Rant: Century Link

[Franci]

FieldSup,

You may have good intentions, but it for me and likely others its a little too late. I was a customer for 20 years. Then I spent the better part of 8 months trying to get my billing straightened out after some ‘field guy’ told me my slow internet could not be fixed, but I could sign-up for high speed internet. He showed where it had been installed, offered to have someone call. Unfortunately I bought the song and dance – and paid more than I was told it would be for 8 months trying to get the billing corrected. Each time I received a new bill and called it took 2,3, o4 4 calls why because my calls kept getting mysteriously dropped. And no one could seem to see the history of my prior calls, I would have to start at the beginning, by the time I cancelled it was a pretty long story, since it included all the previous attempts to correct the problem.

One day my internet was out, I called that problem in and was told someone would be out the following day. Nope, 2 days later my phone wasn’t working either. That was the straw, that broke that back of my relationship with CL.

What needs to happen is CL needs to honor the agreements that they make with people. They need to call customers if they are not going to keep an appointment and they need to fix their obviously broken customer service policies/department/??. I probably talked to at least a dozen different people over the course of those 8 months. This isn’t a bad employee, this is a bad system/company. When I called to cancel, they wanted to know what they could do to keep my account. Well they could have actually delivered what was promised when I signed up for the high speed. They could have been responsive to any of those phone calls trying to get it sorted out, But instead all I got was the run around. I don’t pretend to know what happened to CL, I just know they have serious internal issues and need to resolve them.

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[PangolinPie]

I hear crickets. Did anyone contact the Centurylink rep? Any response or solution?

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[anonyme]

PP, I still need to make contact, but past experience has left me so traumatized that I’d almost rather have my fingernails pulled out than have to contact CL – especially after the response by FieldSup, which clearly indicates that he/she either did not read the comments, did not understand them, or – more likely, doesn’t give a flying turd and was posting as a diversion. But thanks for the prod, it has to happen sometime…

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[Franci]

I did file a complaint with the FCC. I guess I didn’t give them my phone # as I did receive a letter in the mail from CL stating that the could not do any research without it.

I do find that a little hard to believe. The account that I had with them for the last 20 years, 14 of which were at my current address, were billed to my name and address that is on the letter itself. Seems like a simple search in their database would give her the phone # I had for this address.

I emailed her today with the phone # that I had with them. I’ll update this thread with any response I receive.

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[anonyme]

UPDATE:
Last week I sent an email to FieldSup (Todd) using the address that he supplied, above. I detailed my latest issue. I asked that he respond by email, and let him know that I would not have undocumented conversations, such as by phone. I also told him that I would be reporting the results, if any, here on the Blog.

Did someone mention crickets?? There has been no response whatever. Clearly, as someone else mentioned, this was just a maneuver to take the conversation offline, while doing absolutely nothing to address the issues – yet another DIRTY, unethical trick by CL to screw customers and avoid accountability. And yes, this little item will be included in my complaint to the FCC.

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[Franci]

Well, you could blow me over with a feather!! The person that contacted me from CL because of the FCC complaint, just sent me a response after looking into my account. She indicated she could see the offer I received/accepted for high speed ($70.00/mo), AND that it was never applied to my account, (instead I was billed $104.00/mo).
She is requesting a refund for me and has said she will be following up to make sure I receive it. Not holding my breath, but am hopeful that it will come thru.

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[anonyme]

Franci, that’s interesting. Good luck going forward!

After I posted the above update this morning, I received an email from FieldSup saying he’d “been out of town”. He then forwarded my request to someone else to take care of, with a note that he was including his phone number in case I wanted to reach him directly.

There was no phone number included.

We’ll see what happens from here.

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[PangolinPie]

Franci, was just wondering if you ever got that refund, and whether anyone else contacted the CL rep or has heard anything else back from them.

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[Franci]

Funny you should ask, I’m pleased to report that I received my refund check in the mail tonight.

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[anonyme]

I’m still struggling with CL issues via email. Sorry to say that written communication is just as bizarre as verbal. Too many multi-level deals, nonsensical fees, and huge rate increases past the 1 yr. mark. I took a break because it’s just too exhausting.

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[Franci]

anonyme,
Sorry to hear that! Is this someone that contacted you from your FCC complaint? The person that assisted me, emailed me for info from the complaint filed with the FCC. It was pretty straightforward – when I asked why it was so difficult to resolve when I tried calling (over and over again) – she said it was an internal billing issue.
Franci

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[anonyme]

I know it’s been a while, but my Century Link saga has reached a new stage. I wish I could say it was an improvement, but as I feared, it is WORSE than ever. I will now be filing a complaint with the FCC, complete with dozens of emails between myself, “FieldSup” and the Field Sales Implementation Manager, who FieldSup included in the exchange.
I stated clearly when I contacted FieldSup that I wanted to reduce my service from a landline/12 mg DSL internet bundle to stand alone internet. I asked to be quoted prices in writing as to exactly what it would cost to do so, including all fees. I also made it clear that the reason I wanted the entire exchange in writing rather than by phone was the CL penchant for lying – quoting one price, charging another, with no documentation for the consumer to refer to later.

It was an exhausting exchange that took several months of back and forth. It was difficult to get an answer to simple, direct questions. Instead, I received pitch after pitch for upgrades to fiber at super speeds, quotes for all kinds of new bundles, and generally lots of stuff that I wasn’t interested in. The info often differed by small details each time, and my insistence on clarity became contentious as of late – especially when I informed both parties that I had made a final decision, which was exactly what I stated it would be at the beginning. Prior to that announcement, I had been receiving responses within a few hours. A week went by, as did the end of the billing period. When I wrote back and said my next contact would be the FCC, I finally got responses with lame excuses from both parties.

I had on multiple occasions been quoted a TOTAL price of $29.95 per month, plus $1.99 in fees, plus an additional $10 per month for NOT signing up for autopay. (I do not trust CL to bill ANYTHING correctly, and with good reason.) So, my total bill was to be $41.94 per month. Today, I received an “order confirmation” in the mail, including my new monthly charge of $73.99 per month – nearly double the quoted price. A new nightmare begins.

Sorry this was so long, but anyone even considering doing business with this criminal organization should keep in mind that this little documentary represents a SINGLE, SIMPLE transaction, with copious amounts of documentation. The FCC should shut them down,IMO. We, the people, need to get seriously LOUD about municipal broadband.

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