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

  601 W Main Ave Ste 200 Spokane, WA 99201-0635

• 

  CenturyLink

  1708 E Pike St Seattle, WA 98122

• 

  CenturyLink

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

• 

  CenturyLink

  400 Tijeras Ave NW Ste 510 Albuquerque, NM 87102

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:04/22/2025

  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 had Centurylink for many years at service address *********************************. Last December the service went out and they said they would need to enter the home. This is an ****** so I had to pay a reimbursement to guests to pay for a hotspot during the outage and waited for several days. A repair tech was supposed to come 12/17/24, I paid our cleaner $100 to be around for them and they never came. The same thing happened 12/19 and 12/20. After losing money paying for guest hotspots and our cleaner to stick around 3 days I messaged Centurylink to cancel my service and I switched to spectrum. Today I went to clean out my spam and see they are still billing me and I have a bill for $684. When I requested help in December they talked me into a higher plan to get service quicker so not only was I billed for services I didnt get until today. I lost a lot of money on my business trying to get this service to work. Please refund the $684.37 against my bill and close my account. I did not receive any internet at this location since the beginning of December. If Centurylink thinks I still owe money I request they reimburse me for the time I lost and paid others to be at my house as well as the hotspot rental for guests. I attached screenshots so they could see what a nightmare this was to resolve with the guests and the predicament they were in with no way to communicate.

  Business Response

  Date: 05/22/2025

  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 last note on the account was from December 10th, which is the first indicator that there was any issue with the services
  
  Anytime a customer accesses their account or calls in, the account is automatically stamped with the time and date. There are no additional notes on the account indicating the customer ever contacted ********************** and requested the account be canceled.
  
  As a courtesy to the customer, I have issued an adjustment for all charges past the December 10th date. The current balance of $702.37 has been reduced by the adjustment issued for $580.00, leaving a balance due of $116.37.
  
  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:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ALL I want is answers from Century Link! I came home to a yard full of flags and no information! After talking to neighbors they stated they are putting fiber optic but will likely tear up my landscaping! I have tried to find a phone number or email but there are none that will address my questions or concerns. Do I have the right to tell them NO that they cannot enter or dig up my back yard?

  Business Response

  Date: 05/21/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******* ********. 
  
  At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.  Generally, utility companies may have easement rights, which allow them to install infrastructure like fiber optic lines without direct permission from homeowners. However, this depends on local laws and whether an easement exists on your property deed. If CenturyLink or the city has an easement, they may have the legal right to proceed, but they should still communicate with you about the work being done.
  
   Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/20/2025, I had an appointment to have Centurylink install new internet service at my house. When the tech started working on my install, he said there was a cut somewhere on the 25ft line that was buried underground, and they would need to bury a new line at a different time. While at my house, the tech called his manager to let him know of the situation and the manager approved to have the new line installed at $0 cost and in the meantime, they were connecting a temporary above ground line until they could come out and bury the line. Before the tech left, he again explained the normal fee for the line burial would be $500, but I was not going to be charged for it. He had me sign papers, but he said I was signing to show that he had completed the order, and it did not have to do with the pricing. He left me his work number and told me to call him if the charges for the line burial were added to my bill. My first bill was due on 3/14/25, and it included my monthly $70 charge plus a one-time $149 install fee, totaling $219.00. I paid that bill on 3/13/25 and then on 3/21/25, I received my new bill which had the $500 charge for the line burial on top of my monthly $72 (went up $2 since install). I immediately called the tech, but all calls go straight to voicemails. There is no local office in *****, OR that I can walk in to or call to try to get ahold of the tech or manager, so I had to call customer service on 3/28/25. The first tech I spoke with said there were no notes left by the tech that stated the fee would be waived, so he opened a dispute for me. I called again on 4/4/25 for an update, but they said they could not get ahold of the tech and to call back Monday. I then called on 4/7/25, and they could not get ahold of the tech or manager, so they said they would call me back. My bill is now due today, 4/14, so I called again, and they still do not have an update, and my bill will be past due.

  Business Response

  Date: 05/20/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr.********.
  
  Upon review:
  
  I engaged the field management for this repair, who coordinates and oversees all repairs for this area.
  
  I was informed that the trenching and burial were billed in error. This was due to a mistake by the visiting technician, who checked off the incorrect box, which resulted in an authorization to bill instead of the charge being waived.
  
  On May 12th, 2025, an adjustment for the charge, including a late fee applied as a result of the contested amount carrying the balance forward, was also adjusted off the bill.
  
  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:04/20/2025

  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.

  Century Link was our internet and phone provider. The service came to us via cable from ************. across our driveway and to our home. On Dec. 25 (yes, Christmas Day) ****************************** the afternoon with heavy wet snow and wind. The cable broke between the road and our home. We had no internet or phone.On Dec. 26, 2024 I called Century Link from our neighbors cell phone and reported the damage and made an appointment for them to come and fix it. The appointment was for Dec. 30, 2024. They did not come and fix the cable. I contacted them again regarding the problem after the Jan 1, 2025 holiday. I made certain they understood that my work from home requires internet. They did not come out and fix the broken cable.We have had problems previously getting Century Link to respond in a timely fashion when there were problems. This time we decided we could not wait and we purchased Star Link and when we had that up and running with phone through the satellite internet, I contacted Century Link by the new phone number and cancelled our service with them.I believe the date was Jan 21, 2025. Our account was paid in full at the time the line was broken. When I cancelled their service we had no working internet or phone since Dec 25, 2024. I returned their modem well before the 30 days would have been up.They continue to send us bills. We received a bill today (April 20, 2025) via email for $263.36. We received a bill on March 26, 2025 for $102.11.We absolutely do not owe them any money. The cable remains broken and the service was cancelled.Can you help us with this problem? Century Link can track the account by the old (no longer in service) phone number which I will include below in the space for account number.Thank you,**** and ***** **********

  Business Response

  Date: 05/20/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms. *********************** review:
  
  I was unable to validate the repair or out-of-service duration claimed in the complaint. I have verified that the modem was returned but was received outside the 30-day window.
  
  This is the reason for the charge for unreturned equipment, which was billed in accordance with the 30-day return window policy.
  
  As a courtesy to the customer, I have issued an adjustment for all charges past December 25th, 2024, in the amount of $265.72, which negates the final bill and will create a refund in the amount of $2.36. 
  
  CenturyLink acknowledges the customers concerns 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: 05/21/2025

   
  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.  Century Links response is not entirely truthful, but as long as they are agreeing that we do not owe them money, we are satisfied.
  
  Sincerely,
  
  ***** **********
  

   

• Initial Complaint

  Date:04/17/2025

  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 have been without internet for over 2 weeks. After countless calls to Centurylink, they have NOT come to fix my internet service. I have spent HOURS on the phone trying to get this resolved. We have waited at home on 4 different occasions waiting ALL day for them to show up to fix our Internet. Yet, we still do not have internet service. They do not seem to care about fixing the problem. It is impossible to get in touch with someone, and they have told us that they were coming, but then no one shows up to fix it. We need internet service restored. Plus, we want a credit for ALL of the days that we have not had service.

  Business Response

  Date: 05/07/2025

  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 initial repair ticket was canceled and related to an open outage. Three subsequent tickets were also canceled for the same reason. The customer disconnected her account on May 2. Credits have been issued for 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
  ********************** 

  Customer Answer

  Date: 05/08/2025

   
  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:04/17/2025

  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.

  Quantum fiber has violated their price for life on Internet distribution , aswell as adding a relocation cost recuperation tax to further bills , this adjustment is made without user consent, as stated in notice emails farther use of service automatically imply to them consent on frivolous extra charges.

  Business Response

  Date: 05/09/2025

  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 customer subscribed to a standard, non-Price for Life plan, before we began offering Price For Life on December 1, 2023. That means, that the current plan can be affected when we adjust our rates.
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:04/16/2025

  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.

  My 80 year old mother has been without phone service (land line) for 2 months Her phone line went down on February 16 2025 and Centurylink keeps pushing out the date the situation will be resolved. We have been told the issue was caused due to copper wire theft. They claim to be replacing the wire with fiber optic cables. We have yet to see any repair crew in the area. We have resorted to calling in every few days for updates but every time were told it will be even longer The cherry on top of the situation is they have continued to bill her for a service she isnt receiving. Weve been advised they will issue credits once service is restored but fail to stop or pause the regular billing I would just like someone to hold Centurylink accountable. If I hadnt given my mom a temporary cell phone she would have no access to calling 911 if she had an emergency

  Business Response

  Date: 05/16/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms. ****** on behalf of Ms. ******************* review:
  
  CenturyLinks field operations team has been inundated with and focused on service-impacting repair requests stemming from substantial vandalism to CenturyLinks facilities in ********** and ******.
  
  Throughout 2023, 2024, and continuing in 2025, CenturyLink encountered hundreds of incidents of theft and/or vandalism whereby CenturyLink facilities were interrupted multiple additional times, sometimes as soon as repairs were completed.
  
  These incidents take down services to substantial numbers of customers and require significant time to repair. CenturyLink field operations have many dedicated technicians working 6 days per week for service repairs. 
  
  Additionally, CenturyLinks Line Extension Contractor has multiple technicians dedicated to damage restoration, specifically in ****** and western **********. The contractor has a requirement to respond within 2 hours 24/7 to outages we designate as an emergency. Individual repair tickets such as these are submitted/designated as medical or other urgent life-threatening issues.
  
  Other non-emergency requests, such as these specific theft or vandalism interruptions, are reassigned into a common cause ticket, as the primary repair should correct issues downstream.
  
  While this cancels out the individual ticket, it does not negate the attention to the repair or subsequent restoration of the service(s).
  
  Unfortunately, there isnt a way to proactively pause the billing. For adjustments to the account, these are done upon completion of the repair so that the total of the time paid for can be adjusted.
  
  The most recent repair ticket, number SA-********, has been canceled,and the repairs in this area should be completed based on the completion of an all-encompassing common cause repair ticket.
  
  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:04/16/2025

  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.

  Over the past two years I have not gotten the service I continuously pay for ($89 monthly for supposedly 940mbps when at most I get 300mbps at any given time) and the internet goes out at least once a week during my work from home hours causing work issues. There is never any solution offered, they open tickets for repair people who may or not show up, there is no indication this will ever be fixed but the autopayments never fail.

  Business Response

  Date: 05/16/2025

  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 is on an ********** download and ********** upload plan, which is calculated based on a single device hooked up to the modem, hardwired with no other devices connected or running in the in-home network when testing the single hardwired device.
  
  Again, the plan is up to the purchased rate.
  
  Wireless speeds and connectivity are not rated or guaranteed at all due to physical anomalies associated with a specific location where the services are active in the home, as these physical barriers can interfere with the signal transmissions over which CenturyLink has no control.
  
  The customer has had two occurrences of service interruptions: one lasting 1 day, 18 hours, and 45 minutes due to a local outage, and the other 3 hours and 25 minutes, origin(s) unknown.
  
  Under the discretionary service outage adjustment policy, the customer would be entitled to approximately $6.00, this being the amount commensurate with the duration of the outage relative to the charges paid. The customer has received an adjustment of a full months services, and as such, no further 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:04/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After many years as a customer of ********************, I went to my account and advised I was cancelling my service because I was moving out of state. I printed a label to return the modem and dropped it at the *** store at *****************. on October 17th, 2024.After receiving bills, I contacted Centurylink customer service and was advised they never receive my request or modem return.The agent I spoke to was very rude and demanded I present proof of my claim.Of course, I cannot locate any of these documents. I advised that CL should have records. The agent hung up on me.

  Business Response

  Date: 05/15/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr. ****************** review:
  
  The customer was never charged for unreturned equipment. There was no order placed in October to cancel the services. There is a note indicating a change for the billing address, which does not constitute a disconnect order, only that the billing address was changing.
  
  I have issued an adjustment in the amount of $358.00 against an outstanding balance owed through the actual disconnection date, October through the last month billed.
  
  This leaves an unpaid final bill due of $50.00
  
  
  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:04/16/2025

  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.

  Im not liable for this debt with Century Link. I do not have a contract with **********************. They did not provide me with the original contract as requested. I demand this collection to be removed from my credit report.391.78

  Business Response

  Date: 05/15/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr.********.
  
  Upon review:
  
  ****************** is the agency that is attempting to collect a debt owed due to the outstanding balance Mr. ******** had when he failed to pay the final bill with the service provider at that time, CenturyLink Communications.
  
  I have reviewed the amount owed on account ending in XXXXX6816 belonging to ***** ******** and find that there is still an outstanding balance owed in the amount of $390.54.
  
  Notations on the account indicate that Mr.******** should already be aware of the charges owed from the unpaid services provided and reaffirm that this debt is valid and due.
  
  For the reporting on this collection activity to cease, the customer will need to contact ********************** or the collections agency and pay the outstanding balance still owing.
  
  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
  **********************