CenturyLink Makes it Impossible to Cancel Service!

Issue not resolved

After 10 years we decided to cancel our service with CenturyLink (formerly Qwest), and they have made it an absolute hassle! After having to make repeated phone calls to them for ridiculous things (needing to call several times just to get all my services cancelled because they play dumb and act like I didn't make it clear I wanted all services cancelled, inquiring about bills they continue to send me after telling me I was completely paid up, etc.), they are now billing me over $100 for a modem I already sent back to them!

To add insult to injury, I used THEIR mailing label they sent me to return the modem, and I have a UPS confirmation showing the modem was returned to them. I cannot believe the absolute ineptitude of this company, and the problems I have encountered trying to cancel my service, which obviously was the best decision I made.

Their responses to these complaints are laughable ("We would be happy to help you resolve this issue if you would contact us at XXXXX") How about actually helping people the first time and not being complete morons about the whole process.

If they continue to harass me I will not only file complaints with the state attorney general's office but also every complaint website I can find and every consumer protection agency I know of. I am sick and tired of this whole process and I think cancelling my service with them was obviously the best decision I could have made.

10567f24 review #274750
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Oct 12, 2014

heard that!!!!!

0 1 Reply

Sep 03, 2014 Longmont, Colorado

OK, after experiencing similar issues closing/cancelling my account, I have just spoken to a gentleman named Diante(sp) who assures me that my services have all been cancelled as requested and I will be receiving a refund of $52.20 within 7 to 10 days...we will see.
I mentioned all of these complaints and he said he had never heard of anything like that...

2 2 Reply

Aug 26, 2014

What can I do so they don't take advantage of me when disconnecting I don't wanna keep paying after canceling and returning their stuff

2 2 Reply

Aug 26, 2014 Provo, Utah

It is on purpse...not ineptitude. They are being intentionally ***. It makes them money

2 0 Reply

Aug 13, 2014 Iowa City, Iowa

I canceled service with them after a year of ineptitude and was trying to return my modem. I called them to obtain the pointless RMA# they wanted me to put on the box using the number they gave me to do so when I first set up, and, after a long process of waiting, the guy told me I had called the wrong number and to call XXXX instead. So I did, and, after another long time waiting, another guy answered and told me that I had reached technical support, and I should call the first phone number to get the RMA#. Called that number again, same thing again. This company is awful. I'm getting the runaround and am not sure what to do about it.

2 0 Reply

Feb 03, 2014 Salt Lake City, Utah

Just got off the phone with Century Link trying to get our services cancelled. We have had nothing but problems with Century Link, and so have moved to digis. However it took 4 calls before I was not disconnected and on the last call I let the representative know that if I was disconnected again, I would be calling the State Attorney as well as the local new station. At that point I was helped. Having said that I am not convinced that the deed is done. I guess we will see...

5 0 Reply

Dec 27, 2013

yeah centurylink is horrible. my mother has died and I cannot cancel her account. Here I am managing her estate, filled with grief--and centurylink is giving me the runaround. Been on hold 1.5 hours, been dropped, moved to different representatives. What a waste, a dark hole. Centurylink is a major disappointment.

7 0 Reply

Nov 07, 2013

We switched to Century Link as we were led to believe it would be cheaper than Cox. It turns out it is way more expensive. One of their installers was so rude while at the home. After the first install of the phone there was a noise in the phone lines. We were told by the installer than it was our phones that where the problem. I looked down and he started complaining about me not believing him. He went on and on about it to my husband. Turns out it was not our phones but a bad line coming in. I wish I would have canceled the whole thing then and there. I downgraded our phone service which made our bill even higher for a month. I want to cancel soon.

1 0 Reply

Aug 30, 2013

The agents are only allowed a certain number of cancellations per month; if they exceed they are fired. Nobody cancelled my account until I spoke into the phone with a raised voice and a terse tone. Also, tell them you are moving to Venezuela, so they can't waste your time offering services. They lie, you lie.

2 3 Reply

Jan 02, 2013 Renton, Washington

Century Link's internet service is horrible. I just switched to Comcast and now I am happy. Century Link's customer service is full of liars. They quoted my on one price and when I got my bill, it was another. DO NOT USE THIS COMPANY.

6 0 Reply

May 13, 2013 Portland, Oregon

We got DirecTV and mistakenly bundled it with Centurylink. Centurylink only provided 3mbps in our area code. After we paid a $200.00 early termination fee- for canceling our internet (1 day after our 30 day contract expired because there customer call center isn't open on the weekends.
We have been trying (for 3 months) to get Centurylink to drop our account - so that we can just be DirecTv customers- and they will not let us go as customers.

0 0 Reply

Apr 12, 2014 Dothan, Alabama

I AGREE WITH YOU 1000% they are full of deception.
Awful, awful, awful company. :sigh

2 0 Reply

Nov 06, 2012

I just cancelled my centurylink phone service and I must say it was better and easier than I anticipated. I was expecting to be put on hold and hassled, but the rep I talked to was very professional and courteous.

0 2 Reply

Feb 17, 2013

I have been trying to cancel my service for months now. They wont cancel it and keep billing me, and give me cancellation confirmation codes, and then tell me they are invalid, and no records of my calls. I'm going to have to contact the better business bureau and attorney generals office just to try and cancel!

2 0 Reply

Aug 01, 2012

Yes, century link makes it impossible to disconnect phone service. We ported a number to Comcast and they will not cancel the account and they will not honor the port. CenturyLink is perhaps the worst phone company to do business with in the US.

2 0 Reply
Link Out

Jun 19, 2012

I will be telling everyone not to do business with Century Link. I agree that cancelling my service with them was the best thing I have ever done. I received a ten cent late charge on my final pro-rated bill over a month after cancelling my account. This is after I explained to customer service that I had not had the phone number that they had been charging me for, for over a year! I think they got their money's worth from me. Apparently they take nickel and diming their customers quite literally.

1 0 Reply

Jun 19, 2012

Hey Joey H., go screw yourself. Everyone here reading this knows that you and your company are full of BS. You're not going to help Kmi or anyone else you respond to on here. And all of us that have used your worthless services in the past know it.

2 0 Reply

Dec 07, 2011

I agree with KMI, I too tried to disconnect home phone service. Called and even sent an email disconnecting sevice and all you get is an apolgetic response saying call again, or that they cannot take disconnects by email. Funny that you can order new service, pay your bill online, report problems online, but not disconnect service. When you call and talk to several departments who all try to pursuade you not to cancel and then transfer you to the next dept it's all the same thing, repeat all your info and find out you have to be transferred again. They can continue billing me if they want to but I'll just continue disputing it until they want to go to court.

2 0 Reply

Nov 14, 2011


This is Joey and I'm with CenturyLink. I'm very sorry to read about the difficulties you've had in cancelling service. Our team would be happy to look into this issue for you. Just email us at TalkToUs@CenturyLink.com with your name, account information and reference your post here on PissedConsumer.com. Thanks.

Joey H
Manager, @CenturyLinkHelp Team

0 1 Reply

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