I'm not a complainer but this "issue" needs to be reported. Where do I start? I was a former Charter customer, however after contacting them (five times) to add new services without ever receiving a call back, I cancelled my service with Charter and switched to CenturyLink. I called in October 7th and spoke with Jessica. She set me up with everything I asked and said that the installation fees would be waived. Very nice. A few days later a technician came to hook up my service and I thought all was a go. This is what I asked for: Two business lines. The main line rolls to the second line if it is busy/no answer and then goes to voicemail. I wanted long distance on the main line. Not too much to ask, right? I mean, I'm a 600 sq ft office. It's not the Trump Tower. Immediately, there was no voicemail. Called and got that resolved. Then no long distance. Called and got that resolved. Several times I called customer service reps would not assist me because I could not provide the security code at the end of my account number on my bill. Problem was, I'm a new customer. I haven't got my bill yet. For whatever reason, my tax id codes did not match. So, several of the reps simply turned my calls away until I could prove who I was. SO FRUSTRATING. Finally, I got my bill. $330.95 with all kind of installation fees. So, I called back and spoke with Cheryl. She seemed knowledgeable enough and reduced my bill by $176.00. Not only was I charged installation fees but evidently I was paying for services I did not need, such as hunting. She said everything was in order. My long distance was ringing out on my second line instead of the main line like I asked, however at this point I was not going to complain. When I spoke to Cheryl it was Tuesday October 20th. By Friday October 23rd I had no long distance at all, on either lines. Today, Monday October 26th, my voicemail is down (Instead of getting my voicemail greeting I set up, it says "don't hang up.. please reenter the number you are calling about". If my clients actually know my business number and not on speed dial, this might work). So, I call THREE MORE TIMES. I spoke to Louis today when I stopped by work and realized my voicemail was down. Since I was at my shop and not at home where my bill was, he refused to help me until I could give him that little code. He did give me his direct line, however I've called him and have not received a call back. The last technician, Julia, said I "have a bucket load of service orders". Yep. I do. She could not figure out the long distance issue and said she left a message for some other department and I would be contacted by Wednesday October 28th. Sigh... Here are SOME of my service numbers:
N-27572184; C-27728044; C-28437747; C-28588897; C-29010096
In all, I've called support at least 10 times in the last two weeks. I have no idea how you guys organize a large business. I would be scared to death of what CenturyLink would do if I had anything more complicated. As it is, come Monday evening I usually have anywhere from 10 to 15 voicemails waiting on me. Unfortunately, I had only two today. CenturyLink has LITERALLY cost me money and customers. All I can say is this week will be another adventure with CenturyLink, I'm sure. read more