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  • ESCALATION! Things seem pretty fouled up at CenturyLink. After I signed up for a new and improved "bundle" as they call it, my bill suddenly ballooned by $50. It shouldn't have gone up at all. I merely switched from an obsolete bundle with Embarq, the former company. The customer rep got snippy when I said I didn't understand her explanation of the mysterious charges on the bill. "You understand it, don't you?" Yes. "Then why can't you explain it so I can understand it." I could talk to you all day and you still wouldn't understand. Supervisor! "Escalation department," the next rep answered. If they have a whole department devoted to customer inquiries that "escalate" out of control, shouldn't management step back and take a look at what they're doing wrong? How about training the reps to talk to people so things don't escalate? I'm still not sure the issue is resolved. CenturyLink's billing is a mess. My Internet was out for a week while they plugged in my new bundle. They credited my account but I'm sure they'll make up for it by overcharging me on the next bill.
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