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

3,951 total complaints in the last 3 years.
1,513 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:07/25/2022
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 scheduled an install day of 7/5/22. I waited home and received a text the morning of saying it was rescheduled on 7/19/22. I did not ask for this and I called in. They said pre-work needed completed. I was assured the technician would show up on the 19th. I took the day off again and no tech showed up. I called around 12pm eastern and was told the tech was running late. They said he would be there by 2pm. At 4pm I called again and still no technician. They said the technician would reach out. I received no call from the technician and called back at 6pm. They said my install was rescheduled for 8/4/22 and the tech would reach out in three days. I called back today on 7/25/22 and ask to speak with a supervisor. They were unwilling to give me an answer of what happened to my appointment on the 19th and refused to transfer me to the technicians supervisor. Centurylink is costing me time and money. They also are the only internet provider and I have no other choice.
Business Response
Date: 08/18/2022
CenturyLink appreciates Mr. ************ giving us the opportunity to review the handling of his account. At CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our training.

Upon review,

This issue has already been escalated to Federal Communications Commission. Mr. ******** has already received a response for all concerns through the *** process.

JJ
CenturyLink ***********************
Initial Complaint
Date:07/25/2022
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.
Created new account for ******** Services on June 30, 2022. When creating a new account, I was charged $50 ("deposit," according to the Century link representative) and also $48.50 ("activation fee," according to the Century link representative).I was told that my internet connection should be active as of July 1st, because I already had an old Century Link modem. On July 1st, connection was not working.Called again on July 2nd and was told that connection will be active on July 3rd (apparently new billing cycle.) It wasn't.Called on July 5, 2022 and was told that I need a new modem, which cost $200. However, after receiving a new modem, I still did not have any connection.After several more attempts to resolve the issue I was told that a tech needs to come out to address the issue and it will cost an additional $99 and that the soonest appointment is July 20th. (That's 20 days of no service while still being charged). At that point I decided to cancel my account with CenturyLink all together. I was told that all the fees charged ($298.50 total) will be refunded and that I will not be charged for anything else. However, on July 23, I have received a bill in the amount of $65.98 for the month of services I did not get.I called Century Link billing department today, Jul 25 and they said that they cannot adjust this bill. I haven't received the refund of $298.50 either.
Business Response
Date: 08/23/2022
To whom it *** concern:

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

At CenturyLink we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

Upon review:

Prior to this reply, the customer also filed the same complaint with the **** In that complaint, the customer was provided with remedy and the appropriate adjustment was also issue by the manager handling that complaint. Since the issue was addressed in that prior action, CenturyLink considers the matter closed.

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:07/25/2022
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 been a century link phone and internet customer for years. The internet is always going in and out. The internet is almost always going out daily and I feel I am paying for a service that I am not able to use. I have a school age child and we have ******* so we need reliable internet to allow my child to complete her school work and to allow my family to be able to enjoy a family movie night. I feel I am stuck with centurylink because there are no other options for internet in my area as of date and they know this. They take advantage of their customers and will not spend the necessary money to upgrade and replace broken and damaged lines and boxes. If you call customer service you are on the phone for hours waiting for a representative to answer if they answer at all. When you do get someone to answer they try to blame the problem on you by saying you have too many items hooked to the internet. The day I am referring to I had my television and ****** nest connected. If I unconnect every device the internet will still disconnect every 15 to 30 min and must be reset. I am also paying for 8mb per sec and I did a test and was not even getting 2mb per sec. This is unacceptable. I am giving them my money each month for a service I am not getting. I am being stolen from and I am tired of it. I need help with this matter PLEASE!
Business Response
Date: 08/23/2022
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 was reviewed and found to be caused by high bandwidth usage, not signal transfer to the home. Today, I again reviewed the bandwidth and fine that 7 of the last 7 days are at 100% of the bandwidth threshold. This will cause a degradation of the signal quality resulting in slower performance and connectivity issues described as the problems the customer seems to be experiencing. The customer currently has 7 of 11 devices connected which could still be the issue that is plaguing the customer. The original dispatch requested for August 20th, shows an electronic signature that indicates the August 20th date was canceled by the customer. Upon hearing this, the customer disputed that this was the case and indicated the issues they were experiencing have not been addressed. I have once again requested the escalations department within repair try and see if there are any other issues that might be contributing to the issues the customer is states are affecting the service other than excessive bandwidth utilization of the in-home network.

This dispatch is set for August 30th and once the technician provides a report as to their findings CenturyLink will again review this with what the customer is experiencing and provide additional remedy at the time should it be warranted.

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: 08/23/2022

Complaint: 17620327

I am rejecting this response because: This response is un true and I have voice-mails and evidence. For one I do not have 7 items in my home that connect to the internet. I have a ****** hub and 2 televisions that have ******* installed on. We never hook our phones to the internet and I use my mobile Hotspot for my laptop internet. We are unable to watch ******* on either tv most of the time due to the constant disconnecting of the modem from the internet. I do not have my dish network hooked to the internet. Also I most certainly did NOT cancel the repair of my service and I have the voice-mail to prove it was canceled by centurylink. The voice-mail stated the issue had been resolved remotely and they were canceling the repair order. I recieved another voice mail in relation to the 2nd repair ticket and it was stated that the issue had again been resolved remotely but they were not going to cancel the order. This problem has been going on for years and I know of at least 25 neighbors experiencing the same problem as I am. Are they over using bandwidth too? Is this the excuse for everyone. I had better service with dial up years ago. One of the repairmen that came out years ago told me the lines were old and not able to support high speed internet. I was told centurylink knew about the problem and did not want to spend the money. The issue has been fixed several times thru out the years but always returns. In the past the service technician always told me they had tobmake a repair in the main box up the road from my house. After the "repair" the internet would work fine (connecting the same items I have now) for a week or so with no disconnects then all of a sudden it would start disconnecting. The light on the modem would go from green to red and flash and after about 10 min would connect again. It appears this issue will never be fixed and all customers in ****** ** will continue to pay for a service we can hardly ever use and continue to be stolen from. It appears my neighbors and myself may have to vome together and as a group contact an attorney about this matter as we have exhausted all of our options. There is no other service being offered to us immediately in my area and centurylink knows this so we are stuck.

Sincerely,

***************************
Customer Answer
Date: 08/30/2022
I am sending the voicemail requested confirming that centurylink canceled the first repair ticket and no one ever came to my home.
Customer Answer
Date: 09/02/2022
I thought I attached the voicemail with the last reply. I apologize. I am attaching now. I hope it goes through
Business Response
Date: 10/05/2022
To whom it *** concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding the rebuttal or additional information 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 has submitted an attachment of a voicemail. Verbal validation is not necessary,and we are unable to listen as the software is incompatible with that used in this office.

That said, it is not the relevant issue described in the original complaint and subsequent reply(s). The finding that the customer *** or *** not have canceled the dispatch is not the deciding factor in addressing their concern. I have reported,in good faith, the results of my investigation and it indicates that the customer had canceled the specific dispatch. I have no reasons to believe the customer did or didnt and my decision to assist was not predicated on whether they did or did not, only that the monitoring systems indicate that they had canceled that specific appointment.

I escalated this again, after this all occurred, and another dispatch was set up for August 31st, 2022. This time, a technician again found that there werent any issues on the CenturyLink side of the connection. This time,the TIC (Trouble Isolation Charge) where no trouble is found charges would normally been assessed, was waived. Additionally, notes from the technician indicate that on the 31st, they checked the connection all the way to the network interface on the side of the home, did not find any issue and noted that nobody was home.

My escalations group tried to call the can be reached number on September 1st, and nobody answered the call. A voicemail was left which included a callback number for any ongoing issues. On September 6th, the escalations group closed the escalation as up to that date, the customer had not returned their call. At this time, CenturyLink stands by their assessment and considers the matter closed.

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: 10/05/2022

Complaint: 17620327

I am rejecting this response because:
Centurylink did in fact cancel the appointment and I submitted the voicemail to prove it. There was a service call scheduled for August 30, 2022. The repair man did not show up on August 30th but instead showed up on August 31. I can not keep taking day after day off work because of their lack of preparation. And as far as being credited for the charge of *****. I was actually charged for that and I sent a email requesting it to be removed. Attached is a screenshot of the bill showing the fee.
I have come to understand that this is a losing battle with this company and they will continue to have lawsuits, like the ones I have read about online if they continue to wrong people and lie.
hopefully centurylink will have the software to view the attached screenshot of the bill they charged me ***** on and not lie about that.

Sincerely,

***************************
Business Response
Date: 10/13/2022
To whom it *** concern:

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

Upon review:

The former customer is correct in that they were charged a fee when the CenturyLink dispatch a technician where no trouble was found. I errored in replying that this had not been charged. I misread the repair report and thought that we dispatched a second time. AS for the voicemail, I never said that this was not provided, only that I was unable to listen to it due to software incompatibility or unavailability. It is not a deciding factor in why we charge to dispatch or dont.CenturyLink only charges for a dispatch when the customer is informed that we do not see any issue that requires our technicians to go on site and try to find or repair. The only time is when we dont see, an issue and the customer insist that we dispatch anyway, and no trouble is found. Issues with the service, in the home are not covered (unless there is a specific service agreement purchased for said service) and would also incur the same fee and more for time and materials should that be applicable.

As of the 3rd of October 2022, the customers account is now with Brightspeed Communications, and I will no longer be able to address anything related to the account. Any future request or disputes will have to be addressed by Brightspeed communications.

Again, CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.

Sincerely,

***************************
Executive Office Case Manager
Customer Advocacy Group
**********************
Customer Answer
Date: 10/18/2022

Complaint: 17620327

I am rejecting this response because:
I would like that ***** charge removed from my bill

Sincerely,

***************************
Business Response
Date: 10/26/2022
To whom it *** concern:

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

Upon review:

The charge, as previously stated, is sustained as there was no trouble found on the CenturyLink side of the connection. Additionally, this is now a Brightspeed account, and I am prevented by law from accessing it or taking action of any kind on behalf of the complainant.

Again, CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.

Sincerely,

***************************
Executive Office Case Manager
Customer Advocacy Group
**********************
Initial Complaint
Date:07/25/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have had many issues recently with Centurylink's internet going down and getting them to fix it. The last time was July 15th. I called to have them troubleshoot it and was told a tech needs to come out. They scheduled that tech for August 12th. I called again on the 18th of July and told them that as a business we can not go that long without internet. My appointment was moved to the 25th of July. Today we received a text from Centurylink saying they are rescheduling us to August 18th. Our phones, fax, POS terminals and software all need the internet to run.
Business Response
Date: 08/23/2022
CenturyLink has completed a review of the complaint filed by *************************** on behalf of Payless Rental and Sales.

Per the complaint received: We have had many issues recently with Centurylink's internet going down and getting them to fix it. The last time was July 15th. I called to have them troubleshoot it and was told a tech needs to come out. They scheduled that tech for August 12th. I called again on the 18th of July and told them that as a business we can not go that long without internet. My appointment was moved to the 25th of July. Today we received a text from Centurylink saying they are rescheduling ** to August 18th. Our phones, fax, POS terminals and software all need the internet to run.

Prior to receiving the complaint, the customer ported the telephone number out to another provider and requested to disconnect the service as of 7/26/22.

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:07/25/2022
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.
********************** no responsive or helpful. Lack of ability to follow through with push scheduling system. Voicemails left indicating service time, to find out technicians wont be arriving. Excessive long wait times on phone, hours. No lack of resolution when finally reach a person. No contact numbers provided
Business Response
Date: 07/31/2022
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 25, 2022. The customer was given a service credit inconsideration to the service trouble and repair interval.
I verified the customer internet connection is stable with no further reported trouble.

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

Sincerely,

*********************
Executive Office Case *********************************** **********************
Customer Answer
Date: 08/02/2022

Complaint: 17619936

I am rejecting this response because: It does nothing to tell me why I was told a service repair man was going to be there Friday the 22nd, by voicemail from centrylink, but then never showed up, when I called on Monday, my service ticket was elevated, but again the repair man never showed up until the scheduled time on Tuesday, so no elevated status ever happened. I had to call back to get my bill credited for the lack of service, this is not something Centrylink did on there own. On the original call back on 7/21 the customer service rep was supposed to make billing adjustments never did. I asked the service repair man when he finally showed up, how do i go about getting centrylink off my property, he said he had no idea, i asked to talk to his supervisor he said he couldnt give out that information. ************ is a joke, there customer service is awful, i am yet to here back on the tickets i submitted on line. I wish to have my bill credited for a long time, I want to talk to someone who will actually listen and make changes.

Sincerely,

***************************
Business Response
Date: 08/17/2022
I verified the service repair was resolved on July 26, 2022. The repair was referred to our cable group for handling and resolution. The customer was given ****************** for the service trouble. I reviewed all concerns mentioned in the complaint with the customer. ********************** has closed this complaint.

JJ
CenturyLink Customer Advocacy Group
Initial Complaint
Date:07/25/2022
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 first contact with CenturyLink was on June 28 for CenturyLink to come connect service for my internet. Every week I would receive text messages telling me my service would be finished by a certain day. An every week for 4 weeks nothing . On 5 occasions of repeated calling I still have no internet. Im a widow an would appreciate help with this problem. As of today after speaking with person number 5 they all assure me that CenturyLink contracts with someone outside of CenturyLink to have a cable line run for my internet hookup. Also on 5 different phones calls they assure me once again that it in the works. This is bad business an if I could I would use another carrier but unfortunately they are the only carrier in my neighborhood. My home is a new build an cable on outside house is there an ready for the internet box , but getting them to run the cable from the street needs to be done. Its a cable buried under ground. When I ordered service in June 28 I wasnt aware nor was I told any of this. Could you please help with my problem. Thank you *********************
Business Response
Date: 08/26/2022
CenturyLink has completed a review of the complaint filed by ********************* regarding the delay in the installation of new CenturyLink internet service.

Per a review of the account associated with this complaint, a new order was submitted for internet on 6/28/22. The order was delayed and the due date pushed back due to a buried drop was required in order to provide service to the location.

When an issue occurs and a line needs to be buried, a *** *************** Wire) request is submitted to the CenturyLink Field Operations team. Once the *** request is submitted and approved, it is submitted to a local contractor (non-CenturyLink) in the customer's area to bury the line. Once submitted to the contractor, the process to bury the line can take several days or weeks to complete. The charges regarding this installation were communicated to the customer via the RCCs that were sent to the customer on 6/28/22. The RCCs were accepted by the customer on 6/28/22. ********************** records indicate the drop has been completed and the service installed and operational as of 7/28/22.

On behalf of CenturyLink, I would like to apologize if the delay was not communicated properly and for any inconvenience and frustration, this matter has caused.

Sincerely,

*********************
Executive Office Case *********************************** **********************
Initial Complaint
Date:07/25/2022
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 trying to get in contact with them due to my internet not working. They leave me on hold and I can not *************
Business Response
Date: 08/26/2022
CenturyLink has completed a review of the complaint filed by ********************************

Per the complaint received: I have been trying to get in contact with them due to my internet not working. They leave me on hold and I can not access anyone. I want someone to reach out to me ASAP.

Upon receiving the complaint, ************************ concerns were escalated to the CenturyLink Repair team to address and provide a resolution. The repair team has indicated that an attempt was made to contact the customer to troubleshoot their concerns but no contact was made. They have indicated that the connection is authenticating fully at this time with no errors or issues with the line which would require a dispatch. A repair ticket was completed on 6/30/22. The technician indicated the service was good to the gateway. A second repair ticket was submitted on 7/25/22 but canceled by the customer prior to the technician's visit. A voicemail was left for the customer advising to contact the repair team directly if assistance is needed.

In regards to the automated phone system and wait times, unfortunately, we have been experiencing higher than normal call volumes which have resulted in longer than normal hold times.

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:07/25/2022
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.
CenturyLink has been a nightmare. They came onto my property unmasked and spewing conspiracy theories about COVID and saying they are an anti-vaxxer. That in itself was rude, unsafe, and unprofessional. They proceeded to dig 3 holes on my property in order to "fix the neighbor's internet." There was nothing wrong with mine - they then broke my line and had to fix it. They never fixed the neighbor's internet, and they didn't fill in 3 huge holes they dug on my propoerty.Most importantly: They are fraudulently charging me for a "DISH TV" and CenturyLink bundle. Supposedly it was unbundled on June 14th, but they are still charging me $168+ a month when my internet charge is only $45. There is NO record of me or any payment with Dish. CenturyLink owes me for the one payment I made that I should not have, and they are billing me again when I have no Dish account. It is a fraudulent charge and they are refusing to help me. This has been a nightmare of being on the phone with Dish and trying to talk with CenturyLink who always attempts to immediately transfer me back to Dish EVEN WHEN A DISH REPRESENTATIVE WAS ON THE LINE WITH ME.Refusal to speak with me: They are unwilling to resolve this issue on their side, and insist it is ******* who has no record of me, any payment from me, or any account associated with me. To clarify, I never HAVE had a Dish account, but I have paid CenturyLink for a bundle that supposedly was a bill from Dish!! I waited on the phone for an hour today, and once I reached an associate, she hung up on me. This has been a living nightmare, and I will not pay the additional $124 to "Dish" when they aren't getting the payment and I don't even have TV in my house!!!
Business Response
Date: 08/23/2022
CenturyLink has completed a review of the complaint filed by ********************* in regards to holes that were dug on her property while CenturyLink technicians were making repairs in the neighbor's yard. ************** is also disputing **** TV charges she stated she is not responsible for.

In a review of the account associated with this complaint, it appears the account was transferred from the name of ******* to ***** on 6/13/22. On 6/27/22, the **** TV was canceled but was active prior to ****************** assuming the responsibility of the account. At the time the account responsibility changed, there were **** TV charges owed for service dates 06/19/2022 to 07/18/2022. Per CenturyLink guidelines, there is not a final bill issued to the old customer, the account continuously bills and the account must be paid in full before a Change of Responsibility. However, records indicate that a credit of $196.78 was issued on 7/29/22 for the **** TV charges. At this time, no other credit is warranted.

In regards to the damage to the property, repairs to the buried drop were completed on 8/1/22.

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 *********************************** **********************
Initial Complaint
Date:07/24/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My internet service stopped working and I attempted to have it corrected with numerous failed attempts. I followed CenturyLink suggested methods, chat, online, phone, continued to get failed results. I requested live agent multiple times with negative results. Currently I'm #** in line with another segment of Chat, which resulted after O requested live agent via chat with not robot but live chat agent.
Business Response
Date: 08/23/2022
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 account at the time of the outage and currently. It appears that there was on local outage that impacted the customers service for approximately 1 and half days. Usually, any adjustments given are for the actual down time relative to the monthly charge. As a courtesy to the customer, I have issued a ****** adjustment back to the card payment was made from, DISCOVER card ending in *4509.Although CenturyLink issues and post these refunds immediately to your card, please allow up to 5 business days for your bank to post this to your credit card 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
**********************
Customer Answer
Date: 08/23/2022

Complaint: 17617064

I am rejecting this response because:
My outage occurred day prior to local outage and after multiple calls
The company failed to provide me with an opportunity to have a tech be connected or requested. Complete customer service FAILURE!
Sincerely,

***************************
Business Response
Date: 09/06/2022
To whom it *** concern:

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

Upon review:

The BBB has requested that a clarification be provided regarding the following:

Please address the consumers concerns that their outage was before the local one and that they were unable to connect with you via any of your platforms.

The customer has already received both the adjustment noted in the original reply in addition to a full months service adjustment prior.This exceeds the amount of adjustment normally provided for an outages or service issue and more than covers the amount of time these issues were present,in its entirety, for the last 6 months.

As for the inability to contacted CenturyLink, this is not correct. The issue is not that the customer could not get through, the customers claim is that they did not want to wait as the time involved seemed excessive.

The end of June,through July and at the beginning of August is by far the busies time of the year. Even though CenturyLink tries to staff for this year over year, there are times where it takes quite a bit longer than would otherwise be the case. CenturyLink understands this and when a customer calls in for support, if the wait is longer than they desire to hold, the option to call them back is provided. Tech support is available 7 days a week, 365 days a year.

Again, CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.

Sincerely,

***************************
Executive Office Case Manager
Customer Advocacy Group
**********************
Initial Complaint
Date:07/23/2022
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 signed up for CenturyLink because it was the "only" service available to me. When they came out, they didn't have a line to my physical address so i was told it was going to cost *************************************** the yard, the technician left, and I was billed 300 dollars on my credit card. that was over a week ago. Guess what, the cable is still not buried. I got charged for the service that CenturyLink has not provided.Now I see that my next-door neighbor also has signed up for internet service. Why did the technician drop another 8 pair cable in the yard? Is it so CenturyLink could charge another 300 dollars to this poor neighbor as well? Not appropriate at all.Due to the constant buffering, I called CenturyLink and asked if there were any upgrades available? I was told there was, but I had to speak to another department. So, I get transferred for the 3rd time and after just shy of an hour I am now told there is no upgrades available. When I ask why the prior person said there was, the rep had no answer. I asked to speak to a supervisor, and after several minutes i was told "The supervisor is busy right now, he will call you back shortly". That was 22 hours ago, and I still have not gotten any call.Is it not illegal to charge for a service and then not provide the service? And let's not talk about the complete lack of customer service. One should not have to be on hold for hours and then get brushed off by customer service. I had better internet service and customer service in ****** than I have gotten here. Very sad to say the least.Stay away from CenturyLink if at all possible.Desired outcome: I would like to just have an internet service that actually works without buffering on the simplest of tasks such as watching internet television.
Business Response
Date: 08/18/2022
CenturyLink appreciates ****************** giving us the opportunity to review the handling of his account. At CenturyLink we strive to provide outstanding customer service and his comments are appreciated plus utilized to enhance our training.

Upon review,

This issue has already been escalated to CenturyLink ***************** ****************** has already received a response for all concerns through the Executive process.

JJ
CenturyLink ***********************

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