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2.0 768 Reviews

CenturyLink Complaints Summary

187 Resolved
571 Unresolved
Our verdict: When using services from CenturyLink with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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CenturyLink reviews & complaints 768

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7:32 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

CenturyLink took money out of my acct, early, overdrafted my account.

I made arragements to pay my bill on the 24 of August, that is when my husband got paid, the girl said as long as we take it out automatically, your service will be fine, I said ok, as long as it doesn't go out before then...well it came out one the 22nd, caused my account to be overdrawn, and I had other checks come in, that I got charged for, but, wouldn't have been overdrawn if not for the payment coming out early. So after about 5 hours on the phone, being disconnected, and to calm down...just makes me madder, they don't care that they cost me 150 in overdrafts, they kept saying there was nothing they could do, I said bull, get me a manager. So...I got a manager named Kyle, I recorded our conversation, he said he was sorry, he knew it was there fault, and asked how much my account was overdrawn, and I said right now it is 673.00, he said fine, they were gonna credit my account 673.00, and gave me a confirmation number [protected] in case any problem, well I called back on Tuesday, and asked where the credit is, and they said it takes 72 hours, so I said ok. Called back Thursday, and they said, still pending approval. Nobody would let me talk to Kyle, said they didn't know who he was, didn't matter that I had the confirmation number...making me crazy! So, I called Friday, today the 26th of August, and had a Mike totally argue with me, and say, why would we give you money, when you didn't pay us, it was returned NSF, I tried to explain how it happened, he wouldn't listen, in fact he argued with me, like he knew what he was talking about, I told him, it went threw two days early, they caused it to be overdrawn, I can't help if the bank returned it, it was a large amount, and the Kyle said they would take care of it, and he is like why should we? and I finally hung up, he was crazy! Then, I got a supervisor, Patty, who totally lied, and said it was set up for the 24th, and it didn't go out of my account on the 22nd, so I hung up on her, she lied. Then I got a Julie, who said that yes, it came out on the 22nd, which it wasn't suppose to have, but, that Kyle was wrong, and I wasn't gonna get the credit of 673.00, just the 494.95, not the overdraft charges. So, I said great, so you all lie, that is all I have heard is lies, so why did Kyle give me a confirmation number for the 673.00? Makes me so mad, how do they get away with overdrawing my account, and not paying for it? They just credited the 494.95 the next day, and forget the charges? That is so wrong. I am very upset, and their service is awful! They acted like no big deal they overdraw my account for 3 days till I get paid, and I have to pay 150 in charges...hey, no big deal, I couldn't use my account, because I didn't have that much money to put in it, so any money would just be taken up as overdraft charges ! And when they keep telling me not to yell, well, the first 4 calls, they said there was nothing they could do about it...I kept saying oh yes, there is, get me a supervisor, after 5 calls, I finally got one, what good did that do, , , , plus they should pay me for the 5 hours on the phone, and for getting me soooo upset, I really don't need this crap, and lies lies lies, and telling them my info over and over, and then the ones that don't speak English, that is why this all happened in the first place, she didn't speak English, and she goofed up. So frustrated, gonna drop them, don't need this stress!

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11:26 am EDT
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CenturyLink phone

I opted for paperless billing.I have three accounts, one is business, one is at one house, the third is at another house.

For some reason I stopped receiving bills to one house. I contacted Centurylink to find out why but it took them three weeks to respond to me. They finally responded and told me they needed to check my phone lines. They came on and checked them and I had absolutely no service and my phone.

I called them again and after being on told and passed around for 90 minutes, I was still unable to resolve anything because they were "Closed until Monday!". So, on Monday I called them again. They told me that my bill was "past Due". I told them I knew it was and I I needed to resolve the issue that my bills were not being sent.

They patched me through to billing. I spoke with a woman who asked me to pay in full my bill right then. I told her "No problem", gave her my information and paid the bill in full. I left the country on vacation for a month and when I returned, I received notice that my bill was overdue!

I was shocked because I had paid by phone before I left! So, I paid it again. A few weeks later I received notice that my account was closed for nonpayment. So I went into my account and there was a credit of $130!

I called to find out what the *** was going on and everyone was as nasty and as unhelpful as could be. A few days later I received a check for the $130 credit. Go figure. But it did not end there.

We went to refinance our home and found that our excellent credit rating was trashed by CenturyLink.When I contacted CenturyLink, their response was "Sorry about that". To date, their erroneous rating has cost us more than $3000 to date because we did not get the mortgage rate we anticipated because, and ONLY because of the one poor rating Centurylink gave us for something that was their fault and not ours.

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Update by cmlvngstn55
Aug 25, 2016 11:29 am EDT

It is not so much that this company has the poorest customer service, the worst phone and internet service, unfair pricing, or complete incompetence, but to ice the cake, they set out to trash the good reputations of 30+ year loyal customers. That is really below the belt.

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9:39 am EDT

CenturyLink customer service

Absolutely the WORST customer service in the industry. Prepare yourself for 20 minute hold times with it finally ending in a dis-connect, Bogus charges and patronizing attitudes from supervisors/managers. I am being charged for the remainder of a promotional period that I did not use. It's like having a grocery store charge you for not using a coupon. I paid for my the services that I received yet they want to still charge me for the additional savings that I would have received had I stayed a cable tv subscriber. It makes no sense.

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7:09 am EDT

CenturyLink phone/data/video package

Received the first bill. It was about $450.00 more than expected.The explanation was that this was to cover service to be delivered sometime in the future (!?)
At this time it has been shut off. Just as well - since the data speed was throttled down after about the first four days. It was amazingly fast to begin with...

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4:17 pm EDT
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CenturyLink modem and a non operating full service

My CenturyLink modem acts up so we loose the streaming of programs like Netflix. I rang them to get a replacement. A tech said it was probably OK and talked me through changing the channel from 13 to 9. This is the wifi out from the modem to a wifi computer or my PS3.
This worked for some weeks then we were back to either re-setting or switching it off for 15 seconds, or both.
I complained again to be told they would gladly send a new modem but I had to pay or lease it!
I explained I am paying for the service and that they are not keeping to their side of the deal ( contract) which I consider wrong.
They said it was a one year cover on the modem. I dont think this fair or right and certainly do not remeber any detail about this state of affairs at the start of the contract with CenturyLink.
I also told the Chat person that the email CenturyLink supplies will not send picture attachments!? A 'serice' I am not getting.

So if you are thinking or ever will be about getting CLink you might want to re-think. This is just about the only ISP available or would be long gone.

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2:31 pm EDT
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CenturyLink 2 weekly mailings to our house

Each week we receive 2 Presorted Standard (bulk rate) brochures to our house. One is addressed "Current Business Owner" (of which neither of us is) other "Current Resident." This has been going on over 5 years now. Phone numbers on the brochure state they unable to remove us as it's a corporate mailing, and post office can't do anything since it's bulk rate. We've never done business with them and never will. Other friends in the city say they have the same problem with Centurylink. Maybe if they stopped wasting all these mailings and actually provided decent service to their customers people wouldn't hate them so much. We certainly do and are not even customers

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12:22 pm EDT
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CenturyLink 2 snail mails per week to current resident

Each week we receive 2 Junk Mails from them offering their services. Never done business with them--never will. Tried calling the 800# to get them to remove us, as well as the closest "store" where they sell services, but both say they are only a sales outlet and the mail comes from a mailing house through corporate and they can't do anything about it.

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8:45 pm EDT

CenturyLink Fraud

They been calling multiple times a day for multiple weeks and no voicemail. Then today they called and left a voicemail. I called them back at number [protected] and said this is an investigation from the IRS due to fraudulent activity on your taxes. There was lots of talking in the background like telemarketing calls being made.I was at work ending my shift and told them I have to go. The guy said do not hang up the phone if you do the IRS and your local law enforcement will be at your place of employment or your home in 30 minutes. I said I have to go. He then insisted that he stay on the line I said no. I hung up after he said he will call back in 30 minutes. In that 30 minutes I called my local courthouse to see if there was a warrant out for my arrest. Which there was not. I also asked to have my federal courthouse administration number and they gave it to my. I called them and they told me there was a scam going around about the IRS tax fraud. The lady gave me my state IRS tax payer advocate number I called them left a voicemail of my name social and number to get a hold of my. Also I gave them a brief description of what is going on. An hour passed and the number called again and asked if I was able to get the 4, 989.36 that I owe to stop the warrant. I said no. And he asked why I said I don't need to do anything about this. He told me to shut up and listen to him that he is right and I'm wrong. He was a Indian decent by his voice. I told him I have a few questions for you. What's your business name. He tells me the internal revenue service for fraudulent activity on my taxes. I then asked him what state he was calling from he didn't tell me the state just the city San Diego and proceeded to state that the main headquarters is in Washington D.C.. Then I asked him what state am I from. He said one moment and I timed it it took him 2 min and 15 seconds to come back on the line and say my state. I told him that he is trying to fraud me because I already contacted my local law enforcement and contacted the federal court administration and my local IRS agency and my local IRS tax payer advocate. He then became angry in his voice and told me well hope you like sitting in prison for 3 years and a warrant is now being placed for your arrest. He then hung up the phone as fast as possible. After about 20 minutes I called my local law enforcement again to see if there was a warrant out for me and the said no there isn't.

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Mrs Flo
, US
May 30, 2017 1:17 pm EDT
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I'm in Northern Virginia, and this woman, "Linda Jordan" called to tell me exactly the same thing.
That I have been charged with fraud, tax evasion and providing false information to the IRS and that she was faxing the arrest warrant to the local authorities and they would be in my house in 30 minutes.
Somebody has to do something about these people! Scammers! The number they called me from is [protected]

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7:26 pm EDT

CenturyLink internet service and billing issues

Since November 2015, Centurylink autopay has failed to work after I removed Verzion from my bundled bill. I have spent hours trying to get this resolved to no avail. I have all my monthly bills on autopay as we travel. I first realized it was no longer working when they disconnected my service including my phone so that I could not even call 911. My husband was just recovering from a heart attack and we live in a rural area where cell phone service is sketchy at best. After all these months, they still can't figure out how fix the problem so I am calling each month to pay them by phone. After 14 years (Qwest customer for most of those years) and always on autopay, I have had it. The other problem has been the internet speed, at times it is so slow that it is impossible to watch a Netflix movie and we are paying for the 20 mps package each month. I paid for one of their techs to come out and check the line and he told us that we had a bad phone line. $300. Later to replace the line plus add two new ones, still terrible service. Their customer retention department sent out a tech with a new modem according to them at no charge. The modem hasn't helped the speed issue and they tried to charge me $99.99 for the free modem. Had to make yet another phone call to get the charge removed today, then when I went pay the bill because the autopay still does not work, they told me they were charging me $4.40 as a service charge for having them assist in paying the bill. I was transferred to the billing department when I disagreed with the charge and that individual was not interested in customer retention at all. I told him to unbundle DirectTV from my account! Then I would pay the bill minus the $99.99 over charge and their service fee for the privilege of paying them, he put me in a online bill pay system. So I had to again contact them and talk to yet another person. I can't believe they are still in business

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6:10 pm EDT

CenturyLink phone and internet

I am here in Washington State, and when Centurylink bought out Qwest. They would not awner my Price for life. As per Washington State by law, were to do so. I fill a 24 month contract. Paying $9.99 for the first year and $19.99 the 2nd, with a locked in price of $29.99 after that for LIFE. This was a stand alone service and as I only had basic phone. Now about a year later I change my phone service and stepped it up. but was not happy and than had it changed back to basic. Now none of this has anything to do with my internet contract. As this was never any kind of bundle, it was stand alone. Now over the course of years! Centurylink has forced me to pay $34.99 a month, as I do not have a qualifing home phone. But if my actual internet was bundled when I started my contract, it would have be $19.99 for life not $29.99 Now for the Access Recovery Charge, when you make a long distance calls.. They state even if you do use your long distance or call long distance, you still must pay this fee. I understand that, but I have BASIC PHONE, I can not even call long distance as the service is not offered to me at all. So how can they keep sticking me with this extra charge now for years.. They say to recover some of the costs of offering long distance service, but they offer me none at all.

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8:59 pm EDT

CenturyLink charge for return modem

Just got a collection letter for a modem I returned at least 8 months ago. Apparently several people have had this same problem. I was sent a return number, and when this didn't come in two weeks, I called and requested a second return number. After it was returned I called to verify it was received. I was told it was. I then threw away the reference number. Here it is several months later and they claim no modem. I am extremely upset as they say to provide them with a tracking number, when they were the ones with the tracking number on the prepaid return label in the first place. When calling the company, I was transferred to several different departments all basically saying it was my fault and they have no record of it. NOT |HAPPY WITH THIS COMPANY!

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1:29 pm EDT

CenturyLink residential phone/internet service

In August of 2015 my husband & I decided to forego our landline/internet services with Century Link (CL), in favor of our personal cell phones.
On August (31st) I called CL & asked to be disconnected as of the 1st of September 2015, I was on the phone for a while getting all the info squared away.
The modem was returned via UPS with in a week of the disconnect notice.
They (CL) continued to bill me for services & equipment I no longer had.
I called several time & was told by their rep that it would be taken care of - how can I be billed for obvious non use & no equipment to use.
The last call I made they told me I was wrong & that I owed them $222.01.
I have no intention to pay for a dead horse, something I did not use or have to use.

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7:57 am EDT

CenturyLink billing charges

I recently switched my internet, phone, and TV to CenturyLink. I was promised no additional charges for switching if I used them for 1 yr. My first bill has many additional fees resulting in a very high bill, some clearly appear to be duplicates. When I went to the local office for an explanation, they said to phone the 800 number. Just now, the CenturyLink 800 person, Adonna, said they were prorated charges and to go to the local office for more information. I asked for a email or snail mail contract, she said she couldn't do this. This is unfair. CenturyLink is not trustworthy. At this point, I regret switching to CenturyLink because of all the charges I have been assessed.

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2:08 pm EDT

CenturyLink super slow provider

I'm very disappointed with CenturyLink and really have no idea what am I paying for! Their Internet is super slow, it's impossible to watch anything and I can't even listen to music online, because there is not enough speed just to load a small song! Contacted them many times and they promised to take care of it, but they never did anything! Sometimes I even go to my friends place to download movies and music, because my provider is an absolute disaster. For example, when I try to load a show online it starts buffering and nothing happens! I'm not happy at all! Better choose another provider.

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6:30 pm EDT

CenturyLink internet+prism

just want to add to the multiple complaints about gross overcharging by Centurylink.In simple terms, they are ripping us off.
When we moved to seattle 3 months ago we signed up for internet and prism over the InternetChat on the centurylink website before we moved in.
On the day of the move the Centurylink tech's came along and after 3 hours they couldnt turn the service.
I had to do multiple follow up and correction in order to get the service up and running
Then we started getting our bills.
First of all the bills were incomprehensible and not correct to what we had been told our service would cost.
My Bundle service was 49.99 per month, but the 1st month's billing was incorrect.
I was told to call up Billing and Prism retention to correct this issue.
1st month they correct one billing for Internet and credited the amount but not the prism discount, 2nd month the same mistake and partial correction.
This was done so I would not cancel my services before the 30 day period.
In the 3rd month I was charged 87USD and was told the 1st 2 months were courtersy credit.
I dont understand a said chat transcript in black and white cannot be corrected by the billing retention Team
We have filed a complaint with the appropriate consumer agency and are looking into civil litigation.
Stay away from Centurylink.Our new neighbors--a number of them--warned us about Centurylink when we moved here. They were right.
Avoid Centurylink if you value truth, honesty, fair dealing--and your hard earned dollar.

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8:46 pm EDT

CenturyLink wrong billing

Before I moved, I contacted Centurylink about where to send the modem back. The lady said she would mail me a shipping label, but I did not get it before I left, so I contacted Centurylink about where I can mail it. I boxed the modem and mailed it to that address with my account number. Now I receive a bill ~4 months later for unreturned equipment. Apparently you have to pay for insurance on it and contact them immediately to make sure they got it. Horrible company.

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8:34 pm EDT

CenturyLink centurylink prism

Thinking this was a great deal I switched to prism with internet can't beat the price. Unfortunately you don't get service. Don't try to watch a show it will die in the middle of it. Dont try to buy a movie on demand it will die in the middle of it. I started to keep a log, I have had to reboot my dvr box 3/15, 3/17, 3/20. 3/22, 3/24, 3/26, 3/27 & 3/39 4/2 died in middle of movie I purchased on demand. I called and apparently this is normal. That was the response I got, "this is normal" ON WHAT PLANET IS THIS NORMAL I don't even get the service I am paying for. I am going to back to Directv I may be being overcharged with them but at least I know I will get good service.

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9:22 pm EDT

CenturyLink internet service slow as hell

I live in a small town called starke florida know as called Bradford country Florida it's small town of people I'm paying for service getting 10meg for speed only I'm getting I don't live in a city area wear there is speed 1000% faster then DSL now anyway I had no choose go with it it's soo freaking slow get from 10meg sometimes down 4.0meg speed evening slowerrrr! I called century link customer's service asking them any changes for speed upgrade two faster for regular home owner they told me ohhh! needed! started a business! get over 40meg that is load bs for love of god I live ny I got'ed speed faster for local Internet 60meg now ny called century ask if there was any new uPADTES IN MY TOWN FOR INTERNET SPEED NOPE OVER 7 YEAR BEEN NOT DON A DAMN THING FOR GOOD I SAY DO NOT GO WITH DSL FOR CENTURYLINK AND OVERCHARGE YOU FOR A PRICE YOU ARE PAYING FOR SPEED NOT GETING GET PING SPEED AS UPLOAD AS 0.02
MY CELLPHONE IS WAY FASTER THEN THERE SERVICE

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LordX
, US
May 06, 2017 12:20 am EDT

Be Lucky you are getting that. I only receive 1.5 Mbps and was told that there is no current plans on upgrading the speeds in this area. This is recent as of march 2017. I filed complaints with the BBB local government agencies etc... To no avail i received an e-mail stating that they are willing to waive my disconnection fees.

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9:03 am EST

CenturyLink Scam/fraud company

This is a horrible, fraudulent company. If they call, do not pick up the phone, report them to 1800 do not call. Do not give them any information. They call me every single day on my private house number, even though I have blocked them several times, they find way around it. The government needs to look into this type of fraud scam. I have told them several times to stop calling me and I have been on the do not call list for years now. It's unbelievable.

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robertl56
, US
Apr 14, 2016 3:43 pm EDT

received a call today from phone# [protected] calming to be a legal service trying to get personal info on me, they also state i have a case pending when i ask who is sueing me she tells me that she can't give out any of that info until i verify info, she states a police officer should have servied me with court papers today. i asked why i never been sent a letter on any of this matter she tells me agian she can't give out any info untill i verify my info. so i tould her they would just have to servie me with papers telling me i'm beeing sued.

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9:19 am EST

CenturyLink an email expressing a change in my services

Iv'e been trying to get through somehow to obtain an auto pay with CenturyLink and was trying to get a new ID and password as neither items would work . That was yesterday. This morning I received an email informing me that I had requested a change to my CenturyLink services and that some high speed equipment would be delivered tomorrow! I just want to get set up for autopay:. I already had Internet with CenturyLink. I'm going to call this morning at 8:00 If I can reach anyone on a Sunday!
I did not order this and will refuse the delivery when I arrives on Monday.
This is very stressful to say theleast!

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CenturyLink Customer Reviews Overview

CenturyLink is a telecommunications company that provides internet, phone, and TV services to residential and business customers. The company has received mixed reviews from its customers, with both positive and negative feedback.

One of the positive points of CenturyLink is its reliable internet service. Many customers have reported that they are satisfied with the speed and consistency of their internet connection. The company also offers a variety of internet plans to fit different needs and budgets.

Another positive aspect of CenturyLink is its customer service. The company has a dedicated support team that is available 24/7 to assist customers with any issues they may have. Many customers have praised the company's customer service representatives for being knowledgeable and helpful.

CenturyLink's TV service has also received positive reviews from customers. The company offers a range of channels and packages, including premium channels like HBO and Showtime. Customers have reported that the picture quality is excellent and that the service is easy to use.

However, some customers have reported negative experiences with CenturyLink. One common complaint is that the company's billing practices can be confusing and difficult to understand. Some customers have also reported issues with service outages and slow internet speeds.

Overall, CenturyLink has both positive and negative reviews from its customers. While the company has received praise for its reliable internet service, good customer service, and quality TV offerings, some customers have reported issues with billing and service outages.

CenturyLink In-depth Review

Overview: CenturyLink is a telecommunications company that provides a wide range of services and products to both residential and business customers. With a rich history and extensive reach, CenturyLink has established itself as a major player in the industry.

Service Quality: CenturyLink's services are known for their reliability and consistency. Customer satisfaction and feedback regarding service quality are generally positive, with many customers praising the company's commitment to delivering a seamless experience. When compared to competitors, CenturyLink's service performance stands out.

Pricing and Value: CenturyLink offers competitive pricing and affordability across its range of services. The company's pricing structure is transparent, and customers find good value for money in the services provided. In comparison to competitors, CenturyLink's pricing and value proposition are strong.

Network Coverage: CenturyLink boasts an extensive network coverage and availability. The company's reach and accessibility in different regions are commendable, ensuring that customers can enjoy reliable connectivity wherever they are. When compared to competitors, CenturyLink's network coverage and reliability are impressive.

Customer Support: CenturyLink's customer support services are highly regarded. The company's response times are prompt, and support channels are readily available and effective. In comparison to competitors, CenturyLink excels in terms of customer support quality.

Technology and Innovation: CenturyLink is committed to technological advancements and innovations. The company stays up-to-date with industry trends, ensuring that customers benefit from the latest technologies. When compared to competitors, CenturyLink's technological capabilities are noteworthy.

Security and Privacy: CenturyLink prioritizes security measures and data protection policies. The company is dedicated to safeguarding customer information and has robust security practices in place. In comparison to competitors, CenturyLink's security and privacy practices are commendable.

Overall User Experience: CenturyLink provides an overall positive user experience. Customers and industry experts alike have provided feedback that highlights the company's strong performance and suitability for users. CenturyLink's commitment to service quality, affordability, network coverage, customer support, technology, and security contribute to its positive reputation.

Pros and Cons:

  • Pros:
    • Reliable and consistent services
    • Competitive pricing and affordability
    • Extensive network coverage and availability
    • Excellent customer support services
    • Commitment to technological advancements
    • Strong security measures and data protection
  • Cons:
    • May face competition from other providers in certain regions
    • Some customers may experience occasional service disruptions

Recommendations:

  • CenturyLink could further enhance its services by expanding its network coverage in areas where competition is high.
  • The company could consider implementing additional measures to minimize service disruptions and improve overall reliability.
  • CenturyLink's services are well-suited for both residential and business customers, particularly those who prioritize reliability, affordability, and excellent customer support.
  • Industries that heavily rely on seamless connectivity, such as remote working, e-commerce, and online gaming, can greatly benefit from CenturyLink's services.
  • Overall, CenturyLink is a reputable telecommunications provider that offers reliable services, competitive pricing, and excellent customer support. Users considering CenturyLink can expect a positive experience.
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CenturyLink contacts

Phone numbers

+1 (800) 244-1111 +1 (877) 348-9005 More phone numbers

Website

www.centurylink.com

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