Telephones
CenturyLinkThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Telephones.
This business has 2 alerts
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 ComplaintThe 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:05/10/2025
Type:Service or Repair IssuesStatus: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 service at century link at ******************************************************************************* and had moved out in October 2024, I had requested to transfer my service and century link confirmed they didnt service my new address in *******, accordingly I wanted to cancel. I now realize that centurylink is still been attempting to bill me since then. I reached out to centurylink and they stated I would have to pay $400-500 past due in order to cancel despite moving and attempting to transfer my service.Business Response
Date: 06/09/2025
To whom it may concern:
CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr.*********.
Upon review:
The call made mid-October *************************************************************************** the CenturyLink or ********************* area.
There are no internal transfers to the disconnections/retention department or requests to cancel at that time.
As is policy, when there arent any requests for cancelation or services that are in arrears that are suspended and finally canceled for nonpayment, the discretionary policy allows for up to 90 days adjustments,which have already been issued and posted to the account.
This leaves an account final bill balance of $311.04 due with no further adjustments 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
**********************Initial Complaint
Date:05/09/2025
Type:Service or Repair IssuesStatus: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 writing to formally lodge a complaint against ************* regarding an ongoing issue with my service and billing. Since CenturyLink transferred my service to Quantum Fiber, I have been erroneously billed for two separate accounts at the same service address. Despite multiple attempts to resolve this issue, I have not received any satisfactory resolution- only options that would render me without internet service despite $1275 of overbilled payments or that would cancel a fixed payment for life account, offered for taking on the risk of new service in 2019 and recognized by Quantum through emails and chat. When CenturyLink transferred my service to Quantum Fiber, I was assigned two separate accounts for the same service address. This has resulted in duplicate billing and unnecessary charges. One of the accounts is associated with a fixed price for life, I believe this is part of the issue, as I feel I am being forced off the account through nefarious means.Several Chat histories that have been recorded, which will illuminate the confusion and lack of desire from Quantum to seek a resolution.July 19, 2023: July 24, 2023: December 6, 2023: December 8, 2023:March 14, 2025: Impact: The erroneous billing has caused significant inconvenience, and frustration. My husband works from home so I cannot cancel the account where the equipment is registered without significant professional strain. I also believe the transfer to quantum service was clumsy, purposely confusing as to move me off of a contract for life. I have been charged for services I did not request or use, and my attempts to rectify the situation have been met with delays and inaction. Specifically, I have been double billed, resulting in an overcharge of $1275, and I am pawned off to a supervisor through chat or phone and the supervisor never calls me back.Business Response
Date: 06/16/2025
To whom it may concern:
CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms.****-*******.
Upon review:
I only located two accounts that have been established at this address.The original account, ************ 336R, was the account number on the original ******************** billing system. That account number was converted to the ********************** billing system and assigned a new top-level billing account number (BAN) as a prepaid account, *********** (those two numbers represent the same, continuous account), and their Quantum Fiber account, **********.
The original account and the newer Quantum Fiber account were activated and deactivated at the same time, with the last billed invoice for the PPB01056923 prepaid month being November ******************************************************************************* December of 2023.
There is no duplicate or overlapping billing for the two services at this location, and as such, no refunds 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
**********************Initial Complaint
Date:05/09/2025
Type:Sales and Advertising IssuesStatus: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.
When I had signed up for this internet service, I had to put a down payment of $50.00. I was told at sign-up that this money would be refunded if I canceled the set-up for any reason. The service was canceled and I was expecting the refund. I have various communication from Quantum that said the refund was sent but I never received it. I contacted my bank who informed me that the refund was attempted but was never sent was returned to Quantum. I have received a new email stating that I was never charged in the first place therefore I am not entitled to a refund. I can produce the email conversations and bank transactions/messages upon requestBusiness Response
Date: 06/06/2025
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 account shows a payment made on February 1, 2025 and processed. A refund was provided on March 10, 2025. If the customer is claiming a payment was made and withdrawn from his account and he never received the refund, please provide proof that the payment was made and withdrawn from account. Additionally, proof that the refund was not provided on or around March 10.
Again, CenturyLink acknowledges the customers concerns and apologizes for any issues, inconveniences, or poor customer service that may have been experienced.
Sincerely,
***** *.
Customer Advocacy Group
LumenInitial Complaint
Date:05/08/2025
Type:Sales and Advertising IssuesStatus: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 ongoing issues in March with my internet service with Century Link. On March 18 I followed all troubleshooting and diagnostic testing provided by the company. At the end of that process the companys resolution was that the issue couldnt be resolved via these processes and that a technician would need to be dispatched to resolve the issue. On March 19 the technician came to my house and identified that the issue was in the configuration of my line, which could only be fixed by Century Link. He worked with their support team and they fixed their configuration set up and that resolved the issue. I have now been charged $99 for that visit. I have contacted the company to dispute this charge and they are adamant that I must pay it. However, I pay every month for WORKING internet service and I was not receiving that service. I tried doing all self-service steps but the issue was beyond my control and solely on Century Link. Since the issue had nothing to do with me and Century Link is responsible for providing the service I pay for each month, they should not charge me for the technician visit to fix their own issue since it was needed for them to uphold providing my monthly service. Since I cannot resolve this directly with Century Link, I appreciate the help of BBB to help in resolving this issue.Business Response
Date: 06/05/2025
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by SHELESS *****-*********.
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 refunded the trouble isolation charge to the customers account.
Sincerely,
Torren P
Customer Advocacy Group
**********************Initial Complaint
Date:05/08/2025
Type:Billing IssuesStatus: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.
Was told that I had no moving fees from business. As soon as I opted not to upgrade service, an unexpected installation fee was added. The exact fee I was to avoid by not upgrading. Theres shouldnt be a moving fee per the company, yet Centurylink is attempting to charge me for it.Business Response
Date: 06/05/2025
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. Per our findings customer was not charged a moving fee however the current speed they are subscribed to is a bonded speed which requires a tech installation. If customer would not like a tech install they can downgrade to a none bonded speed
Sincerely,
Torren P
Customer Advocacy Group
**********************Initial Complaint
Date:05/08/2025
Type:Billing IssuesStatus: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.
HOLA ME ENVIARON UN CHEQUE CON EL NOMBRE EQUIVOCADO ***** ******, CUANDO TENIAN RECORD DE UNA QUEJA QUE PUSE AL ******* ATTORNEY GENERAL , POR MEDIO DE ELLOS ME PAGARON ESE CHEQUE MANDAN MAL MI NOMBRE MI ****************************** ME LO REGRESO PORQUE EL NOMBRE ESTABA INCORRECTO SE LOS REGRESE ALA DIRECCION QUE APARESE CHEQUE Y HASTA HORITA NO LO DEVUELVENBusiness Response
Date: 06/06/2025
To whom it may concern:
CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms.******.
Upon review:
The CenturyLink accounts payable group was originally tasked with researching this claim and found that initially, the check was confirmed and that the refund check for $1042.01 was cashed in May 2024, and as such, the customer would need to contact their bank to dispute it.
If for any reason this check was returned by the bank, further review indicates that it may have been issued in error and that the customer has been notified as to why. The original credit issued that generated this check was the result of duplicate and overpayments claimed by the customer.
These overpayments or duplicate payments were due to misapplied payments from another customer not made by Ms. ****** to their account.Reversals of those payments have posted, and it appears that there Is now a balance owing to CenturyLink of $932.65, and no refund is due.
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: 06/06/2025
Complaint: 23304990
I am rejecting this response because: I DON'T HAVE ANY PAST DUE WITH CENTURYLINK, I DONT HAVE ANY SERVICES WITH CENTURYLINK BEFORE THE CENTURYLINK SEND ME A CHECK THE ARIZONA ATTORNEY GENERAL ASK ABOUT THAT CENTURYLINK NEVER TOLD ME I HAVE A BALANCE OF $ MY ************************ RETURN ME THE CHECK UNDER ***** ******, I ALREADY SEND THE CHECK TO LUMBER . I WENT TO ************************ THEY TOLD ME HE RETURNED THE CHECK THEY NEVER CHARGE THAT CHECK , LUMBER NEEDS TALK TO ************************ AND REPORT FRAUD BECAUSE I NEVER RECEIVED THE MONEY PLEASE I NEED MY MONEY THANK YOU.
Sincerely,
***** ******Initial Complaint
Date:05/08/2025
Type:Service or Repair IssuesStatus: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 continue to receive numerous calls from numbers associated with this carrier. My number is on the do not call registry b it despite it being on the registry, everyday Im still receiving phone calls. One call I received was at 11pm. I dont know what more can be done to stop these spam calls but its beyond frustrating vat this point.Business Response
Date: 05/30/2025
To whom it may concern:
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Asia *****. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
Upon review, I added the phone number to the *** Repository.
CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
Sincerely,
***** *.
Executive Office Case Manager
Customer Advocacy Group
**********************Initial Complaint
Date:05/08/2025
Type:Customer Service IssuesStatus: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 have had no incoming phone service since 4-15-2025. Have called customer service and they scheduled repair service 4-21, 4-23, 5-6 and all have been cancelled. The next repair service is scheduled for 5-20, I do not believe that will happen. They sent a message that our telelphone service has been ported out to *******, which we did not authorize and is completely illegal. They said if we did not authorize this to call customer service. I have called them many times and spent hours on the phone to get the problem resolved. Still no incoming calls and no repair. What kind of company is this to be so irresponsible to a customer of many years? I called corporate and that just kicks you into the same customer service number. ************ . Could you help me to get this problem resolved? I feel that I have been running in circles. This is unacceptable of Centurylink. Thank you.Business Response
Date: 06/06/2025
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 phone number was released and reactivated with CenturyLink.
CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
Sincerely,
***** *.
Customer Advocacy Group
LumenInitial Complaint
Date:05/08/2025
Type:Product IssuesStatus: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 a customer of ********************** for many years. In Feb of 2023 our office flooded with ****** gallons of water from a busted cap that was defective from the manufacturer. We had to tear out walls and floors and still aren't back to where we started. Ever since then we have not been able to have a phone line as it just wasn't useable. I never thought to call in and let them know. I recently decided to check into this since we literally just got floors installed. I kindly asked them if I could possibly get a refund for at least the last year since we have not been able to use the phone line not even plug it in, they said that in order to get a refund I would have had to call in a repair ticket at the time of the flood. Why would I do this if I couldn't even use it and honestly that wasn't even on my mind as getting our furniture out and having a company come and clean up was more important than calling CenturyLink to ask for a repair for a phone line that would not be able to be used even if fixed because of the condition of our office at the moment. This is beyond ridiculous to me as they can clearly see I did not use the line. At least work with me here on something rather than trying to say they can't even refund me for a tiny bit because I did not call in a repair ticket. I would like a refund for a least the last year. I have proof that I can provide showing the flood date and information on other installs if need be to show that all we have used is the internet because this is a business and we needed that to survive while we waited on the ability to get the walls installed and fixed and also the flooring. I asked a few times to see what the cost for the phone line was and they could not tell me. But I am assuming its around $25-30 a month that I have been paying for no service. So while I would like $720 back for all the months I paid for it and not having service....I would gladly take at least $360 for a years worth of non service that I paid for.Business Response
Date: 06/09/2025
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 refunded the last three months of phone charges. Per our subscriber agreement a customer can dispute charges up to 3 months of charges.
Sincerely,
Torren P
Customer Advocacy Group
**********************Initial Complaint
Date:05/07/2025
Type:Product IssuesStatus: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.
They refuse to refund monthly credit for service already payed. Billing cycle starts 2nd of the month and I cancelled service on the 6th. They said I will have service till the end of cycle and will not provide refund.Business Response
Date: 06/05/2025
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. Our records indicate Refund for $67.26 has already been issued.
Sincerely,
Torren P
Customer Advocacy Group
**********************
CenturyLink is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.