Additional Information for Lumen Technologies

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.

The following describes a pending government action that has been formally brought by a government agency but has not yet been resolved.  We are providing a summary of the government’s allegations, which have not yet been proven.

On July 12th, 2017, Minnesota’s Attorney General, Lori Swanson, filed a Summons and Complaint with the Tenth Judicial District. Charges were filed against CenturyLink for using complex and deceptive pricing practices under Minnesota Statutes (the Uniform Deceptive Trade Practices Act and the Consumer Fraud Act.) Attorney General's suit also alleges that CenturyLink's used thousands of base-rate scenarios when charging for internet and television as well as offering promotional pricing without explaining the thousands of company rules and exceptions that cause consumers to pay more. Minnesota Attorney General alleges that CenturyLink has regularly misrepresented the price of its internet and television services and has routinely refused to honor its offers. 

On October 31, 2017,  Lori Swanson announced that Centurylink must better disclose its prices and fees in a court order that is part of her ongoing lawsuit against the company.  Centurylink is prohibited from making false statement about prices and terms of all products it sells including it's own products and DirectTV.  

The following describes a government action that has been resolved either by a settlement or a decision by a court or administrative agency. If the matter is being appealed, it will be noted below. 

On December 19, 2019, CenturyLink entered into a consent agreement with the Colorado Attorney General to settle a complaint filed in Denver District Court pursuant to the Colorado Consumer Protection Act. The Attorney General's complaint alleges that CenturyLink systematically overcharged Colorado consumers by advertising fixed prices and then applying additional costs through a misleading "Internet Cost Recovery Fee." The complaint also alleges that CenturyLink frequently misquoted prices due to its complex promotional pricing scheme, and that it failed to provide consumers with promised refunds. The consent agreement stipulates that CenturyLink pay $6.8 million to the State of Colorado and another $1.7 million (at least some of which has already been paid, according to CenturyLink) to current and former customers. Further, the agreement sets guidelines for how CenturyLink must disclose its pricing to current and potential customers, requires CenturyLink to discontinue the "Internet Cost Recovery Fee," and forbids CenturyLink from charging unreturned equipment fees to customers who return equipment on time. This agreement was for settlement purposes only and should not be considered an admission of guilt or finding of violation of the law. For more information, read the Final Consent Judgement.