- Report: #1468950
Complaint Review: Centurylink - IN
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Centurylink
IN, United States
Web:
www.centurylink.com
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Centurylink Centurylink charged me a disconnect fee without disclosing it, even after contract was over IN Indiana
I had Centurylink internet for just over a year and it was slow and went down often, so after my one year contract was over I cancelled. The rep at the time tried to save my business but I told her I wasn't interested and that I wanted to cancel service. She did so and informed me that I would get one more bill which would be my final one for service up to that date. Okay, fine, I get it. The "final" bill came for $1.99 showing only one day of service before my cancellation. So I paid it and thought I was done with Centurylink.
A month later I got another bill for $15.61. Page 1 showed something called "voice" but I never had voice service with them so I connected to their online chat to dispute it. The chat-rep said that the $15 was actually a disconnect fee as itemized on page 3. Sure enough, there it was. But not only was a disconnect fee never disclosed, I was actually told there would be no further charges after my service was disconnected. Finally, the chat-rep said that she couldn't waive the fee because it was valid and that if I wanted to dispute it I would have to call into their disconnection team. So I did. To her credit, the disconnection representative, Cristina, listened to me vent for several minutes and then apologized and waived the disconnect fee.
One more thing. Before calling in I went onto Centurylink's website and browsed around for items pertaining to disconnection of service. As hard as I tried I could find no reference to any $15 disconnection fee. BTW, I worked in a call center environment for over 20 years and I know that representatives are required to disclose things like that. Had they disclosed it I might not have reacted so harshly but the fact that I was told no further charges would occur and then they actually did was what set me off. My little $15 charge might not have been such a big deal but when I think of the tons of money they make from all the people who didn't fight back it really infuriates me.
