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| - I've been with Centry link for the past 14 months using their Internet service and once this current contract is up I will never ever go back to them again. I will never recommend them to anybody, and I will tell anyone who's willing to listen about the experience I had. In February my 12 month contract was up and I received a bill almost double what it was the month before. There was no notice on my bill, no courtesy phone call, just BAM here you go. I called customer service to find out why and they explained to me I was no longer under contract, therefore the promotional period ended. That's fine, I'll renew my contract if you give me another promotional period. They tell me yes, but because this months bill is already going through so I'm stuck with the bill that's almost double. Fine I understand. I can deal with that. I get my bill for this month which is March and again my bill is almost double what it should be. So I call back. I first get routed to payment services. They couldn't help so they transferred me to customer service. Call dropped. Call back talk to customer service. At this point I wish I would've written down names. The first lady I talked to was a complete moron and had no idea what she was looking at on my account. She tells me that I've had a past due balance since February. I have auto pay set up on my account and have never had a past due balance, or balance forward. I explain this to her and she says "well nothing we can do". I demand that she do something or transfer me to her supervisor or retention team. So she puts me on hold and after about 10 minutes transfers me through. they come back on the line her and neither person can hear me but I can hear them clear as day. Sounds to me like an issue on their end and not mine seeing as how we were just speaking 10 minutes before and nothing has changed. they disconnect the call. Once again I call back and I speak to a very nice lady in customer service. in between calls I took a look at my last four bills and was very educated this time on what was going on. they had charged me a $25 fee this month stating "other fees" and put it in the past due portion of my bill, and then charged a late fee for that as well. Now I'm armed with this information and explain that to the new customer service lady. She sees exactly what I'm looking at and understands. She credits back their mistake. Now I've been on the phone with them for the better part of an hour, had to call back three times, and spoke to four different people. I'm pretty ticked and I feel they should do something to keep me as a customer. I didn't make any mistakes, I pay my bill on time every month and I feel they should do something to make me, as a customer whole. For the time and aggravation and inconvenience that I've been put through today. The lady tells me there's nothing she can do and puts me on hold for the retention team. I hold with them another 10 to 15 minutes and hang up because I have to go back to work. After I get off work I call back to speak to the retention team again. I get routed to customer service. The very first thing I tell the lady, after they verify who I am, is that I want to be transferred to the retention team. She goes through her company issued spiel about how her job is to make sure customers are happy and she would like to see what she can do to help with the situation today. Okay, fine, if you can make a happy customer out of me, okay. 20 minutes later she's telling me there's nothing she can do, because what can be done from her position has already been done. The nice lady earlier today already credited back the fee that was charged and the late fees to go along with it. Well that's not quite good enough. I demand to either talk to her supervisor or the retention team once again and let her know how I feel about her wasting my time (no cuss words though). At this point I'm pretty mad at the entire company. So after being on hold for about 5 to 10 minutes again the retention / technical services / billing supervisor, who I believe is named Jeremy, picks up the phone. After explaining to him once again what my issue is I demand that Centurylink make me, the customer happy and whole for my frustration / aggravation and inconvenience today. I demand that he issue a bill credit for me to make up for all the above. In his most monotone company issued standard reply he tells me over and over "I understand how frustrating this must be but there's nothing we can do for you." Keeps telling me that they've already issued a credit and there's nothing they're willing to do at all. I was to the point of canceling my service all together and he was happy to do it. If not for the ETF there's no way I would keep Centurylink. Horrible horrible horrible customer service. I recommend them to no one. In my opinion their Internet connection isn't that good anyway.
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