jennie sent a message to Glen F. Post, III President and CEO, CenturyLink, Inc. – email address that said:
October 6, 2016
Mr. Glen F. Post, Chief Officer and President
Century Link Inc.
100 Century Link Dr.
Monroe, LA 71203
Dear Mr. Post:
I am writing you today because I can’t go to an office and speak to someone and have myself heard.
I have called on numerous occasions and had not been satisfied with what any of the representatives had to tell me. I was told that a supervisor would not help me in any way each time I was told the person on the phone was the right person to talk to.
Let me give you a little history:
First, I had a sales person come to my door and asked me to switch to Century link. I agreed to switch my service because she had told me that with combining both the Internet Service and Cable it would be less than $100.00 per month with fees and taxes included. I took that at her word. My apparent start-up date was March 10, 2016 and have had many issues with the service since that start-up date. It has been down a lot (almost constant during my first month of service), it was shut off for 5 days at a time and servicemen were consistently making service calls to my home (at least 5 or 6 times in a two month period). Since Century Link was new to my area, I thought I would be patient regarding the down service time. I don’t feel I should be charged for the times that I was without service or for any of the service calls that were made to my house (the error was always with Century Link service not for something I did).
I received my first bill on April 20, 2016 and paid the requested $55.00. I thought it was a small bill but then I received another bill on May 5, 2016 in the amount of $66.00 so I paid that one. I received another bill in June for $114.00 and paid that. I received another bill in May for $647.78, which made me hit the floor. I called and spoke with someone who assured me that I had received a double billing (apparently Century Link was experiencing this issue) and to wait until the next billing came out and it should be corrected. I then received my bill in June and it was for $564.30, I called back and spoke with a west coast billing person who took money off my bill and said that was all she could do and informed me that the internet and cable bills were separate (not sure why this is, shouldn’t they be billed together if it a bundled item?). I informed her of the monies that I had already paid and believed that my account should be current with no owing balance. I requested an itemized statement, as of to date, I have not received (EVER). I really don’t want to see this account go into collections. I have spent numerous hours trying to communicate with your customer service and billing department to no avail. I do not believe I can owe this kind of money for service from March 10, 2016 – May 9, 2016. That is less than two months. I would like to receive a true itemized statement (one that I can understand). On October 11, 2016 I called to get a total cost of my bill and it is at $377.31 how can that be when I have already paid this bill three times. For two months of service It is not right. Until I get a phone call from someone who can explain what I am being charged this outrageous price for I will not pay anything. I have a great credit rate, and do not want it tarnished by being sent to collection for something I don’t owe Century Link.
I have returned the Century Link cable boxes and remotes
I would really like to get this matter taken care of. It has caused me many hours of undo stress.
I am requesting that you or one of your staff members assist me in getting this matter taken care of.
I truly appreciate your timeliness on this matter. call me please.
Cordially,
Jennie
