Complaints

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

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  CenturyLink

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

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  CenturyLink

  500 Winderley Pl Ste 300 Maitland, FL 32751

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  CenturyLink

  P O Box 52187 Phoenix, AZ 85072

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  Lumen Technologies

  1314 Douglas St Omaha, NE 68102-1939

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  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:08/06/2022

  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.

  The company makes it impossible to contact an actual representative. I have tried recently within the last three days to get my problem resolved it was Thursday, Friday and Saturday, August 4 -6 2022. I was calling to try to upgrade my services to add ***************** However when I called I was rerouted to an offshore facility. They started to ask me questions that I was uncomfortable answering. Which also I didnt believe had anything to do with upgrading my ******** services such as if my home had a security system and if I owned my home or if I rented my home. When I refuse to answer the questions and I asked for a supervisor they refused to escalate me to a supervisor. And the representative said that me requesting a supervisor was not enough reason to escalate me to a supervisor. And they also said that I could not add ******** services to my phone services that I currently have without answering those personal questions about my house. I have never had to answer such personal questions about my home just to add ******** services and I believed that I was being scammed or that they were trying to ****** more information to sell about me. So I told them that I was no longer interested in adding ******** services to my already established phone services and disconnected. The next day I received a text message from Century Link stating that my ******** services would begin on August 9 and that my equipment had been shipped. I had not initiated ******** services because I refuse to answer their questions. And so I cannot get a hold of Century Link to get this matter resolved Ive tried pressing zero on my phone to get a hold of an operator which again just gets rerouted to an offshore site they give me the ****************************** Ive called after business hours and to try back later, when I do finally get through again it is an offshore account which again just wants more of my personal information. So I dont even know how to go about getting this fixed.

  Business Response

  Date: 09/04/2022

  CenturyLink has completed a review of the complaint filed by *************************** regarding a recent inquiry about CenturyLink's internet service.
  
  Per the complaint received: *********** makes it impossible to contact an actual representative. I have tried recently within the last three days to get my problem resolved it was Thursday, Friday, and Saturday, August 4 -6 2022. I was calling to try to upgrade my services to add ***************** However, when I called I was rerouted to an offshore facility. They started to ask me questions that I was uncomfortable answering. Which also I didnt believe had anything to do with upgrading my ******** services such as if my home had a security system and if I owned my home or if I rented my home. When I refuse to answer the questions and I asked for a supervisor they refused to escalate me to a supervisor. And the representative said that me requesting a supervisor was not enough reason to escalate me to a supervisor. And they also said that I could not add ******** services to my phone services that I currently have without answering those personal questions about my house. I have never had to answer such personal questions about my home just to add ******** services and I believed that I was being scammed or that they were trying to ****** more information to sell about me. So I told them that I was no longer interested in adding ******** services to my already established phone services and disconnected. The next day I received a text message from Century Link stating that my ******** services would begin on August 9 and that my equipment had been shipped. I had not initiated ******** services because I refuse to answer their questions. And so I cannot get a hold of Century Link to get this matter resolved Ive tried pressing zero on my phone to get a hold of an operator which again just gets rerouted to an offshore site they give me the ****************************** Ive called after business hours and to try back later, when I do finally get through again it is an offshore account which again just wants more of my personal information. So I dont even know how to go about getting this fixed.
  
  The customer should be advised that the questions asked during the call which transpired on 8/4/22 were valid and is required for the installation of CenturyLink internet service. If installing internet and the customer has an alarm system monitored by phone line, filters are needed for each of their phone jacks that are in use. Some customers *** need to order additional filters for other phones that are plugged into jacks throughout the premise. Also if the customer has an alarm system monitored over the phone, then a technician is required to install the internet service. The question regarding if a customer owns or rents their home is asked due to if a home is being rented and work is required on the inside then written permission from the owner, property manager, or others is required before work can be done.
  
  CenturyLink records have confirmed the internet order has been canceled and a credit issued. 
  
  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 *********************************** **********************
  
  
  
  

  Customer Answer

  Date: 09/08/2022

  The resolution or email or response that I got from the company does not solve the issue. All they stated is that they have a right to ask those questions. I did not want to answer those questions that I felt that it was a scam so I was not interested in adding **************** to my current phone services so they told me they could not help me and the line was disconnected. And yet I received a bill for ****************s that I did not approve of. 
  
  And I am not using them for ******** I have breeze line ****************s which I have had for over two years. 
  
  And yet Century Link just sent me a bill for ****************s that I am not using. 
  Nor did I authorize. 

• Initial Complaint

  Date:08/06/2022

  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.

  For the first 4days internet service had been intermittent. All efforts to call the company were in vain? wait times were quoted at 60 minutes or more, then you get cut off The 5th day finally someone responded via messenger, (chat was not an option, it did not work) I got a response and a form to fill out which is impossible when internet is not working. Finally completed the form, returned and no one responded, a day later I finally got someone early in the morning.and tech was scheduled for 5 days later. All efforts to get someone out sooner are in vain. I need internet for work. The company promises satisfaction and reliable service, neither of which they are upholding. Along with them impacting my ability to work I have a very sick sister in Ireland, we communicate and need internet to do so. Centurylink is putting my job in jeopardy, preventing me from communicating with a sick relative, causing undue stress and frustration. If the tech actually shows up I will have been without reliable service for 10 days, that is not acceptable, if someone paid a bill 10 days late they would charge fees. 10 days credit is not adequate compensation when they have prevented me from performing work duties and caused me to have no contact with my sick sister. I would like an explanation as to why it takes this lonf to get a technician, why there are no weekend techs available, how they expect people to use functions that need wifi to work when its not working. Why is the wait time to speak to someone is a minimum of an hour only then to be cut off. Why are they making promises they cannot adhere to. I am writing this assuming a tech will show, many complaints on FB indicate thar techs are not showing. I want Compensation thar includes compensation for them not providing the services they promise. I want them to do their job

  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 *******************
  
  At CenturyLink we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review:
  
  The customer filed a complaint containing the same issues and concerns with another manager from the ************************ In that Executive escalation, the customer has already been provided a response and remedy. This complaint will defer to the resolution already provided in that action.
  
  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:08/05/2022

  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.

  Company sells and solicits products it doesn't have the ability or intent to deliver. It actively creates roadblocks to getting customer service and help. It bills and collects for services it doesn't provide. In the rare instance you can get a person on the phone at tje company you get a run around as to how to solve the problem until they can get you off the phone. Yesterday, following the service tech's advice we contracted for an increased speed that would also have reduced the monthly bill. Now they say they can't honor the contract.

  Business Response

  Date: 09/03/2022

  CenturyLink has completed a review of the complaint filed by ******************************* on behalf of Mr. ************************ CenturyLink records indicate that ************************ is not an authorized user on the account but has stated that CenturyLink sells products that they don't have the ability to provide.
  
  In a review of the account, an order was submitted to upgrade the *** service but due to the servicing device does not support broadband service, 6 Mbps is the highest speed available at this address. Please note, although CenturyLink tools *** indicate a certain speed is available in an area does not mean it is available at the customer's service address. . Some lines *** not qualify for the Service even if initial tests qualified such lines. Speed and availability of Services are not guaranteed and *** be limited by a variety of factors including but not limited to the physical condition of your line and wiring at and/or inside your location, your service location, phone line qualifications, computer performance/configuration, and network/Internet congestion, each of these factors is outside of CenturyLinks control and, as a result, none are CenturyLinks responsibility. 
  
  Per the repair ticket completed on 8/9/22, repairs were made to a bad port. At this time, no new issues have been reported since repairs were completed on 8/9/22.
  
  The customer is advised to report any future issues with the service to CenturyLinks internet help desk at ************** 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 *********************************** **********************
  
  

  Customer Answer

  Date: 09/04/2022

   
  Complaint: 17677791
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/05/2022

  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 talked to 15 people through ************* wasted several hours of my time, and have gotten absolutely nowhere to try to get my **************** up and running for over 2 weeks. I have been told that there is an outage in my area, that my account is not active, that there is a problem with something that I may need to have to pay an additional $99 to have fixed... I've been transferred to people that were worthless, I've been cut off several times on my phone through chat and calls, I've asked for a supervisor only to be put on eternal hold and have nobody pick up.I supposedly had a service call for yesterday (ticket ID *************** and nobody called or showed up. So... I wasted another hour talking to two other people to be told that the soonest they can get somebody to me is another week out. I have no confidence that any body will show up at this point. I am about to lose my job because I am supposed to be working remotely. There is a terrible disconnect with this company that really needs to be fixed. You can't get past the automated system to try to get any problems or issues resolved.

  Business Response

  Date: 08/30/2022

  CenturyLink appreciates ****************** 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 ***************** ****************** has already received a response for all concerns through the ****************  process.
  
  JJ
  CenturyLink ***********************

• Initial Complaint

  Date:08/05/2022

  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 not had internet service for almost three weeks. A technician came out on Saturday. July 30th to do a repair and troubleshoot - two days later - no internet again - on Thursday, August 4th, I checked to see if my phone was working and it was out. I tried finding out what the problem was online - Centurylink stated it was an outage. I tried to call and went on the text chat for over one hour. I kept getting different agents - the 1st agent stated it was not an outage even though on their troubleshoot online stated there was and he was going to do a work order - in the meantime - I told him it might be the modem - next I get another agent - didn't respond fast enough and had to wait for another chat text agent. In the meantime, I never received a work order, I kept getting emails from Century Link that someone changed my email and I did not. I get another chat agent and was told to go on line troubleshooting chat - I go online - and tried to explain to the online chat agent what was going on - our email conversations kept crossing - she asked me for a work order number and I tried to tell her never received an order work number which she found - I then tried to ask her about a new modem and the multiple emails I was getting regarding the change of my email - there were six emails from Centurylink regarding my email. She did tell me my email was not changed and the emails stopped coming to me. I tried to explain to her about the modem and the work order. She told me to stop repeating my questions and I was informed to call ************ for a live person and she dropped the chat. I called the number and I never got a live person- the automatic agent told me there was a work order in place. I still don't have a work order number - I don't know if that included the modem and if it is an outage or my phone lines. I have not really had internet for almost three weeks which is why I thought it could be the modem.

  Business Response

  Date: 08/30/2022

  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 trouble was resolved on July 30, 2022, as the customer mentioned in the complaint. The customer initiated a click to chat on August 05, 2022, the agent indicated the customer dropped from the chat before any review had taken place.
  
   I verified the customers internet connection is stable with no further trouble reported. I did confirm high bandwidth can be slowing down the customer's internet speed.High bandwidth usage can be reduced by reducing the number of devices connected at onetime to the customers local WIF network.

  
   I left the customer a voice message with my contact number for any further questions regarding this complaint.

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

  
  

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17677640
  
  I am rejecting this response because:  I had an outrage on July 30th which was resolved and also on August 5th.  The message is implying that I made the initial contact on 08/05/2022 after July 30th.  Two separate outrages.  This is what is frustrating about CenturyLink.   They don't get their customer service responses correctly and pass it along.  My main concern was the rudeness of the chat on the internet.  I was getting two separate answers and the icing on the cake was when the chat told me I'll have to call Centurylink physically when I already did.  I appreciate that Centurylink did take the time to go out and check my internet - it was also out for five (5) days and I assumed it was due to the three (3) houses that burned down in my neighborhood and did not bother Cenutrylink with that outrage.  Please make sure Centurylink's customer service call center and the chat get the same stories.  That was the most frustrating repair call I've made in all my years with CenturyLink. As for the slowness of my internet - I never noticed and only use for ******* with Dish and for Demand Movies.   
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/05/2022

  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.

  I have had very poor or no internet for 3 weeks. I've been scheduled to upgrade because I was told by a repair tech that the wire from their box to my house is old and needs to be replaced. I've had several appointments and no one ever shows up. You call customer service and you cannt get a clear answer as to why they didn't show up they just schedule you another appointment usally a week to 2 out. They still want you to pay them but they are not providing quality service. I have no other option but them. I've tryed wireless service but none have worked. I knownthere arentonsnof people with the same issues. All I want is for them to do what they say they are gonna do.

  Business Response

  Date: 09/03/2022

  CenturyLink has completed a review of the complaint filed by Ms. ********************* regarding the delay in the upgrade of her CenturyLink internet service.
  
  Per the complaint received:  I have had very poor or no internet for 3 weeks. I've been scheduled to upgrade because I was told by a repair tech that the wire from their box to my house is old and needs to be replaced. I've had several appointments and no one ever shows up. You call customer service and you can't get a clear answer as to why they didn't show up they just schedule you another appointment usually a week to 2 out. They still want you to pay them but they are not providing quality service. I have no other option but them. I've tried wireless service but none have worked. I know there are tons of people with the same issues. All I want is for them to do what they say they are gonna do.
  
  In a review of the account associated with this complaint, on 7/6/22 an order was submitted to upgrade DSL service from 10 Mbps to 80 Mbps. On 7/20/22, the order was placed on hold when the technician could not gain access to the premise to complete the upgrade. On 7/21/22, a repair ticket was submitted and completed on 7/25/22 with repairs to the service wire. On 7/28/22, the customer contacted ************* to check the status of the upgrade and was advised of the new due date of 8/5/22. The appointment was missed and rescheduled for 8/12/22. Records indicate as of 8/12/22, the upgrade has been completed. Per the technician, He completed a full bonded install with a wire job. An old 1-pair drop was bad and fed into an old closet inside the house. He relocated NID to the power meter and re-grounded. Per the technician, the customer verified service was up at the correct speed and sync with authentication. 
  
  A credit was issued on 8/12/22.
  
  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 *********************************** **********************

  Customer Answer

  Date: 09/07/2022

   
  

  
  Yes it has been resolved. Thank you. Their customer service is still horrible.
  

  
  

• Initial Complaint

  Date:08/05/2022

  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 contacted Centurylink on July 29 in regards to an email they sent about a higher internet speed. After discussions with *********** P and confirmation that my price would not change, I made the update to my internet speed. On August 5 I reviewed my bill online which showed a total due of $73.83 due by 8/22; however my online current balance showed $88.08. I chatted with ****************** at Centurylink inquiring to what the additional charge was for. After chatting with ******** for almost 50 minutes I am still not clear on what the additional charge is for when I was clearly told there would be no change in the price that I am currently paying. I would like your assistance in determining having this charge removed and ensuring that other customers are not being charged as well. Copies of the chats are attached.

  Business Response

  Date: 08/08/2022

  Please be advised that CenturyLink has completed a review of the complaint filed by ********************** regarding a CenturyLink billing issue. 
  
  Per the complaint received: I contacted Centurylink on July 29 in regards to an email they sent about a higher internet speed. After discussions with *********** P and confirmation that my price would not change, I made the update to my internet speed. On August 5 I reviewed my bill online which showed a total due of $73.83 due by 8/22; however, my online current balance showed $88.08. I chatted with ****************** at Centurylink inquiring to what the additional charge was for. After chatting with ******** for almost 50 minutes I am still not clear on what the additional charge is for when I was clearly told there would be no change in the price that I am currently paying. I would like your assistance in determining having this charge removed and ensuring that other customers are not being charged as well. Copies of the chats are attached.
  
  In a review of the account associated with this complaint, the customer contacted ********************** via chat on 7/29/22 inquiring about a higher internet speed. The customer was advised that 40 Mbps was available at the customer's current rate of $85.00 for phone and internet with a $20 discount. The customer agreed to the changes and the service was upgraded on 8/2/22. As confirmed, the customer is currently receiving the faster speed at the discounted rate of $65.00 per month. This rate does not include taxes, fees, or surcharges. Therefore, the balance due by 8/22/22 is $73.83. No other amount is due at this time. 
  
  Regarding taxes, they can increase or decrease based on federal, state, and local government assessments and can vary from month to month. Please visit https://www.centurylink.com/home/help/account/billing/taxes-fees-and-surcharges-on-your-bill.html?rid=taxesandfees for any additional questions or concerns regarding taxes.
  
  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 *********************************** **********************
  
  

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17675972
  
  I am rejecting this response because:

   

  Thank you for the quick response.  While I agree with everything you are saying and that my current amount due should be $73.83, my online account shows my current amount due as $88.50, as shown on the attachment, this is the amount that I am disputing.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 08/22/2022

  Please note that CenturyLink has reviewed the account associated with this complaint and records indicate a recent payment was posted on 8/19/22 for $73.83. The remaining balance, $14.67 was prorated charges associated with the recent changes (upgrade) made to the account. Please be advised that this balance has been adjusted and the account now reflects a zero balance.
  
  You can verify your current account balance by dialing **************. Listen carefully to the menu (to the end) and select automated options as your choice. You will be asked to enter your 9-digit account number or ******************************* phone number from your bill. (Do not enter your cell phone or alternate contact number as the appropriate billing number is needed to locate your account). Then choose the corresponding selection for check my account balance and you will be prompted to enter your billing zip code for security verification. The system will then provide your active account balance, which *** be different than what is displayed on your bill if any changes were made between the billing cycles.

  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  

  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** **********************

  Customer Answer

  Date: 08/30/2022

   
  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:08/04/2022

  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 07/17/2022, our internet and modem stopped working, which we are renting from Century Link. Unfortunately, Century Link is my only option for internet. To say theyre a terrible company, would be an understatement.I tried every troubleshooting technique from their app and website, nothing worked. ***ir online help center also said it was not working on their end, and could not resolve remotely.I was having phone issues, and once I got my new phone, on 07/25/2022, I called their information line. After a 1 hour wait, I was put through to a rep. *** rep got my name, and hung up on me. *** call was NOT disconnected, as IPhone tells you when it is a disconnection. I then used their automated texting help. ***re, I scheduled an appointment for 08/02/2022. I had not heard all week from Century Link (shocker). Day of, I text when they will be here, I am met with you never did that or scheduled that. ***y then proceeded to tell me, they could get a tech to my house between 1800-2000 hours. (See below picture with a service number). ***y never showed up, and again, went through the text / online support system, and was met with a we never received this.Now, they have me scheduled for 08/10/2022 It will be 25 days without internet, and not so much as even a phone call. I will attach all documents showing what happened.This company is an un-american, scamming, absolute garbage internet company. I am stuck, as they are my only option where I live. I hope I can reach other customers, who do not make the mistake I made. That is 25 days with no internet, work from home abilities, cartoons or entertainment for my 2 year old son, or opportunities to work on my side business. I contacted my attorney. I am seeking all the days without internet, be adjusted from the bill, six additional months for their poor customer service, and a weeks wages for stripping my ability to work from home at my current job and side business.

  Business Response

  Date: 08/30/2022

  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 trouble was resolved on August 10, 2022. The service trouble was caused by an act of natural. I verified the customers service working with no further trouble reported.

  
  The customer worked with our social media group to resolve the service concerns mentioned in the BBB complaint. The customer was given a onetime credit for one month of service inconsideration to the repair interval.
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17674905
  
  I am rejecting this response because:
  
  

  In January, you laid off 90 techs. It is not my fault your company wanted to pad its executive staff bonus and bonus money.

  My next complaint will be with the ******* Corporation Commission.

  The customer should not have to suffer from poor decisions from the company.

  Your techs are top notch. You customer service, *****. 
  

  No one is on the same page. 
  

  I am still seeking lost wages and my time from dealing with your subpar customer service.

  my hourly rate is $75 an hour, and I dealt with your people over the 4-5 weeks for approximately 20 hours, to include missing an entire day of contract work.

  I want this complaint to stand. There is social media pages dedicated to dissatisfaction of customer service from **********************. You guys are an awful company, and I will not back down. 

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

• Initial Complaint

  Date:08/04/2022

  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.

  My phone line and DSL lines stays broken more than they stay on. Over the last 10 years I have ask for new lines to be installed so I get the services I pay for. I have been trying to get a technician since it went out on Friday the 29th of July and their telling me it will be 9 of August. I am paying for services I am not receiving

  Business Response

  Date: 09/02/2022

  CenturyLink has completed a review of the complaint filed by *********************** regarding chronic phone and internet issues. 
  
  Per the complaint received: My phone line and DSL lines stay broken more than they stay on. Over the last 10 years, I have asked for new lines to be installed so I get the services I pay for. I have been trying to get a technician since it went out on Friday the 29th of July and they're telling me it will be the 9 of August. I am paying for services I am not receiving
  
  In a review of the account associated with this complaint, there have been no recent repair calls or dispatches located indicating an issue with the service. Prior to receiving the complaint, the CenturyLink repair team was already engaged and a repair ticket was submitted to address the ongoing issues. The ticket was closed and repairs were made to a defective jumper on 8/9/22. At this time, no other issues have been reported since repairs were completed on 8/9/22.
  
  The customer is advised to report any future issues with the service to CenturyLinks internet help desk at ************** as soon as the issue is noticed for proper troubleshooting measures and assistance.
  
  On behalf of CenturyLink, I would like to apologize we were unable to resolve this matter in a timely manner and for any inconvenience and frustration, this matter has caused.
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************
  
  

• Initial Complaint

  Date:08/04/2022

  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 have been waiting on a modem from them for 30 days. I have spoken with 20 people and they seem not to be able to help me. I have asked to speak with supervisors but the problem still exists.

  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:
  
  The order to install service completed on time. The issue that prevented the service from working correctly or at all was due to a number of factors. Some of these were related to the network remote terminal from where the service was operating from, and the most significant issue was an incorrectly keyed programming error. Both the network issue and the programming error have been corrected and the service looks to be operating as it should. I have currently reviewed the service and find it is working at or above the provisioned rate of speed.
  
  Prior to this reply, the customer received a full refund for the month paid in advance that could not be use in part or in full.
  
  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
  **********************