Linda Goddard sent a message to Glen F. Post, III President and CEO, CenturyLink, Inc. - email address that said:
Dear Sir:
The product is good, however, the billing experience is absolutely miserable. On December 30, 2016, your company representative Tylan told me that for $25.00 per month one could purchase 4mg of internet and WiFi. Finding this hard to believe, later that day after calling back, your employee Kim told me the same thing. At no time did they state that there would be a router charge.
A correspondence from your company dated January 7, 2017 that stated my projected bill would be $114.98. Upon receiving that letter a phone call was made and your employee Tammy informed me that day that this was just a projected bill and that my bill would be $34.95 and this included a $10.00 per month modem rental fee.
My first bill came on January 24, 2017 for $83.72. At that time a call was made and Janal said the bill was changed to $60.38. That amount was paid, promptly.
On February 20th 2017, the bill arrived for $67.83 and a call was made. Sheena spoke to me for around 45 minutes and ended up telling me my bill was $32.50. She said she was sending me another router, which I should just send back, so that she could document the router rental. The router was delivered via UPS and was refused by me.
I have just received a confirmation of services ordered dated Feb 23, 2017 that was generated by the phone call with Sheena.
In between the Feb. 20 phone call with Sheena and today, I received a promotional letter to purchase Century Link High Speed Internet for $19.95.
This is all very frustrating to me as you can well imagine. Certainly you do not want your customers having to spend 45 minutes each billing cycle on the phone with customer service or writing you an email.
My account number is 461914454. It would be greatly appreciated if you could get this straightened out for me.
After all this confusion, frustration and wasting of my time, I would like to pay the $19.95 per month for internet and WiFi plus the $10.00 router rental fee. Will you please make that happen.
As stated at the beginning of this email, your product is good, but the billing experience is miserable.
Thank you,
Linda Goddard
