Business Profile

Telephones

CenturyLink

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

3,970 total complaints in the last 3 years.
1,525 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/29/2025
Type:Sales and Advertising 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.
Sept/Oct of 2024 I contacted century link to provide high speed internet. Originally I was told that they had high speed. Later I was advised that they didn't have the service I needed and I advised that I would not be using their service. I have NEVER used their service. Century link is charging for a service that I Never used. I have not received statements. I have tmobile internet since Oct 2024. I have spoken to century link several times with no resolution. I want anything reported to the credit bureaus negatively removed and I want confirmation in writing. I asked supervisor for info showing that I had activity because there is none I NEVER used their service. The supervisor refused to provide. This is fraudulent as I NEVER used their service.
Business Response
Date: 06/26/2025
To whom it may
concern:

CenturyLink appreciates the opportunity to
review any issues or concerns relating to the complaint submitted by Ms. Pattee.

Upon review:

The customer agreed to a change of responsibility
order in September. Soon after, there was a notation placed on the account
indicating the customer called in to get faster speed, but they were unavailable.

I have issued an adjustment to zero out the
balance.

CenturyLink acknowledges the customers’
concerns and apologizes for any issues, inconveniences, or poor customer
service that may have been experienced.

Sincerely,

Steve S
Executive Office Case Manager
Customer Advocacy Group
Lumen
Customer Answer
Date: 06/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23393149, and find that this resolution is satisfactory to me.

Sincerely,

Rita Pattee
Initial Complaint
Date:05/28/2025
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.
On April of last year CenturyLink said that i ordered internet services by way of internet/ text message. I have had Xfinity internet since 2021. CenturyLink said i requested paper less billing. I don't remember doing this. I sent the modem/router back and canceled the service. CenturyLink said i didn't cancel the service. They received the equipment back but did not cancel the service. I am 70 yrs old and even though i had no way of getting their Service I am to pay the ******. I have limited income and stands to reason that i should not have to pay for a service i was unable to get. I believe that this company does not understand the most seniors have limited computer and texting skills. If i had been given a bill by post. I would have seen the issue and called canceled and paid that bill at once. i have good credit and i hate that this happened. i paid the bill but I'm not happy with what happened. With all the advertising on internet it is easy how something like this slips by. I will never use this company again and will let everyone know that they are unfriendly to seniors. I do remember that i ask for the service to be cancelled. I have it marked in my phone to have it cancelled on September 10. after Xfinity is turned on. I do remember them telling me that I could not put in a stop date until the date i wanted it to stop. This to me also seems unfriendly to the customer. Also to let the bill get this high without mailing the customer is just wrong. I hope that i can get all or part of this money back. I feel used by this company as an easy ***** Thanks for whatever help you can give me. ** This bill was sent to collections without a bill being mailed to me first.
Business Response
Date: 06/26/2025
To whom it may
concern:

CenturyLink appreciates the opportunity to
review any issues or concerns relating to the complaint submitted by Mr.
Kimball.

Upon review:

A review of the account shows the equipment was
returned and that the modem was never authenticated on the network

Additionally, there was no data usage the
entire time. As such, the account balance has adjusted to zero.

CenturyLink
acknowledges the customers’ concerns and apologizes for any issues,
inconveniences, or poor customer service that may have been experienced.

Sincerely,

Steve S
Executive Office Case Manager
Customer Advocacy Group
Lumen
Initial Complaint
Date:05/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My phone has been out since may 9 th centurylink doesnt seemed to be in a hurry to fix it elderly people with health issues no landline everyone has that number
Business Response
Date: 06/25/2025
To whom it may concern:

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

Upon review,

This issue has already been escalated to the PUC and has already received a response for all concerns through the escalation process.

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

Sincerely,

Torren P
Customer Advocacy Group
CenturyLink
Initial Complaint
Date:05/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Compliant Against Century Link For An UNJUST Charge of $152.45 ************************** This UNJUST Charge is Due June 16, 2025. I am being Charged My regular internet charge $47.00 PLUS $99.00 REPAIR FEE!In April ************************************************ the amount of $47.25 In May 2025 I paid a INTERRUPTION OF SERVICE BILL ** Century Link in the amount of $25.00 Please See Attachments This Down Internet Was Due ** Failure of the Century link system! My internet was working fine BEFORE April 14, 2025!FROM APRIL 14TH TO APRIL 28TH I WAS WITHOUT ANY INTERNET/PHONE SERVICES THIS WAS OVER TWO WEEKS WITHOUT ANY COMMUNICATIONS AS A SENIOR! On Monday, April 28, 2025, NO REPAIR PERSON CAME TO MY APARTMENT ! MY INTERNET WAS TURNED ON REMOTELY BUT MY INTERNET WAS ERRATIC. On Tuesday, April 29, 2025, I managed to get a call to my partner. He chatted with Century Link Tech Support. Century Link Tech support Admitted there was still a CENTURY LINK INTERNET SYSTEM PROBLEM!I Notified Century Link via chat while I was at The ************************ On Thursday, April 24, 2025.THERE HAS BEEN DAMAGES TO THREE LOCAL CENTURY LINK TELECOM BOXES ON ******************* TO ***************! Additionally, I Updated My Contact information that included my internet phone number; Please See Attachments On May ******, A repairman came, but claimed he could not call me. AFTER OVER FIVE ATTEMPTS TOCALL CENTURY LINK TECH SUPPORT. Century Link DID NOT Update my Phone Number, and still had old contact information!When the very rude Century Link repairman came he immediately wanted to claim my down internet was my modem cable, that I had in place for years! He wanted me to buy a new modem for over $200, asked the repair man if I will be charged he told me he did not know! Century Link System Was Down from April 14, to May 1st *************** And Now Century Link Wants ** Charge Me $99.00 It's **tally Unacceptable And Unfair!
Business Response
Date: 06/24/2025
To whom it may
concern:

CenturyLink appreciates the opportunity to
review any issues or concerns relating to the complaint submitted by Mr. Hill.

Upon review:

All adjustments the customer has requested have
already been made; no further adjustments are warranted at this time.

CenturyLink acknowledges the customers’
concerns and apologizes for any issues, inconveniences, or poor customer
service that may have been experienced.

Sincerely,

Steve S
Executive Office Case Manager
Customer Advocacy Group
Lumen
Customer Answer
Date: 06/24/2025

Complaint: 23377734

I am rejecting this response because: The
As a Senior Citizen Over 65 years of age, I was totally WITHOUT any internet /and internet phone services
For OVER TWO WEEKS From April 14 TH to April 28, 2025, No Century Link PHYSICAL REPAIR OCCURRED ALL SO-CALLED REPAIRS WERE DONE REMOTELY If I was just an issue of a "FLAT PHONE CORD "WHY DID CENTURY LINK JUST SEND A REPAIRMAN OUT BEFORE APRIL 28TH ?
Since August 2008,my landline and DSL ALWAYS Had a FLAT Telephone cord. NEVER A GREEN CORD
My internet was working fine before April 14, 2025.

Century Link Modem Report For Century Link C1100T Technicolor Modem
stated the Century Link Control Protocol Was DOWN CONTINUOUSLY ! The
LCP is used to establishing a PPP connection, LCP determines the
standards to ensure data transmission. PLEASE SEE ATTACHED SCREEN
SHOTS
Century Link internet Was DOWN Due To Failure of the Century link system!
As of Thursday, June 19, 2Century Link internet Was DOWN Due To Failure of the Century link system!
As of Thursday, June 19, 2025, there has been a century system outage I received two emails from Century Link
reporting INTERNET OUTAGES IN MY AREA ON JUNE 3RD AND
PLEASE SEE ALL ATTACHED:CENTURY LINK OUTAGE EMAILS, PDF, PHOTOS & SCREEN SHOTS
OVERALL CENTURY LINK HAS FAILED TO TAKE RESPONSIBILITY FOR THEIR LOCAL CRUMBLING EQUIPMENT , TOTALLY GLITCHY COMPUTER SYSTEMS, FAULTY AI INTERFACES, AND FOREIGN OFF SHORE TECH SUPPORT FOR ITS INCREASINGLY POOR TELECOMMUNICATION AND INTERNET SERVICES!
INSTEAD, THEY CHOSE TO INSTITUTIONALLY GASLIGHT AND PLACE THE ENTIRE BLAME AND CHARGES $99.00 FOR POOR SERVICES ON A SENIORS LIKE ME!

Sincerely,

Billie Marie Hill
Initial Complaint
Date:05/24/2025
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 December 2023, our company has been requesting Centurylink to re-establish our voicemail service after some type of "upgrade" that occurred. To date, I have not received any resolution. Several ***s state that the service will be available within 24 hours or by 5pm the next day. I was informed that because my phone has a voicemail system, Centurylink is not able to help me. I was informed that my area does not provide voicemail services. I requested the *** to send me a letter of confirmation about vmail service not available in my area and she stated that was not possible; WHY NOT? I was told it was a programming issue. I was told voicemail will activate once I was notified the service was complete and not to contact them until I received the notification that the order was completed. I received the notification and I am still not able to set up voicemail, per Centurylink instructions. This is affecting our business line and when customers call in they are told to enter a phone number then a pin number. I requested ******************** to remove this prompt as the prompt does not allow me to set up a voicemail on my own basic ********* phone system. It's been 17 months that I have been contacting Centurylink via phone or chat. Our business has not had voicemail service for 17 months and we cannot determine how many customer opportunities have been lost!Resolution requested:1. The ability to speak with an actual ***resentative (not a foreign ***) who can actually tell me whether we can or cannot have voicemail re-established!!!!!2. Remove the prompt saying that tells our callers to enter a phone number and a pin number!!!!3. Consideration of reimbursement for 17 months of issues not resolved by Centurylink.
Business Response
Date: 06/21/2025
To whom it may concern:

CenturyLink appreciates the opportunity to
review any issues or concerns relating to the complaint submitted by Ms. Hansen.

Upon review:

CenturyLink’s field operations team has been inundated with and
focused on service-impacting repair requests stemming from substantial
vandalism to CenturyLink’s facilities in Washington and Oregon.

Throughout 2023, 2024, and continuing in 2025, CenturyLink
encountered hundreds of incidents of theft and/or vandalism whereby CenturyLink
facilities were interrupted multiple additional times, sometimes as soon as
repairs were completed.

These incidents take down services to substantial numbers of
customers and require significant time to repair. CenturyLink field operations
have many dedicated technicians working 6 days per week for service
repairs.

Additionally, CenturyLink’s Line Extension Contractor has multiple
technicians dedicated to damage restoration, specifically in Oregon and western Washington. The contractor has a requirement to respond within 2 hours
24/7 to outages we designate as an emergency. Individual repair tickets are submitted due to medical or other urgent life-threatening issues.

Other non-emergency requests, such as these specific theft or
vandalism interruptions, are reassigned into a common cause ticket, as the
primary repair should correct issues downstream.

While this cancels out the individual ticket, it does not negate
the attention to the repair or subsequent restoration of the service(s).
The outage affecting this customer's services is due to cable failure as a result of vandalism or theft, and there is no ETA at this time.
CenturyLink acknowledges the customers’ concerns and
apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve. S
Customer Advocacy Group
CenturyLink
Initial Complaint
Date:05/24/2025
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.
Dear CenturyLink Customer Service,I am writing to formally file a complaint regarding an urgent and unacceptable service outage affecting both my phone line and internet. I am a 76-year-old senior citizen, and I currently have no access to any form of communication, including the ability to call in case of an emergency.The service has been down, and after contacting support, I was told that no technician can be sent until May 29 a full week from now. This is completely unacceptable and dangerous. As an elderly person this outage puts my health and safety at risk.I depend on my landline for all communication, especially emergency calls, and the continued total outage of service have left me isolated. A delay of this magnitude during a critical outage for a vulnerable customer is not only negligent but could have serious consequences.I am demanding immediate escalation of this issue and that a technician be dispatched as soon as possible not a week from now. I am also filing this complaint with appropriate regulatory agencies if this is not resolved.Please treat this as the urgent situation that it is.Sincerely, ********* ******
Business Response
Date: 06/21/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms. Hansen.

Upon review:

CenturyLink’s field operations team has been inundated with and focused on service-impacting repair requests stemming from substantial vandalism to CenturyLink’s facilities in Washington and Oregon.

Throughout 2023, 2024, and continuing in 2025, CenturyLink encountered hundreds of incidents of theft and/or vandalism whereby CenturyLink facilities were interrupted multiple additional times, sometimes as soon as repairs were completed.

These incidents take down services to substantial numbers of customers and require significant time to repair. CenturyLink field operations have many dedicated technicians working 6 days per week for service repairs.

Additionally, CenturyLink’s Line Extension Contractor has multiple technicians dedicated to damage restoration, specifically in Oregon and western Washington. The contractor has a requirement to respond within 2 hours 24/7 to outages we designate as an emergency. Individual repair tickets are submitted due to medical or other urgent life-threatening issues.

Other non-emergency requests, such as these specific theft or vandalism interruptions, are reassigned into a common cause ticket, as the primary repair should correct issues downstream.

While this cancels out the individual ticket, it does not negate the attention to the repair or subsequent restoration of the service(s).
The outage affecting this customer's services is due to cable failure as a result of vandalism or theft, and there is no ETA at this time.
CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced.
Sincerely,
Steve. S
Customer Advocacy Group
CenturyLink
Initial Complaint
Date:05/23/2025
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.
Century Link endorsed and cashed a ************* money order on 5/9/25 yet have not applied it to my account. I have proof yet they want me to pay again and won't let me submit proof. I have the signed money order from *************. However, CenturyLink wants me to pay **** monthly bill again and won't allow me to submit proof that I already paid. I requested to speak with a supervisor and no one will allow me to speak to a supervisor at CenturyLink either. I was told I had to wait 30 days and in the meantime I'm going to be disconnected when I have proof already I should be allowed to to submit it they said there's no email address for CenturyLink either. I find that hard to believe. I feel if I have valid proof I should be able to submit it on my behalf yet they will not allow me to submit proof of payment!
Business Response
Date: 06/20/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms.********.

Upon review:

Payments are processed and applied the day they are received prior to the end of business the day of receipt.

If a payment is missing, less than the total due, or late, a late fee will apply. Simply having documentation that a payment was attempted only validates that an attempt was made.

It doesnt change that the payment was/is late or lost.

The customer may want to use the ********************** autopayment option to ensure that payments arrive on time, which will prevent late fees from being charged in the future.

All applicable late fees or adjustment considerations have been provided, and no further adjustments are warranted.

CenturyLink acknowledges the customersconcerns and apologizes for any issues, inconveniences, or poor customer service that may have been experienced.

Sincerely,

***** S
Executive Office Case Manager
Customer Advocacy Group
**********************
Customer Answer
Date: 06/20/2025

Complaint: 23360718

I am rejecting this response because: they are blaming me for a late or lost payment when in fact they are the ones that endorsed cashed my payment but misplaced it or applied it to someone else's account! I will not accept fault for their lack of professionalism and blaming me! To this day they have not told me they found my endorsed money order but yet they took off that $45 payment that they was expecting so they obviously found my endorse money order but yet failed to apologize to me or tell me they found it! I want credit for **************** and an apology and I will accept nothing less!

Sincerely,

**** ********
Business Response
Date: 07/04/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint and subsequent rebuttal submitted by Ms. ************ style="display: inline; color: rgb(24, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px; white-space-collapse: preserve-breaks;">
Upon review:

Again, as was stated prior, payments are processed and applied the day they are received prior to the end of business the day of receipt.

If a payment is missing, less than the total due, or late, a late fee will apply.
Simply having documentation that a payment was attempted only validates that an attempt was made: It doesnt change that the payment was/is late or lost and not received on time.
The customer may want to use the ********************** autopayment option to ensure that payments arrive on time, which will prevent late fees from being charged in the future.

All applicable late fees or adjustment considerations have been provided, and no further adjustments are warranted.

CenturyLink acknowledges the customers concerns and apologizes for any issues, inconveniences, or poor customer service that may have been experienced.

Sincerely,

***** S
Executive Office Case Manager
Customer Advocacy Group
Lumen
Initial Complaint
Date:05/23/2025
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 contacted centuryLink several times in the past month. Most of the time its virtual or chat, once I spoke with a person. I think his sole job was to waste time. We have been out of phone service (landline) for several days. Every time CenturyLink is contacted its like you have never called before. If there was another service in this area I would switch, but at the time there is none. As I am paying CenturyLink for a service, I expect them to provide it. They have been allowed to get away with using a virtual model and wasting everyones time and money.
Business Response
Date: 06/20/2025
To whom it may
concern:

CenturyLink appreciates the opportunity to
review any issues or concerns relating to the complaint submitted by Mr.
Gilbert.

Upon review:

The issues affecting the customer’s voice
service are scheduled to be repaired Monday, June 23rd, 8 AM-5 PM.

Adjustment considerations for the duration of
the outage can be requested once the repair is done and the duration established.

CenturyLink acknowledges the customers’
concerns and apologizes for any issues, inconveniences, or poor customer
service that may have been experienced.

Sincerely,

Steve S
Executive Office Case Manager
Customer Advocacy Group
Lumen
Initial Complaint
Date:05/22/2025
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.
Made payment on the 20th of May in the amount of $79.20 for internet service. I am moving, and on the 1st of June, will no longer live at the service address to receive service and have put in a cancellation for the first.CenturyLink is not offering a prorated refund for the days I will not be able to use the service paid for, and is hiding behind a 'company policy' that supposedly allows them to steal from customers.I am contesting the amount of the prepaid charge that would cover the days after cancellation occurs.
Business Response
Date: 06/19/2025
To whom it may
concern:

CenturyLink appreciates the opportunity to
review any issues or concerns relating to the complaint submitted by Ms. Nash.

Upon review:

This is a prepaid account, and prepaid services
are sold in monthly blocks of time.

CenturyLink does not offer prepaid pro-rations,
nor do they issue prorated adjustments on prepaid accounts either.

CenturyLink acknowledges the customers’
concerns and apologizes for any issues, inconveniences, or poor customer
service that may have been experienced.

Sincerely,

Steve S
Executive Office Case Manager
Customer Advocacy Group
Lumen
Customer Answer
Date: 06/19/2025

Complaint: 23365711

I am rejecting this response because:
The response is a cop-out to hide behind policy and continue to retain customer money for services not rendered. It doesn't attempt anything to resolve the issue.

Sincerely,

Amanda Nash
Initial Complaint
Date:05/21/2025
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.
Hello,I have been a loyal CenturyLink customer for 5+ years now. I originally signed up for their Price for Life deal for 940/940gb fiber internet services for 65 dollars a month. After a year or so of services they started to back track and make attempts to change my billing rates increasing them to 70 dollars with no warning, no paper statements showing the increases, no emails, nothing. I tried to fight them on it, and they only lied, every agent I spoke to lied and said there was no such thing as a Price for Life agreement. They said they only have "Specials" called their Simply Unlimited plan and what is what I have. That is a lie. I never signed up for that, and many people have had the same issue with CenturyLink's bait and switch tactics when they have originally signed up for the Price for Life plans. I have researched this many times over the last two years when the problems really started to crop up. Now they have increased my price to 80 dollars a month and every agent I speak to lies and just regurgitates that they do not see where I was ever a part of the Price for Life plan, which is a lie. CenturyLink knows what they are doing and are clearly breaching customers contracts. When I call them, they only want me to sign back up for another "Simply Unlimited" plan. I have done this once to simply get the discounts as close to my original plan as possible. I am unemployed so every dime counts. I strongly feel that CenturyLink has been lying to customers for several years now and created a deal they could not honor so they are trying to lie their way out of it and claim "No proof" that customers were every a part of this Price for Life plan. The original plan was Price for Life for 65 dollars a month. I have emails showing when I signed up that it was clearly 65 dollars a month. Interestingly enough, on their customer portal, you can no longer view your billing history past a certain date. I am asking that Century Link honors their original contract.
Business Response
Date: 06/13/2025
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 submits the following response to the inquiry filed by ****** ***** regarding the CenturyLink notification that the monthly recurring charge (MRC) for **************** would increase by $10.00 effective April 19, 2023 and by $10.00 effective May 19, 2025. ****** ***** claims to have an active CenturyLink Price for Life offer.

CenturyLink has reviewed the account and verified that ****** ***** does not have an active CenturyLink Price for Life offer. Instead, the account is subscribed currently to CenturyLink Simply Unlimited **************** at up to 940Mbps which does not include protections against future Internet MRC increases. ****** ***** agreed to the terms and conditions of the current plan on February 11, 2020 and April 21, 2023. As a result, CenturyLink has determined the Internet MRC increase to be valid. On April 19, 2023, the Internet MRC increased to $75.00. ****** signed up for a new discount on April 21, 2023 for a MRC at $70.00 and then the internet MRC increased to $80.00 on May 19, 2025.

CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.

Sincerely,

***** *.
Executive Office Case Manager
Customer Advocacy Group
Lumen

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CenturyLink is NOT a BBB Accredited Business.

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CenturyLink is NOT a BBB Accredited Business.