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

  5300 Recker Highway Auburndale, FL 33823

• 

  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

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:04/03/2025

  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 ordered a 100MB internet plan from Century Link in Nov of 2018. In May of 2024 Century link rebranded to Quantum Fiber and no longer offered Copper internet or satellite services. After giving official notification to its customer of this change, ********************** continued to charge me for the original value of the 100MB of internet services even though I was receiving less than 25MB per month. A technician from Century Link confirmed the discontinue service to my internet at the visit on June 25th 2024. I immediately called Century Link to attempt to get fiber services. My landlord later denied the installation for *************** I called Century Link again to attempt to get internet services through their sister company provider (*********). It was later discovered that ********* only offered satellite services in remote areas only. At this time I called and cancelled services. Myself and ***resentative spoke about the prior balances for services that I did not receive. The *** assured me that she would process a request to get that amount prorated to the amount of services received (which was less 25MB of service) and that I should here from someone soon. Lastly, In the final additional call of cancellation, they assured me again that my bill will be prorated. That never happened and instead that balance minus my last payment was sent to a collection agency (***********************) . This derogatory remark has caused a ********************* my credit profile and eventually damages my livelihood.

  Business Response

  Date: 04/24/2025

  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 balance due of ****** is valid and credit is not warranted. A repair ticket was entered on 03/06/2024 and the service was repaired within 24 hours. A second repair ticket was entered on 06/24/2024 but was cancelled on the same day by the customer without a field technician dispatch. Also, the reviewed calls and account notes do not indicate that credit was ever discussed or promised. Several emails were sent concerning the unpaid balance prior to referring the account to a collection agency for the unpaid debt. Ms. ***** has carried a balance since the 03/07/2024 bill.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Executive Office Case Manager
  Customer Advocacy Group
  ********************** 
  
  

  Customer Answer

  Date: 04/28/2025

  Dear ***********,
  
  The response that the company provided is false.  
  
  Both times each technician came out and said I was not getting the 100 mb of service that was promised in my package. In March of 2024 the technician ***laced my modem with a courtesy modem (which the initial cost for a new modem is between $70 - 100) saying that he hoped that would boast service and solve the issue and after his visit I was still having issues that warranted a second call for a technician to come out just 3 short months later.  From March to June of 2024 I routinely had to restart said modem 2 to 3 times a day, either manually or via the mobile app/website to get a full day of service.  This can be verified by school and employers who witnessed the frequent buffering and forced shut downs.  In the second visit for the exact same issue the technician showed up on 6/24/2024 and cancelled the appointment as he quoted I have copper wire internet service and my speed was reading below 25mg. He said it was nothing further he can do and I would have to get the new fiber set up as Century Link no longer offered copper services. My son can verify this as he witnessed this.  The technician that came out in June of 2024 was an African American middle aged man. 
  
  Additionally, I never received any other calls than robotic calls from the company.  And when pressing the appropriate prompt to speak to said ***resentatives, the call would disconnect.  I never spoke to a live ***resentative about a past due balance until I cancelled service as this is common practice with Century link.   The only time I was ever able to speak to a ***resentative is with tech services and a customer service *** following the visit. Both in which I requested credit on the account for lack of service.  
  
  Lastly, I never had issues paying for service prior to lack of service.  Century link had been my internet provider since 2018.  My family and I are a 100% WFH  and school from home family! I paid through Covid and unemployment.  Why would I mysteriously stop paying after all that time if I had been satisfied with service.   And why didnt Century link disconnect service if that were the issue.  I physically cancelled my service! At no time was my service shut off.  Please request the physical records and data that shows how many times I reset my modem during that time frame and before for that time frame.  
  
  If you have any further questing, feel free to reach out! 
  
  Thank you 
  ***** *****
  ************

• Initial Complaint

  Date:04/02/2025

  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.

  This is not a complaint about my local Centurylink tech or business, but about Centurylink (Lumen) in general. They have DAILY outages since March 1, 2025. They have had issues since last November (2024), But there has been only 1 usable day of internet without an outage in March. As of April 2, 2025, the daily outages continue. I have to beg the so-called "customer service" that is located in another country to try to get them to adjust the bill for the outages. I work from home and I have lost wages due to the outages. My job is in jeopardy. Who ill pay for may lost wages? I just want the outages to stop! Note: I do not know the address of the main headquarters to complain about. I just selected the nearest one listed.

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

  This issue has already been escalated to the *** and has already received a response to all the issues or concerns in this complaint through the *** complaint resolution process.

  Additnally, Ms. ******** is also awaiting a response for this complaint submitted to the ********************************

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

  Sincerely,

  *****. S
  Customer Advocacy Group
  **********************

• 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.