CenturyTel Complaint - Customer Service
MARINETTE, WISCONSIN -- Well it began with my DSL not working the day it was supposed to be activated. I had only had my phone service for a few days. I called and they told me I had not been billed for it, and the billing for my normal phone service was all wrong and they would have to completely redo my order. I attempt to patiently have it redone, and end up knocking my DSL service down to the lowest level, knowing that I now cannot afford the service I had first requested. They said normally there is a $35 fee for moving the service down, but they would credit that due to the fact I was unaware of all these extra costs. My 2nd bill arrives and there's a $35 fee! I call and ask about it - they said that yes they see the note on my account about it, and apologize, and that it'll be credited on my next bill. Next month arrives and it's still not credited. I call again and they apologize, say they will add it immediately. FINALLY the 4th month my $35 + tax is credited.
Other stuff: the VERY first day my phone was hooked up, after just a few hours, I get a telemarketer call - an automated voice message from Sprint PCS Wireless, which isn't even available in my area. I call Sprint a couple times with no luck. I try calling CenturyTel, and the rep says she can try to block the number for me, but I'll have to pay for it. What - pay to have a # blocked that's annoying me when I never even signed up for their services, blah blah blah! I said I'd think about it. Several days later I call, desperate, and that I'll try it. She's going through to add it to my account, I wait for like 5, 10 minutes. Finally she says "sorry, it's not available in your area". What?? You coulda told me that first, instead of having me wait! I tell ya, each customer service rep tells you something different, I hate it!
Another time, I see a "3-way call" on my bill. I never remember doing such a thing - I have no idea how to even initiate a 3-way call! It took some pondering, but I finally realized the # I supposively called was CenturyTel's 1-800 Residential Service number! Gee whiz, it's their OWN number, and they're tryign to charge me? They claimed that evidently I had not quite hung up before calling another #, and that's how it happened. I argued with them, begging to get it credited (for reasons listed above). Finally they said they'd talk to their supervisor. More waiting. Then they finally said they were able to credit it. They forgot to credit the 2 cents of tax, like they were supposed to, but at this point I was like, who cares. Oh yeah - and this same day, I told them to add every kinda block imagineable on my account, so I don't accidentally dial any of this stuff and get charged for it. Months later...
I meant to dial the code that would block my caller ID information to the person I was calling. I THOUGHT it was *69, but I guess it was *67. Before I could do anything about it, I began to hear the last person I called. Argggh!! The next day I call CenturyTel about it and asked why there wasn't a block for that, when I had requested it. She said she didn't see one but that she would add it. I wait maybe 5 minutes while she does that, and credits my account. She says to call back when I receive my statement to request credit, and that she had added a note on my account about it. Next month...
I call about the charge, and they credit my account. I then ask about the block, and they said it's not available for "Call Return". I try everything I can to ask things like "even if I did it unknowingly - if it was an accident, etc." but they said - "i'll credit this time, but not next time". Frustrated, I hung up, and vowed to not use so much as a free caller ID block - 'cause next time, if I dial wrong, it won't be free!
Once I get my tax return, I'm seriously considering switching to wireless (cell phone). Yeah, it may cost a little more (right now I have the bare minimum 'cause I don't need all those extra features) but I'm hoping I'll have less hassle and not have to continually contact Customer Service to credit my account about this or that!