CenturyLink Makes it Impossible to Cancel Service!

After 10 years we decided to cancel our service with CenturyLink (formerly Qwest), and they have made it an absolute hassle! After having to make repeated phone calls to them for ridiculous things (needing to call several times just to get all my services cancelled because they play dumb and act like I didn't make it clear I wanted all services cancelled, inquiring about bills they continue to send me after telling me I was completely paid up, etc.), they are now billing me over $100 for a modem I already sent back to them!

To add insult to injury, I used THEIR mailing label they sent me to return the modem, and I have a UPS confirmation showing the modem was returned to them. I cannot believe the absolute ineptitude of this company, and the problems I have encountered trying to cancel my service, which obviously was the best decision I made.

Their responses to these complaints are laughable ("We would be happy to help you resolve this issue if you would contact us at XXXXX") How about actually helping people the first time and not being complete morons about the whole process.

If they continue to harass me I will not only file complaints with the state attorney general's office but also every complaint website I can find and every consumer protection agency I know of. I am sick and tired of this whole process and I think cancelling my service with them was obviously the best decision I could have made.

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Aug 04 #1194993 Salt Lake City, Utah

I've had the same problem. They won't cancel our service. They won't accept a cancellation by email and they won't answer the phone. The respond to me emails with a form letter that says to call the same phone number I've been calling that they never answer. Why won't they call me? I won't leave them on hold four hours. They are like a fired employee who says he cannot be fired until the boss follows the employee's policy for firing. Then he keeps coming back to work and expects to be paid.

0 0 Reply

Aug 04 #1194921 Salt Lake City, Utah

When I try to cancel by email they won't accept my cancellation. They tell me to call a phone number that has been busy for 3.5 months. And now they won't even disconnect for failing to pay. The bill is nearly $400 and they still won't cancel it. CenturyLink is like a fired employee they won't stop showing up for work and demands to be paid because you didn't follow his personal firing policy. Unbelievable. There is no way I will give them anymore money for doing nothing but enraging me.

1 0 Reply

Feb 05 #1106923

I had a similar experience with centurylink. I had to go through The Better business B. The BBB sided with centurylink but did get it straightened out after almost one year. BBstacker

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Oct 22, 2015 #1052354

i agree. Their only job is to NOT lose any customers under ANY circumstances AND they are complete and utter IDIOTS!! I think a pre-requisite to the job is you have to LOVE arguing with people and being an as--ole is also a must!! Horrible customer service!!

6 0 Reply

Oct 05, 2015 #1043520

Was overcharge for a basic land line, waited for 2.5 hrs on the phone and got now where. So I switch to Ooma and need to call CenturyLink to cancel the service. On hold for 45min so far and still holding just so I can cancel my service. I am going to spread the words with all families and friends about this. Next step is go to this site and file complaint

3 0 Reply

Aug 20, 2015 #1022444

Century link had me on hold for 2 hours and 37 minutes
All I am trying to do is cancel my *** ed service.
I will go to the end of the earth to advise anyone and everyone to STAY AWAY FROM CENTURY LINK !

4 0 Reply

Aug 09, 2015 #1017563

I had the same issue trying to cancel my service. Whey you press "5" for "remove a disconnect a service" you're sent on a wild goose chase, first the Accounts department, and then on hold waiting for "Cancellation" department. After several attempts, and 75 minutes on hold, I got so fed up i called the local store and informed them I was coming in to cancel the service. A very rude Associate told me I could not cancel at the local store as it was a "sales" office, and that I should call the regular number. I explained the runaround, and told him that as far as i was concerned, Centurylink was making it impossible to Cancel Service, and as such I would come to the store, and if they refused to cancel my service, I would immediately contact the State Attorney General.
The Sales rep finally said "Hold On", came back and said, "call this priority number; 1 844 351 7633, and when prompted for the extension number, Enter 314 140 0035. Surprisingly, this actually worked, i waited less than a minute in a hold *** and was directly connected with the "Cancellation" department.
I'm placing this here in the hope that it might help other "Victims" of this Sharp practice.

6 0 Reply

Oct 21, 2015 #1052000

Thank you!!!!!!! I called the number and entered the code and I immediately got in and stated my intentions in no uncertain tone and gave a "moving but don't have a new address yet excuse" and mentioned the service was great, but the difficulty in getting through to disconnect service would certainly be a factor in using them again. The gentleman promptly cut to the chase and gave me a cancellation confirmation. :-D

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Mar 15 #1127942

I called that number and used the extension but was told I was still in the wrong department if I wanted to cancel. But at least the representative I had was honest...when I told her about the problems I was having trying to cancel my service she said, "I'm going to be hones with you, I'm convinced most of the people that work here were dropped on their heads when they were babies." That at least gave me a stress-relieving laugh.

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Jul 21, 2015 #1010376

Here is how Century Link's Cancelation Discouragement Strategy is done:
1. When you push "5" for "remove a disconnect a service" option, they actually transfer you to different line (Payment line) and if you ask "Why you are not in the Cancellation department they will say "We don't know, please hold I will transfer you to the Cancellation Department..." Which will make you HOLD FOREVER!
2. If you ever 'reach' CL Cancellation department, the customer service is trained to terrorize you which "What is the reason you cancel..., What can we do to make it work for you..." On and so on....
Experience I have just obtained, is first threaten them that you will file complain with State Attorney General (1800-551-4636 in Washington) and then address your request. ONLY that they might possibly honor and proceed your request. If not, hold your anger and good luck.

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Jul 11, 2015 #1006430

I can't beleave I'm not the only one with the same issue, my mom used to have century link to, and she told me she had the same issue with them as well, I don't know why their is no class action law suit against them yet

5 0 Reply

Oct 08, 2015 #1044764 Colorado Springs, Colorado

You are correct. A class action law suit is what is needed.

2 0 Reply

Jun 29, 2015 #1001266

Im having the same issues,they will not cancel my internet. How do i get help with this problem.

2 0 Reply

May 06, 2015 #980456

Century link knows this is a lawless land&they get away with it,this company caused me have nervous breakdown,pain &suffering,i am going through the same thing know

2 0 Reply

Apr 22, 2015 #975393

same thing here!!!!!!!!!!! My aunt left her apt. in Jan of this year, and I still can't disconnect service. The room she had even has another resident. Even tho he does not have a land line, he could connect to her phone jack and make phone calls.
still messing with these people. My next step is going up the executive ladder.

3 0 Reply

Oct 12, 2014 #883858

heard that!!!!!

1 1 Reply

Sep 03, 2014 #865277 Longmont, Colorado

OK, after experiencing similar issues closing/cancelling my account, I have just spoken to a gentleman named Diante(sp) who assures me that my services have all been cancelled as requested and I will be receiving a refund of $52.20 within 7 to 10 days...we will see.
I mentioned all of these complaints and he said he had never heard of anything like that...

3 2 Reply

Aug 26, 2014 #861706

What can I do so they don't take advantage of me when disconnecting I don't wanna keep paying after canceling and returning their stuff

7 4 Reply

Aug 26, 2014 #861593 Provo, Utah

It is on purpse...not ineptitude. They are being intentionally ***. It makes them money

2 0 Reply

Aug 13, 2014 #856098 Iowa City, Iowa

I canceled service with them after a year of ineptitude and was trying to return my modem. I called them to obtain the pointless RMA# they wanted me to put on the box using the number they gave me to do so when I first set up, and, after a long process of waiting, the guy told me I had called the wrong number and to call XXXX instead. So I did, and, after another long time waiting, another guy answered and told me that I had reached technical support, and I should call the first phone number to get the RMA#. Called that number again, same thing again. This company is awful. I'm getting the runaround and am not sure what to do about it.

4 0 Reply

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