Complaints

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

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  CenturyLink

  931 14th St # 10 10th Floor Denver, CO 80202-2994

• 

  CenturyLink

  P O Box 52187 Phoenix, AZ 85072

• 

  CenturyLink

  630 N Wymore Road Suite 300 Maitland, FL 32751

• 

  CenturyLink

  890 S 2nd St Lebanon, OR 97355

• 

  CenturyLink

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/28/2025

  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.

  In the last 6 months the internet has gone out 4 times For anywhere from a 1-1/2 days To just over 3 days. Weather was not the problem. I have tried calling and talking to them as to why and cant get an answer from them. I feel this is not the service that they are contracted to deliver.

  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 **** H *******. 
  
  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 reviewed the poor service issues you have had. It has been determined the issue you are having is related to High Bandwidth Usage. Meaning your modem is using the maximum (or close to) amount of bandwidth available to their subscribed internet speed. This typically presents itself as slow speeds to a customer. The more bandwidth that is used, the less speed will be available on other devices.
  
  This can be caused by streaming video services like  ********* Hulu) for example. Gaming or Too many Wi-Fi connected devices (security cameras, Ring Doorbells, Smart TVs, smart light bulbs, ****** ****** home, etc.). Device (cell phones, tablets or MacBook/PCs) backing up to the cloud (i.e. iCloud, ****** drive, etc.)
  
  Please keep in mind that just because a device may not be physically being used at a certain time the device still has the capability to pull bandwidth. Examples are email and push notifications like for weather and news updates for example
  
  We reviewed your line stats and provisioning for any possible service issues. There has been no line issues detected and your modem is receiving the full 15 mbps that you are subscribed for. 
  
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:03/27/2025

  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 called in to tech support to get my Internet fixed and they throttled it to an extremely slow speed. I tried talking to many different people, getting lied to once that I was talking about to a supervisor, and getting hung up on twice by 2 supervisors. They did a courtesy update to our Internet to provide the new definition of broadband speeds without changing our plan to to reflect those speeds, so when I talk to tech support they throttle my speed by ? of what I was getting when I only get 30mbits/s already. I believe they did this to get a ***** saying they provide broadband to my area without really providing anything different, only making stability work so they can scam the government for money and the hundreds of people on my road have to suffer because that money went to an undeserving company instead of one that would build a more modern communication service to provide these speed. CenturyLink still refuses to revert the changes they made so I have near unusable Internet for 2 weeks while they send a technician.

  Business Response

  Date: 04/22/2025

  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 is receiving over 100% of their purchased rate. They have experienced high bandwidth usage 6 of the last 7 days. A technician was dispatched on April 7 and found no issues.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23124991
  
  I am rejecting this response because:

  First off, the technician did find an issue, but the issue with extremely high upload latency was still there. 

  Second point: for the high bandwidth use. I do not know how you could expect anything different when your business offers a maximum of 20 mbits/second when your lines clearly support more. It's 2025 and I need access to my Internet all the time. It is not your business what I do with it. I expect it to work properly. 

  Third point: I have been lied to by your customer service agents multiple times. One said they were going to send another technician out and then they never did making me waste an entire day waiting for them. 

  Your company has treated me and my family horribly. It is only right that you fix these issues and restore my Internet to the speeds they were before they were messed with. The amount of stress this has caused is immense. 

  Ever since your company has messed with the speed that I've had FOR THE LAST 3 YEARS OR MORE I have not been able to use my Internet like I previously could. It has crippled my ability to work, it has made talking to friends a chore.  

  I am seriously thinking about switching away from your company but with your horrible monopolistic practices which I know your company knows they participate in it makes it difficult. 

  Your company honestly disgusts me, and I would never recommend it to anyone that has a choice in the matter. 

   

  I sincerely wish that you would change your business practices,

  **** ******

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my service October 21st 2024 and I am still pending a refund for the pro-rated amount of my service pre payment before I cancelled the service. I have contacted Century Link 6 times to resolve the matter. 3 times via chat. All 3 times I was assured the refund was being escalated and processed. 3 times via call. On the 1st call I was told the refund wasn't actually processed when I raised the issue via chat. The 2nd call I was advised a supervisor would call me back to discuss which they did and left a short voicemail explaining they didn't understand why I was requesting the refund. The 3rd call I've been told the refund has been processed. In summary I've been told 5 times a refund has been processed but I'm still pending the funds. In total I've spent 3+ hours trying to get the refund. In my opinion the refund should be automated and customers shouldn't have to follow up and chase for the funds. Very disappointing and unfortunate service level.

  Business Response

  Date: 04/23/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr. ****************** review:
  
  I have reviewed the account, and the refund in question was issued on March 25th, 2025. The refund was credited back to the card used to pay the bill; it is the card ending in 6025.
  
  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: 04/24/2025

   
  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,
  
  Anit
  

   

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lost my phone service this past Saturday, March 23 and when I called CenturyLink for a repair, they said they could not send a technician until. March *******. That's almost 2 weeks without a phone and I do not have cell phone service where I live. I have been a Century link customer for almost 25 years, and I get support like this.

  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 Mr. ******  
  
  Upon review,

  This issue has already been escalated by MR. ***** through the *********************************** and has already received a response for all concerns through the *********************************** complaint resolution process.

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

  Sincerely,

  ****** 
  Customer Advocacy Group
  **********************

  Customer Answer

  Date: 05/04/2025

   
  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:03/25/2025

  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.

  On March 5, 2025 phone service went out, a repair person was called, century link confirmed phone was out, an appointment was made, on day of appointment, technician had to be reschedule, new appointment was made, no technician showed. 2 weeks later there was an area wide outage, service was restored to all except for the original ones that had been out. Called and scheduled another tech, said they would be here Wednesday March 26. Confirmed my appointment last night March 24th, this morning was notified we needed to reschedule our tech, and it will happen April 2nd now. We are almost a month without phone service, neighbors that also are out of phone service are missing medical appointments because of this outage, seems like the service people at century link don't care, this is the 3 time in the last 3 years we have had and outage for an extended period of time.

  Business Response

  Date: 04/22/2025

  To whom it may concern:

  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***** ******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review, I was unable to locate an account with the information provided. I attempted to reach out to the customer via email to retrieve account information but have not received a response. If the customer still needs assistance, please respond and provide your account number.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:03/25/2025

  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 signed up for the "Price for Life" plan on 2-27-2018. On the last statement I received it states that I will be getting charged monthly for an "Internet Facility Relocation Charge" of $1.50 after April 17th. In the same paragraph, it states that if I subscribe to a plan with "Price for Life" it will NOT be added to my account, and my internet service recurring charge, (page 5 of 6 of Mar 13, 2025), which is price protected, will not change. I have been paying a $1.00 Facility Relocation Cost Recovery Fee every month since Bill **** Jul. 13, 2023. I was being charged .70 per month prior to that. After FINALLY speaking with an agent (who could barely speak English) I am told that it is "outside my plan" and will be charged the "Facility Relocation Cost Recovery Fee". Once again, it states on their statement that I will not., and my monthly bill is "Price Protected".

  Business Response

  Date: 04/23/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr. ********************* review:
  
  Plans that are price protected do not change in price as long as there are no changes to the plan, the account is kept in good standing, or the customer doesn't move. The fee or surcharge is not part of the plan, and as such, price protection is not applicable to taxes, fees, or surcharges.
  
  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:03/24/2025

  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.

  Centurylink is internet provider and they failed to to provide internet service and refuse to refund my prepaid month a head fee when i cancel their service. They are not cable of sending tech guy to fix the issue on time or providing service but still not issue the refund.

  Business Response

  Date: 04/22/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Seohee Son. 
  
  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 verifidd that the customers last payment was refunded. 
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:03/24/2025

  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 signed up for landline telephone service with CenturyLink before I moved into the home it was to be installed at because I did not have internet at that time and cell reception was spotty in that area. When I called to ask for service to be installed they said they would check to see if a line was already running to the house, and then they stated that after that they would need to know if I needed jacks put in. I stated at that there were no jacks in the home aside from the very old 4 prong plugs that are no longer used so I would need them installed. They said that was fine and they could install the jacks for me without a problem. This was the last I heard from them. They did not notify me that they verified there was a line running to the house already, and they did not contact me about phone jacks. I was living in *******, ** at the time and was very busy as an *** nurse because we lost so many nurses after COVID. So I did not follow up with them, but since I had not heard from them I assumed that they had not done anything further to set up service for me. I heard nothing, no bills, no calls to my cell phone, no emails until I received a disconnect notice on 6/9/24 for $253.80. They had never even issued me a phone number, but had been charging me monthly for service that was never connected.On 6/20/24 I called and spoke with "******" at 0900, explained I never had service, never even had a number and wanted the account closed. He stated he couldn't close the account without payment. I was very foolish and paid $319.01 on 6/20/24 just to be done with it. He stated it would be closed.On 11/5/24 I received another disconnect notice for $273.37. I called again, spoke with "****" who said it would be disconnected and escalated with bill correction to refund the $319.01. I also requested all credit reporting be removed from my file.I continue to get past due notices as of today. If I try to login online it says "no account exists" for me.

  Business Response

  Date: 04/22/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms.**********.
  
  Upon review:
  
  I was able to determine from the notations on the account that the customer did attempt to notify us that the service was not working and that she thought it was never installed. The notations are pretty close to the dates right after the installation order is completed, about the time the billing first arrived.
  
  I have issued adjustments for all charges, which will negate the additional current balance due and result in a refund to the customer.
  
  Please allow up to 45 days to receive this check.
  
  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: 04/26/2025

   
  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 as long as the entire requested amount is refunded to me and any credit reporting has been removed.
  
  Sincerely,
  
  ******** **********
  

   

• Initial Complaint

  Date:03/24/2025

  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.

  On 03/24 I called to cancel my internet service effective 03/31. My account is paid in advance through 04/15/2025. I was advised by customer service that I would not be receiving a refund for any unused days of service. I advised that I was moving and would not have use of the residence after 03/31, so it is only reasonable that I cancel my service and not be charged for any additional days. She said that Centurylink no longer allows for prorated services. I am asking for a refund of $40.05 for the portion of the billing cycle that I will not have services.

  Business Response

  Date: 04/08/2025

  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 information provided was correct. CenturyLink does not prorate charges on internet disconnect orders.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:03/24/2025

  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.

  Disconnected voice service back in May. Was told by ***** ******* that he would handle it for us and nothing was done. Lumen is billing us for months of service we have not used and we have spoken to numerous people in customer service to assist and nothing has been to rectify the billing error on their end. Would Like our billing corrected.

  Business Response

  Date: 03/25/2025

  We do not have an account under her name or address. As she does not have an account with Brightspeed.

  Business Response

  Date: 05/01/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms. ********************* review:
  
  Records indicate that the account is under the business name of *******************. Unfortunately, that account is with Brightspeed Communications,not CenturyLink.
  
  The complainant will need to resubmit through the BBB and have this addressed to Brightspeed Communications or directly through Brightspeed Communications for assistance.
  
  CenturyLink does not have access to Brightspeed accounts.
  
  ********************** 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
  **********************