Anne sent a message to Glen F. Post, III President and CEO, CenturyLink, Inc. that said:
Dear Mr. Post,
I hope you do not mind my writing to you. As CEO of a multinational communications company, I would wish to let you know of the total lack of communication and frustration I have had with your company over the past year.
I am Scottish and live half of the year in Florida. I have been a customer for over 13 years. Gradually, with computerization, it has become virtually impossible to discuss bills and have them changed from your agents when calling or when chatting on line.
I called back in October from Scotland requesting my phone and internet service be taken off vacation hold. I was given a date for the service to begin again, but, when I arrived, there was no service.
Since then I have had to made 5 - 6 calls to your company, four to the Loyalty Department and each time I have requested only basic internet and local calls with caller ID. Each time I call I have to hold on the phone for at least 20 minutes.
Each time an agent ( four of them to present ) gives me a cost and this is never honored. My last call, having waited 25 minutes to be connected to an agent and another 25 minutes talking to him, he promised that my erroneous bill of $114.00 would be immediately reduced to $69.52 for December and then from January I would be put on an economy plus package costing only $48.50.
I checked on line and nothing appears to have happened.
My increasing frustration with your company is that you have a monopoly on phone and internet service in this part of Florida for someone like myself.
I do not need TV added to my phone bill nor high speed internet packages which are always pushed at me when I call - and a small insignificant customer like myself is just not getting the customer service as promised by all the agents I talk to .......
I just want a good basic service at a basic cost per month and I do not think this is asking too much from your multinational communications company.
Thank you for reading this.
I would be very grateful for your intervention on my behalf and I do wish you and your family a very peaceful and enjoyable Christmas.
A frustrated Scottish customer,