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:11/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My new internet service was to start 9/22. TOLD ME I COULD USE MY OWN MODEM. This was a lie. I HAD TO ORDER THEIRS. Got in mail 9/28. Told me they would walk me through connecting it over phone at no chg. I WAS ON PHONE 1 1/2 HRS WHILE THEY RAN ME IN CIRCLES SO I WOULD HAVE NO OPTIONS BUT TO HAVE THEM COME OUT TO INSTALL. By the time it was installed, MY SERVICE STARTED IN OCT. My 1st bill is $412.37!My mo. service is $50 mo. I have only had 1 1/2 mo. of service to date. I'm being charged $21.70 tax on $50 ea. mo. (nearly 1/2 the amount of the bill!) I'm being charged $200 for their modem when they told me I could use mine (fraud!) I'm being charged TWICE for INSTALLATION FEES ($99 for a **** which was already there & $15 "additional service fee?") I shouldn't be charged ANY installation fee as it was due to their own refusal/failure to assist me in the installation over the phone as promised!!!!RESOLUTION: I am requesting I be credited the $200 modem fee and $99 & $15 installation fees ($314 & taxes.) I would also like an investigation into the high mo. tax ($21.70 on $50) and their deceptive practices (falsely claiming you can use your own modem w/ their equipment and also promising to assist you w/ connecting their modem over the phone when they refused/failed to.) I am a senior citizen and this is elder abuse.

  Business Response

  Date: 11/18/2022

  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,
  
  I applied a onetime credit for one month service as well the phone **** charge as a show of goodwill. I provided the customer a full explanation for the monthly recuring charges as well the service and equipment charges. The customer was satisfied with the billing explanation.

  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

  
  

  Customer Answer

  Date: 11/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************
  

   

• Initial Complaint

  Date:11/17/2022

  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.

  I contact the centurylink starting about 3 weeks ago and they supposed to came out to install internet at my resident a customer service represented schedule my appointment for Thursday October 22nd arrival window between 8:00 a.m. to 5:00 p.m. Centurylink didn't show up so I contacted customer service... A customer service representative rescheduled appointment for Friday October 28th 2022 they gave me arrival time window time between 8:00 a.m. to 5:00 p.m. they never showed up to do the job. When I contact the central Link on October 28th. CenturyLink wanted to reschedule to November 7th 2022 the same as before the window of 8:00 a.m. to 5:00 again. I contacted CenturyLink around noon to verify that they will be coming out Monday November the 7th and they said yes there's someone should call me before arrival. And for the inconvenience they will give me free installation with no bill for the upcoming month Once again no show. All together CenturyLink scheduled a total of 4 schedule appointments with disappointment.

  Business Response

  Date: 12/20/2022

  To whom it *** concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mr.  Brown.
  
  At CenturyLink we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review:
  
  There were some initial communication issues regarding the installation dates and subsequent rescheduling. The service was installed on December 2nd and since then has worked at or above the purchased rate. I reviewed the account notes and did not find anything regarding adjusting for services that had yet to be installed or billed. Due to the delays, I did adjust the installation fee of $129.00.Please allow one to two billing cycles for this to be evident on the billing statement.
  
  CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  My sister *************************, a secondary user on my ********************** email account (Account Number ************), has not been able to access her email account since CenturyLink migrated to new email provider on October 24, 2022. I have made numerous calls only to be told that all email issues are handled online only using their live chat or by leaving a message. I have filled out numerous requests and tickets with no response from the company. When I talk with a representative from CenturyLink they say my problem will be resolved within 5 hours and it is not. When I try to use the chat room now, I get nothing but automated responses that don't fit my problem, its automated rabbit hole h*** I have left messages that have gone unanswered. I want my sister's email restored immediately, a written apology for the inconvenience and complete disregard for all CenturyLink customers and financial compensation. I have been a 20 year customer of **********************, Quest, etc. This is the worst service I have ever experienced from this company or any company.

  Business Response

  Date: 12/14/2022

  To whom it *** 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:
  
  On November 18th, the issue regarding the additional user was escalated to an internal email support team to reach out and assist the customer. If the customer is still having issues, they should email me directly at ***************************************** for additional assistance.
  
  CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18418558
  
  I am rejecting this response because: We still can't access *****'s Century Link email account. Please resolve the problem.

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/14/2023

  To whom it *** concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the rebuttal that has been submitted by *********************
  
  Upon review:
  
  The specific email address noted in the rebuttal is an Additnal rebuttal not noted in the original complaint. I emailed the customer and requested the Additnal email address that they are having difficulty with. That information was provided on January 9th. The issue was again escalated on the 11th of January.The escalations team, if they have not already contacted the customer, has a 3-5 business day turnaround time to respond. Given that Monday the 16th is a federal holiday, the customer should expect that they are contacted, and the issue resolved by the end of business January 19th, 2022. If they have not been provided assistance and resolution by that date, they can email directly at ***************************************** for follow-up assistance.
  
  Again, CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

  Customer Answer

  Date: 01/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************
  

   

• Initial Complaint

  Date:11/16/2022

  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 have cancel my internet service on 10/14/2022 and my service period is from 9/20/2022-10/19/2022. I have requested a partial refund for the date that I dont have the service with them. The representative was rude and mean stating that it is impossible and even told me that it is legal that not giving me the refund. The representative also told me that I can hire the lawyer and *** them. I was so ****** about centurylink service.

  Business Response

  Date: 11/17/2022

  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,
  
  I reviewed the billing concerns with the customer and agreed to onetime credit for $7.14. I advised the customer of *********************** billing policy regarding the proration concerns. The customer understood ********************** does not offer proration credits for unused service days.

  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

• Initial Complaint

  Date:11/16/2022

  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.

  11/11/022: ~2:15 pm ************************ outage @ our residence. 11/11/2022: ~2:35 pm I call Century Link (CL) repair number. I am informed there is no outage in the area & go through troubleshooting steps. Technician appointment is set for 11/14/2022 (8:30 am -5:30 pm).11/14/2022: 7:45 am Text message indicates a technician will arrive after 12:00 pm. At 1:12 pm a text informs me that technician is 30 min. away. The next text indicates that the technician is there & the service request has been referred to another technician. I learn that a neighbor in the subdivision west of our residence has also lost her CL phone service. I call the CL repair line & learn there is still no reported outage in the area & the technician has been in the area & found that other tools/specialists are needed. At 5:16 pm, I receive a text indicating that a technican is coming on 11/15/2022 after 12:00 pm. 11/15/2022: 6:15 pm no *********************** is still out. I send a text to find out where the technician is. Text reply comes apologizing & inidicating the appointment has been cancelled with directions for scheduling a new appointment. I go online to CL website & use the instant chat to find out what is going on. This time I learn there is now an outage in the area with the following information (I have a photo) Outage id: *******. Start: 11-15-2022 02:48 pm. Estimated time of repair: 11-23-2022 12:00 am. If estimated time of repair is honored, we will have had no phone/internet service from 11/11/2022 to 11/23/2022 (~12 days). My 87 year-old mom is dependent on phone for soliciting emergency help. I teach online for an out-of-state University am unable to complete my contract duties without occuring additional data charges for using hotspot. I feel this repair time is excessive given that we are not in a state of natural disaster. No alternative resources/discounts have been offered to compensate for failure to provide contracted services & fincial cost to customers.

  Business Response

  Date: 12/13/2022

  To whom it *** 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:
  
  Most of the issues are derived from the fact that was not an event that was isolated to only the customers address and unfortunately, many of the attempts to address the issue for the customer on a one-to-one basis resulted in these repair tickets or scheduled events being canceled. There was an area wide outage that impacted multiple customers. All customers that are downstream from the outage will have any repair or dispatch tickets canceled and grouped together with what is known as a common cause repair. This is because repair of the outage will restore service, in most cases, to all that the outage have impacted. This allows the company to direct its focus on the specific outage repair issue and in turn will free up others to address other customers needs too as to dispatch knowing that there is a common cause would be a poor use of the technical resources.
  
  I see that the service impact of the outage lasted from approximately November10th through November 15th. I have issued an out of service adjustment for a little more than a weeks worth of charges ($25.00) against the monthly average paid for the service. Lost wages or paying for alternative options for the duration of the outage are not covered under the CenturyLink out of service compensation policy.
  
  
  CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:11/15/2022

  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.

  We have been without internet service since November 11 due to Century Link (CL) ******* damaging the fiber line. ** refuses to acknowledge the outage, which is affecting multiple households in the area. CL outsources its customer service, and they offer little assistance because they do not have the ability to access local information or contact someone locally. ** keeps telling me a technician will show up to fix the issue. However, no one showed up yesterday (November 14). CL rescheduled for today, but no one showed up. I work from home. My wife and I are both getting a master's degree online. Two of our kids are in school and rely on the internet to complete homework. It is unacceptable in this era for this type of service interruption. However, what makes matter worse, is that CL does not have anyone locally or even in ********* that I can speak with. I had to purchase a mobile hotspot ($50) today and pay for data (another $50), all while I am still required to pay my monthly internet bill for unavailable service.

  Business Response

  Date: 12/09/2022

  CenturyLink appreciates ************ giving us the opportunity to review the handling of his account. At CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our training.
  
  Upon review,
  
  
  This issue has already been escalated to the Federal Communications Commission. ************ has already received a response for all concerns through FCC process.
  
  JJ
  CenturyLink ***********************

• Initial Complaint

  Date:11/15/2022

  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 behalf of my mother, I contacted Century Link in September 2022 with a question regarding her phone services. The representative advised they were increasing the number of rings allowed before the voice mail picked up (nothing else). Thereafter, I could not make long distance telephone calls because I did not have an access code. Since September 23rd, I have spoken with no less than 6 representatives in an effort to get them to correct the situation. On November 16th I spoke with ******, supposedly a supervisor, who told me that they cannot return the account to what it was on Sept. 23rd because they no longer have that service plan as an option. Instead, they want to put her onto a different plan, which will cost her more each month. I don't feel as though my mother, who is on a fixed income, should be expected to pay more each month because Century Link messed up her account. If Century Link had not made the mistakes they did, my mother would still be using the same plan she had in effect on September 23rd. Additionally, the representatives seem to regularly provide false and misleading information. I spoke with ********* on October 19th and she advised that she was returning the account to the plan that was previously in effect and providing my mother with a discount so the plan would cost her $70.94 per month plus taxes. The bill she received for that month is for $189.78. Is this situation is not resolved by Century Link in a reasonable and proper manner, I will take this matter further.

  Business Response

  Date: 12/14/2022

  To whom it *** concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******************** on behalf of her mother, Ms. ********************************** CenturyLink we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review:
  
  I was able to ascertain that **************** was on at least one of the calls listened to. The last four of the customers social security number was verified. The customer did call in and an order to change the number of rings until the voicemail picks up was offered. I am currently showing that the account does not have long distance or voicemail on it.  An adjustment has been processed and the current balance is $100.10. There does appear to be an issue that has resulted in an increase in the monthly rate. I am currently having this investigated so that the best options available for the customer can be had. The previous balance noted in the complaint as paid, was due to a balance carried forward. For me to assist further, I will need to speak to wither the customer or ********************. I have tried calling the customer on 2 different occasions and there is no answer or voicemail/answering machine options to leave contact information. I have called and left a message with the ******************* leaving my contact info and a request for a call back. The complainant can email me too at ****************************************** No orders to assist will be issued until I have a chance to speak to the customer or the *********************
  
  ********************** acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:11/14/2022

  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 requested my service be turned on from vacation home Ive been waiting for days I called this morning and they said it would definitely be turned on by 5 PM it was not turned on at all today

  Business Response

  Date: 11/15/2022

  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,
  
  Our records indicate the customer requested for services to be restored from vacation suspension on November 11, 2022. I confirmed the services were restored on November 14, 2022. The customer reported service trouble on November 15, 2022, CenturyLink assisted the customer with troubleshooting.

  
  I verified the customers internet connection is stable with no further reported trouble.

  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

• Initial Complaint

  Date:11/14/2022

  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.

  Century Link is unreachable. There is hours of waiting and no one to talk to. Our internet service went out through Century Link and it's impossible to rectify the situation. We are changing internet service providers but have just paid a month's bill and want a refund for the month.

  Business Response

  Date: 12/13/2022

  To whom it *** 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 last payment made was for $65.60, Paid on 10-26-2022. Keeping in mind the last bill that was paid in October, was for the prior months services. That said,there is no refund owed the customer. ********************** bills in monthly increments.Since the cancelation was so early into the new bill cycle, I have adjusted the last bill amount of $65.60 which brings the account balance to zero.
  
  CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:11/14/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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 wrote the fcc in-reference to I have to call every month to get the 30 dollars taken off the bill its a headache my bill is suppose to be ***** they still keep adding ***** why do they keep doing this ? Why are they making a senior call every month to have it applied properly so I dont have to keep calling in. Theyre claiming theyre taken off the 30 dollars so why is my ******************* saying *****? That means its not being applied!

  Business Response

  Date: 11/15/2022

  To whom it *** 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 did submit this same complaint to the *** and received the following response:
  
  CenturyLink records indicate the customer has been receiving the *** credit. The account was established 5/3/2022. The *** credit approval was received 5/4/2022 and had to wait for the June bill to apply. The customer has been receiving a $30 *** credit from the 6/6/2022 bill each month, it has not stopped.
  CenturyLink regrets any inconvenience experienced in this matter.
  
  The billing statements will list the current charges then the adjusted price currently due. There isnt any way to circumvent or change this view. CenturyLink provides that this issue has now been addressed twice and considers the matter closed.
  
  CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

  Customer Answer

  Date: 11/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Joahanda Easte