I have been a Centennial customer for almost 3 years and during that time I have spent thousands of dollars on my three phone lines. The ONLY reason I have remained a customer is that their cancellation fees for my three lines total $750. They are hands-down the worst cellular company I have ever been with and they have NO idea what good customer service is—despite their reps always answering the phone with "Centennial, where we care about our customers." They only care about the money.
Their salespeople are dishonest, they ALWAYS make mistakes on your bill, and they charge you hidden fees and then hope you don't notice them on the bill. Twice now, they have messed up my bill, admitted it was their fault, and then before figuring out the actual charges for me to pay, they turned off my business line for nonpayment. Then, they "offer" to waive the $75 reactivation fee and take credit for fixing my problem—which they caused in the first place.
I once went 8 straight months with overage charges on my bill, which they purposely make impossible to read and understand. I had to call in each month to correct the problem. Their idea of good customer service is correcting the problems they cause if you can get through to the right person at the company and tell them the problem. What they will not recognize is that customers do not have time to be calling the company every month to fix their bill.
If I pay them the wrong amount, they turn off my phone. If they mess up my bill, it is my responsibility to pay it in full up front and then figure out if it is correct later.
After numerous problems with my phone, my bill, my headset, my charger, their salespeople and constant dropped calls, I had my attorney write them a letter. I actually received a call from their attorney two weeks later who went on and on about how whenever there was a problem, they fixed it. I told her that they were great at fixing problems (if I brought it to their attention first) but that they needed to work on eliminating the problems, not just fixing them. At what point do I actually just get to be a customer and not have to call them each month to be treated fairly. That is their job, not mine. They either need to put me on payroll or handle their business better.
I have actually been on the phone with them three times this month about having a lot of dropped calls and my call has been dropped while I was talking to them. They of course never call me back—no caller ID plan at their headquarters I guess. Despite this, they still will not admit that I am having trouble with dropped calls.
Their salesperson sold me a webphone that does not even work with the web plan I was on, though I can upgrade to a higher plan if I want of course. Then, he put my 5 after 5 plan on the phone I do not use for outgoing calls, and they said that it was my fault?
Centennial simply will not let you out of your contract early—no matter what. They want you to abide by all the rules in the contract but do not seem to have any responsibility to hold up their end of the bargain.
They are another great example of a company that only cares about their bottom line. That is probably why they make you sign such a long contract (30 months). I will continue to tell everyone I meet to avoid them like poison until they let me leave so I hope they appreciate the free advertising.
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