Complaints

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

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• 

  CenturyLink

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

• 

  CenturyLink

  P O Box 52187 Phoenix, AZ 85072

• 

  CenturyLink

  630 N Wymore Road Suite 300 Maitland, FL 32751

• 

  CenturyLink

  890 S 2nd St Lebanon, OR 97355

• 

  CenturyLink

  CenturyLink Experience Center/Ft Walton Fort Walton Beach, FL 32548

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:07/14/2022

  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.

  Have been without phone and internet for 7 days, Centurylink said I could have internet without landland, when they found out that I was grandfathered in they said they need to reconnect phone. I called them on **** and as of **** I have had no phone or internet. I have spoken with 11 different people for 7 days and spent about 10 hours on the phone. Everyone promises to get it done and will tell me different things like work order is out, we are entering it manually, shows to be working but it is still down. I have even received numerous text stating that service is working. I have asked to speak to supervisors and even ask for management of company or the **** Is has been so frustrating and no one is helping and will not give info on who can make something happen. This has been so time consuming and should have been an easy fix. If they could just turn off in one day should have been able to turn back on when they said. Techs should not be telling you something and when it doesnt happen you get another tech and they tell you something totally different. I just need them to do right and get my services up and running and no fees or connection and credit mu bill for 7 days.

  Business Response

  Date: 08/19/2022

  CenturyLink has completed a review of the complaint filed by ********************************* regarding the delay in reestablishing phone and internet service.
  
  Per the complaint received: Have been without a phone and internet for 7 days, Centurylink said I could have internet without a landline when they found out that I was grandfathered in they said they need to reconnect phone. I called them on **** and as of **** I have had no phone or internet. I have spoken with 11 different people for 7 days and spent about 10 hours on the phone. Everyone promises to get it done and will tell me different things like work order is out, we are entering it manually, shows to be working but it is still down. I have even received numerous texts stating that the service is working. I have asked to speak to supervisors and even ask for management of a company or the **** It has been so frustrating and no one is helping and will not give info on who can make something happen. This has been so time-consuming and should have been an easy fix. If they could just turn it off in one day should have been able to turn it back on when they said. Techs should not be telling you something and when it doesn't happen you get another tech and they tell you something totally different. I just need them to do right and get my services up and running and no fees or connection and credit my bill for 7 days.
  
  In a review of the account, on 6/22/22 an order was submitted to switch the customer from Phone and Internet to Internet only. However, during the process, the phone line was inadvertently disconnected leaving the customer without a phone and internet. A new order was submitted on 6/23/22 to reinstall the phone and internet but could not be completed until 6/29/22 due to programming.  Records indicate the service has been restored and credit was issued on 6/27/22 and 8/1/22. 
  
  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:07/14/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were scheduled to switch to a new company for phone/internet on May 31st, 2022. Our services with Lumen were supposed to end that day when the new service went into effect. Lumen cancelled our services with them on May 20th, 2022. I called them to find out what the deal was and they said they had orders from the new company to cancel our services. I called our soon to be new company and they said the order was for the 31st and that we would have to actually call ourselves to cancel the old service. I then called Centurylink (Lumen) back and they just put me on hold and I talked to several different people from several different departments for what was 4 hours of my day. I have a business to run and they couldn't tell me why they cancelled our services on the 20th and informed me that they had the right to cancel whenever they wanted even though the port date wasn't till the 31st. How am I supposed to service my customers for over a week without phone or internet?! Fast forward to after the 30th and Lumen refused to port over our main phone number that our business has had since the 60's. Customers couldn't reach our office for over a week because of that. Also, if the customer that called still had ********************** as their provider they couldn't call us at all. They kept making it my new companies fault when I would call to address the issue. I had to have someone from my new company call Lumen to get it fixed because they wouldn't listen to me. Lumen (Centurylink) made it impossible to conduct business for a total of 2 1/2 weeks because of their lack of customer service and their refusal to let us have our number. Everything is fixed now thanks to our new service.

  Business Response

  Date: 08/12/2022

  Please be advised that this matter is still being investigated and an update will be provided once the matter is resolved. 

   

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

• Initial Complaint

  Date:07/14/2022

  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.

  Since early June CENTURYLINK have promised to repair my phone service and internet. It has now been almost 2 months that I have been without services. On yesterday, I was promised they were coming out to make the wiring repairs and my service would be restored. That provided ticket number is ********. They failed to show up. It is very time consuming and difficult to speak with anyone to address customers problems. Yesterday I called them at 3:15 PM and was on hold until 5:45 PM and still never spoke to a representative. This morning at 7:45 I called the **************** number ************ only to be re-routed to the number that covers *****. Since we live in ******* our options are very limited. Please help. We pay our ****. We should receive the services we pay for.

  Business Response

  Date: 08/12/2022

  CenturyLink has completed a review of the complaint filed by *******************************.
  
  Per the complaint received: Since early June CENTURYLINK have promised to repair my phone service and internet. It has now been almost 2 months that I have been without services. On yesterday, I was promised they were coming out to make the wiring repairs and my service would be restored. That provided ticket number is ********. They failed to show up. It is very time consuming and difficult to speak with anyone to address customers problems. Yesterday I called them at 3:15 PM and was on hold until 5:45 PM and still never spoke to a representative. This morning at 7:45 I called the **************** number ************ only to be re-routed to the number that covers *****. Since we live in ******* our options are very limited. Please help. We pay our ****. We should receive the services we pay for.
  
  
  CenturyLink records indicate that it previously received and investigated this dispute in response to a complaint filed with the CenturyLink ************ team. Per CenturyLink records, the customer indicated that she spoke with the local field manager who advised her that he was working to resolve her phone and internet issues. She stated the field manager explained the reason for the delay and was working towards an immediate resolution. The customer indicated there was no need to address her issues any further.
  
  Prior to responding to this complaint, CenturyLink records indicate the connection is currently authenticating at 100% with no new issues reported 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 *********************************** **********************

• Initial Complaint

  Date:07/14/2022

  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 contact Century Link for over a month. It is very hard to contact a representative. I have had issues with my phone sounding like a fax machine even though I do not have a fax machine. If someone calls me or I call someone, it take anywhere from 2-5 minutes for me to get a dial tone. I have had a technician to come to my home and the problem has not been resolved yet. When you call Century Link, it takes you over a hour to speak with someone and when you finally get someone, it is someone that does not have good English. It is very frustrated and I am thinking about get another service for my home phone. I feel like I am paying for nothing. In the middle of my conversation, a fax machine come on! I have addressed this with Century Link on numerous occasions. I do not recommend Century Link for anyone. They need a more friendly system because not everyone can access a cell phone or other communication to chat with someone online. The reps online rarely solve your problems. I need someone to come to my house but I can not get through to Century Link and hate waiting over an hour to speak with someone. I pay my bill every month to get such sorry service.

  Business Response

  Date: 08/18/2022

  CenturyLink has completed a review of the complaint filed by *************************** regarding phone line issues.
  
  Per the complaint received: I have been trying to contact Century Link for over a month. It is very hard to contact a representative. I have had issues with my phone sounding like a fax machine even though I do not have a fax machine. If someone calls me or I call someone, it take anywhere from 2-5 minutes for me to get a dial tone. I have had a technician to come to my home and the problem has not been resolved yet. When you call Century Link, it takes you over a hour to speak with someone and when you finally get someone, it is someone that does not have good English. It is very frustrated and I am thinking about get another service for my home phone. I feel like I am paying for nothing. In the middle of my conversation, a fax machine come on! I have addressed this with Century Link on numerous occasions. I do not recommend Century Link for anyone. They need a more friendly system because not everyone can access a cell phone or other communication to chat with someone online. The reps online rarely solve your problems. I need someone to come to my house but I can not get through to Century Link and hate waiting over an hour to speak with someone. I pay my bill every month to get such sorry service.
  
  Upon receiving the complaint, ********************* concerns were escalated to the repair escalation team in which a repair ticket was submitted on 7/18/220 for noise on the phone line. The ticket was completed on 7/23/22. The technician cleaned around the *** (Network Interface Device) and indicated he believes the fax noise *** be caused by the home alarm system interfering with the phone line each time it rings. At this time, no new issues have been reported.
  
  In regards to speaking with repair, unfortunately, there is not a direct telephone number to reach an onshore agent. The customer is advised to report any future issues with the service to CenturyLink at ************** as soon as the issue is noticed for proper troubleshooting measures and assistance.
  
  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:07/13/2022

  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.

  FRAUDULENT CHARGES OF $408.59. UNABLE TO CONNECT WITH BILLING ****

  Business Response

  Date: 08/11/2022

  CenturyLink appreciates ************** giving us the opportunity to review the handling of her account. At CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.
  
  Upon review,
  
  
  This issue has already been escalated to CenturyLinks Business ******************* ************** has already received a response for all concerns through the *** process.
  
  JJ
  CenturyLink ***********************

• Initial Complaint

  Date:07/13/2022

  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 ordered centurylink originally 80 mbps and had a tech come out to my home to install services. He gets here and says he can't give me 80 mbps he can only give me 40 mbps. So he proceeds to check all outlets and says he can only connect it via the garage and he will get it up and running. He then proceeded to drill a hole from the outside of my house to the inside of my garage and then connected a long cable from my garage to the modem in my living room and left it that way. I only had service for 3 days before it went down. I called multiple times and chatted only to be hung up on with no resolution. I finally get a rep on the line and she states that the dsl light is off and the line needs to be replaced (white cord he has running from garage) she schedules me for an appt 3 days out (I work from home and had to miss out on work this whole experience due to no internet!!!!) The appointment finally comes and I get a text that the tech is there and then minutes later he is gone. I call to inquire to centurylink why he left and my internet is still down and they say it's an outage and because of that he left and didnt replace cable, but I have been without service already 3 days and this is the first I have heard of outage. I request a manager and a manager gets on the line and spews apologies and schedules me another appt. 2 more missed days of work a tech comes out still doesn't replace cable but ****** knocks on my door to tell me that I'm not even getting the 40 mbps that I am paying for I am only getting 3 mbps and that's all they can offer in this area. I asked if there was anything he can do he said he can send a tech out no later than Wednesday to replace the line and that's a temporary fix. The next day comes around and this tech tells me he can't replace the line because it won't even be enough to stream ******** He said the first tech that came to install services should have told me that I can only get 3 mbps because they don't even service this area but

  Business Response

  Date: 08/12/2022

  CenturyLink has completed a review of the complaint filed by ***************************** regarding delayed service, property damage, and incorrect internet speed.
  
  In a review of the account associated with this complaint, a prepaid account was established for CenturyLink internet service on 6/23/22.  Records indicate due to issues with the service, the repair team was engaged to troubleshoot and a technician was dispatched to further investigate. The technician stated that the issue was caused by an outage and the ticket was closed. It was later determined that this was not an outage but a single customer issue with damage to the outside phone line. A new repair ticket was issued for 7/12/22 but the customer engaged ************* and requested to disconnect service due to poor service received. It was also determined that due to the distance, the 80 Mbps was not available at the customer's address. Please note the actual speed is not determined until the time of installation and cannot be guaranteed until the technician completes the work. Please see the CenturyLink Term and Conditions below for more information regarding the internet speed. 
  
  In regards to the damage to the wall, the customer is advised to contact UNIcall at ************** to report this incident to our risk incident notification network, UNIcall.  They will contact the appropriate teams so that actions are taken as soon as possible to further reduce risks.
  
  CenturyLink records indicate a full refund was issued to the customer on 6/30/22 and 7/1/22. 
  
  
  Terms and Conditions regarding HIGH-SPEED INTERNET
  (ii) ************* ******* may not be available in all areas or at the rates or speeds generally marketed. The speed(s) available at your location are identified during the ordering process. ******* speeds disclosed to you are up to a specific download speed via a wired connection under typical circumstances within the CenturyLink network and at your location. CenturyLink will provision your line at the maximum speed it qualifies for within the speed range of the ******* you selected. Your location may subsequently be eligible for additional speed options; provided that you will be charged a speed change charge for any speed change. Additionally, some ***s may not be supported for all speeds and in all areas and, if you change speed you may no longer be able to utilize the *** you originally selected. Availability of ******* depends on availability and limits of CenturyLink wire centers and facilities. ******* will not be provided using unsuitable facilities or if provision of ******* creates interference with other services. ******* is offered only to location(s) qualified by CenturyLink line qualification procedures. Some lines may not qualify for the ******* even if initial tests qualified such lines. Speed and availability of *******s are not guaranteed and may be limited by a variety of factors including but not limited to the physical condition of your line and wiring at and/or inside your location, your service location, phone line qualifications, computer performance/configuration, and network/Internet congestion, each of these factors is outside of CenturyLinks control and, as a result, none are CenturyLinks responsibility. Any repairs or changes to these factors are your sole responsibility. Additionally, Fixed Wireless is subject to the service limitations including but not limited to proximity and positioning of antennas, cell tower/site outage, tampering or damage to ********** ******* is provided on a per-line basis, and the actual throughput speed of your ******* depends on a number of factors such as Internet traffic and congestion or bandwidth, distance of your location from certain CenturyLink data equipment, viruses or spyware, server speed of the Web sites you connect to, traffic and congestion on your home network or corporate LAN, and Windows PC settings, in addition to the factors listed above. ******* via a wireless connection may not deliver the disclosed throughput speed or up to speed and will vary, particularly when ******* is accessed by multiple wireless devices. Uninterrupted or error-free *******s are not guaranteed, and CenturyLink may limit speeds. Additional information about network performance, practices and policies is available on CenturyLinks High Speed Internet ******* Management page located at http://www.centurylink.com/aboutus/legal/internetservicemanagement.html
  
  
  We are sorry for the inconvenience and frustration this matter has caused and for any misleading information, the customer may have received. We appreciate you bringing this matter to our attention and hope to provide a better customer experience and enhanced services in the future.
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************
  
  

• Initial Complaint

  Date:07/13/2022

  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 went out and I contacted CenturyLink to get help starting my service again. The customer service rep walked me through all types of troubleshooting and no solution. They finally diagnosed it to be a CenturyLink System issue and stated they would send out someone to fix it. They set up an appointment and sent someone out. 5.13.22 I received a bill stating I was being charged $99 for internet trouble charge. 6.3.22 I contacted customer service to get clarification on the charge. I was told the charge was not on my account and their would be notes to void if it was added at a later date.6.28.22 my account was charged $164. When I called 7.5.22 customer service to get this resolved I chatted for over an hour and was then disconnected. I called customer service spoke to ****** who was very rude and would not hear the explanation nor would he provide any assistance. I asked to speak to supervisor and was told he was too busy to assist with my questions. I asked to still be transferred to *****. He was extremely rude and said the charge stands without even hearing I had previously spoken to a representative. I asked for his supervisor and got a voicemail for ********************* and never received a call back. I would like resolution to this issue as I have been a customer for many years and never been treated this poorly.My internet is still having issues but I am afraid to call for help as I will be charged again to get the service fixed. I would like for my service to get fixed and get the money refunded to my account

  Business Response

  Date: 08/12/2022

  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 charge the customer is referring to is called TIC (Trouble Isolation Charge)charge. This applies when the normal troubleshooting is initiated, there isnt an issue but a request by the customer to dispatch a technician is honored. This is done on the premise that if there isnt any trouble on the CenturyLink side of the network or trouble with the CenturyLink equipment, a trouble isolation charge will apply.
  
  I have reviewed the customer signal and network to the modem and do not find that there is any issue with the connection, the speed of the connection as it pertains to the signal that is reaching the modem. Keep in mind that test performed after the modem apply to one device, hardwire connected to the modem.Wireless connectivity is not guaranteed as up to 40% of a signal can be lost prior to connectivity of any device.
  
  Notions left by the technician indicates that if there were issues, it was not on the CenturyLink side of the network and most likely was beyond the scope of CenturyLink covers. Internal wring, physical limitations within q structure are not covered by a technicians dispatch or repair guidelines. Since it was determined to be an issue beyond the scope of what is covered under the normal service agreed to, and the customer was notified at the time this was the case, the trouble isolation charge will not be waived.
  
  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: 08/14/2022

   
  Complaint: 17564194
  
  I am rejecting this response because:
  

  My service is still not working correctly. If I have to be charged for a service I was not explained and then treated poorly for, I would at least like the issue to be resolved with no further cost. Or allow me out of my service contract so I can find a provider with quality customer service and a good product. I have not had any issues for the many years I have been a customer but over the last 6 months it has been horrific. I would expect to at least find resolution to find a new Service or for CentryLink to fix the product I am being charged for monthly.

  I expect the service to work better and to receive quality customer service. What is the next step to resolve the poor connection I have in my house without future charges since the issue wasn't resolved with the other crazy surcharge

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

  Business Response

  Date: 08/28/2022

  To whom it *** concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the rebuttal that has been submitted by ***************
  
  Upon review:
  
  Again,I escalated this to the technical support escalations group for a look at the specifications and again the conclusion based on all the technical information and the results from the systems that monitor the performance the customer is receives came back the same, over utilization of the in-home circuit.
  
  At that time, it was noted that a potential 27 devices *** have been or were connected to the homes network. On the best of days (of which 8 showed poor performance statistics) and on the fastest of services, this would be taxing and cause the very issues described in this complaint and as seen in the technical data observed.If the customer only experienced this as a recent phenomenon, it *** be that somehow the password to the connection via the modems wireless transmission *** have been compromised and persons and devices they are unaware of *** be utilizing the signal from nearby homes or vehicles. While this is very uncommon, it is a possibility.
  
  The advice would be to change the password access for the wireless connection, power cycle the modem (unplug the modem from power, wait 10 seconds plug it back in)then restart the computer. Once the modem is secured with a new password, re-connect only the devices in the home that are authorized to use the signal. Instruct all who can access this connection not to give it out to anyone other than person in the home.
  
  Here is a link to a CenturyLink provided URL that has many self-help directions as well as specific information on how to re-set the Wi-fi password and or set up guest accounts if desired. https://www.centurylink.com/home/help/internet/wireless/change-wifi-password.html
  
  While the process is fairly easy and straightforward, it is something that CenturyLink technical support can also assist with if the customer is not comfortable trying this on their own.
  
  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
  ************************** us why here...

• Initial Complaint

  Date:07/13/2022

  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.

  On June 27, ********************************************************************************************** a phone connection. I went to the *********************** and using their phone I placed a call to the CL line, **************. I waited, but could not get a CL. representative . I placed this call around 8:30 AM. I went back to the ********** and called CL every day, Monday through Friday, Twice I waited 1.hour 45 minutes without ever getting through to a CL representative. I did this the first week, June 27 to July 1 without getting a CL representative who would help me get my home internet and phone connection.On July 5, 2022 I again went back to the *********************** as soon as they opened and again spend more than an hour each day trying to get through to a CL Representative to resolve this internet and home phone connection. The ********** social worker also helped me by taking down the information.Finally, I got a CL representative who said he would arrange for a CL Technician to come out to my house. He scheduled a time of 9AM on Friday, July 8, 2022. My daugther who lives on Kitsap peninsua agreed to take the messages, via text and phone As 9AM approached my daughter said they would be there at Noon on Friday. Then the time was pushed back to 3PM, and then she said they would send a technician **** out at 5:30PM on Friday (7/8/22). She then got a message that **** had come to my house and fixed the connection issue. This was a lie. I did not get connection issue resolved. My daughter then talked with a CL **** *********** who said a CL tech would come out Saturday, July 9, to my house and connect my computer and home phone. This CL technician did not come.By this coming Monday, July 11, ************************************************************************ for years for two weeks.I am a long time customer of ********************** and pay my bills on time. I am a very ill low income single woman and need ****************

  Business Response

  Date: 08/12/2022

  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:
  
  I contacted ****************** to confirm that the service is working correctly. ****************** indicated that it was. I also reviewed the customers account and went over the billing, adjustments already provided and set expectations as to what the customer should see when the **** prints.
  
  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:07/13/2022

  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 had mistakingly sent in $****** accidentally paying for another bill that I had. I had a closed account with century link for over a year and a half and I have been trying to get my two ****** back from them at no avail I would never use a century link in my life if I had to

  Business Response

  Date: 08/18/2022

  CenturyLink has completed a review of the complaint filed by *********************** requesting a refund for two payments accidentally paid on his canceled CenturyLink account over a year ago. 
  
  Per the complaint received: I had mistakingly sent in $****** accidentally paying for another bill that I had. I had a closed account with century link for over a year and a half and I have been trying to get my two ****** back from them at no avail I would never use a century link in my life if I had to.
  
  During the investigation of this complaint, there were three accounts located associated with the customer's name. The accounts have been reviewed but there is no record of any payments being posted to any of the accounts. In order to further investigate this matter, ********** will need to submit a bank statement showing his name, the name of his financial institution, and proof of the two payments to ************************************************ in order to begin a payment investigation for the missing funds. 
  
  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: 08/18/2022

   
  Complaint: 17547626
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  i have sent in bank statement showing payment 

• Initial Complaint

  Date:07/13/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my landlines with Century Link in March of this year, and have a $643.68 credit. I waited about a month for the refund. I called on 4/5 to check on it and was told it should be here any day. I then called again on 5/17 and was told "because of the amount I would have to send an email to request a refund". I have attached the email that I sent. 6/6 3rd call I was told there was a form that was not filled out by the previous rep's that I had spoke with. Shavoi filled out the form while I was on the line and said it would be 7 to 10 days. I the called on 7/1 and asked to speak with a supervisor ***** took my number and said the supervisor would call me back in 15 to 30 Minutes This was at 2:30pm, I called back at 3:05pm and was told the system was down and to call back on Tuesday 7/5. I asked for an American rep on the line that had called supposedly the finance ***** **************, they said they were in *************** and the was no American Rep there. I have attached the statement showing they acknowledge they owe me a refund.

  Business Response

  Date: 08/11/2022

  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 our back-office accounting team processed the refund in question on July 12, 2022.  Refunds usually take **** business days to be processed and completed.  
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

  Customer Answer

  Date: 08/11/2022

   
  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,
  
  *******************