We were sold a package for $115, which was beating our current provider (the only reason we were interested in changing was to save a few bucks). It was to include Prism, internet, and phone. DirectTV showed up and said that they were a part of the package we ordered. We were confused, but CenturyLink assured us this was correct. Then our CenturyLink installer showed up unannounced, we asked him to return, but he never showed when we rescheduled.
We received a bill from DirectTV two days later only to find out that the "package" was to be more than double what we were quoted on the phone. CenturyLink said they would investigate this as the original quote was way too low, but when we followed up two days later, they had "lost" the recording. However, they made it clear that we were now in a 2-year contract with DirectTV (my hubby should have read the paperwork when the DirectTV installer was here, but he thought he was simply confirming installation and all billing would be through CenturyLink as that is what we ordered), and we would now be responsible for paying $480 if we attempted to cancel.
We did find out that CenturyLink put a dual work order through (one for Prism, which we requested, and one for DirectTV), but they state we are responsible for their mistake. We first learned of this dual work order when a representative called us a week after our DirectTV installation to schedule our Prism installation. We were confused because we thought that we had already received the television component of our CenturyLink Prism package. The CenturyLink representative began to tell us how horrible DirectTV is in Las Vegas , and we in turn told him that CenturyLink had just installed the product for us as part of our supposed Prism Package. So now thanks to CenturyLink, we have a product that they consider "horrible."
Ever since this time, we have been trying to chase them down to resolve this issue (i.e., try to get our bill to at least be equivalent to what we were paying with the other provider) to no avail. We have spent 10+ hours on the phone, been disconnected multiple times and never had our calls returned despite promises on their end.
To make matters worse, they changed our phone and internet over without our permission, so our phone service and internet are now not working properly. They also called three days ago to tell us that they would be reassigning our number because they gave us the number for an existing customer. This is confirmed by the multiple calls we get for this family each day. We also received a call from a hospital for this family stating that if the hospital did not receive the proper paperwork today then they would not get their prescriptions for next month. Let's all hope that this is not an urgent message! Despite recognizing this problem days ago, CenturyLink has still done nothing.
All but one representative has admitted that CenturyLink is in the wrong, but they have not been able to fix our problem. Many supervisors (Dennis, Ryan, Mike, etc.) have said that they found a solution, but the call was either disconnected or the email they promised to send was not sent before any action on their part was taken. Most recently we spoke with Jennifer, a supervisor out of WI, and she was extremely rude and accusatory of us - like we enjoy spending our time in this wasted manner! She actually made up complaints to try to divert the conversation away from the issues we were raising. I am tired of trying to resolve this issue with them because it is going no where and becoming abusive.