I got Century Link (CL) on chat online to find out what kind of internet speed that I am paying for. Their answer was 1.5 maps. I wrote back that I am only getting .66 maps according to speedcheck.net. In seconds, i had a reply back that CL new about my area being at or near capacity and that the "engineers" are working to resolve it with no promise of any date of completion promised. Is there any recourse to this? Basically they are saying that CL knows it has a problem, but we are not important enough for the problem to be fixed.

I am having great difficulty in getting Century Link to disconnect my services. I called and got a disconnect order on Feb 25. The representative (on the phone) told me that I would be receiving a $103 refund, as I had recently paid my bill for the month, in advance. On Feb 28 I was billed $127 for another month in advance. I chatted and called and spent hours of my time trying to get the service disconnected, but all that they would say is that the disconnect order "did not go through". The only thing they would do is create a new disconnect order, as of Mar 4, and told me that I will have to pay the additional $127 for March to April.
I have no way to know if they will ever disconnect my service, or if they will just keep refusing to disconnect and keep billing me.
This is obviously INTENTIONAL FRAUD AND BULLYING.

Disceptive marking sells one thing and billing sends you a bill for something completely different. At least two key issues: (1.) Confusing use of terms like Bundle, Package, Promotion allows the marketer to sell one thing - making big promises that sound competitve but are actually the beginning of sky high UNBUNDED fees and sur charges that no one in their right mind would agree to. ( 2.) They will provide NO written agreement so that your 1st bill is the only thing you have to understand that you have been sold something you never wanted. Then the scam is huge disconnect charges ($200 to disconnect the internet before the end of the contract.) The best you can do to avoid big disconnect is escalate with the customer service rep, until you are able to change your agreement (oral of course so who knows whether you get what was agreed to) so that you have only a 1 year contract for the lowest level of services possible. Moral: Dont do business with these people and if you have the unfortunate luck to be ensnared, ratched down and escape with your life.

I am 70 years old and have never dealt with a service provider that is so inept and dishonest. I like the service they provide, but their billing practices border on fraud. I have been charged a different price each month for the past 15 months. I have only two or three times during this period been charged what I was promised. I have carefully recorded the names, dates and details of my calls with their billing department. I was promised a 12 month contract at $115.05/month. I only enjoyed this rate for two months out of fourteen. At some point I was told that this rate given to me by a Century Link employee was a mistake, and that the company would not honor it. I was then promised a rate of $133/month. That never happened. I have had to call in almost every month to ask them to correct my bill. Each time I have to spend up to 2 hours on hold, speaking to one person, waiting to be transferred to another, and then another, then to a supervisor, then to their retention department or their special support team. I think Century Link should be investigated by the authorities for clearly dishonest business practice at best. It is my understanding that class action lawsuits are not possible because of an arbitration clause in their customer agreements. This should however not stop action by regulatory authorities to prevent this dishonesty and protect consumers. I plan to file a complaint with the FCC and any other federal, state or local consumer protection agencies. Based on the huge number of ongoing complaints reported, I am not sure this will help. The company seems to ignore complaints and dos not seem to care. Anybody have ideas how to solve these problems?

I was quoted $107/month for one year for a Package deal. Yet, I have to call them every month to have them adjust my bill to conform with their quote as they constantly charge me at least $20 more than the quoted amount.
Very unprofessional way of doing business.

On August 5th I signed up for 12mps internet service via a live chat on the Century Link website. The sales rep told me the cost of my new service would only add $10 to my monthly bills (previously averaging about $75 with a DSL line); that he would waive the rate increase for the first year; and that he would send me a free modem. I have saved a transcript of the live chat. About a month later my bill came in $100 higher than what I have been paying. I emailed customer support to point out the error between what I was sold and their billing. On September 12th I received an email reply saying I had to telephone customer service to get help. On October 14th, I called customer service, twice. Each time I talked with two different service reps for a total of four people. To each rep I explained my problem and asked to be connected with someone who had the authority to deal with my complaint. I was told various things: that the rep was getting a manager; that managers did not take calls; that I had to be transferred to the “escalation department”. This never happened. Instead I was put on hold and basically abandoned. I wrote down the names of the last two reps I spoke to: “Stephanie” (about 5:25 pm) and “Justin” (5:27–5:41 pm). At that point I sent off letters of complaint to the Washington Attorney General and others, including Century Link Corporate. After the Attorney General contacted them Century Link responded essentially sticking by their billing scheme instead of what I had been offfered and giving me a small discount on my bill for a limited period of time with the opportunity to return the equipment that I had bee told would be free, if I did not want to be billed for it. No apology for the bait and switch, no sticking by their word. The Attorney General says it has no power to change their actions and my only recourse is to hire a private attorney. I have sent documentation to prove they promised me one thing and are billing me for another to the FCC as well, with no response. It's amazing that Century Link can continue to operate this way with impunity.

I can't say enough bad words about this company. They are truly the most incompetent, unprofessional, downright nefarious company I've ever had the displeasure of dealing with. Honestly, how they have managed to stay in business is beyond me.

Two years ago, due to a long-term project for my husband's employer that took us to a new state, I put our home phone and internet service into vacation status. The moment I did that, we started having significant billing issues. Our bills weren't cheaper (as they should have been) - they were higher! I would call each month and spend an average of 45 minutes to an hour on the phone trying to get it resolved. Each time, I got the same speech - 'I'm not sure what's causing this, but I'll credit your account and send this on to our escalation department so they can track down what the issue is.' That was fine the first few times, but eventually I got tired of spending so much of my time and energy each month dealing with it, so I started just paying the bill and calling in every other month or so to have it adjusted. It really started to take an emotional toll so I was hopeful that once we were back in our primary home and were able to take it off of vacation mode, that the issue would be resolved. Nope, no such luck. It went even higher! By this point, my anxiety level was through the roof. I was reduced to tears due to the constant frustration and I started having physical symptoms as well, including upset stomach, vomiting, even diarrhea. I lost business due to being on hold for sometimes up to an hour - yes, an hour! - and not being able to deal with my customers quickly enough (I work in a field where the opportunity to make money can be lost in a matter of minutes if I can't respond immediately to my customers requests). I lost my usually polite and good-natured attitude when dealing with them these past few months and today I had to use the 'A' word - attorney. I AM DONE WITH THESE PEOPLE! I've spent over 25 hours on the phone with them (not including a couple of the lengthier 'on hold' times) and countless hours going over the bill myself trying to figure out where the issue was. It's insane the amount of time I've invested in trying to tet them to do their jobs CORRECTLY! Today they assured me (like I haven't heard this before :eyeroll: ) that this time, the issue was in fact resolved. If it's not, they won't have to worry about hearing from me again, because as promised, I'll pass it over to my attorney and let him deal with it. It's like some cruel practical joke that they're pulling and I'm tired of it. If my next bill isn't correct down to the penny, I'll sue them for pain and emotional suffering on top of loss of potential income. If there were any other options for phone and Internet service in my area, I'd have switched long ago.

I signed up for a bundle with CenturyLink and Direct TV. My second bill was 197.39, none of the promotions were credited. I called and was told no it was Direct TV"s billing error. After a couple transfers I finally had a agent with Direct, Brian he looked at my account and said they had the credit so CenturyLink didn't bill correctly. He set up a 3 way call with them and explained where the error was. We spoke with several people during the 1 1/2 that we were dealing with this and nobody could fix it nor would they let us talk to a supervisor, they would transfer our call to some where else. I tried calling CenturyLink on my own again and again after dealing with 3 different people nobody would let me talk to a supervisor or fix the problem!
If you are thinking about going with CenturyLink, really think long and hard, how much money do you have to pay over billing, sit on the phone to get nothing resolved, their customer service is awful! I have bearing been with them 2 months and I will be cancelling service with them, I can not afford to pay for their billing errors!

After being told I was to pay +/- $126.00 mo., complete w/"discounts", LESS taxes, for the triple package (Prizm preferred/phone/internet), my FIRST bill shows $246.32?!

Reps, even one (supposed) 'manager', ASSured me, that the bill would be such.

When I received said bill, it was obvious that a serious billing error had occurred. I then, contacted CenturyLinks' number, listed on the bill: 1-877-343-2224 and spoke w/a 'brian' (location unknown).

"Brian" informed me that the bill, in the amount of $246.32 was correct, being that those "discounts" don't apply to this (March) bill, because hook up occurred prior to the BILLING date.
So, in effect, I am being charged a "FULL RATE", of $246.32, devoid of any discounts... based on the fact that the "discount" rates given, don't apply, due to a ONE DAY DISCREPANCY in billing?!

A supposed "manager" at this company, got on the phone, PRIOR TO my acceptance and, hashed out the cost(s), which would include a discount reflected upon of my status as a "Disabled Veteran".
We agreed upon a monthly fee of $126.00 (minus tax), for a period, not to exceed one year.

So, as you can plainly see the "Contract" has been clearly breached.

As it is in any "Contract" a signature is required, OR, a verbal agreement is made, to any information stipulated in a contract.
So, with that said, CenturyLink does NOT have a leg to stand on, with their use of being "Locked In" to a "One Year Contract", if they fail to disclose any additional fees that may apply, that changes the language of said contract.
Theoretically and on its face, this contract is "Null and Void", if CenturyLink fails to disclose any fees, reflecting hook up fees, up front fees, or any fees not usually paid each month hereafter.

Any hidden fees are to be disclosed prior to any agreement, as to not shock the consumer and/or defraud them.

I'm sure CenturyLink has pulled the same stunt with many other accounts.

As I'm sure that they are aware, defrauding the public, is a Federal Offense.
By not disclosing that I would be paying a FULL PRICE, on my first months bill, due to the ONE DAY billing cycle discrepancy, constitutes a FRAUDULENT ACT.
Afterall, who in their right mind, would pay $246.00+ per month for cable service? I would have stuck with the other lousy cable provider at $134.00 per month.

Yes, everything you heard about this malicious, incompetent, arrogant company is true and more! I will not bore you with details. Suffice it to say that the company is organized to bring customers in by outright fraud. I knew their systems were substandard, but that was all I needed. No sense in paying for services I did not need or use, (their technology has a ceiling) and their infrastructure would be a nightmare to upgrade, they are well aware of its pathetic limits, but they create press releases to obfuscate and create the impression they are actually high-speed. They tout new fiber-optics that the consumer will see miniscule benefit from. Into tiny phone lines yup average upload .35 mbps lol. Sounds good for sales purposes and bringing in unwitting customers with promises that are impossible to keep.

The saying "pi$$ on them but tell them it's raining" is SOP. In a nutshell, that's how they conduct business. Fraudulently bill over the contract for substandard services. They sure try to get away with it.

Cr@p sure runs downhill, right from the top. What can you expect when the corporate environment is rotten? I discovered that in the course of doing business with them. When they dishonored agreements, we held them to it, until they became evasive and started passing us to different departments, non-existent connections, multiple disconnects. Typical scam operation. Yes, they will do everything they can and use any convenient excuse to dishonor their agreements. I am going to see them in person with all my paperwork, where they cannot hide behind a line on "hold".

We cancelled our Century Link Service in January of this year (2014). We were sent the modem back as requested as soon as we received the packing boxes (within 3 days). We received an e-mail letting us know they had received it. This week, June 19th, we received a COLLECTION notice charging us $108.34 for an unpaid bill. When we called Century Link, they told us it was for an un-returned modem. We asked why they sent us to collection without billing us right away so we could show them the e-mail. After all, we have not moved and they had our address. They said they did an inventory in March and they dropped the ball on that. Did we have the email verifying that they received it? We asked them if they kept e-mails like this for 6 months? We are now on a collection file and to clear our credit, which is in the 800 range by the way, we had to send in a check for the amount to clear us. THIS SEEMS LIKE A VERY CLEVER WAY TO COLLECT MONEY NOT OWED TO THE COMPANY. We now have no way to prove we sent it back. We will be filing a complaint with the BBB and the FTC.

I have been a CenturyLInk customer for at least 15 years. I received a brochure in January 2014 that read "To thank you for being such a loyal customer, were making it even easier to save. Just call CenturyLink for an Account Review, and you'll get $10.00 off your CenturyLink services for 12 months! Great....I made the call and went through the review: It was determined that I could switch from Dish to Direct TV and save a few bucks and get better HD picture quality. It was also determined that since everyone in my family has cell phones, and all we received on our land line was solicitation calls, that I could do away with that service and save about $35.00 per month. Also by initiating the TV service through CenturyLink, I could have DIRECT BILLING for my Direct TV and save another $5.00. The first month was fine, and then the discount promises fell apart.

No Direct Billing discount the following month. The CenturyLink representative stated that I had to subscribe to a morexpensive package to get the discount. This contradicts the letter I received from Direct TV stating "Thank you for your request to integrate your DIRECTV billing with CenturyLink onto a single bill. In addition to your crystal clear picture, and exciting programming and exciting programming, you will begin to receive CenturyLink customer savings on your upcoming monthly savings. Of course the CenturyLink rep was apologetic and said they appreciate my business, but I wouldn't get the discount and there was nothing she could do.

Next was the missing discount promised for the account review. Transferred to the RETENTION Department, a different CenturyLink representative said that the Account Review discount only applied if I have a home phone with unlimited long distance service. NOWHERE on the brochure was this disclaimer present. The rep said that the brochure was sent out to target customers with phone service to expand their bundling services, and that is why I received it. The brochure states "When you call for an Account Review, our staff will help make sure you have the services you need...not the services they want me to have to maximize their monthly billings and revenue stream. In fact it was the review that revealed I didn't need the land line in the first place and it was the CenturyLInk rep providing the review that pointed out that I was had a duplicating service and should cancel the home phone.

The representative was apologetic and he said they appreciate my business, but I would not get the discount and there was nothing he could do for me.- seems like I have heard that before while I was getting hosed about the evaporating discount I was promised for Direct Billing my TV service through CenturyLink; I see a clear and definite pattern with CenturyLInk - Promise discounts to entice the sale / Break the promise (Bait and Switch) / Apologize that you won't receive the discounts and advise them there is nothing more they can d0 - And MOVE ON.

Any aggressive young attorneys wanting to make a name for themselves interested in filing a class action suit?

I have been a long time customer with Sprint ---- Now Centurylink at my home and business in Leesburg, FL. Several months ago I called Centurylink to see if there were any packages to lower the phone bill and to increase the internet speed.
The agent told me that they had a plan that would lower my home phone and internet bill by $50.00 per month and the business phones and internet by $200.00 per month while increasing the internet speed from 10 megs to 20 megs using their new “bonded” system. I would pay for the installation of the bonded internet and a rental for their bonded modem.
The agent told me that I would need to retain the 10 meg DSL line in addition to the 20 meg at the business to get this “Special Rate”.
I had no reason to question the agent as I have used the services for many years and felt that Centurylink was a reputable company.
The installation of the higher speed bonded system was a nightmare at my home and office. This was not the fault of the technicians, they were the saving grace, rather the fact that this was a new technology for Centurylink and improper information was given to the technicians over and over again.
During the three (3) day installation at my office that should have taken one (1) hour, the technicians questioned why we were keeping the 10 meg DSL service. When I explained that the sales agent told me that it was a requirement to get the total service bill lowered $200.00 per month, they all stated that that could not be correct.
I contacted the sales agent who once again stated that keeping the 10 meg DSL service was required to save $200.00 per month at the office and went on to say that I would be lowering my home service bill by $50.00 per month.
When I talk with a company that states that it records my conversation for “accuracy” I automatically document their conversations with my USB Phone Recorder.
The first bills received at the office and home were much higher, mostly from installation fees. Now that the bills have stabilized, the office bill increased by over $100.00 per month ($300.00 differential from what was sold) and the home bill increased by over $50.00 per month ($100.00 differential from what was sold).
Centurylink is like Hogan’s Heroes,” I know nothing”. They do know that changing providers has a large upfront fee and are betting that we will not do anything.
We have consulted with our legal consultants and are going to file in small claims court under bate and switch, using the recorded documentation we had saved from the Centurylink sales agent, twice. Without doubt this is a slam dunk, the bigger issue is what they will due to correct the issue on future bills and if it will be necessary to pursue this under Florida Regulations dealing with Bait and Switch and Unethical Business Practices of companies licensed in the state.
I will keep you informed…

I NEED AN ATTORNEY THAT WILL GO AFTER PUC AND CENTRYLINK
Phone 3032786226name Jon
I have a 1 hour conversation with CentryLink (CL)I plainly asked what is the minimum up link speed that I am paying for I was told 1.5m
I said it was currently .43m he sent me to tech he said I was only paying for .8m upload I said I was told I was paying for 1.5m
Either way the service is poooor.
Colorado has a law called bate and switch. I was told it is supposed to be a min of 1.5m upload now it changed and they want me to move to another tier or more money to get what they said I already had.
THIS CONVERSATION WAS RECORDED BY ME I HAVE THE PROOF THEY ARE LYING.
Misunderstanding or not the guy gave me the information as a Representative for CL Makes it a contract with me.
ALL I Need is an attorney that will go after centrylink I have all the proof.
Ps speed slowed more after call 2.37m down .42m up

Recently, I decided to leave Comcast after they had raised their prices on us in 20 dollar increments three times over the last 6 months. Given the task, I set out to find a new, better, and cheaper company than Comcast. Searching the internet, I came across the CenturyLink's website, which was offering a land line phone and internet package starting at $19.99/month, price lock-in guarantee for five years . So I called them up to ask them if this offer was too good to be true, and of course, how fast the internet was that came with the package.

The person whom I spoke to told me that I needed to get a land line, and that the internet speed would be 10 mbps, I then asked the price, and I was told it would be $43/month before taxes. I thought that was an excellent price, and accepted the offer for internet and phone bundle for $43/month. I set up the account, and was asked if I would be renting a modem from them monthly, which I said yes, until income tax time, in which we will buy our own and return theirs, and I was told the modem would cost $6/month to rent from them. I accepted that and when I was asked if I would need someone to set up my modem when they came to hook up the internet for $85 dollars, and I declined, I'm very computer savvy, so setting up a modem was nothing to me. I was told they would send the modem via UPS, and that it would be here before the guy came to install our services. When I asked if the installation was going to cost anything, I was told there would be no charge. All was well and I hung up a happy camper.

The Modem came way after the guy who came to hook up our services, by the time we got the modem, he was long gone, and we ended up having issues with our internet that made us wait another day for our services to work properly, because the modem didn't come when it was suppose to, because the rep that originally set us up, didn't mail it out, and we called a day before the guy came to hook us up, only to find out the modem was sent the day before I called. It has been less than a month and I have received my first bill from CenturyLink, and my jaw hit the floor forreal, when I saw my $350 CenturyLink bill. You've GOT to be kidding me!! They charged $99 dollars for a modem they didn't even hook up, I hooked it up. They charged me $22 for UPS sending me the modem, they didn't tell me it was going to cost money to send the modem or I would of drove 14 miles to the nearest CenturyLink and picked it up myself. They charged a service fee, for them to come out and turn on their own services, the modem was actually $7/month, and when we called to complain about the $99 charge for the installation they never did, they told me that my monthly bill was going to be $66/month before taxes!! I told them that couldn't be, because when I set up my services, I was told my monthly bill was going to be $49/month, which included the $6 modem fee. I was then told I was misquoted and they will not give me the services for what I was originally quoted for, and there were no notes on my account stating the quote I was promised, which means they can't help me.

I feel beyond cheated. They baited and switched me, and I think that is extremely unfair. Company's shouldn't be allowed to LIE to new customers to reel them in and then change the prices on the next bill. Before I got this bill, I was telling my friends what a great company CenturyLink had been so far, before I realized they lied and deceived me. Now when one of my friends asks me advice on my current internet company, I will tell them to stay far away from CenturyLink, because they did nothing but scam and rip me off. I left Comcast for them, Comcast gave me 5mps of internet only for 70 dollars a month, and the only reason we left Comcast for CenturyLink was because they quoted me for a $49 monthly bill, which would of saved us about 20 dollars a month, but instead, after taxes we are left paying 15 dollars MORE than Comcast.

CenturyLink, they will probably lie to you too, stay far away from them and their scam and find a company that wont rip you off. I plan to leave CenturyLink and go back to Comcast because I don't want to give my money to a company that has to LIE and DECEIVE me and other new customers just to suck us in and rip us off. Shame on them!!

I was charged 150.00 for 1 month's internet.I wrote them that I thought this was outragious!!! Did no good.They lied to me and told me my internet would be 60.00, what can you do? They already sent my bill to a collection agency.I have to pay it so they don't ruin my credit!!! I hope they get sued for their crooked business practices!

At the moment I have to go through Century Link for my internet. They lied about how much my services would cost and bundled me into a contract. I'm paying twice as much as I was for internet before I bundled, and to be honest I didn't see this one coming at all. I've never done business with any entity that said here's your total cost, locks you into contract, and charges you something totally different they claim you agreed to. Shame on Century Link for their horrible ethics and morals. I hope the supreme court will hear out a case similar to mine against Century Link so that a class action lawsuit can be applied. They're not going to stop doing this without the help of the courts.

I worked for Centurylink in customer care for almost 2 years it’s truly a terrible company. Centurylink does not have a dedicated customer care department it’s a sales department. Centurylink looks at the calls to customer care as $$$$ signs. They looked the other way when top sales associates slam accounts with products and services. If you weren’t top in sales you are treaded like dirt and always threatened to be fired if you didn’t meet sales quota. People would get fired on a weekly basis and the training classes which we called our replacements were constantly churning out new agents. I’m shocked they don’t get giant fines for over billing. To give a couple examples for the state of Florida during the full year of 2011 when a customer went on vacation mode they didn’t get the discount unless the customer called in every month for it and when they came back from vacation the system would charge them a $53.00 connection fee. Another example when a customer calls in to add a call feature the system auto charge the account a $53.00 connection fee as if it is new service. Centurylink was aware of these over billing problems and never fixed them. I would give thousands of dollars a month in credits because of the dishonest over billing. These are just a couple examples of many! You know you work for a bad company if you won’t even subscribe to their service. I started to look for a better job when I received my first write-up for falling short meeting quota I had 89.10% and I need 90.00% to goal to meet quota. I’m happy to report I no longer work for Centurylink as they are paying for me to look for another job via unemployment. Two weeks after being fired Centurylink is downsizing because sales are bad and the call center I worked at in Altamonte Springs Florida is closing on June 1 2012 and everyone is being fired. I can’t say I feel bad for the supervisors! You should stay away from this company at all cost!