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

3,961 total complaints in the last 3 years.
1,525 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:07/20/2022
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.
Landline doesn't work, can't sign on to my account, can't speak to a live agent, been transferred 5 times, currently on hour number 3 on hold, someone changed my email. This company should not be allowed to provide service if they cannot provide customer service.
Business Response
Date: 08/18/2022
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:

Centurylink regrets any issues ********************** was having with his internet and p[hone service. We regret that the customer has had difficulty in getting assistance from agents. It is the busiest time of the year and volumes during this time are higher than usual. We do try to adjust support staffing to meet the demands, especially in the July and August months,but it is hard to predict, and we do the best we can. Occasionally, this simply falls short of the need which increases the wait times We do provide an automated call back option so that the customer can use this to optimize their time; chat is also available.

That said, I was able to escalate the customer issues to our internal repair escalations team. On July 20th, a technician was able to isolate the issue and get the repair done. Because there was a period that the service was underperforming or unusable, I adjusted $20.00 off the current ****.

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: 08/19/2022

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:07/20/2022
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.
Internet is slow and always has issues. Trying to get someone in customer service and they took almost 30 minutes to answer, then they dropped the call and didn't call back despite confirming a call back number. I tried to chat and wasted another 15 minutes for that to get to a person who simply closed the chat without providing any help. I also input the callback number in the chat when prompted by received no call back from that either. I called back again and waited for another 40 minutes to talk to someone else who also dropped the call and didn't call back. Need refund immediately and fix internet to work as it is supposed to.
Business Response
Date: 08/18/2022
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:

At the time of this complaint, I reviewed the account technical statistics and forwarded the information and the account information on to the technical support escalations group. The tech support personnel tasked with reviewing the product performance on the line came to the same conclusion that I did. I did wait and again reviewed the account statistics to determine if there was any change in the performance data, there was not.

The signal for the service is arriving at the modem as it should be. In fact, it is regularly at or above the purchased rate. This has been confirmed by reviewing the statistics at 1-, 2- and 4-week intervals. The issue(s) are all usage based. Statistically speaking, the end user is overutilizing the circuit and is routinely hitting the 100% threshold for bandwidth unitization. Keep in mind that when using the service and checking the signal transfer rate, the expected results apply to 1 device, hard wired to the modem (and this device being the only device connected),not multiple devices, including repeaters and such as these all vie for bandwidth.There is no guarantee for wireless connectivity, speed, or bandwidth exhaust rates as there re too many physical unknowns that CenturyLink or any provider cannot account for, only the signal getting to the modem, hard wired to a single device with no other devices connected to it is this expectation measured by.

Unfortunately,the customer is not eligible at their location for any sort of increase in speed (and subsequent bandwidth relief) and the only way to obtain better performance for any one device on the home network is to limit the number of devices actively or passively connecting to the network at any one time.

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

Sincerely,

***************************
Executive Office Case Manager
Customer Advocacy Group
**********************
Customer Answer
Date: 09/07/2022
The signal was inconsistent which made it not possible to use the internet without being interrupted. Contacted Century Link and they did not help but offered a $1 credit. I said that was insulting and that I would not pay them anything else until they fix it as I was not satisfied. After about a month they did not do anything and I called to cancel. They wanted to charge another $150 at that time. I asked to speak with a manager and waited on hold for 1 hour, then they hung up the call before speaking with the manager. I called again and they hung up again. They did not call back either time. They should zero out the account due to they never fixed anything and their service was insufficient.
Business Response
Date: 09/19/2022
Please see duplicate, BBB #********. CenturyLink has already responded to this customer's concerns. The ******************** complaints have been closed as answered.

Response to the BBB:

To whom it *** concern:

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

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

Upon review:

At the time of this complaint, I reviewed the account technical statistics and forwarded the information and the account information on to the technical support escalations group. The tech support personnel tasked with reviewing the product performance on the line came to the same conclusion that I did. I did wait and again reviewed the account statistics to determine if there was any change in the performance data, there was not.

The signal for the service is arriving at the modem as it should be. In fact, it is regularly at or above the purchased rate. This has been confirmed by reviewing the statistics at 1-, 2- and 4-week intervals. The issue(s) are all usage based. Statistically speaking, the end user is overutilizing the circuit and is routinely hitting the 100% threshold for bandwidth unitization. Keep in mind that when using the service and checking the signal transfer rate, the expected results apply to 1 device, hard wired to the modem (and this device being the only device connected), not multiple devices, including repeaters and such as these all vie for bandwidth. There is no guarantee for wireless connectivity, speed, or bandwidth exhaust rates as there re too many physical unknowns that CenturyLink or any provider cannot account for, only the signal getting to the modem, hard wired to a single device with no other devices connected to it is this expectation measured by.

Unfortunately, the customer is not eligible at their location for any sort of increase in speed (and subsequent bandwidth relief) and the only way to obtain better performance for any one device on the home network is to limit the number of devices actively or passively connecting to the network at any one time.

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

Sincerely,

***************************
Executive Office Case Manager
Customer Advocacy Group
**********************
Customer Answer
Date: 09/20/2022
Complaint: 17931313

I am rejecting this response because the issue was with the internet and the customer service. As already mentioned, the service was terrible and inconsistent, so when I called with the intent of having it fixed and the hope of having a nice experience, i was simply insulted. Despite paying for a service, I was not able to adequately use the internet and as a result I called and complained. Due to internet pages not loading or being too slow, often not working at all regardless of device, my time was being wasted. In a complete insult and after nearly 3 years of service, I was offered a 1$ credit to the account. I decided I would no longer do business with or pay century link thereafter due to the terrible internet service and customer service response. I also turned off my autopay to ensure they would never receive payment again from me.

After that insulting conversation and lack of any customer service help, I attempted to contact Century Link several times via phone. Each time I let the agent know that the issue was that I did not wish to continue service with them and that I wanted a credit for the time period of after I complained, was offered the 1$ credit and turned off my autopay which was about 2 months total that had passed since. These agents were not able to resolve the matter in any fashion. I waited and waited on hold for a manager several times and was dropped from all of these calls after over an hour each time. I was promised several manager callbacks, however, none were ever received. The chat was also useless. I attempted to use that for the same communication points, yet each time the chat agent said that they had nothing to do with the actual customer service or the managers/ callbacks etc and that I would have to call again.

This company has wasted hours of my life and has provided ineffective internet for many months. The internet was the only reason I was paying them and I expected to be able to use it. Since that was no longer useful I attempted to complain, yet the agents only wasted more of my time. I will not give them a *****, they are a fraud company, making it impossible to resolve a simple issue. I already have switched to another provider and have had the most amazing internet and customer service so far that meets expectations. CenturyLink is terrible and they don't care, who clearly show the intent to try to pushback on customers. Their response is completely false. They haven't even called yet to resolve this. I think the router is still here, they haven't sent the mailing label, etc. I can't even talk to a manager and I've already wasted enough time trying to talk to someone to help. I now hate this company and will never do business with them again as so many others have also reported. Credit the account so I don't have to waste more time and send me the label to send back your equipment. I have no use for it at all.

Sincerely,

*****************************
Initial Complaint
Date:07/20/2022
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.
This is my second complaint in two months. Please note, my phone number has changed. Recently, my router began acting erratically. I believe the firmware has been modified and that my DNS cache is poisoned. When I try to update the firmware, it tells me the the firmware file I am uploading, fresh from the CenturyLink page, is "illegal." When downloading the firmware using Brave Browser, it alerts me to the fact that the download "cannot be downloaded securely" and immediately deletes the file. The router will only work if directly plugged in via ethernet cable. Wifi will not work, and when I try using my phone, I get the alert that there are too many wireless networks nearby on the channel to establish a connection. The lights on the ONT no longer flash, and the lights on the modem/router flutter, they do not flash. I spent three hours on hold last week waiting for tech support to schedule an inspection/repair, before being disconnected. When I finally got threw to someone the following day, I have a recording of it, she said repair could not be scheduled until the 19th. No one showed.
Business Response
Date: 08/18/2022
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 reported and in turn escalated to the repair department. An internal repair escalations manger contacted the customer. The service has been operating as it should over the course of the last 30 days. The customer notes that this is the 2nd time an issue has been occurred. On the last complaint, the customer did receive q refund that applied to 1 months service.

There has been only a small of time that this incident affected the services connectivity. For that I have issued a courtesy adjustment in the amount of $16.25. This has been refunded back to the card most recently used to pay on the account ending in 6070

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: 08/18/2022

Complaint: 17595482

I am rejecting this response because: "There has been only a small of time that this incident affected the services connectivity." That is a false statement. Moreover, I'm not aware of anything Lumen Technologies actually did. I spoke to someone briefly on the phone once. After that, I emailed her and she declined to respond.

Sincerely,

*******************
Business Response
Date: 09/01/2022
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 submitted the follow clarification request. I'm not aware of anything Lumen Technologies actually did. I spoke to someone briefly on the phone once. After that, I emailed her and she declined to respond.

I spoke directly to the agent after the initial contact. The agent indicates that it appeared that what was done (Which *** or *** not be available) took care of the issues they had noted prior. The disclosure of this might be interesting or informative but is not required. That information is considered CenturyLink/Lumen proprietary network information and is provided on a need-to-know basis. I was informed by the agent that there was nothing more to see or do and that the contact information had been provided. If the customer emailed the rep and there wasnt a reply, it is possible they didnt receive it or missed it, it can happen.

As for the response from the customer regarding the time that the service was down, that is provided directly from thire monitoring software that shows us exactly the time the modem was not authenticated. In any case, the customer received an adjustment of the entire months service against the May payment. This covered substantially more than the charges billed or paid for relative to the time the service was out.

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:07/20/2022
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 made several attempts to get Century Link out here to fix my phone lines in my Internet my phone lines have been down for several weeks my Internet has been down for almost a month my line to hasnt worked in eight months the tech has sent me several email messages as well as text messages saying that he would show up and still a no-show as of yesterday they were supposed to be here between noon and 430 and they were a no-show again and so Im needing to get some resolve because they keep requesting money from me but I shouldnt still be having to pay for Internet and phone service when its not even working
Business Response
Date: 08/18/2022
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:

On 7/14/22 a repair ticket was entered to report no dial tone on all calls and a repair ticket was entered. Call Forwarding was activated to forward calls to a wireless number during the outage. The initial repair date of 7/19/22 was missed because there was a cable outage. When an outage that affects multiple clients occurs, all the repair tickets submitted are canceled and redirected to what is known as a Common repair grouping. This is to make sure that we have the resources to address this issue and others not affected by this specific issue. The cable outage was resolved on 7/22/22. However, on 7/28/22 another repair ticket was placed on behalf of the customer by our local technician to report no dial tone. A field technician was then dispatched on 7/29/22 and closed the repair ticket at 3:41pm as resolved. Cable was repaired to restore both phone and internet service. The service was tested remotely, and no additional problems were found. An attempt to reach ******************** to discuss this matter and to confirm her service was working properly but the call went to an answering machine. A credit of $159.23 has already been issued and will reflect on the 8/22/22 bill.

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:07/20/2022
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 service with CenturyLink, its our only option and they know it. Our service goes down at the switch and they will not actually fix the problem. 2 weeks ago our service went down, we had to wait a week to get a tech to go out and fix it. Yesterday the service went down again, same problem. Chat is impossible to stay connected yet we managed to make a appointment for ANOTHER WEEK, only to check and see they did not actually schedule an appointment. This is on top of it taking 3 weeks last year to get a technician to show up over 3 appointments, for the same problem. Their website is trash, unable to load with Having technical problems, their chat is the same. If you get someone on messenger they placate and do nothing. Forget speaking to anyone that will help. This company treats its customers like we are lucky to have them. Its unacceptable to have to wait weeks for a problem to be resolved that has now taken years. Should be fixed the first time. Should be able to get someone to help.
Business Response
Date: 08/18/2022
CenturyLink has completed a review of the complaint filed by ********************* regarding chronic internet issues.

CenturyLink records indicate that it previously received and investigated this dispute in response to a complaint filed with the CenturyLink *********************** and this matter has already been resolved. The customer's concerns were escalated to the ********************** repair team in which a repair ticket was submitted. However, the customer indicated that the services had been restored and no further assistance is needed at this time.

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
***********************, **********************
Initial Complaint
Date:07/19/2022
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.
Service initiated January 2021. Lack of communication and follow-up for installation and service of landline. In August 2021, horrible buzzing sound on landline. Service call scheduled for Sept. 14. Waited all day for service. No show by Centurylink. Rescheduled service for Sept. 16, 2021. Waited all day for service. Again, no show by Centurylink. Contacted customer service and requested a supervisor call me. No response from Centurylink. Letter in writing to Centurylink on Jan. 27, 2022. No response from Centurylink.
Business Response
Date: 08/16/2022
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 customer reported service trouble on September 16, 2021. The agent documented the customer ended the call; no ticket was processed. On February 4, 2022, the customer reviewed the monthly billing with CenturyLink. The customer was given a onetime credit for $25.00 as per bill settlement.

I was unable to confirm any trouble with the customers service other than what the customer reported at the time. I left the customer a voice message with my contact number for any further questions or concerns.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.

Sincerely,

*********************
Executive Office Case *********************************** **********************
Customer Answer
Date: 08/23/2022

Complaint: 17590790

I am rejecting this response because:
No response to my letter of January 27, 2022, has ever been received, nor has any offer of customer service/landline phone repair been made to this address since my letter of January 27, 2022.
************************* written response to BBB complaint indicates CenturyLink is not aware that I requested service twice from this location, including order #******** initiated by ****** at Centurylink, September 16, 2021, at which time he said to be available between 8:15 and 4 p.m. This followed my request for service after technician failed to arrive September 14, 2021, after a day-long wait by this customer.
Considering the indifference and negligence of CenturyLink, I wish to be reimbursed for landline charges from the date of my letter (January 27, 2022) to the present and would certainly appreciate someone offering to come out here and fix the faulty landline at no additional charge.

Sincerely,

*********************
Business Response
Date: 09/06/2022
Our records indicate the customer was advised of the service charges from January of 2021 to March of 2021, on March 11, 2021. The customer was given a full explanation for the charges for the billing months in question. Our system detects no trouble at the service location. The customer will need to contact repair for any trouble incurred. I left the customer a voice message with my contact number for any further questions related to this complaint.

JJ
CenturyLink's Customer Advocacy Group
Customer Answer
Date: 09/14/2022

Complaint: 17590790

I am rejecting this response because:
It appears CenturyLink accepts no responsibility for nonexistent customer service, including two no-show service calls, lack of response to my request to speak to a supervisor, and failure to respond to my letter of January 27,2022.

******************** also indicates that Our system detects no trouble at the service location. I this why their technician failed to complete the service call of September 16, 2021 (order #********, per ******)?
At this time, I would appreciate the courtesy of a written response to my request for reimbursement for landline charges from August 2021 to the present.

Sincerely,

*********************
Business Response
Date: 09/22/2022

CenturyLink has reviewed our previous responses to ****************** issue. **************** did not provide any new information regarding her complaint. After careful consideration, we believe our original investigation and responses to be valid. CenturyLink has closed this complaint.

JJ
CenturyLink ***********************
Customer Answer
Date: 09/26/2022

Complaint: 17590790

I am rejecting this response because:
September 26, 2022
I understand that Centurylink has closed this complaint while accepting no responsibility for nonexistent customer service, including two no-show service calls (one scheduled with ****** on 9/16/21, #********),subsequent lack of response to my request to speak to a supervisor, and failure to respond to my letter of January 27, 2022.
At this time, I would appreciate an acknowledgment of my request for reimbursement for landline charges from August 2021 to the present and a courtesy call from Centurylink to initiate service at this address.

Sincerely,

*********************
Business Response
Date: 10/07/2022

CenturyLink has reviewed our previous responses to ****************** issue. **************** did not provide any new information regarding her complaint. After careful consideration, we believe our original investigation and responses to be valid. CenturyLink has closed this complaint.
Communication has been sent the BBB advising this case to be closed.

JJ
CenturyLink Customer Advocacy Group
Initial Complaint
Date:07/19/2022
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.
They are charging the disabled a $15 Standard Install Fee and its not right. I have called them under different phone numbers 1 time they mentioned it as I said I was disabled and other time when i called and never said anything bout the disability they never mentioned that fee. I demand that fee be removed and a FREE YEAR OF SERVICE!!!Account Phone #: ************.
Business Response
Date: 08/16/2022
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 customer received a credit to offset the installation charge mentioned in the complaint.

I confirm a credit for the disputed amount was applied to the customers account on August 10, 2022. The customers request for full years credit is not warranted as the monthly recurring charges are valid and sustained.

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

Sincerely,

*********************
Executive Office Case *********************************** **********************
Initial Complaint
Date:07/19/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was a CenturyLink Internet customer. When they were acquired by Quantum Fiber, I made the switch. I called CenturyLink to make sure my account would be timely terminated so I would not be double billed. Quantum Fiber could not tell me whether that process would occur internally. Reaching CenturyLink was difficult and time consuming. They recognized my phone number and transferred my call to Quantum Fiber who again told me they could not be helpful. I finally reached customer service after being on the phone for over an hour. They assured me the termination would take place timely and that I was fully paid up through then. Several months later, I received an email telling me I owed $82 without a **** or explanation. I could not access my records online since the account had been terminated. The email included a number that I called and finally reached someone. They told me I owed for a month and the **** included a $17 late fee. They agreed to remove the late fee but could not tell me how they calculated what I owed. Since I had not received any bills as they were digital only and could not be accessed, I asked for paper copies which they sent. The bills were not particularly useful but did appear to confirm that I owed nothing.I again called the number on the email notice but this time it did not work. It either did not ring or rang and then disconnected. I tried customer service and billing and gave up after two attempts, waiting over 45 minutes for each. They did not offer a call back option. I received additional emails claiming I owed $65 with no supporting documentation. They had the same non-working number which I called multiple times over multiple days with the same no ring or disconnect.Simply put, I do not believe I owe them anything and they confirmed that for me when I switched plans. Despite many hours of futile attempts to reach them, I have been unable to do so. I simply want this **** to go away and not have to deal with them again.
Business Response
Date: 07/27/2022
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 have reviewed the account associated with this complaint. I show that the order to change to the 1G service could not get scheduled due tot a switch issue and that order was canceled. The account would have automatically generated a **** for that same period, but it was negated after the cancelation of the account went through. ****************** does not owe CenturyLink a balance on this account.

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:07/19/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 29, 2022, century link changed my home phone number. I did not ask for this. I did not ask for any change to my account at all. My phone number for 40 years has been ************. They changed it to ************. None of my doctors have this changed number. I have already missed one appointment because they couldnt contact me. I have call century link 7 times in the last 20 days and have been told the order has been expedited and could take 3-5 business days. I have been told this 3 times and today makes 4 times.Can you please get my ************ number back? Thank you for your help.
Business Response
Date: 08/01/2022
To whom it *** concern:

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

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

Upon review:

Prior to the reply, the customer engaged another member of the **************** Customer Advocacy Team. In that escalation, the manager handling the complaint was able to get the number returned. Since remedy has already been provided via that complaint, this complaint will defer to the outcome of that complaint already addressed.

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

Sincerely,

***************************
**************** Case Manager
Customer Advocacy Group
**********************
Customer Answer
Date: 08/01/2022

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:07/19/2022
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 used Centurylink for several years and the service continues to downgrade. Our internet frequently goes out for days at a time and we have to contact them to have them to reset it and it will work for a few days. Most recent it has been out for three straight weeks. We have 2 internet lines and neither work. Unfortunately centurylink is the only provider that is in our area. I have filed a complaint with the BBB in the past and centurylink contacted us and repaired our internet and it worked flawlessly for 3 months. They also credited our bill with the BBB assistance which I would like to thank you for. We have used the centurylink chat feature to try and resolve the issue and the chats are disconnected to avoid a resolve to the issue.
Business Response
Date: 08/17/2022
CenturyLink has completed a review of the complaint filed by *************************** regarding unreliable service.

Per the complaint received: We have used Centurylink for several years and the service continues to downgrade. Our internet frequently goes out for days at a time and we have to contact them to have them to reset it and it will work for a few days. Most recent it has been out for three straight weeks. We have 2 internet lines and neither work. Unfortunately CenturyLink is the only provider that is in our area. I have filed a complaint with the BBB in the past and CenturyLink contacted us and repaired our internet and it worked flawlessly for 3 months. They also credited our bill with the BBB assistance which I would like to thank you for. We have used the CenturyLink chat feature to try and resolve the issue and the chats are disconnected to avoid a resolve to the issue.

There have been several repair tickets submitted in the last few months related to internet issues. ********************** concerns were forwarded to CenturyLink escalation repair who created a repair ticket which was completed on 7/25/22. The central office technician re-terminated the network port cable and observed for 20 mins with no errors or throughput issues. Repair has indicated at this time the device in this area is at full capacity with no alternative device available. Unfortunately, this may cause the customer to experience slow speeds, packet loss, and latency during peak hours.

Should new speed options become available in your area, CenturyLink does try to notify customers of such changes.

Out-of-service credit was applied to the account on 8/5/22.

We understand this is not the answer you were hoping for and expecting and apologize for any inconvenience experienced.

Sincerely,

***************************
Executive Office Case *********************************** **********************

Customer Answer
Date: 08/21/2022

Complaint: 17588949

I am rejecting this response because:
We purchased a router for 200 dollars that was not needed and have been paying for a service that does not work. We need the internet at our residence and the company needs to get it working.

Sincerely,

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

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CenturyLink is NOT a BBB Accredited Business.