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

  1025 Eldorado Blvd Broomfield, CO 80021-8254

• 

  CenturyLink

  3030 E. Semoran Blvd. Apopka, FL 32776

• 

  CenturyLink

  630 N Wymore Road Suite 300 Maitland, FL 32751

• 

  CenturyLink

  3033 N. 3rd Street #1000 Phoenix, AZ 85012

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:08/01/2022

  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 received a bill for $7,008.75 from CenturyLink/Lumen Technologies early in June of 2022. The bill is for damage to a telephone pole. The damage occurred on September 11, 2020 when a truck owned and insured by me, which had been borrowed by my adult son, **, struck the power pole and was totaled. I'm not sure that I am liable for the damages as I wasn't the driver, so I have called the CenturyLink ***************** nine times and, after my second attempt to call them, sent them a letter, never receiving a response. Now they have turned me in to JNR, a collections agency.

  Business Response

  Date: 08/30/2022

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************
  
  At CenturyLink we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review:
  
  This is not the appropriate venue for this type of complaint. Any claim that involves property damage to someones property or to Centurylink property are handled by the UNICALL claims group. My understanding is in this instance and in the *************** the responsibility follows the automobile owner, regardless.
  
  That said, I have escalated the request to the damage claims department for further review. The complainant should contact our UNICALL department at the following number for assistance if needed. The number is also listed on the statement or invoice the complainant would have received. The number for UNICALL is ************.
  

  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:08/01/2022

  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 opened an account for a landline telephone with Century Link on Jun 28 2022.Century Link came out to my property and installed a temporary phone line- that laid on top of the ground. I explained to them that I was surrounded by cows and deer and that the line would not last.The technician said it was "not his problem."Since the line was laid on top of the ground, it has been chewed through 4 (four) times. The last technician that came left me spare line, told me to "fix it myself" and then I was charged $100 for this service.On or around July 17th, we realized we were not getting any phone calls. At some point, with NO NOTIFICATION OR CORRESPONDENCE, Century Link changed our phone number, from ************ to ************. We only discovered this by making a call. When I called Century Link, they told me it was "my fault because I called too much."On July 26th, 2022, I called Century Link to inquire when the permanent line would be installed and buried. I was on hold for three (3) hours. THREE HOURS. I was then told, after waiting 3 hours, that "maybe the service ticket was in for my permanent line, but we can't find it."On August 1, 2022, I have been on hold for FOUR HOURS, 4 HOURS, to tell Century Link that my temporary phone is AGAIN- not working. We cannot get anyone to answer the phone. We have been on hold for 4 hours.I am being charged for a phone line that does not work, that I cannot use, that no one will service and I cannot reach anyone to consult.I would like this temporary line REMOVED, all charges cleared and no more contact with Century Link. If this is not remedied by Century Link, I will file suit in court. This has been the worst experience of my life with a company. My wife has just been diagnosed with ovarian cancer and she missed calls for her CT and MRI scans because Century Link changed the number and refuses to address any of these issues.

  Business Response

  Date: 08/30/2022

  To whom it *** concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *************************
  
  At CenturyLink we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review:
  
  The issue of the account status and billing has been identified. It seems that when the initial account was converted over to the new billing system, the issues began. The account never updated correctly and became frozen if you will. This is called bill or account fallout. And though rare, it is very difficult to address in what would normally be a reasonable amount of time. When this occurs, efforts to assist with order changes or anything for that matter also get stuck in the translation.
  
  I have issued an adjustment to the account that will negate any remaining balance and submitted a request to the CenturyLink internal IT group who is tasked with identifying and correcting these issues when they occur. Though rare, they negatively impact the customer significantly.The customer should not receive any further billing or notifications from CenturyLink, as was requested. If there is any instance where this occurs and the customer has any questions, my direct e-mail is ******************************************************.
  
  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:08/01/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We haven't had phone or internet service for 8 weeks today. I've called the customer service numbers almost every day to report the issue. I would either get scripted responses and promised service by 6 pm that evening or that a Tech would sent. Neither one of these has happened. I haven't been able to speak to a "live " person except twice , when a field Tech called to let me know that they would be there by end of day or week. A few times I was told that the issue was found on the company side and not at our property and the repair tickets were being cancelled. I work from home and have had to travel to work. I also have an elderly parent living with us. I also received our 2nd bill and have had no service.

  Business Response

  Date: 08/30/2022

  CenturyLink has completed a review of the complaint filed by ************************* regarding the delay of phone and internet repairs.
  
  CenturyLink records indicate that it previously received and investigated this dispute in response to a complaint filed with the ************************* (***). The following response was provided to the *** on 8/3/22.
  
  Service was restored on 8/2/22 at 2:28 pm. The issue is resolved. ************** subscribes to the Internet and Unlimited Home Phone bundle for $85.00/month plus applicable taxes and surcharges. An adjustment of $183.98 was provided on 8/2/22 to refund two months of service charges. Today, 8/3/22, ***** spoke with ************** to discuss this issue and confirm that the service was working properly.
  
  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:08/01/2022

  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.

  We canceled our residential service package (account number ********** with ********************** in October 2021, and were told we were due a refund of $119.84 (they took out the following month's payment via auto-pay from our checking account after our service was cancelled). In the 10 months since then, we have repeatedly called to check on the status of the refund. The first few calls led to their assertion that a check had been mailed. Subsequently they claimed they had learned the check was never cashed, and so they re-issued another check. We've contacted them roughly monthly since then, each time being told the refund was being processed. Most recently, we called them today (1 Aug 2022) and were told they mailed the check on 5 July (nearly one month after mailing, said check has still not been delivered). They are clearly not planning to provide our refund, and instead are giving us the classic "run around". We would greatly appreciate the BBB's assistance in securing our refund.

  Business Response

  Date: 08/30/2022

  CenturyLink has completed a review of the complaint filed by *********************** regarding a refund owed after canceling services.
  
  Per the complaint received: We canceled our residential service package (account number ********** with ********************** in October 2021, and were told we were due a refund of $119.84 (they took out the following month's payment via auto-pay from our checking account after our service was canceled). In the 10 months since then, we have repeatedly called to check on the status of the refund. The first few calls led to their assertion that a check had been mailed. Subsequently they claimed they had learned the check was never cashed, and so they re-issued another check. We've contacted them roughly monthly since then, each time being told the refund was being processed. Most recently, we called them today (1 Aug 2022) and were told they mailed the check on 5 July (nearly one month after mailing, said check has still not been delivered). They are clearly not planning to provide our refund, and instead are giving us the classic "run around". We would greatly appreciate the BBB's assistance in securing our refund.
  
  A check was originally mailed in January to the wrong address. A second check was mailed on 6/10/22 in the amount of $104.29 however the check was not cashed. A request has been submitted to cancel the check and reissue a new one. Once the check is released, it can take 7 to 10 business days to arrive.
  
  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:08/01/2022

  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 called to cancel my service and spoke with a ******. I am getting a new provider. He needed my disconnect date and I didn't have that. He said they would prorate the charges so I wouldn't be paying for a full month since my new provider installs on the 4th of August. I called back today 7/29/22 and was told that I have to pay the full kk th even though I won't be using the service. I was never notified ir told about this and this is a deceptive business practice. I never signed anything or was notified that regardless of when you cancel you have to pay for the full month.

  Business Response

  Date: 08/26/2022

  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Ms. ********* At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review,
  
  Our records indicate the customers service was suspended for non-payment on July 19, 2022. The customer called in on July 28, 2022, advised CenturyLink to disconnect the account and requested credit for remaining days for the final month of service. The customer was informed the account was suspended for non-pay; no changes were made.

  
  In the complaint, the customer mentions that she was promised proration credits. CenturyLink has no record of the customers claims. The customer account type is prepaid, and no credits can be extended.

  
  I reviewed the service billing and cancelation concerns with the customer and advised *********************** service cancelation policy.I advised the customer; a response would be sent to the ********************; the customer ended the call. The service in concern has been disconnected, the customer will need to return the leased modem to CenturyLink to avoid any further equipment charges.

  
  Return your leased equipment

  
  Please return your leased equipment by Sunday, Sep 25 to avoid potential charges of:
  $150.00 for INTERNET MODEM
  
  You can print your return label at www.centurylink.com/returns
  Packing instructions are available there. We will also send an email with this information to ****************
  
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

• Initial Complaint

  Date:08/01/2022

  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.

  They continue to have service enteruptions and still charg?. They have a hub station on Pleasent Valley rd that the rain water has washed nostalgie of it around it. There is wirers sticking out of the ground. If ? kid where to be around it They could get hurt. They don't care because they are the only internet provider in area.

  Business Response

  Date: 09/02/2022

  CAG has completed a review of the complaint filed by *****************. The customer is reporting that there is a ped or remote hub on Pleasent Valley Rd in ******, ** that is washed out and has exposed cables.
  
  Upon receiving the complaint, the CenturyLink repair escalation team as well as the field operations team were engaged to address the exposed cables. The field is aware of the issue and at this time, the appropriate teams are engaged and actively working on a plan of action in hopes to have it resolved soon. 
  
  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:07/30/2022

  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.

  On March 14, 2022 I called Century Link on their **************** number to cancel my long distance service.In April 2022, I received a bill from them. I again called and cancelled. In May I received a bill from them. I called and cancelled. I was informed that their records show that I hung up before completing the cancellation in March. ???? I want to cancel. How hard is that? And they stated that they didn't know what happened in April, but that the service was now cancelled. But I would owe because I did not cancel in March. I informed them that they could send me as many bills as they wanted, but I had cancelled and I wasn't going to pay. I have received a bill for June 2022, and July 2022. I contacted MidRivers Communication on July 28, 2022 about my problem with CenturyLink and was informed that THEY ALSO notified CenturyLink on March 14 that they would be the new long distance carrier.

  Business Response

  Date: 08/28/2022

  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 complainant is a customer of Mid-Rivers **********************. In this scenario, the Mid-Rivers customer elected to use ********************** as their long-distance provider. It is important to note, that while CenturyLink was chosen for the long-distance service,Mid-Rivers is the facilitator of the billing and implementation of the selections of long-distance carriers any of its customers choose. Mid-Rivers is the customer of any of the carriers that are invoiced by Mid-Rivers, not the end user.
  
  I emailed the complainant and requested a separate invoice for charges in the event that this was not the situation. The customer replied that she needed clarification as she did not understand the specifics of what I was requesting, specifically, what the terminology voice-line meant. I replied with an explanation of the terminology and how to proceed if certain criteria existed indicating my assumptions were not correct.
  
  I did not hear back from the complainant. It is assumed that given the information provided by the complainant and the reply I provided to the complainant that the customer/carrier arrangement lies with Mid-Rivers Communications and that any recourse desired would therefore need to go through Mid-Rivers Communications,not CenturyLink.
  
  CenturyLink acknowledges the complainants concerns, apologizes for any issues,inconvenience or poor service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:07/30/2022

  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 since June 30th 2022. I contacted CenturyLink on July 2nd or 3rd. They attempted to troubleshoot my issue virtually. Scheduled a technician to come out on July 15th. The technician closed the service request without coming to my property. Without calling or notifying me. I called 5:30 p.m. on the 15th for them to tell me that the technician canceled the order. Today July 30th another technician came out. Said my internet was working. Left my property before I was able to confirm it was. I still do not have internet services. However they have sent me my bill that is due on August 15th. I have requested to speak with supervisors the last four times I have called. And magically my call ends up dropped. So I have yet to speak to a supervisor. But they confirm my phone number four times on each phone call.

  Business Response

  Date: 08/28/2022

  CenturyLink has completed a review of the complaint filed by ************************* regarding a recent internet outage.
  
  CenturyLink records indicate that it previously received and investigated this dispute in response to a complaint filed with the CenturyLink ************ team. 
  
  A repair ticket was issued on 7/3/22 however was canceled by the technician prior to the repair due date. There were several repair calls and attempts to troubleshoot the ongoing issue. Records indicate a second repair ticket was issued on 7/29/22 and completed on 7/30/22 with repairs to a cut drop near the terminal. At this time, no new issues have been reported. Out-of-service credit was issued on 8/1/22 for $59.99 for the time the customer was unable to use 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:07/30/2022

  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.

  **************** has continually been disrupted multiple times monthly and now it has been down for the past two days. I cannot reach Centurylink to file a problem because their website is not responding. I cannot call because they dont have a phone number for Fiber customers. I pay for fiber service at Gig speeds and get minimal speed that are often unusable for teaching online courses.

  Business Response

  Date: 08/08/2022

  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:
  
  I have reviewed the statistics and found that the customers service had connectivity issue for a total of 26 hours and 47 min on July 29th through the 30th. This is the only time that I have seen there to be any issues with the service. Keep in mind that is relative to the authentication of the signal with the mode. Anything after the connection directly to the modem is not covered by CenturyLink. Normal troubleshooting and assistance are available to all legacy fiber customers for supported devices plugged directly into the modem. Additnally wireless troubleshooting and assistance is also available but on a much more limited basis as we do not support many of the third-party devices such as various tablets and other devices that *** be in use. The support number the customer can call for their internet support (If mentioning the type, use legacy fiber as we also offer Quantum Fiber at his address) is the same as non-fiber internet and should be listed on the customers billing statement.Support for legacy fiber and legacy copper internet is the same.
  
  When it comes to connectivity, except for the time noted prior, the service, to the modem, has been on at or above the provision up to 1gg service. The customer *** want to try plugging in any devices they *** be having trouble connecting or maintaining a connection with directly to the modem as this is the only way to guarantee the connectivity and the best performance available. There are simply too many variables to guarantee connectivity with wireless products. The customer has already received an adjustment for the delay in installing the service in the amount of $55.64. I have issued another adjustment for $12.33-or one-weeks service charges for the 26 hours and 47minnutes of actual outage.
  
  
  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:07/29/2022

  Type:Customer Service 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.

  We lost service with century link first with our telephone in May, then June 15 we lost internet. We attempted on several occasions to call century link and we will be placed on hold for hours at a time, when someone would answer they would quickly want to transfer us with out really helping.After two weeks we felt we had no choice but to find another service provider.July 6 we canceled our service with century link.On July 11 I called to verify that our service was canceled and verified that we would not be charged as we have had no service. Per the rep ****** there would be no balance due.Again July 27 I called the automated line to hear there was a balance. I waited to speak with ***** in billing who stated she could not make any adjustments because there was not a ticket in the system and said I would need to speak with technical support to verify we had no usage and transferred me. I was on hold 3 hours befor ******* answered to tell me he didnt know why I was transferred to him and needed to transfer me back to billing. I explained I had been on hold for 3 hours and he just said he would connect me to the correct department Back to billing I spoke with ***** who again stated she could not assist me because I did not have a ticket and wanted to transfer me back to technical support. I explained I had been passed around and now on the phone for 3.5 hours. ***** told me she could not control the wait times and when I asked to speak with a manager she said no it would not help and all she could do would be transfer me back Since this call I have sent three emails to customer service with only receiving generic response.The customer service is horrible Charging for services not provided Burring their customers on hold and inappropriately transferring between departments Leaving their customers frustrated with no assistance or resolution to service issues Their employees seriously do not care about others

  Business Response

  Date: 08/28/2022

  CenturyLink has completed a review of the complaint filed by **************************
  
  Per the complaint received: We lost service with century link first with our telephone in May, then June 15 we lost internet. We attempted on several occasions to call century link and we will be placed on hold for hours at a time, when someone would answer they would quickly want to transfer us without really helping. After two weeks we felt we had no choice but to find another service provider. July 6 we canceled our service with century link. On July 11 I called to verify that our service was canceled and verified that we would not be charged as we have had no service. Per the rep ****** there would be no balance due. Again July 27 I called the automated line to hear there was a balance. I waited to speak with ***** in billing who stated she could not make any adjustments because there was not a ticket in the system and said I would need to speak with technical support to verify we had no usage and transferred me. I was on hold 3 hours before ******* answered to tell me he didnt know why I was transferred to him and needed to transfer me back to billing. I explained I had been on hold for 3 hours and he just said he would connect me to the correct department Back to billing I spoke with ***** who again stated she could not assist me because I did not have a ticket and wanted to transfer me back to technical support. I explained I had been passed around and now on the phone for 3.5 hours. ***** told me she could not control the wait times and when I asked to speak with a manager she said no it would not help and all she could do would be transfer me back Since this call I have sent three emails to customer service with only receiving generic response. The customer service is horrible Charging for services not provided Burring their customers on hold and inappropriately transferring between departments Leaving their customers frustrated with no assistance or resolution to service issues Their employees seriously do not care about others.
  
  On 7/6/22 an order was submitted to disconnect the service as requested by the customer due to a recent internet outage. However, there were no calls, chats, or dispatches located during May or June reporting any issues with the service. Due to the issues the customer encountered, a credit was issued to the account on 8/2/22.
  
  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 Manager
  Customer *************** **********************

  Customer Answer

  Date: 08/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I did receive a letter stating the balance has been adjusted.  I hope that they take the time to review their process so other customers  do not have the same negative experience with their request for assistance.

  at this time i find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************