I just spent nearly 2 hours on the phone with Century Link trying to resolve a dispute. I am disabled (MS) and I am also payee for my son's Social Security disability (schizophrenia) checks. My son asked me to set up an account for a phone. I called Century Link and began the process of setting up an account. The man taking my info asked if there was a dish on the apartment building roof. I didn't know why he asked and didn't have an answer for him. I called property management and discovered dish satellites are not allowed on the roof. I called Century Link and cancelled the order. A woman called to set up an appointment for service. Clearly told her we cancelled. Technicians called and said they were connecting phone service. I told them we canceled. My son received a bill and called the company to find out why. He was told they would only talk to me. He brought me the bill. I called CL. Woman was snippy, telling me I didn't have "proof" of cancellation. Asked to speak to her supervisor and was connected with the wrong department. Was connected to "Chris" who is an "escalation manager" and we spoke in circles. I went in with the attitude of working with him to resolution. He was evasive, interrupted me often with rebuttals, and I thought maybe he had a misunderstanding with what I was saying. I asked him to tell me what he heard as the crux of my complaint. He wouldn't address it, so I interrupted him and repeated my request. He spoke over me and I asked him to stop - several times. He continued to speak over me with a very condescending tone of voice. After my 7th request, I started shouting "Stop! Stop! I asked him if he was concerned about customer satisfaction. His response was, unbelievably, "Depends on how you define customer service. If it means giving you everything you ask for, no." I Thought my request was very reasonable. I was asking not to be charged for something I didn't order. The experience was very stressful. I asked if he could hear the stress in my voice. His response made me realize this was a game to him. For me, it may be an MS relapse from the sheer stress of it. I asked him if the call was being recorded. He said "maybe." He offered to back-date the charges to July (?!) thereby reducing the charges, and implied that I was being difficult by not accepting. He still wanted me to pay for a service that I cancelled before it was even turned on, and further declined on two more occasions. I am so frustrated. If I don't pay, it goes to collection. If I pay and submit to SSA it would be fraud. (I have to submit an accounting of the monies in my son's account.
I don't even like to see the name Century Link. Brings up really bad feelings.
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