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I signed up for CenturyLink in February 2014 right after moving into my Omaha apartment because the rates were competitive and the specks were comparable to COX in a very good way. I thought I was getting a steel. I quickly learned that was not the case. Upon receiving my modem, I learned that my house wasn’t wired for DSL. That was fine, I called the CenturyLink help line and they told me that they would send someone out to set it up for me, I just had to make the appointment. I was transferred to the appointment line where I was told that someone could come out the next Friday (and seeing how I called on a Thursday that was an entire week away) sometime between eight and four-thirty. I said that was fine but that I worked on Friday so it would be best if they came at four and I would just get off early. I was then informed that I couldn’t make an appointment for a specific time but that the tec would actually arrive sometime between eight and four-thirty.

“I have work,” I said. “I can’t take a whole day off just to get my internet installed.”

The man told me he was sorry but that that was my only real option. I made the appointment, thanked him, hung up and promptly called COX.

“If I switch my internet from CenturyLink to COX right now,” I said, “When is the soonest that you could get someone out to set it up.”

“I could have someone out tomorrow.”

“I work tomorrow.”

“That’s alright,” the man said. “I can get you an appointment for the evening. What time do you get off work?”

“4:30.”

“I have a slot from 5-8. Someone would arrive between then.” I took it.

Immediately after I called CenturyLink to have my service cancelled. What I didn’t realize was that, for whatever reason, the account wasn’t closed but I didn’t realize that until I got a bill in March for an internet service that I never even had. I called right away and informed them of the problem and that I wanted to have my account closed. I was told explicitly that the account had been closed but in April I received another bill, this time for twice the amount. I called CenturyLink again and asked to have the account closed. I was again told that the account was officially closed.

In May I received another bill and, after a long and arduous conversation with several people bouncing me back and forth, the final person I spoke with then informed me that he would place a request for credit to have the account zeroed out. I thanked him and said I would call back to verify in a few weeks. Before I called back I received another bill, this time from a collection agency. I again called CenturyLink to inquire on the status of the credit. I was told that the paperwork had been misfiled and that this new person would file it correctly. I was again informed that the account had been zeroed out.

Fast forward to December 19. I’ve just received my third collection call from the debt agency in charge of my apparently outstanding debt. I called CenturyLink after each agency call and was told twice that my account had been balanced out. Today I called again and was informed that, not only was the account still holding a nearly 300 dollar charge but that the credit had been denied and no one bothered to tell me. At this point, I just paid the charge because I can’t believe anything else they say to me. I don’t even fully believe that the account has been paid. I guess I’ll find out when I get my next bill but, should that happen, I will gladly inform them that I have bank records saying that the money was withdrawn from my account.

The only nice thing I have to say about CenturyLink is that the people I worked with were professional, kind and, at the very least, pretended to be helpful but that doesn’t make up for the months of what essentially adds up to lies, manipulation and inflated charges (for service that I never even HAD mind). I would never, ever recommend CenturyLink and I strongly caution anyone from getting into bed with them in the future.
Cassie

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