Report: #699783

Complaint Review: CENTURYLINK

  • Submitted: Fri, February 25, 2011
  • Updated: Fri, February 25, 2011
  • Reported By: Vanessa — Norfolk Virginia U.S.A.
    MONROE, Louisiana
    United States of America


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When CenturyLink became the telephone provider they created an additional account number for my line. I pay my bill online as always and when I log on my bill has not been more than $20. They're telling me that I have a balance of $135.xx and that they are lenient with their billing that's why the phone wasn't disconnected until my grandmother notified me she wasn't able to dial out and I made a service request. They state that a paper bill was being mailed to my home which was an old address. I take responsibility for not updating my billing/mailing address but figured it wasn't significant since I control/access my account from the internet. Now my grandmother is without phone service and they refuse to restore it until they get the $135.xx paid in full. This is unfair. Where were my payments going?
The Rep questioned me as to why I didn't see it to weird to have a zero balance or such a low balance. Once the companies merged I removed the voicemail and long distance amenities because my grandmother never utilizes them.  They stated that calls was made to the number on 28/8/11 and 2/18/11 regarding the bill and a message was left with a person and I feel this is a false statement as my grandmother always notifies me when such messages are left or calls are received. I feel this is unethical and unprofessional because the error originated with their transition of companies.  I was told I was supposed to set up my account with the new number. How was I to know that? I log-in with the same user name and password and my account pulls up. It's not my fault that the bills weren't current. I shouldn't be held accountable so egregiously for something I was unaware of. My grandmother is 67 years old and in bad health; therefore, she needs a landline in her home. I just want service restored and the ability to pay my bill in 2 payments beginning on 3/16/11 and ending 4/1/11. I need someone to look into this situation. I feel they are trying to manipulate me and get over without taking any responsibility for what has occurred. 
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