CenturyLink
reviews and complaints

I ordered your internet service which you promptly billed me for but I still have not received service. Your install department rescheduled twice and then never showed up. I waited over 3 hours and then spent the next 4 hours on the phone then spent 2 hours the next day on the phone. One week later no service still. I will not pay for something I have yet to receive and will be cancelling today. From the reviews I have read about centurylink online I should have stayed away in the first place. I will never use centurylink and will be telling as many people as I can about my experience.

I sent the following email to Jeff Storey, President.

Jeff,

I hope this email finds you. I think it is very important that you are aware the level of customer service I have experienced from the wait on hold, transfer drops and unfulfilled promises. Overall, it has been a stressful and horrible experience for my Acct #[protected]. If this were my company, I would want change, immediately.

I was a customer for about 12 years. I needed phone service in a condo I owned and rentetd out in Keystone, CO (ski condo). I had auto-payments so I never missed a payment and I am not sure the phone was ever even used.

I sold this condo last October, 2016. I called Aug 2016 and again Oct 2016 to cancel. There is no record of my call or my account being pulled up. I can tell you this does NOT surprise me based on the level of customer service I have experienced the past year. But it apparently was all the manager, Julie, could focus on. After 3 hours spent today on the phone, I finally gave in and had Julie just cancel and back date only four months, the maximum she could do. Now, I will provide some background of my calls and the anguish (yes, anguish) I have gone through to get this done, even though I believe I should have been credited back to Aug 2016 (my initial call to Centurylink, that was not logged).

Background:
Condo put on market and under contract Aug 2016 - I called and thought I cancelled this account since the phone service was for this condo
Oct 2016 - called again to cancel. Rep had hard time finding my account b/c I had no idea what the phone number was (again, this phone was NEVER used. I just paid $35-$39 a month)
- I closed on the condo Oct 2016. No longer own the place the phone service was in. No phone connected.
Oct 2017 - I realize I am still being billed for this. When I saw the auto draft, I confused it with my second home phone line. Once I realized it was for the condo I no longer own, I called.
- I spoke with 2-3 reps (didn't ask their name). I got disconnected TWICE when they attempted to transfer me to some one who could help. Probably wasted 30 minutes.
- I finally got Ron (F0HPFOHP164) on the line and he promised to not try to transfer me. Ron was very helpful. Ron advised not to disconnect account b/c then I could only get 4 months credited back. If I left the account open, he would make sure a manager called me to get this resolved and retro to at least Oct when I can document the condo was sold. Ron really did a great job, although, he didn't record my more recent email which we went over several times. I never got an email from a manager, nor a call.

Dec 2017 - I got billed again and $39 deducted from my account. I call the customer service number on the front page of Centurylink website. I have a screen shot I took when I was 1 hour and 49 minutes into the hold (I stayed on hold for over 2 hours until I finally hung up). Picture is attached of screen shot.
-While on hold, I contacted a web site customer service rep, Cody S. He tried to help but said to call another number b/c he couldn't help. He did make sure I would give him a good rating on the survey.
-I called the number Cody S recommended on my other phone line. Got through after about 15 minutes and spoke with Robin (AB81828). She was very friendly and nice, but couldn't help me more than Ron could 6 weeks ago. She asked me why reps didn't note my account when I called and I responded that I have no idea. I have no idea why he didn't note my account, nor why they disconnect me when I am getting transferred or why I would be on hold for two hours when trying to reach customer service. She couldn't answer my questions just as I couldn't answer her one question.
- Julie did not see notes on my account from my calls in Aug 2016 and Oct 2016. Even though I had proof of frustration, not so perfect customer service, it was all on me. She could see my account was paid every month for 12 years with zero activity. She couldn't have one bit of leniency, because there were no notes on the account. I clearly was stating every single thing I knew, I was VERY frustrated and she was all by the books and didn't take the chance to make a great customer service move.
-I gave up. After hours on the phone today, ignoring my kids and my work, I finally said just disconnect and give me the maximum four months credit. I couldn't believe that was the best she could do for a customer who just spent hours today, on top of hours in Oct, on top of probably an hour or so in 2016. I just gave up so my husband didn't have to worry I was going to have a stroke.

This has become not about the money. This has become about the principle. I hope you recognize this and make some changes. I know I will never go back to Centurylink and I will never recommend Centurylink to any of my friends, colleagues or clients.

I am sure this will never reach the right person, but it sure makes me feel better getting it out. Now, I can go play with my kids.

I don't know where to start. Since June it has been a never ending list of things that have gone wrong. We moved into a new house in June. We had you guys come out and install the fiber optic cable and was then cancelled on 3 times by centurylink while trying to get the rest of the process complete. We didnt get internet until July. And we just barley got our fiber optic cable buried a little but ago... when it was suppose to be done in August. I have tried to bundle my bill with direct tv 3 times. I was just told to call back tomorrow because for some reason it wouldn't let you guys bundle them. But the other 2 times I tired I was told they were bundled and also set up for automatic withdrawal. A couple months go by and I get a huge bill from direct tv and that's when I found out my accounts were not bundled and not set up for auto pay.. so I had to pay a good chunk of money to get my services turned back on. When my direct tv was shut off I called them to get it back on and they directed me back to centurylink and then centurylink said direct tv had to turn it back on and this went back and forth until finally I was connected to someone who I thought was fixing it.. They did get it back on. Then 2 days later it was shut off again for no reason. When I call in I'm always transferred at least 2 times to someone that can "better help me." Every time I call in I give my account number and they can never find me, so ypu guys gave me a new account number and of course, i call in and you guys cant pull up my accouny. I have always been very nice with everyone I have spoken with because I don't think it's fair to take it out on whoever happens to answer the phone but I can't take it anymore. Im really really dissapointed with the communcation and your overall system. It's awful. I feel like I have gone through all this crap and no one cares. I have always paid my bills, I know a couple may have been late but I always pay. I have been told I would receive discounts and I have never gotten any... though I don't care for them. I just want one bill from centurylink with direct tv bundled on, that's all.

Hello,
On Wednesday, 15th of November our Internet went down. A day later a technician showed up and told us nothing wrong with the router. So another one showed up on the next day and told us finally, that the fibre glass in our yard is broken. A few days later, someone called to let us know, it will be fixed that afternoon. Nobody showed up. Since then we haven't hear a word, even I call in every other day. We always hear the same answer: the field supervisor will call you back. Nobody is ever calling back! We are still waiting for a working Internet!
That's the worst part, that no one really cares! Will our Internet ever be fixed and when or do we really have to change the provider? We are a very good client and have brought many clients to you through our work as property manager.

I have called several times reporting that CenturyLink has overcharged my bank account. I am left of hold for literally hours, and the issues have not been resolved. This is happening over the course of 3 months. I finally reached the appropriate party today and the lady hung up on me as soon as I told her what my issue was. This is completely unacceptable.

I am so fed up with this business. I have been with y'all for years since it was gulftel but ever since that has been changed to CenturyLink it has been one big mess. Bills are never correct you spend hours on hours of useless time on chat or calling to no avail. The next bill you get is not correct again. I have never been so frustrated disorganized mess.

On 11/8/17 my wife called in about why are bill was too high. The lady named Angel was our agent on the phone. she informed us that if we change to Direct TV from Prism TV it would be cheaper. sooo no brainer we decided to do it. What a mistake, she gave us a date and time the Direct TV people would be out. Friday 11/10/17 between 12pm and 4pm. On Thursday 11/9/17 our service i ternet and TV was discounnected a full day before the Direct TV install. Called and was told that my serivce would be turned back on. Today is Saturday 11/11/2017 and I still do not have internet or TV serivce.. horrible serivce will never use this company ever again.

Person was here yesterday to fix my internet then it was fixed and then quit! I've been sitting here literally since 8am because I was told they would be here from 8-12. 12 came I called them not them call me got told two...two came they called me and said they would not be able to fix it today and could come out SATURDAY! um excuse me century Link I have classes online that needs to be completed before Saturday! I demanded someone come out tomorrow...got told no available spots...so I said you mean to tell me that you have no spots for people who have already been waiting on y'all and should take priority to be fixed and worked with to have it fixed immediately being y'all have been out here to fix it and it's not...guy says let me call my supervisor...calls supervisor he stated someone would be here first thing in the morning! I ask was this going to be another tell me this and no one show up..he stated someone would be here in the morning first ticket to be worked one...we shall see! I have never been more furious! 😡😡😡 I know it may not seem like a big deal but I actually need the services I pay for!

I paid the wrong account for 2 months and they refuse to correct. I have called 3 different times and they say they are looking into it and then they claim to transfer me but all they do is hang up. After trying to resolve this like an adult, I have canceled my service and will be making a fraud complaint with my bank. The worse part about it is the Confirmation / tracking numbers mean nothing to the company. I guess they give them out to make you feel better.

Been on the phone now for 3 hours...the last person hung up on me. Internet sucks...so inconsistent and we have paid every month one time and early for 14 months. Made my first call to them to report the problem on April 17, 2017. 10 calls later and tons more time wasted they hung up on us! I'm getting a lawyer because they are in breech of my contract!

I just interacted with one of the worst customer service agents I encountered in 10 years. I called - on my mother's behalf (my mother is infirm and I am paying her bills) simply to question your list of local and long distance phone service charges. Since I have not submitted a power of attorney form, this agent would not even offer me an explanation - that is all I wanted, an explanation with no dollar amounts - various charges on the bill. She would not ALLOW me to speak with a manager. That is an absurd policy. An explanation for various fees charged, not the dollar amount, that is all I want.

11:29 AM EST
10/24/2017
[protected]

1. What is a non-telecom service charge?
2. What is a Linebacker at account level?
3. What is a property tax recovery fee?
4. Why is there a long distance line charge?

I am very, very, very unhappy with CenturyLink and am looking for another service provider.

Ruth Peebles, daughter, Power of Attorney

I had called at 11 am on Monday October 23 I was placed on hold had call back 4 different times . I am currently still on the phone my issue wasn’t resolved it’s now 2:35 pm all my issue was they had to change my apartment number my account number was [protected] . It was set for 161 witch was my mistake it was suppose to be set for 261, besides the fact it doesn’t take 3 hours to change an apartment number and set a service ticket to get service installed ! I am very upset this is the worst customer service I have ever dealt with, I use to work for an internet company and this entire company doesn’t know what they are doing calls are monitored my number is [removed] listen to the calls since the day I called you will hear a rep tell his boss he didn’t know what to do with the account. I was sent around and around and every rep placed me on hold for longer than 2 min . One rep before the gentleman Sergio she had hung up her ton of voice was rude . She should be fired .

I originally complained via email to CenturyLink in 2013 for poor, substandard internet service. I've followed up several times via 'chat' and the telephone which has been to no avail. I get the bait and switch... oh, you need to talk to 'so and so' then boom I've been transferred or my personal favorite...they drop me from the 'chat' line because the internet service is too slow. No kidding. Of course, they are full of apologies. Now 2017 I spoke with Julius last Friday night. Took me 3.5 hours to watch an hour lecture from a local university. He gasped when he finally found the problem...the answer very congested service box. CenturyLink told me four years ago they were working on the problem and would be upgrading soon. Julius continued to tell me to go to the chat box on their website to help troubleshoot my problem. Suspiciously, there is not a chat box available on the web address he gave me. Selective availability for our area because I know that I'm not the only un-happy customer here? Is this how they weed out complaints? Turn off our access to the chat option? And finally, I pay $49.00 per month for 1.5 Mbps and yet they advertise on all of their web sites 40 Mbps for $34.95/mo. CenturyLink's business model is inferior and disappointing. Be cautious if you decide to enroll with them. My experience has been absolutely, unequivocally below professional expectations and horrific service.

My husband passes away August 25, 2017. At that time I had a century link bundle with internet, home phone, and dish network. I called century link on September 2 and told the rep that without my husband I couldn't afford that, that I only needed internet. He told me I had to have a tv package to get internet and the cheapest he could get me was direct tv. He sent them out that day and installed. He did not tell me to cancel dish. I assumed that was done. Still getting billed for both I called dish today to get that stopped and they informed me that they could have given me a package for 19.99 plus my internet. Now I am stuck as it would cost me 460 dollars to cancel direct tv. I am very upset that he would take advantage of me during my grief to sell a package. I, 've been with century link for many years, and as soon as this contract is up I will find a new provider.

I have waited for days to get a new jack, because I work from home I have wasted 3 days of pay being lied to by the customer sevice agents of century link. One I dont know who trained the agents that work there. I have been lied to by multiple agents I waited all wednesday for a tech that an agent by the name of belinda told me was coming no one ever showed up and one she never put the order in so when it go to be about 5;30 I called to see what was going on then I spoke another young lady very rude so I ask to her supervisor he told me it would cost to put a jack in. So that I can use this service you have to pay for the install and the monthly charge. I just shake my head. So anyway the supervisor gets on the phone and tell me to go to the store and buy a long cord. I was like really after ive waited for 8 hours and missed money for 3 days. I work from home I understand century link can care less about how I feed my family so today I got an email saying a tech will be here between noon an 4 pm. Guess what time it is and guess who is not here. This is the most liing company I have ever dealt wih in my life. The lies so freely I feel this company is a scam. I feel you should pull all these calls and listen to your agents lie to customers and the century condone it... It blows my mind. Something I have submitted 2 consumer reports and feel like the better bussiness bureau need to be involved for real.

My wife and I have been your customers for the last 18 years, straight.
No worthy complaints until the last 3 years. The area we live in has old lines, and our internet speed LAG suffers greatly. Two great frustrations are as follows; The neighborhood junction box is at the end of my property. Your service technicians are there as much as twice a month. Lately they sit in their truck for as long as 5 hours on Sundays, WITHOUT even getting out. which in turn costs ME money. Which leads to my second problem, my bill. Our plan was $65 -ish per month as of august 2017, then in September it went to $86.44, now in October it is $114.84. We changed nothing. Do you care?

Where we live. We’ve been their 9 years. We have nothing but problems with our phone and internet connection. I’m calling at least 5 or 6 times a year. Usually it’s when i’m tired of dealing with it. That’s mainly the internet. It’s either one or both that goes out. Or poor connection. According to a supervisor tect that came out a couple of years ago the phone line are very old. I believe it because even most of your outside service boxes up and down the road are busted open exposing it to the elements. Now about 2 years ago y’all ran fiber optic cable. You stopped about a mile from my house. With no intel on finishing the run. Now on the other direction from y’all is cable comcast.

August 16, 2017
I was told by your rep. Aurora on 8/1/2017, when I asked for our change of location to be processed, that there would be NO CHARGE for the modem or the tech fee when our service was turned on again at our new address. I have talked with your customer service people 3 times now and have been told that they will not credit my account. They say there is a credit on my account...however, there is NO credit anywhere on my bill for the modem that was installed and that I was charged for on 8/18/2017 on my latest bill. Today, 10/5/17 I have spoken with Derek at 2:35pm - he let me go thru my whole story and then transferred me without telling me he would transfer me and then suddenly I'm speaking to Toni (female) at 2:40pm, she starts out the conversation nicely but when I begin to disagree with her about me having NO credit on my bill for the $99.99 charge for the modem she becomes rude. Toni does not let me talk, she runs over me when I try to say anything and tells me that I've already received a credit. I've never known any company to credit someone for a charge that has yet to be billed for. I asked Toni for a Supervisor to speak with...she is extremely belligerent by now and tells me she will DEFINITELY be GLAD to transfer me to a supervisor as soon as she completes her notes to tell the supervisor EXACTLY what is going on. So I get transferred finally (after Toni puts me on hold...saying nothing else) and I stay on hold not knowing if someone is coming on or not and eventually I get someone who says his name is Zach after I asked his name but I get the feeling he did not give me his real name. He listens to me but rarely responds when I'm speaking, so much so that I continually ask if he is there. He tells me I have a credit, I will not be given a credit for the modem and when I ask for his supervisor to speak with, he tells me there isn't one. SO...today, at 2:35 I called your Customer Service line [protected] and I did not encounter ONE person in your system (including your automated system that disconnected me the first 3 times I tried to get a Customer Service Rep) that was courteous and helpful. I have copies of both my bills and I have nothing on either of those bills showing me that I have a credit for the modem that I was TOLD I WOULD NOT HAVE TO PAY FOR. The charge for the modem is $99.99 and nowhere on either bill do I have a credit for $99.99. I was also told by Toni that for the period of time between my old location and the second billing for September that I was charged at a higher rate than my account should be. We have been your customer since living at 2402 NW XXXX Street, Ankeny Iowa in 1998. then 2326 NW XXXXXX St, ANkeny, IA 50023 and now 301 NE XXXXXXX Dr, Ankeny IA 50021...so many people have told me to cancel our home phone because THEY HAVE but we keep it because my husband has had 2 serious health issues and should I have to call 911 I want that direct link to the 911 system here in Polk County Iowa. We have been good customers and have always paid but your representative tells me that I don't have to pay for a $99.99 modem and yet you charge me for it, so I call to have the error corrected and your customer service people are rude and don't care. More and more people tell me they refuse to have a home phone anymore because it's just too much of a hassle to deal with Century Link. I'm so disappointed and hurt. I've always done right by you...yet your people are nasty to me. Toni, the 2nd person I spoke with told me that she would give me a $40 credit because I was overcharged for the end of August and first 2 weeks of September but I'm pretty sure I will never see that on my bill because none of what your customer service representative's promise comes to pass. It's up to you folks to let me know if you will do right by us and credit us or will you lose yet another customer?

I called Century Link in mid August 2017 to schedule internet service and gave them the date of my move of Sept 23rd. I received a call from them 2 weeks later stating they were coming out on the 12th of Sept. I told them I hadn’t moved yet and it wouldn’t be til the 23rd. They replied and said that now they would have to reschedule my install date because it was listed wrong and now it wouldn’t be until mid October. After several calls to Century Link we agreed that was not an appropriate date of install and then had me scheduled for October 3rd from 8-5. After spending the entire day home and taking off work, no one called me or showed up. I made several calls to find out and the only response I received was that the tech was aware and will call you when on the way. It is now the following day and I called Customer service to find out what happened. They tell me sorry but we have a tech scheduled for today now. We made sure dispatch and Field Supervisor was notified and assure you will have a tech out today between 8-5. Again, I took the day off and waited. Still not tech no call. So today I’m out in the neighborhood and I see a Century Link installer and asked him if head me on the list. He said no. I asked him how far back did these customers have to wait in order to get service, he said they called a week ago. I am so fed up with the lack of communication and transparency between customer service and the field techs. The absolute worst experience I have ever dealt with and guess what? Still no device, no tech!

10/04/2017, 11:45am [protected] Minute Phone Call), I spoke with a representative regarding my account that I closed 09/12/2017 and wanted to know why I still had a Balance after I paid the last bill in Full on 09/24/2017 ($153.61), she said it was for an Early Termination fee on my 3 Year Core Connect Contract, I then asked to be transferred to a Supervisor which took over 20 Minutes till I spoke with a Supervisor Named George and I asked him to help me will my billing as I was still receiving a Bill for an Early Termination charge and that I wanted him to look at the Contract which I attached to this Complaint that I signed and agreed on 06/19/2014. George repeatedly ignored my request to view that Contract with me to show that there was a discrepancy in my Billing and that I was in fact out of Contract when I cancelled my service, George was very Abrupt and kept saying that he was going to end the call because I refused to look at my current bill, which I already looked at, Thats why I was calling and speaking with him. He never once looked at the Contract I asked him numerous times to look at and go over with me, he then after numerous attempts with no avail. HUNG up on me and I would like for him to be given a written reprimand for hanging up on me and I would like for this Early termination fee to be removed from my bill. Thanks for Listening to me.