Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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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 have received a copy of the Revdex.com complaint filed by Ms. ***, regarding a billing dispute. After investigation of Ms.s account it has been found that we show the notes on the account on 05/18 about the offer that was made to the customer to remain a customer. However the notes do not indicate that we'd back date the billing to the 05/04/18. In a good faith effort we have credited back the charges from May 4th to May 20th that weren't previously credited. The service was disconnected on 05/21/18 which credited from that date until June 3rd previously. CenturyLink will not be able to provide a gift card to the customer as requested. CenturyLink apologizes for the frustration encountered. For further questions or concerns please contact our team at 1-800-244-1111
Sincerely, Mr. C
I canceled service with Direct TV who I had the bundled service through. Century link continued to bill me and sent me to collections for services never canceled. I believe there has been complaints filed for this same thing. When contacting Centurylink, they were of no help. they told me to contact Direct TV. I have printed conversation with Century link.
this was the complaint filed in Arizona
6) Failing to process consumers’ service cancellation requests in a timely manner and billing them for the period of time the service remained connected following the request for cancelation, without providing a credit for this time.
I have reviewed the complaint from *** regarding disputing charges on her closed CenturyLink account. I reviewed the account history showing *** was still using our intent service in Feb. then it was service was shut down for non payment on March 6, 2017. The last payment *** made was Dec 30th which was not in full to cover the past due charges so based on my findings the charges are valid for services used and would need to be paid in full.
Sincerely,
Mr.T
On 5/10/2018, I ordered the gigabit fiber internet and DirecTV service through CenturyLink. I had been given an install date of 5/19/2018. CenturyLink between 8 am and 12:00 pm. DirecTV between 12:00 and 4:00 pm. The CenturyLink technician came out and did a good job of installing everything. However, the DirecTV installer never showed up. I called multiple times to inquire about when the installer would arrive. I was told multiple times to give another hour. The installer never did arrive. I called multiple times on 5/21/2018 to cancel my new service with CenturyLink. I waited on hold for over 2 hours. I was hung up on multiple times. I have been unable to cancel the service. I am very displeased in the fact that I lost a day of wages, to wait around for nothing, in addition, all of the time that I have spent on the phone with no resolution. I can understand why CenturyLink and DirecTV are losing customers to ***. All I wanted was TV and internet setup. I work Monday through Saturday and the only way to get an install date was to take a day off.
I have reviewed the complaint from *** regarding trying to cancel his CenturyLink Service. I have canceled the account order number *** and backdated all charges. I have requested a pre paid return label be sent out for *** to return our modem. *** will need to write the account number *** return number *** on the label. *** should also write down the UPS tracking number from the label in case we need to track the return. Once *** gets his final statement if there are any charges remaining he can email me to have them adjusted Corey.T***@CenturyLink.com . CenturyLink apologizes for the problems *** experienced trying to cancel his service causing a delay in resolution.
Sincerely,
Mr.T
I consistently have to reach out for assistance with login problems, account issues, service issues, etc. Every time I have to contact them I am stuck on the computer for hours at a time, going through the same verification process across departments, wasting hours of time. I have had Centurylink for 2 years and have spent at least 30 hours troubleshooting various rudimentary problems with them. Often they are the same recurring issues that to me should not exist in the first place, then take several hours to resolve. Like today for example. Changing my login - took me over two hours with a service rep because it did not work properly online.
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.
At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training. Unfortunately, there is no easy answer here.
With the information provided in this complaint, the last date that service was in place at that address was in October of 2017.
The other issue is at the time of the reported time spent to address the issues the customer has had the complainant was not the owner of the account.
That said, it is company policy that time spent trying to resolve issue or troubleshooting a specific technical or non-technical issue(s) that doesn’t result in extended outages are not compensated for.
The only adjustments are made are if something on the CenturyLink network side of the service causes a specific amount of down time when the user was unable to use the account.
Since this account has been closed since October and as a matter of company policy the request for personal time compensation will not be given.
CenturyLink acknowledges the complainants’ concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
I cancelled my Century Link account months ago and they continue to bill me.
I have paid the balance on my final bill.
I have called them numerous times and they will not cease billing.
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.
At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training. Unfortunately, there is no easy answer here.
The customer last made a payment on the account on March 5th, 2018 which was the charges from the March bill. The account was canceled and the effective bill date was the 2nd of April 2018.
There are two billing systems that provided a combined bill for the internet and the TV.
The account was issued a revised final bill that included the promotional discounts reversed due to disconnection of the TV account that amounted to $122.78 plus a balance carried forward of 156.64.
A revoked payment authorization from the customer’s account resulted in a total amount due on the April 13th billing date of $266.40.
A revised final bill was issued in April to reflect the total balance carried forward for TV and credit for internet billed but not used in the amount of -$21.
51 for a total revised statement of $239.89.
CenturyLink has issued and adjustment of the TV promotional charges that resulted from those promotional credits being reversed in the amount of $122.78.
That leaves a valid balance due of $117.11 that will not be adjusted.
CenturyLink acknowledges the complainants’ concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding this rejection.
The customers tape recording of the agent giving incorrect information does not invalidate the charges explained in the previous reply.
The agent was only quoting an amount they saw in internet service system which did not include charges for TV and the final dates of any balance or prorated charges that post after the cancelation of service.
This was explained as being due to the billing date for the PRISM TV and the revised amount of the final bill date being different.
This can happen when more than one billing system for different services are involved. It can happen when long distance calls are delayed posting when the account has already been closed.
In can happen when the other service provider or billing system revises the final bill amount and then post a final or revised final bill; again, this does not invalidate the charges.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced but stands by the original assessment and the remaining balance of $117.11.
Sincerely,
Steve S
Complaint: ***
I am rejecting this response because:
You quoted me the final bills as I stated previously.
I paid the final bill quoted by Check number.
I am sorry your billing department cannot add correctly.
Every bill you have sent me differed from what you quoted me.
I recorded the various calls so the error is not on my part.
You are billing me for services that I never received.
Your technician admitted the disconnect notice was never processed as I requested.
Are you going to continue the lies and fraudulent billing and errors on your part?
I will not pay more than the amount previously quoted.
Thank you!
Sincerely
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 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.
CenturyLink appreciates the opportunity to review Dr. *** account, ***. A system error occurred which caused some customer’s *** Wireless charges to not be reflected on their April CenturyLink bills. Because of the issue, Dr. *** April 7, 2018 bill did not reflect any *** Wireless charges. However, the May 7, 2018 CenturyLink bill reflected two *** Wireless billing periods.
The March 7, 2018 CenturyLink bill reflected charges for the January 27 to February 26 *** Wireless billing period (page 5 of 8). There were no *** Wireless charges on the April 7, 2018 bill. The May 7, 2018 bill reflected *** Wireless charges for two *** Wireless billing periods; February 26 to March 26 (page 5 of 12) and March 27 to April 26 (page 8 of 12).
The May 7, 2018 bill reflected two payments that posted Dr. *** account on April 24, 2018; $26.49 and $111.34 (page 3 of 12). As reflected on the May 7th bill the account had a credit balance of $111.34 ($137.83-$26.49), $272.54 new charges, leaving a total amount due of $161.20 ($272.54-$111.34).
An order was issued on May 3, 2018 to remove Dr. *** Wireless from combined billing. While the order was issued prior to the May 7rd bill being generated, CenturyLink had already received the *** Wireless charges reflected on the May bill from *** Wireless. Thus, the *** Wireless charges for the above mention *** Wireless billing periods were reflected on the May 7, 2018 bill.
An order was issued on May 4, 2018 to disconnect Dr. *** CenturyLink account. The due date on the order was May 7, 2018. Since the due date and Mr. bill date were the same, the May 7, 2018 CenturyLink bill was generated. After the account was disconnected, a May 7, 2018 Closing bill was issued, reflecting credit for previously billed CenturyLink charges, leaving the current balance due for $113.84. I have attached copies of Dr. *** March, April, May, and May Closing bills for her review.
CenturyLink regrets any confusion or inconvenience Dr. *** has experienced.
Margaret
CenturyLink Customer Advocacy
Dr. *** would need to contact ***Wireless directly regarding any payment made directly to them, as CenturyLink does not have access to ***Wireless systems. I sent an email to ***Wireless regarding Dr. *** concerns, so they may attempt to contact her directly.
To recap our previous response, Dr. *** May 7, 2018 CenturyLink bill reflected charge for two months of ***Wireless service. The ***Wireless bill dates were February 26 to March 27 and March 28 to April 26,2018. CenturyLink received two payments on April 24, 2018 ($26.49 and $111.34) which were reflected on the May 7, 2018 bill.
Margaret
CenturyLink Customer Advocacy
Complaint: ***
I am rejecting this response because: Once again, Century Link has missed the point and is trying to get more money out of me than what I owe them.
They are trying to bill me for *** services for February and March 2018.
When I filed the original complaint, I included screen shots of written proof that I had paid the *** bill THROUGH CENTURY LINK. I PAID THIS BILL THROUGH CENTURY LINK!! YOU HAVE THIS INFORMATION IN YOUR SYSTEM!!!
I simply cannot understand where the miscommunication is coming from. I have written proof of what I am saying, there is no reason for Century Link to be billing me for something I have already paid, and if I do not receive the refund promised to me when I discontinued my service with Century Link, I am going to take two steps: File a complaint with the FCC, and take legal action against Century Link.
Sincerely
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.
CenturyLink appreciates the opportunity to review Mr. account, ***. Our records indicate Mr. ordered an additional Internet line on April 11, 2018. The May 17, 2018 bill correctly reflects pro-rated charges for the line, as it was added in the middle of a billing period. While the charges are valid, an adjustment for the pro-rated charges has been applied to the account, in an effort to satisfy. A credit for $98.34 was issued on June 12, 2018 and should be reflected on the June 17, 2018 bill.
From the information I have been provided by our Broadband Escalations Group, Mr. is currently in an area that is experiencing Bandwidth Exhaust. Customers in this area may experience slow speeds, packet loss and latency during peak hours. There is a job being worked, which should provide relief once the job is completed. I cannot provide a completion date at this time but they hope to have the job completed by the end of the month.
CenturyLink regrets any inconvenience Mr. has experienced.
Margaret
CenturyLink Customer Advocacy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
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.
I have received a copy of the Revdex.com complaint filed by Mr. ***, regarding a billing dispute. After investigation of Mr. account it has been found that per the customers billing statements the only price increases are from the expiration of promotions that were on the account. These promotions on the billing statement can be found under the "Details of your CenturyLink Packaged Services" Each discount shows the expiration date under the discount. The second months bill rose 10 dollars due to the auto payment and paperless not being set up on the account and is required for the promotion. Our records indicate that the was relayed during the initial set up and the following month after the bill rose when Mr. contacted our customer case about the increase. At this time the previous promotions have expired and no longer are available. Our records show that currently the rate for the services is $72.99 for the internet and home phone. This rate is before taxes and fees/usage. After our investigation our records show that the customers billing is correct. For further questions or concerns please contact our team directly at 1-800-788-3500. CenturyLink has closed this complaintSincerely, Mr. C
This is not true. I got rid of services and agreed to on the phone that my service would be a set price for two years and not rise. It rose two months after it was in effect. This is the third instance this has happened. I am tired of them not honoring there contracts. I want them to honor the price that they quoted.
Complaint: ***
I am rejecting this response because:
Sincerely
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.
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.
At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training. Unfortunately, there is no easy answer here.
As noted by the complainant, the order came through because of an order submitted to Centurylink by a third party, in this case a strategic partner, Dish Network.
Since an order did come through, CenturyLink did a temporary drop to install the services. CenturyLink does have easement and access rights to most all private properties as is granted by the local town or city the home is located in.
CenturyLink did cancel the account that was created by Dish Network and has issued an adjustment that negates all the charges that were generated because of the order and subsequent installation of service.
Centurylink understands the complainants’ frustration but Centurylink was only following the order that was placed by an authorized party.
If there are still temporary drop lines on the property, the complainant can contact the CenturyLink repair department to have these removed at the following number, 1 800 573-1311.
CenturyLink acknowledges the complainants’ concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
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
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding this complaint.
At CenturyLink, we strive to provide outstanding customer service and feedback is appreciated and utilized to enhance our training. Unfortunately, there is no easy answer here. The customer was advised they could do something that is not possible to do, transfer the promotion or loyalty offers. Additionally, the customer was told that a move is like treating them as a new customer, this is incorrect as well. That said, when a customer changes location, the same promotions that they had or at least in this case the actual promotion and the loyalty credits must still be an option available in the ordering system to facilitate such a request. CenturyLink has revised their billing and offers to reflect a simplified, easy one price for life (if the services are not changed or the customer moves) and this is the only options that are available now at the new location. If the promotions and loyalty offers were still an option they could have been moved; they only applied to the service that was at the previous location. Hypothetically, if the customer moved back to the previous location from the new location, they would lose them too as they are no longer available in the ordering systems there too. Since there is a move of the services, the new location only qualifies for what is available to anyone setting up service new or in a transfer. This is not the fault of the customer but there isn’t a way to manually override the ordering system to put things back the way they were; there simply not available at the new location or at any location for that matter. I have noted the account that if the customer wants to change providers or port their number over to another provider that they can do so without any early term fees or charges that may be applicable.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve S
Complaint: ***
I am rejecting this response because:
This is a complete DODGE of what happened to me. This does NOT address the order change form. It didn't PULL the call and find out what was SAID to me. Does NOT resolve the INCONVENIENCE I went through from MIS-INFORMATION by FAULT of their OWN. Doesn't OWN any of what was DONE, nor offer ANY resolution. Furthermore when I went WITHOUT internet, and phone installation after I called BACK and "accepted" the terms that were offered as the ONLY choice. I was given a time, they didn't HONOR, that I took off. I had to go BACK to the library to SEE WHY they didn't SHOW UP at the appointed time. And was told on chat that they were running late and it would be another 1 hr. Then when that time CAME & WENT on 6-4-18 and it was a COMPLETE NO SHOW by their company. I was again MISINFORMED. Definite PATTERN here. FINALLY a field rep that had 3 pgs of NOTES on this, came later about 6:30pm. Did the install, got me up and going as far as he could that night. Then the service was turned on the FOLLOWING morning.
THEY KNEW THAT THIS WAS THEIR ISSUE!!!! The field rep did an AWESOME job, talking to Eric the Mgr out of Idaho Falls/Ammon. He promised that I wouldn't be CHARGED for the days they didn't DO their job, or have my service transferred. I tried to call and talk to him the following morning. He was out sick. I left a msg. He didn't call back. LOUSY customer service AGAIN. I tried to call again. Then it became another DODGE by his office. This is a pattern or precedence in the company to PASS the BUCK. Give excuses, or NOT follow through. The ONLY person that CARED was the field rep, Rick. He cared enough to CHECK that the work he did fixed the issues. He should get commendation for DOING his job. It is UNACCEPTABLE that Centurylink is allowed to PASS the BUCK. Offer inferior service, and DODGE the issues!!!!!!!!!!!!!!!!!!!!!!!!
Sincerely
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!
I have received a copy of the Revdex.com complaint filed by Mr. ***, regarding a billing dispute. After investigation of Mr. account it has been found that the modem equipment fee was reversed on 02/26/18 when the modem was checked in and a credit at this time for $105.99 was applied to the account for the modem charges. A check was generated and sent to the customers address. Mr. contacted our customer care on 05/02/18 about the refund check. Our records showed that the check was sent and was not cashed at this time another request was processed to send the customer a new check and cancel the check we had previously sent to Mr.. This request was processed on 05/08/18 and a new check was sent to the customer. After investigation our records indicate that we had sent a check previously in a timely manner after the equipment was received. CenturyLink apologizes for the frustration encountered. Please contact our team directly at 1-800-788-3500 for further questions or concernsSincerely, Mr. C
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 have received a copy of the Revdex.com complaint filed by Mr. ***, regarding a billing dispute. After investigation of Mr. account it has been found that after the activation of the account several unforeseen issues were discovered that needed to be corrected and fixed by our technicians. CenturyLink apologizes for the frustration encountered while this work was being investigated and resolved. Our records indicate that the service is now active. CenturyLink has credited the customers first months bill for services. For further questions or concerns please contact our team of specialists at 1-800-990-9896. Sincerely, Mr. C
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.
(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...
CenturyLink appreciates Ms. writing regarding her recent experience with our company. I regret to inform Ms. that she did not include sufficient information for CenturyLink to conduct an investigation. I was unable to locate an account with the limited information on the Revdex.com complaint. In order to investigate the complaint, the CenturyLink account number will need to be provided. I may be able to find the account if the service address is provided.
Once the CenturyLink account number is provided, CenturyLink will be happy to investigate Ms. concerns. I regret any inconvenience this may cause.
Margaret
Customer Advocacy Group
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.
CenturyLink appreciates the opportunity to review Mr.’ account ***. As reflected on the monthly statements, Mr. was receiving a reduced monthly rate for his Internet service because of his 24-month term commitment, which was to expire on July 12, 2019. The following verbiage was reflected on his April 4, 2018 bill.
CENTURYLINK SAVINGS
YOU ARE RECEIVING A REDUCED MONTHLY RATE FOR YOUR HIGH-SPEED
INTERNET SERVICE BECAUSE OF YOUR 24 MONTH TERM COMMITMENT.
WHEN YOUR CURRENT AGREEMENT EXPIRES ON 07-12-2019 YOUR MONTHLY RATE
WILL CHANGE TO THE STANDARD RATE. NOTE: THIS DISCOUNT MAY VARY
DEPENDING ON THE PRESENCE OF AUTOPAY AND PAPERLESS BILL.
Mr. spoke with a representative on April 9, 2018. An order was issued to disconnect the account on April 13, 2018. The April 13, 2018 Closing statement correctly reflects a $200 Early Termination Charge and credit for previously billed services from April 13 to May 4, 2018.
As stated on the monthly billing statements, Mr. was receiving a reduced monthly rate for his High-Speed Internet service because of the 24-month term commitment. The Early-Termination Fee is not a penalty. Rather, it is an offset or recovery of CenturyLink costs related to early termination and the discounts associated with the term commitment. There are no notations on the account that indicate Mr. called to question the verbal commitment or the associated discounts. Mr. was receiving $40.05 in monthly discounts because of his commitment. The Early Termination Fee is valid and the charge has been sustained.
Since the Closing bill was issued, Mr. has been billed for unreturned equipment. Our records indicate a return label packet was sent on April 16, 2018 with directions, including labels, on how to return the leased modem. Customers have thirty days to return the equipment. If not returned within thirty days, they are billed the purchase price of the equipment. As of the date of this response, the current balance due on Mr.’ account is now $245.37.
Margaret
CenturyLink Customer Advocacy
Complaint: ***
I am rejecting this response because: My concerns in the initial concerns listed were not addressed. Not only was I was charged $7/month rent on a modem, but now I'm being charged $115 for that modem?! When I closed my account I asked the Centurylink rep if I needed to send it back and they said, no. I have the modem and have use for it. I will gladly send it back. Centurlyink has knowledge of my continued complaints of service quality. The internet was almost NEVER the rate I was billed for, and for 'Margaret' to act like I was receiving a reduced rate is a joke. My service only included internet, yet Centurylink could not provide the rate I was billed for. Nevertheless, my bill was paid.
Additionally, 'Margaret' did not address the issue of contact. I was a paying customer and it was and continues to be a very difficult process to get in contact with Centurylink customer service. While on hold anytime the customer calls, there is obnoxious and loud music with static that will test anyones patience. This is a stupid trick to discourage the customer from lodging a complaint! I would like a direct communication with Margaret and my lawyer.
I was told that my balance is zero, then I'm given a bill for $130, then a bill for $245!!! This BS is precisely why I contacted Revdex.com!!! I reject this response by centurylink and would like to escalate.
Sincerely
As reflected on the monthly bill, Mr. was leasing his modem at $9.99 per month, not $7 as reflected on the Revdex.com rebuttal. Customers who choose to lease equipment are expected to return the equipment when they disconnect the account. Upon the call review, the representative who issued the order to disconnect the account did not tell Mr. he did not have to return the equipment and Mr. did not ask about the representative about the equipment. As previously stated, a return label packet was sent to Mr. on April 16, 2018, with instructions regarding his leased equipment.
An additional return label packet was shipped to Mr. on June 19, 2018, to the address on the Revdex.com complaint. CenturyLink has recently implemented a new process. Customer can also go to www.centurylink.com/retuns and print their own return labels. Mr. would need to enter his account number (***) and follow the return procedures. While past the 30-day return period, once I can verify Mr. has returned the equipment, I will issue a manual adjustment. CenturyLink records do not indicate Mr. called repair to report any issues with his Internet service in the past year.
Mr.’ concerns regarding the music that is played while customers are on hold will be passed to the appropriate group for review. Suggestions from the customers are valuable when making changes in the future.
Mr. claims he was told his balance due was zero when he disconnected his service. Per the call review, Mr. and representative did not discuss the current balance due on his account at any time during the call. An April 4, 2018 bill had been generated for $54.79. Our records indicate a payment for $54.79 was received on April 9, 2018, which was the same date the disconnect order was issued. Because the payment was for the April bill had been received, Mr.’ balance due on the date the disconnection order was issued was zero. However, as previously discussed, an April 13, 2018 Closing bill was issued reflecting new charges.
While the current balance due ($245.37) is valid, a credit for the amount due on the Closing bill has been applied to the account, in an effort to satisfy. A credit for $136.75 was issued on June 21, 2018. As previously stated, once CenturyLink can confirm the modem has been returned, the remaining balance due will be adjusted.
Margaret
CenturyLink, Customer Advocacy
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.
I have received a copy of the Revdex.com complaint filed by Ms. ***, regarding a billing dispute. After investigation of Ms. account it has been found that a new modem is required for the new service upgrade that was installed. Due to our investigation and finding we have decided to give Ms. the modem at no cost. In order to do this we must charge for the modem in our system and a credit will appear on the customers next billing statement for the modem. So the next bill statement will shoe a modem charge for $150 and a credit for that $150. We have also credits the $10 monthly lease fee that will show up from this last month when the leased modem was added to the account, Then account will have a total of $160 credited towards the modem on the next monthly statement. The leased charge will no longer show up on the future billings. We appreciate Ms. loyalty and appreciate the opportunity to investigate and resolve her concerns. Sincerely, Mr. C
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.
I have received a copy of the Revdex.com complaint filed by Ms.. ***, regarding a website dispute. CenturyLink apologizes for the frustration expressed with our website. Our goal is to provide a great customer experience and regrets the frustration expressed in regards to our websites functionability. Our website is designed to offer tools for our customers and their account. Unfortunately at this time there are some account changes that can not be provided via our website. We have forwarded the feedback to the appropriate parties for review. CenturyLink apologizes for the frustration. CenturyLink has closed this complaint. Sincerely, Mr. C
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.
I have reviewed the complaint from *** disputing the early termination fee on their closed account. I reviewed the account notes showing they had agreed to a $25.00 monthly discount in exchange for a service agreement. CenturyLink reminds our customers every month on their bill of when their agreement expires. Based on the account history I have credited $100.00 of the fee as a courtesy the remaining balance is sustained as valid. CenturyLink apologizes for any frustration this issue has caused.
Sincerely,
Mr.T
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Worst ISP I've ever come across. If there were any other in my area I'd be all over that, sadly there isn't. You're told you will have a monthly fee of $35, then it was $45, then out of nowhere it was $65 and now it is constantly between 80-$90... The speed I get is only in the 20-27 mbps download. I'm not really messed up about the speed though. It's the that it has taken leaps in prices, also the fact that over half of the time it isn't even working. I've called for technicians more times than I care to count and many of those requests were met with no-shows. I used to be a big gamer but now with work I don't have a lot of time to really do much of anything. It would be nice if the ONE DAY a week I have off I could play a game without being Disconnected every 10 MINUTES........ I don't like to be ugly but I've said this time and time again, CL service is Trash. If you have any other choice, don't pick this company... Save yourself loads of trouble.