CenturyLink Customer Service Issues

We intended to settle our bill and reinstate our internet service. The amount quoted to us was $[redacted], which includes a grandfathered early termination fee. It's frustrating to be charged for something we weren't informed about initially. It seems unusual for a company to penalize loyal customers in this manner. A portion of the fee, totaling $[redacted], could potentially be waived, but unfortunately, this request was denied. Additionally, we're being billed for equipment we already possess, which seems unnecessary given that returning the equipment would be required for reinstallation. We understand unforeseen circumstances can impact customer relationships, prompting our disconnection. It's disappointing that Century Link's approach to customer service in this situation is unclear. Despite having positive experiences with other businesses, we've encountered challenges with yours. We are perplexed by the reluctance to allow us to settle our outstanding balance and resume services. It's concerning that the insistence on the termination fee seems out of touch, especially considering it's no longer imposed on current customers.

I recently ordered a CenturyLink phone service on 10-15. I informed the service representative I already had internet service, and he assured me I didn't need a modem and that the service would be activated in 24-72 hours. However, I received a modem from UPS on 10-19, which caused confusion when the technician arrived. After realizing I didn't need the modem, I now need to return it and hope to receive a credit. Additionally, I discovered I was only receiving 1.5Mbps speed despite paying for high-speed internet. Upon getting the phone service, my speed increased to 7Mbps, but I was initially told it was the fastest available, whereas later I learned 12Mbps was an option. This discrepancy in information is confusing. The order confirmation only listed the phone service; it appears other features like voicemail are in a separate package. I request a review of these issues and clarification. Thank you, Sandra B.

I experienced two terrible incidents with CenturyLink on October 30, [redacted], and November 2, [redacted]. I spent nearly 2 hours on October 30th being transferred to 11 different departments just to ask about a grace period on my bill. I spoke with a disrespectful agent named Isaac in the Finance Department in St. Paul, MN. Today, November 2nd, I faced an issue with my answering machine due to a Voice Mail add-on error. This mistake caused me to lose significant business as my clients couldn't reach me. My account number is [redacted]. I need to speak with an English-speaking representative to address this situation and the lost business it caused. Please contact me by email or phone. Thank you, Carole Bell, a loyal CenturyLink Customer since the 1980s.

During my week with the service, I encountered daily issues and had to contact support repeatedly for equipment and service problems. Despite being assured multiple times that the issues would be resolved, they persisted daily. After being promised a bill credit for the problematic days, I decided to cancel my service. However, I recently discovered that my service was not canceled. Since your company did not disclose the poor service in my area, I had to authorize two credit checks, impacting my ability to purchase a home I was approved for. I now face a complex situation due to your company's actions. I request assistance in resolving the consequences of this situation.

My internet service was disconnected due to a payment issue, but my bill is current. I have been erroneously charged for a service called prism since August, which I haven't had. Last month (10/10/18), I spoke with a retention team member who provided me with two order numbers: #[redacted]5 for payment credit and C[redacted]9 to halt future billing. Although I believed the problem was resolved, my service has been cut off. Today, I have been on hold for over an hour, spoken to 6 different representatives, but no one has been able to assist me. Feeling incredibly frustrated and upset, I am seeking a supervisor or someone with authority to contact me to resolve this urgent issue. My contact number is [redacted].

I have reached out multiple times but have not found a resolution. I am experiencing issues with spam emails coming from the address [redacted] A representative named Jess from customer care attempted to block the group responsible for these emails using the number [redacted]1, but unfortunately, it was ineffective. The emails are originating from Clialiedge.Com and have become a significant nuisance. I have been a loyal customer for a considerable amount of time, but I am becoming frustrated with this situation. Please take the necessary steps to block these unwanted emails as they are causing me significant inconvenience. I have two phone accounts, an email, and Direct TV with your company, and if this problem persists, I may have to look for services elsewhere. I expect better customer service, so please address this issue promptly.

I have been struggling to resolve issues with my Century Link account, as they direct me to Direct TV and vice versa without any resolution. I signed up for a package deal with Century Link that included phone, Direct TV, and internet for $[redacted] a month. I requested a due date of the 28th, set up easy pay to prevent late charges, yet I am now being billed for late fees. Direct TV is charging for channels I didn't order and an extra $[redacted] each month, despite my attempts to correct this with both companies. I have faced ongoing billing problems, with my TV service now disconnected due to unpaid charges. I plan to contact the Senior Citizen Advocate and switch to Dish, as I am displeased with the lack of resolution and recurring issues, including unexplained late fees.

Recently, I noticed a significant increase in my monthly bill without any prior notice, which I find unacceptable. My bill has escalated from $81.94 to $[redacted].94 over the past few months without warning. Despite paying for gigabit internet only, I am consistently getting speeds lower than what I am supposed to receive. Even after multiple technician visits and extensive troubleshooting, my speeds have not improved. As a result, I don't find the current pricing of $[redacted].94 justifiable for the services I am receiving. Considering the availability of other internet service providers in my area, like Comcast, I am contemplating switching if the issue persists.

I am inquiring about account number [redacted]83. I am frustrated that my Prism service was disconnected before Direct TV was installed. After spending nearly two hours and speaking with four different service agents, no one could explain why or reinstate my TV service. This recurring issue with my account's management is exasperating. Initially, I contacted to schedule the restoration of my full services from vacation mode, but the confirmation email provided the wrong date, which I had to correct over the phone. Following my return, only my internet was functioning, requiring two additional calls for TV and phone services to be reconnected. Fortunately, the problems were resolved promptly once I reached a helpful representative. Last night's experience was particularly troublesome. I fail to comprehend why my TV service cannot be reinstated until Direct TV is set up. This inconsistency raises doubts about the quality of Direct TV service. I request the immediate reactivation of my Prism service. Sincerely, James P.

After the technician fixed the dial tone on [redacted] a few days ago, he assured me that there would be no service charge since the issue was with the line, not my phone. However, today I was surprised to see a $66.00 service charge on my bill. I believe this charge is unfair as the technician mentioned no fee would be applied. Considering my long-standing history as a customer without such charges, I request the removal of this unexpected fee. I hope you can understand my perspective and address this promptly by reviewing your records. I value the service I have received over the years and hope to continue our positive relationship. Looking forward to your response. Thank you. Sincerely, J. Woods ([redacted] 842R)

I've been attempting to update my email information on my CenturyLink profile for a few weeks now. Unfortunately, I mistakenly switched my security question with my email, and my security answer with my password during the process. I must have also mistyped my security answer, causing me to be unable to access my account. I received a notice in the mail instructing me to call immediately, so I did this morning. However, the automated system couldn't understand my name despite multiple attempts. It kept mispronouncing my name as Smith or Jones, which was frustrating. Please have a representative call me to address this issue or discuss my contract. Aside from this technical problem, I am generally satisfied with CenturyLink. My phone number is [redacted]. Thank you, Ron Murray.

We paid our bill for December and called to disconnect our landline with CenturyLink. The representative assured us it would be turned off on December 12th at 7 PM, but we found it still active when we got home. When I inquired about this, the staff member I spoke to was rude and asked for $50 to disconnect the service. When my wife called, she was told it would cost $75 instead. We only want to keep our internet service and are confused by the differing explanations. I would appreciate speaking to someone who can provide clarity on this matter. Thank you, Wayne K R., Account number: [redacted].

My 88-year-old mother, who recently lost my father, needed her account details updated to reflect her name instead of his. I contacted your customer service for assistance, and I was assured that the changes were made. Despite setting up autopay for her account for convenience, the transition to her name resulted in the old account (under my late father's name, Floyd Walker) being canceled and a new one opened in her name (Geraldine Walker). Unfortunately, autopay was not reinstated as expected for the months of October and November, leading to a missed payment notice and a risk of disconnection. After contacting your support, autopay was eventually reinstated, but her service got suspended unexpectedly. Despite promises from agents, the suspension occurred, leaving my mother without phone service. I made the overdue payment, yet her phone remains disconnected since Thursday night, December 20th. Attempts to contact customer service have been futile, and the limited complaint options seem unhelpful. While waiting for a resolution, I am considering switching to another provider that values resolving issues promptly and offering sincere apologies for misinformation.

Last March, I requested a change to my bundle service to pay my Direct TV separately due to the passing of my husband. Despite paying Direct TV directly, I continued to receive bills for the bundle from Century Link. After multiple calls and payments to Century Link, I was informed I still owed funds they were supposed to transfer to Direct TV. This issue persisted even after contacting Direct TV, who confirmed I had no outstanding payments. The confusion led to receiving a bundled bill while only paying for internet services. I seek clarity and resolution regarding this matter to avoid further complications. My account number is [redacted] 609R. Your guidance is appreciated.

I have only six days left to settle this bill. With no mail deliveries in three days due to the upcoming holiday and no delivery on Sundays, time is tight. Before allowing your company to switch my service from Prism to Direct TV, I was promised a monthly rate of $[redacted].35 plus taxes. However, my latest bill came to $[redacted].55. Supposedly, there should have been no activation fee based on the years I've been with your company, yet it is listed on the statement. I've spent most of the day on the phone trying to reach someone but keep getting disconnected after an hour on each call. Please address this matter promptly as I cannot rely on the mail to reach you on time. I am eager to avoid any late charges, especially given the difficulty I've had getting through to anyone.

My name is Lance Lawson. I can be reached at [redacted]. Due to issues with my internet service, I am unable to receive my Western Union transactions promptly. I avoid using Western Union for fast money transfers to prevent incurring a hefty fee of $[redacted] per hour. Since 9 a.m. today, I have been informed that the service will not be restored until 9 a.m. tomorrow. This delay is causing me to incur significant fees, totaling $12,[redacted], impacting my profits. CenturyLink, I hope you understand that I hold you responsible for these losses. I believe I am not the only customer affected by your unreliable internet connections. If I do not receive a response from you before 9 a.m. tomorrow, I will pursue legal action. I will not hesitate to escalate this matter through the court system, incurring additional legal expenses. It's imperative that you address this issue promptly to avoid negative publicity and potential legal repercussions from other affected customers.

I am reaching out regarding escalation ticket #C[redacted]9 created by Debbie on 12/20/[redacted]. I was informed that a Tech Supervisor was handling this matter, yet I have not received any communication thus far. I am still without internet connection at my residence. Whenever I attempt to contact customer service, I encounter challenges either with understanding the problem or being abruptly disconnected due to the complexity of the situation. To compound matters, I received an invoice due on 1/10/[redacted] for $[redacted].15 for a modem not installed by the technician and for internet services not utilized! Why did Tech Josh close my ticket inaccurately stating services were completed? I urgently need two resolutions: 1. Deployment of a knowledgeable Senior Tech to finalize the installation. 2. Adjustment of billing to rectify the stated issues. I can be contacted at [redacted]. -Marcus

I received an email stating my payment was overdue. Even after providing proof of payment, I struggled to resolve the issue. The online chat and phone system were unhelpful, leading to frustration. After multiple attempts, I was redirected to the right department. It turns out the email was sent in error, and I was actually up to date on payments. Despite my long-term loyalty, the lack of real customer support was disappointing. Automation caused confusion, and a more personal approach is needed. A phone call rather than an email response would be preferred, as it can greatly impact customer satisfaction. Contact me at [redacted].

After attempting to pay my bill at the CenturyLink office in Fayetteville, NC for two months, I have been unsuccessful in reaching a representative. It seems all previous CenturyLink locations in Fayetteville have closed. It appears the company is challenging to locate, which is disappointing. If this is the new company practice, I may choose to no longer be a customer. Can you provide a working phone number for me to contact a representative? Despite paying my November bill, it shows that I owe $3. Additionally, there is a $3.50 convenience fee to pay online. This seems unreasonable after all the effort spent trying to resolve this issue. I have limited time available and would appreciate a prompt resolution. I may have to discontinue my service very soon if the situation persists.

I have been experiencing ongoing issues with a credit on my phone bill that was never applied. I had a chat conversation with Melinda S. and Rizalino on January 25th, [redacted] and have made several phone calls to Century Link in November and December [redacted]. Despite being assured that the credit would be applied due to internet outages during November and December [redacted], it has still not shown up on my January 6th billing. It is frustrating that I was directed to install an app or call the billing department after being on chat for over 30 minutes. I am disappointed with the lack of communication from a Century Link representative in the USA and the overall customer service experience. I hope to receive a prompt response from someone at Century Link regarding this matter. Thank you.