I've been a loyal US West/Qwest/Centurylink phone and DSL subscriber for years. From a technical side, I've always been very satisfied with the service I've received- DSL speed usually right up to my quoted speed, and running almost 100% uptime for both my voice and DSL service. However, my recent experiences with the Sales and Billing side are now driving me away. After needing to revise my monthly spending due to a heavy load of medical bills, I had contacted Centurylink about dropping to minimal service to be able to match my new enforced monthly budget. Very optimistic rep. was able to help me restructure things, but after two billing cycles, the new package and rates never showed up, and my billing continued at full rate. Follow-up call at that time was again very optimistic, and admitted seeing that the rate should have been reduced, and promises were again made. Still no response in the billing. Two months ago, followed up with a very polite, courteous, and careful woman who reviewed everything, and verified that there should be a $30 credit per month since the first "promise", as well as waived late fees for the partial payments I'd made to keep up with what the new rates should have been, and placing the DSL service on a 'vacation hold' for six months as I had an alternative available through the summer. Two billing cycles later, still racking up $94 a month, with no sign of any credits or changes. Today's calls, on hold for 15 minutes to first rep., then referred over to a specific billing area, holding for another half hour to a second rep., then another referral, this time to a "loyalty" department rep. After holding for another 20 minutes, gave up. What does one have to do or say to get Qwest to follow through on promises? I'd almost rather just be told, "no... like it or lump it!", than continuing with this chase. As much as I hate to say it, it looks like it's "Mediacom, here I come..." And I REALLY hate them...
↧