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

  P O Box 52187 Phoenix, AZ 85072

• 

  CenturyLink

  630 N Wymore Road Suite 300 Maitland, FL 32751

• 

  CenturyLink

  890 S 2nd St Lebanon, OR 97355

• 

  CenturyLink

  CenturyLink Experience Center/Ft Walton Fort Walton Beach, FL 32548

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:06/11/2025

  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 have an account with ********************** that is a bundled account of Internet and cable TV. In July of 2024. I called to move my services from ***********, ********** to *******, **********. During this process, for some reason ******* opened up a second account and I was being billed by DirecTV and CenturyLink for the same services at the same address under the same name and social security number since 8/2024. Since March of 2025 I have been calling a minimum of two times a week to try to get this cleared up through both companies CenturyLink and *******. Either way they both pointed the fingers at each other. CenturyLink would tell me it was a DirecTV issue. ******* would tell me it was a CenturyLink issue and neither customer service would help me. I had to put in a complaint with the better Business bureau for ******* who finally came to the conclusion they were double billing me and is now giving me a credit for that account. ********************** billing has not reflected the difference since the correction. They should have only been charging me $35 a month for Internet from August 2024 until present. They were billing me for internet and *******. I have asked them to correct the billing as ******* had fixed it on their end. They tell me again they cannot help me. My bill shows that I owe them over $700 in charges for an account that was not active. I should have been getting billed only $35 a month for my internet charges. Every time I call CenturyLink customer service I am put on hold and they hang up on me and never call me back. This happens one to two times per week since March. I need assistance in getting this bill adjusted to reflect the true charges of my services.

  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 ******* *********. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review, the customer does not currently have a DTV account. The existing account was established in August 2018 and canceled 04/2025. *** escalation team sent the customer a refund due to the billing error on June 10, 2025. CenturyLink has paid $1461.67 for *********** since July 2024. The customer needs to use the refund received to pay the CenturyLink bill.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:06/10/2025

  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.

  Our home internet is often out for hours or days at a time, with increasing frequency. I was offered a $5 credit for my trouble which is insufficient to me, and it didnt even end up applying to my bill.

  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 ******* ******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review, the CenturyLink infrastructure has no issues. The customer has had high bandwidth usage in 6 of the last 7 days. The customer has Quantum Fiber available at their location and up to 940Mbps available. It would be a good idea to look into Quantum Fiber at ***** to alleviate the internet issues. The customer did receive a $5.00 credit on their June 18 statement.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Executive Office Case Manager
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:06/10/2025

  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 just received a bill from CenturyLink for $254.00. I have NEVER had any service from **********. I do not want to get sent to a collection agency for non-payment, but refuse to pay for a service I've never had. I called the **************** number of ********************** (was on hold for over 30 minutes).I was told I've had service since 2021 and was manipulated into giving them my phone, address, and email address, which they should have already had if I was a customer since 2021. This was to cancel the account.If I was a customer since 2021 why is this the only and 1st bill I've ever received?I would also like to see my internet data usage per month since 2021. I will guarantee it is 0 data since I DO NOT have service.I would also like CenturyLink to send a tech out to my property and see if there is a wifi cable coming to the property, which there is not. So how can I have any internet service. I want this bill canceled and not be harassed by CenturyLink **** *****

  Business Response

  Date: 07/09/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr. ****************** review:
  
  The account was activated in error due to a pending drop wire burial request, which could not be facilitated to the customers premises.
  
  All charges have been adjusted, bringing the balance to zero. This account has not been sent to any outside collections
  
  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: 07/10/2025

   
  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:06/09/2025

  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: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.

  Today 6/5/25, I received an email saying they had trouble processing a payment, but in that email they said that services wouldnt be interrupted for 3 calendar days. Then they immediately suspended services. Two separate agents told me that 3 days didnt really mean 3 days.

  Business Response

  Date: 07/03/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr. ***************** review:
  
  Mr. **** is not on a postpaid, billed account.
  
  This account is a prepaid account and requires monthly payments for service to be made in advance, either manually or automatically,prior to the next block of time being available to use.
  
  This is a payment in advance; pay as you go in monthly increments (blocks of time) account. Timely manual or automatic payments must clear prior to use.
  
  On June 5th, 2025, the credit card on file was declined, and the customer was notified. It is the customers responsibility to ensure that any method of payment is backed by sufficient funds and the expiration dates are updated when needed.
  
  On that same date, the customer was able to update the method of payment used, and when payment cleared, services were restored.
  
  There isnt a valid reason for CenturyLink to credit the account as requested by Mr. ***** This was a customer error, not a ********************** error, and as such, no adjustment is 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:06/05/2025

  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 landline service through Century Link. I have long distance through a different company. I havent been able to make long distance calls and was td by my long distance carrier to call Century Link and have the update the *** to 0555. Century link keeps passing me around to different departments and tells me they are unable to make the changes. I asked for a manager and was on hold for 30 minutes before they told me they are unavailable.

  Business Response

  Date: 07/03/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr. ******************* review:
  
  With the release of the US Telecom 2015 Forbearance Order, the *** granted forbearance from all remaining Equal Access obligations except for "grandfathered" accounts.
  
  This account is a grandfathered account and has Global Crossing as its long-distance carrier. If the customer is having trouble placing long-distance calls, they need to call their long-distance carrier.
  
  Under that telecom order, CenturyLink no longer provides alternate long-distance carriers as an option on new or change orders on existing accounts.
  
  The customer has their carrier of choice currently because the account is a grandfathered account that falls within that *** exception.
  
  Any change going forward would remove their current carrier without the ability to replace it with any other carrier but CenturyLink.
  
  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
  **********************