BBB Warning: CenturyLink

January 27, 2017

DENVER, CO — Better Business Bureau Serving Denver/Boulder is issuing a warning on CenturyLink for advertising claim concerns, a pattern of complaints, and government action. CenturyLink has been in business for 49 years and its headquarters are at 930 15th St, 11th Floor in Denver. As of January 26, 2017, the business has 11,954 reportable complaints in a three-year period.

Advertising Issues:

On September 22, 2016, BBB contacted the business in reference to claims within their website at using questionable sales tactics, “up to” price savings and “free” claims, and guarantees that lacked terms and conditions. The BBB requested that a number of claims be modified in accordance with the BBB Code of Advertising, through which BBB reviews local business advertising and challenges any potential false or misleading ads to protect consumers. While the company acknowledged Better Business Bureau’s request, no modifications have yet been made.       

Pattern of Complaints:

BBB has identified a pattern of complaints which it has reviewed with the business so they are aware of consumer concerns and can work to fix the issues, protecting future buyers.

CenturyLink consumers are alleging sales practice issues with this business. They state they are often charged more than the price they agreed to when signing up for the service, and that they do not receive the speed and quality that is promised by sales representatives. BBB has also received several complaints regarding customer service issues, specifically that the business is not responsive to their questions or concerns, or will offer to reduce rates but the customers tell BBB the reduction does not go into effect on their bills.

One consumer explained that they have contacted CenturyLink 47 times since signing up in order to have the overcharge fixed, but the bill has not reflected an adjustment.

Government Action:

On April 5, 2016, The Arizona Attorney General agreed to an entry of Assurance of Discontinuance, as the Arizona Attorney General believes CenturyLink has engaged in acts and practices related to its billing and provision of customer services to Arizona consumers who purchased telephone and high speed internet services that violated the Arizona Consumer Fraud Act.

Due to the pattern of complaints, the Arizona government action, and failure to correct advertising concerns, this business now has a C rating with the BBB.

For more information on CenturyLink or to view details on the Government Action, access their BBB Business Profile at

Consumers who have similar experiences with this or any other company can file a dispute or customer review at