Report: #1076445

Complaint Review: CenturyLink

  • Submitted: Fri, August 16, 2013
  • Updated: Fri, August 16, 2013
  • Reported By: Vegas — Las Vegas Nevada
  • CenturyLink

    Monroe, Louisiana

CenturyLink Prism TV Horrible Product, Incompetent & Rude Customer Service Las Vegas Nevada

*Author of original report: Yes Really!!!!

*General Comment: Really???

Show customers why they should trust your business over your competitors...

First of all, our internet service was slow and inconsistent. The Prism whole home dvr is programmable online but we were never able to log into our dvr because their system didn't recognize us. Even their tech support could not log into our account for the dvr. They accelerated a trouble ticket and could not tell us when or if it would be resolved.

When we had had enough, we cancelled within our 30 day trial period. We were told we could not keep our phone number and that we had to cancel a week before to get the cancellation within our trial period. I went berserck and with the help of our Cox installer, we were able to get our number. After arguing with the rep on the phone for awhile, I was able to get our account cancelled within the trial period to avoid the $250 early cancel fee.

THEN two days after we received our final bill of $166.19, we received a collection agency letter telling us we were being sent to collection for $301.90! I called customer service very upset, buit not yelling or anything. Just speaking firmly and the rep told me to BE QUIET while she was talking. RUDE, RUDE, RUDE. She said they send EVERY cancellation to Pre-Collection for 90 days. WTH? We have stellar credit which is why we could get their service in the first place. Additionally, we did not owe $301. Furthermore, we had only received the final bill. Why in the heck wouldn't I be upset over this?

Customer service and Tech support are horrible. The Prism service is dependent on their internet service which is beyond slow. I will never do business with them again and neither should anyone else.

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This report was posted on Ripoff Report on 08/16/2013 12:20 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report

Yes Really!!!!

AUTHOR: Vegas - ()

You obviously don't understand what 'within the 30 day trial' means. That means we cancelled BEFORE our trial was up. We upheld our end of the"CONTRACT" although we never signed anything.

It was Centurylink that failed to keep their end of the "contract". Their website and advertising clearly states that if you cancel within the first 30 days, you will not be charged an early cancellation fee.

The problem was that they wanted to keep the phone number that we had brought with us to Centurylink. They told us that it takes a week for a number to cancel. So even though we cancelled within the 30 day trial, they wanted to charge us anyway because the week would put us 1 day over the 30 days. That is B***S***. If we cancel within the 30 days, we are honoring THEIR contract terms.

We tried very hard to deal with Centurylink but when they cannot even handle their own website technical problems, it does not leave a customer with much faith in their ability to deliver a consistent quality product.

Sending a customer to "Pre-Collection" before ever sending them a bill is outrageous! I cannot imagine why anyone would want to do business with them again when treated so shabbily.

It doesn't surprise me, however, that Centurylink has minions scanning the internet to try and refute bad press, but it would behoove them to hire someone better able to communicate in the future. 


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#2 General Comment


AUTHOR: Tyg - ()

 So basically you are saying that they told you that you did not qualify for cancellation as you missed the date but you still did what you did getting them to void thier own policies to forgive what you owed and then you get sent a collections letter and your SURPRISED?! Really?? You do realize that the contract you signed doesnt allow much wiggle room. And that if the ppl you talked to's boss decides that its too bad you signed a contract that they WILL reverse the forgiven ETF. Good Luck. Im betting that you will be haunted by this as they probably will not remove it.

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