Complaints

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

close

Find a Location

CenturyLink has 137 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/14/2025

  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.

  Ive contacted this company no less than. 6 times in the last 3 weeks regarding the inconsistent internet service weve had over the last month. When I do speak with someone (which is a rarity) they can only schedule someone to come out a week out and we are without internet the entire time. Theyve never connected me with a supervisor and more often than not hang up on me. Ive had 2 technicians out and the problem is not fixed. I want other consumers made aware of the awful customer service and I want my service fixed

  Business Response

  Date: 07/03/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Genevieve Molina. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review, the customer's service was affected by an outage that has been cleared. The customer canceled most recent ticket noting her service issue was fixed. Credits have been issued for the time without service.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  David B.
  Executive Office Case Manager
  Customer Advocacy Group
  Lumen

  Customer Answer

  Date: 07/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23469718, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Genevieve Molina
  
  

   

• Initial Complaint

  Date:06/13/2025

  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.

  I have been a customer since 2020 and my contract with ********************** is that my bill would not change as long as I didn't change service or address and my payment is $60.34 a month which I pay on or before the 3rd every month through ******* bill pay. I don't remember when I went paperless with them but since going paperless I never received any emails or statements. They tell me that I received emails but I never saw anything from them so I would have to believe that they went to my junk file instead of my inbox. On June 10th 2025 we had an outage in our area and it was resolved on June 11 2025 late in the evening but my Internet didn't come back on so I requested a technician to help and it was at this time I found out that I had a unpaid balance of $180.00. I had the technician transfer me to a person who could help me understand why I had a balance due when I never missed a payment and was never late. My questions never got resolved as they would only say that the emails were sent and received but I never got them and I was told that because I went paperless the statement was always sent by email. Well they apparently started charging more than the $60.34 because of a change in equipment charge that I never knew about because I haven't gotten the emails they sent. If not for the outage on the 10th of June I would still be paying my bill thinking everything is paid but for 9 or 10 months now I have been getting charged late fees and no one in the billing department has ever questioned my account being charged these fees and as I was told that I have been making " partial payments" that I was believing were my total amount due that the late charge is all my responsibility when I believe that some ownership has to be acknowledged by the billing department because 9 or 10 months of late charges without any red flags in a large company is negligence and they should have tried to get some answer through a phone call or even a text to see why the bill wasn't paid yet

  Business Response

  Date: 06/25/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Susanne Sparks. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review, the customer has a price for life promotion that requires paperless billing. The customer has been sent a bill via email every month. The customer makes payments around the 4th of the month when the bill is due around the 28th of the previous month. She had made a double payment at one time that resulted in a carry over credit for many months. The modem lease charge increased in September 2024. The price for life promotion the customer has does not include equipment charges. Because of the rolling credit, the payments made covered the balance owed until March 2025. The customer has received four late payment charges since then that I have issued a credit for. The total credit issued is $72.00
   
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  Sincerely,
  
  David B.
  Executive Office Case Manager
  Customer Advocacy Group
  Lumen 

  Customer Answer

  Date: 06/25/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23464670, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Susanne Sparks
  
  

   

• Initial Complaint

  Date:06/09/2025

  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.

  I attempted to cancel my service with Century Link online on Sunday, April 6. However, the system would not allow me to cancel and required that I speak to a person. They do not have representatives working on Sunday so I couldn't call to speak to anyone. I discontinued using the Century Link internet service prior to April 6. I was able to contact someone and cancel the service on April 9. However, the billing cycle is April 7-May 6 and they are charging me for this month even though I did not use their service at all. I called on June 9 to speak with a representative to get the billing resolved and asked to speak to a supervisor. They indicated it was their policy to charge for a full month of service regardless of when the service is canceled within the billing cycle so refused to cancel the bill. Charging people for the service when it is not being used is not right. I would like to get the bill removed from my account as I acted in good faith in canceling my service after being a customer for over 20 years.

  Business Response

  Date: 06/17/2025

  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, I have issued a credit for the service charges billed on April 7.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

  Customer Answer

  Date: 06/17/2025

   
  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:06/05/2025

  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 just signed up for service. According to Quantum Fiber, my building is prewired for their internet service. I was supposedly to automatically have service after signing up. Because it was not working, I had to schedule a tech appointment and take off from work on 6/1. After the tech appointment, I noticed that he had had crammed the old router into the box on the wall along with all the wires and other parts. It all fell out when I opened the door to check on things. I reached out and explained this to ********* C. ********* C refused to help or get a supervisor and eventually ended the chat. After talking via chat with ********* C, I got an email from ***** which I immediately replied to. I then sent a follow up. According to Keziya K, the reason no one has responded to my emails is because they believed the issues had been resolved via chat. I emailed AFTER reaching out via chat so this is a lie. According to their website, you can reach out via social media. I've done so twice with no response. Quantam Fiber needs to refund me for the time I was paying for service while being without service. I will look into switching to another provider once this has been resolved. After this experience and looking at their reviews on the BBB website, it is obvious do not care about their customers.

  Business Response

  Date: 06/25/2025

  To whom it may concern:

  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Samuel Barrett. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review, the customers equipment was CenturyLink equipment not Quantum Fiber. The technician replaced the CenturyLink equipment with Quantum Fiber. The customer was provided a $50.00 credit for the service issues.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  David B.
  Executive Office Case Manager
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:06/05/2025

  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.

  This account was closed online in April 2025. I closed it before the next billing cycle to prevent another month of charges. I received the online confirmation that my final bill would be $24.00. When I received the bill it stated I owed the monthly charge if $45 plus the $24 that was suppose to be my final amount. I called Century Link and was told they had no record of the cancellation and that I owed two months at $90! I went back and forth several times with two different customer service representatives and out of frustration agreed to pay $45.00, with the understanding that there would be no further charges and the account would be closed. We moved from this house in late April. Ive now received yet another bill for $81.00! I dint know what to do at this point as I havent gotten anywhere by calling them nor chatting on their website.

  Business Response

  Date: 07/02/2025

  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, there was no request to disconnect the account until May 5. Account usage shows the internet was used until May 3. The charges are sustained. The customer paid the balance owed on June 19.
  
  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:06/04/2025

  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 have contacted CenturyLink several times to ask for reimbursement and to block the operator assisted calling on my elderly moms phone. They have refused and are charging her $7.99 per time. My mom uses the . This is escalated to over $500 in charges. My mom is on a fixed income and CenturyLink does not care nor have they offered any solution or assistance.

  Business Response

  Date: 07/02/2025

  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, there has been no contact with the company regarding the directory assistance calls billed. I have added a restriction on the account to stop the billing for the directory assistance calls. I have also issued a credit of $183.77 as a courtesy for the directory assistance calls.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:06/02/2025

  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.

  CenturyLink installed service to my neighors house on or around the 26th of May. When they trenched for the underground wire they broke my sprinkler line and did not repair it. They knew this happened because the sprinklers went off while they were here working. I have tried, unsuccessfully, for nearly one week to get ahold of someone, with CenturyLink, who can make this right and repair the sprinkler line. I just put $2000 worth of landscaping in my yard and I need the sprinklers to work as they should. Also, this is going to be a bigger issue when the water starts running into my crawl space. I can only get voicemails and computers, with CenturyLink, to speak to. They have the absolute worst customer service I have ever came across because I am unable to speak with a human. I would like for them to repair my broken sprinkler line as well as paying for a home inspector to inspect my crawl space to check for any damage caused by this issue. If there is damage or water protusion I want Century Link to pay for any costs related to the remediation and repair.

  Business Response

  Date: 07/01/2025

  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. 
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.  The complainint will need to contact UNIcall who is our single source for assistance with a variety of incidents such as incidents, damage claims, and more. UNIcall can be reached at 1 866 864-2255) 24 hours 7 days a week. From there a claim will be filed and an claim adjuster will be assigned.
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:06/02/2025

  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 switched to CenturyLink during a promotion they were running that guaranteed an internet price of $65/month for as long as you maintained your services. I had the services installed and was overall happy with the service. They have now increased my monthly bill multiple times. I reached out to customer service, and they told me I had been notified of the change. When I asked about the locked-in price, they said that I never completed the proper paperwork. I explained that I must have because I had the services and they had been billing me. They indicated there was a second set of forms that needed to be completed and I had not done that. I can include the full transcription of my chat. They have just raised the price again.

  Business Response

  Date: 07/01/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms.*******.
  
  Upon review:
  
  At the time the initial order for service was placed, the 940/940 speed was not available as a Price for Life plan.
  
  The 940/940 speed Price for Life promotional/advertised offers had been discontinued as of October 2019 and were not offered at the time the customer signed up for their service.
  
  When available, Price for Life offers do not require any forms to fill out or qualifications other than keeping the account in good standing.
  
  Another stipulation for keeping those plans is that no changes be made to the account after the plan is in place.
  
  None of this requires any additional paperwork to be completed.
  
  The customer has the Simply Unlimited Internet plan,and this has been the plan since the initial installation.
  The April 2024 bill provided an alert that the price of the customer's service would increase and that the increase would be effective as of the next (May) bill cycle.
  
  The April 2025 bill provided an alert that the price of the customer service would increase and that the increase would be effective as of the next (May) bill cycle.
  
  Because the customer's plan, as stated on the bill, is not a Price for Life plan, the customer's plan is not price protected, and therefore no adjustments are warranted.
  
  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:06/02/2025

  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.

  Centrylink/Access from **** 5-30-2025 Complaint on laptop. Multiple private Centrylink Wifi's. Need new internet provider. Initiated chat on ********** website online agent. Agent checked/verified Complaint's address & service available. Agent pitched 100 Mbps $55 month. Complaint forwarded didn't need that internet amount. Previously tried not impressed/multiple technical issue(s). Lower tier internet reliable, cost effective & met needs. Agent forwarded 60 Mbps $55 month. Complaint asked & forwarded if internet for fixed income, verifiable government assistance & aware Affordable Connectivity Program terminated. Agent forwarded Centrylink ************** ************************************** hyperlink. Exact address entered told service not available & pitched cell phone service. Called afore # from ************ @ 4:47PM (13 minutes 58 seconds) told had to go through Centrylink representative for **** period. 6:13PM (57 minutes 23 seconds) representative stated no supervisor. Placed on hold approximately ***************************************************** Complaint hang up. Told transfer required to speak to Supervisor. Complaint stated & described again specific internet program wanted to Supervisor. Alleged couldn't find program information/direct contact info. Go through Centrylink not ****. Could only transfer to the department. Call terminated shortly after alleged transfer. Called 7:11PM ( 3minutes 49 seconds) similar tactics attempted. Complaint stated deceptive sales tactics/misinformation etc.. Attempt to get Complaint to agree to original internet packages/price pitched. Informed filing Complaints & terminated call.Relief Requested: Designated Centrylink & or Access from **** contact @ ************. Designated representative direct contact phone & or email. So Complaint can contact & be assisted through entire process to establishing Access from **** internet service at residence. All afore cited calls reviewed & representatives appropriately addressed.

  Business Response

  Date: 07/01/2025

  To whom it may concern:

  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Ms. *******
  
  Upon review,

  This issue has already been escalated to the *** and has already received a response for all concerns through the *** escalation process.

  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. 

  Sincerely,

  *****. S
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:06/01/2025

  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.

  Contactors from Century link worked in our front yard for 2 days regarding a neighbors issues starting 5/30/25. We had issues with our internet while they were working, we use a different provider and told us that it was ***** problem because they wired things wrong in another box. They left early and then our internet worked after leaving. They were not here due to issues with our internet but did disturb it. I looked out front after they left and garbage was all around, I did gather a portion of it as some was blowing away. They returned the second day unannounced and stated they were finishing their work because they stopped yesterday due to our internet issues. I was grateful that they did ask if it was a good time if our internet was down. They brought in a potholing machine and completed their work so I think. Then following morning I opened a front blind and saw mud on my windows, confused I looked out front and my yard was plastered with mud from their potholing machine. They broke my solar light left more garbage. I just can't believe they would leave someone's front yard in such a mess. I should not have to waste my time and money cleaning up after them and buying new lighting.

  Business Response

  Date: 06/30/2025

  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. 
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Our field team spoke to this homeowner about the situation and explained that we did not show any work in her area. She didnt have any names or badges she could refer to help identify what was going on.  She stated that some sort of excavation was going on and we asked if she saw any new utility marks for blue stake on the sidewalk or ground where they were working? She stated her husband is in construction and she knows what bluestake was. She stated there were some real old marks from a long time ago but nothing new.  We explained that Lumen/Centurylink always calls for new bluestake before any excavation and without any firm ID it is difficult for us to find out what is going on. She did state her neighbor is putting their house on the market and doing construction to get the house ready for sale. She stated that she doesnt know if the people doing work will be back, but if they show up again, she will call the locat field manager directly with additional information so we can track what is going on. 
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************