CenturyLink

Great way to repeatedly and fraudulently bill former customers: delete/block access to the account so they can’t get a copy of the shipping label to prove a modem or equipment had been returned and then bill for that same modem, claiming it hadn’t been returned. Resolution: provide access to the old account and a copy of the shipping label. These are my proofs that it had been returned. Then provide a credit for the balance your company is fraudulently billing for returned equipment.

Frustrated I called customer service for assistance. After going through the 4-5 automated menus, I was hung up on the first three times I called and finally connected to a live person on the 4th. She was friendly and assisted me with my account number and sent another email with a link to sign in. The email never came through. When I attempted to sign in with the account number given- a red notice popped up stating that their account numbers have either 9 or 13 characters. The one I was given was 11. Slightly more frustrated I called back repeatedly, getting hung up on by the automated system about 5 times before connecting with a person. I explained what just happened in the earlier call and the red notice given about my account number. He then asked why I wanted my account number in the first place which I found very odd. I'm not sure why my personal business is needing to be explained.

I was told that I have a Prepaid account and that the online sign-in is different for prepaid accounts. I wasn't aware I was on a prepaid account since signing up for services online and paying monthly is pretty standard and not usually considered prepaid. When I stated I was confused because that's not what is considered prepaid for most businesses, instantly hold music was playing. I was on hold for a few minutes and an entirely new person answered like it was a brand new call. I was surprised and confused and went on to again, for the third time, explain what was happening, my frustration, and that I no longer want to transfer my service, I want to cancel it. They then repeated how I could have done all of this online myself, which I then repeated that none of my credentials work online which is why I called in the first place.

They couldn't explain why my account number was 11 characters instead of 9 or 13 or what the prepaid login site was. They then said they were transferring me to Services to assist in canceling. The line then disconnected. I literally threw my phone. It was now 1230pm and I first called around 1130am. I called back a few times until I got through to a human again. I immediately stated, "I'm sorry to do this to you but can I please speak with a manager?" This person was calm and listened to me, stated they could get their manager but if I wanted to cancel I was calling the wrong department and asked if they could transfer me and then I could ask for a manager in that department. This made sense so I agreed and was appreciative of just not being hung up on and they transferred me to Services.

Once I was talking to a human again, I said, "I am sorry to do this to you but can I please speak with a manager?" They asked what it was regarding and that they could assist me. I again said, "I am sure you can assist me but I am so frustrated at this point and have had to call back so many times and talk to so many people that instead of transferring my service like I was planning I just want to cancel it because this level of frustration and lack of customer service and the fact I've been dealing with this for an hour and a half is just unreal and unjustified. Please please please let me speak with a manager. Please." Again he stated that he can help with whatever a manager could help with. l was going to lose my mind. I started to think about what I could do next. Like.. if I literally am refused a manager, I'm trying to cancel my service and am being hung up on repeatedly.. what are my options.

My first was to start calling corporate numbers and the second was to call my bank and just have them cancel CenturyLink transactions.. I couldn't think of what else I was going to be able to do to disconnect from CenturyLink. This customer service and level of difficulty canceling was just absurd. I again stated how I was growing increasingly frustrated and don't understand why they're refusing to let me speak with a manager. They stated they weren't refusing but I should give them the benefit of the doubt that they can help me. Getting worn down I agreed and again stated I just want to cancel. He wouldn't even start the cancel process until I gave my new address so he could look up the speeds they offer there. He told me they haven't updated my new neighborhood yet and that my speeds would change from 100mbps to 15mbps. I laughed out loud, not on purpose but for a large city like Seattle, that's an insane difference in speeds.

I stated that even without this horrible experience, once I learned of the 15mbps I would have canceled anyways. Their competitor offers speeds between 50-1200mbps with cheaper prices than I was paying at CenturyLink! I can get 300mbps for 1 year for $49.99 and I was paying $59.99 for 100mbps at CL. The agent then repeatedly offered me deals to stay. Like a $100 giftcard. They were like.. that like two free months of internet. $50/month for 15mbps? I told him to please stop, I would really like to cancel. Between this horrible customer service experience and the fact that their competitor is offering way better service for better prices- CenturyLink needs to step up their business game.

I was put on hold and finally was able to cancel my service. After finding out that the "c" in the .com of my email was missing which is why I never received any bills from them, I received the email that confirmed the cancellation. I've never had such an angering customer service experience nor have I ever changed my mind so quickly from transferring to cancelling a service simply because of how their employees interact and respond to customers.

I reached out to customer service both online and on the phone. The online service tech scheduled service for 1.6.22. I immediately asked if there would be anything done differently, -no response. I asked again- response is "it's a line issue" which I know is the same problem that I have been waiting TEN DAYS to be repaired. FYI_ the repair man, Max, told me during the repair that he has never been in this area and was not familiar. ARE YOU KIDDING ME?! SO the best you can do is to reschedule again, for the same service that I have waited TEN DAYS FOR? I have canceled my service but want to make others aware of this poor service company.

Original review: CenturyLink is THE WORST!! I called them for service and after doing diagnostics, they said they have to send out a service person. They said it would be TEN DAYS before they can send anyone out. TEN DAYS! TEN DAYS! Who in the world can wait TEN DAYS for internet service?? I cannot work, I cannot watch TV, I cannot even read on my Kindle because I cannot download a book. I cannot listen to music. WHO CAN WAIT TEN DAYS??? This is not the first time. IF you have ANY OTHER OPTIONS-Do not use CENTURYLINK!! I do not have any other providers in my area so I am STUCK!

Each time I report my annual outage I tell the executives at CenturyLink I make it very clear that it is imperative that my phone work because I live next to my 92 year old parents so I can help them. Calls for help in night are not unheard of. Mom can not walk and her heart is failing. If mom has another heart attack, and she will, Dad has to leave her and walk over here to get me. She could die while he’s getting me to come help. If Dad falls or has heart trouble there’s no way for mom to let me know. She has to just sit there and watch him suffer. And my cries for a rapid repair fall on deaf and uncaring ears. If only cell phones worked way out here in the country where we live. As soon as another service is possible I will drop CenturyLink in a heartbeat. If you have any other choice, go with someone else. Centurylink is horrible.

I pointed out that the same devices were connected earlier in the day - no problem. He wouldn't listen. After about 40 min. I told him never mind and hung up. I called again hoping to get a different tech, which I did after waiting about 50 min later. After a few minutes into this conversation the line just went dead (even though I was still connected). A third call got me to another tech, who pinged my router and said that was likely the problem. I was happy that this diagnosis was quite quick and was also happy to accept a new router for $200 that I will receive next week. This morning, guess what? Internet back up to normal speed, SmartTV streaming. And I'm on the hook for a new $200 router. Not exactly happy.