Kristin sent a message to Glen F. Post, III President and CEO, CenturyLink, Inc. – email address that said:
June, 28, 2016
I am writing this due to the inadequate service I feel I have been receiving for the past year. In May of 2015 because I was not happy with the service I had been receiving from CenturyLink I cancelled service. When I did so I was never told about an early termination fee for some contract I was unknowingly a part of but that CenturyLink would send me a return box for my modem. If I did not promptly return the modem I would be charged for it at $100+. I received what I thought was my last bill and paid a small sum of approximately $15 and thought I was done with CenturyLink. Then I received another bill and was told this is my last bill. I mentioned I never received the return box and was told they would re-send a label. Never received the 2nd label. I called back a number of times to get this label and specifically asked about the 30 window of when I had to send it back as to not get charged for it. I was told my account was noted so I didn’t have to worry about the charge. I let time go by and recently called back to ask about the return label and finally one was received. I asked on the phone on 2 separate occasions that even though the modem was not returned within the 30 day window I would receive a refund. I was NEVER told that I owned the modem. The thought never occurred to me because I never bought it! I was told, and I quote, “Send it back and you’re good to go. Don’t worry you will receive a refund”. Today I checked up on it, got transferred 3 times and when I finally was able to talk to someone I was told that I owned the modem and you didn’t owe me anything. Trying to go back through my bills, knowing I pay in full each month, I could not understand why my final bill was over $400. I have no recollection that I bought the modem nor was I presented with any proof. When I said that I was misinformed for the past year and if I do own the modem send it back. The operator hung up on me. I am sure you can tell by the tone of this letter that I am infuriated. If I was given correct information I’m sure that this would have been resolved back in May 2015. Not once was I told I owned the modem until today. I am sure you feel that your time is rather important to you but my time is just as important to me. After arguing on the phone for over 40 minutes and then taking more time to write this letter I believe I am entitled to, not only an apology, but also the value of my modem or at the very least the return of the modem.
I look forward to hearing from you regarding this matter.
Thank you,
Kristin
