Claim Compensation from CenturyLink | Get Reimbursed 2025

Getting your ducks in a row before you contact CenturyLink dramatically increases your chances of success. Don't go in unprepared.

• Gather Your Account Details: Have your account number, the full name on the account, and your service address ready. They will always ask for this first.
• Document Everything: Write down the exact dates and times of the service outage or the billing error. Take screenshots of error messages, speed tests, or incorrect charges on your online bill. Keep a log of every call you make, including the date, time, and the name of the representative you spoke with.
• Know What You Want: Decide on a fair compensation amount before you call. For an outage, this is typically a pro-rated credit for the days you were without service. For billing errors, it's the full amount of the incorrect charge.
• Reference Their Own Policy: Briefly check CenturyLink's Terms of Service online. Mentioning their own policies (like their commitment to service reliability) shows you've done your homework.
• Stay Calm but Firm: Customer service reps deal with angry customers all day. Being polite, clear, and firm will get you much further than yelling. State the facts and what you expect as a resolution.

In the United States, your rights as a telecom customer are primarily defined by your service agreement with CenturyLink and regulations from the Federal Communications Commission (FCC).

• Service Level Agreements (SLAs): Your contract with CenturyLink outlines their service commitments. For internet outages, you are typically eligible for a pro-rated bill credit for any verifiable outage lasting more than 24 consecutive hours. You must report the outage and request the credit; it is almost never applied automatically.
• Billing Errors: You have the right to dispute any incorrect charges on your bill. Under federal law, you must notify the company in writing within 60 days of the bill's issuance.
• Regulators: The primary regulator is the FCC. While they don't typically handle individual compensation claims, filing an informal complaint with the FCC is a powerful tool. The complaint is forwarded to a specific contact at CenturyLink who is required to respond, often leading to a resolution. Some states also have Public Utility Commissions (PUCs) or consumer protection agencies that oversee telecom services.

Compensation from CenturyLink is almost always issued as a credit on your next bill, not a cash refund or check.

Subject: Compensation Request for Service Outage - Account #[Your Account Number]

Dear CenturyLink Billing Department,

I am writing to formally request a bill credit for a service outage at my address: [Your Full Service Address].

My account number is [Your Account Number].

The service outage began on [Start Date] at approximately [Start Time] and was not resolved until [End Date] at [End Time], resulting in a total of [Number] days without the internet service I pay for.

This disruption significantly impacted my ability to work from home and stay connected. As per my customer service agreement, I expect a reliable connection, and this extended outage did not meet that standard.

I have already reported this issue via phone on [Date of Call] (Reference Number, if you have one: [Reference Number]).

Based on my monthly bill of $[Your Monthly Bill Amount], a pro-rated credit for [Number] days of lost service would be $[Calculate the pro-rated amount]. I request that this credit be applied to my next bill.

Please confirm receipt of this email and let me know when the credit will be processed.

Thank you for your prompt attention to this matter.

Sincerely,

[Your Name] [Your Phone Number]

If your initial request for compensation is ignored or denied, don't give up. You have several escalation paths.

1. Ask for a Supervisor: If you're on the phone and the agent can't help, politely but firmly ask to speak with a supervisor or a member of the customer retention team. They often have more authority to issue credits.

2. File an FCC Complaint: This is your most effective tool. Go to the FCC's website and file an informal consumer complaint. It's a straightforward form. CenturyLink is required to respond to you (usually within 30 days) and the FCC. This often gets results when nothing else does.

3. Contact Your State's Consumer Protection Agency: Search for your state's Attorney General's office or Public Utility Commission (PUC). They handle consumer complaints against utility and telecom companies and can apply pressure on your behalf.

4. Make Noise on Social Media: Post a concise and public complaint on X (formerly Twitter), tagging @CenturyLink and @CenturyLinkHelp. Companies dislike public criticism and may escalate your issue internally to resolve it quickly.

5. Consider Small Claims Court: For significant financial losses or a complete refusal to address a major issue, small claims court is a final option. It's a serious step, but sometimes it's the only way to be heard.

Tired of the endless hold music and being transferred between five different departments just to handle a simple issue with CenturyLink? Sound familiar? Dealing with their customer service can feel like a part-time job you never wanted. It's frustrating, time-consuming, and designed to make you give up.

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The information on this page is for informational purposes only and does not constitute legal advice. Pine AI is not a law firm.