CenturyLink's Early Termination Fee for a Service I Can't Use?
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.