Business Profile

Telephones

CenturyLink

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telephones.

This business has 2 alerts

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

3,924 total complaints in the last 3 years.
1,509 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:04/02/2025
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.
called centurylink 1 800 201 4099 ****** 4:40pm spoke to ****. told him need to cancel internet and report phone unusable due to load static. told me internet would be cancel same day and then would work on phone. conf #**********. recvd order confirmation in mail.102224 auto pmt $153.22 taken for internet and phone for oct.112524 auto pmt $157.88 taken for internet and phone for nov.121224 called and spoke to ****** 4:15pm internet cancel order still pending, she didn't know why. she will be expediting and will be cancelling ******. asked about phone line, cant do anything till internet shut off. will be crediting account for 2 months conf# ******************** ****** called and spoke to asma 3:59pm. had to place another order to cancel internet. still cant fix phone till internet stopped. asked to be transferred to supervisor. spoke to sadique 4:20pm. couldn't explain why internet hadnt been cancelled. he cant stop billing for it. cant do anything about phone. internet will be cancelled ******. conf# **********. **** is now $157.88 for dec. received order confirmation in mail. ****** received bill for $279.03, called 3:40pm spoke to ****. internet still not disconnected. will reverse late fee. still cant do anything about phone. told me will take about 30days for internet to be cancelled. centurylink had a glitch and happened to other customers. when internet cancelled and phone fix will credit me back to ******. conf# **********.021225 received bill for $468.08. called 3:05pm spoke to *****. internet still hadnt been cancelled. will be on ******. then phone will be addressed. ****** called 2:44pm spoke to ***** - internet cancelled! will dispatch tech to house ******. when fixed will credit back everything to ****** conf#*******. phone repaired ******. after additional calls and chats *************************** still have bill of $393.94 with no service from ******-****** and told cant do anything about bill.
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 ***** ******
.
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 applied the necessary billing credits to the account to covere the duration between 10/17/25-2/27/25.

Sincerely,

Torren P
Customer Advocacy Group
**********************
Customer Answer
Date: 05/07/2025

Complaint: 23153006

I am rejecting this response because: I have just recvd my may statement. I see all kinds of credits but don't know what they are for. Here is a summary. Oct 2024 *** s/b for 16 day $81.53. Auto pmt taken for $157.88. Nov ************* *** s/b $0. Auto pmt taken 112524 $157.88. Feb 2025 *** s/b for 1 day $3.60. March 2025 *** s/b $100.74. April *** s/b $100.74. 041635 $140.17 pmt made to stop phone from being disconnected. When you add what I should of been billed 10/24 -043025 $286.61 ($81.53, $3.60, $100.74, $100.74). I paid $455.93 ($157.88, $157.88, $140.17). I should of had a credit of $169.32 before my may 2025 bill. After this credit and my may *** of $100.74 I should still have a credit of $68.58. I would appreciate the additional credit of $169.32 to be applied
Sincerely,

***** ******

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

CenturyLink appreciates the opportunity to review the issues or concerns regarding the rebuttal 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 the necessary out-of-service credits have been applied. No further credits are due at this time.

Sincerely,

Torren P
Customer Advocacy Group
**********************
Customer Answer
Date: 05/28/2025

Complaint: 23153006

I am rejecting this response because: I have still not received all of my credits on this account. I sent a breakdown on last rejection of what I am owed. I have not received anything explaining why this isn't correct. Your bills are so confusing, you issue lines and lines of credits with no explanation what dates they are for so impossible to see where your error is. I have spent so many hours with your customer service many times being transfer to nothing, or wrong departments, Disconnected or just flat out told "can't do that" I am sure this is a tactic centurylink uses to get you to give up. I am very unhappy with the customer service you provide.

Sincerely,

***** ******
Initial Complaint
Date:04/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have called Century Link 3 times now. It's been months and no one has gone to correct the safety issue. someone left a very long wire/cord from Century links box wrapped around the neighbors wooden fence , running across the drive way at my rental home, all the way across to the mailbox, ALL above ground. This is a safety issue. March 3rd was my 3rd call ref # ********* Its been months and no one has gone to correct it, put it underground or some how fix it. you can see the black cord running below the red part on the fence in the picture attached
Business Response
Date: 04/29/2025
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 there is an open ticket with our contractors to bury the line and we have requested for the work to be expedited. We apologize for the inconvenience this has caused.

Sincerely,

Torren P
Customer Advocacy Group
**********************
Customer Answer
Date: 05/08/2025
I got a picture, it has not been fixed. Black cord still wrapped on the white fence.

Case # ********
Last response from Century link on your page was that they would notify you/me when it was done.

They haven't done it

****** Salinas
Business Response
Date: 05/29/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding the r ebuttalthat 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 are still working with our field team and contractors regarding the delay in the ticket. We do apologize for the inconvenience this has caused. However there are multiple factors that can cause delays in repairs which we are currently sorting through.

Sincerely,

Torren P
Customer Advocacy Group
**********************
Initial Complaint
Date:04/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 4, 2024 to cancel my internet service since the internet service had not worked since November. I called several times about a repair and each time Centurylink would reschedule and never came out. Finally called on December 4th to cancel. ( see screen shot) the service. Also my home phone was not working. I called numerous times to get just the home number fixed and that was finally resolved in January. I was told it would be $30.00 to keep the home phone but after it was fixed in January I was told it would be around *****, which I advised that was not acceptable and to turn it off. I then get a bill for ****** which I was advised it was for internet and phone through February. **************** representative said I didnt have a confirmation number so she could help me and I owe the bill of $******.She refused to discuss any further or let me speak to a supervisor.
Business Response
Date: 04/30/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **** *******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

Upon review, the customer canceled the disconnect order on December 6 and no other order was issued until February 18. I issued a credit for the time without service for the internet and phone totaling $118.03. The remaining balance owed is $32.31

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

Sincerely,

***** *.
Customer Advocacy Group
Lumen
Customer Answer
Date: 05/14/2025

I have read Centurylink response and if understood this correctly they will resolve this
issue with a payment of $32.31
I will go ahead and pay the amount of $32.31 to get this resolved. What is the next step?
I would like something in writing from Centurylink that this paid in full and I will not receive any further bills.
Thank you for your help
**** *******
Customer Answer
Date: 05/15/2025
Good Morning
I received the bill for $32.31 from Centurylink, which I will pay this week.
Is there anything else I need to do to finalize the claim?
Thank you
**** *******
Business Response
Date: 05/28/2025
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 **** *******

Upon review: after the payment of $32.31 is received the account will have a zero balance and the customer does not need to do anything further.

Again, CenturyLink acknowledges the customers concerns and apologizes for any issues, inconveniences, or poor customer service that may have been experienced.
Sincerely,
***** *.
Executive Office Case Manager
Customer Advocacy Group
**********************
Business Response
Date: 05/28/2025
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 **** *******

Upon review: after the payment of $32.31 is received the account will have a zero balance and the customer does not need to do anything further.

Again, CenturyLink acknowledges the customers concerns and apologizes for any issues, inconveniences, or poor customer service that may have been experienced.
Sincerely,
***** *.
Executive Office Case Manager
Customer Advocacy Group
**********************
Initial Complaint
Date:04/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my service with century link on February 18 and have a credit of about $158 dollars.I was told I would receive a check in 30 to 45 days and called today 4/1/25 and was told I would have to wait ***** days from 3/17/25 This isnt right. Its been 41 days now since I cancelled my service and now being told I have to wait another ***** days is like stealing the interest I should have received on the money
Business Response
Date: 04/30/2025
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 refund has been manually issued.

Please allow up to 45 days to receive this refund check.

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: 05/01/2025

Complaint: 23145777

I am rejecting this response because:
They have had my money since Feb. I is now May. How is this fair or legal?
Sincerely,

***** ******
Initial Complaint
Date:03/31/2025
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.
Internet kept dropping. It took 10 days for a technician to arrive to the house and then he cut the internet connection completely and promised someone would be out the following day to make the needed repair and reconnection, this was nearly ************************************************************************************************************* scheduling. I get auto scheduled for a repair that never happens and broken assurances that a technician will call me, which does not happen. The agents are following a script and give vague responses and their specialty response is there is a large outage in your area except they cant answer where or when and there are no reported outages to be found anywhere on their outage tracker website. Deductive reasoning dictates that they are trained to say this in hopes of placating consumers as this is a very commonly reported response amongst Century Link customers experiencing isolated technical outages.Customers desire financial restitution for all lost services including loss of access to streaming providers such as *******.
Business Response
Date: 04/30/2025
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Ms. ********

Upon review,
This issue has already been escalated to the Utah PUC and the *** and has already received a response to all noted concerns through both of those complaints already addressed.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
***** S
Customer Advocacy Group
**********************

Customer Answer
Date: 05/04/2025

Complaint: 23141343

I am rejecting this response because:
while the *** has updated their ***************** map to remove Century Link *** services to my area CE fury Link has not made the necessary updates to their sales and marketing website. When I input my address or the address of a neighbor it shows that *** services are available and at 6Mbps, which is a misleading fraudulent claim. The website needs to be updated in accordance with the affected *********** map and accurately show that services are not available to the residences and businesses within the affected area.

Sincerely,

*** *******
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 Ms. ******************** review,

This issue has already been escalated to the *** and the *** and has already received a response for all issues or concerns from those respective agencies.

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

Sincerely,

***** S
Executive Office Case Manager
Customer Advocacy Group
**********************
Initial Complaint
Date:03/31/2025
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 had issues with Century Link in past. They billed me for services I never had, so I was leery of dealing with Quantum Fiber for that reason. Since *************** was getting so bad I decided to try Quantum. They have been just as bad as ******** They do not show up for appts and they do not call either. When someone does show up the person has no idea why they are there or what to do. Quantum asks for payment up front. I have been waiting since March 11 to get issues resolved. Each person says they will escalate it, but no one does. You can barely understand the service **** on the phone and you cannot get them to understand what is going on. The stress these companies cause is unreal. We are practically forced to have internet, so it has become a real problem with service.
Business Response
Date: 04/28/2025
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 customers new install order has been completed.

Sincerely,

Torren P
Customer Advocacy Group
**********************
Initial Complaint
Date:03/31/2025
Type:Delivery 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 called 2-3 times a week for the past 3 months and have yet to receive an answer. My problem is simple: I would like to upgrade my speeds from 100 MBPS to 500 MBPS. This company has blatantly lied so many times. I have been given at least 6 case numbers that never end in a resolution. I submitted a review, within 12 hrs, I received an email saying if the issue has not been resolved to email them back. I emailed back within 15 mins. It has now been a week and surprise, surprise, no answer back. The disregard and disrespect I have received from this company is beyond unacceptable.
Business Response
Date: 04/29/2025
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, this customer is an instant Wi-Fi RGnet customer. The plans typically include: 100 wired/100 wireless, 300 wired/300 wireless, 500 wired/300 wireless, and 940 wired/300 wireless. This often leads to confusion as customers expect faster wireless speeds with upgrades, but only wired connections are upgraded. The customer's plan was manually adjusted to reflect the desired speed, and the services were explained in detail to avoid future confusion. The fiber success team attempted to reach out to the customer on April 15 and again on April 17 but received no response.

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

Sincerely,

***** *.
Customer Advocacy Group
Lumen
Initial Complaint
Date:03/31/2025
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 monthly amount of my bill is supposed to be $50.00 and the total of taxes and fees, etc. should be 9.79. They are charging me $55.00 and *****. This needs to be corrected. The total bill should be $59.79 and they are trying to charge me $65.21, a difference of $5.42 per month. Also, there is a charge of $99.00 on my bill which should not be there. My phone was not working, and I called them. They told me that there would be no charge for a technician unless the problem was inside my house. I received a text that the tech would be there between 11 and 3. I called at four and was told the tech had until 5 to arrive. HE NEVER SHOWED UP. I waited all day at home . The next morning I got a text that a tech had arrived. He did nothing. He did not come into the house. I should not be charged. Additionally, I periodically have no service, and I have to call and get a signal sent. In the last year I have been without phone service for a total of SIX WEEKS. I want to be compensated for that and I want the $99.00 charge removed. I also want my bill corrected. My other home which is 1.5 miles away, is being billed correctly, so there is no excuse for this over charge. I have a price for life agreement with this company and my bill should be $59.79
Business Response
Date: 04/29/2025
To whom it may concern:

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

The customers bill is correct. The $99.00 fee assessed was due to the customer requesting a dispatch to address trouble with the service even though testing by the support agent did not detect an issue.

When a technician is dispatched under these conditions,the customer is advised, on the call, that should the technician arrive, test the signal to the network interface on the outside of the house, and determine there is no trouble found, there will be a $99.00 trouble isolation charge for no trouble found.

The technician on this dispatch tested the circuit all the way to the network interface on the customer's outside wall and determined that the signal was good to the home and that if there was an issue, it was beyond the network interface, which is not covered by CenturyLink.

The customer can also avoid paying the additional late fee often incurred in the amount of $6.00 by signing up for auto *********** it is currently, no adjustments are warranted, and if the balance is not addressed,another late fee may occur.
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: 05/21/2025
This was not resolved. Century Link has not contacted me to resolve this. I am continuing to get bills listing the disputed charges.
they must contact me IN WRITING BY MAIL so that I have a record of this in case I have to take them to court, which will be my next step if this is not taken care of.
Please reopen this case and tell them I will not let this go until I am satisfied.
I could report you in a complaint for not taking care of this in a timely fashion. You are supposed to protect consumers. Sincerely **** Vilene
Customer Answer
Date: 06/04/2025
I received a letter from century link as well as your response from them. This bill is NOT correct. The technician did not arrive on the scheduled date. If anything was done here I am not aware. I saw no technician and I have a witness that he did not arrive. I also made it clear on the phone when I talked to century link to report that my phone was not working...no dial tone...that I was not going to pay a service charge. The person I spoke to on the phone assured me I would NOT be charged. The problem, which is on going, is with century link. Since my phone line was activated I have had 5 weeks of no service. My bill which is a lifetime rate, is supposed to be $50.00 plus taxes and fees of $9.79 for a total of *****. That is the amount that my bill should be. I am not going to pay $99.00 for a service I did not get, and I want my bills adjusted to the proper rate. I will pay past due bills of the proper amount, but no more. Also, when I signed up for service I made it clear that they needed to send me paper bills in the mail and I was told that it would not be a problem and I would not be charged extra for paper bills. ************ is LYING and I will not have it. Code 23137575-939B2
I also want you to know that they have threatened to disconnect service, and as I am sure you are aware, they cannot do that while the bill is in dispute. I am a sernior citizen over 65 and I rely on this phone.

Initial Complaint

Date:03/30/2025

Type:Product Issues

Status:

Resolved

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 October 2024, CenturyLink received my cancellation for all their services and my last payment by check with a reply card via **** mailing. Cancellation was written on the check as well. The card came back much later.Every month after cancellation, I received false ******** from CenturyLink without any use of their services!CenturyLink sent the latest bill from March 25, 2025, with claims that $922.03 would be due on April 21, 2025.I want CenturyLinks acceptance and confirmation of my October 2024 cancellation and all outstanding balance-claims by CenturyLink to be cancelled. I want CenturyLink to refund billing for their services that were not ordered and for repeated failure of the proper use of the phone (extremely loud noises and interference from another line) or no-use at all in 2024, for days at a time, plus my time used to deal with CenturyLink's enduring problems.

Customer Answer

Date: 04/10/2025

Thank you for your kind help. Although in October 2024, I cancelled all services by CenturyLink, they now sent a cancellation of their services for April 21. This means they demand to pay the false and outrageous bill of nearly $1000.

I am not aware that we had any leased items from them. They sent a new modem long ago without my consent. I we did not use it or unpack it. I asked for a return label to send it back, that label never came.

Thanks again, ****************ogsc="" style="margin: 0.1rem 0px; line-height: 1;">Complaint # ******** Loveland

-----Forwarded Message-----
From: Centurylink <**************************************************************************************************************************>
Sent: Apr 7, 2025 12:25 PM
To: <*********************************************>
Subject: Your CenturyLink Services are scheduled to be cancelled.

View inbrowserwindow

Support

SignIn

Thank you for your business!

We received your request(#**********) to cancel CenturyLink services. The details are outlined below.

Service(s) cancelled:
CenturyLink ************************************ogsc="">CenturyLink ***********************************************ogsc="rgb(0, 0, 0)" style="margin: 0px; padding: 0px; font-size: inherit; font-family: inherit; font-weight: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; border: 0px; line-height: inherit;">Your service(s) will be cancelled onApr 21, 2025.

Equipment returns:
If you have leased equipment from CenturyLink, be sure to return it within 30 days.

If leased equipment is not returned within 30 days, you will be billed up to $200.00 per piece of leased equipment, and it's yours to keep.

Start a return

Your final bill will be sent to the address shown below.

Its a good idea to keep this email for your records.

Your CenturyLink Team

Your Account
Bara Loveland
Po Box 721
Rimrock, AZ 86335

Your Telephone Number
************

Privacy ****************************************************************************************************************ogsc="" style="color: inherit; margin: 0px auto; padding: 0px; font-size: inherit; font-family: inherit; font-weight: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; border: 0px; line-height: inherit;">

2025 CenturyLink. All Rights Reserved.

This transactional email was sent from an automated email server. Please do not reply to this message.

CenturyLink respects your privacy. Please click the link above to view our *********************************************************ogsc="" style="color: inherit; margin: 0px; padding: 0px; font-size: inherit; font-family: inherit; font-weight: inherit; font-stretch: inherit; font-style: inherit; font-variant: inherit; border: 0px; text-align: right; line-height: inherit;">

This email was sent by:CenturyLink
P.O. Box 4259 ******* LA, *****, **

12087

Business Response

Date: 04/25/2025

To whom it may concern:

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

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
**********************

Customer Answer

Date: 04/26/2025

BBB ID ********

The note, CenturyLink sent to *** stated that they have balanced my account to zero, not compensating me for intolerable, repeated, and ongoing phone noises, or even total failure of phone service, up to days at a time. Several people tried to call and repeatedly could not reach me at all; several times, on several days at a time, I could not call out.

CenturyLink claims that there was no phone problem. However, two polite and knowledgeable technicians came to the house in summer/fall 2024 at different times and each found that the problem was elsewhere. One placed a new, provisional cable from a box across the street and up the hill to a box that served the phone here. The reception was partly better, yet problems continued. Was the surface cable vulnerable to animal bites, or were heavy trucks compressing it? As of this day, the cable is present as a proof of CenturyLinks denied problems.

By *** rules, CenturyLink still has to send me a note in writing with their suggested solution. Several requests for sending a return label for their router are unanswered. They sent a router I had not ordered. Their suggested solution would be OK if I get their suggestion they sent to *** in writing with added no claims regarding equipment.

Customer Answer

Date: 05/05/2025

After I had mentioned that the CenturyLink cable going across the paved street is still the witness to the severe problems with CenturyLink's phone service (that they denied), I saw that it was pulled off the street and somewhat rolled up on the land.

Their phone service past summer and fall was failing in many ways, for months, although they falsely claimed that there was no problem with this phone within a year! Not counting this? Total repeated failure of phone service for days (there are witnesses who tried to call me without success), repeated loud hum on the line so that either party could not understand the other, other voices on the line, all hindering business and other contacts.

The FCC told me that CenturyLink still had to send me a confirmation letter that they have balanced my account to zero, since it was cancelled in October 2024 and written thus on the "for deposit only" October 2024 check! They sent monthly accumulative bills, the last one "due" on April 21, 2025!

We can only accept their solution if they add that they also waive all claims in regard to equipment of any kind. For about 1/2 year, from cancellation in October 2024 on, I have asked them repeatedly to let me know where in the area I can drop off the unordered router they sent, or to send a return label for it. The past replies were but more unjustified bills for cancelled services in October 2024, unused services ever since. The last request for a return label remained unanswered. No more bills after April 21, yet.

Thanks for your kind help!

Bara

Customer Answer

Date: 05/06/2025

The message of closing the case by BBB I only received today, one day after closing! I reported yesterday to BBB about the situation and that I had not received the "final" bill of $zero from CenturyLinjk. I only read this $0 bill yesterday late at night after working out of town. I think that BBB did a great job and I thank you all. However, I also think that BBB does not consider the far longer delivery times by (slow Internet) email, it is not satellite in this rural area) and mail (all now goes through slow Phoenix) than years before. I had replied and reported as requested and wanted to see a waiver from CenturyLink regarding all claims of equipment they had sent unordered and/or talked about in a former email. My last request for a return label has not been answered. I hope that this is included in the $zero bill or the case will continue.

I thank you for your work!

Best wishes, Bara

Business Response

Date: 05/21/2025

To whom it may concern:

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

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. You may follow the following web link and request a return label. Unfortunately we do not have the capabilites to send you one via mail.

******************************************************************************************************************

Sincerely,

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

Customer Answer

Date: 05/21/2025

Complaint: 23135602

I am rejecting this CenturyLink response because:

I have not seen in FCC/CenturyLink statements that the solution included a return label.

For about 8 months, I have requested a return label, or naming of a local office where I could drop off the not ordered modem. Finally, today, I received a return label and printed it out to return the modem ASAP.

I request a confirmation that with the return of the modem in the unopened, original box CenturyLink will close the case on their end. I lost many working hours of time to deal with CenturyLink's demands to pay for 7 months for phone services that I had canceled in October 2024! Thanks for BBB and ***, a closure of this case may be agreed upon.

Thank you.

Sincerely,

Bara ********

Customer Answer

Date: 05/30/2025

Finally, after several requests in about 8 months to send a return label or name a location to drop the unordered modem off. I see no mentioning at *** that CenturyLink will send a return label! I got the return label and printed it out. The modem will be sent off, ****. Will let you know when this is done.

Thanks again, ***********! BBB is great!

Bara

Loveland

Initial Complaint

Date:03/28/2025

Type:Service or Repair Issues

Status:

Answered

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 been paying for service when my phone is not working. It has no dial tone and hasnt for about 6 weeks. I requested service and the *** said he fixed it and it worked maybe for 30 minutes and didnt work anymore. I want my monthly bill taken care of, and phone service fixed or just turn it off already.

Business Response

Date: 04/25/2025

To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *** *******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

Upon review, the customer did not report any phone issues until March 28. A ticket was submitted and completed on March 31. The customer contacted ********************** to reduce her monthly statement. 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,

***** *.
Executive Office Case Manager
Customer Advocacy Group
Lumen

Customer Answer

Date: 04/25/2025

Complaint: 23131196

I am rejecting this response because: You stated I did NOT request service until March 18th I requested it on March 12th. I would like a month of my payment refunded or credited. I went way too long without phone services. Look at the day of my email 3/12!

Sincerely,

*** *******

Business Response

Date: 05/06/2025

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 *** *******

Upon review: I have applied an additional credit to the account for the time without service.

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

Sincerely,
***** *.
Customer Advocacy Group
Lumen

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 2 alerts

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Customer Answer

Thank you for your business!

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

CenturyLink is NOT a BBB Accredited Business.