ED Magedson – Founder
CenturyLink930 15th St Tucson, Arizona USA
CenturyLink (part of Quest communications) CenturyLink lacks in service, services paid for not rendered, and more Denver Colorado
On July 15th, I called in to pay my internet bill through CenturyLink's customer service number. I was told past due full amount would be $98, which I paid in order to re-connect my account. Waking up July 23rd, I was very surprised to find the internet was not working on any of the devices in the house. First, they tell me to click the continue button at the bottom of my browser window(which I had done repeatedly on my own, and found it wouldn't workj) and that the page displayed was a "reminder" that my account is past due again, and no matter how many times I click continue, it routes me to the same page. They tell me to open a new window, and try again. Same thing, my browser will not load anything BUT THEIR WARNING. I called customer service again right away to find out what was going on.
After being disconnected by 2 different people, I started asking for employee names and numbers from everyone I spoke to. After the first manager gets involved, because the employee could do nothing, the manager informs me that I not have a balance due of $82, and that my internet is working fine. I immediately began inquiring as to where the charges came from. I'm told that an employee only told me part of the amount due, and neglected to inform me there were further charges. Then I'm told if I would like to make a payment, the amount due is $168!! Whoa...hold on guys...what's going on here?
I'm told that these charges were from previous months, and that it is my fault CenturyLink has not billed me, and that now they want the money, due in 48hrs in order to restore service. Funny, they told me previously that my service was NOT interupted! After being told I'm now paying $168(which has SUDDENLY appeared, but I was never informed of) on top of the $98 they took just a week prior. The employeethen disconnected the call without a word to me. After 20minutes on hold, I finally reach another representative, and request that they transfer me back to the manager I was on the phone with. They will do nothing until I repeat EVERYTHING included in the situation.
After finally going over everything again, I'm told there isn't anything I can do about this situation, and that unless I want to make a payment, there's nothing to be done. I'm hung up on again after refusing to pay right then.
I call back. After going over EVERYTHING AGAIN up to this point, I'm tranfered by the employee into thin air, and the phone requests the extension, which I dont have, and the call is terminated once more. By this point, I'm starting to get upset. After a very nice employee (named Dallas - only person who has sense in the company that I've gotten to speak with) she transfers me to a manager and even stays on the line with me so I wont be disconnected. This is when I met Ernest, who constantly told me "stop talking" while he tried to pressure me into paying before he would even HANDLE the call. After several short snippy comments from this manager, he tells me they will not fix my bill, and he tells me that my service is NOW disconnected, and without payment he has no intentions of helping. He tells me several times midsentence to "stop talking" so that he can repeat the same usseless informataion to me again and again, clearing up nothing. Then he as well, disconnects.
After all this , I'm back on hold for another 30minutes(Keep in mind I'm 1.5hrs into trying to find out whats going on while I wait for another representative, yet again. After calmly explaining to her the whole situtaion (feels like I've memorized their "cut and paste" replies to my questions. I'm tranferred to ANOTHER MANAGER, who is polite, but unwilling to get involved. He apologizes for the actions of his company employees, and then tells me there is nothing he can do, these mystery (supposedly past due?) charges have to be paid. I asked him for his manager, and he informed me that his boss does not take calls from customers, and after insisting the a generic bullshit apology should be all I want, and that I should pay the charges, AND THEN he will tranfer me to tech support to find out why my internet is not operating at my house. After Irefuse to pay him, and demand his supervisor, he gives me nothing more than an address for executive offices, located in Denver, CO. He says there is no phone number, and that in order for me to 'escalate' the situation(his words) he abruptly disconnects the phone call yet again, leaving me right where I started, 2 1/2hrs after my initial call.
What kind of company can treat customers like this? Give them blind charges, which appear from thin air, and demand more money, while the service is not working to begin with? I will be forwarding my information to the BBB, contacting a lawyer, and no longer be using their service. This company has ZERO customer service, offering a product THAT DOES NOT EVEN WORK, and then hijacking your connection AT WILL to demand more money. What's the best part? They do not have any standards, their employees don't listen, OR DO WHAT THEY SAY THEY WILL, and then they try to make it YOUR FAULT. Funny how they want $300 total, for one month of service, that doesn't work, and then try to belittle you as you call in to find out whats going on.
1. They CREATE charges from thin air.
2. Customer service disconnects you at will.
3. Managers at the company tell you be quiet, midsentence! (repeatedly)
4. Employees are incapable of a simple phone line transfer.
5. Company will place blame on you for their mistakes, and then charge you for it without notice.
This report was posted on Ripoff Report on 07/23/2013 06:36 PM and is a permanent record located here: http://www.ripoffreport.com/r/CenturyLink/Tucson-Arizona-85716/CenturyLink-part-of-Quest-communications-CenturyLink-lacks-in-service-services-paid-fo-1069519. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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