Business Profile

Telephones

CenturyLink

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

3,961 total complaints in the last 3 years.
1,525 complaints closed in the last 12 months.

If you've experienced an issue

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:05/20/2025
Type:Service or Repair 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.
My Mom is 90 years old. Her Century Link land line has not worked since April 19, 2025. Ticket 0493955/RX846128548 was opened on April 20. ************ is the main phone number people use to get in touch with her. Most do not know her cell phone number. Yes, she has a cell phone, but she struggles with it. She doesnt understand how to retrieve voice messages and most of the time she does not hear it ring, it is often buried in her purse or in need of charging. Her landline is her main form of communication. We have set up multiple service appointments. She gets a confirmation of the appointment text and maybe a we cannot set a 4 hour window , but we are coming text and then nothing. Later when I check the app for her it says either we missed the appointment or you missed the appointment and please reschedule. The reschedule link does not work, it says to chat or phone to speak to an agent. Every agent has said they are going to own the experience , obviously they are readingg from a script and some to need to improve their English skills. No one has been able to give us an answer as to when the phone will be fixed. Some say we need to home for the appointment others say no, the problem has been identified and it is not at your location. We have been told that it is a wet cable and the county manager and a cable expert now have the ticket. There is no ETR available and there is nothing they can do, since the ticket is now at the local level. Appointments have been scheduled and after that there is NO communication with the customer and no one shows up. We were told yesterday May 19, 2025, that the earliest it could be fixed was today by a manager who talked to dispatch. It has still not been repaired.
Business Response
Date: 06/19/2025
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.

CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced. We have verified the service has been restored as of 6/16/25 and the necessary out-of-service credits have been issued.

Sincerely,

Torren P
Customer Advocacy Group
**********************
Customer Answer
Date: 06/19/2025

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:05/20/2025
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.
late fees that they charges for Bill(December) which I never received. When Jan. **** came, thats when I found out I never received Dec. ***** I pd ****** for ********* ***** I disputed the late fee, after I explained, it was not my fault, Im never late with my payment. I also asked for them to check my payment history, and the fact I send my bills out upon receiving them. You will see when I send the bills I received in Feb, March, April bills that the bills were paid on time. I just refused to pay for the late fees because Centurylink originated the Late fee of *****. In my experience, reputable companies would have credited the late fee. No, even though they received payments on time, each month they added another *****, so now they charge a late fees, when Im not late. It is the 20th of May and I have yet to receive my bill, of which I was told is ******, of that ****** are late fees added each month since January. I talked to a representative and told them, it should not have gone this long, if they credited the original ***** late fees. I am not responsible for late fees. Im enclosing a email I sent to Centurylink Headquarters on May 12, 2025 explaining this ongoing problem which I want to resolve. Im contacting my Credit Card to pay Centurylink today, $130.85, minus ****** late fees. Since I havent received bill for May, todays payment will be received in time, I want no new late fees and the ****** late fee charges credited.
Business Response
Date: 06/18/2025
To whom it may
concern:

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

Upon review:

It is the customers’ responsibility to keep track
of all their CenturyLink invoices and alert CenturyLink to any discrepancies with their bill. This applies even if that’s due to simply
missing, misplacing, or not receiving their bill.

The bill was sent as it always has been, but
once it’s sent, that is the last that CenturyLink would know anything about it
unless notified, by the customer, to the contrary.

Late fees apply to any balance carried forward
regardless of whether that is due to disputed charges, late fees, tax surcharges, etc.

I reviewed the payment history and found that except
for the December 2024 and the January 2025 invoices that were paid late, the
remaining late fees were assessed because the late unpaid late fee balances were
not paid in full, which resulted in a balance being carried forward.

Unfortunately, the computers that read this do
not differentiate between one type of balance to another, only that there is or is
not a balance carried forward.

As a courtesy to the customer, I have issued a
partial adjustment for the late fees charged and sustained only the two that were
a result of the payments being late on the services themselves.

That adjustment is for $136.00, and while it has
been applied to the account, this will not be updated in the customer portal
until the next billing statement goes to print.

In some instances, due to the timing of when an
adjustment is issued (specifically in this case where the bill date is three
days from the bill print date), the adjustment can skip a cycle, and it will
apply to the very next bill.

It is important to pay the invoice they receive
and not to pay in anticipation of the adjustment issued.

Not paying the invoice in full will cause the balance
to be carried forward and late fees charged.

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:05/20/2025
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.
5.20.25 On Friday May 9, 2025, my home landline was broken: no calls out or in. At the very same time, the internet connection was broken, restoration promised within 24 hours.Internet restored. I waited a day more for the phone service to come back. Nothing.The next day 5/13 I began calling Century Link Repair to have a technician come to assess and restore service. Daily. In summary, after hours of seeking a solution with customer service and repair services, and multiple no-shows and impressively inefficient communications with Century Link, and days of missing work hours, it is clear that Century Link can not respond to customer requests for service.This ********************** corporation is not committed to doing better business with its paying customers.I do not know if or how ******************** can assist in finding a solution. Can you help?I am close to terminating my phone service agreement with Century Link.
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, the repair ticket was missed multiple times due to work load and available resources. The service was restored on May 22. I have issued a credit for the time without service.

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

Sincerely,

***** *.
Customer Advocacy Group
Lumen
Initial Complaint
Date:05/20/2025
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.
I attempted to leave my internet service provider of over 10 years to go to CenturyLink. My install appt was approximately a week out, on 5/19. I was told 8-5 initially and then told 1230pm-430pm, i waited at home, taking time off all 3 of my jobs to wait for my install. I contacted **************** at 5pm when i saw the technician pull up out front of my house and then leave. I was told my order was still pending and i had to wait untill 730pm CST. Mind you, that makes 11 hours waiting at this point. At 7pm, still no call, no email, no techncian, so i reach out to customer service again, for them to tell me i have to wait more, they are still coming. Then, 20 minutes later, i get an email saying my appointment was "missed" and i need to reschedule for 9 days later after I already cancelled my previous services, and i work from home. I called customer service today, spoke to a very useless *** who had me on hold for a supervisor for over 20 minutes to tell me there are no supervisors available, and they will call me in ***** hours, and they cant come back out to install for at least 9 days, causing me to potentially lose my job due to no internet. They bait you in, lie to you, and then ghost you for appointments, zero accountability, no supervisor to escalate situation, i just take a loss of 11 hours of work yesterday, and now have to try to restore my previous internet that i already returned equipment for because i trusted centurylink. The entire thing is a joke, the customer service, the installation, the supervisors and the customer is the one that pays the price.
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, the installation ticket was scheduled for May 19. The technician was unable to complete the installation due to heavy rain and lightning. The customer canceled her service order the following day.

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

Sincerely,

***** *.
Executive Office Case Manager
Customer Advocacy Group
**********************
Customer Answer
Date: 06/13/2025

Complaint: 23353942

I am rejecting this response because:

There is zero accountability in the issue at hand. I waited at home for 11 hours for a ticket, to the point that I watched the truck pull in my apartment complex, only to turn around and leave. I reached out to customer service and Technical support twice, both to which I was assured that they were still coming, and I had to wait even longer. Then about an hour after I got off the phone with them, the ticket was canceled, stating rain and lightning, as if that couldnt have been communicated hours before to avoid the waste of my time. I was then told they couldnt get me in again for 12 days after I already cancelled my prior service and I work from home causing mass disruption in my employment and schedule. Not one attempt was made to apologize, no supervisor returned my call as requested, the entire setup and customer service was a joke and the response solidifies how little they care about their customer.
Sincerely,

****** ******
Initial Complaint
Date:05/19/2025
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 am writing to file a formal complaint against CenturyLink regarding their deceptive and unethical business practices related to internet service and equipment ******** September 2024, I purchased a $200 modem directly from CenturyLink under the impression that doing so would reduce my monthly bill by eliminating the $10/month equipment rental fee. I was not informed at the time of purchase that CenturyLink would cease offering service to my address within a few ********* May 2025, my internet was unexpectedly disconnected. When my husband contacted customer service, we were told that service was being canceled and I had used my own modem for a yeara claim that is factually incorrect, as I only purchased and began using the modem nine months ****** no point prior to the disconnection were we notified that service would be discontinued. We were simply told, without warning or justification, that we must now switch to Quantum Fiber. After reluctantly signing up with Quantum Fiber, we were told by another CenturyLink representative that we could have kept our original CenturyLink service after all.This bait-and-switch approach has left me:Without the $130 value I expected to save by buying my own modem Holding a $200 modem that is now useless Misled by multiple representatives offering conflicting and inaccurate information CenturyLink has refused to issue a refund or accept the modem return, despite the fact that this entire situation resulted from their failure to disclose critical service changes and misrepresentation of service eligibility.This conduct is unacceptable and amounts to consumer fraud and misrepresentation. I respectfully request that CenturyLink issue me a refund of at least $130 to account for the loss incurred due to their misleading practices and sudden service cancellation.
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, I have applied a credit of $141.05 for the modem the customer purchased and is no longer able to use less than a year after purchase. A refund was sent on June ************************************ 7-10 days.

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
Customer Answer
Date: 06/13/2025

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:05/19/2025
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.
I cannot get a refund or prorate for internet service purchased through Quantum Fiber a Century Link company. I moved out on 05/14/2024. I got notification that the service renewed on 05/19/2024. I would like a refund. I can not contact a real person to talk to resolve this matter.
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 Gage Allen. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

Upon review, the customer deactivated his account on May 19. The last payment made was on April 27. Quantum Fiber does not prorate the service. No refund is necessary.

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

Sincerely,

David B.
Executive Office Case Manager
Customer Advocacy Group
Lumen
Initial Complaint
Date:05/19/2025
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.
On 03/11/25 CenturyLink was to install internet services at a home I had recently purchased in ******, ****. The installation never happened, as it was discovered that the home was/is wired for MediaCom. Since that date Ive received erroneous billing statements and delinquent notices. Ive spoken to several CenturyLink representatives, and after difficult and timely attempts to get this matter resolved, It has been verified on several occasions that I owe CenturyLink nothing; but, they owe me reimbursement for the deposit I paid. Still, yesterday, Sunday, 05/18/25, I received another email from CenturyLink stating t owe ***** on a closed account. *** never had an open active account with **********************, as their services were not ************ like to receive reimbursement for the deposit paid, and have all erroneous billing statements stopped. They list 9950 as being the last for numbers of an account I never had.Thank you and I appreciate your assistance
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, a refund was sent on June 10. The customer should receive it 7-10 business from that date.

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
Customer Answer
Date: 06/16/2025

Complaint: 23348337

I am rejecting this response because:
Again, I received email statements saying I have an unpaid balance of ***** with CenturyLink on 6/7, 6/8, and 6/9. Again, I contacted CenturyLink and it was verified that I dont owe CenturyLink, and I was told that they mailed me reimbursement for the ***** deposit I made on 5/16/2025. I have not received reimbursement for the deposit made. CenturyLink was never in installed in my home. I would appreciate it if CL would stop activating erroneous billing statements, and reimburse me the ***** deposit I am due.
Sincerely,

******* *******
Business Response
Date: 06/25/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review any issues or concerns relating to the initial complaint and subsequent rebuttal submitted by ******* *******.

Upon review: The customer received credits for the balance on the account as well as the $50.00 deposit paid. The refund check was sent on June 12. As previously mentioned, the check may take up to 14 days for the customer to receive.

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

Sincerely,
***** *.
Executive Office Case Manager
Customer Advocacy Group
**********************
Initial Complaint
Date:05/16/2025
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.
I had complained a year ago about internet service at another location and when my complaints began my service issues started.I finally gave up and moved and now I have been living at another address for a month now and after multiple attempts to move my service I have had nothing but frustration.Any attempt to communicate is sent directly to an automated digital circle that only allows me to make another appointment where I am told I must take another day off to wait from 8:00 to 5:00 only to find that after they leave the service no longer works.This level of incompetence can only be intentional and I am being *********** is the law that my business must have a phone number but what protects me from the phone provider?In addition there are abandoned phone lines hanging from the pole that have been caught in the mower and are now a hazard, I made an appointment and no one ever showed up.I have just made another appointment because my service is now a fax tone and I dont have a fax machine. So now I wait another week and I dont believe they will show up at ******* am I reimbursed for all this time off waiting for nothing.I just want them to do the job or stop charging me for service I dont have.Stop forcing me to make appointments for services they dont intend to provide.
Business Response
Date: 06/12/2025
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, the customer has a technician dispatched on May 23 who repaired the aerial service wire. I have issued a credit for two months of service due to the issues.

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

***** *.
Customer Advocacy Group
Lumen
Initial Complaint
Date:05/15/2025
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.
I called Century Link to dispute being overcharged on our invoice Act#*********. I noticed a charge for a line that was NEVER activated or in use *************). A report of all activity will show there were no calls to or from this line. There were several noted requests to remove this line from the bill. The number stayed on the bill when it was inactive and undisclosed in some of the invoices. Just like ***************, Century Link takes advantage of vulnerable people adding fees for years resulting in $55.22/month or $662.64/year. When trying to fix this error they all shifted the blame to the next department, transferring & dropping my call like a game of hot potato. I spoke with the following Century Link employees May 8th, 2025:****** - ***** ***** ****************** 9:28am for 28 min. Claimed she couldn't help, transferred to billing Baryl ID#************ am for 57min ****** sometime between 10:56 am and 11:00am call was disconnected Arc ID#AD52946 11:00am for 34min customer service transferred to repair **** ID#JXRODRI (included in the 34min) Repair said that I was transferred to wrong department ******* (included in the 34min)******** ID#*** **************** 11:35am for 53min couldn't resolve the issue herself transferred me ***** ID# ******* (included in the 53min) call was disconnected.**** refused to offer ID 12:29pm for 57min I was promised call backs but never received one. I was told by employees they're obligated to call back customers in general, so this negligence shocked me. I was promised a resolution by supervisor "****" ID#************ pm for 46min. Offered refund for 3months which was unacceptable, refused, was blatantly lied to. May 8th over 4hours no resolution.Complaints to Century Link took place and were recorded the following dates: Jun. 30 2016 Nov. 13th 2019 May 2022 Sep. 2022 Apr. 10th 2023 Apr. 17th 2023 Apr. 20th 2023 May 3rd 2023 May 10th 2023 Jun. 17th 2023 Feb. 2024 May 6th 2025 May 7th 2025 May 8th 2025 Please Help
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, there have been no requests to remove the line in question. The customer is responsible to know what they are paying for and if they have a discrepancy, they need to contact Lumen before the charges reoccur. Unless the customer can provide proof that he requested to remove the line years ago, the charges are being sustained.

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
Customer Answer
Date: 06/14/2025

Complaint: 23335430

I am rejecting this response because:
Complaint: 23335430

I am rejecting this response because: it was relayed to me by **** ID#******* that there were notes on my account that indicated a call was made to customer service and billing department about the bill. **** from repair ID# JXJODRI on a recorded line admitted that the line should not be charged for because it wasn't active and sympathized with my situation trying to dispute the terms of the contract saying if the line is active it can be charged for and that there was a situation where the customer was being taken advantage of because of their age and the billing information was not in plain sight on the bill it was hidden in the back. There were over 13 calls made for support from your company because the offered services were not being provided. Also both my and your notes will show the supervisor offered at minimum a 3 month refund. I was promised a call back multiple times and never received one even though the complaint was still active. The "manager" never called back not once. Each department was unable to resolve the issues or answer my questions and even after requesting a supervisor and manager I was denied that right. Arc ID # ******* on a recorded line gave me the promise that their supervisor ****** would call me and they never did. No one could connect me with a supervisor upon request.I am NOT satisfied with Century Links efforts. And this blatant over charging resembles other lawsuits brought against companies like *************** for negligent business practices.
My call recording is 24 MB and can not be attached under these requirements if you give me an email I will gladly send additional evidence.

Sincerely,

****** ******
Initial Complaint
Date:05/13/2025
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.
I am filing a formal complaint against CenturyLink (Lumen) due to misleading advertising and an apparent breach of a long-standing pricing agreement.Several years ago, I signed up for CenturyLinks Price for Life internet plan a widely promoted offer guaranteeing that my internet rate would remain locked in for life, regardless of other services. This was the only reason I chose to stay with CenturyLink long-term.Recently, when I contacted CenturyLink to cancel a phone line and return an unused modem, I was told my internet price would increase. This directly contradicts the original Price for Life promise. At no point during sign-up was I informed that this rate was contingent on maintaining bundled services. This feels like a bait-and-switch tactic to pressure customers into keeping services they no longer need, or face a rate ******* support my claim, Ive included links to two news segments where CenturyLink publicly advertised the Price for Life offer:ABC11: *******************************************************************************************: ***************************************************************************************************************************** These publicly aired ads make it clear the pricing was intended to be permanent and not tied to bundles. Their refusal to honor this agreement may violate FTC advertising rules, *** broadband transparency requirements, and state consumer protection laws concerning false advertising and unfair billing.I am requesting:That CenturyLink honor my Price for Life internet rate;That I be allowed to cancel other services without penalty;That CenturyLink clarify its terms publicly and cease deceptive billing.Thank you for your time and assistance in holding CenturyLink accountable.
Business Response
Date: 06/10/2025
To whom it may concern:

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

Upon review,

This issue has already been escalated to the *** 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
**********************

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CenturyLink is NOT a BBB Accredited Business.