Complaints

This profile includes complaints for CenturyLink's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  CenturyLink

  931 14th St # 10 10th Floor Denver, CO 80202-2994

• 

  CenturyLink

  5300 Recker Highway Auburndale, FL 33823

• 

  CenturyLink

  P O Box 52187 Phoenix, AZ 85072

• 

  CenturyLink

  P O Box 153000 Altamonte Springs, FL 32715-3000

• 

  CenturyLink

  630 N Wymore Road Suite 300 Maitland, FL 32751

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 20, 2025, I contacted Quantum Fiber support via live chat to cancel my internet service and request a partial refund for unused prepaid service. The chat lasted over 1 hour and 19 minutes. I was transferred from an agent (Rainier G.) to a supervisor (******* B.), who confirmed that my service was canceled and a refund was initiated under case #********.I was told that an email confirmation would be sent. However, later that evening, I received an email stating that no changes would be made to my account directly contradicting what was confirmed in writing during the chat.I still have not received a proper cancellation confirmation or refund email. I have screenshots, a transcript, and the case number showing that my cancellation and refund were agreed to and processed. I also have a copy of the full chat with the representatives. It is unacceptable that the company misrepresented the outcome and placed the burden back on me to follow up.During my chat with the representatives, I had to repeat myself anywhere between five and 10 times stating I wanna cancellation and stating I want to talk to your supervisor, and I was given the runaround and excuses.

  Business Response

  Date: 07/21/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **** **********. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  After review, the account was deactivated on June 20 in accordance with the customer's request. Although the initial refund was declined per company policy, an exception was made as the customer had been informed he would receive one; consequently, a refund of $18.67 was issued on July 10.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my service effective 7/1/2025 and am being told that I have to pay my bill through 7/15/2025 even though I will not be using their services past 7/1/2025. I was told that they cannot prorate or send a refund.

  Business Response

  Date: 07/19/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms. ******************* review:
  
  The customer was advised correctly; there isnt prorated billing or prorated adjustments applicable on this customers account.
  
  ********************** acknowledges the customersconcerns and apologizes for any issues, inconveniences, or poor customer service that may have been experienced.
  
  Sincerely,
  
  ***** S
  Executive Office Case Manager
  Customer Advocacy Group
  ********************** 

• Initial Complaint

  Date:06/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cant get answer from them cant get help just not good

  Business Response

  Date: 07/16/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***** *****. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  Upon review, 
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.  We have verified that the repair team has spoken with customer and restored internet service. An out-of-service credit has also been applied to the account.
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:06/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with CREDENCE RESOURCE MANA , I do not have a contract with , , *** COMMUNICAT they did not provide me with the original contract as i requested

  Business Response

  Date: 07/19/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr. ******************* review:
  
  The customer states they do not have a contract with *** Communications, which I cannot confirm or deny, as this complaint was submitted for review by CenturyLink.
  
  Mr. ****** does have an outstanding balance of $594.02 on his canceled CenturyLink account ending in 0921.
  
  CenturyLink acknowledges the customersconcerns and apologizes for any issues, inconveniences, or poor customer service that may have been experienced.
  
  Sincerely,
  
  ***** S
  Executive Office Case Manager
  Customer Advocacy Group
  ********************** 

• Initial Complaint

  Date:06/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Longtime customer of ******************** Internet since 2013, internet goes out saturday morning and no repair is available for many weeks. No way to get in touch with a USA based customer service, no info provided when repair might be complete. The next months bill arrived, but we still have no internet. ************ confirmed that its an issue on their end, but will not repair the problem.

  Business Response

  Date: 07/17/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **** ********. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review, repair records reflect that no internet sync was reported on 06/14/2025. As the trouble could not be resolved remotely, a repair ticket was entered. A field technician was dispatched on the due date of 06/17/2025 but was unable to restore the service. The repair ticket had to be referred to a specialized team and has been escalated. We are hoping to have the issue resolved within the next couple of days.
  
  CenturyLink apologizes for the service trouble and for the delay in making the necessary repairs. On 07/17/2025 a one-time credit of $65.88 was provided for the time without service and a credit of $18.00 was provided to remove a late fee. We regret the frustration and inconvenience encountered because of this issue.
  
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Internet went down 6/19/25. Tried contacting Century Link about the problem and have had no help. They keep disconnecting or just simply wont answer me. I work from home and my internet Is crucial. It is now 6/20/25 and they still are not helping. This is the worst customer service I have ever encountered. Please help me get my internet working. And hold them accountable.

  Business Response

  Date: 07/16/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by 
  ******** ****. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  Upon review, 
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.  We have verified that repait Ticket ID#: Ticket ID#: ******** was cancelled on June 20th per customer request. If they are still having service issues a new repair request would need to be initiated.
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Youre guys internet has been super slow for the past year I am thinking of moving onto a different internet if you guys dont fix this. I cant do anything with your guys internet it so bad and laggy I will not be spending anymore money on you guys if you dont fix this.I have called about four times for you guys to fix this s***

  Business Response

  Date: 07/17/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****** ******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review, the customer placed the account on pause on August 27, 2024 rather than deactivating it. The account auto resumed 270 days later on April 16, 2025. I have refunded the payments made on ****** **** and June. The account has been deactivated as of 6/18/2025.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1.Service ******************************* address: 2019 ********************************************I moved out and formally requested cancellation effective September 1, 2024, because my new residence (******************************************************) is outside their service area.2.Unauthorized Billing Despite cancelling on September 1, 2024, CenturyLink began charging my bank account $70 each month in April 2025, May 2025, and June 2025 (total $210), 7 months after cancellation. I only noticed these withdrawals when reviewing my statements in June 2025.3.Companys Handling CenturyLink claims they have no record of my cancellation.They refuse to refund the three months charges, insisting I must dispute them through my bank or merchantwithout addressing the root issue and how they did not charge me for 7 months and than randomly started charging me again. Telling me I should have been better to check my bank account like them. According the representative ***** I spoke with ID number provided by ***** (ES9095364)4.Why This Is Unfair I have not lived at the ******* address since September 1, 2024, and received no service.Continued billing without providing service or honoring the cancellation violates consumer-protection standards and CenturyLinks own policies.Resolution Requested 1.Full refund of $210 for the AprilJune 2025 charges.2.Written confirmation that my account was closed as of September 1, 2024, and that no further billing will occur.

  Business Response

  Date: 07/17/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****** ******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review, the customer placed the account on pause on August 27, 2024 rather than deactivating it. The account auto resumed 270 days later on April 16, 2025. I have refunded the payments made on ****** **** and June. The account has been deactivated as of June 18, 2025.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contact Century Link on December 10 to put my account on vacation hold and they did not. They are asking me to pay $55 a month and I never received an email from them until I got a hardcopy in the mail. Tell me I was in arrears.

  Business Response

  Date: 07/18/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr.*******.
  
  Upon review:
  
  It is the customers responsibility to check their billing regularly and notify CenturyLink of any discrepancies with that service and related billing.
  
  When a customer calls in for assistance and their account is accessed at the request of the customer, the account is given a time stamp noting the consultants identification, the date, and the time as well.
  
  There are no time stamps or notations indicating the customer has ever called and requested that the account be put on vacation suspend.
  
  Due to lack of documentation on the part of the customer, such an order number, name, date, or time that indicate an order was attempted or a call was placed requesting such, the balance due is valid and sustained
  
  CenturyLink acknowledges the customersconcerns and apologizes for any issues, inconveniences, or poor customer service that may have been experienced.
  
  Sincerely,
  
  ***** S
  Executive Office Case Manager
  Customer Advocacy Group
  ********************** 

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late April, the company started charging me monthly fees for indoor wire protection. All I wanted was a solution to the problems with my phone. Apparently, a one-time service charge is about $100. So I agreed to one month at $25. Instead, I got nothing. No one at CenturyLink showed up to help me with my phone. Yet the charges continued for two months.Last week, upon discovering that my billing statements had gone missing, I got on the phone and told them to discontinue the indoor-wire charges. But they were not discontinued, as I found out today.The company is replete with ineptitude. I had set up autopay and they used it once. Then they ignored autopay and did not send me any billing statements. They are now billing me for a late charge that they said they'd removed.

  Business Response

  Date: 07/16/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **** *******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  Upon review, 
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.  We have verified that the customer agreed to add inside wire maintnance with agent via chat when creating repair ticket on 4-25-25. Inside wire maintnance was removed on 6-13-25. We have also erfieid that the customer is on paperless billing and the late fee has been refunded. The account is also enrolled in autopay. 
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23489742
  
  I am rejecting this response because:
  No one provided the service I paid for and that I needed. Subsequently, additional ******** for the service were made but not made to me. Therefore I did not have an opportunity to cancel the useless "service".
  Sincerely,
  
  **** *******