Ebony sent a message to Glen F. Post, III President and CEO, CenturyLink, Inc. – email address that said:
Hello Mr. Post,
My name is Ebony and I am writing as a concerned customer. I cannot understand the falsehood prices your company claims or provides. I have had the most unpleasant experience of a lifetime when it comes to getting service. So much that I literally have gotten headaches from the stress. Service was to be installed in mid-June. We received a call from the recovery department stating that we could not get service because of a bandwidth issue. That was concerning because our apartment complex is contracted with your company. I was also initially told that we could not get Directv, but I will explain more on that in a minute. Then I decided to call and find out exactly what was going on. I was told by the rep that I had nothing to worry about and that it wasn't true about getting service to our building. I said, great when can we have this set up? She told me that we could get service installed on that Saturday coming and that our bill once all discounts were applied would be between $85-$95, but no more. This included premium channels (Prism), no box charges or modem charges as well. I asked her several times, was this price true because just in general to get to the right area it took at least 5 transfers per call before I could get to anyone that could truly help. She said she was sorry for the inconvenience and that she assured me that I had nothing to worry about and they would take care of everything. So we waited that Saturday, all day and called several times and we were told that they would be there. We waited and waited and waited. No one called, no one showed up. Then they stated after all day waiting that there appears to be an issue, you need to contact recovery on Monday. I did contact recovery and they kept saying they had no idea when we would be able to get service. So then we decided to go to the local office (Centurylink) and speak with a representative there. He contacted the local installers and they told him that the reason we had not been able to get service was because whomever entered the code in for installation, entered the wrong info which in turn caused them to delay, because it did not match anything in their system. So again we set up another time for an installation. After the gentleman gets there to finally set up on a Friday, he said there is a problem with the connection in our particular building and that we would need to contact customer service for the setup again because he was unable to connect. Also at this time I noticed where the switch box was for the cable, there was a line sitting in there showing a Directv hookup. So that was another falsehood told to me. Absolute frustration beyond words. At this point I have literally had enough for being on the phone hours at a time. Being transferred a bunch of different times after calling the multiple numbers I’ve been given to get the help needed. So I finally get through and they set up another appointment for 7/23 to get installation. Non the less the reason we didn’t get previous installation was because the guy that came initially, didn’t know how to hook it up properly. So the two guys finally get there and set everything up, everything works for a little while, but we started having remote and receiver issues. We got a new receiver on 8/11 and set it up. It now seems to be working fine. But here is the ultimate issue, we were quoted again between $85-$95, with all these perks, as before mentioned, to compensate for the fact we have been going back and forth trying to get service. The bill comes and it’s $203.00! Please explain how this is so? I contacted the billing department today and they said they had no such promotion and that they apologize, but they could not help me. The only thing they could do was waive about $30 worth of additional costs. This is unacceptable. I have never ever in my life been so perturbed and in disbelief over something in my life. I don’t even get upset, but this is absolutely ridiculous. How is this even possible that your company is still in operation? The customer service rep said herself that this is an ongoing problem of people misquoting prices in which causes customers to be upset. There needs to be a way to honor the prices quoted by your sales team. The only reason why I even have to keep this service is because of my apartment complex. Please respond as this is an ongoing problem with your company that needs resolution. If these things are not resolved, there may be another course of action that I will take to ensure that your company stops scamming its customers.
