Business Profile

Telephones

CenturyLink

Headquarters

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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

4,141 total complaints in the last 3 years.
1,592 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:04/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/14/25 I cancelled my service and was sent an email from CenturyLink with the *** instructions and label on how to send the equipment back. I packaged the equipment in the original box and drove 30 minutes to a *** dropoff location. I did not get a receipt as I assumed Century Link would have the tracking information as they provided the label. I recently logged into my account after receiving a bill for $259 for equipment and service. I have contacted this company 5 times in the past 2 days and Im not getting any resolution. They requested I contact *** which I did but did not get anywhere with *** as it was shipped back under Century Link's *** account.
Business Response
Date: 04/28/2025
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 unreturned equipment charge was due to the equipment being returned after the return window had expired.

Having verified the return, Ive issued an adjustment in the amount of $160.50 for the unreturned equipment charge, which leaves a balance owing of $99.05.

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:04/17/2025
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.
I have been without internet for over 2 weeks. After countless calls to Centurylink, they have NOT come to fix my internet service. I have spent HOURS on the phone trying to get this resolved. We have waited at home on 4 different occasions waiting ALL day for them to show up to fix our Internet. Yet, we still do not have internet service. They do not seem to care about fixing the problem. It is impossible to get in touch with someone, and they have told us that they were coming, but then no one shows up to fix it. We need internet service restored. Plus, we want a credit for ALL of the days that we have not had service.
Business Response
Date: 05/07/2025
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 initial repair ticket was canceled and related to an open outage. Three subsequent tickets were also canceled for the same reason. The customer disconnected her account on May 2. Credits have been issued for time without service.

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: 05/08/2025

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:04/14/2025
Type:Delivery 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 April 2025 I ordered Lumen Technologies home internet services and was billed $232 for cost of home internet installation. I was told by Lumen Technologies employee it was "mandatory" for a technician to install a modem and a router in my "pre-wired" internet and cable ready home and that I could not do it myself. The Lumen Technologies employee scheduled my date of installation for 14 April and was not provided a time and would be contacted. I was not contacted via, text, phone, or email. 14 April 2025, my husband missed work and stayed home all day waiting for the Lumen Technologies Tech to come install my home internet. At 7pm, 14 April I contacted Lumen for an update on when the Tech was coming and was told it would be a few hours between 9pm to 10pm. I contacted Lumen again after 9pm, 14 April and was told someone from Lumen might call tomorrow 15 April. I am requesting to install the modem and router myself. I want the 14 April 2025 Technician/s FIRED for waisting my time and money missing a full days work. IF installation is mandatory, I want the Installation Fee to be waived. IF mandatory I want the Technician at my house when I give Lumen the date and time the Technician is to be there.
Business Response
Date: 05/05/2025
To whom it may concern:

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

Upon review,

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

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

Sincerely,

Torren P
Customer Advocacy Group
**********************
Initial Complaint
Date:04/14/2025
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 a CenturyLink Simple Pay type account. My account number is *********. I canceled my internet service with CenturyLink I believe in January. I am still being billed despite calls every month to cancel services. Today I received the following message. CenturyLink: Payment will be applied on 04/21/2025. Text HELP for help, ********** to stop payment alerts, STOP to stop all alerts. Msg&data rates may apply. At my last call with a customer representative in March he indicated because of the timing of my cancellation in January my account showed I still owed $18. I am generally confused as to why this was the case. At any rate I canceled service in January and still in April and I received yet another Monthly notice of a bill for $45. I need CenturyLink to stop billing me and refund any amount due to me.
Business Response
Date: 05/02/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***** *******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

Upon review, the customer was billed for a disconnect service order fee in February. I issued a credit to clear the balance.

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

Sincerely,

***** *.
Customer Advocacy Group
Lumen
Initial Complaint
Date:04/11/2025
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 centurylink since 2016. The service has consistently been: inconsistent; frequent outages; slow repairs; poor fixes; it took years for someone to realize my modem was old and should have been replaced. The internet provided is extremely slow, and getting slower. Theyre raising prices now? Im ALREADY paying over $100 a month for 10mbps in 2025 which is laughable. They are taking advantage of customers who have few to no other options. I have LTE cell service where I live and have to turn my WiFi off to get faster internet sometimes.
Business Response
Date: 05/02/2025
To whom it may concern:

CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***** *******. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.

Upon review, the customer disconnected his service on April 15.

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

Sincerely,

***** *.
Customer Advocacy Group
Lumen
Initial Complaint
Date:04/10/2025
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 had Century Link internet for many years and once we moved to our new location Century Link did not provide internet fiber, we were not able to get faster speeds of internet with Century Link. We then had another company come into our neighborhood with fiber internet and we decided to go with this new company. I then had to cancel with Century link so I called them to tell them we were going with another service and to cancel my internet service with Century Link, This was February 7, 2025 and I had automatic withdrawal from my bills with Century Link. Just yesterday, April 9th I received a notice that CenturyLink was billing me for March. I called Century Link and was told that my service was never cancelled and that I would get a refund for March and got a confirmation number. I then later got a call from CenturyLink saying that my request was not approved yet I cancelled Feb. 7th and was not using the service for the month of March and Century Link is saying that when I made the initial call in February the call got disconnected and that is why it was never cancelled yet that was not true I spoke with a representative at that time and finished the call completely.
Business Response
Date: 05/09/2025
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.

Upon review, the account has been disconnected and a refund has been provided for the payment in March.

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

Sincerely,

***** *.
Customer Advocacy Group
Lumen
Customer Answer
Date: 05/09/2025

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:04/07/2025
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.
Trying to cancel my centurylink account for 3 days. First, they said it was the weekend. So, okay I waited until Monday. Next, their website said I could not cancel online and must call. Last, I called and no one is answering after making selection to cancel. I have been on hold for 20+ minutes.
Business Response
Date: 05/05/2025
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. We have verified that the account has been cancelled.

Sincerely,

Torren P
Customer Advocacy Group
**********************
Initial Complaint
Date:04/07/2025
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 returned *************'s equipment with their sticker information to *** store in *************, ******* on February 9, 2025. On March 28, 2025 I received an email showing that Quantum Fiber took $478.29 from my account stating that I did not return their equipment. I spoke with a representative who put me on hold numerous times stating that they did not have the equipment, secondly that I did not return it in a timely manner and thirdly, that it was a clitch in the system and apologized. He gave me a case number (********) and stated I would receive an email and that it would be INVESTIGATED. I have not received an email, or any other contact from Quantum Fiber. There are no physical business offices to address this matter face-to-face. I want Quantum Fiber to return my money.
Business Response
Date: 05/05/2025

To whom it may concern:

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

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
**********************
Initial Complaint
Date:04/07/2025
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.
Item does not work, have tried multiple times and emailed multiple times. Was not made aware that item couldn't be return if package was opened.
Business Response
Date: 05/05/2025
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. Customer can go to the following link to return equipment. ******************************************************************************************************************

Sincerely,

Torren P
Customer Advocacy Group
**********************
Initial Complaint
Date:04/06/2025
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.
Billing cycle for internet from 3/18 to 4/17 bill had went up $7.50 (was $35/month, increased to $42.50). I called 3/28 asking why. Was told I have a monthly discount of $15.00 that expires on 4/2 so they had prorated discount down to $7.50 removing 15 days of discount. Asked them to reinstate the whole $15.00 discount. Was told they couldn't reinstate whole discount "today" but could on 4/2. I called back on 4/2. Was told to call back the next day as "system" wouldn't allow the discount to be renewed until 4/3. I called back on 4/3 and was told the system wouldn't let them renew the discount until 4/4. I called back on 4/4 and was told they couldn't renew the discount at all. I then told him to cancel the account immediately. Upon hearing my cancellation he mysteriously offered to reinstate the full $15 per month discount. However that discount wouldn't be effective until the new billing cycle (beginning 4/18/2025). Hence stealing $7.50. I cancelled service regardless then I was told they could not cancel the service to be effective until 4/17!!! I was told to call back 3 times (I spent 2+ hours on the phone) to get the discount reinstated. Upon my 4th call I was denied the discount reinstatement. I then cancelled my service. Upon my cancellation they finally offered to reduce my monthly bill back down to $35/month but not until the next billing ******** is clear Centurylink is engaging in significant deceptive business practices, has stolen from me, has intentionally caused significant inconvenience and significant gaslighting. I am a senior citizen and to consistently gaslight and confuse someone my age and steal from seniors is deplorable.Also, I qualify for Lifeline but they have refused to provide me the $9.35 monthly credit for several months stealing over an additional $100. They admit they will proratedly remove discounts to increase charges but they WILL NOT proratedly add discounts or cancel service to reduce charges.Sincerely **** ******
Business Response
Date: 05/01/2025
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 reviewprocess.

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

Sincerely,

Torren P
Customer Advocacy Group
**********************
Customer Answer
Date: 05/01/2025

Complaint: 23167828

I am rejecting this response because:
Centurylink has not responded to all concerns of this complaint. They have not responded to the fraudulent billing practices, the fraudulent consistent communications regarding their ability to apply a discount, their fraudulent billing practices whereby they cannot apply a discount proratedly or cancel the service proratedly but can REMOVE a discount proratedly. They have not responded to the elder abuse by telling me to call back several times claiming they would reinstate a discount and then refusing to after 4 calls

Sincerely,

**** ******

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CenturyLink is NOT a BBB Accredited Business.