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

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  CenturyLink

  1025 Eldorado Blvd Broomfield, CO 80021-8254

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  CenturyLink

  650 Denton Blvd NW Fort Walton Beach, FL 32547-2113

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  CenturyLink

  650 Denton Blvd NW Fort Walton Beach, FL 32547-2113

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  CenturyLink

  3030 E. Semoran Blvd. Apopka, FL 32776

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:03/30/2025

  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.

  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: 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. 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 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, ******** **********   CenturyLink is NOT a BBB Accredited Business. To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process. Why choose a BBB Accredited Business? 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. 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