The complaint has been investigated and
resolved to the customer's satisfactionResolved Century Link — over charging / not keeping with quote
resolved to the customer's satisfaction
In January of this year I received a postcard from Centrylink offering a bundled package of phone, tv and internet. I have been a customer of Centrytel now Centrylink for about 6 years and was looking at a way to lower my monthly expenses and this looked like a option.
I made a phone call to your customer service department and talked about the different options. When talking about it I asked what the total cost would be including taxes and any fees since I wanted to make sure I was making a informed decision. The female representative quoted me $104.00 a month. I asked her again does this include everything she said “yes”. She went through setting up a time for the installers to come out to my house and install the dish for the tv. I again asked her at the end of the conversation about the bill being $104.00 a month and she said yes to this again.
At the end of January we got the first bill it was $306.00! I called customer service and they said that the bill included installation, which I was not told about, and other set up. I told them at that time I was quoted several times that it would be $104.00 a month he said that should be your regular bill but we were caught in a billing cycle and so it had our old charges just for the phone plus the new charges plus installation. I told him that I was not aware of any installation charges it was never explained to me. He then said we could work out a payment plan in which I could pay $140 a month till the bill was caught up. I was not happy with this but agreed to it since it seemed like Centrylink was willing to work with me on it. I made a payment at that time around $120 and another payment of $150 on February 28, 2010 which, was more than the $140 which was agreed upon.
On March 3, 2010 I came home to discover my TV is not working. I called Centrylink and was told I had to pay $228 to bring my bill current, and that the charges for this month are $148. I said that this does not make any sense. I had set up a plan with your company to pay $140 a month in which would be my regular payment of $104 a month. She said there is no plan set up and the past due amount would have to be paid in full. Her name was Debra (she was not very friendly) and I asked is there anyone else I can talk to she then transferred me to customer service. I explained to them the situation above and told her that I was quoted $104 a month, which was to include everything. She said that the customer service people are not suppose to do that and I told her that not only did the representative from your company do it she did it several times. She then proceeded to tell me “yes she may have but to let you know she is no longer working for us”. I then said well I would like for us to resolve this and she told me we can get your bill down to $104 a month by dropping some services. I told her that it isn’t fair to me the customer that someone representing your company quoted me a price that your not willing to stand by and then tell me that I have to pay it or drop my services. She didn’t say anything and I thought the line went dead or the call dropped so I asked her how she would feel if this happen to her and all she said is “is there anything else I can do for you today” at that point I understood that she and Centrylink were not going to honor what I was told and not only that but was unwilling to work with me.
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