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

3,944 total complaints in the last 3 years.
1,512 complaints closed in the last 12 months.

If you've experienced an issue

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:04/08/2025
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
Initial Complaint
Date:04/07/2025
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 am a CenturyLink customer and send a monthly payment of $47.21 for internet service through my bank via electronic payment. On, 3/14/25, I erroneously paid CenturyLink $1574.83, which was intended to go to my credit card company. When I discovered my error I called CenturyLink the same day, 3/14/25, and spoke to a representative and requested the money be refunded to my bank account. The representative assured me the money would be refunded to my bank account within 7-10 days. Today is, 3/31/25, and the money has not yet been refunded as promised. I have been unable to reach a representative with CenturyLink since my initial call on, 3/14/25, and am seeking assistance to resolve the matter. My most recent payment to CenturyLink was made on, 3/25/25, for the amount of $47.21. The payment due date was, 3/26/25. I am up to date with all my payments to CenturyLink. Thank you for your assistance.
Business Response
Date: 05/08/2025
To whom it may concern:

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

The customer was notified that in instances of large overpayments such as these, specific documentation to release such are required to prevent fraudulent payment and subsequent refunds against failed payments,etc.

For the fastest resolution, the customer should dispute the payment through their bank or financial institution.

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: 05/09/2025

Complaint: 23141525

I am rejecting this response because:
The action, or lack there of, by CenturyLink is unacceptable. The overpayment was obviously made in error since my monthly payment of $47.21 was made on time and I never received a bill for $1,574.83. I called CenturyLink three times (3/14/25, 3/25/25, 4/16/25). The first two agents I spoke with, after putting me on hold for several minutes, told me my refund is being processed and that I will receive the refund in two weeks. The third individual, a supervisor, said the refund process normally takes 6-8 weeks. This is poor customer service that loyal customers do not deserve.
I pay my ********************** bill though my credit union every month. Since CenturyLink takes my payment every month they would know which account is involved and where the funds are coming from. CenturyLink could simply refund the overpayment to my credit union. My fourth and final call to CenturyLink was made on, 5/6/25. I spoke to a woman by the name of ***** who clearly knew her job and how to provide customer service. She was able to explain what she would to rectify the situation. ***** should be trainer, in my opinion.
In closing, I request that CenturyLink immediately refund $1,574.83 to my credit union account. If ********************** is unwilling to send the refund my account they can simply send me a check for the full refund amount of $1,574.83.

Sincerely,

*** ******
Business Response
Date: 05/28/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint and subsequent rebuttal submitted by *** ******************* review:

Unfortunately, even though it may be apparent that this was simply an overpayment made in error by the customer, when payments made are over a certain amount, it triggers a fraud alert. The additional precautions taken are there to protect CenturyLink from fraudulent activity.

The problem occurs when a person who intended to commit fraud intentionally overpays and engages CenturyLink to notify them that the overpayment was made. At that point, there is a request for an expedited refund due to the hardship the customer will endure.
Once the request appears to be satisfied, the customer waits a day or two and then reengages CenturyLink, and after confirming the check is in the mail, they have the payment reversed by their bank.
While not a common occurrence, and while not the issue here, when it does occur, it almost always involves very large overpayments.
At this time, I have confirmed that the refund requested has been issued to *** ******.

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: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.
Trying to cancel my centurylink account for 3 days. First, they said it was the weekend. So, okay I waited until Monday. Next, their website said I could not cancel online and must call. Last, I called and no one is answering after making selection to cancel. I have been on hold for 20+ minutes.
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 have verified that the account has been cancelled.

Sincerely,

Torren P
Customer Advocacy Group
**********************
Initial Complaint
Date:04/07/2025
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 returned *************'s equipment with their sticker information to *** store in *************, ******* on February 9, 2025. On March 28, 2025 I received an email showing that Quantum Fiber took $478.29 from my account stating that I did not return their equipment. I spoke with a representative who put me on hold numerous times stating that they did not have the equipment, secondly that I did not return it in a timely manner and thirdly, that it was a clitch in the system and apologized. He gave me a case number (********) and stated I would receive an email and that it would be INVESTIGATED. I have not received an email, or any other contact from Quantum Fiber. There are no physical business offices to address this matter face-to-face. I want Quantum Fiber to return my money.
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 ********* *****.

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,

Torren P
Customer Advocacy Group
**********************
Initial Complaint
Date:04/07/2025
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.
Item does not work, have tried multiple times and emailed multiple times. Was not made aware that item couldn't be return if package was opened.
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. Customer can go to the following link to return equipment. ******************************************************************************************************************

Sincerely,

Torren P
Customer Advocacy Group
**********************
Initial Complaint
Date:04/06/2025
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 am owner of ***************************************, Central Link cable installed cable box in front edge to sidewalk area of my lawn, it is against normal installation location which is couple feet to edge of sidewalk area in the middle grass area, it is a huge safety and security issue that is blocking driver back view of car drive in and out, and it looks so badly also in front view of the house and community street view, and it is security issue also to sidewalk kids or people or pets that is easily hit and getting injured. I need this this box move inside to at least similar to neighbor house or in the middle of house to sidewalk area not affecting any traffic, people walking or car driving viewing.
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 oft will need access to get to pedestals, cabling and other above and below ground equipment. While this can be annoying, it is necessary. Locations vary but installations are done within easement right away and in accordance with local city, state easements granted to CenturyLink and other utilities such as power, cable companies, etc.

Sincerely,

Torren P
Customer Advocacy
**********************
Customer Answer
Date: 05/06/2025

Complaint: 23168935

I am rejecting this response because:

Sincerely,

** ***
Customer Answer
Date: 05/07/2025
Hi:

Please help to get this resolved asap.

There is no any houses that this kind of high cable box location in edge of front of the house, easement area is big, there is NO any technical reason for this house that it has to be located in the spot, it is a bad planning and Bad installation job.

Are they happy if it is installed to their house like that? They do understand it is inconvenience to customer as safety reason, also so bad front house view why not fixing, so why not help fixing to solve this inconvenience for customer?

******* ***
**********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
************
Initial Complaint
Date:04/06/2025
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.
Billing cycle for internet from 3/18 to 4/17 bill had went up $7.50 (was $35/month, increased to $42.50). I called 3/28 asking why. Was told I have a monthly discount of $15.00 that expires on 4/2 so they had prorated discount down to $7.50 removing 15 days of discount. Asked them to reinstate the whole $15.00 discount. Was told they couldn't reinstate whole discount "today" but could on 4/2. I called back on 4/2. Was told to call back the next day as "system" wouldn't allow the discount to be renewed until 4/3. I called back on 4/3 and was told the system wouldn't let them renew the discount until 4/4. I called back on 4/4 and was told they couldn't renew the discount at all. I then told him to cancel the account immediately. Upon hearing my cancellation he mysteriously offered to reinstate the full $15 per month discount. However that discount wouldn't be effective until the new billing cycle (beginning 4/18/2025). Hence stealing $7.50. I cancelled service regardless then I was told they could not cancel the service to be effective until 4/17!!! I was told to call back 3 times (I spent 2+ hours on the phone) to get the discount reinstated. Upon my 4th call I was denied the discount reinstatement. I then cancelled my service. Upon my cancellation they finally offered to reduce my monthly bill back down to $35/month but not until the next billing ******** is clear Centurylink is engaging in significant deceptive business practices, has stolen from me, has intentionally caused significant inconvenience and significant gaslighting. I am a senior citizen and to consistently gaslight and confuse someone my age and steal from seniors is deplorable.Also, I qualify for Lifeline but they have refused to provide me the $9.35 monthly credit for several months stealing over an additional $100. They admit they will proratedly remove discounts to increase charges but they WILL NOT proratedly add discounts or cancel service to reduce charges.Sincerely **** ******
Business Response
Date: 05/01/2025
To whom it may concern:

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

Upon review,

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

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

Sincerely,

Torren P
Customer Advocacy Group
**********************
Customer Answer
Date: 05/01/2025

Complaint: 23167828

I am rejecting this response because:
Centurylink has not responded to all concerns of this complaint. They have not responded to the fraudulent billing practices, the fraudulent consistent communications regarding their ability to apply a discount, their fraudulent billing practices whereby they cannot apply a discount proratedly or cancel the service proratedly but can REMOVE a discount proratedly. They have not responded to the elder abuse by telling me to call back several times claiming they would reinstate a discount and then refusing to after 4 calls

Sincerely,

**** ******

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This business has 2 alerts

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CenturyLink is NOT a BBB Accredited Business.