In April of this year I was shopping around for an internet/tv bundle and decided to go with Prism TV by CenturyLink, who were
advertising a package for $69 here in Casselberry, Florida. I called the 800 number to order the service
and the man who answered the phone did not even know what Prism TV was. He kept asking which CenturyLink phone
service I was interested in. I did not want phone service, only internet and TV.
After putting me on hold and checking with his colleagues he returned and took my information to set up my account. At no time did he ever say that I was entering a contract, and I made a point of confirming that I could cancel at
any time without penalty. He assured me that this was the case. I know this for a fact because I do not under
any circumstance enter contracts with phone, internet or TV providers because of negative past experiences.
After 7 months of terrible internet service (frequent blackouts) and a very limited channel line-up on Prism TV, I decided I was
going to change service providers. Today I called to cancel service and Chad at CenturyLink tells me I am on contract
and there will be a cancellation fee of $200.
I am flabbergasted, because I know I entered no such contract. I ask him to please send me a copy of the
contract where I agreed to this, and he says it was verbal over the phone when I started service. I asked him to please
send me the audio recording of the phone call because I know I did not agree to this. He said there is no recording, but he has a notation on my account stating that I agreed to it.
At this point I asked to speak to his supervisor and I was placed on hold until Nancy from the escalation team came on the line. Nancy proceeded to tell me the same thing, so I again asked for her supervisor and was back on hold for about 10 mins until I spoke to someone else named Chadwick. Chadwick again went over the same thing with me, telling me I agreed to this contract that no one can send me a copy of. I recorded the conversation and informed him as such, and told him to go ahead and cancel my service. He said he would be cancelling the service, and sending the bill for the early termination fees.
I informed him that I will not be paying a penny of any such fee for a verbal contract I never agreed to, and would take the matter to court if necessary. What I did not bother to tell him is that I will post my experience all over the internet, and send it to all my email and social media contacts, and tell all my friends, family and co-workers to avoid CenturyLink and Prism TV at all costs. To all consumers, please do yourself a favor and avoid any and all business with this unscrupulous company.
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