August 16, 2017
I was told by your rep. Aurora on 8/1/2017, when I asked for our change of location to be processed, that there would be NO CHARGE for the modem or the tech fee when our service was turned on again at our new address. I have talked with your customer service people 3 times now and have been told that they will not credit my account. They say there is a credit on my account...however, there is NO credit anywhere on my bill for the modem that was installed and that I was charged for on 8/18/2017 on my latest bill. Today, 10/5/17 I have spoken with Derek at 2:35pm - he let me go thru my whole story and then transferred me without telling me he would transfer me and then suddenly I'm speaking to Toni (female) at 2:40pm, she starts out the conversation nicely but when I begin to disagree with her about me having NO credit on my bill for the $99.99 charge for the modem she becomes rude. Toni does not let me talk, she runs over me when I try to say anything and tells me that I've already received a credit. I've never known any company to credit someone for a charge that has yet to be billed for. I asked Toni for a Supervisor to speak with...she is extremely belligerent by now and tells me she will DEFINITELY be GLAD to transfer me to a supervisor as soon as she completes her notes to tell the supervisor EXACTLY what is going on. So I get transferred finally (after Toni puts me on hold...saying nothing else) and I stay on hold not knowing if someone is coming on or not and eventually I get someone who says his name is Zach after I asked his name but I get the feeling he did not give me his real name. He listens to me but rarely responds when I'm speaking, so much so that I continually ask if he is there. He tells me I have a credit, I will not be given a credit for the modem and when I ask for his supervisor to speak with, he tells me there isn't one. SO...today, at 2:35 I called your Customer Service line [protected] and I did not encounter ONE person in your system (including your automated system that disconnected me the first 3 times I tried to get a Customer Service Rep) that was courteous and helpful. I have copies of both my bills and I have nothing on either of those bills showing me that I have a credit for the modem that I was TOLD I WOULD NOT HAVE TO PAY FOR. The charge for the modem is $99.99 and nowhere on either bill do I have a credit for $99.99. I was also told by Toni that for the period of time between my old location and the second billing for September that I was charged at a higher rate than my account should be. We have been your customer since living at 2402 NW XXXX Street, Ankeny Iowa in 1998. then 2326 NW XXXXXX St, ANkeny, IA 50023 and now 301 NE XXXXXXX Dr, Ankeny IA 50021...so many people have told me to cancel our home phone because THEY HAVE but we keep it because my husband has had 2 serious health issues and should I have to call 911 I want that direct link to the 911 system here in Polk County Iowa. We have been good customers and have always paid but your representative tells me that I don't have to pay for a $99.99 modem and yet you charge me for it, so I call to have the error corrected and your customer service people are rude and don't care. More and more people tell me they refuse to have a home phone anymore because it's just too much of a hassle to deal with Century Link. I'm so disappointed and hurt. I've always done right by you...yet your people are nasty to me. Toni, the 2nd person I spoke with told me that she would give me a $40 credit because I was overcharged for the end of August and first 2 weeks of September but I'm pretty sure I will never see that on my bill because none of what your customer service representative's promise comes to pass. It's up to you folks to let me know if you will do right by us and credit us or will you lose yet another customer????