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

  650 Denton Blvd NW Fort Walton Beach, FL 32547-2113

• 

  CenturyLink

  500 Winderley Pl Ste 300 Maitland, FL 32751

• 

  CenturyLink

  P O Box 52187 Phoenix, AZ 85072

• 

  CenturyLink

  3030 E. Semoran Blvd. Apopka, FL 32776

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:07/07/2025

  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.

  On June 19, 2025, CenturyLink Telecommunications scheduled a technician to return to my home to problem solve and repair an intermittent internet connection. During this visit, the technician replaced the main cable connecting our home to the phone box at the street. In doing so, he wired the cable through a hole in the fence, rather than laying it on the ground. As part of this repair, a contractor should have been scheduled to come at a later date to bury this cable, but because the cable is in the fence, the cable cannot be fully buried. I have contacted and scheduled two follow-up visits to rectify this issue, but both appointments were marked as being "completed" despite a technician never actually coming to our home. I have also spoken with an individual who claimed a third appointment had been scheduled, but it was not. After waiting for a final call back form CenturyLink on July 7, 2025, which i did not receive, I feel that it is unlikely that CenturyLink has little interest in resolving this issue. The cable that they installed incorrectly, needs to be reinstalled, so that their contractor can be scheduled to bury it.

  Business Response

  Date: 08/01/2025

  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 buried service wire ticket was completed on July 18.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

  Customer Answer

  Date: 08/02/2025

   
  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:07/05/2025

  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.

  my internet was not working. i asked century link to look into the problem. they corrected if from their office yet charged me $99 for internet trouble isolation charge. this is a charge for a tech coming to the home. ***** came to the hone. century link will not remove the charge nor will they let me speak to a supervisor. this is fraud.

  Business Response

  Date: 08/01/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms.*******.
  
  Upon review:
  
  Prior to this response, the charge noted in this complaint was already adjusted off.
  
  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
  ********************** 

  Customer Answer

  Date: 08/02/2025

   
  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:07/04/2025

  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.

  Our phone service has been out since Monday 6/30 in the evening. As a work from home individual, I need service. No repair person could bet out until 7/3 they claim. An appointment was set up (Ticket *******) for first 8-5pm window, then 2-6pm window. No one showed up and no on contacted us to let us know they weren't coming. Just a text to reschedule.

  Customer Answer

  Date: 07/11/2025

  This has been resolved as of 7/7/25. We were out of service for a week.

   

  Thank you.

• Initial Complaint

  Date:06/28/2025

  Type:Sales and Advertising 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 now been without internet for 10 days. Centurylink is my provider but they won't fix my internet. I had a friend come here on Tuesday 24th of June but since the techs window of arrival is between 8am and 5pm, it's impossible to stare at the front door for 9 hrs, so the tech ******* arrived in a half hr window of nobody being here and left. I got a message saying a new tech will come on the next day, Wed 25th, so I took off work and the tech canceled and marked my internet fixed. $300 I won't get back from missing work.I get a message every time I had an appointment saying the outage is fixed but my internet is not fixed. Someone needs to actually come inside. 1 to 3 hrs waiting on hold, every time I call. I already have xfinity coming in a week now, so it'll be 17 days without, by the time I get internet. Centurylink has not tried at all to help. They just want my money. Also I doubt I'll get the lousy $22 credit I was told I'll get.

  Business Response

  Date: 07/22/2025

  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, a technician was dispatched on June 25 and found the issue was related to an open outage. The customer was notified of this outage and estimated ETR. The customer disconnected the account on July 7.I issued a refund for the time without service.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:06/28/2025

  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.

  May 7th phone went out (No Line) on phone. It now June 28th and still phone is down(No Line). This was reported the first part of May. Multiple tech on the way and appointments made, also contact with customer service. Still No phone

  Business Response

  Date: 07/26/2025

  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, prior to efforts to address a service interruption issue that appears to have been related to copper cable theft or vandalism,canceled their service.
  
  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:06/27/2025

  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.

  Complaint against CenturyLink Customer Name: **** ******** Primary Phone: ************ Cell phone: ************ Service and mailing addresd: ************************************************** CenturyLink account number: ********* Complaint type: service outage Complaint: We reported our home landline telephone outage to CenturyLink on May 22, 2025. Their technician came to our home to evaluate the problem on 5/24/2025 and determined the problem was not within our home equipment or wiring but instead with the CenturyLinks cable bringing phone service. The technician said another crew would be sent to fix the problem but as of today (6/27/2025) we still have no dial tone. So far we have contacted CenturyLink customer service 5 times to inquire about the repair. The problem is further complicated because the land line phone number is making random calls. We were told we must have a crossed wire that have resulted in our phone number randomly placing calls to 911 (we have received 3 welfare checks from Salt Lake Police) and CenturyLinks upcoming July bill charged us for 31 instances of directory assistance ($6.99 per call) and 1 call tracing ($1.99) all during the time we have been without phone service. (Per instructions from CenturyLink personnel, our home phone equipment has been unplugged since June 4.) After talking to CenturyLink customer service the charges for directory assistance and call tracing have been reversed. From May 27, 2025 to present we have received 15 text messages from CenturyLink each rescheduling repair appointments followed by cancellations. **************** has passed us from one representative to another without making any progress. **************** said the random 911 calls required them to expedite the repair. We continue to be without landline phone service.

  Business Response

  Date: 07/24/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **** & ***** ********.
   
  Upon review,
  
  This issue has already been escalated to the *** and has already received a response for all concerns through the review process.
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

  Customer Answer

  Date: 07/25/2025

  The phone outrage was reported on May 22, 2025. Century restored phone service on July 1, 2025. (39 days after the initial diagnosis was made on May 24, 2025). Their technician (*****) said he created a patch to an old cable. Century link issued a credit for the 41 days without service and for the random directory assistance fees generated by the crosswire issue. The problem is resolved for now.

  
  

  ***** and **** Dolcourt  

• Initial Complaint

  Date:06/27/2025

  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.

  I have been a CenturyLink customer for several years and have tolerated consistent price increases over time. Despite this, I remained a loyal customer. However, in June 2025, I paid $71.50 for internet service and received no service at all.I contacted customer service multiple times by phone and via online chat, but received little to no assistance. Eventually, through chat support, it was determined that the issue stemmed from CenturyLink failing to send a proper signal to my home a problem entirely on their end. I have attached the chat transcript to this complaint for reference. Despite the problem being on Century Link end, they wanted to charge me 99 dollars to come to the house to "fix" the issue. Due to the unresolved service issues and poor customer support, I decided to cancel my service. I officially canceled on June 11, 2025, and was told that I would receive a refund for the June payment.Not only have I not received this refund, but I was shocked to see that CenturyLink is planning to charge me again in July despite no active service or agreement.This is completely unacceptable. I am requesting the following: Immediate cancellation of my account (if not already done). A full refund for the $71.50 paid in June. Assurance that I will not be billed going forward.Account Number: *********** Thank you for your attention to this matter.

  Business Response

  Date: 07/26/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr.*******.
  
  Upon review:
  
  The customer was given a required "Trouble Isolation Charge" (TIC) disclosure for technician dispatches where diagnostics indicate a signal to the premises cannot be established, whether the signal handshake (connection) is authenticated or not.
  
  The disclosure, contrary to the statement here,is not a statement of automatic charge to dispatch a repair technician.
  
  This required disclosure informs the customer that since there does not appear to be an issue of signal connectivity to the home, in the event that a technician is dispatched and no trouble is found up to the demarcation point, or any trouble found is not related to CenturyLink equipment and is beyond the demarcation point, a $99.00 TIC fee for no trouble found would be assessed.
  
  At the time the customer called for technical assistance,records indicate the customer had already discussed the recent price change and had requested cancellation.
  
  Prepaid accounts are not afforded any prorated adjustments for unused days of services when the disconnect is initiated by the customer.
  
  Use of discretionary adjustments, per policy, requires that any consideration for these adjustments be predicated on documented issues with the CenturyLink service that establish responsibility as belonging to CenturyLink.
  
  Due to the customers refusal to accept the conditions to dispatch a technician who could establish responsibility for any issues encountered, any adjustments to the account will not be considered.
  
  Had the dispatch been approved, establishing CenturyLink network or equipment issues, the $99.00 trouble isolation charge would have been waived, and any assistance needed would have been provided.
  
  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
  ********************** 

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23528438
  
  I am rejecting this response because:

  To Whom It May Concern,
  I appreciate CenturyLinks response but find it both inaccurate and dismissive of the core issue I raised. I must clarify and reiterate the following:
  

  No **************** Was Provided in *************start="380" data-end="383"> I paid $71.50 for service in June 2025 and received no internet at all during that period. After multiple calls and chat sessions with support, it was determined that the issue was due to CenturyLink not sending the proper signal to my home. This was not an internal wiring issue or a problem on my end, but rather a CenturyLink network issue.

  
  Trouble Isolation Charge (TIC) **********************start="782" data-end="785"> I never refused a technician to investigate. What I refused was to pre-authorize a $99 charge for a problem I had already been told was coming from CenturyLinks network. It is unreasonable for a customer to be charged for a companys own service outage.

  
  Prepaid Account Policy Does Not Excuse Non-Delivery of ****************start="1113" data-end="1116"> CenturyLink states that prepaid accounts do not receive prorated refunds. While I understand standard policies, this situation is not about a prorated refund it is about paying for a service that was never delivered. It is unacceptable and potentially unlawful to keep funds for a service you failed to provide.

  
  Cancellation Was Due to CenturyLinks *************************start="1495" data-end="1498"> My decision to cancel on June 11, 2025, was entirely due to CenturyLinks inability to restore service, despite multiple attempts on my part to resolve the issue. I was promised a refund upon cancellation, and that has not been honored.

  
  My Demands Remain:
  A full refund of $71.50 for June 2025 due to lack of service.
  Confirmation of cancellation and assurance that I will not be billed again.
  CenturyLinks response avoids accountability for failing to deliver the service I paid for. I expect BBB to assist in ensuring this issue is resolved fairly.
  Sincerely,
  **** R. ********
  Account Number: ***********
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:06/26/2025

  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 don't have home phone service. They do not have a way of talking to anyone. Over 2 hrs. on a text and at the end asked what my problem was. During our exchange I demanded to talk to someone and was told they didn't have that ability (from a phone **** instead they gave me a number to call for assistance and when I called it was outside of business hours. It wasn't outside of hours when I started my call to get the phone line repaired. How do you run a business that a customer can't get hold of regarding the product they are paying for?

  Business Response

  Date: 07/24/2025

  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 a recent repair ticket was completed restoring service and out-of-service credits have been applied to the account.
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:06/26/2025

  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 want ****** final bill ..I don't have a smart phone or computer.I want to pay final bill..there computer Won't let me talk to a rep..I don't have accout number..I want a final.Paper bill sent to my house

  Business Response

  Date: 07/25/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms.**********.
  
  Upon review:
  
  The final bill balance was $6.00, not $66.00, as noted in this complaint. As a courtesy to the customer, the $6.00 final bill balance has been adjusted to zero so there are no monies due.

  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:06/25/2025

  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've tried online and telephone for 3 days trying to cancel my account on June 30, 2025. On hold for hours with no representatives and online cancelation is made so it is almost impossible to cancel. If I am charged for July 2025...I will seek an attorney

  Business Response

  Date: 07/22/2025

  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 was able to make contact on June 26 and have his account disconnected on June 30.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen