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CenturyLink

United States,
Arizona

Consumer complaints and reviews about CenturyLink

Mccafiv Send email
 
Jan 17, 2020

All around service

The service speed was not as advertised. In fact it was only marginally better than dial up. , not to mention the spiraling cost.18years a customer and had the word customer service phone call of my life today when I tried to cancel my service (which as already cancelled!). Being called a Diego by first rep and been spoken to like a two year old by the third rep.

To top it off, while I was paying off the final balance they added a $3 conscience fee to the transaction which they wouldn’t remove. Needless to say they will wait for the final monies.

18 years a loyal customer!!!!!! Doesn’t count for anything. I’m in a marginal area for Internet but I will never use Centurylink again. Cannot believe the way I was treated.
[email protected] Send email
 
Nov 9, 2019

CSR & Billing

Centurylink has once again shown its a___. Here's what transpired. On the Nov 5th

the CL reminder payment due page came up & I clicked on continue as I had already

planned to make a payment on the 7th. I boot up on the 7th & now goes straight to

payment due with options menu...no big deal was already planning to do it. I can't get

to a payment page. I spend about 45 minutes and 2 different browsers trying to make

a payment, I finally start a chat and it takes 1 1/2 hours to get a CSR. So far spent 2

hrs 15 min to see whats going on. Long story short.

I get CSR Mary. Ive never encountered a CSR as stoic as she was. Didn't answer any of

my questions & after waiting an hour and a half I just wanted the payment page. She

tells me my due amount asked if I was paying that today, said I can had planned on it

could you please just give me the payment page. I said I better not be shut off and

your charging me a fee to turn on agian. Thats BS. My bill due date is Nov 13th. Didn't

answer me.

She sends back about how there is no guarantee won't shut off on past due amount.
BS

I get back sending you routing & account form

click on it put my acct info in click expecting a page where I can enter amount and I

get nothing.

I said where do I put the amount in? I didn't get to put an amount in.

I get back this spiel about I'm being charged $3.50 to make payment from my

checking account. A $25 restore service fee be restored. I don't even know what

amount she put in.

UPSET? I'm beyond that. I'm looking up one of the several law suites against CL to see

if I can join one.

FIRST - On the 5th when payment due reminder came up, checked it and payment due

on the 13th amount due $99. Ok no problem. If thats not the case, payment due by

which obviously it is not, that reminder needs to also reflect the past due amount pay

now or service be suspeneded. Not a invoice with just the total due and date.

BUT THE MOST IMPORTANT VERY WRONG THING SHE DID AND I AM BEYOND

P.O'd is MARY the CSR took it upon herself to put in an amount for my payment.

WRONG!

She had asked me very abrupt like if I was paying the total due. All I said to her was I

can. Didn't say I would. I could just pay the past due of $65.

And you don't just pick a month and decide to shut someone down when I am behind

a month every month. Why? Because they screwed me so bad the 1st year of service

with wrong amounts, shutting me off, charging more than what I signed up and only

partially refunding any money, I run behind a month. The best part of it is this. Give

me a reminder on the 5th and shut me off and strong arm me into a payment and take

it upon herself to put in an amount. Today the 7th but total not due till Nov 13th.

It took so long for a session with a CSR to come up today makes one wonder how

many $25 restore service fees they got today.

Real nice Centurylink.
Nbkm5or Send email
 
Oct 5, 2017

Misleading on monthly service charges

Here was my chat conversation with centurylink on 10/3/17
I Sailyn R.: Thank you for contacting Century Link my name is Sailyn R. What can I do for you today?

My account xxx-xxx-xxxx-xxx: I am looking into cancelling my internet service and go elsewhere cheaper. Ive noticed months on and off i keep getting billed diffrent amounts so i do t know if i am billed wrongfully overcharged.
Sailyn R.: I'm so sorry to hear that , We're so sorry we're going to lose a valued customer.
My account xxx-xxx-xxxx-xxx: i want to know how many mbps i have on my current internet service and what is my monthly service fee for it since the monthly fees on your website dont match what i am being billed a month
Sailyn R.: I will be glad to share this Information with me. Allow me a moment to pull up your account.
Sailyn R.: Thank you for being a valued customer. In order to protect the privacy of our customers, I will need you to verify the full name, the email address & the last four of the social security number on the account.While I am in your account if I see anything that you could benefit from I will let you know.
My account: _____...email ________...ss#____
Sailyn R.: Thank you for taking the time to properly verify yourself with me today.I would like to thank you for being a valued customer with us. We do appreciate your business with our company.
Sailyn R.: I'm checking your account now. I show in my system that you're getting 40M+ and the price is $73.99 not including of course the taxes and fees
My account: Online thrgh centurylink it shows $34.95 for 40 mbps. I'm being billed double for same service? How long has this been like this because cox offers up to 100 mbps for 59.95 and ive been having slow streaming issues with internet for months
Sailyn R.: I show on my system that this is without promotional pricer and that's the reason why is high
My account: How many months has this been billed like this
Sailyn R.: I'm looking at the bill. I see that this has been like this since the beginning of the services
My account: When i started i was on a promotional rate so u mean i never got it? Was i misled?
Sailyn R.: That's what I see on the bill.
My account: So all this time ive been paying double for the same service other people have paid half. If i want to file a complaint with better business bureau and your executive complaints department in your company who do i write to? Also what do i need to do if i want to cancel service and go to other provider. I told my wife several months ago that we were being billed too much compared to previous months but we never looked into it until now
Sailyn R.: To fill out a complaint click here
My account: For better business bureau and office of comptroller do i just go to their website
Sailyn R.: In order to you can cancel your services, you need to speak with our retention team
My account: For office of comptroller currency i go to their website?
My account: What is their number
Sailyn R.: Yes you can fill a complaint with the link I sent you
My account: The link is to ur company i also want to file complaint with better business and with the office of comptroller currency
My account: I will be registering into the class action law suit against centurylink as well
Sailyn R.: For that you can call our customer care tem at 1-800-244-1111
My account: Ok thank you for your time
My account: I guess u didnt find anything that i could benefit from u looking at my account right
Sailyn R.: Actually i show here that we can give you 40M+ for $55.00/mo with our price for life option , this means that you don't have a contract and you will get this speed for this price as long as you remain at the same address.
My account: Thats still more than the 34.95 which i assume is a promotional rate but what about all the previius month ive been paying soo much. When does it show my contract started because i recall i had a promo rate prior to bundling with centurylink
Sailyn R.: When you started the services did you requested the services without contract. You never had a contract with us. That's why your services are for this price
My account: I had a contract for 12 months ive been with your company for several years. When we first started with your company i was paying less then we would get some months where we were being overcharged and we would call to figure out what was going on then they would credit back and adjust. I made mistake was setting up autopay and disregarded the bill otherwise i wouldnt of been throwing my money away. I used to be with cox and decided to switch with centurylink because i got a promo rate otherwise i would of stayed with them
Sailyn R.: I perfectly understand your points
My account: And i know you are doing your job..but u have to understand how misleading this and now im getting another offer but it doesnt make up all the months i have overpaid
Sailyn R.: I perfectly understar your situation, I do. In order to you can resolve this inconvenience you will need to contact our retention team at 1-866-961-2650
My account: Will do thanks for your time can u give me a date of when i started services please
Sailyn R.: I show it was Sept 07/2015
My account: Thank you and when does my billing cycle close
Sailyn R.: On 10/07/2017
My account: Ok thanks
Sailyn R.: My pleasure. Is there anything else that I can help you with today Luis?
My account: Thats all
Sailyn R.: After our chat is over you will be given the opportunity to take a short survey about your interaction with me today. My goal is to resolve all of your concerns. Is there anything else I can do to earn a perfect score? Do I deserve a very satisfied from you today?
My account: Not really my issue didnt get resolved im just gonna be bounced around and mislead by your company again. Thanks for your time
Jakay Send email
 
Jul 24, 2017

Billing

I have had nothing but issues with CenturyLink from the moment I signed up. They wouldn't honor what was initially sold to me saying they had 'never seen an order like this' before even though the original order has the CL logo on the order form. I have had numerous issues with my bill and talked to a ton of people about the issue. I finally disconnected my service and I can't get any response from them regarding ongoing charges. I have documentation that my account has been closed and have sent/talked to approximately 8 people in the last three weeks attempting to return equipment. My autopay cannot be cancelled online because the account has been closed but I'm still being charged for service. I escalated my issue to their escalation department but haven't heard a word. You cannot speak to anyone other than Customer Service and I have been bounced around to various areas with the repeated saying of 'you'll have to take that up with XXXX department' as I can't handle that issue. I need some type of resolution.

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