Business Profile

Telephones

CenturyLink

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

3,944 total complaints in the last 3 years.
1,510 complaints closed in the last 12 months.

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Submit a Complaint

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:07/29/2022
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 began having connectivity issues with my internet several months ago on ACCT.#*********. I tried the chat option for help 2X. Both times it recommended a technician come out as it concluded we were receiving slower service than for what we should be receiving. A technician was scheduled to come out on a Sunday (I believe in May or June 2022?) We waited the entire day at home and he never showed up. I also believe that our connectivity issues have to do with the original hook up that was done by Century Link by a man who ran a cord in a highly exposed and careless manner from our building's electrical room (free for the wind, rain, and snow to abuse) through a literal hole in the wall. After finally finding time in my busy schedule to deal with this issue again today (July 29, 2022) I called back and was given to *** who blamed the issue on us, saying we had no issue and that we were just not clearing our browsing data. I called back (7/29) and was given to ********. After running yet another test and explaining that our internet's connectivity was not reliable (it had times when I could not connect at all) and that this was confirmed earlier (as well as the previous technician did not show up) she said she would connect me with the scheduling department so that a technician could come out to look at the issue. However, after waiting on hold for more than an hour, I was given to yet another call center person who wanted to run yet ANOTHER modem test for the seventh time! He also mentioned that charges for the technician were $99 (in order to repair their own service?) This has NEVER been mentioned in the entire time I have had Century Link. We have been going around in circles with the same unhelpful gatekeepers and poor customer service. I would most like the company executives to know that I will be switching to ******** as a result.
Business Response
Date: 08/24/2022
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****************. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

Upon review,

Our records indicate the customer reviewed the service trouble with technical support recently on two occasions, July 28th, and July 29th. Technical support advised the customer no trouble could be determined on the network side. The customer was then disclosed *********************** repair policy related to technician dispatch cost if no trouble is found on the network side. The customer disconnected the call before a repair arrangement was completed.

I verified the customers internet connection is stable with no further trouble reported. The customer has not yet contacted ********************** for service cancelation reasons. I left the customer a voice message advising my investigation. I agreed to review service and handling concerns mentioned in the complaint.

I did not get a call back from the customer regarding my last follow-up. I did verify the customer disconnected service with ********************** on August 10, 2022.

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

Sincerely,

*********************
Executive Office Case *********************************** **********************
Initial Complaint
Date:07/29/2022
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.
Hi,I recently moved and unfortunately, Centurylink/Lumen is the only internet provider in my area. I have had this service for 2 months in total and I have experienced 7 outages spanning days. 2nd week I had a 3-day outage and no one could assist me. From there I experienced another outage the following week and every other week thereafter with 24 - 48 hour fix times. No one has ever come out to address the issue this is not acceptable service. I do not have the option to have another service provider. I want this issue corrected but no matter who I talk to they dodge me every time and no one will fix this. This is a safety hazard as my security system does not work. My door is a smart lock with no wifi does not function. This needs to be addressed permanently. While outages occur I do not believe this is normal for the internet to be out for 2-3 days every other week. I am losing money regularly as many of my neighbors are. Provide the service we pay for our upgrade the lines.
Business Response
Date: 08/27/2022
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 reviewed the repair history on this account and find that there have been an unusual number of incidents reported for the service. Since the incidents prior and the most recent notice, the account has had outages related to a couple factors,most regarding equipment in the field, all of which have been linked to battery or commercial AC failures in the serving equipment not the actual lines providing the service.

These have all been addressed and since my latest escalation request, the customer has been trained with no further issues that I can see. As a courtesy to the customer, and in addition to the account adjustment already issued, I have issued and additional adjustment in the amount of $32.50 which more than covers the number of days the service was down. CenturyLink policy only provides for adjusting accounts for the amount charged relative to the duration of the outage(s).

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: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 tried to reason with CenturyLink for months and they will not cooperate. You have to use the paperless option or they will CHARGE more to mail a bill. No other company makes you do this. They email the bill around the first and I pay it. I pay at my bank so I have proof. The next month they send no bill so I forget to pay it because I have no bill. I have to call them about every 3 months. Today the guy was obnoxious, I just don't deserve this treatment as I always pay all my bills on time. I payed June and it cleared this morning 7-29-2022. It will be another week before I can pay July, and I'm sure there is a late fee, not because of anything I did wrong. I'm just asking for a reasonable resolution like mail a bill and I will pay it on time just like every other company does. They DO NOT email my bill every month. I don't even have an account number as the bill only has how much you owe. Thank you for any help!
Business Response
Date: 08/28/2022

CenturyLink has completed a review of the complaint filed by ********************

Per ************: I have tried to reason with CenturyLink for months and they will not cooperate. You have to use the paperless option or they will CHARGE more to mail a bill. No other company makes you do this. They email the bill around the first and I pay it. I pay at my bank so I have proof. The next month they send no bill so I forget to pay it because I have no bill. I have to call them about every 3 months. Today the guy was obnoxious, I just don't deserve this treatment as I always pay all my bills on time. I paid June and it cleared this morning 7-29-2022. It will be another week before I can pay July, and I'm sure there is a late fee, not because of anything I did wrong. I'm just asking for a reasonable resolution like mail a bill and I will pay it on time just like every other company does. They DO NOT email my bill every month. I don't even have an account number as the bill only has how much you owe. Thank you for any help!

In a review of the account associated with this complaint, the billing parameter was originally set for paperless bill with the bill sent to the customer's email address on file. The customer has been provided alternate ways to pay the bill to avoid late fees. Due to the payments not being posted by the due date, the account has accrued late fees. The current balance due by 9/1/22 is $59.69. CenturyLink has contacted ************ directly and she has requested to switch to a paper bill. The customer has been advised enrollment in paperless billing provided a discount of $6.00 per month making the rate $49.00 per month (excluding taxes). As requested, the billing parameter has been changed to paper bill therefore the discount will expire. It *** take up to 2 billing cycles for the bill to arrive by mail so the customer is advised to monitor her email for the bill.

Please see the information below regarding payment options for our customers.

There are several ways to pay their bill. Payments can be made using a savings or checking account using our IVR system or CenturyLink MyAccount. You can also avoid convenience fees by enrolling your account in autopayment to have funds automatically drafted from your bank account. CenturyLink does not retain these fees. The charge will not appear on your CenturyLink bill. Instead, the charge will be billed with your payment amount directly on your credit card statement. The charge will appear as CenturyLink/Western Union Speedpay on your credit card statement.

CenturyLink gives customers online access to their CenturyLink account information anytime, anywhere. My CenturyLink provides a personalized and time-efficient way to manage their account online. If the customer has internet access, My ********************** is available anytime, anywhere for them!

Benefits for the customer:

Free and secure online access to their bill
View and pay bills online at any time
Set up single or recurring payments online via bank account or credit card
Order securely & check the status of orders
Check the status of repair or trouble tickets
Customers need an account number, a social security number, an email address, and a preferred User I.D. to enroll for My **********************.

Payments can also be mailed by check or money order to:

CenturyLink
PO Box 4300
************, ** 60197

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.
Thank you,

*********************;
ANALYST II
Customer Advocacy Group
**********************
Customer Answer
Date: 08/28/2022

Complaint: 17643138

I am rejecting this response because:
They have never emailed my bills on time and I am always on the phone for a year trying to get it right. I can't depend on the email coming and I pay EVERYONE on time with bills. They want to charge me $6 to mail a bill? Is this *****************? This is the ONLY company that does this! Should not be fighting through the BBB for help. Thank you to the BBB!
Sincerely,

*******************
Business Response
Date: 09/13/2022
Response:

CenturyLink apologizes that this matter has not been resolved to **************** satisfaction.

In regards to the $6 charge, the customer's current plan is billed at $55.00 per month (excluding taxes). Due to ************ was enrolled in Autopay, she received a discount of $6 each month as a courtesy. As requested, the billing parameters have been changed back to paper billing and therefore the discount is no longer applicable. Please be advised that there is no charge to mail in payments.

As stated previously, the customer has been provided several options to pay her bill each month to avoid any late fee charges.

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

Thank you,

*********************
ANALYST II
Customer Advocacy Group
**********************

Customer Answer
Date: 09/18/2022

Complaint: 17643138

I am rejecting this response because: No other company does this. They are now sending me email to pay the bill with ther $6 on the email. I have still never received a bill. I am getting rid of them ASAP and will dog them on every social media siter there is. So glad it will stay on BBB. Lumen is so worst than Century Link. Congrats on working on getting rich LUMEN!

Sincerely,

*******************
Business Response
Date: 09/22/2022
Please be advised that CenturyLink stands by its original response. In regards to the $6 charge, the customer's current plan is billed at $55.00 per month (excluding taxes). Due to ************ was enrolled in Autopay, she received a discount of $6 each month as a courtesy. As requested, the billing parameters have been changed back to paper billing and therefore the discount is no longer applicable. Please be advised that there is no charge to mail in payments.

CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
Customer Answer
Date: 09/22/2022

Complaint: 17643138
I am not paying six dollars for a bill that I still have not received. Im getting ready to pay $59.69 for the month of October and will look for other options for cable. My cable company is horrible the cable goes in and out all the time anyway. I just kept them because they were cheap now she does not good enough. Their service is not good enough. I hope the lady at Lumen with her new job enjoys it because people are gonna get sick of the only company that males a bill that cost six dollars to mail a bill? Some older people like having a bill mailed. I guess you are ripping off all those older people. Maybe they dont even know that. Thank you BBB.
I am rejecting this response because:

Sincerely,

*******************
Initial Complaint
Date:07/29/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I can't communicate with CenturyLink. Not via their chat or phone. My mother died in JANUARY! I need her service disconnected, canceled, and the equipment returned. I have to drive 3 hours one way to ********** to file a stop payment order. I am my mother's executor. It is my contact information that I have entered.My mother was:****************************** **************************************************************************** Acct *********
Business Response
Date: 08/25/2022

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 reviewed the service cancelation concerns with customers daughter, *****. I verified the death certificate and agreed to disconnect the service in concern. I applied a credit to the account for $152.29 to cover the last billing statement and bank charges the customer *** incur.

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

Sincerely,

*********************
Executive Office Case *********************************** **********************
Initial Complaint
Date:07/29/2022
Type:Product 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.
In June of this year, I used CenturyLink's online form to request internet services at a newly purchased property which I do not currently occupy. I received a text message confirming an installation date. I could not confirm, and instead requested clarification and conversation. Getting no responses from CenturyLink after multiple attempts at clarification and resolution, I chose not to do business with CenturyLink. I requested they cancel the request altogether. I responded to their initial texts and emails to let them know that I did not want their service. I also called their customer service number, but their automated system indicated it wasunable to process my responses. CenturyLink gave me no way to speak with (or leave a message for) any human beings capable of resolving this issue. It gave me no way to cancel the service request, and no way to stop their unwanted service.CenturyLink continues to send me bills and emails urging me to activate my account. I have not activated a CenturyLink account because we have no service agreement. They have no right to bill me for services that I have indicated multiple times that I do not want. This is harassment. If CenturyLink would check their records they will see that I have diligently attempted to communicate this via email, text messages, and telephone, however not one of these methods ever results in the ability to speak with a human being or resolve the issue.
Business Response
Date: 08/27/2022
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 inbound phone VRU used to assist customers with any service request are geared to the customers service address or account number. If an address is provided for routing purposes and it is not in the region where CenturyLink service is located, this would have an impact on the person calling in to get routed correctly.This could have been the reason the complainant had a lot of trouble navigating through the phone system and *** have been the reason that it was unable to rout the complainant.

That said, all cancelation options require a phone in request. This is to insure the proper account and account owner/authorized party are verified. Chat, email,text, these are not valid methods for cancelation currently.

I have verified that the account has not been active or In-use from the time it was initially scheduled to be available until currently. I issued a cancelation order and input the ********** Address for the forwarding of any documentation. The customer *** see a final billing and can ignore it. Additionally, as a modem was sent to the location and in this instance,it would seem unlikely that the complainant would have possession of said equipment, they *** also get a bill for unreturned equipment.

Do to the billing cycle, the actual end of the cycle will be effective September 22nd, 2022. I have scheduled a follow-up to negate any charges that *** appear on the final bill. The complainant will not have any liability for any charges billed. If after the adjustment to negate charges and to prevent the unreturned equipment from billing the complainant receives a bill for any charges, they will need to email me directly at ***************************************** and I will take care of it.

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: 08/29/2022

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:07/29/2022
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.
For the second time in the past year I have no phone service! I live in a rural area in central Virginia and in this area the infrastructure has been severely neglected. I have no cellular coverage in my area and I have to rely on a landline for phone service. For the second time in the past year my phone line is dead. The first time it was out for over two weeks before Century Link addressed the problem and this current outage started on 16 July. On 19 July, I contacted Century Link customer service to schedule a repair which was scheduled for today, 29 July. Earlier today I checked online to see when the technician was scheduled to arrive and there was no longer a repair ticket. I then contacted Century Link customer service and the associate informed me I needed to call them after 8 AM. I had to use a vacation day of vacation from work in order to wait for the technician to show up! Century Link refuses to conduct any maintenance on my phone line, it was installed in the 1950's, it still has trees down on the lines even though I contacted them multiple times to fix the issue, and my internet and phone service routinely go out yet they still have a monopoly on phone and internet service in this area. I just want them to deliver the services that I'm paying alot of money for.
Business Response
Date: 08/28/2022
CenturyLink has completed a review of the complaint filed by ********************* regarding a recent phone outage.

Per the complaint received: For the second time in the past year I have no phone service! I live in a rural area in central Virginia and in this area, the infrastructure has been severely neglected. I have no cellular coverage in my area and I have to rely on a landline for phone service. For the second time in the past year, my phone line is dead. The first time it was out for over two weeks before Century Link addressed the problem and this current outage started on 16 July. On 19 July, I contacted Century Link customer service to schedule a repair which was scheduled for today, 29 July. Earlier today I checked online to see when the technician was scheduled to arrive and there was no longer a repair ticket. I then contacted Century Link customer service and the associate informed me I needed to call them after 8 AM. I had to use a vacation day of vacation from work in order to wait for the technician to show up! Century Link refuses to conduct any maintenance on my phone line, it was installed in the ****s, it still has trees down on the lines even though I contacted them multiple times to fix the issue, and my internet and phone service routinely go out yet they still have a monopoly on phone and internet service in this area. I just want them to deliver the services that I'm paying a lot of money for.

Prior to receiving the BBB complaint, a repair ticket was submitted for no dial tone with a technician dispatch scheduled for 8/3/22. Per the complaint received, the customer indicated there were trees on the lines that had not been removed. This matter was escalated to the CenturyLink field operations team to address.

Per the completed repair ticket, the outage has been restored and the cause has been isolated to lightning damage in the splice case. The field operations team has stated the tree issue has been addressed as well.

Out-of-service credit has been issued for the days the customer was unable to use the phone service.

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

Customer Answer
Date: 08/28/2022

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:07/29/2022
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.
CenturyLink does not provide the service it contracts with the residents. The phones are continually down. The buzzing on the line is too loud to hear anyone. Retired couple with medical issues are often not able to call out and friends cannot seem to file anything on the chat because it's not linked to the phone number. The particular neighbor is dependent on the landline as cell service is spotty at best.
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 Ms. ***************** 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 also filed complaints with the *** regarding the same issues and concerns. That case file indicates that a repair dispatch was scheduled for July 28th, 2022. On the repair, the technician found the issue to be a problem with the sire sheath and repaired it. The customer received an adjustment to their account in the amount of $12.22 which is reflected on the August 8th, 2022, billing statement.

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:
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.
Centurylink was scheduled to come to my mom's assisted living apartment on Tuesday, July 26 to fix her internet. They were supposed to come between 8 and 4;30 p.m. I received a notice on centurylink.com/technician that someone would be there at 8:15 a.m. as shown in the picture below. When I called at 9 to tell them no one showed up they told me that information was wrong.I received a call later that they were late and would be there by 6:30. I received another call stating that they would not be showing up. I took the entire day off work because of their ridiculous schedule and would like to be reimbursed for $100 which isn't even close to what I earn in a day.My mom's name is ***************************** and her phone number is ************. I take care of everything for her though since she is old. (She wouldn't like me calling her old. )
Business Response
Date: 08/04/2022
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mr. ******** At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

Upon review,

I verified the customer reported service trouble on July 20, 2022. Our system indicates the repair ticket was closed by the customer on July 26, 2022. This *** have been caused by a system scheduling error or defect.
I applied a onetime credit for $25 on the customers account inconsideration to the service trouble and 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: 08/08/2022

Complaint: 17641087

I am rejecting this response because:
$25 is a measly sum of money to offer a customer who took an entire day off work to be home for an appointment. I was home from 8 a.m. until 6:30 p.m. at which point I was told the appointment was cancelled.

Sincerely,

*************************
Initial Complaint
Date:07/29/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had contacted Centurylink for a recent arrangement on 7/31 at 3:03PM and spoke with a representative name ***. I had told her that I had recently paid $200 of an outstanding bill and had the remaining amount of $44.05.I had said to her specifically that I will pay off the $44.05 on Friday 7/29. I did not realize that she had combined the $44.05 with an upcoming payment, and that presented a big burden. I have tried calling back to speak with a representative, but their phone IVR system was never functioning properly to get a live agent. Today, I have spent over an hour trying to get in contact with someone and no one would come on the phone line. I have been experiencing constant problems with their website in order to make payments and such. And at other times when making payments, their website is constantly glitching. And it appears as though they are doing this adversely and ************. There needs to be a considerable amount of action that needs to take place in order to service the public fairly.
Business Response
Date: 08/24/2022
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****************. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

Upon review,

Our records indicate the customer agreed to make a payment for the total balance due on July 30, 2022. The past due balance is $173.67 with a new balance of $55.84 not due until August 17,2022.
The customer *** incur a late payment charge for the past due balance, as no payment has been made.

I left the customer a voice message advising my investigation. I assured any late payment billed for this month will be adjusted of the bill. I left the customer a voice message with my contact information.

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

Sincerely,

*********************
Executive Office Case *********************************** **********************
Initial Complaint
Date:07/28/2022
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 had CenturyLink since July 2021, I rely on the service to work. I work from home so internet is crucial. Thursday 7/21/2022 at 7:00PM CDT, my internet went out. I contacted CenturyLink Tech support who told me that a technician would be sent out that following Monday 7/25/2022. No technician was ever sent out. I called again on Monday and the next agent went through some troubleshooting with me, to no avail. She told that a new modem needs to be sent out. I called back and the modem order never went through the first time so they went another one. They showed that the second one didnt go through either so they sent a third one. I then spoke to a supervisor who advised me that all three modem orders went through but he would cancel the first two. The next day, I received three new modems. I tried all three of them to see if they would work. Nothing. I contacted CenturyLink again and they did the same troubleshooting as the first time, to no avail again. Every agent I get either transfers me or pushes me on someone else, as if it is not their job to deal with it. I talked to a supervisor on Thursday 7/28/2022 who did some troubleshooting and told me that they would call back between 6-7 PM CDT, they are closed at 6:00 so not sure why I was even told that. I got no call back from that supervisor so I chatted with an agent online who again did the same troubleshooting as everyone else did and nothing works. I have been without internet for a full 7 days now, I have been out of work for a full 7 days because of this issue, I have missed out on over $700 from not working because of this. I just want it resolved and I want my internet back. This not just affecting my wifi use, its affecting my work and my income. None of the agents seem to know what the issue is or how to fix it. I need this fixed ASAP. Im at my **** ends with this company. All CenturyLink does is saying they are reliable. How is it reliable if its just going to go our and no one knows why?
Business Response
Date: 08/01/2022
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****************. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

Upon review,
Our records indicate the customer reviewed the service trouble on a couple occasions with our technical support group. The customer was sent a replacement modem to resolve the ongoing issues with the service.
On July 29, 2022, technical support isolated the service trouble and the customer assured service was fixed and working.

I verified the customers internet connection is stable with no further trouble reported. I left the customer a voice message with my contact number for any further questions or concerns related to this complaint.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconveniences that *** have been experienced.

Sincerely,

*********************
Executive Office Case *********************************** **********************
Customer Answer
Date: 08/08/2022

Complaint: 17640372

I am rejecting this response because: I appreciate your apology and ensuring that my service is up and running. Unfortunately, that was not the point of me making the complaint.
I spent over 5 hours on the phone with different agents and supervisors from CenturyLink, trying to diagnose the issue and fix it. No one could figure it out. I went without internet for 7 days straight because no one could fix it. At first, they thought it was the modem so yes, they sent me a new one, which I mistakenly got 3 new modems. All that was wrong with it was that the system kicked out the current PPP username and password and they had to generate a new one for our account, which only took about 20 minutes for them to get it and it was fixed. This could have been fixed the first time if the agents knew what they were doing. Also, every time that I called, I felt like no one wanted to help but the one time that my fiance calls (he's a male), they were able to diagnose and fix it in 20 minutes.
Additionally, those 7 days without the internet, I couldn't work. Reliable internet is crucial for my job, as most people today know since COVID. I missed out on 40 hours of work, and over $700 from not working, this whole situation has affected my finances tremendously.
I'm sorry, but I cannot accept just an apology for this situation.
Sincerely,

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

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