Wholesale support

Creating a billing request (ticket)

If you want to change your billing address, dispute a charge, clarify a charge, or request a refund you can submit a billing request (ticket) using Control Center. After you submit the billing request, you can view the status of your request in Control Center.

However, you must have advanced or admin eBilling permissions to be able to submit a billing ticket. If you have questions about your permissions, contact your system administrator.

  1. Click the Billing tab, then click the Billing Reference subtab.

    Control Center displays all your billing requests (tickets) and detail for each:

    • Billing Request ID (Ticket #)
    • Ticket Title
    • Status (status of the billing ticket)
    • Account (the account number the ticket was opened for)
    • Billed Date (the date of the last bill for the account)
    • Submitted (the date the billing ticket was submitted)
    • Last Activity (when the ticket was last updated)
  1. Click Create Requests.
  1. Select the row for the account you want to open a billing ticket on.
  1. On the left, select the type of billing request you want to open.

  2. From the list on the right, select the type of question, dispute, or change you have. (For example, if you selected Billing Name/Address/Contact/PO Change for the ticket type, you might select Billing Account Name or Address Change as the change type.)
  1. Fill in the details for the billing request. Depending on the type of request you're creating, Control Center requests different information so CenturyLink can more efficiently process your request.

  2. When you're done, click Submit.

    You'll see a pop-up box confirming your ticket's been created. Within 24–48 hours, you'll receive an email with your request number and the contact information for the agent who's working on your request. If you don't receive a confirmation email, double check that your contact information and alert settings are correct. When your request is closed, you'll receive a final email.
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