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I don't normally do this having worked in customer service and taking escalated calls, but I do not recommend using CenturyLink's services.

I enjoyed their internet, never had a problem. I paid my bill on time every month, never bothered them with anything. I even told people to use them over other companies.

Ten months into my contract (12 month contract) I was forced to move from my apartment. I called and attempted to move my service to my new address. After two calls where a CSR wasn't able to verify my address, I finally was told on my third call that CenturyLink doesn't offer service to my new building. The rep failed to mention the imminent cancellation fee, and instead attempted to sell me DirecTV.

So, I received my final bill and lo and behold there was a $60 cancellation fee. So I called.

In my initial call I was told their system was down and they couldn't help me. Again, having worked in customer service this does happen, but this is a what, possible billion dollar company? What irked me there is they didn't even offer a timetable to call back, even when I asked. They just said, "Later".

My second attempt to call, the finance department was closed; frustrating but on me.

So I sent them an email and received a reply... to call them.

Today I called them. After being transfered to an Escalation Specialist I explained the situation. I had to move, did my due diligence to transfer my services but was unable to due to the fact they didn't cover my building, and that I wanted the $60 dollar cancellation fee waived. It isn't my fault I moved somewhere they didn't cover.

The Specialist listened carefully, did not cut me off (good training), then proceeded to tell me I should be happy the cancellation fee was so little. Generally they are $200. I should be thankful I got to take advantage of the discounted rate I received. He said it wasn't their fault I moved (to which I replied it wasn't my fault they don't cover my building) and there was nothing he could do.

I reiterated my point, said that my internet company shouldn't tie me down to an apartment or dictate where I should move. I mean, why would I pay for something I couldn't even use?

He repeated his point, saying it was a contract, be happy I had the discounted service, look at it as a bonus, but pay the cancellation fee.

After some mildly heated exchanges about business ethics, being human, and capitalism, i asked to be transfered to his boss. He explained his boss was the call center director and doesn't take calls. I acknowledged this and asked to be transfered elsewhere. He refused.

After expressing my immense dissatisfaction with this treatment, especially since I had been a great customer and had taken the steps to continue my service, I may have told him their business was *** and hung up. So I lost my cool.

This is wrong. It is simple humanism (new word) and understanding. Apparently if something is on sale in this country it's not really on sale. It is something you should be lucky to have, because there is NO way the normal price isn't bloated or anything right?

Companies have policies, I get that, but I feel completely bulldozed here. I liked this company and their service. I felt I was loyal to them, even if our relationship was relatively short lived, but that means nothing in this world.

Wow you made it to the end of my tirade! Good on you!

In closing, *** CenturyLink. *** them in their *** money grubbing noses. I will not use their services again, and I don't recommend you do either, unless you know for sure circumstances won't force you to move. If that happens, be sure only to move to a CenturyLink sanctioned place (ok, truly a non Comcast monopolized place, they're in the mix here too i guess). I am not paying the cancellation fee. *** credit scores too.

American business is horrible. Where the *** did the human element go?

Monetary Loss: $60.

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Anonymous
#1412243

I faced an ETF too, but I researched the options. If being faced with it because of my contract, I just put my account on vacation hold.

They say they can do this for 8 months. While said account is on vacation, you pay $3/mo.

A lot cheaper than the early termination fee. It doesn't extend your contract either.

Anonymous
#1406777

I received a collection notice from CenturyLink yesterday. It was for an account that I wasn't even aware of and I had no idea I was delinquent.

The collection agency said it was for the DirectTV and asked if I cancelled service. I said no, it was currently on right now. I have paid my bills every month. I have this phantom account that has now gone to collections and is a smear on my credit rating.

You ask, why hasn't she called CenturyLink? Because they are not open on the times that they stated on the website. I called locally at 4:15pm and they are closed even though they say they are open until 6pm. I called at 6:30 am this morning thinking they are on the east coast, but no they are not open.

They must have 1950s banking hours. Open at 9am and close at 3:30pm. Who knows because their website is wrong. The service is really ***.

The wifi only works in one room and is only fast during the middle of the day. I can't wait to get rid of them.

Anonymous
#1362159

I too have never experienced a worse company than Centurylink and I am 64 years old. I have had their service for 18 years because no other internet service providers were available to me in the area I live.

The most they could offer me was a 3 mega *** speed which is terrible and their customer service is so terrible that it brings me to tears. They but you on " hold " and the hold just disconnects over and over again.

Recently I attempted to increase my speed by having another internet line put in so that I would have 2 lines delivering 3 mb of speed. When it came down to the installation it turn out that I could only get 1.5 mb which is worthless.

I now have an opportunity to have a local internet service and will be terminating Century link.

Even to terminate is taking hours. When I initially attempted to terminate Erin the customer service supervisor told me I would be charged 2 early termination of $300.00 and hung up on me.

When I called back to tell them I had the code for the cancellation of the aborted second line they are telling me I will be getting an early termination fee of $200.00 on only my main line. As per usual I am on hold attempting to get one story and hoping after 18 years I don't get an early termination fee.

Anonymous
#1354882

I will never be a customer for century link never again. i was a customer for two years very good customer and when I move to place wthere they don't have a service they just charge me 200 termination fee . it is not my fault if they don't have a service to where I am moving!

Anonymous
Eutawville, South Carolina, United States #1352062

Good read, you did super. Exact same thing happened to me with Verizon Jet Pack years ago and it is still the only bad thing still on my credit rating.

Sounds like we had the same rep except I got stiffed with $167.00.

As I tills the rep. I didn't cancel them, they cancelled me.

Anonymous
Albuquerque, New Mexico, United States #1340432

They got me as well. They were not able to fix my internet so it would be useable and they told me it didn't matter that I could not get the 40mbps and that all they could give me was the 20mbps.

They were the same price and therefore I was stuck to the contract.

This company is truly a nightmare and be warned! STAY AWAY FROM CENTURYLINK!

Anonymous
Lady Lake, Florida, United States #1318289

Yup, they got me as well. I am a home and business customer with century link.

My business account is well over $200.00 per month and has been nothing but a nightmare. for months I paid for the highest speed but got the lowest, and after dozens of unsuccessful tech visits, the tech advised me to drop my speed down to what I am getting anyway. I did and asked century link to give me a discount for the speed I was paying for but not getting. They refused.

Then later I no longer needed my home internet account and they refused to waive the cancellation fee even though I am a paying customer with my business account. Worst Company Ever!

Anonymous
#1315518

Couldn't agree with you more. Their customer service is severely lacking and they could care less.

Every department is inconsiderate and rude even when you are told you will get certain things.

Worst customer service ever ever ever!! Do not sign up with them you'll regret it that's a guarantee!!

Anonymous
Atlanta, Georgia, United States #1314740

I have an even better story.

I rented a modem from Centurylink for four years.

When I bought my own and called them to return it, they said the model was no longer supported and to keep it! They couldn't refund past charges though.

So they had been charging me for over 2 years for "support" for a modem that was no longer on their supported list! They were just too cheap to send me a newer one that they offered services for.

Why not charge your legacy customers for something you won't even offer them anymore.

About to cancel my policy because we moved and guess what, big whopping cancellation fee coming my way.

Anonymous
#1300599

I just called to cancel for the same reason. Moving to an apartment where no service available.

Im told I agreed (a verbal contract) to a 2 year agreement and my ETF is $140 because I have 8 months remaining of a 2-year contract.

Of course, I told them I knew that I was only going to live here for a year and was never told of an ETF. And of course, you know that went nowhere.

Anonymous
#1281559

Thank you for and eloquent dissemination of what is becoming the typical CenturyLink debacle. Whats sadder is that, this is what becomes of commerce when we allow deregulation of the marketplace.

Corporations are not held accountable.

Next time you wish to deal with these substandard service providers, look up the corresponding UCC "UNIFORM COMMERCIAL CODES" and find what the company is in violation of. It will heel them in nicely

Anonymous
Mobile, Alabama, United States #1261478

Same exact scenario happened to me. This time I was overcharged, $319.75 to be exact!

After countless calls and being transferred constantly to different departments that "has not seen this before," I was bent over the barrel. There was not one point where a representative was cordial or respectful.

After inquiring what my issue was, a billing representative (AB38887) continuously interrupted and would not allow me to finish.

I don't recommend this service at all.

Anonymous
Seattle, Washington, United States #1259976

Century Link is by far the work company I've ever delt with. They came to my house promising that I'd save money but now my bill is twice that as it was with Comcast.

And, of course there's a service contract which they say was a "verbal" agreement.

What happened to their "verbal" agreement to save me money. Bastards....

Anonymous
Seattle, Washington, United States #1257985

Started a new contract when I moved to a new city. It was the only option in my apartment at 15 mps for $42 a month.

Moved apartments a month later, and it would cost $200 to cancel the contract so I kept it.

My new internet speed dropped to 5 mps (and only actually was getting download speeds of 100 kilabytes per second) for the same price. They wouldn't lower the price.

Anonymous
La Vista, Nebraska, United States #1246726

I'm sorry that you had to pay the etf, but it does say in the contract that if you move, while in contract, it will cancel the service. I thought about making the switch, but saw this in the terms and conditions.

So until I decide to move and will be there for the duration of the contract I will stick with COX. I'm sorry but you do have to be a responsible consumer and read what you are about to sign.

Anonymous
to Anonymous #1300602

I called and ordered service, there was no information about a contract or an ETF and I have been with them for 18 months.

Anonymous
to Anonymous Philadelphia, Pennsylvania, United States #1324552

They charged me the $200 termination fee I've been with them for over 15 years and got I'll and was late on my bill and was charged $200 and never canceled , moved or anything ! It all boils down to one thing this company is corrupt and no matter how long or how good of a customer you are in their eyes your just another number that they have been trained to lie cheat and steal from if its $5 or $200 doesn't matter they will get away with whos going to stop them ?

Donald Trump ? Maybe the only one possible if he had time .So save your money and keep your credit good and go else where because they will get your money or ruin your credit take your pick.

Anonymous
to Anonymous #1344829

Thank you Anonymous Centurylink Dirty Representative. Read what you sign?

Unfortunately, there is no contract to read until after the fact. You bait and switch your customers. You tell them one thing and charge another. Your no different then the pick pocketer on the street.

You setup services and fail to inform the customer of the CONTRACT, the length of the contract, and if you terminate early you will be charged a fee (state the fee and say it very loud so everyone is on the same *** page).

Why don't you ask the customer, do you understand the terms and pricing I just explained to you and do you agree? Now, that's a VERBAL AGREEMENT! You record calls for quality assurance.

I suggest take a few months and listen to your representatives calls with customers. You will find out that each rep will give you different rates, charge more then stated, length of the contract, tell you different dates on your vacation service and different amounts on what the early termination fee is. But were supposed to believe your notes on what you have in your system. Are you kidding me?

I chatted w three reps online and screen shot all conversations, so these are my notes and they basically sum up that your business is not upfront and honest with your customers.

What is your protocol on customer training? So before you make an OUTRAGEOUS statement that we need to READ our INVISIBLE contract, why don't you start being upfront, clear and honest so you don't have another pissed consumer website named in your honor.

Anonymous
Portland, Oregon, United States #1234704

I HAVE PERSONALLY EXPERIENCED CENTURY LINK LIE AND TAKE ADVANTAGE OF MY ELDER LANDLORD ON PHONE SERVICE. AND THEN AFTER DECADES OF BEING A FAITHFUL CUSTOMER, I SWITCHED HER TO STRAIGHT TALK HOME CELLPHONE AT WALMART.

CL EVEN TRIED TO GET 38 MORE CENTS AFTER SHE PAID HER FINAL BILL IN FULL. I ALSO HAVE A LONG TIME FRIEND ON DISABILITY WHO SIGNED UP IN WASHINGTON ON A SPECIAL DISCOUNT SERVICE WITH THEM BECAUSE OF HER DISABILITY, SHE SENT THE PAPER WORK TO THEM BY FAX I SAW 2 SENT PAGES FROM HER FIRST 2 TIMES SENDING AND WAS WITH HER ON THE THIRD ATTEMPT. THEY SENT HER AFTER ALL THAT A REGULAR BILL LYING TO US AND REFUSING TO FIX OR COMPENSATE HER ON THE FULL PRICE BILL. I HAD TO THREATEN TO CONTACT STATE AND FEDERAL ATTORNEYS AND FILE A COMPLAINT AGAINST THEM, AFTER THERE HEAD SUPERVISOR TOLD ME HE WAS GOING TO MAKE ME PAY FOR THE PROMISE TO FILE LEGAL ACTION AGAINST HIM AND CENTURY LINK.

WEEKS LATER THEY LOWERED THE BILL BUT ARE TRYING TO RAISE IT AGAIN. CLASS ACTION LAW SUIT AGAIN, THEY HAVE BEEN SEVERAL TIME FOR LYING MISLEADING OVER CHARGING REG CHAP BUT ELDERLY DISABLED. THEIRS MANY BETTER OPTIONS LOOK YOU'LL SEE.

AND BE FREE THEY LIE FOR A LIVING AND BREAK TRESPASS WARNING ON MY LANDLORDS FENCE TWICE TO COM EBY AND TRY AND CURSE HER WITH THEIR SERVICE AGAIN? I WAS PROUD SHE KICK THEM OFF AND WARNED THEM THE 2BD TIME.

Anonymous
Sammamish, Washington, United States #1199056

I was centurylink customer too. unlike you, my experience with internet connectivity was bad.

I will connection frequently and modem (bought from centurylink) needed to be reset/rebooted frequently. Whenever I called, it will take at least 3 call forwards without resolution to the issue. Finally I decided to cancel the service.

I couldn't find in contract anywhere what the cancellation fee is (I understand there will be cancellation fee). They told me I will have to pay full monthly charges for the rest of the duration of the contract (5 months).

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