- Report: #908051
Complaint Review: CenturyLink - Internet
-
Author Not Confirmed
Why?
CenturyLink
Internet, United States of America
Phone:
1-800-201-4099
Web:
www.centurylink.net
Categories:
Business Rating:
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CenturyLink centurylink.net DECEPTIVE SALES PRACTICE, POOR CUSTOMER SERVICE FOR COMPLAINTS Internet
After careful review, I purchased internet/unlimited long distance from CenturyLink. The salesman assured me (several times) that:
1) final bundle price & what was included in that price would cost $74.40 plus approx $10 tax;
2) optional $20 adjacent county calling plan would be removed after bundle takes effect because unlimited long distance would be used instead;
3) conversation was recorded and could be referred to if there was a problem;
4) I would receive an American Express gift card for signing up with CenturyLink ($100)
What I received:
1) bundle costs more than promised;
2) $20 adjacent county plan not removed
3) AmEx card not received
Customer Service Agent (and Supervisor) response:
1) first complaint - agent performed billing correction by removing $20 adjacent county calling plan stating that it should not be on bill;
2) second complaint - agent & supervisor state $20 adjacent calling plan is a necessary recurring charge in bundle and will not remove it even though I explained this was an optional charge selected for previous local phone service only;
3) after asking supervisor to view other optional adjacent local calling plans, he finally agreed that the $20 was for an optional plan but would not remove it because it was still part of unlimited long distance/internet bundle;
4) supervisor said he could not refer to recorded conversation with original salesman because it was over 30 days and that couldn't even tell if conversation was recorded in the first place;
5) supervisor would not comment on my written notes of what salesman promised because he could not speak for salesman - when asked about retraining salesman he stated he would contact salesman's supervisor;
6) asked to have salesman's supervisor call me, the supervisor i was speaking with said he would try but couldn't guarantee it;
7) expressed my dissatisfaction with supervisor, he said he was sorry for that and then remained absolutely silent on phone until i spoke again (sneaky tactic used to make customers concede).
What I will do:
1) attempt to speak with salesman and his supervisor to get to the bottom of this $20 overcharge and deceptive sales practices;
2) investigate other internet/long distance phone services;
3) investigate getting rid of landline all together (in our area we can only use centurylink)
4) demand my American Express gift card, and if not forthcoming complain to AmEx (a FANTASTIC company for customer service) to discontinue their affiliation with CenturyLink.
1) final bundle price & what was included in that price would cost $74.40 plus approx $10 tax;
2) optional $20 adjacent county calling plan would be removed after bundle takes effect because unlimited long distance would be used instead;
3) conversation was recorded and could be referred to if there was a problem;
4) I would receive an American Express gift card for signing up with CenturyLink ($100)
What I received:
1) bundle costs more than promised;
2) $20 adjacent county plan not removed
3) AmEx card not received
Customer Service Agent (and Supervisor) response:
1) first complaint - agent performed billing correction by removing $20 adjacent county calling plan stating that it should not be on bill;
2) second complaint - agent & supervisor state $20 adjacent calling plan is a necessary recurring charge in bundle and will not remove it even though I explained this was an optional charge selected for previous local phone service only;
3) after asking supervisor to view other optional adjacent local calling plans, he finally agreed that the $20 was for an optional plan but would not remove it because it was still part of unlimited long distance/internet bundle;
4) supervisor said he could not refer to recorded conversation with original salesman because it was over 30 days and that couldn't even tell if conversation was recorded in the first place;
5) supervisor would not comment on my written notes of what salesman promised because he could not speak for salesman - when asked about retraining salesman he stated he would contact salesman's supervisor;
6) asked to have salesman's supervisor call me, the supervisor i was speaking with said he would try but couldn't guarantee it;
7) expressed my dissatisfaction with supervisor, he said he was sorry for that and then remained absolutely silent on phone until i spoke again (sneaky tactic used to make customers concede).
What I will do:
1) attempt to speak with salesman and his supervisor to get to the bottom of this $20 overcharge and deceptive sales practices;
2) investigate other internet/long distance phone services;
3) investigate getting rid of landline all together (in our area we can only use centurylink)
4) demand my American Express gift card, and if not forthcoming complain to AmEx (a FANTASTIC company for customer service) to discontinue their affiliation with CenturyLink.
