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

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  CenturyLink

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

• 

  CenturyLink

  500 Winderley Pl Ste 300 Maitland, FL 32751

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  CenturyLink

  P O Box 165000 Altamonte Springs, FL 32714

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:08/15/2022

  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 am filing a complaint of neglect. We have been without landline phone service since 8/7/22. I have been in contact with Centurylink 3 times and saved me transcripts with them stating we need to have phone service as we live in an area with no cell service. Therefore we have no way of contacting 911 in an emergency situation. The issue is a line issue as our neighbors have been without phone as well. They are elderly and have medical issues one of which just required calling 911 the week prior. Centurylink keeps telling us they dont detect an issue and will send a tech out on 8/19/22. I have told them this is potentially a life or death situation if we need 911 services as we have no means of communication and they will not make adjustments to come sooner. I know this is an option as my husband worked for xfinity and would get called out after shift for these exact same circumstances. ************* when health issues are at stake is a major liability. Not to mentioned we are being billed for a month of service and going 2 weeks without service.

  Business Response

  Date: 09/13/2022

  CenturyLink has completed a review of the complaint filed by  Mrs. ***************************** regarding the repair time frame.
  
  Per the complaint received: I am filing a complaint of neglect. We have been without landline phone service since 8/7/22. I have been in contact with Centurylink 3 times and saved me transcripts with them stating we need to have phone service as we live in an area with no cell service. Therefore we have no way of contacting 911 in an emergency situation. The issue is a line issue as our neighbors have been without phone as well. They are elderly and have medical issues one of which just required calling 911 the week prior. Centurylink keeps telling us they dont detect an issue and will send a tech out on 8/19/22. I have told them this is potentially a life or death situation if we need 911 services as we have no means of communication and they will not make adjustments to come sooner. I know this is an option as my husband worked for Xfinity and would get called out after shift for these exact same circumstances. ************* when health issues are at stake is a major liability. Not to mentioned we are being billed for a month of service and going 2 weeks without service.
  
  In a review of the account associated with this complaint, the customer contacted ********************** repair via chat on 8/10/22 reporting a phone line outage which included their neighbor's service as well. A repair ticket was submitted for no dial tone with a scheduled due date of 8/19/22. The customer requested an earlier date and was advised that depending on the availability of the field technician, a notification would be sent if there was an updated schedule. 
  The customer contacted repair again on 8/12/22 and on 8/15/22 requesting a sooner date and was advised that a sooner date was not available. Upon receiving the complaint, the issue was escalated to the appropriate teams for a due date override and unfortunately, 8/19/22 was the first date available. CenturyLink records indicate repairs were completed on 8/19/22 and also on 8/30/22. Credit has been issued on the account for the time the customer reported having issues. 
  
  In regards to the medical issues, the neighbor is advised to contact CenturyLink directly regarding updating their account to ************** When an account is flagged a ************** repairs are worked as emergencies. In order to have an account flagged as critical care, a ************* Form will be mailed to the customer and a qualified medical professional must complete the form and either return it to CenturyLink via fax: ************ or mail it to ********************************************************* 32703.  
  
  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 *** have been experienced.  
  
  Sincerely,
  ***************************
  Executive Office Case *********************************** **********************
  

• Initial Complaint

  Date:08/14/2022

  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 6/17/22 to cancel service for ************ due to *********************** death an to cancel the auto pay. Called again 7/13/22 due to receiving bill and phone was not disconnected. Phone was then disconnected and auto pay was supposed to be canceled again. Aug 8, 2022 Auto pay was pulled from bank account in the amount of *****. Very frustrating.

  Business Response

  Date: 09/10/2022

  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,
  
  Our records indicate the customers relative requested for a service cancelation on June 17, 2022. The account was not disconnected until July 13, 2022, resulting in an additional months charges for a total balance of $111.25. the charges billed after the initial service cancelation date, June 17, 2022, were credited back to the customer inconsideration to the additional months incorrect billing.

  
  CenturyLink received a payment for the valid June billing on July 21, 2022, for $54.39. The payment was later backed out by the customers bank resulting in an unpaid balance.

  
  CenturyLink reviewed the billing concerns with the customers family member on September 6, 2022. CenturyLink advised the final balance was correct and agreed to send copies of the billing statements in concern.
  As of today, after all credits and the backed out payment, the customers outstanding balance due is for the total amount of $25.75. As a show of goodwill, I applied a onetime credit for $25.75 to resolve the final balance.

  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

• Initial Complaint

  Date:08/14/2022

  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.

  My husband and I are elderly long-term customers of Century Link. In May, our land line went dead for about three weeks. We called repeatedly about the hardship but did not get an adequate response. We share a single cell phone and I was out of town for a week during the outage for an important family obligation. That meant my 70-year-old husband was left in a largely rural area for about a week with no way to access 911 in the event of an emergency. Because of the egregious outage and the lack of concern by the company, we withheld $14.23 from our next bill payment, citing lack of service. We did so rather than seek a bill credit because after a prior incident, we had been promised a credit that never materialized. A letter explaining the reasons for withholding the amount was sent along with a check to the Century Link billing operation in *******, **. Instead of understanding and addressing in a fair way, the ******* office slapped us with an $18 late fee while also demanding the $14.23. We consider this outrageous behavior that borders on elder abuse. We wrote a follow-up protest letter to Century Link headquarters and never heard a word back. We want the company to refund the $14.23 and the $18 late fee, both of which we paid to avoid further billing rip-offs.

  Business Response

  Date: 09/06/2022

  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,
  
  Our records indicate the customer reported service trouble on two occasions during the month of May and June 2022. Due to systems defect, credits were never applied to the customers account for the days out of service.
  I applied a onetime credit for $82.49 to the customers account inconsideration to repair interval and service trouble. The credit includes the late payment charge the customer mentioned in the complaint.

  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

• Initial Complaint

  Date:08/13/2022

  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 have had to call Centurylink every single month due to billing errors. The amount due on the bill is different than the phone automated billing and website. They do not comply with the *** program either. The representative gave me an amount due, I paid it, then they tried to say I was behind on my bill! My payment history shows that I paid on time each month, so why would this time be different? My internet program was changed to a higher one without my permission! On July 11, I called and was supposed to change back to the $50 plan. I also am part of the *** deal. They add bogus fees and each of their reps has a different explanation and billing amount. When I ask for a manager, they tell me one will call, but that rarely happens. I finally got fed up and canceled service on Aug 9. They already tried to give me a higher amount that is due and told me I'd also receive a final bill. I believe their billing practices are fraudulent and see many bad reviews about this company.

  Business Response

  Date: 09/06/2022

  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,
  
  Our records indicate the customer reviewed the billing concerns mentioned in this complaint with a supervisor on August 12, 2022. The customer was advised the additional charges incurred were related to late payment charges.
  I verified the customer was being billed at the correct purchased service rate. The charges are valid and have been sustained. CenturyLink has determined the customers request for a service adjustment is not warranted.

  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17713947
  
  I am rejecting this response because:

  If you look through my payment history, you will see that I HAVE NEVER BEEN LATE ON PAYMENT. Your billing representative told me the amount to pay, and that is exactly what I paid. As noted, each and every time I called to find the correct balance due for each month, that person gave me a different amount than what was on my bill or on the website or phone. Which amount is the correct one? I called after canceling service and the phone amount was "zero balance." The Centurylink website showed a balance of $54.25. Now the bill I received dated August 12 states it is $37.38, along with a notice that this company will be operated by Brightspeed on or after October 3rd. It's obvious that this company does not maintain consistent billing!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/13/2022

  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.

  No internet for 4 days. Timeline keeps getting pushed back. No service vans in area. No answers from customer service. Business ran from home, wife works from home also. Complete lack of communication and reliable answers

  Business Response

  Date: 09/17/2022

  To whom it *** 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 issue was escalated shortly after this complaint was received. The issue in this instance turned out to be a worn or damaged sheath providing signal to the customer. Since these often involve buried service wires, they are not easily found. They can be close to as the front yard or as far away as the central office and there *** not ever be a visible service van or a technicians truck depending on the location of the fault. It is important to note, some of the issues the customer *** experience are due to how the service is utilized in the home. While there are not excessive number of devices currently connected to the internet network, the customer is at or approaching the bandwidth threshold several days out of any given week. This can appear (and in fact contribute/cause)issues such as a slowing of the service and can also be the reasons some devices (some more than others based on technology and type) will lose connection or appear to be disconnected which is the signal caching (buffering)to the device. This is especially true in this instance as the customer address is at the absolute maximum distance for the current provisioned speed. So much so that if there are future issues it *** be necessary to reduce the actual speeds currently provisioned to insure a stable connection.
  
  That said, the company policy regarding outages related to network issues is to compensate for the monthly charge for the service as it related to the duration of the outage or interruption. The customer was out of service for a total of roughly 6 days or $9.14. I have issued a discretionary adjustment of a little more than twice that amount for a total adjustment of $22.85. CenturyLink policy does not provide compensation for lost wages or other value-added services that might be utilized when the service is active.
  
  CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:08/12/2022

  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 6-21-2022 I called Century Link to move service from ********************************************************** to my new address at ********************************************************. I was informed that the earliest appointment was on 7-9-2022. I said I would take the appointment, but that I would be finding out what other companies have to offer. So as of 6-21-2022 I have not had use of my Century Link service. They neither suspended billing, nor helped me get service quicker. I did go to Xfinity right away and, even though their service required extra attention to get it installed, it was done long before 7-9-2022. While I waiting for that to be connected we ran Hotspot through our ******* cell phone service. During that time I clicked "Chat" on the Century Link service and would be clear that I want my service disconnected and that I have service elsewhere and each time they would have me in a chat discussion I would be cut off upon stating I needed to be disconnected, no longer needed their tech and no longer needed their service. Then the tech DID still show up after I cancelled him!! When he showed I told him the story about how I have been trying to cancel and he was kind and left. Yet I still have been getting billed for services! I have again tried to reach out to their customer service and they are present and "eager" to help UNTIL I say I have cancelled services and should not have been billed at all. I am having so much difficulty getting my account cancelled and feel like I need help doing so.

  Business Response

  Date: 09/09/2022

  To whom it *** 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:
  
  Late **** to early August is the busiest time of the year for CenturyLink. We do try to staff for this but sometimes fall short of the ***** The last 2 years with the shifting work-at-home market either staying at home or transitioning back to the office workplace has only compounded the situation.
  
  Unfortunately,this was also exacerbated by the request to cancel the move order as it was done incorrectly. This left the account in a holding pattern as the account then experienced what is called bill/order fall out. All of this is related to how the cancelation order was written. I have monitored the account since this complaint was filed and have found that the customer is not and has not used the service since the date that corresponds with the customer statements indicating the time the move was to commence.
  
  I have emailed the customer and informed them of the actions taken on my part to address this, cancel the account and adjusted all the charges on the final balance.
  
  CenturyLink acknowledges te customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:08/12/2022

  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.

  Placed order for install in june. Day of install tech didnt show and rescheduled for next day which tech also didnt show for. Was rescheduled again for almost 2 weeks later. Tech didnt show again. Per notes tech came on unscheduled day and no one was home. Now im scheduled for end of August which i dont believe anyone will come. Centurylink is the only option for internet at my residence and tech is not being held accountable for his job which was a big problem even when i worked for this company.

  Business Response

  Date: 09/10/2022

  CenturyLink has completed a review of the complaint filed by ********************************* regarding the delay in the installation of internet service.
  
  Prior to receiving the complaint, the customer engaged the ********************** ************ team to address and resolve this matter. CenturyLink records indicate the service has been installed and operational as of 8/22/22.
  
  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 *** have been experienced.  
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** **********************
  
  

• Initial Complaint

  Date:08/12/2022

  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 8/8/2022 filed a BBB complaint against Century Link (Lumen Technology) home phone and slow internet. Their scheduled time for repair was approximately 30 days. Within a few hours of filing the complaint, Century Link texted me to state the issue had be resolved, no contact from Century Link Tech. After the said repair there was static in our phone line and within ********************************************************* outgoing calls. I contacted Century Link customer service today to report this issue, scheduled time for repair another two weeks. The original issue was not resolved, we shouldn't have to wait another two weeks for resolution, nor pay for service Century Link is not providing. They know it's their issue, as I have checked all phone lines in our home and performed all steps required by Century Link. The stated they could perform repairs on 8/31, I told them I would not be available on 8/31 or 9/1, but could be here on 8/30 or 9/2. They said they could not do either of these dates. The ticket number is *******.

  Business Response

  Date: 09/07/2022

  CenturyLink has completed a review of the complaint filed by ************************** regarding recent phone line issues and repair timeframe.
  
  Per the complaint received: On, or very near, 8/4, I reached out, by way of chat, to Centurylink regarding no phone service. I was told that the earliest date they could send someone out would be 8/30/22. I tried to get a better date by going online, but I could not find any available. I called and spoke with a representative on 8/9, and after 45 minutes of being handed to another department, was told 8/30/22 was the best they could do. My wife works from home, and cell service is not great where we live. I would much prefer to have the phone service, but don't know why I should pay for a service I am not receiving.
  
  In a review of the account associated with this complaint,  a repair ticket was issued on 8/4/22 for no dial tone with a scheduled repair date of 8/30/22. A request was submitted for a sooner due date. As requested, the due date was changed and on 8/9/22, the ticket was closed with repairs to a defective card. On 8/12/22 another BBB complaint was submitted to CenturyLink indicating the customer was continuing to have problems with the phone service and the previous issue had not been resolved. This matter was escalated to the appropriate team to review and address. Per the repair ticket that completed on 8/16/22 the noise on the line was isolated to a bad port. Repairs were made and the technician stated the cable pair tested perfectly with no noise to the *** (Network Interface Device). At this time, no new issues have been reported since repairs were completed on 8/16/22.
  
  Out-of-service credit has been issued for the time the customer experienced issues with the service. 
  
  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 *** have been experienced.  
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** **********************
  
  

• Initial Complaint

  Date:08/12/2022

  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 am unable to unsubscribe from Century Link Phone and landline service. They have made apointments to restore phone service then didn't show up. In factthey were fraudlent in their appointment making to restore my landline phone service. Century Link sent us messages saying they were there physically at my house to fix the phone and no one was there. Then Century Link said they couldn't access my home on that same day and they never even knocked on my door. Ccentury Link has become out of this world dishonest and we want to either have our phone repaired for real or stop paying for months and not having a phone nor a refund. Please help us resolve our issue with Century Link as one literally has to sit on the phone with them 4 hours at times to get a hunman being to answer. What Century Link is doing is more than borderline criminal in the way they deny service yet bill as if you received that service.

  Business Response

  Date: 09/10/2022

  To whom it *** 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 has received adjustments at the end of July for service issues experienced. Additional attempts to assist the customer were initiated but the customer informed the repair escalations team that there was no longer any need to provide assistance and that they preferred no further contact from CenturyLink regarding this matter.That being the case, CenturyLink considers the matter closed.
  
  CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17708164
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

   

  this point we want nothing more to do with CenturyLink we do not want their service of any kind completely cancel everything

   

  we want is to cancel everything at this point Internet phone and cable take it all off we are not paying anything else to CenturyLink everything is through we will return the equipment to dish that we have cancel everything let me make it as clear as possible because Ive told CenturyLink many times to cancel the phone and you see how they play with words here so lets make it as clear as humanly possible cancel every single thing we want nothing more to do with you end of story over and out thats it youre done CenturyLink. Services are no longer required youre dismissed

  Business Response

  Date: 09/23/2022

  To whom it *** concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the rebuttal that has been submitted by *********************
  
  Upon review:
  
  The customer was contacted and when engaged, the customer did not grant ********** to move forward with any type of assistance. My repair team was told, by the customer that the issue(s)perceived or otherwise had been addressed and that he intended to keep only the internet and not the phone service. The customer is, as of this date, still using the internet service. I have checked the facilities and found that the customers modem is still connected to the internet and the signal has had virtually no loss of authentication over the last 60 days. The voice line is also active on this account.
  
  Out of an abundance of caution and in deference to regulatory guidelines and strategic partner contractual guidelines, I cannot cancel the CenturyLink phone or internet service as the customer *** want to keep the number and port it to another carrier. The other reason is the service are in use. If the customer is intending to port the number, the account must be live, or the customer will lose the ability to port it over. The customer will need to call ********************** and have the account canceled if they are not going to port the number. This must be done over the phone, so the customer is properly advised on the portability issue and final account closing disclosures applicable.  Additionally, all third-party services through another provider such as DirecTV, DISH Network or ******* have their own cancelation policy. CenturyLink does not have the ability to cancel third party services that are simply combined for billing convenience only.  These strategic partners all have their own specific process for cancelation of services. CenturyLink only provides for billing and payment of the combined services as a convenience of having one bill and cannot cancel these non CenturyLink services.

   

  Non CenturyLink charges invoiced from a third party cannot be adjusted by CenturyLink. Any third party provided services invoiced by CenturyLink that the customer *** want to dispute must be addressed by the service provider, not the ****** which is CenturyLink in this case. If the customer cancels their ********************** services, the third-party services will deconsolidate on their own and the billing will resume for these non-CenturyLink services directly from the third-party service provider. The customer is encouraged to contact any third-party service providers associated with this account and get all the pertinent information needed to return equipment, settle contract obligations (should that be applicable) or any other end of service conditions set forth in that are stipulated in that providers terms and conditions.
  
  Again, CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:08/12/2022

  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.

  I am attempting to cancel internet service at an apartment i no longer live at (********************************************************* Unit 2019) and the provider will not do so and continues to charge me. The page on the website tells me i have to call but when i call the support agents tell me they can't help me and that someone will call me back. no one ever calls me back.

  Business Response

  Date: 09/16/2022

  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,
  
  Our records indicate the customers service was disconnected on August 11, 2022. The customers last payment was for the ************ month rendered. I verified the customer was not billed for the month of August; therefore, a refund is not warranted.
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************