Complaints

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:10/18/2022

  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.

  On Sept. 9, 2022 phone and internet service with Centurylink was canceled. The phone # ************ was picked up by ********* Xfinity ) on the 9th of Sept. 2022. We went on vacation for 21 days on Sept !6, 2022 and returned on Oct. 6, 2022. In the mail were 2 bills from Centurylink I called and talked to Thrisa and the problem was resolved and bills cancelled i was told. Now Brightspeed ( ****** ) says even though the disconnect was on Sept. 7, 2022 for the phone and internet ( and took place ) that they scheduled the disconnect on Nov. 7, 2022 and i owe late fees and will have to pay this bill and the next. Now you know i am probably not the only person this is happening to. That a company can charge for services that don't exist is beyond my understanding. Could i get some help to resolve this problem?

  Business Response

  Date: 11/16/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************
  
  Upon review, our records indicate a port out request was received on 9/7/22 for **************** telephone number via *** *********.  The *** was dated for completion on 9/12/22. 
  
  ************** also had internet service which was not canceled as the port out request is only related to the phone service.  **************** remaining internet service was established as a stand-alone internet account once the port of his telephone number was completed. Records indicate ************** contacted **************** on 10/18/22 and was advised of this information.
  
  Due to the confusion regarding the disconnection of the internet service as a stand-alone service, as a courtesy, I have credited the internet account in full.  **************** stand-alone internet account, #*********, now reflects a $0.00 account balance.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues and/or inconvenience that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Pronouns: he/him/his
  **************** Case Manager
  Customer Advocacy Group
  ******************

  Customer Answer

  Date: 11/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 14, 2022 I set up ******** services with Brightspeed who was formerly Century Link. The area I live in can ONLY get services from this unprofessional company right now. I changed the plan to be on the safe side and upgraded to 950 MBps. In order to do so I canceled the previous with the agent on the line and was refunded back the old fee. Everything appeared good to go until today, October 17, 2022. While approaching my residence I met a technician. He stated he was there to check the fiber for the scheduled installation on October 18th. He informed me that the lines were good and he relayed that to dispatch. Additionally, he informed me that dispatched told him that the job was abandoned and for him to not come out tomorrow. I asked why/how? He said that was weird because he sees the job in his system ( showed me on his monitor in his truck) and thats why he was there. He told me to call them to see whats going on because it didnt make sense. I wasted 2.5 hours and was transferred to 5 people in ***************. The first 3 put me on hold and back in the que.. The 4th agent finally investigated it and stated that their was 2 names for the service. I verified my address with him and stated I just got the home and do not know what he was talking about. He said he couldnt give the information but the previous person who stayed their didnt pay his bill or return the box. I told him that has nothing to do with me and I need service/why that is not any of my business. He said if I can find the person or the ************** can, that maybe he can turn in the box and I can get service. At that point I became frustrated because again, I should hold no be held liable for services I have nothing to do with. I called for the 5th time and immediately asked to speak with a Supervisor. The agent said that was irrelevant and failed to transfer the call. He agreed it didnt make sense but supervisors are busy and they have one. I Contacted CenturyLink to help.

  Business Response

  Date: 11/11/2022

  Brightspeed will respond to this complaint by 12/1/22.  

  Customer Answer

  Date: 11/14/2022

   
  I am rejecting this response because:No response besides will respond by 12/1/22 was included was the response. So I reject due to nothing was received and I should be prorated for the 2 week inconvenience with this company. My bank had to get involved due to the long period that has passed to provide me the duplicate funds back. 
  
  

• Initial Complaint

  Date:10/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Friday, October 14, 2022 - 3:51, 4:57 An inquiring potential or new customer highly disturbed by the following - Condescending customer service reps, refused to ********************** me to a supervisor/manager. Claimed no sup was available.Refused to pronounce my given name correctly. 2-3 agents, one posing as a supervisor (********)"*****" was the initial rep, he would not allow me to interject.. continued speaking, disregarding customer questions until he preferred to address me. I called back to speak to management, "Acity" (2nd rep, not certain if that's his actual name) didn't want to connect to management either. He proceeded to question why I needed to speak to a sup. Stating, I ONLY wanted to tell on someone. When he did connect me, claiming it was a wait, after about 14 minutes, the next rep or "supervisor" pretended as if she couldn't understand if I was speaking Spanish or English. Then, proceeded to laugh as I expressed my concerns about customer service. I asked her, if she was actually a supervisor. She pretended she was. I was extremely dissatisfied with their conduct. I did NOT complete my transaction. She continued to mispronounce my name. I don't understand why representatives are behaving this way, but *** mentioned they were on recorded calls. For a call to be recorded, these reps didn't seem to have a concern about being reprimanded.I do NOT have an account with Brightspeed (CenturyLink)! I don't know if I even want to open one after this encounter.

  Business Response

  Date: 11/10/2022

  November 10, 2022
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *********************************. In her complaint ************************ states that she was inquiring about setting up service and found that the representatives were condescending and refused to connect her to a supervisor, claiming none was available. She says they refused to pronounce her name correctly and one posed as a supervisor,and they laughed as she expressed her concerns about customer service.
  ****************** regrets that ************************ was treated in an unprofessional manner. Although a supervisor *** not always be immediately available, agents should be offering a call back at the very least. They are trained to ask questions so that customers can be referred to a supervisor in the correct department, such as repair, financial services, or orders etc.
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. At Brightspeed, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been without internet since October 5th. I work from home and have had to travel everyday for over a week to work so I do not lose my job. I have been told on several different phone calls that this outage would be resolved and I am still without internet today October 14th. They have made this very impossible for me to do my job with the equipment needed. I can pack up my laptop and work at a place 20 miles away, but I cannot pack up my big screen, printer or fax to take with me. This also makes it so we cannot connect to Roku to watch shows with the grandkids if they are over or watch something on ******* with there is nothing on normal TV. I have tried to work with Brightspeed to get this resolved and maintained my composure on the phone with them, but I am done. They are saying is should be fixed today, but how am I to really think that is going to happen. Also ask to speak to a manager and was put on hold for quit sometime, then when they came back on the phone they acted like they could not hear me. Which I believe to be a load of c*** they just did not want to talk to me anymore.

  Business Response

  Date: 11/14/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by **************
  
  Upon review, our records indicate an outage was impacting this customers internet service.  The outage was resolved on 10/31/22 and the customer was provided with a 1 month out of service credit by a previous agent.
  
  Further review of the account reflects the customer is receiving over 100% of the full purchased rate of up to 1.5Mbps download speed and 256Kbps upload speed.  The network statistics show the line is very stable.
  
  We apologize for any issues related to the internet service being experienced.  We recommend reducing the number of devices accessing the internet at the same time as this will have the most impact on providing a better internet experience.  More details can be found at https://www.brightspeed.com/help/internet/troubleshoot-slow-internet/,especially under item #2.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues and/or inconvenience that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Pronouns: he/him/his
  **************** Case Manager
  Customer Advocacy Group
  ******************

• Initial Complaint

  Date:10/14/2022

  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.

  10/2 Power outage in area and caused modem to quit working. 10/3 called and spoke to rep from Bright speed and a new modem would be overnighted to me, and because I was leasing one no further charges. 10/4 no modem received. 10/5 called and was informed by a supervisor that they do not offer overnight. Agree to upgrade package, no modem charge and waive next bill and bill would remin same price for next due payment. The modem will be sent and should be delivered no later than Monday 10/10. Per supervisor early as the weekend but no later than Monday. 10/10 around 3-3:30p no modem so called and spoke to another rep. *** was kind and ensured no charge for modem and again no payment for the month. Modem was back ordered, and I informed rep I was not notified or informed and was waiting. The rep also stated the improved upgrade a person would be out on 10/24. I was unaware I even needed someone to come out to do this when I was previous told of the upgrade from the supervisor. I chose to cancel the upgrade and asked for modem to be sent. The rep stated I would receive modem 10/12. On 10/12 no modem. Received email stating expected delivery 10/11, but nothing received. I had a tracking number on 10/12 however no info available. Today there is a tracking number and says delivery for Friday 10/14.My issues: no modem, too many transfers to too many ***** **** feature not reliable or helpful, long wait on response for **** feature and long wait for calls 20 plus minutes and longer. Supervisors never available. I asked to speak to someone over supervisor and rep said not possible. I work from home and unable to complete all my work. I had had to use extra gas in my car to get to office or somewhere for internet, i have had to pay to add more wi-fi to my cell phone to have service to **** with them, do my work, and even send this. I have been without use of service since 10/3. I have no resolution as of today 10/13/2022 and unable to reach anyone to do so.

  Business Response

  Date: 11/11/2022

  Brightspeed will be responding to this complaint by 11/30/22

• Initial Complaint

  Date:10/14/2022

  Type:Order 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.

  Company hired a third party tech support line overseas that lies about the status of an order and claims it has been shipped with no proof. No accountability. When asking for the supervisor or to speak to a technician in the area they say we dont have that information. This company took over Century Link and has been a disaster ever since. No transparency at all. 3 times they have said that a modem will get here the day after calling and if it doesnt to call back. After calling back they say that it hasnt been shipped and then after complaining they claim it has been shipped and will get there the next day. Have heard the same excuse countless times. Call back everyday its not there. Havent had internet for over 3 weeks. Tech support worker says they cant send a technician or give any contact information to anyone above them because they dont have it.

  Business Response

  Date: 11/09/2022

  November 9, 2022
  
  As of October 3, 2022, ****************** is a Brightspeed customer.Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************************. In her complaint ****************** says the company hired a third-party tech support line overseas that lies about the status of an order and claims it has been shipped with no proof. She says when asking for the supervisor or to speak to a technician in the area they say they do not have the information and three times they have said that a modem will get there the day after calling and to call back if it does not.
  Brightspeed regrets any issues ****************** has experienced with her internet service, getting a modem sent to her, and getting a technician dispatched. Records indicate that the service is working, and it is stable. Tech Support agents do not have local technicians contact information; their job is to perform troubleshooting steps to determine whether or not a technician dispatch is needed. They should be able to request their supervisor call back a customer when requested.
  
  Regarding the modem, agents are providing the information that is shown in the records. Brightspeed s vendor ships modems through **** According to their records, *** delivered modems to ***************************************** on three separate occasions: on three separate occasions: September 23, 2022 (garage), October 20,2022 (front door) and October 24, 2022 (front door).
  Brightspeed acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed

• Initial Complaint

  Date:10/14/2022

  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.

  Ive placed 2 orders attempting to establish internet service with Brightspeed. The first install date was 9/27/22, and the technician notified me fiber service wasnt available at my address. Only CenturyLink internet (which was previously active by the previous homeowner). The technician also stated half of the subdivision was serviced by fiber and the other half was not. My address is in the portion that is not serviced by fiber. He directed me to contact CenturyLink to have the the non-fiber service activated since it was just disconnected by the previous owner. I called CenturyLink and they couldnt generate an order since the service address states Brightspeed fiber service my address. I explained what the technician told me and they had a case opened with Brightspeed to remove my address from the fiber serviceability database so I can get CenturyLink internet connected. That case was opened on 9/27/22. Ive called numerous times daily to get status and escalate the case for completion and as of today, nothing has been done. Escalation attempts lead to someone calling me back within 48hours and Ive yet to receive one callback. Two members of the home work remotely and it's critical to have internet service. The system issue between Brightspeed and CenturyLink is causing the problem and no one has any urgency or seem to want to help. At the submission of this complaint, its been over two weeks without resolution or communication. Unfortunately, this is the only broadband service provider for my address.

  Business Response

  Date: 11/11/2022

  November 11, 2022
  
  
  This letter is in response to the complaint filed by ******************************* who states that he recently bought a home that had previous CenturyLink internet service. He says the home is in a split coverage subdivision with one portion serviced by Quantum Fiber and other half CenturyLink internet. He states that due to the recent change to Brightspeed,the entire subdivision is listed in the system as fiber, but per the local technicians, fiber is not available to all of the homes which is causing issues trying to establish service due to the home serviceability classification.
  Brightspeed regrets any difficulty the customer has experienced getting service installed. The complaint was escalated for investigation and resolution. They found the previous orders that were cancelled as well as a new order due November 10, 2022, for 80 Mbps. They advised that the tech fee and router fee have been waived with a promotion and that the order looks correct.The previous billing error was already adjusted, and they have requested another $65.00 refund. Records indicate that the service has been installed and is working.
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed

  Customer Answer

  Date: 11/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:10/13/2022

  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.

  We have had CenturyLink for Internet for about 4 years now and these last few months the service has been horrible, I have tried to contact customer service many times, the internet cut out while I was talking to an agent online so I couldn't resolve my issue, I tried calling and they just transferred my call from one department to the next without ever actually resoling the issue. The internet cuts out multiple times a day making it difficult to do anything. We are limited on options.in our area and they just collect payment without resolution.

  Business Response

  Date: 09/21/2022

  To whom it *** concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ************************** CenturyLink we strive to provide outstanding customer service.  Feedback is appreciated and utilized to enhance our training.
  
  Upon review, our records indicate *********************** contacted CenturyLink via our ************ team on 8/21/22 requesting assistance with her internet service.  Our ************ Representative advised ***********************, I am sorry to hear that you have experienced trouble with your service with CenturyLink. Thank you for taking the time to reach out. I will do my absolute best to resolve your concern as quickly and thoroughly as possible.
  
  I want to make sure that we take all of the necessary steps to get this resolved for you. There are some troubleshooting steps that need to take place for us to accurately diagnose the issue. Please reach out to our Internet Help Team at ************** or ************** they can assist you with these initial troubleshooting steps. Or you can reach them 24/7 via chat Here: https://www.centurylink.com/help/chat/?team1=tech.
  
  Our ************ representative made further attempts to contact and follow-up with *********************** on 8/25/22 and 8/29/22.  *********************** did not respond to the ************ Representative; therefore, the case was closed.
  
  CenturyLink records further indicate on 8/31/22 ********************** contacted **************** and requested her service be canceled.  Mrs. ********** CenturyLink account and services have been canceled as of 9/1/22.
  
  Mrs. ********** CenturyLink account has a balance due of $11.94.  I have issued credit for the remaining account balance of $11.94 and the account now reflects a $0.00 balance.
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** **********************

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17786103
  
  I am rejecting this response because:
  I have tried contacting customer service many times via phone, social media, and got no help of any kind, I had an email saying because I did not respond they were closing the case but I did not receive anything to respond to. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/27/2022

   

  CenturyLink stands by the previous response.

  CenturyLink records indicate on 8/31/22 *********************** contacted **************** and requested her service be canceled. 
  
  Mrs. ********** CenturyLink account and services have been canceled as of 9/1/22 and reflects a $0.00 balance. 
  
  Mrs. ********** September prepaid payment (9/1/22) was not processed and as such her CenturyLink internet service was suspended.  If *********************** wishes to re-establish service she would need to log into her SimplePay portal and update her payment information within 30 days, from 9/1/22.  After 30 days *********************** would need to establish a new account for service.
  
  *********************** was using our SimplePay prepaid service.  In choosing this way of establishing services *********************** is pre-paying for services each month.  The customer is charged each month for services with the credit card entered and established on the account.  Once the monthly prepayment goes through, the services will work for the new monthly bill cycle. 
  
  When *********************** logs into her SimplePay account (PPB#) she can view this same information.  She can view monthly statement summaries,transaction history, manage payments, change or cancel services, obtain support, etc.  The CenturyLink SimplePay Digital internet pre-paid online-only ordering system strives for the ability to handle all activity needed via online methods. 
  
  Therefore, *********************** needs to please keep in mind regular **************** will have difficulty in providing specific details related to her account.  If she needs to speak to someone, she may contact the CenturyLink SimplePay Digital Team by dialing **************.  They are available from 8am-8pm CST. Tell us why here...

  Customer Answer

  Date: 09/30/2022

   
  Complaint: 17786103
  
  I am rejecting this response because:

  There was no portal, it was autopay, I had to cancel my service because I see no point in paying for a service you can't use, I should be refunded the last 6 months of service because it was unusable. 

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/14/2022

  Brightspeed sustains our previous position.
  
  There are no Repair records or Repair interactions to justify any out of service credit.
  
  Sincerely,
  
  ***************************
  Pronouns: he/him/his
  **************** Case Manager
  Customer Advocacy Group
  ******************

  Customer Answer

  Date: 11/17/2022

   
  I am rejecting this response because:
  Thats the whole issue! I could not get customer service for help, troubleshooting or repair! 

  Business Response

  Date: 11/21/2022

  Brightspeed sustains our position.

  There is no new data to substantiate a further response.

  Sincerely,

  ***************************
  Pronouns: he/him/his
  **************** Case Manager
  Customer Advocacy Group
  ******************

• Initial Complaint

  Date:10/13/2022

  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.

  So this is an ongoing complaint that I filed in the past year so you all might still have it on file. I tried to go back to it on an old email but the messages were no longer visible to me... Centurylink/Lumen agreed to send me the $100 deposit they took from me for services they never provided and said the check would arrive within a month. That was back at the end of July so once again this company is full of lies and just horrible customer service. I can re-tell the story from the beginning if you all don't still have access to my original complaint but long story short, they were supposed to provide me internet service but never showed up or provided any services. Somehow they kept my deposit and sent me a bill. like I said, they never showed up and no services were provided.

  Business Response

  Date: 11/14/2022

  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************
  
  Upon review, our records indicate a refund was processed on the account per a previous complaint. However, the refund was not released while the customers account was transitioned from CenturyLink to Brightspeed. I confirmed the $100.00 credit is on the account and I submitted a new request to have the refund amount returned to the customer in the form of a check.  Please allow ***** days for the refund check to be received.
  
  Brightspeed acknowledges the customers concerns and apologizes for any issues and/or inconvenience that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Pronouns: he/him/his
  **************** Case Manager
  Customer Advocacy Group
  ******************

• Initial Complaint

  Date:10/13/2022

  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.

  Canceled service on 6/21/2021. Sent in equipment the next day. Got a bill on 5/22 stating we owe 20k. We dont owe anything. Century Link and Lumen trying to rob us

  Business Response

  Date: 11/07/2022

  November 7, 2022
  
  Brightspeed appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ************************* regarding billed by CenturyLink/Lumen after he cancelled service June 21, 2021. He says he received a bill 5/22 and he does not owe anything.
  Brightspeed regrets if ********************** was billed after he requested disconnection of his CenturyLink/Lumen service. Since he disconnected prior to the transition to Brightspeed, his account was not transferred to Brightspeed, so he will need to pursue his dispute with CenturyLink/Lumen.
  
  Sincerely,
  
  *************************
  **************** Case Manager
  Brightspeed

  Customer Answer

  Date: 11/07/2022

   
  I am rejecting this response because: