Dawn sent a message to Glen F. Post, III President and CEO, CenturyLink, Inc. – email address that said:
Good day Mr. Post,
I am a small business owner and a longtime customer. This year I just converted from a residential line to a business line. Upon completing the business conversion I was told about your product Business On-Boarding. I did not accept at this time but opted to postpone due to other obligations with another company.
This month is the month in which all the migration will take place. I have been speaking with a Representative by the name of Pedro; a very nice and informative young man.
Today, I had a long conversation with Pedro and I decided to move forward with the migration. I telephoned the number on the CenturyLink bill (for sales or billing) I was on the phone, transferred numerous times and on hold for 53 minutes.
After answering a series of questions,no one could find my account or had the authority to accept a payment. I was told that my account was not on the Centurylink side but on the Qwest side - just adding more confusing to the situation. I just wanted to make a payment to get this process going, yet I became frustrated and annoyed and questioning my decision to move from GoDaddy to Centurylink.
Speaking with most of the representative today, with the exception of Pedro -- it appears that you have a communication problem within your organization. This is my opinion based on my experience today -- a customer should not have to spend 53 minutes to pay a bill, waiting for someone to figure out what bill a customer is paying when an account number is presented, or endure numerous transfers from one department to another. Lastly, a convenience charge of $8.95 is outrageously unfair. Why don't you accept American Express?
I look forward to your response,
Dawn
