HORRIBLE! ZERO STARS. This is a review of my experience with Century Link in general- not this location specifically. I was unable to find a generic listing.
I called Century Link in the 11th month of my 12 month internet only contract saying I wanted to cancel because I knew my bill would be going up drastically and didn't want that to happen. Rep said she didn't want me to cancel and so we negotiated a monthly price of $35. She agreed to remove the $10/month
modem fee as well. I asked THREE times if this was my new monthly fee and if the modem fee was dropped. She verified it was. About 3 weeks later I get my bill and it's $89.98.....great! Called customer service after wading through the terrible automated replies, rep I talked to said she couldn't help me, I would have to talk to Customer Retention. Transferred me, on hold 40 minutes. Just music- no " we are sorry for your wait ", or " you are number such and such", or " your approximate wait time is..." Most modern customer service oriented business have moved to this kind of a response while a customer is placed on hold years ago- what's the problem Century Link? How hard is this to figure out? It's basic, common sense Customer Service.
So, gave up being on hold and called Customer Service back, this time selecting the Cancel Service option. Got a rep on the line and explained what happened. She said they can't offer me that $35 price. I said well your rep did 3 weeks ago. It basically became my word against theirs, and of course you know who loses that battle. I asked how much my December bill would be and she said 89.98. Even though I called in my 11th month to prevent this!! She said in order to lower this bill I would have to accept their promotional offer of 51.98/ month. Made absolutely no difference to her that I called in my 11th month specifically to prevent this rate hike. I asked if they had a record of me calling in- she said it showed I had called but there were no details of a renegotiation. I lose. So I "signed up" for this great deal, promptly paid my final bill and cancelled my service. They did apologize this happened to me.....so nice.
The takeaway here is that you CANNOT TRUST what you are being told by Century Link. What they will tell you on the phone and what you see on your bill are two different things. And.....they conveniently have no record of my conversation. IF you do ANY type of negotiation/renegotiation with Century Link, you had better take names and employee numbers, get confirmation numbers, and maybe even record the call. However, in my situation I doubt if any of that would have helped.
I believe I was lied to in order to keep me as a customer. I will NEVER EVER be a Century LInk customer again, and will do everything I can to prevent others from making the same mistake. Terrible business model with a total incompetence in customer service.
PLEASE.....,do your research and read reviews from others. The way Century Link treats its customers, they should be put out of business. Do not trust them, do not believe what they are telling you. They will lie, misrepresent, whatever you want to call it, in order to take your money. Don't give them your money!
I will soon be filing a complaint with the Oregon Attorney Generals office, the Better Business Bureau, and any other Consumer Advocacy group I can find. It's not about the money, it's about the lack of morals, character, and honesty that this company so clearly lacks as evidenced by 100's of complaints like mine.
Do your homework, read the reviews, and put companies like this out of business by not putting up with their crappy service, to put it nicely. read more
