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

  1025 Eldorado Blvd Broomfield, CO 80021-8254

• 

  CenturyLink

  5300 Recker Highway Auburndale, FL 33823

• 

  CenturyLink

  3030 E. Semoran Blvd. Apopka, FL 32776

• 

  CenturyLink

  P O Box 153000 Altamonte Springs, FL 32715-3000

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:06/04/2025

  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.

  We haven't had internet service since May 23rd. The one centurylink tech that's been here told us the outside line was cut during roadwork.Since then, we've had scheduled appointments and no one has come and I've had numerous online chats with ignorant male agents who suggested I have a cup of coffee or tea. The one female had no clue about our service and tried to sell me a line warranty for $99.Our June bill was knocked down from $45 to $28 which doesn't help. It should have been zero for this lack of service. We should not have to pay July's bill ********* husband and I used up our Hotspot credits and had to purchase more for $50 and it doesn't help.I work from home so I've lost jobs because I couldn't apply fast enough and sending documents for a closing were delayed as a result of no ********** current contract is about to restart and I won't be able to participate due to using Hotspots in place of real internet service. That's $1000 I'm going to lose and centurylink doesn't care.We've had issues in the past with outages and they always fail to give you credits.This is the worst company I've ever dealt with and we're still without internet service as I'm writing this.

  Business Response

  Date: 07/02/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******* ***********.
   
  Upon review,
  
  This issue has already been escalated to the *** and has already received a response for all concerns through the escalation process.
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23419182
  
  I am rejecting this response because the apology is mediocre at best and the "concern" is not there. We've had a lot of problems with CenturyLink prior to this situation and they don't really care about customer satisfaction.

  You need to do better!

  Sincerely,
  ******* ***********

• Initial Complaint

  Date:06/04/2025

  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 contacted CenturyLink several times to ask for reimbursement and to block the operator assisted calling on my elderly moms phone. They have refused and are charging her $7.99 per time. My mom uses the . This is escalated to over $500 in charges. My mom is on a fixed income and CenturyLink does not care nor have they offered any solution or assistance.

  Business Response

  Date: 07/02/2025

  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, there has been no contact with the company regarding the directory assistance calls billed. I have added a restriction on the account to stop the billing for the directory assistance calls. I have also issued a credit of $183.77 as a courtesy for the directory assistance calls.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:06/02/2025

  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.

  CenturyLink installed service to my neighors house on or around the 26th of May. When they trenched for the underground wire they broke my sprinkler line and did not repair it. They knew this happened because the sprinklers went off while they were here working. I have tried, unsuccessfully, for nearly one week to get ahold of someone, with CenturyLink, who can make this right and repair the sprinkler line. I just put $2000 worth of landscaping in my yard and I need the sprinklers to work as they should. Also, this is going to be a bigger issue when the water starts running into my crawl space. I can only get voicemails and computers, with CenturyLink, to speak to. They have the absolute worst customer service I have ever came across because I am unable to speak with a human. I would like for them to repair my broken sprinkler line as well as paying for a home inspector to inspect my crawl space to check for any damage caused by this issue. If there is damage or water protusion I want Century Link to pay for any costs related to the remediation and repair.

  Business Response

  Date: 07/01/2025

  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.  The complainint will need to contact UNIcall who is our single source for assistance with a variety of incidents such as incidents, damage claims, and more. UNIcall can be reached at 1 866 864-2255) 24 hours 7 days a week. From there a claim will be filed and an claim adjuster will be assigned.
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:06/02/2025

  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.

  I switched to CenturyLink during a promotion they were running that guaranteed an internet price of $65/month for as long as you maintained your services. I had the services installed and was overall happy with the service. They have now increased my monthly bill multiple times. I reached out to customer service, and they told me I had been notified of the change. When I asked about the locked-in price, they said that I never completed the proper paperwork. I explained that I must have because I had the services and they had been billing me. They indicated there was a second set of forms that needed to be completed and I had not done that. I can include the full transcription of my chat. They have just raised the price again.

  Business Response

  Date: 07/01/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms.*******.
  
  Upon review:
  
  At the time the initial order for service was placed, the 940/940 speed was not available as a Price for Life plan.
  
  The 940/940 speed Price for Life promotional/advertised offers had been discontinued as of October 2019 and were not offered at the time the customer signed up for their service.
  
  When available, Price for Life offers do not require any forms to fill out or qualifications other than keeping the account in good standing.
  
  Another stipulation for keeping those plans is that no changes be made to the account after the plan is in place.
  
  None of this requires any additional paperwork to be completed.
  
  The customer has the Simply Unlimited Internet plan,and this has been the plan since the initial installation.
  The April 2024 bill provided an alert that the price of the customer's service would increase and that the increase would be effective as of the next (May) bill cycle.
  
  The April 2025 bill provided an alert that the price of the customer service would increase and that the increase would be effective as of the next (May) bill cycle.
  
  Because the customer's plan, as stated on the bill, is not a Price for Life plan, the customer's plan is not price protected, and therefore no adjustments are warranted.
  
  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:06/02/2025

  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.

  Centrylink/Access from **** 5-30-2025 Complaint on laptop. Multiple private Centrylink Wifi's. Need new internet provider. Initiated chat on ********** website online agent. Agent checked/verified Complaint's address & service available. Agent pitched 100 Mbps $55 month. Complaint forwarded didn't need that internet amount. Previously tried not impressed/multiple technical issue(s). Lower tier internet reliable, cost effective & met needs. Agent forwarded 60 Mbps $55 month. Complaint asked & forwarded if internet for fixed income, verifiable government assistance & aware Affordable Connectivity Program terminated. Agent forwarded Centrylink ************** ************************************** hyperlink. Exact address entered told service not available & pitched cell phone service. Called afore # from ************ @ 4:47PM (13 minutes 58 seconds) told had to go through Centrylink representative for **** period. 6:13PM (57 minutes 23 seconds) representative stated no supervisor. Placed on hold approximately ***************************************************** Complaint hang up. Told transfer required to speak to Supervisor. Complaint stated & described again specific internet program wanted to Supervisor. Alleged couldn't find program information/direct contact info. Go through Centrylink not ****. Could only transfer to the department. Call terminated shortly after alleged transfer. Called 7:11PM ( 3minutes 49 seconds) similar tactics attempted. Complaint stated deceptive sales tactics/misinformation etc.. Attempt to get Complaint to agree to original internet packages/price pitched. Informed filing Complaints & terminated call.Relief Requested: Designated Centrylink & or Access from **** contact @ ************. Designated representative direct contact phone & or email. So Complaint can contact & be assisted through entire process to establishing Access from **** internet service at residence. All afore cited calls reviewed & representatives appropriately addressed.

  Business Response

  Date: 07/01/2025

  To whom it may concern:

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

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

• Initial Complaint

  Date:06/01/2025

  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.

  Contactors from Century link worked in our front yard for 2 days regarding a neighbors issues starting 5/30/25. We had issues with our internet while they were working, we use a different provider and told us that it was ***** problem because they wired things wrong in another box. They left early and then our internet worked after leaving. They were not here due to issues with our internet but did disturb it. I looked out front after they left and garbage was all around, I did gather a portion of it as some was blowing away. They returned the second day unannounced and stated they were finishing their work because they stopped yesterday due to our internet issues. I was grateful that they did ask if it was a good time if our internet was down. They brought in a potholing machine and completed their work so I think. Then following morning I opened a front blind and saw mud on my windows, confused I looked out front and my yard was plastered with mud from their potholing machine. They broke my solar light left more garbage. I just can't believe they would leave someone's front yard in such a mess. I should not have to waste my time and money cleaning up after them and buying new lighting.

  Business Response

  Date: 06/30/2025

  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. 
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. Our field team spoke to this homeowner about the situation and explained that we did not show any work in her area. She didnt have any names or badges she could refer to help identify what was going on.  She stated that some sort of excavation was going on and we asked if she saw any new utility marks for blue stake on the sidewalk or ground where they were working? She stated her husband is in construction and she knows what bluestake was. She stated there were some real old marks from a long time ago but nothing new.  We explained that Lumen/Centurylink always calls for new bluestake before any excavation and without any firm ID it is difficult for us to find out what is going on. She did state her neighbor is putting their house on the market and doing construction to get the house ready for sale. She stated that she doesnt know if the people doing work will be back, but if they show up again, she will call the locat field manager directly with additional information so we can track what is going on. 
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************
  

• Initial Complaint

  Date:06/01/2025

  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 lived at ******************************************************************** from August 2017 to April 15th 2025. For that time period I used Centurylink as my internet provider. My house was rented out in April 15th 2025. I signed into my online account on the 19th April to cancel, but was told I needed to call to cancel. I called the company who couldnt see my account. I was led to different departments, who also couldnt see my account. I was told to call On as my account was with them, they told me that I didnt have an account with them and gave me Centurylinks number. I spent 2-3 hours on the phone being led in circles. I emailed and no one could help. I contacted them on ******** on April 29th and was told that they could not find my account. At the same time Centurylink are sending me bills. They charged me the monthly fee of $45 on 5/1/25 and now they are charging me on 6/1/25 for a service that I dont use. I disputed with the ** company but somehow they still let the payment go through and now I will have to call and complain to the ********** about this tomorrow. Ive paid Centurylink for 7 years without fail and now that I have moved they are failing me, by not doing their due diligence and helping me cancel and they are taking money for a service I no longer use. Please help me resolve this.

  Business Response

  Date: 06/30/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms. ****************** review:
  
  Prior to this review, the account was refunded the last 3 payments made. No further adjustments are warranted.
  
  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:06/01/2025

  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.

  Wi-fi has been going in and out constantly for the last several weeks. When youre on your computer one moment, it will be fine and the next moment Wi-Fi is out again. This happens times a day and I am being charged monthly for this service, but the service is not steady. It continues to fail all the time, and I need be compensated for the money that I pay monthly and do not have consistent service. this is a consistent problem with this company. I have filed complaints many times over the past year because the Wi-Fi is not acceptable for I am paying. I need to have a price adjustment from Centurylink once again because I do not have consistent service as I am paying for

  Business Response

  Date: 07/03/2025

  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 account statistics show the line is very unstable. There have been multiple authentication drops daily. I scheduled a repair ticket but it was not completed as initially scheduled. The ticket is now scheduled for July 7. I have issued a credit for one month of service charges due to the issues.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:05/31/2025

  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 canceled my CenturyLink internet account on March 27, 2025. The credit on my account is $22.67 of which I was told a refund would be received by me within ***** ******* of today, May 31, I still have not received the refund.1. On May 14th I contacted CenturyLink customer service via ******** and was told that there was a "delay" and the refund was not yet processed at that time and that the case was escalated.2. On May 26th, I checked back with CenturyLink customer service via ******** for a status update and was told the refund would be received by me within 3 - 4 business days. I expressed the urgency as I am in the process of a permanent change of address across the country on June 2nd.3. On May 31st, still no refund received. When I checked back with CenturyLink customer service, asking for the date when it was mailed, I was told that now they do not have a specific time frame and no one can tell me when I'm going to receive my refund.The incompetence of this company is beyond comprehension. It has now been more than 2 months since I canceled my service and not a single person at CenturyLink customer service can figure out when my refund is going to be sent? I am now requiring my refund to be sent directly to my bank account.

  Business Response

  Date: 07/09/2025

  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 Check number ********** for $22.67 shows to have been mailed and casehed as of 6-17-25.
   
   
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

  Customer Answer

  Date: 07/09/2025

   
  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. I eventually did receive my refund. It's unfortunate that it took filing a complaint with the BBB in order for that to happen. 
  
  Sincerely,
  
  ******** *******
  

   

• Initial Complaint

  Date:05/31/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CenturyLink is charging use of Directory Assistance on 2 different occasions in April 2025. Our household has never used this service. **************** ignored my attempt to have charges removed without any opportunity to explain the issue.

  Business Response

  Date: 06/17/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Brian Veach. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review, the customer has been with CenturyLink for over 34 years and has not had a directory assistance call ever. i have issued a credit for the directory assistance calls. The customer may want to look at phones (if cordless), the batteries may be going bad causing them to dial three digit numbers randomly.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  David B.
  Executive Office Case Manager
  Customer Advocacy Group
  Lumen