CenturyLink Quest, Legacy My house was for sale and I needed temporary internet service w/out a contract Phoenix Arizona

In September 2013 my house was for sale and I was in need of temporary internet service at the home.  I chose Century Link and I made it clear I couldn't commit to a contract because I didn't know if I'd be able to get Century Link, Quest or Legacy at my new home because I hadn’t chosen the new home yet, I was still shopping around.  My home sold in February 2014 and I moved into my new home on February 14, 2014.  I cancelled my Century Link (CL) service at the old address, effective 2/18/14.  CL does not service my new address.  At the time of cancellation at my old address I was due a credit of $18 - $75, to be paid to me when I returned their equipment.

About 3 weeks after moving into my new home I received a collection notice from "Convergent", an in-house Century Link collections department, stating I owe $200.22 for early termination of my ONE YEAR CONTRACT.  They applied my credit balance to the early termination fee and $200.22 is what they recon I owe.  I called CL and asked them to go back and listen to my September conversation with their sales department.  I assured them I did not agree to a one year contract, the saleswoman in September assured me 2 or 3 times, "...no worries....no commitment....no contract...."  She also stated I could use my own modem and therefore she could wave the monthly modem rental fee.

In September I was sent a CL modem via UPS and my account was set up for the monthly rental fee.  Century Link listened to the recording of my original order and subsequently waved the monthly modem rental fee for a period of one year.  Unfortunately, the recording is no longer available in March 2014, so they can’t verify that I didn’t agree to any one year contract.  Their argument is that the contract information appeared on every bill.  Who reads the bill?  I just know what I asked for and was told by their sales staff:  no contract.  They refused to accept that a pattern of deception had already been established by their saleswoman regarding the modem.  The Century Link sales staff says whatever they need to say to get you to be a customer, screw the truth.

Bottom line.  Don’t trust anything Century Link’s sales staff or third party sales/call centers say to you as representatives of Century link.  Their sales staff are usually not local and they know that nothing is in writing and they know by the time you discover discrepancies they’ll be protected by Century Link’s hard-line policies.  In my case, their hard-line policy is I should have noticed the contract information on my bill, which is bull----.  I never opened a single bill from Century Link because I am a busy person.  Most of my other bills are paid electronically but because this was a temporary service, I never considered setting them up as a pay-to at my bank so I overpaid them based on what my quote was in September.  The saleswoman gave me a quote of $28.95 (for internet only) and I paid them $35 per month from October thru February, which is why I had a credit balance at the time I cancelled service, plus they had earlier waived my set up fee in response to the modem debacle, which brought my credit balance to over $75.

Warning:  The billing department, financial services department and escalation management departments all claim that they are the final link in the food chain, there’s nobody above them in management you can talk to for a resolution.  They are liars and I sense they’re reading a script or have the script memorized.  When I mentioned to “Crystal”, the supervisor of the escalation management department, that if she was going to laugh at me after I stated I wanted my credit balance paid plus a write-off on the early termination, she should probably just give me the direct line and/or extension number of her supervisor.  “Crystal”, who’s phone number is 877-348-9004, ext. 0197706 (?), stated she wasn’t laughing at any time.  Another lie.  These folks insult your intelligence and it’s obviously a culture within the company, as they all speak to exiting customers the same way, with the same hard-line policies.  When you sign up with them as a new customer, forget about it….sugar wouldn’t melt in their mouth they’re so cool and accommodating and ‘bend over backwards’ charming and helpful, but just wait till you try to cancel!

PS:  Crystal, the all wise one advised me I’ll probably need a lawyer (for $200)!!!!