Embarq / Scam and cheating
Embarq is losing a loyal customer. Residential / Small Business / Toll-free. I have 3 accounts. Joined them when they were Sprint. Have had major billing issues with them for the last two years with my business and toll free lines. My Small Business bill came in wrong half the time. Their unlimited long distance calling plan just wouldn't 'stick' and I would get high bills. And boy, did I dread calling in and being told 'It's not my department' and being transferred from one agent to another, or being told to call another telephone #. It wasn't unusual that I would spend one to two hours trying to get it straightened out. But eventually, I would get a rep that would be able to help. These angels need to be commended. The reps were not rude, just clueless. Too many departments that don't work or communicate together. And their business is communication! I started to resolve this month's bill discrepancy by calling the customer service # listed on my bill, as I usually do, on May 27th, as my toll-free line bill was 3 times what it 'normally' is. After not being able to resolve it with a rep named Richard, who tried to resolve it but could not because of Embarq's complicated pricing programs, a rep, named Jenny, assured me that a Supervisor would call me back. No Supervisor called, and I put off the inevitable hassle I would have to put myself through until the bill came due. So here's how this went on June 10th: 1) Called the customer service #listed on the bill -[protected]; 2) Rep told me to call another # [protected] ; 3) Stephanie in the Customer Service for Small business answered and said to call Accounts Receivable at [protected]; 4) Rose in Accounts Receivable said their department didn't handle it and told me to call Customer Service at [protected]; 5) This got me to Alyssa in Residential Customer Service who... 6) transferred me to Dianna. Dianna was my angel on this problem. She took care of it by finding a plan that works. And she warned me that my next bill will come in wrong and that I will have to call in, again, so that it can be adjusted to the new plan. Dianna is definitely an asset to the company. Good phone service, just lousy administration and billing. I'm looking for a company that's good on all points. By the way, I haven't had any problems with my residential bill. Must be a totally different company.
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