Complaints

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

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  CenturyLink

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

• 

  CenturyLink

  1025 Eldorado Blvd Broomfield, CO 80021-8254

• 

  CenturyLink

  650 Denton Blvd NW Fort Walton Beach, FL 32547-2113

• 

  CenturyLink

  5300 Recker Highway Auburndale, FL 33823

• 

  CenturyLink

  630 N Wymore Road Suite 300 Maitland, FL 32751

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:05/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed on my centurylink bill in May 2024 that my bill had jumped up $14.99 a month. Apparently they had added a service that I did not order to my bill some time before that (they do not show any payments or bills more than 1 year old on their website, nor let you look them up.)I asked them what the story was and they said they automatically added a "Centurylink @Ease" service to my account in June 2023. (They don't allow you to view bills from this period). I asked them to remove the service, especially since their web site indicated this service wasn't actually usable and was no longer offered, but that they would not automatically remove it, and quote "in my contract it indicates that billing errors are the responsibility of the customer and ********************** is not responsible for errors in billing more than one month out." (Is this even legal?)So.... paid for the service for 10 months and got a one month refund.This worked for 2 months, and then guess what? They added the service back again, without my noticing for another month (due to autopayment and my wife's death, I wasn't paying that much attention.) I noticed it was back, called customer support, and told them to cancel the service again and now I really wanted credit all the way back. They refused, of course. My responsibility to fix their error again. I told them I wanted to talk to a supervisor, who they said would call me back, but I never got a return call.This is obviously slamming, which centurylink has already been sued for in 2 class action suits, and lost both times. Doesn't seem to prevent them from continuing to it.I want my 11 months of $14.99 refunded to my account.(Note as well they upped the price of my services 3 times during this period, without notice and without any improvement in service, from $50 to $65/mo).They told me they could only give me 1 month's credit (which they did).I have included the billing history and chat transcript from the first chat.

  Business Response

  Date: 06/05/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr. ********************* review:
  
  The feature noted in the complaint was removed in June of 2024. While some services have an offer end cycle, that is not the same as services or features being discontinued. When a product or service is slated for end of life, customers are advised accordingly.
  
  Notations indicate that the customer called in and requested the feature be removed, and an order to remove it was issued and completed as scheduled.
  
  All charges associated with that feature have been adjusted automatically, 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
  **********************
  

• Initial Complaint

  Date:05/06/2025

  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 formally filing a complaint against CenturyLink for misleading information and an unresolved $150 refund. Ive been a customer since 2021. The service was often unreliable with slow speeds and frequent outages. I work from home, so a stable connection is essential. In 08/24, after a many severe outages causing me to lose over $200 in income, I contacted them before switching companies. A *** told me faster speeds were finally available with a $150 tech fee for fiber optic installation. I agreed. However, on the day of the appt, the tech called to say fiber optics were not available and he would not be coming. He clearly stated I would not be charged $150, instead could be upgraded to the next service tier remotely, a *** would do this with a push of a button. I agreed. I was still billed the $150. I called to dispute and was told the charge was valid because their records showed a tech visit occurred. I explained this was incorrect and that the tech said no visit would occur and no charge would be made. Everyone was dismissive and unprofessional. A supervisor insisted I would be charged regardless of what I had been told, due to an upgrade occurring. I paid the $150. Afterward, service worsened further. I canceled service in Nov 24. During cancellation, a *** was empathetic and promised I would be refunded the $150. I followed up on 1/21/25, and was told I was charged $72.01 in error for Dec. I was promised both refunds. I only received $72.01. I called again on 2/20, 2/27, and 3/25, and was told each time the $150 refund was issued and was now escalated. 4/25, I called once more and this time a *** and supervisor were abrupt and unwilling to assist, stating I would not receive the refund, regardless of past promises and told me not to call again. I only continued to pursue this because I was promised a refund and trusted CenturyLink to honor that commitment. I am respectfully asking the BBB to assist me in resolving this matter. Sincerely, ******** ********

  Business Response

  Date: 06/04/2025

  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 applied a credit of $156.45 and a refund check was sent on June 4, 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

• Initial Complaint

  Date:05/06/2025

  Type:Customer Service 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.

  Our telephone at our house has been out of service since April 17th. It is now May 6th. *********** has texted us several times that they are sorry for the inconvenience but will get the issue resolve as soon as possible. Those texts came in the first week. They have since stopped and we are sure that they have forgotten us and our telephone service.We would like to have our service restored as well as not being billed for the number of days the service has been out of order. Service in the past has been extremely poor and this is not something that is out of the ordinary for this sh---ty company. We need a land line for emergency situations as our cell service is spotty and occasionally we have power outages that take out the telephone service as well.

  Business Response

  Date: 06/05/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr. ********** 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:
  
  The services in this area are impacted by a substantial cable failure impacting customers in or around the address noted in this complaint.
  
  Currently, the expected ETA is tentative for June 6th.
  
  Adjustments to an account impacted by outages such as these are adjusted when requested by the customer.
  
  There isnt a way to pause billing or, in the event of a prolonged outage, any way to determine credits due until such time as the issue is resolved.
  
  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

  Customer Answer

  Date: 06/06/2025

   
  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:05/05/2025

  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 have contacted this business twice in the past ****************************************** advertisements for their services. They will not stop. I ***** asked them nicely to stop. I tried sending them ANOTHER email today, but their email address is no longer on their website - instead it directs me to a chatbot who says it can't help me. I want this business to stop contacting me - they're wasting paper and wasting my time. The address I'd like removed: ****** ******** ***************************************

  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 ****** ********. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review, I have added the address to the *** Repository.
  
  CenturyLink understands the customers' concerns and apologizes for any problems or inconvenience they may have encountered.
  
  Sincerely,
  
  ***** *.
  Customer Advocacy Group
  Lumen

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am fighting incorrect late fee charges that started with my October 2024 bill. According to my bank records, I made the payment before the due date of the 15th-10/11/2024 to be exact. For whatever reason century link did not process it until AFTER the 15th-10/17/2024- creating a late fee. I have continued to make only the $35 per month payments on time. The late fees have been accumulating due to this! I have contacted century link since the October 2024 bill. I have gotten no where!! They refuse to listen nor acknowledge my bank evidence showing when I made the payment. I went so far as to contact century link with a representative of my bank on the line with me. On this call they offered to waive all late fees if I went with auto pay. I asked the century link representative, why would I trust century link with my personal bank information when I can't trust them to process my payment before the due date?? Now, they claim they can't waive all late fees only one!! The recent representative claimed last month-April 2025- three late fees were waived. Further in the conversation that representative changed their story to one fee was waived last month!! Then further on, they stated two fees were waived! So I asked, which is it, one or three fees waived?? They stated two. This was the most ridiculous menagerie of confusion and conflicting statements!!! I have saved the conversation transcripts of the chat messages. I have six chat transcripts saved from when I messaged them online. They are a ridiculous company and refuse to accept anything!! Due to this, I feel they want to push me out of my "price for life guarantee"!! What it boils down to is, they are right, the customers are wrong and they can do whatever they want!!!

  Business Response

  Date: 06/04/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Ms. ****************** review:
  
  Payments are processed upon receipt, prior to the end of business on that day. Any balance carried forward that is unpaid will result in a late fee being assessed. It is the customer's responsibility to review and contact CenturyLink when any billing or discrepancy occurs.
  
  Prior engagement by the customer with ********************** as to the late payments charged and the reasons why has already been provided.
  
  As a courtesy to the customer, all late fees that could be credited have already been adjusted, and no further adjustments are warranted.
  
  The customer may want to enroll in the automatic payment service provided by CenturyLink to ensure payments in full are made on time.
  
  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:05/05/2025

  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.

  I have been a CL customer for a few years now. Normally the service is excellent but I have now been slow for nearly 2 weeks and using a hotspot while periodically checking back with CL. This is the longest this system has been like this. I was online a few days with your ******** page chat reps,,,,,,they seemed to be doing some testing and then told me they could send a tech out to look in person but this trip could cost me 90.00,,,,,,I had already been down nearly a week and dont think that I should need to pay more than the ***** im already paying per month. I just hope to get this service running again. ********** Wy *****

  Business Response

  Date: 06/04/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by Mr. **************** review:
  
  When outages occur, they are treated on a common cause repair ticket. This is because all customers impacted downstream should recover services when the outage is repaired.
  
  If a customer insists on a dispatch, it is a required disclosure that they be informed of that should there be no trouble found other than what has already been reported, a $90.00 no trouble found trip charge may apply.
  
  The customer declined, and no fee was assessed.
  
  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:05/05/2025

  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 was sold a price for life for fiber internet service. Centurylink tried increase the cost to $75 in 2023. I called and reminded them I have price for life service. They agreed and did not increase the monthly cost. In 2024 Centurylink sent a letter of an increase but when I called to remind me I had price for life they disputed it. I've been trying to get the price back down to the contract value. When I entered the contract I asked for something in writing but Centurylink would not provide it but on the call the sales *** assured me i had the price for life offer.

  Business Response

  Date: 06/03/2025

  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 has verified that you did not receive the Internet MRC increase on May 5, 2023. However, after further review, this account does not have an active CenturyLink Price for Life offer. Instead, the account is subscribed currently to CenturyLink ************************* at up to 940 Mbps which does not include protections against future Internet MRC increases. You agreed to the terms and conditions of the current plan on November 27, 2020. As a result, CenturyLink has determined that your account may be subject to future Internet MRC increases.
  
  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

• Initial Complaint

  Date:05/04/2025

  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 have had an account with ********************** since *********. Last year I moved to my new residence and requested that Century Link move my services like they had done three other times before. However, this time, Century Link failed to give me a working phone line but went on to continue charging me for the service, which included International Calls that I never made because I never even had service. I have had several discussions and long winding calls with Century Link attempting to have them fix the problem. A couple of months ago, my internet service disappeared and I was sure they had disconnected my services because I had refused to pay the phone part of the service and demanded that it be fixed. I did not hear from Century Link until about a two months later. They were leaving me messages about an unpaid bill and threatening to withdraw my services. I told them that I had already gotten the services of another provider because I did not have their service and was therefore not using it. They stated that service had been turned off in my area at the time, my service had not. I have asked CenturyLink to correct my bill by removing all the charges for the phone service I have never had. Remove all penalties for the period I did not pay that amount and not charge me for services I have not used since January - February this year. They continue to call and insist that I pay them. Since they are unable to reason with me but insist on having long tiresome and time consuming conversations on the phone, I am already feeling harassed. I just need them to get someone to resolve this issue, **** me for what I owe them as of the end of December 2024 and leave me alone.Thank you.

  Business Response

  Date: 06/02/2025

  To whom it may concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******* SHAMEMBO. 
  
  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 service was still activte and disconnected on /27/25 for none payment. Customer informed us on 9/20/24 that phone service was down and agent informed them that a repair ticket will be needed. Customer informed they are under a lot of stress and wants to be for now. Customer was advised to contact us when ready to issue repair ticket but never did. No record of customer calling in to disconnect service only to inquire about bill.
   
  We have issued an out-of-service credit for 4 months credit since we was informed of service not working however still customer responsiblilty to request for repair ticket and to disconnect service.
  
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:05/02/2025

  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.

  I have been unable to contact customer service to stop ********************* bundled program and yet my billing continues. Century link tells me theyve merged with another company. When I contacted that company they say theyre not my provider and call ************, ************ also says the same and to call Century link. When calling them they either dont answer or dont give options to continue. Unable to get through to customer service or talk to humans.

  Business Response

  Date: 05/29/2025

  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 customer's bill consists of both ********************** services and ******* services, combined and billed as initially agreed to by the customer.
  
  ********************** has offered combined billing for some services as a convenience to the customer. ******* charges are invoiced to ********************** ahead of billing and paid to ******* in advance, prior to the customer paying for the ******* charges on their CenturyLink bill.
  
  The customer has canceled the ********************** portion of those services, which leaves a final bill balance for ******* charges of $97.68. All the charges for services billed to date are valid, including the final billing for *******, and no 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
  ********************** 

• Initial Complaint

  Date:05/02/2025

  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 home phone and internet stopped working on April 29, 2025. It took forever to get ahold of someone at CenturyLink to try to resolve the issue. I still have (on May 2, 2025, at 9:10 AM) no service.

  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 L ******* ****
   
  Upon review,
  
  This issue has already been escalated to the *** and our team is actively working with the customer through that case.
  
  ********************** acknowledges the customers concerns and apologizes for any issues or inconvenience that may have been experienced.
  
  Sincerely,
  
  Torren P
  Customer Advocacy Group
  **********************