Complaints

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

close

Find a Location

CenturyLink has 137 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CenturyLink

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

• 

  CenturyLink

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

• 

  CenturyLink

  5300 Recker Highway Auburndale, FL 33823

• 

  CenturyLink

  P O Box 52187 Phoenix, AZ 85072

• 

  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:08/10/2022

  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.

  It&#**;s been five days without any internet. I have been given the runaround. They are not fixing it. They are saying that it&#**;s an outage. Their automated system gave an estimate of when it would be fixed but it hasn&#**;t been reestablished yet. They are giving me the run around.

  Business Response

  Date: 09/12/2022

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

  CenturyLink records indicate that ******************** service was affected by an area outage. When there is an area outage, the estimated restoral date can change based on many factors, including the cause of the outage, number of affected customer, work needed to restore service and technician availability. 

  Records indicate that service has been restored and credit was provided for the outage.
  
  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:08/10/2022

  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.

  My parents have had no phone service for 3 weeks and intermittent service for a couple of months. We reported it a couple of months ago, they scheduled a tech to come out a week later, the tech never showed, the appt was rescheduled the next week and service was restored for a short period of time. Service continued to be intermittent and then went out completely. We again scheduled a technician to come out, and again they did not show up. When chatting online we were informed the appt was cancelled. We never cancelled the appt. Another repair ticket was created for next week again. My parents are in their mid 80's, my dad cannot hear on a cell phone, my mom is currently recovering from a concussion, their landline is the only form of communication in case of an emergency, all of which has been explained to Centurylink. They continue to pay for the phone service, that they cannot use. Trying to get a hold of Centurylink is impossible. You either have to chat with customer service online and hope it doesn't get redirected or you are on hold for over an hour trying to get to a live person. I have had to handle this issue for them and I work a full time job. This has been totally unacceptable and we would like to know what it is going to take for them to be able to have the phone service they pay for. Any help the BBB can give us would be much appreciated.

  Business Response

  Date: 09/12/2022

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

  
  CenturyLink records indicate that service was affected by an area outage. When there is an area outage, the estimated restoral date can change based on many factors,including the cause of the outage, number of affected customer, work needed to restore service and technician availability. 

  
  Records indicate that service has been restored and credit was provided for the outage.
  
  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,
  
  *************************
  **************** Case Manager
  ************************ **********************

  
  

• Initial Complaint

  Date:08/09/2022

  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.

  Im a new customer for home internet, and after my internet randomly going out, they are refusing to send out technician. I can barely breathe, Im floored of whats going on and obviously cannot continue this way.I need to report this. Im at a loss for words. Im without Internet day 2, lost all business, etc. and spent over a day on the phone and they refuse to assist me. ????Im so confused and need to report this.

  Business Response

  Date: 09/06/2022

  CenturyLink appreciates Ms. ****** giving us the opportunity to review the handling of her account. At CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.
  
  Upon review,
  
  
  This issue has already been escalated to CenturyLinks ***************** Ms. ****** has already received a response for all concerns through the **************** process.
  
  JJ
  CenturyLink ***********************

• Initial Complaint

  Date:08/09/2022

  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.

  My internet has been out for 4 days at the time of writing this (8/9/22), I tried several times to contact century link support but their highly advertised chat tools and troubleshooter did not work at any point, it feels like they have disabled these services on purpose in the hope that customers would not pursue their problem any further. I also tried to call several times but the wait times were extremely long and they did not present an estimated time or number in line to understand how long the call might take. Once I finally got a hold of a phone representative, they informed me that they would only be able to send someone out to fix the problem by 8/16/22, which means another additional week of me not having access to any internet. This is a massive problem for me as someone who works from home, resulting in hundreds of dollars in lost wages. I would like a repair to my services much sooner and I would also like to receive a credit back in costs for the nearly half a month I did not have internet under their provision.

  Business Response

  Date: 09/08/2022

  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 complaint was filed with the BBB on what appears to be late Wednesday, the 10th of August. That in turn was received by CenturyLink on Friday, the 12th of August. Although all complaints have cases created fairly quick, it can be up to 72 hours before any action *** be initiated to assist.  Because there was also a weekend in that mix,the issue would not be observed until that following Monday. At that time, it was found that there was an outage involving the local fiber shelf responsible for providing service to this customer and to others. It was also observed that the service was repaired on that morning or late Sunday evening. **** if the issue had been escalated at the time the complaint was filed with the BBB, the ability to escalate such an issue is not available as t** is considered a priority already and regardless of the date, it is given the highest urgency.
  
  Any person affected by these types of equipment issues would be grouped together in a common repair ticket as repair to the serving equipment would result in anyone on that circuit having their service restored.
  
  That said, the customer was without service for approximately 10 days (the 4th through the 14th) and as such, I have issued an adjustment in the amount of $32.50 or 14 days of charges for the service that the customer was unable to use for 10.
  
  ********************** only provides for adjusting the actual amount billed amount relative to the days the service was impacted. There arent any discretionary adjustments or compensation for lost wages or other value-added services that *** be available through the use of the service.
  
  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: 09/08/2022

   
  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:08/09/2022

  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 7/22/22 I contacted CenturyLink do to my **** being $144 when I spoke with a lady she said that there were issues in the system that she would make a note of this situation to be fixed. On 8/8/22 I had called CenturyLink because my **** was now $227. When I spoke to them the young lady didn't understand and sent me to a supervisor. When the supervisor (*****) got on the phone I was trying to explain my situation, she hung up on me. I called back to reach q gentleman and he said that he don't have the authority to fix anything and the manager was out to lunch..I explained that in the app shows every payment I have emails and phone calls to take care of this and they did not. I only want to pay what I owe and that is my normal $65 a month. This is unacceptable and needs to be taken care of because there are several customers who had the same

  Business Response

  Date: 08/11/2022

  CenturyLink has completed a review of the complaint filed by ********************* regarding CenturyLink billing.
  
  
  Per the complaint received: On 7/22/22 I contacted CenturyLink do to my **** being $144 when I spoke with a lady she said that there were issues in the system that she would make a note of this situation to be fixed. On 8/8/22 I had called CenturyLink because my **** was now $227. When I spoke to them the young lady didn't understand and sent me to a supervisor. When the supervisor (*****) got on the phone I was trying to explain my situation, she hung up on me. I called back to reach q gentleman and he said that he don't have the authority to fix anything and the manager was out to lunch..I explained that in the app shows every payment I have emails and phone calls to take care of this and they did not. I only want to pay what I owe and that is my normal $65 a month. This is unacceptable and needs to be taken care of because there are several customers who had the same
  
  
   In a review of the customer's account, records indicate as of **** date 5/3/22, there was a balance due of $147.18. This included a past due balance of $65.09 for service dates APR 03 - MAY 02 which had not been paid. Due to the previous **** not being paid, this caused the amount due of $65.09 to carry over to the next month and accrue late fees. A payment was made on 5/14/22 for $47.48 and another payment was made on 5/28/22 for $50. However, due to only a partial payment being made, the account had a carry-over balance and again accrued late fees. The last payment to be received on the account as of 8/11/22 was $70 which was received on 6/10/22. No other payments have been posted at this time. The balance is valid and therefore owed to CenturyLink due to only partial payments having been posted to the account. As a courtesy, all of the late fees have been adjusted and the new balance due is $158.27.
  
  
  The customer is advised to contact ********************** ***************** at ************** regarding the balance owed. 
  
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  
  Sincerely,
  
  
  *********************
  Executive Office Case *********************************** **********************

• Initial Complaint

  Date:08/09/2022

  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.

  Our landline has been malfunctioning for the last week, we cannot receive calls. This happens every time it rains hard. It took that long for a repair person to finally come, this morning. He said the lines are too wet, and he then ordered a ground crew to come out to repair them.I started an online chat with Centurylink. I asked for temporary call forwarding, because we are waiting for important calls from doctor's offices, and it looks like we will be without a phone for much longer. They refused, and wanted us to pay to upgrade our service to get call forwarding. I asked to chat with a supervisor, and the rep had me on hold for another ************************** that "the team" did not approve of my request. Chat transcript is attached.

  Business Response

  Date: 09/07/2022

  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:
  
  I followed the account from the time of the complaint submission and did not see additional issues that registered in the database. That said, after speaking to the customer,the issues always seem to be apparent when it rains. Sometimes more than others.In any event, it is often due to weather. This type of issue is difficult to pin down when it is not acting up. Since this seems to be a known issue, I have offered to escalate this in hopes of determining if this is going to be treated as a proactive repair or strictly a maintenance of the lines when issues arise going forward
  
  I have also addressed the issue of the chat agent not being thorough regarding what. could be offered if there is ever a time when the service is not usable and the need for a temporary service such as call forwarding is warranted to assist with any medical needs that *** arise. I have noted the account that going forward, should the need present itself, the account is noted to add the feature and adjust on the back end when the feature is removed.
  
  As a courtesy to the customer and for the significant issue regarding the call forwarding feature, I have issue and adjustment on the account equal to one mouths charge.I also provided the customer with my number should the inability to assist happen 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
  **********************

  Customer Answer

  Date: 09/08/2022

   
  Better Business Bureau:
  
  After speaking to **************** on the phone and reviewing the response made by the business in reference to complaint ID ********, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************
  

   

• Initial Complaint

  Date:08/09/2022

  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 was charged twice in the month of July and told by a customer service rep I could pay ahead which would be a full month to cancel my service which I agreed to. I called back to verify the service was canceled and told I would also be receiving another **** for $49. I was told to wait for the other **** to go through and then they would credit the account and remove it but I still wanted to know why the account was wrong. After getting the exact same answer from the customer service rep which was not a solution to my problem I asked to speak to a supervisor. **** V then began to say they do not have supervisors available because they work from home. Nobody on the outsourced customer service lines that they use have any repercussion for **** poor customer service. I got overbuilded and then Im told I have to go around their schedule to get it resolved?And the funny thing is they only outsource residential customer service not for business. There are also about 15 out of service numbers for CenturyLink and lumen technologies that say are in full service. Which means you will get transferred around over the phones to the wrong department and nobody to revert back to for any repercussions of horrible customers here. And this is also the third or fourth time Ive been told there is not a supervisor available to resolve the issue. This is hands-down the worst customer service from any business Ive ever used and the almost **** complaints and negative reviews reflect on that highly.

  Business Response

  Date: 08/11/2022

  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 disconnected service on August *******. The customer made a payment on July 22, 2022, to satisfy the current months billing, July August billing statement.

  
  I reviewed the billing concerns mentioned by the customer in the complaint. I assured the customer the accounts final with no further billing after the service cancelation date.The customer has my phone number for any further questions or concerns related to this complaint.  

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

• Initial Complaint

  Date:08/09/2022

  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, 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 they 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.

  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:08/08/2022

  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.

  We have consistently had issues with our Centurylink (now Lumen Technology) internet. We are paying more than what our upload/download speeds actually are. We have the same issue, which is at the main box that is for multiple customers but Centurylink fails to fix it each time and just puts a bandaid on it. On top of the intermittent internet I was on hold for 1 hour ********************************************************************* the run around. It is going to take a week before our internet will be fixed and for a working family that relies on internet to do their jobs, that is unsat. I asked to be reimbursed for one month since now I have to go out on my work time to find internet. Im asking for a shorter wait time on internet repair and reimbursement for one month.

  Business Response

  Date: 09/07/2022

  CenturyLink has completed a review of the complaint filed by ***************************** regarding intermittent DSL.
  
  Per the complaint received: We have consistently had issues with our Centurylink (now Lumen Technology) internet. We are paying more than what our upload/download speeds actually are. We have the same issue, which is at the main box that is for multiple customers but Centurylink fails to fix it each time and just puts a bandaid on it. On top of the intermittent internet, I was on hold for 1 hour and ********************************************************************* the runaround. It is going to take a week before our internet will be fixed and for a working family that relies on the internet to do their jobs, that is unsat. I asked to be reimbursed for one month since now I have to go out on my work time to find internet. Im asking for a shorter wait time on internet repair and reimbursement for one month.
  
  Prior to receiving the BBB complaint, a repair ticket was issued on 8/8/22 for no DSL sync with a scheduled due date of 8/15/22. As requested, a sooner due date was provided and repairs(programming) were completed on 8/11/22. 
  
  Out-of-service credit was issued on 8/8/22 by Customer Care. 
  
  At this time, the customer is receiving ************************************************** at the purchased speeds threshold.
  
  It is helpful to remember that bandwidth is provided on a per-line (not a per-device) basis. The bandwidth available to each device connected to the network will vary depending upon the number, type, and configuration of devices using the Service and the type of use (e.g., streaming media), among other factors. Also, since a WIFI connection can lose up to 40% of bandwidth, turning off WIFI on devices not being used or powering off such devices *** provide a better connection. The customer currently has 12 devices (3 ********************** currently connected).
  
  The customer is advised to report any future issues with the service to CenturyLinks internet help desk ***************) as soon as the issue is noticed for proper troubleshooting measures and assistance.
  
  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:08/08/2022

  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 ended service with CenturyLink in May, due to poor customer service and poor quality of product. I started getting internet, phone, and cable from Xfinity at that time. Since then, and on 2 occasions, I have received late payment notices from Centurylink. The first time, after an hour or so, I was able to reach a human and he apologized and told me he fixed the problem. He said their was a glitch that caused me to be charged, but that he could see I had ended my service with them and he took the bill off. He assured me this would not happen again. I just received another email this week from CenturyLink stating that I am overdue $194.06. I have been on hold for both operator and txting for over 30 minutes each without being able to speak to anyone. If I had automatic payment they would have taken money from me twice. I would like help to ensure that I am not charged for services I am not receiving, both now and in the future.

  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 requested for service to be disconnected on May 31, 2022. An order was processed at that time for a full-service disconnection. I verified the service order was not completed due to a billing systems defect. The physical service was provisioned for disconnection but the monthly recurring charges continued to bill the customer.
  
  A ticket was sent to our IT department with no resolution. I resubmitted an escalation ticket to have the billing removed and the account disconnected
  
  
  I left the customer voice message with my phone number for any further questions or concerns related to this complaint.
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************