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Incorrect charge on your bill?

If you see a charge for a service or product that you think is incorrect, you can dispute the charge.

How to request a bill credit

Please contact us with any questions about your bill. Our agents will review your bill with you, and if there's an error, they can make the necessary changes or adjustments to resolve your concern. 

 

You have up to 90 days to dispute a charge on your bill.

When will I see my credit?

Frequently questioned charges

There are a few types of charges that are often mistaken as being incorrect. In the case of some third-party charges, they may be unauthorized and can be disputed.

Federal and state taxes and fees sometimes cause customers to wonder if they are correct. To learn more about the various taxes and fees that can appear on your bill, see our informational pages. You cannot dispute taxes or regulatory fees.

One-time charges may include:

  • Shipping costs
  • Purchased modems
  • Technician installation

 

Pay-per-use (PPU) charges can include:

 

PPU charges are billed directly from your phone line.  Prior to contacting CenturyLink, ask members of your household if they used any of the PPU features listed above. 

A third-party charge is any charge that comes from outside of CenturyLink. Companies may provide a product or service, and then charge you through your CenturyLink bill. You'll see these on the first page summary of your bill, under the section titled "Other Companies" or "Third Party Providers." The charges are explained in more detail on later pages of the bill. 

Examples of outside charges include charitable donations, calls to or from correctional facilities, and long-distance services from other providers. Many outside charges are valid, meaning you agreed to them at some point. If you see a charge you don't recognize, it could be a valid one-time fee that you or a member of your household approved.

The practice of charging customers illegitimately is also known as "cramming." Third-party billers may get customer information from a website, a contest entry, coupon, or even promotional materials you send to a company by mail.

If you see a third-party charge on your bill that you know was not authorized, please contact us right away to resolve the issue. CenturyLink will remove the charges, and can also place a bill block to try to stop future unauthorized charges. There is no fee for this service.

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