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:10/09/2022
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.
Have request service to be fixed to phone line on September 1st. They scheduled September 8th to come out and fix problem but continue to cancel and reschedule appointments and I had taken off work to be at home to have problem fixed and as of still today (October 5th) they make excuses and postpone/reschedule why they haven't fixed my phone line. I am upset since they expect payment for their services which has been paid. I have email messages of all of their scheduling and rescheduling of this time period.
Business Response
Date: 10/13/2022

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,

Our records indicate the service trouble was initially reported on September 28, ****. The trouble was related to defective cable and later resolved on October 05, 2022.
I verified the customers service is working with no further trouble reported. The customer was given credit for the days out of service as resolution.

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

Sincerely,

*********************
Executive Office Case *********************************** **********************

Customer Answer
Date: 10/15/2022

Complaint: 18188307

I am rejecting this response because:

Sincerely,

**********************
Service has been fixed on Oct 5th is correct but I have email/text that is from September 1st informing of repair requested. If company is not acknowledged truth what else. I have never received any response of apology or anything
Business Response
Date: 10/26/2022
In our previous response,
CenturyLink acknowledged the customer's concerns and extended our sincere apologies. I verified the service trouble is resolved and a credit was applied to the customer's account due to the trouble incurred.

JJ,
CenturyLink Customer Advocacy Group
Initial Complaint
Date:10/09/2022
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.
I have been receiving internet connectivity issues with Century Link services for months, maybe a year. The connection is sporadic at best. Even when connected, most days, internet and email are very slow and unavailable. I have recently, last 5-6 weeks, been in contact about this in various forms, **************** calls and for a week contacting their Unresolved Issues Advocacy! I upgraded my service a week ago to a higher internet speed to try and help issues! For over a week, nothing was upgraded, even though I had received an upgrade confirmation letter. Today I spoke, for over an hour, with THREE different agents, who continued to pass me on to another.. with NO resolution! Was supposed to receive a call back to settle issue..nothing! I get emails from advocacy group that update was done, yet go to my account on Century Link to only see it hasn't been duly processed yet! I am tired of being charged monthly for a service I am not fully receiving. I am paying between $80-85 a month for a bundled package from Century Link! If I can receive any help & support on this, it would be more than greatly appreciated!In summary...I am not getting any resolution from Century Link customer service for an internet connection that barely exists.Below is an email with Century Link Customer Advocacy form Friday 9/30! Thank you. I do see the service is slow and has a poor connection. I'm asking our repair team to open a ticket. You will receive a confirmation email with details. - ******* --------------- Original Message ---------------From: Bradleftys (******************)Sent: 9/29/2022, 9:37 AM To: ******************************************* Subject: Re: Unresolved Issue: Case ******** ( ref:_00D412HUz0._5004N18ewDk:ref )YES!!!!!!!! I upgraded internet from 1.5mbps to 30mbps and there has been absolutely NO improvement whatsoever! Also a new modem/router was installed 3 weeks ago. It is sporadic at best.Thank You.....I would like this resolved ASAP please!****
Business Response
Date: 11/08/2022
To whom it *** 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 pays the monthly amount for a full featured home phone package including long distance and the internet, not just internet. Upon receiving this complaint,I escalated the complaint to the internal escalations group for additional review. That assessment revealed that my initial observations that the issues is related to the way the home network is being used, not that the service is not providing the 30M signal as it should be, was correct. Statistics on the line indicate that the service is working at around 32Mps (downstream) which is at or above the purchased/provisioned rate. One of the more significant contributors of what is occurring in the home is the way some of the devices are utilizing the Wi-fi network. When older devices (usually **** years or older) are running their connection in legacy Wi-fi mode, it can and will, most often, impede the quality of the entire in-home Wi-fi network. Since this is evident in the reporting software that we use to review such issues and because the service is getting at least the purchased/provisioned speed at the modem,there is little that can be addressed that is CenturyLink related. CenturyLink support will, to a degree, assist with connectivity issues, specifically when it is related to a problem with the service itself, not the way the home network is configured and utilized by the customer. The customer *** want to look up information related to running devices in legacy Wi-fi mode and change or reconfigure the equipment that is running in this compatibility mode. Additnally, it is important to note, that even if these issues are resolved, speed is assessed with one device connected with a hardwire connection directly to the modem, all other devices wired or wireless, disabled. There arent any connection speed guarantees provided when devices are used wirelessly, only 1 device, hardwired. This is because there are too many variables that would come into play, and this allows for accurate assessments for all customers relative to the service that they are getting.

Because the issues are not service/signal related and entirely an issue with the way in which the home network is configured or being used, no adjustments have been issued.

CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.

Sincerely,

***************************
Executive Office Case Manager
Customer Advocacy Group
**********************
Customer Answer
Date: 11/09/2022

Complaint: 18188304

I am rejecting this response because:
Because I want to let Mr. *************************** know that he doesn't have a clue! His nonsensical ramblings are easily disputed! I had terrible almost nonexistent internet and PHONE service for 2 days, last weekend, Nov. 5th & 6th!! Yes ***** PHONE also, it was nothing but constant STATIC! Monday when I ran speed tests they AVERAGED .30mb! That is decimal point 30 *****! With ZERO for uploads! And I have been paying for 30mb! Paying for years actually for a non existent service! I contacted Century Link customer service Monday, 11/7, and basically demanded a repair ticket, as for over 20 years I have been aware of weather related issues with services! When repair tech came today, he said it was an outside issue, I explained a prior repair years ago, was up telephone pole outside, as my service is above ground! The repair tech did further observations and found a junction/connection box full of water and the connection corroded!!! He replaced that issue and some wiring and was done! Problem fixed to no help by YOU ******************! So now it comes to this Mr. know it all *******...it had NOTHING to do with how my family used or configured the internet usage! Maybe after this episode of horrible customer service..you will listen to customer complaints with more empathy???
Here is a copy of an email correspondence a month ago...with your Lumen advocacy group!

In a message dated 10/11/2022 9:28:06 AM **************** Time, ******************************************* writes:

Our system is currently showing you are only receiving around 7Mbps instead of 30Mbps and that the line is unstable. I am asking repair to open a dispatch ticket and will keep you updated.

- *******

Sincerely,

*****************************
Business Response
Date: 11/26/2022
To whom it *** concern:

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

Upon review:

On November 18th, an escalations team member reached out to the customer to see about addressing additional claims of service issues. At that time the customer indicated that there had been someone out and the service appears to be working as it should. The response to the repair escalations individual indicates that the customer will keep an eye out for future issues that *** be related to how weather impacts the service and will contact CenturyLink should the need arise.

Again, CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.

Sincerely,

***************************
Executive Office Case Manager
Customer Advocacy Group
**********************
Customer Answer
Date: 12/10/2022

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. The phone & internet service has improved since the CL tech visit.

Sincerely,

*****************************
Initial Complaint
Date:10/09/2022
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.
Century Link has overbilled me. As a long time customer who has paid a lot to the company, I am requesting someone from the office of the president of century link call me and resolve my billing concerns. I am requesting my balance be reduced to zero. Account Number: *********
Business Response
Date: 10/13/2022
CenturyLink appreciates ******************** giving us the opportunity to review the handling of her account. At CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.

Upon review,

This issue has already been escalated to the Federal Communications Commission. ******************** has already received a response for all concerns through the *** process.

JJ
CenturyLink ***********************
Initial Complaint
Date:10/08/2022
Type:Billing 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 August 3 I order quantum fiber on their website. I chat with them in mid-August asking when will i get wifi pods so I can start using the internet. they send CenturyLink tech to set up the quantum fiber. he set up the fiber but didn't send the wifi pod. I call quantum fiber to talk to the lady who told me it was going to be delivered on Monday. Monday came and I didn't get anything. I call and I chatted and all I got was a different answer and the issue was escalated. So on August 31 at 3:45 am I canceled Quantum fiber. I have taken a picture and you can log into my account and click on service and report and the proof is right there. now on my account, it says this Your planned Fiber Internet, 360 WiFi cancellation request is September 01, 2022. I even talk with another agent to let them know I wanted my money back since I couldn't use the service that agent said I would get 25 credits to the account that didn't happen. I got charged for the service I call to cancel they said it was canceled and I would get an email. didn't get an email. account still shows active and they try to charge me for the month of October. i want the service canceled and my 65-dollar refund. i have also done a credit dispute. I want this resolved and be done with this company.
Business Response
Date: 11/04/2022
To whom it *** 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 canceled per the customer original request. Though accounts are canceled on a specific date, they *** appear live until the end of that billing date and are accessible up to 30 days after this date. All charges have also been refunded back to the customer on October 10th, 2022 in the amount of $130.00.

CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.

Sincerely,

***************************
Executive Office Case Manager
Customer Advocacy Group
**********************
Customer Answer
Date: 11/04/2022

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:10/08/2022
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.
Our internet went out again to nights ago. I made an appointment to have a technician come fix it yesterday. First of all the appointment was from 8:30 am-4:30 pm. That's too big of a time frame when I have to leave the house and can't just sit around waiting all day. When 4:30 rolled around no one had come yet. I had to jump through hoops to chat with a actual human and I was told the time frame was now until 8:30 pm. 8:30 pm rolled around and no one has showed up. I received no communication from them telling me why no one showed up! So it's now the next day and I still have no internet. There costumer service is a joke. You can't talk to a real person on the weekends and you get no repairs on weekends either. I'm an online student and I have several assignments due today but can't submit them without internet. Century links internet is always going out its not dependable. 1 star!
Business Response
Date: 10/11/2022
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,

Our records indicate the customers original repair was scheduled for a technician dispatch on October 7, 2022. The technician returned the appointment to our dispatch due to no access.The service trouble was resolved on October 10, 2022.

I reviewed the repair interval concerns with the customer. A credit for $10 was applied to the customers account inconsideration to the repair interval and poor communication concerns. The customer was satisfied with *********************** follow-up and resolution.
CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.

Sincerely,

*********************
Executive Office Case *********************************** **********************
Initial Complaint
Date:10/06/2022
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 am a 79 year old woman with Dementia,Congestive Heart Faliure and Rumitori Arthritis. I have lived in the same house and have kept a active telephone land line w/same # for the last 42 yrs now.Over the last 2 my health is declining. Before my daughter moved in to help me I was not keeping up with my bills. My daughter had to quit working to care for me. I keep a simple phone setup 1 landlines w/voicemail and long distance. No cable, no internet.$85 monthly until last year a Century Link agent called offering internet for $5 more no install fee or modem rental. We agreed to it and since then it's been all stressful problems. They disconnected service 2xs in the last 6 or so months since my daughter started calling them setting up payment plans letting them know my health conditions and do I need a Dr notice to verify that I need the phone for ***************************************** health care providers. I do not have a cell phone. The reps always said no its fine.When we okd the internet which we never even set up.They ended up charging for the modem and install. My daughter has told them we don't want internet take it off account they didn't. They have a policy that when you have a past due amount they charge 15% of total owed on account. This has resulted in $20-50 late fees. My daughter has spent hours trying to resolve issues with CL agents. The majority of charges are late fees. They said they would ********************* for $500 but that's still more than the service I received. During last disconnect this one and through last 6 billing cycles they are still charging long distance and internet making my bill higher and no long distance access. I feel they are passing off my complaints even when I prove them true and put us on hold for 10/15 minutes to passing us. It's not ok how they have handled my situation.
Business Response
Date: 11/04/2022
To whom it *** 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 bill, going back 24 months and prior to the addition of the internet service was billed at $60,00 a month plus $13.60 for taxes, fees, and surcharges. This included unlimited long distance, voicemail and calling features included in the package. Any additional charges per month were to restore the service from suspended due to payment issues or late fees where the balance was carried forward and was not paid on time.

The change to include internet access came on the July/August 2021 billing period. I could not find the call where this was done. That said, it was only 3 months later that the customer made two calls in December and on one call, there was little discussed, and the customer disconnected the call. The other call, the agent was very proficient and explained the charges, billing, price for the package etc. Even if the initial quote was incorrect, that would account for $80.00 difference at that point and the customer could have changed back to the phone with no other service, this was not requested at this time. The billing issues were discussed, thoroughly. The customer stated on the call that the account was fine until the change was made but this was not the case. Prior to this, the account was regularly in arrears which continued until this complaint was filed.

**********, the customer indicated on at least 2 of the calls that they are hardly using the internet or long-distance services. This is not correct. The internet has, since the time it was installed, been used daily. Long distance usage averages from 2 to 5 hours a month. When an account has an arrangement to pay and it is not adhered to as agreed, services are then subject to suspension or cancelation depending on the specific service or feature. On several occasions, the authorized party who appears to have made all the calls on behalf of the account owner, acknowledged that they were again late in notifying CenturyLink even after they received disconnect notices.

On one of the previous interactions with a CenturyLink supervisor, in consideration of the medical situation, made an offer to adjust all the late payment fees in the amount of $531.07 was made contingent on the customer paying the balance of $500.00. The caller agreed, and an attempt to pay it was made but the card used was declined. The caller then indicated that they would go to the bank right away and call back which did not occur in the timeline needed to prevent the suspension of the account. I have left a note on the account to adjust the $531.07 if the customer calls back prior to the account being canceled, contingent upon the balance being paid. At the time of this reply, the account balance after an adjustment would be $754.19 ($1285.26 less and adjustment of $531.07). This needs to be done soon or the account will be canceled.

As for the request to correct reporting to a credit report, no reporting activity is ever done on an account that has yet to go to collections which would apply in this case. If the account is canceled and remains unpaid, collections action will mostly likely commence at some if left unpaid. How this information is reported to credit bureaus is up to the policy of the specific collection agency as to how, why or when this *** occur.

CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.

Sincerely,

***************************
Executive Office Case Manager
Customer Advocacy Group
**********************
Initial Complaint
Date:10/06/2022
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.
I had century link a long time ago. terrible service we could not get consistent internet and we canceled. they received all the equipment back but kept sending me bills like ignoring that I canceled. after a LOT of contacts they finally apologized and zeroed the account. NOW THEY TURNED ME INTO COLLECTIONS more than a year later. Terrible business ethics.
Business Response
Date: 10/06/2022
To whom it *** 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:

When an account is canceled, there is a final bill. That bill is for anything unpaid up to that point through the end of the current billing cycle. Once that bill is generated, it is sent to the customer. There are notations on the account that indicate that a payment for a sizeable balance was attempted on or near the end of the service, that payment failed or was backed out. This triggered suspension of the account. The customer called in and canceled the account. Prior to the end of the call to cancel the account, the customer disconnected the call and additional information that is usually provided, as a courtesy, was not disclosed. A final bill was generated after the account was canceled and the final bill amount is as follows:

Other Charges and Credits Non-Payment - ************* ******
Non-Payment - ************* -59.86
Late Fee ******
Total Other Charges and Credits -$90.83

These charges are for failing to pay that balance, any non-prorated or pro-rated monthly service charges applicable and fees and charges associated with the failed payment and/or balance carried forward.

Prior to accounts going to collections, various efforts are made to collect the amount owed, internally, before they ever go to collections. On average it is a minimum of 90 days and up to 6 months after internal efforts cease and collections (which are the last resort), are initiated. This is a valid debt and needs to be paid to avoid further collection activity.

CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.

Sincerely,

***************************
Executive Office Case Manager
Customer Advocacy Group
**********************
Customer Answer
Date: 10/10/2022

Complaint: 18175153

I am rejecting this response because:
The account WAS settled and paid in full.
I want a complete copy of all the company's communication. they will see they APOLOGIZED for mistakes and all the problems and the balance is ZERO.
they need to zero out the account. I am notifying the *** and the ******* ********************** of these practices.

Sincerely,

*************************
Business Response
Date: 10/14/2022
To whom it *** concern:

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

Upon review:

The customer has submitted a rebuttal and the ******************** is asking for clarification on the statements/requests from the customer:

Please provide a response addressing the customer's following statement/request:

"The account WAS settled and paid in full. I want a complete copy of all the company's communication."

A review of the account does not show that it was paid in full, or settled.

All communications on a customers account are considered proprietary confidential CenturyLink property and are not provided to the public.All documentation of this nature can only be obtained by subpoena.

Again, CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.

Sincerely,

***************************
Executive Office Case Manager
Customer Advocacy Group
**********************
Initial Complaint
Date:10/05/2022
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.
In June tried to cancel our internet and they continued to bill us. The did refund our money each month until September 13 when they finally disconnected the internet but they also disconnected our phone. After 3 hours of speaking with several people and 2 days it was finally reconnected. Friday Sept 30 we lost phone again...I have been trying for 4 days spending 15 hours in those 4 days to try to get my phone back on. First it was disconnected because the disconnect order from the *************** the system, then it was because we didn't pay our bill (they owed us money) then it was an outage and because my phone was the only one not working they couldn't put it out as an outage because 1 phone wasn't considered an outage, then I was told a tech would be coming to my house and he never showed, contacted them again to only find out my account isn't active (i have dial tone just can't make or receive calls) I cannot take the lies, and lack of customer service they have. It has been 4 days and i still can't get a straight answer from these people.
Business Response
Date: 10/06/2022
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 verified the customers new service order has been completed and service is back up and working. I reviewed the out of service concerns with the customer and was assured service is now working.The customer was very satisfied with my follow-up and the end resolution.

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

Sincerely,

*********************
Executive Office Case *********************************** **********************
Initial Complaint
Date:10/04/2022
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.
This complainis for CenturyLink internet service. We don't know how many times we've called to get our internet repaired techs have been sent out countless times but issues is never resolved. The internet service cuts in and out pretty much every day making it impossible to work from home. Not just our home but surrounding neighbor's also have same issue.
Business Response
Date: 11/01/2022
To whom it *** 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 issue was escalated to our internal repair escalations team. A repair person contacted the customer and went over the in home use and ow to best manage t** for optimal performance. The customer requested and was granted a technician dispatch which did find a problem with the cable at the point the pair connected to the terminal. This was repaired and the service is operating as it would. I have issued and adjustment for the last months charges back to the account of the card used to pay that bill.

CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.

Sincerely,

***************************
Executive Office Case Manager
Customer Advocacy Group
**********************
Initial Complaint
Date:10/03/2022
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.
I get my internet service from this company. In the last year the speed of my internet has gotten worse and worse. I finally decided to get a new internet provider. I have gotten a new company to provide my internet. I have tried to call and chat online several times to cancel my internet service with Lumen Technologies (Century Link). They keep disconnecting my call or telling me I need to contact a different department to cancel my service. My bank cannot just stop the charges on their end, so I am confused as to what to do. I absolutely do not want to continue working with this company.
Business Response
Date: 10/05/2022
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,

Our records indicate the customer reviewed the service cancellation request with CenturyLinks customer service group on October 3, 2022. The CenturyLink service is scheduled to be disconnected on the final day of billing cycle, September 8, 2022.

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

Sincerely,

*********************
Executive Office Case *********************************** **********************

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