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:07/13/2022

  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.

  I am being charged for service I am not receiving. I lost internet service 12 out of the last 30 days. It is extremely difficult to get a hold of any customer service representative. The two times I have, I was told I would receive a credit but have not.

  Business Response

  Date: 08/11/2022

  CenturyLink has reviewed the complaint filed by *************************** regarding recent internet outages.
  
  Per the complaint received: I am being charged for service I am not receiving. I lost internet service 12 out of the last 30 days. It is extremely difficult to get a hold of any customer service representative. The two times I have, I was told I would receive a credit but have not.
  
  In a review of the account associated with this complaint, CenturyLink records indicate currently the connection is stable and authenticating at 100%. The last repair call was received on 5/16/22 in which the customer was advised of an area outage. There have been no recent repair calls/dispatches. 
  
  Due to the recent outage, a refund of $25.12 has been issued to the customer for the 12 days the customer stated he was unable to use the service.
   
  **************** is advised to report any future issues with his service to CenturyLinks internet help desk ***************) 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: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.

  On June 28, 2022 I contacted Century Link to cancel my service, after moving into an assisted living facility that offers these services. On June 30 I returned their equipment via *** Store. Tracking of package indicated their receipt on July 5. I have a credit of $92.88 after cancelling service. On July 11 I tried calling them to confirm their receipt of the equipment, and to ask that a refund check be mailed. I was on hold for 40 MINUTES, after which time I hung up. I just tried going online to do an online Chat with them. After giving the chat robot permission to access my account, and receiving confirming that it had my account information, the Chat box in which I would discuss my concern, never appeared, and thus I could not chat with them.I am already stressed and exhausted with medical issues and the recent move into assisted living. The current situation with Century Link is definitely adding to this stress. It is very difficult to communicate with this company! I want a refund check immediately sent to me, and an apology from a company that purports to offer customer satisfaction.Thank you.

  Business Response

  Date: 08/11/2022

  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 occasion, the billing system(s) suffer a specific issue referred to as **** fall out. In this case, it did not properly execute and automatic command to complete internal activity on the final ****. This will affect both billing for and refunding of any final **** balances. This was escalated on the 20th of July and has been rectified. The customers refund should arrive within 30 days of that date.
  
  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: 08/13/2022

   
  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:07/13/2022

  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 Monday morning no, July 11 a tractor trailer tore the line down hanging from wire over to my house. I was not able to easily get a n contact with anyone at Century Link. It has been a safety hazard. Cars have hit it , people have had to climb over it walking up the street. Century Link seems that is no big deal when after two days of calling they will be here in two days!. But dont leave the house or they will charge me $99 penalty for not being here. The wire problem is Mt mine. Yes it is for my internet but they continue to hang it back up too lo. This has happened several times before! Getting in touch with them was very stressful, all had to be done by computer!!!! The hours and hours of time spent getting ahold of them is ridiculous especially with an emergency!

  Business Response

  Date: 08/11/2022

  
  CenturyLink has completed a review of the complaint filed by **** *** regarding a CenturyLink line that was ripped down by a tractor-trailer. 
  
  Per the complaint received: On Monday morning no, July 11 a tractor-trailer tore the line down hanging from a wire over to my house. I was not able to easily get in contact with anyone at Century Link. It has been a safety hazard. Cars have hit it, and people have had to climb over it walking up the street. Century Link seems that is no big deal when after two days of calling they will be here in two days! But dont leave the house or they will charge me $99 penalty for not being here. The wire problem is Mt mine. Yes, it is for my internet but they continue to hang it back up too lo. This has happened several times before! Getting in touch with them was very stressful, all had to be done by computer!!!! The hours and hours of time spent getting ahold of them is ridiculous, especially with an emergency!
  
  Prior to receiving the complaint, a repair ticket was submitted in which the technician replaced a torn-down drop crossing the road at the mid-span clamp. The repairs were completed on 7/13/22. No other issues have been reported.
  
  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 *********************************** **********************