Complaints

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

close

Find a Location

CenturyLink has 137 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  CenturyLink

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

• 

  CenturyLink

  P O Box 52187 Phoenix, AZ 85072

• 

  CenturyLink

  3030 E. Semoran Blvd. Apopka, FL 32776

• 

  CenturyLink

  P O Box 153000 Altamonte Springs, FL 32715-3000

• 

  CenturyLink

  890 S 2nd St Lebanon, OR 97355

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:07/19/2022

  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.

  I've had no internet for 3 days now. Today I've been on hold or speaking to someone for over 5 hours. Every trouble shooting they do doesn't work and they refuse to send someone out to fix the issue. The first person never came back and I sat on hold waiting for an hour and a half. The next person told me things to do and nothing worked and gave me no resolution. I'm calling again as I write this message and I'm already at an hour and a half without speaking to anyone this time. I've already lost my new job b.c. I'm not able to do what I need due to no internet. I even asked for a supervisor phone number or an address where I can speak to a real person and no information would be given. A supervisor finally did call me but I was on the phone with my doctor. He said my internet was running from what he saw on his end. Well if he was at my home he'd see he's full of it. No internet at all. He didn't leave a call back number or anything. I've spoke to the guy who I purchased this home from and he agreed they are horrible. Unfortunately I don't have any other internet service other than satellite and from what I've seen that internet won't do anywhere what I need. This internet is barely fast enough as it is. I can't use my TV and stream and have my phone on wifi at the same time. Only one device at a time. I just can't believe not one person will help. And even worse that no one will send anyone out to check the problem. This company should not be allowed to be a business. **************** is nonexistant. Not to mention I called a total of 3 time over the weekend to try and get any help. All automated. And it tells if I want to receive a text from an agent to help. I said yes. But never got any text. Tried this method twice. Then the automated systems tells me to go online and chat. Well how can I do that with no internet. Please help me. This business is worse than poorly run.

  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 or difficulty in getting assistance from agents or a callback from a supervisor. Summer is the busiest time of the year. 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 hold times and makes it difficult for agents and supervisors to get out of the queue to call a customer back before the next call rings in. We do provide an automated call back option so that the customer can use this option to optimize their time. Chat is also available.
  
  Regarding the issues the customer experienced with their internet service and subsequent repair dispatch. A technician was dispatched on July 25th, 2022, to address the internet issues noted in the complaint. The technician noted the repair ticket that a module was replaced, checked to see that the correct filters were installed, and replaced the modem. Modem authentication (Connection to the signal) has been stable ever since and the customer has received an adjustment on the account for the period relative to charges for service that the customer was unable to use.
  
  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
  Lumen

• 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.

  I pay for high-speed, reliable home internet at $55 per month and since the beginning of June, it has gone down every day around 2pm for anywhere between one and eight hours. I have called, emailed, texted, chatted, and sent them messages on Instagram and ******* and all I get is some automated message telling me they are working on it and will be in touch shortly. When one rep finally responded me, we just went round and round with me telling him it still is an issue and they are looking into it or that they can see that I have active service and it's working just fine because they happen to look at a point in the day when it is back up and running. I work from home 100% of the time in software sales with a client base in CST, which means I need to be on Zoom calls and Slack discussions all day long, as well as have access to the technology and materials that facilitate my selling. This has resulted in lost productivity, missed meetings, and me having to go to a coffee shop, library, friend's house, hotel lobby, or restaurant to use other wifi, which usually results in me having to buy something to sit there and work. At this point, someone needs to hold this company accountable to their customers like what is finally happening to ***. There is a barrage of horrible reviews everywhere you look about this same lack of customer service, same terrible internet service, and they have a 1-star rating out of 5 on the BBB. As one of two internet providers in Phoenix, this is unacceptable and they know they can get away with it because no one has any choice. At what point are you going to step in and take action on behalf of consumers who are paying for these services and being treated so terribly? What do customers have to do to get some sort of resolution?

  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 customers account was disconnected on August 1, 2022. The service cancelation was due to service reliability concerns. The customer was given a credit in June for service issues and billed for final months charges in July.  

  
  I verified the customers account is closed with no further reported concerns related to this complaint. I applied to onetime credit for $62.33 to cover the final months charges inconsideration to the ongoing service trouble the customer incurred.  The customer should expect a refund for $55 in form of check within the next 30 days The amount due to customer is the amount of the last payment CenturyLink received.

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

  
  

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17586933
  
  I am rejecting this response because:

   

  I did not have any reliable or consistent internet service starting early June until I cancelled my service due to a complete lack of customer service in late July 2022; in fact, I am still waiting for a reply despite dozens upon dozens of messages, calls, chats, and social media messages. I was charged for July and did not receive what I paid for, then they credited part of June towards July. Furthermore, I was only issued a partial credit for ***** despite not receiving what I was paying for during that month as well. I want the final two months credited back to me, a total of $110 in refunds, as I did not receive anything near the service I paid CenturyLink for and I had to spend hours upon hours of my time (to no avail) trying to reach their customer service to get things resolved. This doesn't even account for my wasted time or the money I had to spend going outside my home to access internet so that I could perform my daily job. It is atrocious how this company treats their customers and there aren't any repercussions whatsoever for their horrible behavior. 

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

• Initial Complaint

  Date:07/18/2022

  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 had Century Link for many, many years and always paid my bill on time. About one year ago, Century Link began charging me about $32.00 for a late fee (on every single bill). I called for 4 months in a row. Every call the representative told me, they were wrong in charging me a late fee, and it would be taken off. I continued to pay my bill, on time, minus the late fee. The following month, it happened again. I called again and they assured me, it would ALL be taken off and I paid my bill, on time again. This went of for about 6 months, until I decided to just switch companies and wrote a letter in my last payment to cancel my service and to come get their equipment.The next month, I got another bill, as if I still had their service. (They had disconnected our land line about 6 months prior anyways.) My wife went online and found Century link ******** page and messaged a representative, ***. *** emailed us a return postage for the equipment, which of course we have the receipt it was shipped. Now, after returning the equipment,, are STILL getting bills from Century Link. The amount is in the hundreds now, for all their fake "late fees". We can prove every payment was on time and would like to stop getting harassed from this company! Also, would like to prove I do not owe them a ***** on late fees. Thank you, *************************

  Business Response

  Date: 08/17/2022

  CenturyLink has completed a review of the complaint filed by ************************* regarding a CenturyLink billing issue. 
  
  
  Per the complaint received: I had Century Link for many, many years and always paid my bill on time. About one year ago, Century Link began charging me about $32.00 for a late fee (on every single bill). I called for 4 months in a row. Every call the representative told me, they were wrong in charging me a late fee, and it would be taken off. I continued to pay my bill, on time, minus the late fee. The following month, it happened again. I called again and they assured me, it would ALL be taken off and I paid my bill, on time again. This went of for about 6 months, until I decided to just switch companies and wrote a letter in my last payment to cancel my service and to come get their equipment. The next month, I got another bill, as if I still had their service. (They had disconnected our land line about 6 months prior anyways.) My wife went online and found Century link ******** page and messaged a representative, ***. *** emailed us a return postage for the equipment, which of course we have the receipt it was shipped. Now, after returning the equipment, are STILL getting bills from Century Link. The amount is in the hundreds now, for all their fake "late fees". We can prove every payment was on time and would like to stop getting harassed from this company! Also, would like to prove I do not owe them a ***** on late fees. Thank you, *************************
  
  
  In a review of the account associated with this complaint, the accrual of late fees began on the 11/6/21 bill. The balance due was $130.22 and although the bill was paid on time, only a partial payment of $130.00 was received. This left a carry-over balance of .22 which caused a late fee of $32.00 to be added. The following month the new balance of $162.44 was due (this included the late of $32.00 and the carry-over fee of $.22 and again only a partial payment of $130.44 was received. This caused another late fee charge of $32.00 to be added. Due to the customer only making partial payments, the account continued to accrue late charges. The late fees have been adjusted however there is still a balance owed due to no other payments having been received since 3/18/22. The account has been disconnected as of 6/24/22 and has a past due balance of $600.45. The customer is advised to contact ********************** ***************** at ************** regarding the balance owed. 
  
  
  Please be advised that service can not be terminated online, by email, or by a handwritten note. CenturyLink does not monitor for disconnects, and will not automatically cancel any account if received. CenturyLink's disconnect policy requires all disconnects to be processed by contacting the CenturyLink ******************** directly at **************. 
  
  
  At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.  
  
  
  Sincerely,
  
  
  ***************************
  Executive Office Case *********************************** **********************
  

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17585905
  
  I am rejecting this response because:  Time frame:  Yes, I finally pulled up all bills and do see, we missed 22 cents of a payment.  However, we began calling monthly and we're told they had no idea why we were charged late fees.  All of this would have been resolved if customer service would have told us the truth.  They also told us, they would remove the late fee, because they could see we paid on time.  December, 2021:  Another late fee on the bill, (and customer service lied and did NOT remove the last late fee, as we were told they would).  We called again, and AGAIN, we were told, they had no idea why we were charged late fee, as the payments were on time and not late.  Again, the second time, they said they would remove ALL late fees .. again. another lie.

  January 2022:  3rd late fee, now up to $96, we paid what the normal amount was due, minus the $96 late fees and called a third time and were told a third time, they would remove the $96 and had NO IDEA why we were charged late fees.

  January, we noticed they shut off our land line phone, as our fax machine would not work and the line was dead.  They charge us $90.40 for the land line and internet, plus $2.99 for long distance, so they can now begin deducting $48 from each bill beginning in January.  (we have to fax medical bills and January 2022 was when we had to begin uploading and emailing, a much longer process, so this is why we know the land line had been disconnected.. so please deduct $48 x 6 =   $278 from their bill for loss of land line.

  February 2022:  This is where we finally saw that we had a LATE FEE ADJUSTMENT of $32, but then they were still charging us for a late fee of $32.. Continued paying the bill and began researching new companies.  We called again, and they once again, said they would remove all late fees, and no ideal why we were charged for them.

  March:  Agin, they Late FEE ADJUSTMENT, and Charged for late fee.. We called to tell them to disconnect our service and we also put in writing and sent with final bill that we wanted to disconnect.

   April: got another bill.. they did not disconnect,, and NOW ARE NOT doing the LATE FEE ADJUSTMENT, just adding the late fee.. wonder why they stopped ??

  June,, the fake bill continue,, so I got onto Century Link ************** and messaged *** from CL.. I have screen shots of our conversation, so all of this is now verified.  *** said, "I show you called in May, about disconnect in March, but no Formal Disconnect was filed.. I told *** they never mentioned a "Formal Disconnect", as we thought just telling them we no longer wish to have their service was basically the same thing.. *** then said,, they never filed a disconnect .. even after we called in May?  

  *** then asked me 3 times.. did we want to Disconnect?  My messages show ,, yes, we already told you YES.. then we sent the equipment back and have the receipt to show it.  

  June 13: During the ** messages, *** said they would call *****,, they never called *****.

  ** message from ***:  "AS MENTIONED, THE NOTES DO REFLECT THE ACCOUNT BEING CHARGED LATE FEES IN ERROR" END QUOTE.. again,, *** states that we were told they had no idea why we were charged late fees.. we not have that in writing from ***.

  July 13: We got another bill from them.. So I message *** again, and now ***** from CL wants to ask for last 4 of SS, address and begin this process all over again.

  As we see it, they owe us,, because they were charging us for a land line and they disconnected it in January, 2022. 

  I have screen shots off all of this from ***,, hence why I took it to messages, so we could finally have a papertrail, 

  Please go listen to ALL phone recordings from November 2021 to June 2022 and you will have the truth.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/13/2022

  Response to Rejection. Case 17585905
  
  Please be advised that CenturyLink stands by its original response. There is no record that the phone line was disconnected in January by CenturyLink  nor was there any repair calls located indicating an issue with the service.  On 5/2/22, an email was sent to the customer stating there was no record of a call requesting to disconnect services in March. Please be advised that service cannot be terminated online, by email, or by a handwritten note.  CenturyLink does not monitor for disconnects, and will not automatically cancel any account if received. CenturyLink's disconnect policy requires all disconnects to be processed by contacting the CenturyLink ******************** directly at **************. 
  As previously stated, the last payment posted to the account was submitted on 3/18/22. As a courtesy, all of the remaining late fees have been adjusted and therefore the new balance due to CenturyLink is $436.41. 
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.  
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** **********************
  

  
  

• Initial Complaint

  Date:07/18/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone went out on July the 2nd. I had a tech come out and he also updated my internet line. my phone worked fine for two days and then went out again. I have made several attempts to call and get assistance as my husband is on hospice and I need a home phone to make sure i can call 911 if need to and be able to answer if doctors call etc. I am 76 years old and my cell phone does not get signal at my home, I was told someone was coming to my house and no one showed. I had my daughter call a few times for me and they say it would be fixed and not fixed. I wait on the line in a parking lot in town where i have service for sometimes 45 mins to a hour and still no help. I had my daughter call today and ask for a earlier appointment then the one they created for me on the 26th and instead of a earlier appointment they just canceled the appointment again all together so now i have to try and get a new appointment

  Business Response

  Date: 08/16/2022

  CenturyLink has completed a review of the complaint filed by *********************** regarding phone line issues and repair appointments. 
   
  CenturyLink records indicate that it previously received and investigated this dispute in response to a complaint filed by the CenturyLink ************************ Per their investigation, there were four tickets submitted for phone and internet issues.  On 07/06/2022, the field technician repaired a line, which restored the dial tone; on 07/22/2022, the field technician tried to fix a programming issue that affected the voice product. However, the repair job was incomplete due to no access and was rescheduled for 07/27/2022. A credit adjustment of $158.32 was issued via another contact on 07/27/2022. Per the last dispatch, the field technician repaired a deteriorated cable sheath damaged by rodents. The customer has confirmed the service is now operational.
  
  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:07/18/2022

  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 charged for internet service that hasn't worked well for over two months but am being build for the service. The support option are horrible and in many cases not responsive. I have spent at least an hour trying to resolve this and many others preceding it. With little or no success. today an technician came to visit my site but that has created a new problem that has not been resolved. I am looking for 2 things out of this complaint 1 - A full service credit for the last 2 months 2 - I would like the mobile app to show the current status of my service so I can remotely run the software based troubleshooting and diagnostics tools on their support website to check the site operation. This worked last week for me. (Currently says the service is in Vacation Hold)

  Business Response

  Date: 07/27/2022

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****************.
  
  At CenturyLink we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review:
  
  CenturyLink does not provide phone or internet service in ********, **********.
  
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17584762
  
  I am rejecting this response because:

  This the type of ridiculously useless response I come to expect from centurylink. 
  

  The property in question is a vacation home in WI where they are providing service to me. 

  attached is my current **** for reference and also a screenshot from my mobile phone showing the service is on vacation hold. Wasnt sure if the body of the message is posted to the internet so I didnt want to provide any personal info in the original request. 

   

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

• Initial Complaint

  Date:07/18/2022

  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.

  Darted in November 2021 stared with a **** from direct TV though Centurylink after we had disconnected with *********** Continued to dispute with Direct when was told that even tough we disconnected and were told we owed nothing else and we set the equipment back we found out that in their contact they have a clause that we were to paid even though we didnt use direct tv a month passed our disconnected date . So I call centurylink to explain that we had disconnected and I requested the amount of just the **** from Centurylink they gave it to me ever since then we have fought with both companies. Out of no whereCenturylink stop our internet service.so we called direct again after we were told they would contact Centurylink . Back to CenterWell and with interest add on we paid the **** of ******. Then we had to open a new account and pay $50.00 my husband used his credit card to play the **** and open a new account. So then I check my checking account to find a charge of $300.51 from Centurylink. I called them and they said they would refund it and it would take 10 to 15 days to do so I said I could not wait that long because I was being charged $25.00 already for over draft and had bills coming in which would make for more over drafts . They said they would fast track it and it would be about two days its been going on 5 days now and when I called today they said it would be another 5 to 6 days! Every-time Ive called and waited at least 25 to 45 minutes to talk to someone and every time they never have done what they says they are doing . Ive talked to at least 10 different people and all of them have told me something different the what the other one said was able yo be done. Now Im going to have yo pay overcharges and also they are saying the payment will only be $****** instead of $300.51 because of handling fees for refund which nobody that I talked to about the refund told me about that.

  Business Response

  Date: 08/16/2022

  Please be advised that CenturyLink has completed a review of the complaint filed by *********************** regarding a DIRECTV billing issue. 
  
  Per the complaint received: Darted in November 2021 stared with a bill from direct TV though Centurylink after we had disconnected with *********** Continued to dispute with Direct when was told that even tough we disconnected and were told we owed nothing else and we set the equipment back we found out that in their contact they have a clause that we were to paid even though we didnt use direct tv a month passed our disconnected date . So I call centurylink to explain that we had disconnected and I requested the amount of just the bill from Centurylink they gave it to me ever since then we have fought with both companies. Out of no whereCenturylink stop our internet service.so we called direct again after we were told they would contact Centurylink . Back to CenterWell and with interest add on we paid the bill of ******. Then we had to open a new account and pay $50.00 my husband used his credit card to play the bill and open a new account. So then I check my checking account to find a charge of $300.51 from Centurylink. I called them and they said they would refund it and it would take 10 to 15 days to do so I said I could not wait that long because I was being charged $25.00 already for over draft and had bills coming in which would make for more over drafts . They said they would fast track it and it would be about two days its been going on 5 days now and when I called today they said it would be another 5 to 6 days! Every-time Ive called and waited at least 25 to 45 minutes to talk to someone and every time they never have done what they says they are doing . Ive talked to at least 10 different people and all of them have told me something different the what the other one said was able yo be done. Now Im going to have yo pay overcharges and also they are saying the payment will only be $****** instead of $300.51 because of handling fees for refund which nobody that I talked to about the refund told me about that.
  
  In a review of the account associated with this complaint, the last payment posted on the CenturyLink account ending in **** which included DIRECTV  charges was on 12/8/21 for $266.87. Per DIRECTV, they were contacted by the customer on 12/8/21 requesting to cancel services and was advised that their billing cycle started on 12/5/21 therefore the customer would be billed until 1/4/22. Per DIRECTV **************** Agreement, they do not prorate the final bill.  For ***** Feb., April, May, and June only partial payments of $60.77 were paid to CenturyLink. There was still a remaining DIRECTV balance owed to CenturyLink for the service dates of 12/5/21-1/5/22 which had not been paid. This resulted in carry-over charges and late fees. Due to this issue, the CenturyLink service was suspended on 5/17/22  and disconnected on 7/7/22 for non-pay. 
  
  CenturyLink records indicate payment was received on 7/8/22 for $293.51. Another payment was received on 7/13/22 however our records indicate the funds were refunded on 7/21/22 and the canceled account was updated to reflect a zero balance. 
  
  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:07/18/2022

  Type:Order 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.

  Application *************** Full Legal Name:******************************* Child/Dependent's Full Legal Name:Address:435 ******************************************************* Method of Identity Verification:Last 4 digits of SSN On May 10 I was approved for the Affordable Connectivity Benefit and only after contacting Centurylink did I find out that the Application ID had expired and was told to start over.This should not be happening if applications are processed in a timely fashion.We are applying for this benefit because it is much needed right now.

  Business Response

  Date: 08/16/2022

  CenturyLink has completed a review of the complaint filed by ******************************* regarding the Affordable Connectivity Program (***) and not receiving discounts after submitting her application.
  
  Prior to receiving the BBB complaint, the customer engaged the ********************** ************ team for assistance. The *** application was submitted on 5/10/22 however was not approved due to an invalid ID number submitted. The customer spoke with ********************** on 8/4/22 and was advised to complete the application again. CenturyLink records confirm that the application has been approved and benefits applied as of 8/8/22. Credit has been issued and applied for the months the application was originally submitted.
  
  At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  *********************
  Executive Office Case Manager
  Customer *************** **********************

• Initial Complaint

  Date:07/18/2022

  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 had them and ********* pulled out. I paid my ********* **** and now they are trying to charge me for the same service I received from *********. They are no longer affiliated. I should not have to pay them when I now only have *********. They are even charging me a late fee that should not have been added.

  Business Response

  Date: 07/27/2022

  CenturyLink has completed a review of the complaint filed by ***************************** regarding billing issues related to her CenturyLink and ******* combined ****. 
  
  Per the complaint received: I had them and ********* pulled out. I paid my ********* **** and now they are trying to charge me for the same service I received from *********. They are no longer affiliated. I should not have to pay them when I now only have *********. They are even charging me a late fee that should not have been added.
  
  In a review of the account associated with this complaint, CenturyLink records indicate the ******* combined billing was removed from the customer's account on 5/27/22. The last payment that included ******* charges was paid on 5/30/22 in the amount of $243.99. This covered *************** dates 4/18/22-5/17/22. Although the combined billing was removed on 5/30/22, a balance of $146.21 still remains on the CenturyLink account for ***************s. These charges cover service dates  5/18/22-6/17/22 and have already been paid to ******* by CenturyLink. CenturyLink pays ******* one month in advance for services therefore the charges are valid and the past due amount is owed to CenturyLink.
  
  Per *******s new policy concerning disconnects which went into effect 1/14/2019, ******* will no longer prorate bills if service is disconnected before the end of the billing cycle. The customer's billing cycle date is the 17th.
  
  Terms and Conditions of *******'s disconnect policy (https://imss91-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=https%3a%2f%2fwww.att.com%2flegal%2fterms.dtv%5fresidentialCustomerAgreement.html&umid=E85AA9AB-956E-0F05-BF85-9CA307E75C1B&auth=19120be9529b25014b618505cb01789c5433dae7-29ec6731443cd2c738f870bbf3aeeb589be22ead)
  
  The customer is advised to contact ********************** ***************** at ************** regarding the balance owed. 
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.  
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************
  
  

• Initial Complaint

  Date:07/18/2022

  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 moved and tried to get my service transferred. When I called, I was transferred SIX TIMES, got a human ONCE, I was told I didn't have an account. I tried to cancel online and it redirected me RIGHT BACK TO ONE OF THE NUMBERS I HAD ALREADY CALLED.I tried their online chat and was told I was #** in line. I sat there for 20 minutes until the site said "No one is available"I can't even CANCEL this service.

  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 customers account was disconnected on July 18, 2022, the same day the complaint was filed with the BBB. The customer reviewed the transfer of service options with CenturyLink on June 7, 2022. The customer ended the call with no change in service on that date.

  
  I verified the customers account is closed with no further reported concerns related to this complaint. 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 *********************************** **********************

• Initial Complaint

  Date:07/18/2022

  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 pay for reliable internet. It is anything but. Had a technician come out when they test it, it shows up fine as soon as they leave it's out for hours everyday. Call them to get a solution and they don't offer any help. I use WiFi for zoom work calls and I am unable to do them since the WiFi isn't what I pay for. They offer zero help in making it work.

  Business Response

  Date: 08/21/2022

  CenturyLink has completed a review of the complaint filed by ******************* regarding unreliable internet service.
  
  
  Per the complaint received: I pay for reliable internet. It is anything but. Had a technician come out when they test it, it shows up fine as soon as they leave it's out for hours everyday. Call them to get a solution and they don't offer any help. I use WiFi for zoom work calls and I am unable to do them since the WiFi isn't what I pay for. They offer zero help in making it work.
  
  Prior to receiving the BBB complaint, a repair ticket was submitted on 7/19/22 for intermittent connection and completed on 7/21/22 with repairs to open a cable pair. Upon receiving the complaint, ******************** complaint was forwarded to the CenturyLink escalation repair team to assist. They have indicated the connection is very stable however, the current broadband usage is near or at the purchased speeds threshold. High bandwidth usage has been detected 7 out of 7 days. 
  
  We understand one of the customer's concerns is the reliability of the service. CenturyLink Internet is sold as "Up To" a certain speed due to network requirements and variables such as customer location, websites accessed, internet congestion and customer equipment. Due to these factors, download speeds *** be up to 15% slower. Also, the 6Mbps internet speed connection is shared between all devices utilizing the internet connection in the home. Therefore, the more devices accessing/and or connected to the internet at the same time, the less of the shared 6MBps bandwidth each device has. ********************** records indicate the customer has  6 devices (4 ********************** currently connected). While no speed is guaranteed, CenturyLink is focused on improving and providing the best internet experience at all times. 
  
  The customer is advised to report any future issues with the service to CenturyLinks internet help desk ***************) as soon as the issue is noticed for proper troubleshooting measures and assistance.
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.  
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** **********************