Words cannot describe my extreme displeasure with Centurylink. I have tried and tried with them, I have pleaded dozens of times, and I am still to this day having issues. So I did the only thing a consumer can do in a monopolized area, I submitted a complaint to the BBB. Someone asked me to post it because they too have had many issues, so here it is. -- -- -- -- -- Complaint Description: Failure to provide services on a sustainable level, and multiple misleading endeavors on behalf of this company. Over the past few months I have experienced multiple instances in which my internet services continuously have issues. After having technicians come to my home multiple times, and leave knowing there was an issue, seeing the issue unfold before their eyes, I finally decided I would upgrade my internet to the bonded lines in an attempt to better my services. Not only should I not have had to upgrade my services just to have stable connection, but I should not have had to deal with the barrage of issues that come to follow. I called to place the upgrade order for the services in my home to be increased to 20mbps down and 1mbps up on a bonded line. This in essence would resolve my issues because it would give me new lines. After ordering it originally around the holidays and waiting almost 2 weeks for install (which was understandable) they cancelled my order and did not bother to call the number I provided for communication purposes. Instead they contacted a number that I do not use, and therefore had no idea that I was contacted by them letting me know they cancelled my order because it wasnt available. So I continued to deal with the issue. Finally it began to be so bad I would loose calls through my VOIP system. So I had more techs come out one guaranteeing me, yes guaranteeing me, that the services where indeed available in my home, and have been for some time. So I called once more to order the services. They once again guaranteed me they would be set up by Monday(it was Saturday when I called) and failed to meet their own guarantee. The rep also offered to waive the install fee, which was nice, and give me a $20 credit, which was even nicer! Monday comes and no one shows up. So I call, and they inform me that there is absolutely no way to install services by that day, and that the original rep, for lack of a better word, lied to me and she also did not credit my account nor waive the fees. Friday they tell me, Friday we will have your services upgraded, and I guarantee I will credit the account and waive the fees. Tech comes out today, Thursday the 22nd of January, Im thrilled, finally going to fix this issue. No, they once again cancel my order and this time they cite the lines in your area are bad. My response was, ok well fix them if you want to keep my business. The rep was very nice, but she basically said it wont happen. So Centurylink appears to be perfectly fine with having bad line, faulty services, and bad customer experiences. Throughout all of this I was told multiple times that field service mangers would contact me, never once did I receive a phone call from any of them. Instead I had to call the Centurylink customer service line over and over, hold on the line over and over, and re-explain my situation over and over. In the mean time I am missing days upon days of work, stressing immensely over this issue, and constantly being shifted from one escalation rep to the other who do nothing but apologize about the company they work for basically failing to meet the basic services I pay for. I have been with Centurylink for 14 years, and with the company that Centurylink bought in this area for 10 before that. In all this time I have had no issues, no complaints, then all of a sudden Centurylink decides to just fully stop caring about my services and me as a customer. I would like to also mention they set up some sort of ghost account through a family member, at an address no one in my family has ever lived, and ran up $500 in charges, then came after them through collections. It took 3 months to resolve the case, and Centurylink dropped the ball on many occasions, but it has finally been resolved. Centurylink is failing me, and I am planning to swap to Comcast immediately, which I doubt is much better, unless this issue is resolved. Your Desired Resolution: I want Centurylink to upgrade the lines immediately. I want nothing more, I will pay the desired amount which came to be roughly $11 more per month. But I want this fixed right away, because I have been mislead for the past 2 months and I am beyond dissatisfied at this point. If this is not resolved, or if I am not contacted(via email) within the next week to begin resolution I will cancel services on 3 super accounts all over 10 years old, and I will swap my entire family to another company. This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when the business has responded. What would you like to do next? View the status of your complaint Return to the BBB Homepage BBB Privacy Policy
Posted on: Mon, 26 Jan 2015 01:27:28 +0000
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