Complaint Review: CenturyLink - Nationwide

I acquired my small business in November 2012, at which time I contacted CenturyLink and informed them of a change of ownership of the LAN lines and DSL internet service account (Multiple forms were completed and notarized for the change of ownership).  From my first billing statement dated December 1, 2012 until April 1, 2013, my monthly charges varied only between $166-$176 per month (a very tight range considering long distance was being charged by the minute).  In hindsight, I had no complaints about my billing charges and was not actively seeking any changes to my LAN line phone and Internet Services.  Little did I know the hurdles about to be placed in front of me.  On April 2, 2013 I was contacted by an "Account Analyst" of CenturyLink (formerly Embarq) who offered to save me approximately $30 every month by changing my services to a promotion without a commitment period that would provide me with Unlimited Long Distance and 2X my DSL internet speed.  Being a skeptical individual, I requested something in writing outlining this supposed promotion.  I promptly received a fax outling this promotion, highlighting the exact monthly savings I should expect to receive given that charges would be standardized based on an Unlimited Plan and it was being sent directly from a CenturyLink representative.  I agreed to this promotion with the understanding that I would need to complete a variety of additional forms (some notarized and some not).  All forms were completed and submitted on April 15, 2013.  

The bills came in May and June without any promotional savings (but within my previously described range $166-$176 each month).  My attempts to contact my "Account Analyst" via voicemails, faxes, and emails continually went unreturned.  On June 25, 2013 I contacted CenturyLink directly, at which time a friendly representative named Casey informed me that he had no record of the "promotion" being applied to my account, but he could apply the same promotion for me and it would become active immediately.  On July 1, 2013 I received a bill from CenturyLink for $199 (well above my tightly controlled normal billing charges).  I promptly contacted CenturyLink at which time I was informed (lied to) that the $199 included my prorated June charges plus prepayment of the July services.  "This will not be an ongoing problem."  On August 1, 2013 I received a bill from CenturyLink for $254.  I promptly contacted CenturyLink at which time I was informed (lied to) that the promotions had not been properly applied, I was credited $139 and assured "that this will not be a problem again."  On September 1, 2013 I received a bill from CenturyLink for $202.  I promptly contacted CenturyLink at which time I was informed that my billing statement was correct, the promotion I was offered had been applied, the faxed promotion I had in-hand was "invalid" and the account would not be credited any adjustments.  I requested to have all of my services reverted back to pre-April 2013 and then speak to a manager.  After waiting on-hold for the majority of 49 minutes the phone-line was accidentally disconnected by the CenturyLink representative "Angel" in the Key System Billing Department.  Never to be heard from again.

Please understand, my business is in an area without options for LAN line providers or DSL providers, so I will hopefully get my billing charges back to my normal range and just eat all of the time I wasted on this ordeal with absolutely nothing to show for it. However, I have filed a claim with the Better Business Bureau and plan to create many more internet reviews outlining my experience.  If just 1-2 customers who have a choice of LAN line provider or DSL provider choose a competitor over CenturyLink, my efforts have not been a total loss.  CenturyLink arms their emplyees with the ability to LIE, STEAL and otherwise DECEIVE customers in order to produce additional revenues without repercussion.