ComplaintsforCenturyLink
Current Alerts For This Business
BBB files indicate a pattern of consumer complaints filed against this business. Consumers primarily report concerns around service issues, customer service issues, billing issues and sales issues. Regarding service issues, consumers allege their service speed is inconsistent or slower than what they signed up for and outages are not repaired in a timely manner. Additionally, consumers allege the business fails to cancel their account or services when requested. Similarly, consumers allege that they are billed at a higher rate than initially quoted or that their bill increases without warning. Lastly, some consumers allege that they are told service is available in their area, but after signing up the available speed is considerably lower, or no service is available at all.
On November 21, 2019, BBB submitted a written request to the company encouraging them to address the pattern of complaints. On February 6, 2020, CenturyLink responded to BBB and provided the following statements to address the pattern of customer complaints:
•“CenturyLink is not aware of repeated long intervals for repairs or internet outages. There may be instances where a customer experiences delays in phone or internet repairs due to unusual circumstances including adverse weather events.”
•“In 2019, CenturyLink amended its High-Speed Internet Subscriber Agreement and implemented a new policy which bills standalone, residential Internet customers through the last day of the applicable billing cycle in which service is disconnected. CenturyLink provided prior written notice to all existing customers of the modification.”
•“CenturyLink has reduced the number of short-term, initial promotional offers it presents to customers. In addition, CenturyLink has introduced simpler “Price for Life” offers for highspeed internet and internet/phone bundles. The monthly recurring rates for services for these Price for Life offers remains the same as long as customers remain in good standing and enrolled in the same service plan at the same service address.”
•“CenturyLink also has enhanced its point of sale disclosures and post-sale communications to consumer customers. CenturyLink provides consumer customers with a detailed and accurate quote and disclosures at the points of sale, which includes a listing of all services purchased, all rates and charges, information about expected first and second bill amounts, and service terms and conditions. After the sale is completed, CenturyLink sends the same information to consumer customers in post-sale, confirmation letters.”
BBB will continue to monitor CenturyLink's complaints and review their progress towards resolving the underlying complaint trends again in February 2021.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We are experiencing a telephone service outage on our land line and Centurylink can not or will not provide emergency service. The earliest they can get a technician out here is July 30th. In conversations with their representatives I notified them of several of my neighbors who also have the same problem with their phone lines which indicates a problem with the phone lines and is clearly the responsibility of Centurylink. We rely on this service for emergency contacts.Business response
08/07/2024
Good Morning,
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 has confirmed that ************** first reported issues to CenturyLink on 7/15/2024 and did have a repair scheduled for 7/30/2024 which was the soonest available appointment based on the existing workload in the area. This repair ticket was ultimately cancelled out due to a local cable failure outage that was opened in it's place and on 7/20/2024 the outage was resolved in full with splicing repairs completed. ************** has been provided a credit of $8.50 for the time of service issues.
CenturyLink understands the customers concerns and apologizes for any problems or inconvenience they may have encountered.
Thank you.Customer response
08/07/2024
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
07/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Century Links new policy requires that auto pay be used to pay the monthly bill to avoid service charges. I provided the necessary ******************* to have the bill auto paid. Century Link claims the auto pay did not go through for the July payment and as a result assessed me an $18 late fee. *******, the customer service rep I worked with today, says my bill pay is all set and there should be no problems but could not explain why I was charged the $18. If for some reason the auto pay did not work Century Link should have had the courtesy to contact me & let me know there was a problem with the auto pay.I'm asking that Century Link back out the $18 service charge. ThanksBusiness response
07/26/2024
Good Morning,
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 has reviewed the account and confirmed that the customer enrolled for Autopay on their ********************** account on 6/24/2024 and that is set to begin with the upcoming payment on 8/16/2024. When enrolling in Autopay it does take one billing cycle before the automatic drafts begin which resulted in the current charges on the customers account not being drafted. ********************** has provided a one time courtesy credit of $18.00 to remove the late payment fee making the total account balance $133.67 which is set to automatically draft on 8/16/2024.
CenturyLink understands the customers concerns and apologizes for any problems or inconvenience they may have encountered.
Thank you.Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a residential internet service with Century link I have tried on multiple occasions to cancel service but CL makes it very difficult to do so, I do not have a contract, no one answers customer service line, and chat system keeps logging me off when I type cancel or try to chat with someone. I have been on hold for over an hour and no operator ever answers.Business response
07/26/2024
Hello,
********************************** account has been reviewed and he contacted CenturyLink on 7/25/24 requesting to disconnect service. ****************************** agreed to convert his internet service to the Quantum Fiber platform and service with CenturyLink will be disconnected when Quantum Fiber is installed. Please let me know if I can be of further assistance.
Thank you,
Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello - I was a former customer of ********************** ***************** services). In 2023, I fell behind in my monthly payments to them & both of my services were disconnected. This year, I was able to pay the past due balance in full. When I asked, via email (see below), if a final statement would be sent to me, I was told yes. It has been two ********** have yet to receive this final statement. I have tried resolving this on my own by first sending emails to the below email address. They come back undelivered. So, I tried calling on 06/28/2024 & spoke to a female rep who said she was unable to assist & promised a team lead would call me back within 30 minutes. That did not happen. It is extremely difficult to reach anyone who can help. Bottom line: My responsibility has been met. Theirs has not. All I want is a final paper statement showing the 2024 transaction ********************** that my former account has been paid in full either emailed (preferrable) or mailed to my home address. Please help as my efforts have been futile. Thank you, ******** --------------- Original Message ---------------From: Customer Advocacy - ********************** [*******************************************]Sent: 4/24/2024, 12:14 PM To: ******************* Subject: Re: Unresolved Issue: Case ******** [ ref:!00D4102HUz0.!500VW08Mk1N:ref ]You will be mailed a statement next month reflecting any payments and the new balance. ~******* --------------- Original Message ---------------From: ************ [*******************]Sent: 4/23/2024, 4:07 PM To: ******************************************* Subject: Re: Unresolved Issue: Case ******** [ ref:!00D4102HUz0.!500VW08Mk1N:ref ]CAUTION: This email originated outside of Lumen Technologies. Do not click links or open attachments unless you recognize the sender and know the content is safe. Thank you for confirming there is no longer any balance due. Will a statement be generated and emailed or mailed? Or, can I go online on my account and download it myself? ***************************Business response
07/29/2024
To whom it *** concern:
CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by ***************************.
Upon review:
CenturyLink acknowledges the customers concerns and apologizes for any issues, inconveniences, or poor customer service that *** have been experienced. The final bill has been sent via email to the customer.
****************
Customer Advocacy Group
**********************Customer response
08/01/2024
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
07/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Called on June 3, 2024 to cancel all service (phone and internet). Have called three times since then and continue to get billed. I have email documentation of request to cancel service, confirmation number, and Century Link has this in their system. However, bills continue to come. This has to stop especially assuming they can take me to collections for unpaid bills due to an error on their part and not legally my obligation.Business response
07/25/2024
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 has reviewed the account and confirmed that the account is fully disconnected as of 7/9/2024 with no further service charges beyond that point. CenturyLink has also confirmed ************ originally requested the disconnect of service on 6/3/2024, however, that order was never completed due to the order confirmation not being accepted. That said CenturyLink has applied a credit of $143.13 to the account to remove all service charges remaining on the account that occurred after the original disconnect request on 6/3/24. After this credit **************** account is at a $0 balance and fully closed.
CenturyLink understands the customers concerns and apologizes for any problems or inconvenience they may have encountered.
Thank you.Customer response
07/25/2024
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
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The physical internet wire line in my backyard is hanging low (4 ft) due to recent storm damage (7/14/24 2am). I have contacted Century Link's helpline 5 times for a technician to come out to tighten this overhead line. Each time the helpline appointment ticket is started, then prematurely gets closed out because (I'm assuming) since I HAVE internet connectivity, their helpline work flow considers connectivity as being "resolved". However, there is not a workflow process for "yes, connectivity but the physical line is still down". As of 7/22/24 the line is still hanging - a safety issues - and all 5 repair tickets are either marked as "resolved" or non-existent (per my online account profile). For resolution, all I want is a repair technician to come out and retighten the line (follow through on an appointment). This is not the technician's fault, it is an issue with the helpline's repair ticket creating process. Calls and online chats to the helpline are as follows:Original downed Line: 7/14, 2am Helpline Call #1: 7/15/24. Ticket created that morning # *********. Outage ID: *******. A technician stopped by at approximately 7pm and fixed the line appropriate, but said he didn't have a ticket number for my address. He was on another call to "cut a line" (multiple downed lines in that area). Thus resolved at this point. But the next morning, the line drooped again (clip broke at the shared line between all houses). Call #2: 7/16/24 for the re-drooped line (4 ft off ground). Ticket # *********. Ticket was prematurely closed out and technician did not show.Call #3 7/17/24 recreated another helpline ticket: # ********. Ticket was prematurely closed out and technician did not show.Online helpline chat #4 7/19/24. Saved chat record attached below. A fourth ticket was (allegedly) created with dispatch scheduled for 7/19 8am to 5pm. No show.Self-submitted online ticket #5, 7/19 5:24pm. No action.Call #6 7/22/24 waiting for callback.Customer response
07/29/2024
As of 7/24/24, 3:30pm my *** complaint, ID #********, has been successfully resolved. Thank you! No further action is requested. If this was your doing (the ***'s), much appreciated. Wondering next steps on how to close this complaint. If no further action on my part is needed. Thank you and have a good day.Details:
A CenturyLink repair technician came to the house on 7/24/24, approximately 3:30pm and fixed the down line. He said his ticket number was #e0464622 and that it was dated (created?) 7/17/24. He stated that this ticket was made through a different process than the help desk tickets that are made when I (customers) call for internet connectivity issues. He said it was a "downed line" internal work ticket that would not show up on customers' accounts and is a separate process from calling the help desk. .... Thus, I do not know how this ticket was created, but regardless the issue has been resolved. THANK YOU!Side Note 1:The ticket creation might be from 7/17 when I called the Centurylink "damaged line" phone number found on an old Gopher 811 "Before You Dig" receipt I had. They then forwarded me to the the Centurylink (normal) help desk, which started the first ticket #1 (stated in the original complaint.
Side Note 2:On 7/22/24 I called the *********************, local government, public works office and asked if they had a local CenturyLink contact that they could put me in touch with to resolve this downed line. I left a voicemail with that CenturyLink contact. Thus, I do not know whether the ***'s letter to CenturyLink or the call to the local CenturyLink contact in ************* made the action happen.Regardless, I am thankful to whomever.Resolved!Thank you!******************************************************************************** (***********), MN 55416********************Initial Complaint
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello,I am writing to formally submit a complaint against Century Link regarding their internet service and the associated business practices. When I initially purchased Century Link internet services, it was specifically to facilitate my ability to work from home; which required frequent downloading of large design packages. I explicitly communicated these requirements to the sales representative to ensure that I would receive the most suitable internet package. The representative informed me that the only available service in my area was 15 Mbps and, after asking a few questions about my usage, assured me that this speed would be sufficient for my needs.Regrettably, this assurance was entirely inaccurate. The internet service provided by Century Link was the worst. The connection was consistently slow, often requiring me to work extended hours due to the poor performance. Despite numerous calls for assistance about the persistent lag and failure to meet promised speeds, I was repeatedly told that my connection was functioning as expected after routine speed tests.In February, an issue was detected that necessitated an on-site visit from a technician. He discovered that the slow connection was due to an improper connection to the port. After correcting this and replacing my router with a new, supposedly better-performing one, the service remained equally slow. The technician apologized but admitted there was nothing more he could do.Throughout my tenure with Century Link, I felt that I was deceived and that the company knowingly sold me an inadequate service, all the while continuing to collect payments for an undelivered service. I was ultimately forced to switch to another internet provider, incurring over $100 in connection fees. Given these circumstances, I request that Century Link waive the final balance on my account. The service never delivered what was promised, and I believe the companys practices were negligent and unfair.Business response
07/24/2024
Hello,
Mrs. ********************* account has been reviewed and repair history shows one report of service issues over the lifetime of the account. ********** **** contacted CenturyLink on 2/2/24 reporting service issues. Dispatch was completed on 2/3/24 with Mrs. ** ********* service being restored. ********** **** disconnected service with CenturyLink effective 4/17/24. The most recent payment received on the account was received on 3/19/24. The account is now closed with a balance due of $248.99 which includes charges for service provided from 3/20/24 - 4/17/24, late fees, and unreturned equipment charges. All charges have been found to be valid and no credit is due. Please let me know if I can be of further assistance.
Thank you,
Customer response
07/24/2024
Complaint: 22030562
I am rejecting this response because:I must express my disappointment as your response does not address the core issues raised in my initial complaint, which is completely unacceptable.
Firstly, when I originally signed up for CenturyLink's services, your representatives misrepresented the scope of the **************** and what it would cover. This misinformation is a significant malpractice that has caused considerable inconvenience.
Furthermore, your statement regarding unreturned equipment is incorrect. A CenturyLink chat representative confirmed that all equipment has been returned. Thus, the late fee charge for unreturned equipment is unfounded and should be removed from the account balance.
Additionally, it is important to note that during the reported service issue on 2/2/24, your technician acknowledged that the Wi-Fi was incorrectly connected from their side from the very beginning, resulting in a consistently low signal. Despite this, CenturyLink continued to charge me for a service that was not being properly provided. This constitutes a failure on CenturyLinks part to deliver the contracted services, and as such, she should not be held liable for these charges.
In light of these points, I request that the final balance of $248.99 be waived due to the significant stress and inconvenience I have experienced as a result of choosing CenturyLink as my Internet provider. Should this matter not be resolved satisfactorily, I will have no choice but to escalate this issue to the Attorney General.
I trust that CenturyLink values its customers and will act in good faith to resolve this matter promptly.Sincerely,
*********************Initial Complaint
07/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I opted to upgrade my internet service to a faster speed, with no firmware update on 7/17/2024. On that day I lost internet and phone service, the technician that came to my house mentioned something was coincidentally damaged and I needed to call to make an appointment for repair. I begrudgingly made an appointment, two days later on 7/19/2024 a technician came, fixed the internet service, but my house phone line still isn't working. Now, I have to make yet another appointment for a technician to come to my house, that cost $99/per visit.Business response
07/23/2024
Good Morning,
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 has reviewed the customers account and confirmed that their phone line repair was completed as scheduled on 7/22/2024 after their connection was rewired from the ** to NID. CenturyLink has confirmed no tech fees will apply since the issues were outside of the home. The customer has been provided a credit of $23.39 for the time without service back to their original upgrade date of 7/17/2024.
CenturyLink strives to provide quality products and services and appreciates the opportunity to address the issue. We regret he feels he may not have received such service and apologize for any inconvenience he may have experienced related to this situation.
Thank you.Initial Complaint
07/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On July 5th 2024 I paid my Century link phone/Internet bill on line for the amount of $146.81. I received a confirmation email stating that the amount would be withdrawn from the bank within three days. On July 18th I received a letter from Centurylink stating that the amount has been returned by the bank. I called my bank and they said that they have no record of any payment or transaction to or from Centurylink. I then called Centurylink to find out why the payment didn't go through and they stated that the bank sent it back. With the Centurylink employee on my cell phone I made the payment on my landline and received another email that stated the same as the first, just with a different confirmation number. Then I asked the employee of Centurylink to remove the late, as the first email proves that I did make a payment on time, and was told that the only way to remove the late fee was to sign up for automatic payments. I explained to him that I could not do that because of how my husband's paydays fell and could have insufficient funds if I did that. They said they couldn't help me but did confirm the new payment. On July 19th 2024, I called my bank again and they again confrimed that there was no transactions of any kind to or from Centurylink. I then called Century link again and was told the same thing as the day before. I requested a call back from a supervisor, and when it didn't happen after several hours, I called them back. I was transferred to a supervisor and he said that the bank did a charge back on July 10th 2024, because i had canceled the payment, which the didn't happen. I then put the bank on my cell phone and they confirmed that there was no transaction of any kind, including canceling a payment. The supervisor then said the the only way they would remove the late fee was th sign up for automatic payments. I again, for the third time, said I can't do that and asked for someone higher up and was told there was no one else. I then ended the call.Business response
07/22/2024
To whom it *** concern:
CenturyLink appreciates the opportunity to review any issues or concerns relating to the complaint submitted by *********************.
Upon review:
CenturyLink acknowledges the customers concerns and apologizes for any issues, inconveniences, or poor customer service that *** have been experienced. The customer has been contacted. Our new policy states that in order to issue an adjustment for a late fee, the customer must sign up for autopay during the same contact.
****************
Customer Advocacy Group
CenturyLinkInitial Complaint
07/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On June 01st, 2024 I paid the full amount of $30.00 for my internet service. In July I paid $90.00 to cover July, August, and September. Instead of having a credit of $60.00, I only have a credit of $30.00. Where's the other $30.00? Bank verification for payment to CenturyLink on: 06/03/2024 Lumen CenturyLink SPEEDPAY ********* WEB ID: ********** ACH debit -$30.00negative $Bank Verification for payment to CenturyLink on: Jul 02, 2024 Lumen CenturyLink SPEEDPAY ********* WEB ID: ************* debit-$90.00negative $Posted Payments from CenturyLink: METHOD CONFIRM #**/01/2024$90.00$90.00$0.00CKG - *************** 06/01/2024$30.00$30.00$0.00CKG - ***************Business response
08/01/2024
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's payment of $90 on July 2nd settled the charges for June ($30) and July ($30),resulting in a remaining credit balance of $30.
I addressed the customer's questions regarding payment and billing and offered a thorough explanation of the payment process. The customer was content with the information provided.
Sincerely,
*********************
Executive Office Case *********************************** **********************Customer response
08/01/2024
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,
*****************************
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Customer Complaints Summary
3,840 total complaints in the last 3 years.
1,282 complaints closed in the last 12 months.