Complaints

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.