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

  500 Winderley Pl Ste 300 Maitland, FL 32751

• 

  CenturyLink

  P O Box 52187 Phoenix, AZ 85072

• 

  Lumen Technologies

  1314 Douglas St Omaha, NE 68102-1939

• 

  CenturyLink

  400 Tijeras Ave NW Ste 510 Albuquerque, NM 87102

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:08/08/2022

  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.

  called Centurylink 7-14-2022 to discontinue DSL internet service. I had been a customer for 18+years. A competitor installed fiber internet in my neighborhood. Faster speeds for same price.I unhooked my Centurylink modem that very day and my finer was activated with Metronet. fast forward several weeks and Im still getting billed from Centurylink. I called in **** and was on hold 38 minutes. The guy said he had no record of my previous request. Won't disconnect my service for another month, meaning I have to pay for another month of service even though I don't even have Centurylink equipment anymore. **** he argued with me for 20 minutes about disconnecting, very obvious they don't want to to do it. I should not have to pay for another month

  Business Response

  Date: 09/06/2022

  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:
  
  Customers were provided updated information regarding the prorated or non-prorated status of ******** the customer would receive going forward. These were mailed out on or around September of 2019. These were mailed to all customers and afforded them the option to accept the no prorated billing periods, billed in whole monthly periods. Either by not replying or agreeing to these new policies, the customer would be able to continue with the CenturyLink provided service. The customer,in good faith has a good payment history and paid this even though they thought it was not correct. In lieu of the payment history on the account, I have issued a refund request (adjusted the account) in the amount of $45.00. The customer should expect to see this in approximately 30 to 45 days.
  
  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:08/08/2022

  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 contacted CenturyLink on June 24th of 2022 stating I was moving on July 1st and I needed to transfer my internet service. They told me the system would not allow them to put the work order request in and to call back next week. I contacted them again on June 29th, they said my appointment was scheduled and my service would be transferred on July 8th. On July 8th, I contacted CenturyLink to check the status and at that point I was notified that they had to reschedule my appointment to transfer the service to July 21st. I was then contacted by Centrylink at some point before my next scheduled appointment that they needed to reschedule once again to August 8th. The morning of August 8th, I did a telechat with an agent to find out what time I could expect the technician. They then proceeded to tell me that they understood my frustrations but my appointment was being moved for the fourth time to September 9th, at 7pm. I was reassured back in early July that they would make sure that I wasnt being charged for the internet services since I was unable to use the internet as I moved on Friday, July 1st but as of today, 8-8-22, it currently states I have a due balance of $233.69 that is due on 8-10-22, yet mind you that I have been unable to use there internet services for approximately 5+ weeks now AND its going to be another 4 and a half weeks before they can transfer my service yet they are the ones that have rescheduled my transfer of service appointment four times now. More than likely, they will just keep rescheduling my confirmed appointments because they know they can as they are the only providers for us folks that live in rural areas. I cant tell you how many complaints I have seen and heard from other customers about this company. They are a disgrace and shouldnt be allowed to treat there customers this way! They have no problem charging me for a service they arent currently providing but cant take a couple of hours for an appointment???

  Business Response

  Date: 09/06/2022

  Please be advised that CenturyLink is still investigating this matter. The move order has a completion date of 9/9/22. CenturyLink will continue to monitor and provide updates as they become available. 
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.  
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** **********************
  
  

  Business Response

  Date: 09/13/2022

  
  CenturyLink has completed a review of the complaint filed by ********************* regarding the delay in the transfer of service.
  
  In a review of the account associated with this complaint, a move order was submitted on 6/29/22 with an expected completion date of 7/8/22.  The transfer was not completed on 7/8/22 as scheduled due to the order being at risk and was rescheduled to 7/9/22. The move was then rescheduled to 7/12/22 due to being partially completed. At that time, the order was placed on hold and rescheduled for 9/9/22. The customer contacted ************* via chat on 8/8/22 to check the status and was advised of the new due date. She stated she has been waiting on service since June and was not advised that the date had been changed again. The customer requested a sooner due date and before the agent could assist with the new due date, the chat session dropped. Due to the multiple missed appointments, the customer has requested to cancel the move order. Please be advised that as of 9/12/22, the move order has been canceled but please be advised that the account remains active until the customer contacts ********************** requesting to cancel the account. On behalf of CenturyLink, I would like to apologize that this matter was not handled properly and for not providing the service in a timely manner.  Due to our error, an adjustment has been issued for July and August (internet only). Please be advised that the Directv charges are valid and therefore owed to CenturyLink due to CenturyLink pays Directv a month in advance for service.
  
  CenturyLink strives to provide our customers with the best experience possible We are constantly searching for ways to improve on how we can better serve you, the customer, in all areas. We apologize for any inconvenience and frustration this matter has caused you and look forward to hopefully serving your Internet needs in the future.
  
  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 paid for the fastest internet speed for our lake cabin. The service has never been consistent and has always worked incredibly slowly. However, this year has been worse than ever - I spend hours every weekend trying to get the service to work so that I can do my job from the cabin - some weekends the internet never works, despite hours trying every fix Centurylink proposes. We took time off work to have a tech come to the house a month ago. He determined that there is nothing wrong with the line and that it is a problem with how our account is set to up. However, Centurylink has transferred me around repeatedly and never fixed the account setup . Its impossible to get a live person on the phone over the weekend (when we are at the cabin), and you end up just chatting/texting with unhelpful AI for hours. This method of connection is particularly unhelpful when the issue your trying to resolve is lack of internet service. This is what happens when theres a monopolyWe have decided to cancel the service entirely at this point. What a waste of time and effort! $111 per month! We will now have no internet access, but maybe well get our sanity back from the terrible service experience. Im sure Ill be in phone tree h*** trying to get them to cancel the service when I call tomorrow. They dont accept requests to cancel service over the weekend - on at least thats what their robot told me.

  Business Response

  Date: 09/06/2022

  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:
  
  Prior to this reply, the customer engaged the ********************** customer ************** via complaints submitted through the *** and the ******* PUC.  In those filings, the customer has received a resolution to the issues or concerns noted in this complaint. Since the issues have all been addressed in these other submissions, this complaint will defer to the remedy already provided in those actions.
  
  CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer **************
  **********************

• Initial Complaint

  Date:08/08/2022

  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.

  I have had Centurylink **************** for approximately 8 months. I live in a rural area and have no choice in providers. In the last month and a half I have experienced the following:Complete service black out for 5 days Internet speeds of less than **** MB Per second download speed consistently. I pay for 10 ************* 0 MB PS download speed Living in a rural area, I depend on wifi for phone service as well, there is no cellular service for ~ 5 miles from my residence.I have continued to pay $67 month for a service that has not been provided I have called and spoke to a person on the phone, used the chat feature, and sent emails to the unresolved conflicts email address. I have sent numerous screen shots of speed tests to Centurylink support personnel.I was informed that there was a problem with my line and they were going to send a technician out on 30 Jul to "fix" the problem. No technician showed up AND no change to the internet (if anything it got worse) following 30 July. In additon I was charged $95 plus tax in addition to my usual monthly bill on 1 Aug for the "repair".I have contacted Centurylink 20+ times demanding a fix to my problem, a refund of my monthly bill from late July until today, a new modem, and a complete refund of the $95 plus tax I was charged for a non-existent service call. My last attempt to contact them was Thursday 4 Aug. I have received nothing from them.

  Business Response

  Date: 09/02/2022

  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,
  
  I verified the disputed trouble isolation charge is valid, therefore the repair charge is sustained. Customers are billed trouble isolation charges when technicians determine the trouble is beyond CenturyLinks network side and found on the customers service side.

  
  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.

  After experiencing slow internet speed as well as an unstable / unreliable connection I was told that my account has an alert on it due to HBU (high bandwidth usage). My contract is Simply WiFi through CenturyLink (a Lumen company). Per the terms of this service, my plan is "not subject to speed reduction." In trying to correct this I have online chatted with two agents one of which was unable to transfer me and provided me with an incorrect phone number. I have called ************ eight times, and I've spoken to one agent who was only able to tell me that I should disconnect all devices except one or pay for an additional line to the house. This is completely unacceptable. By all accounts my service is being throttled although this is in violation to CenturyLink's own terms of service for the pre-paid monthly service I utilize. None of the representatives I've chatted with or spoken to been able to provide me with my data usage or a date as to when the alert will be removed and the usage reset.

  Business Response

  Date: 08/10/2022

  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:
  
  What the customer is referring to is not an account designation or limit. The reference to high bandwidth usage is reactionary, fluid and a situational condition reported by the monitoring equipment/software to provide agents how the bandwidth is being utilized by the customer at any given time and is monitored on a revolving 7-day cycle. It is not an alert in the sense the customer perceives it or understood it to mean but only an alert to inform technical staff. This is for informational purposes only. CenturyLink does not throttle the customers signal in any way.
  
  I show that the customer has recently reduced the number of active devices connected on a regular basis in the last five days resulting in an overall improvement in connectivity and use of the service. The service has not had any modem authentication issues or drops in connectivity in the last 5 days. The current speed of the signal, to the modem, is and has been at or above the purchased rate. Customers pay for a specific speed based on what is available and what fits there needs.If higher speed (which due to the transfer rate increases the bandwidth) are available and the increase is needed, the customer does have the option when and where available. The user agreement only applies to one device connected to the modem, hard wired at any given time. Speed and bandwidth are directly impacted on the number of devices and the type of signal each device utilizes (4g, 5g, etc.)and is also affected by the content of the material downloaded. Just because one has a specific speed does not provide that every device that is connected is going to get that speed, on the contrary. This is not due to the CenturyLink product as all services that provide internet are affected the same way.
  
  Here is some general information regarding bandwidth and speed:
  
  Bandwidth versus speed:
  Bandwidth is how much information you receive every second, while speed is how fast that information is received or downloaded. Let's compare it to filling a bathtub.If the bathtub faucet has a wide opening, more water can flow at a faster rate than if the pipe was narrower. Think of the water as the bandwidth and the rate at which the water flows as the speed.
  Bandwidth versus latency:
  
  Latency is sometimes referred to as delay or ping rate. It's the lag you experience while waiting for something to load. If bandwidth is the amount of information sent per second, latency is the amount of time it takes that information to get from its source to you.
  Bandwidth versus throughput:
  
  Throughput is how much information gets delivered in a certain amount of time. So, if bandwidth is the maximum amount of data, throughput is how much of that data makes it to its destination taking latency, network speed, packet loss and other factors into account.
  In home network bandwidth exhaust:
  
  If you have multiple devices and or multiple users on the same service connected wirelessly and to a lesser degree hard wired (this will still have a significant impact) especially when used at the same time, one will need more bandwidth to keep up. When you are streaming HD video, music, gaming, large file downloading or uploading involving high-capacity data dense activities that demand a large amount of bandwidth each or combined, you *** need faster speeds to get the best experience without a lot of buffering or lag.
  Again,CenturyLink does not **** or tag accounts for use or throttle speeds.
  
  
  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:08/08/2022

  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 have century link fiber optic. My internet has been down for several days now. I called for technical support and was told that they dont provide phone support anymore and I need to ironically submit a ticket online. I have done that, and have two hours of back and forth was told that they need to send a guy out and the earliest they can do it is on the 11th, which is ridiculous enough. Mdespire what was promised, I was alert today thst the guy wont come out until the 18th. Which is absurd thst I have to go two weeks without internet while they are still charging me in full! I work from home and cannot be without my internet!Name on account *************** Account number ***********

  Business Response

  Date: 09/02/2022

  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,
  
  I verified the customers service issues were resolved with no further trouble reported. The customer was given a refund for repair interval and service trouble incurred.
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

• Initial Complaint

  Date:08/07/2022

  Type:Billing 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.

  The company is not provided consistent service. We are supposed to have Internet but we keep losing it and then we have to reset the router. We have complained previously to this company But they will not help us regain our service Because the records show that our account is suspended even though our account is actually current at this time. They know that this is an error but they will not fix it.

  Business Response

  Date: 09/06/2022

  Response to the BBB:
  
  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:
  
  A review of the account shows that as of the last dispatch in January, the account has not had significant, measurable issues. The account status was changed to suspended due to an issue regarding payment on the account. An arrangement was made and kept and the service was restored. As for the account status, there is a bit of a hiccup, what is commonly referred to as bill or account fall out that does not impact the service but is confusing as it appears that the account is suspended when it is not. Currently, the issue of the incorrect status is being addressed internally by the CenturyLink internal systems IT department and it is hopeful that a resolution will be implemented soon.
  
  As for the service. I have looked at the statistics on the account and it is regularly performing at or above the purchased rate of speed. This has been consistent since the time of the initial complaint, approximately 30 days ago, the furthest I am able to review such statistics.
  
  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
  Lumen

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17685353
  
  I am rejecting this response because:

   

  Centurylink did not address or resolve the large fee included in my last invoice due to an amount past due.

   

  Centurylink did not address or resolve the matter of requiring a phone call from the primary account holder to place the account in my name only so that I can receive the Affordable Connectivity Credit that I am entitled to.
  
  Sincerely,

  
  ***********************

  Business Response

  Date: 09/14/2022

  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 BBB has requested clarification on the with the previous reply:
  
  "Centurylink did not address or resolve the large fee included in my last invoice due to an amount past due.,
  
  Prior to this complaint, in response to the complaint filed with the **** adjustments were issued in the amount of $132,00, $63.91, and $32.00, respectively. No further adjustments are warranted. Additionally, anytime that a customer carries a balance forward or misses a payment, late fees will apply. 
  
  Centurylink did not address or resolve the matter of requiring a phone call from the primary account holder to place the account in my name only so that I can receive the Affordable Connectivity Credit that I am entitled to."
  
  Rules are rules. Account ownership of regulated communication services provide an elevated level of security as they can impact credit, security and privacy. There are established rules regarding the access and use of CPNI (Customer Propriety Network Information) that have been put in place by the *** as well as state and local regulatory agencies that govern this process. It *** be inconvenient at times, but the rules stipulate that only the account holder or an authorized party are able to facilitate request on an account. A call to CenturyLink by the account holder must be completed and proper verification supplied by all parties involved to authorize someone other than the account holder to make changes on the authorized persons account. The only exceptions are the death of an account holder (in which the account is usually closed and a new one established) or a verified power of attorney exist that allows the changes to be made in the absence of the account holders permission.
  
  What the customer is asking for constitutes a change of responsibility. The rules for this are even more stringent than the verification process for simply adding an authorized party. A change of responsibility requires a call by the account holder, to Centurylink, along with the new account holder on the same call so that all can be properly vetted, and the responsible party changed. There is no way around doing this, it is the law. (And again, the only exceptions are the death of an account holder, or a verified power of attorney exist that allows the changes to be made in the absence of the account holders permission).
  
  With respect to the complaint originally filed and that account status issues. Within the duration of the original complaint and rebuttal process, CenturyLink received a *** (port order number) request to release the telephone number. To comply with the *** the account was updated with a new account number *********. This corrected the issue with the account reflecting as suspended when it is was not. If the account holder wishes to add an authorized user or change the name on this account, the afore mentioned process must be followed. Anything in the way of federal, state or locally provided monthly price subsidies have very specific rules and specific application processes that must be followed. The new account will have the same name and address but will have a new account number and is treated like a brand-new account. Any request for discounted service that the customer *** be eligible for will once again need an application submitted and upon approval are then applied.
  
  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: 09/20/2022

   
  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:08/06/2022

  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.

  As of July 26th, I have been trying to transfer phone service through CenturyLink/lumen, for my elderly mother, (91), as she has moved to a new address and needs landline phone service. It is now August 6th, and I have spent at least 25 total hours being transferred, hung up on, or completely ignored, trying to resolve the issue being made worse by the first customer service representative, that claimed to have performed my request, but only changed the account number, and closed out the work order. The second representative I finally had contact with days later after numerous transfers, hangups, and lack of understandable English,that seemed to comprehend the issue, opened 2 work orders, but never completed them, they are still pending, and my mother has been without phone service into the second week now, which could potentially cost her life without any outside communication. I just want her phone service connected, but am pending cancelling their service, except there aren't any other landline options available, and don't want to have to spend another week getting transferred, hung up on, or pitched for additional services she doesn't need, due to their incredibly poor customer service. Thank you.

  Business Response

  Date: 09/01/2022

  To whom it *** concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mr. ****** on behalf of his mother.
  
  At CenturyLink we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review:
  
  The days in the transfer in service were caused by a working line left in. When a regulated voice service that a previous residence resident *** have had is present, per the state and feral guidelines, certain actions to validate the status of the existing line/account status and ownership must be completed prior to arbitrarily disconnecting such a line. This can take time as is evident in the issues that delayed the installation on a service transfer with this account. It was also compounded by the time of year and several other factors. May through August is traditionally the busiest as well the hottest time of the year. CenturyLink tries to staff for this, sometimes it just takes longer than we would like. These issues were addressed, and the transfer of the service completed. An adjustment to the account in the amount of one months service has been issued.
  
  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
  ************************** us why here...

  Customer Answer

  Date: 09/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that even though they completely misspelled my name, used horrible grammar, and just made up more excuses for the delay, this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************
  

   

• Initial Complaint

  Date:08/06/2022

  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.

  On July 21, 2022, a new home construction company cut the underground fiber-optic cable while clearing the lot. Despite repeated calls to Century Link and it's subcontractor, ******************************************, the cable has not been repaired. I have been without internet service for 16 days with no resolution in sight. I am requesting that my internet service be restored immediately.CenturyLink account number: *********

  Business Response

  Date: 09/04/2022

  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:
  
  Upon receipt of this complaint, the issue was escalated to the ************************** I received notification that prior to this reply, per ticket number ******** that the burial of the wire has been completed.
  
  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: 09/05/2022

   
  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:08/06/2022

  Type:Billing 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 have cancelled my services with CenturyLink and returned equipment with receipt. They have acknowledged this. But, they keep trying to charge me and won't stop even after I contacted them to alert them. I have put a stop payment so they cannot get the funds but they continue hitting my account daily trying to get payments. I need this to stop. Since they have acknowledged my account is no longer active, I believe this to be illegal on their part and is attempted theft.

  Business Response

  Date: 09/02/2022

  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,
  
  I verified the customers account is disconnected with no balance due. CenturyLink has stopped billing the customer with further payments being processed.
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

  Customer Answer

  Date: 09/02/2022

   
  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. I have ascertained they recently stopped trying to automatically charge my account.
  
  Sincerely,
  
  ***********************