When I signed up for new service in Nov 2013, Centurylink automatically shipped me a rental modem, even though I had checked the box for "I already have my own modem" when I filled out my registration.
So I was surprised when I got an email from them saying my modem had shipped. I called and tried to get it cancelled, but the rep told me it was too late to cancel it. He told me to just use the return shipping label included in the box to return the package.
So that's what I did. I got the modem and returned it (before my service was activated, because the tech never showed up on the scheduled date.)
Anyway, as it turned out, when my service was finally activated, the modem I had (that I had previously purchased) didn't work. I needed the newer style modem. So I called and explained the situation and they sent another one out for me to rent.
Now I get a bill in March for the first modem they sent out, claiming they never received it. The email support reps told me I need to give them the UPS tracking number so they can credit my account, but I don't believe I was even offered one. I used the pre-paid return label from inside the box, I didn't pay for the shipping myself and so I was never emailed a tracking number from UPS. I simply dropped off the package at UPS.
Email support basically stopped responding to my emails after the bill was paid (I use the auto-bill bay feature so it was deducted before this could get resolved).
I've been searching the forums and this is an ongoing issue with centurylink. There are countless threads about it all over the forums. I think it's outrageous that they are using their shoddy recordkeeping as an excuse to stick me with this bill. Support will not issue me any information, they wouldn't check the serial numbers to see if the modem was in use anywhere, etc. They just insisted they never got it and that was the end of it.
I went to UPS and they were kind enough to give me a list of tracking numbers for every package that was dropped off there over the period when I would've dropped it off. However, the info I can get with these numbers is extremely limited, and all that I can get is the name of the town where the package was sent, and who signed for it. It doesn't list the delivery address or name of the receiver.
I'd like to find out where this package would've shipped to when I returned it so I can verify it through these tracking records and get refunded. If anyone can help I'd greatly appreciate it, seeing that their customer support won't respond to my emails anymore.
Thanks
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