Business Profile

Telephones

CenturyLink

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

3,951 total complaints in the last 3 years.
1,513 complaints closed in the last 12 months.

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Submit a Complaint

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:04/11/2025
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.
Date April 9, 2025. On this date *********** sent CenturyLink a notice to port my phone number to them on April 24, 2025. CenturyLink closed my account and disconnected my internet. I called **************** explained the situation and was told the internet would be restored that afternoon, it wasnt, I called on April 10 and that person said it takes 24 hours to restore service. It was not. I called on April 11 and that person said it my take 7-10 days to restore service. I asked to speak with a supervisor and was told the supervisor would call me back. Still waiting. My complaint is my account was closed without authorization and internet disconnected by CenturyLink not ME. I believe this is retaliation for going to Hotwire on April 24.
Business Response
Date: 05/09/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr. ******************** review:

When a line is ported out, the company that is requesting the number writes and issues the order type to the incumbent carrier. In this instance, according to *** guidelines and in accordance with the internal wholesale port-out request,the order that was written as a disconnect order took both the phone and the internet down.

This is not a CenturyLink error; it is an error on the part of the company that wrote the port-in request as a disconnect order instead of a change order, which would leave any remaining services other than the voice line active.

Unfortunately, when this happens, CenturyLink, nor other carriers, can intercede in changing a port-out order request and must follow the rules and abide by the port-out order as written. This rule prevents companies from unhooking a request to prevent the departure of their services to another company.

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: 05/10/2025

Complaint: 23193006

I am rejecting this response because:
Hotwire notified CenturyLink 15 days before the Port of the Phone Number was to happen. That day my Account was closed and Internet Disconnected. The phone worked fine until April 24 when it was ported to Hotwire.
Funny how the phone worked but not the Internet this is a Business that has Poor Business Practices to a Customer who was faithful for 19 Years.

Sincerely,

**** *******
Initial Complaint
Date:04/10/2025
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.
In January 2025, I decided that I no longer wanted CenturyLink's internet services. They had recently increased my bill by over 33%, from $30 to $40, so I no longer agreed to their terms, and I no longer wanted to be their customer. I tried to cancel this service twice, but CenturyLink kept charging me AND adding on a ridiculous $18 late fee to each bill. Again, I no longer wanted to be their customer yet they continued to charge me for services that I wanted disconnected. Once my services were finally discontinued, they called me immediately threatening that if I didn't pay their final balance, my account would be sent to collections. I've reached out to them three times to try to settle the bill to what I understand to be a fair final balance, but the call center workers have refused to work with me and reduce the final balance. I've unfortunately had CenturyLink's internet services twice before due to lack of options, and I left a zero balance on those accounts. I don't think it's right that this company can charge people for services they do not want. And I haven't signed any contract with them agreeing to pay for a certain amount of months. My services were month to month, and they currently have me owing a balance which I disagree with.
Business Response
Date: 05/05/2025
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.

CAustomrs disconnect order placed on 2/24/25 and completed on 3/1/25. Customer was billed until the end of their billing cycle as we do not pro-rae the final bill. ***** till final bill customer missed two payments causing late fees. These charges are valid and will not be refunded.

Sincerely,

Torren P
Customer Advocacy Group
**********************
Customer Answer
Date: 05/05/2025

Complaint: 23188612

I am rejecting this response because I disagree with the charges. I don't owe CenturyLink anything.

Sincerely,

***** ***
Initial Complaint
Date:04/10/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had Century Link internet for many years and once we moved to our new location Century Link did not provide internet fiber, we were not able to get faster speeds of internet with Century Link. We then had another company come into our neighborhood with fiber internet and we decided to go with this new company. I then had to cancel with Century link so I called them to tell them we were going with another service and to cancel my internet service with Century Link, This was February 7, 2025 and I had automatic withdrawal from my bills with Century Link. Just yesterday, April 9th I received a notice that CenturyLink was billing me for March. I called Century Link and was told that my service was never cancelled and that I would get a refund for March and got a confirmation number. I then later got a call from CenturyLink saying that my request was not approved yet I cancelled Feb. 7th and was not using the service for the month of March and Century Link is saying that when I made the initial call in February the call got disconnected and that is why it was never cancelled yet that was not true I spoke with a representative at that time and finished the call completely.
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.

Upon review, the account has been disconnected and a refund has been provided for the payment in March.

CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.

Sincerely,

***** *.
Customer Advocacy Group
Lumen
Customer Answer
Date: 05/09/2025

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:04/10/2025
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 first time customer of ********************** since November 2024. I was given no information on how to pay my bill, how to set up a profile etc. April 7, 2025 I came home and my Wi-Fi wasnt working. I thought bc CenturyLink is contracted through my apartments that my bill was included in my rent. I never once received an email of my bill in the past six months or a paper bill. My apartment complex told me on April that this is not the case and to contact CenturyLink. It was after hours, so I used chat support. several times over the past six months I tried setting up an account on the app when my Wi-Fi would be splotchy or not work. it never let me sign up, saying my account number was in use with another account. Come to find out they had input my email wrong, and spelled my last name incorrect. I spent the next hour with an agent who had to delete my account & make new one in order for me to login &view my bill. without my knowledge they signed me up for paperless billing, & thats why didnt receive anything in the mail of a past due balance. Because they input my name wrong on my email address and never verified, Ihave never received a bill via email. not once did they reach out to me letting me know I was six months past due. $398 was the balance on my account that was expected to pay upfront in order for my Wi-Fi to turn back on. I paid it, and for the past 72 hours still no connection. One agent told me it would take up to 24 hours, the next agent told me it can take up to *************************************************************************************** 24 hours with an answer. Yesterday on the phone with a live agent, i got told you need to call in the morning, not an hour before closing. If you called earlier, this could been resolved and was transferred before i could respond. they told me they will not reimburse me a cent ** i signed a contract. they have been nothing but unhelpful, and rude. I have screenshots of chat they admit fault.
Business Response
Date: 05/05/2025
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. We appreciate your patience and regret any frustration caused during your billing and service resolution process.

After reviewing your account, we have verified that service has been successfully restored. Please note that billing matters, including any outstanding balances, remain the responsibility of the account holder. As service has been provided, no credit adjustments will be issued. We understand that miscommunication regarding billing and account setup can be frustrating, and we sincerely apologize for any inconvenience.

Sincerely,

Torren P
Customer Advocacy Group
**********************

Customer Answer
Date: 05/05/2025

Complaint: 23185348

I am rejecting this response because: It was their service representatives fault I never got a bill via email and postal, which i showed they admitted fault. I had to pay 400 upfront instead of 70 monthly. This needs to be addressed. I had to miss my other bills because of the inconvenience.

Sincerely,

***** ****
Initial Complaint
Date:04/09/2025
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.
Around 60 days after I canceled the service, they have continued to build me for two months Please stop billing me for this bogus service ****** D *****
Business Response
Date: 05/08/2025
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 account was disconnected and a refund was issued for the payment made after the initial disconnect request.

CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.

Sincerely,

***** *.
Customer Advocacy Group
Lumen
Initial Complaint
Date:04/09/2025
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 contacted century link yesterday about canceling my services by may 5th before my next month is due. I was told I would be having to pay for the pro rated charges and a final bill etc. I was also informed I didn't make my April payment when I paid for April at the end of March. March 28th exact. Now I had no due amount yesterday even though they seen my payment and didn't see a late fee associated because the payment made was for April. Which is April 4th to May 5th. I didn't get the service canceled something happened during our chat so im sure the request was not put in. Today I try to find out how to cancel myself and my account is restricted for online service for some reason. My payment history on the application disappeared. And the app keeps giving me errors. I took screenshots and recordings of the conversations and my app information. I need to get a hold of someone within this business asap. I shouldn't be charged for the month of May if I'm trying to cancel services by then.
Customer Answer
Date: 04/23/2025
Yes i resolved it
Customer Answer
Date: 05/14/2025
Hi I just got a email saying I'm being charged. So can this complaint be re opened?
Business Response
Date: 05/23/2025
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. Disconnect order ********** placed on 4/16/25 and completed on 5/5/2025. Customers bill cycle runs on the fifth of each month. Final bill on the account was for Service Period: APR 06 - MAY 05.

Sincerely,

Torren P
Customer Advocacy Group
**********************
Initial Complaint
Date:04/08/2025
Type:Order 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.
Quantum Fiber has failed to deliver the internet speeds advertised and promised. Although speeds to the home match their claims, the in-home service is consistently less than half the advertised rate. Over the past six months, I have made more than 20 calls, spent over 200 hours on the phone, and had six technicians visitnone of which resolved the issue. All in-home equipment has been replaced and the maximum number of extenders installed, but the system still forces devices to connect only to the main router, resulting in poor signal strength.Despite multiple escalations, I was misled by agents, never received promised callbacks from supervisors, and was ultimately told by a Quantum Fiber supervisor that "everything possible had been done" and that I should seek service from another provider.Quantum Fibers failure to resolve these issues constitutes a breach of contract and deceptive business practices. I am requesting either (1) immediate correction of service deficiencies to match advertised speeds or (2) full release from my contract without penalties or fees.
Business Response
Date: 05/08/2025
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, following a fiber cut caused by customer-hired workers, the field supervisor visited on April 15, performing an advanced repair. Live testing showed no issues, but the customer reported persistent laptop connectivity problems. The supervisor offered a temporary Ethernet connection, which she declined, preferring a wireless solution. The supervisor believes the issue may be on the customer's side.

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
Customer Answer
Date: 05/12/2025

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:04/08/2025
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 been trying for months now to have my Century Link Account number ********* cancelled and to receive a refund for the money automatically taken out of my account. I moved out of my house at *********************************** but still needed internet on this property until the house sold in August 2024. I moved to *************************************** where I was paying for Quantum Fiber. For several months I needed to pay for internet at both locations. In August 28th, I called to cancel my service with case number ********* on account ********* at ***************************************. The agent made a mistake and cancelled my ********************* at ************************************************. I was paying $50 per month at Quantum Fiber but because they disconnected my service they said I would lose my deal and have to now pay $85. They assured me the Century Link account was closed.I continued to be billed every month for Century Link. I called again a few times. Case numbers ******** and ******** and was told that they cancelled my service and would review to get a refund. My account continued to be charged.I called again on 4/8/2025 Case number ******** where he told me that hey needed to complete an Escalation Disconnect Form because Quantum Fiber owned my Century Link account and would need to close it- Century Link was unable to. I am still being billed.I am a single mother on a fixed income. This is gouging me. I will report this to the BBB, FTC and whomever else until this get resolved.
Business Response
Date: 05/07/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms. ******************* review:

A refund of $433.33 has been manually pushed through the billing system on May 7th, 2025. Please allow 2-3 weeks for receipt of this refund to arrive.

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:04/07/2025
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.
The coax to my house was cut. I called for a repair. I was told that sometime over the following 10 days, someone would be out to fix it. I was required to be home (or a responsible adult) in order to have the service repaired. I was not given an exact time, date, or actual appointment. I was told that when a repair tech was headed my way, I would be given a call with approximately 30 minutes notice. I never received that call. They confirmed that no technician was sent to my house. After 27 days of no service and no communication from them in response, I called for a refund and cancellation of my service. They offered to refund the 27 days (they did) but told me that they would not return the prepaid month payment that was taken from my account. The person on the phone said they stopped refunding payments 5 years ago, so if the account is cancelled, even if there was no service, they decided that they just get to keep the money they took from someone's account. This means that they have been taking people's money for 5 years without providing a service and have had no recourse. I am looking to get my money back and believe an investigation needs to happen in regard to the money they have unjustly taken from people for the last 5 years.
Business Response
Date: 05/07/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr. ********************* review:

The payment in April for $61.60 has already been refunded prior to this complaint submission. An additional credit has been issued covering the payment prior to the April payment.

This adjustment covers the service issues in March forward; that adjustment is for $67.90

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:04/07/2025
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.
When I first started with this company my internet service was around $36 because of a discount I received from the *** program. When the *** program was discontinued I received a notice that I may be allowed to continue to keep the rate that I had. I called and was reassured that yes, I would keep my current rate. A month later my bill increased to $66. I called and they told me that I would not be able to keep my rate. It was a complete lie. Now my cost for both my router and my internet service is going to increase next month. I would be paying almost $90. **************** does not help me at all, and my service actually gets much slower speeds than what is promised. I can't even send photos out in a group text because the speeds are so awful. This company is a complete scam and will just keep increasing your costs the longer you are with them. There is absolutely no reward for being a customer.
Customer Answer
Date: 04/14/2025
Since filing my previous complaint I have been in contact with century link again. I spent over an hour in chat and text with one of the customer service representatives. I found an old order that specifically stated I would get a promotional rate until 2026. I have not been receiving that promotional rate. I have included a screen shot and I am requesting a credit to my account for what I have been overbilled as well as to keep that promotional rate until 2026 as was promised.
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 Julie Furnas. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

Upon review, the ACP discount was added in July 2023 and ended in June 2024. The ACP discount was provided by congress in response to the COVID-19 pandemic.. Due to lack of congressional funding, the ACP program ended. CenturyLink is unable to provide the discount after the program ended as directed by the FCC.

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: 05/07/2025

Complaint: 23173991

I am rejecting this response because:

Aside from the ACP discount I was given a promotional discount that was supposed to last until 2026. Based on this I have been being overcharged for months. I am requesting a refund for the excess funds I have been charged and my promotional discount as was promised until 2026. I have attached documentation showing what I was promised when initially signing up with century link.

Sincerely,

Julie Furnas
Customer Answer
Date: 05/16/2025
This is what I was promised when I signed up for century link. I was supposed to receive this promotion until 2026.
Business Response
Date: 06/06/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review any issues or concerns relating to the initial complaint and subsequent rebuttal submitted by Julie Furnas.

Upon review: the customer is not entitled to continue the ACP discount when congress did not approve additional funding, and the Federal Communications Commission (FCC) has ended the Affordable Connectivity Program (ACP).

Again, CenturyLink acknowledges the customers’ concerns and apologizes for any issues, inconveniences, or poor customer service that may have been experienced.

Sincerely,
David B.
Executive Office Case Manager
Customer Advocacy Group
Lumen
Customer Answer
Date: 06/06/2025

Complaint: 23173991

I am rejecting this response because:

As I have said previously, the discount promised was separate from the acp program discount. it states this in the email I was given . It doesn't appear that century link is paying attention to my responses or reading my complaint. They have sent me the same response word for word 3 times now.

Sincerely,

Julie Furnas
Business Response
Date: 06/23/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review any
issues or concerns relating to the initial complaint and subsequent rebuttal
submitted by Julie Furnas

Upon review: The $30.00 discount the customer was receiving was a part of the ACP program. When the program ended, the discount ended. There are no additional discounts available for the customer.

Again, CenturyLink acknowledges the customers’ concerns
and apologizes for any issues, inconveniences, or poor customer service that
may have been experienced.

Sincerely,
David B.
Executive Office Case Manager
Customer Advocacy Group
Lumen
Customer Answer
Date: 06/23/2025

Complaint: 23173991

I am rejecting this response because:

Per the email I received I was informed I had a special promotional discount and that that discount would continue until 2026. I've provided that email already and it clearly states the price and the expiration date of 2026. It does not state it was part of the ACP program, it says it was a promotional discount.

Sincerely,

Julie Furnas

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This business has 2 alerts

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CenturyLink is NOT a BBB Accredited Business.