United Telephone Southeast, LLC

We recently had to replace our Genie due to hard drive malfunction We understood the implications and what needed to be done to fix itWhen we received our new DVR, we had to call Direct TV for activation assistance While speaking to the agent, they were not able to correct the problem, advised somehow our Base Channel Package no longer was on our account So I needed to speak with someone else, he could not fix it either Said we would be charged additional charges if he added the service because it would look like new serviceHe confirmed his supervisor could not either So he told me since we are bundled with Century Link, we needed to call them and have them add service back onI was on the phone about minutes at this point
This made no sense to me, however I called CenturyLink This is when the situation became even more escalatedI spoke to an agent who said I did not have service because my payment was Due Dec (the date I was calling on was Dec14) I was trying to explain the situation and did not agree that I had to pay the bill in order to get our services back We had service hour prior to changing the boxes and going through activation The agent was not pleasant, I advised times on the call she was muffled and I could not understand her, she became rude so at that point I wanted a supervisor
The supervisor came on the phone and was not any more pleasantShe agreed with the agent and said it was because I was pat due I was adamant that was not the case, no way would century link turn off services with days past due on the bill Her supervisor, said yes that is why and the only way to get services back on I escalated again and asked for a managerI was then transferred to another lady On this call for minutes
Speaking to now the CenturyLink agent and at the point of beginning to explain the situation, she then proceeded to tell me why I was calling, had the time to tell me that my services were not suspended, and then the call went on hold, I was put back in queue
I spoke to about more people, during each conversation, the agents went silent and I was mysteriously placed back on hold and I the queue About 45-minutes on this call, I disconnected and called a different CenturyLink numberThis is when I received ***
*** allowed me time to explain the situation and all the trouble I was havingShe reassured me she would help, and she didIt took another minutes but she got it fixedShe confirmed the reason for losing services was not due to my bill (so I was lied to initially) She took the time to get a Direct TV agent back on the phone to help me
Funny, I had to go back to DTV to get help, which would have resolved my problem in the initial minute phone call and not gone through all of this In the end *** and *** resolved the issueI did escalated to *** a manager, to explain the issues as I expected some compensation for the way Century Link's employees treated meSuggestion, train your overseas agents or get new employees They will ruin your brand *** provided me a $compensation, not much, but something
Once the services were back on, we noticed MORE issues so I had to go back to DTV for help to get our mini genie's set upThis also took more calls The initial agent helped get one of the mini genie's working however when I advised the on our other was not working, she was adamant I needed to call my provider Which made no sense because the is for the wireless router for the mini, not internet So once again I called DTV back, got a different agent, who confirmed they would fix the issue, and finally my issues was fixed These calls totaled another minutes
It took about hours to resolve an issue that I ended up needing DTV to fix from the beginning of the situation I have been a customer of DTV for many years and this experience with them definitely has me rethinking our loyaltyAdditionally, looking for a new provider as CenturyLink's customer service was the worst I have ever experienced, at least DTV employees are not rude
I hope by putting in this complaint it helps with training or at least provides an opportunity to share how not to treat a customer Please listen to all recorded calls, I can guarantee they will shed light on opportunities for both companies