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CenturyLink

United States,
Missouri

Consumer complaints and reviews about CenturyLink

Lalaloopsie Send email
 
Nov 15, 2017

Horrible internet service, horrible customer service & over billing

I had century link for almost 20 years because it was the only choice I had where I live until recently. The internet connection was terribly slow, If it worked. Seems it has gotten way worse the longer I had them. The customer service has always been rude and never on the same page, no matter how many people you talk to you never get the same answer twice. Every month I was calling for over billing. One month the bill is $35 the next almost $80. There is absolutely no way anyone would pay them $80 for strictly internet, with the connection and speed we’ve had. The people on the phone every month said something along the lines of, oh I’m so sorry, but the promotion price ran out and you have to call and have us apply it again. But they would apply some small $10 something and the next month the bill was back up again, and I was calling them again. I’m glad I don’t have a family or anything better to do with my time than spend it on the phone with useless people raising my temper. . Trying to get technical help is a joke. The router I had (was purchased from them less than a year earlier) wasn’t working. I explained I had ran thru all the trouble shooting options, because I have done this many times before! And after 45 mins the “ support technician” diagnosed the problem as a router issue he proceeded to tell me I had to either purchase another one from them at $9.99 a month or purchase my own. Even tho the defective one was from them and less than a year old, and has had issues since I’ve had it. HELLO!!!! Stand behind your product, “WE” the customers using your service is kind of how you make a paycheck!!! If the customers are so important as century link advertises there is always an exception to any rule. But now it all makes sense and we the customers were only as important as the price advertised! What a joke. If at the very least there is a manufacturer warranty they could have honored. Give me a replacement, you take the defective one and deal with the manufacturer. For some reason I don’t think they like to sit on the phone wasting time getting the run around either. It’s just a shame they can’t take a dose of what they dish out. ANYWAY! I was transferred to another lady to take care of trying to get reimbursed for the time I had no internet, and I told her I thought it was rediculous they wouldn’t replace the router they supplied me, she responded with “well we can’t just going around giving out free equipment and services, we wouldn’t make any money.” I had a good laugh and told her I should use my old school AOL dial up and the connection and speed would be better and it was probably still only $10. She did end up giving me a very small refund of like $20 or something for the 3 or more months I didn’t have internet! I ended up leaving century link a year ago this thanksgiving, finally, and when I called to cancel the lady didn’t want to cancel my account and she kept pressuring me and trying to keep my business. Finally after what I swear was an hour on the phone with This lady she finally told me she cancelled my account, she would send it to some other department for finalization or whatever she called it and I would receive a cancellation letter in the mail within a few days. Well, a few days came and went and a couple weeks had come and gone and what comes in the mail?, not a cancellation letter, it was a bill. Not only was it a bill for service I had cancelled, but it was almost $200!. When I called about that, that lady said the account was NOT cancelled and she didn’t want to cancel my account either! I explained that my new service had already been installed with faster internet, PLUS cable, free installation, and free equipment and it is still cheaper than century link! I told the lady I was not paying them anymore money, I was not paying this outrageous random over priced bill for service I haven’t had for months before this time. I told her to send one of her smart service tech guys out to get the crappy router they supplied me and wouldn’t replace, come get all the wires that were all ghetto rigged outside at the box. I was afraid if they didn’t come get every thing that was theirs I would end up with another outrageous random made up bill for wire and equipment and whatever else. I finally got my cancellation notice in the mail about 2 1/2 months later, they never came and retrieved the router or crappy wires. I guess they didn’t want the crap they supply either. Hmmm... I’m so glad we finally got another service that is better and easier and more pleasant to deal with. I wish the choice would have been available about 20 years ago!
jbrowning9 Send email
 
Jul 18, 2017

Terrible internet service

I have been calling Centurylink internet repair 2-3 times a week for the past 3 months with no resolution to my service issues. My service gets completely dropped and then reboots after a couple of minutes and the speed is so slow that we can't even use it. I had to call 3 times just to get my service address right because they sent my new router to the old service address then sent a technician to the old address twice even though we moved in February! I am so fed up!! I have spent hours on the phone with them trying to get it fixed and they always tell me there is static on the line and they can see where the service is being dropped but they don't do anything about it. I am paying over $80 a month for service that doesn't work! The worst internet company ever!!
About Done With Centurylink Send email
 
Feb 23, 2012

Overcharged and Bad Customer Service

I've sent a link to this site to my state attorney general, since CenturyLink is LYING to them...I was also told one thing and charged another, though they SWEAR that is not what happened. They are committing FRAUD, and something needs to be done about it! They tell you one thing, or advertise one thing, then charge you something else! Unfortunately, I'm in an area where there isn't much else available! I'm wondering if the internet is worth it. Let alone a phone.
LaurenM Send email
 
Feb 23, 2012

Overcharged and Bad Customer Service

We recently moved and were looking for TV/internet services. There was a billboard on the interstate right outside our town that adverstised a bundle price of $74.95 per month. When I called Centurylink to find out what was involved in that plan, the customer service representative stated that it was a TV packaged through DISH network, internet, and unlimited local and long distance home phone, and if I would like they could throw in an HBO package on the TV for 3 months. This all sounded okay to me, so I went ahead and verbally agreed to this plan. So, DISH network came and set up the TV in the time promised, however the internet and home phone was connected two days later than promised. Once it was set up we had many problems with the internet but the real problems began when the first bill arrived. The bill was for around $150, not the $75 that was quoted. When I called to dispute it, they stated that all of the extra charges were just my installation fees and that they had charged me for the free HBO. I was instructed to subtract $21.28 from my bill, so reluctantly, I sent in the payment of around $125. When the second bill arrived I was shocked again to get yet again another bill for $150. I called again and they stated that my package costs around $90 and no one would have ever quoted me such a price in the first place, that what I was subscribed to. I was charged a late fee for the $21 from the month before but this time had all 3 months credit for the HBO. I was very cordial to the customer services representatives but was getting nowhere. I just wanted my bill adjusted and I wanted the package I was quoted that I agreed to. They informed me I was already recieving the lowest price ant there was nothing they could do for me. When I explained I was not going to pay this bill in its entirety because I didn't agree with the charges I was threatened that they would turn me into collections. That's where I lost it. I have amazing credit, always pay my bills on time and have never had a bill go to collections! I then told them that I was going to have to cancel these services if they couldn't meet me in the middle somehow. I was told by a supervisor that if that would make me happy, I could just go right ahead. When I went to cancel these services, I was met with ridiculous termination fees, $100 for centurylink and $425 for DISH network. Centurylink advised me to cancel and stated that if I canceled one part of the bundle that I had to cancel the whole thing, that I couldn't keep my DISH (which now I know is not the case). I talked to everyone I could and even had a 3 way call between Centurylink and DISH...all of the sudden they are two separate companies and they keep telling me to call the other company to resolve my problems.

My chief complaint is that Centurylink misinformed me from the start and because of their actions, I am in a bad situation with DISH network. Centurylink was rude and told me to cancel my bundle and that they had the authority to handle my DISH problems, which they did not! I had already started a new service agreement with another company and now owe DISH network $425 for early cancelation. I am so frustrated with Centurylink and even after 6 hours on the phone with them/DISH, and many supervisors later, they can't resolve my problem.

I cannot believe how unprofessional their customer service is and that they won't help one of their newest customers...I can only imagine how they treat their old ones.
Asdfihs Send email
 
Feb 23, 2012

Overcharged and Bad Customer Service

I agree with everything that was said here.

I signed up for a $30/mo basic internet plan, no phone, no tv, just plain internet. My first bill was $75 which I was told was because of the setup fees, okay, yeah, whatever, I'll pay that.

My next bill was also $75 and when I called the customer service they said that it was correct. What the hell? I argued with 4 different members of their support team and realized that I was getting nowhere. I'm not paying that bill and I'm not paying their termination fee either because it's robbery.

If a business lies about what they are going to charge you then it's robbery, plain and simple. I advise no one to do business with centurylink they are a scam and you'll only get a headache.

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