our current modem would work so we wouldn't be paying a rental fee for a new modem. He said to pay $40 on our current bill land the rest would be taken off until the next month when the prorated price would be reflected on that bill due to our service change. He sent a tech out to upgrade our speed. A tech came and installed a new modem. We asked him why he was doing that since the customer service agent said we wouldn't need one. The tech said he was going to leave this new modem and if we were charged, call in to have it be fixed. We waited for our new bill to come. The new bill came and we were charged for a new modem and charged a late fee for not paying the remainder of the bill that we were told would be taken off. We then called in to costumer service again. The lady credited the late charge but said that our old modem wasn't compatible so we were stuck partying the new rental fee. I asked to speak to her manager and was transferred to a man named Ben. Been told me our modem was actually compatible. He said to plug in our old modem and he would send a shipping label for the new modem to send it back. He said if we had problems, to call in and they would help. We plugged in the new modem for it not to work. We called back in again to have another customer service agent let us know that our modem was actually not compatible and that there was no way around the new modem fee with our current speed. She offered to downgrade our speed but it would still cost the same as our now higher speed. We just wouldn't be paying the new modem fee once they receive the new modem back. She also said our old modem may not work with the old modem so we should check it first before sending it back. We are now stuck with a modem fee that we didn't agree to and a price increase no matter what we do. I feel as though the agents were dishonest many times resulting in a higher price for our service and a few hours on the phone with no resolution for their dishonesty multiple times.

Habitually I am given bills for unknown and absurd service increases without any notice, or information. WHEN I TRY TO CONTACT THEM IT IS EXTREMELY DIFFICULT TO TALK TO ANYONE in order to interpret the charges. This is intentional.

The extreme difficulty in closing my account because I moved outside their service area took up at least an hour of my day!! That's my time, I work as a scientist for the state, I can't recover that time. When the account was supposedly closed, and I was informed I had a zero balance, the call ended and I felt I accomplished what I needed to. Then I received a bill for $136!! I do not want to call them again to dispute this, because I don't feel I should have to. Everything in terms of contacting customer support is designed to discourage the customer from getting heard. The music is loud and obnoxious, you are put on hold for unnecessarily long times,. I dealt with this NUMEROUS times as a customer because of the poor service and was absolutely powerless.

(Over two years ago) Cancelled services when moving from an apartment to a home where century link was not the ideal provider. I paid all fees, the prorated amount for the remainding time of service, and returned the cheap router they provided. A year later I got a bill stating I still owed for services. Called and thought I got the problem resolved with century link, employee stated to disregard the bill. So I did. Next thing I know I’m getting calls from a collection agency for this bill. Called century link again and they stated they were looking into it and would let me know. Still haven’t heard from them (has been over a year) and am still getting calls from collections. They are trying to state that I did not pay for things I have already paid for over 2 years ago...

We currently use Century Link for our internet service. It is one of the most expensive rates for 40Mbps, but the hassle of changing companies every year is tiring. Their customer service is not engaging and they don't even remember your name or account info as they pass you along through their system. When you ask a question about their services, they offer you more services than your initial inquiry...not listening to the customer at all.
As we got down to the rates for service, they will quote you the base rate...$55 for life for 40Mbps. When I ask about that rate being before or after tax, they state it will be $55 for life. When the terms come across, taxes will change the cost of services. This defeats the purpose of a service telling you what you will be all in at a monthly rate. Too many surprises and they will not work with you no matter how long a customer. Make internet a public utility!