Complain about a product or service

Embarq

Embarq is a local telephone company that was formerly known as Sprint.

Billy of Stuart, VA October 13, 2009

I called for high speed service. I was told by the sales representative that I would pay a set up fee. This was not the problem. I was told that I would pay 35.95 for the first 6 months then it would be 59.95 per month. When I received my first monthly bill it was 62.84 not 35.95. When I called customer service they basically told me too bad. They cannot and will stand behind what an employee promised me on pricing. I feel that the company deliberatley baited me in with a cheaper price and have defaulted on this. I was told that if I did not like it to just cancel the service. They said that there is no contract and there would be no cancellation fee. Do I believe them now? The CSR that I talked with was named Alison. I am very unhappy with this Company's response to their deceptive practices by employees. I blame the Company.

gaspare of oakton , VA September 14, 2009

Aug of 2008 embarq call to sell me a phone,internet service, dish network package. The plan was to cost 65.99 for 1 year and 85.99 for the second year. It has never been that amount. Every month I need to call and go over my plan. Now embarq is telling me that my plan is going to cost me 150.41 a month. I ask them if they could get the phone recording from when I first sign up with them, because they got a third party to record the contract over the phone. They tell me that I cannot hear that taping. That is is for embarq only to hear. I think that is wrong a deceiving to me as a costumer.

gregory of cape coral, FL September 1, 2009

my wife and i went into the embarq store because of a promotion that they had at the time. they were promising a plan that would include sat tv, internet and home phone line. john reyes greeted me and answered my questions. he had worked there for 3 years so i didnt really think he would have been around that long if he had a history of lying to customers. (boy was i off) as a sign up bonus they were offering 150 mastercard that he informed me that would come in the mail in a couple of weeks so the first month would pay for itself(which was not true either).so we went ahead and made an appointment for them to come out. first the satellite people had to reschedule because my phone line was never turned on. so by the time embarq got out to us they said they couldnt set up internet in my office because we didnt have a phone line already installed in there, and they dont go in attics anymore. i had a wireless router we used in the house we just moved from so they set it up using that. the internet would go on and get booted off the minute you tried to use the computer. after many hours of "technical support" (by the way i had to use my cel phone because the phone line never worked)they tried to make us buy one of their wireless routers saying its the problem. they replaced the router with theirs and it never worked even then. after this going on for three weeks they agreed to let us cancel because they couldnot rightfully provide us the service. well they mailed us a bill after that saying we owed them money. when in reality all the credits they gave us for our patience we would have been payed up for a month and a half easily. now we are getting calls from a collection agency 5 times a day

Kristy of Hillsborough, NC August 21, 2009

We are business that does shipping through FedEx, UPS and USPS, as well as bill payment for 150 different companies. We rely on a consistent internet connection in order to process shipments and bill payments. We are paying for 3MB DSL speed, and yet after performing a speed test, we're only receiving 1MB. Consequently, this has caused our computers to crash no fewer than 30 times per day, rendering our bill payment system unusable. We called the technicians for the bill payment programs, and after multiple diagnostic tests, isolated the problem to being the internet connection, or lack thereof.

When we called Embarq to request repair, their technician came out for 45 minutes at 99 and said there was no problem. Yet the problem has persisted and we can see the internet connection failing repeatedly no fewer than 3 dozen times per day. When I called Embarq, they either hung up on me or claimed the problem was our ethernet switch (which they supplied but do not service) or the bill payment software. We had the switch replaced by a local IT professional. Embarq wants to collect their fee for service but not rectify problems with the internet service. I have been repeatedly hung up on by their so-called customer service representatives. They need to fix this problem, because as it stands now, they have committed fraud by charging for service (3MB DSL speed) that they haven't provided.

Susan of Franklin , IN August 14, 2009

I called to advise Embarq I was being slamed with unauthorized charges by I.L.D. to the tune of 14.95 a month. Embarq rep suggested I may have "accidentally signed up for a service" online by clicking on something. Told her that was ridiciulous and that I had seen other complaints online from others this is happening to. She said they could remove the I.L.D. charges. I said cancel my Embarq landline. She then told me I could contract I.L.D. about the charges and dispute them. I intend to tell them to take my final bill and try to collect from I.L.D., since Embarq enabled them to steal from me for several months.

fred of henderson,, NV August 9, 2009

I was charged 14.95 for a call that I neither made or authorized on my Embarq statement. When I called Dan he said the call was made June 21. A few minutes later I called Jan and was told the call was made june 23. She said she will credit my Embarq bill for the charge but will not know for sure until I receive my next statement. Third party billing should not be allowed by phone companies especially when they cannot or will not adjust your statement for the unauthorized billing.

Jerry of Connelly Springs, NC June 29, 2009

It is amazing that in this day and age that a person cannot get local phone service. Yet here i am not able to . I have been trying for weeks to get phone service from embarq for a new home i am having constructed . I am building in a gated community and the first phase customers have access to Embarq service. When i called embarq they gave me so many excuses as to why i could not get service, from " your not in the e991 directory" to no such address to "we do not have an egress contact with your developer".

After weeks of going through each reason and proving them wrong , they come back and tell me that they can not give me a phone cause it would be cost prohibitive for them to hook me up . When i ask for the price tag to see if i can self fund this exercise i get told it is too expensive and sorry can't help me . They tell me that they did not make enough money on the first half of the development so to bad for me . I am the first of several houses in this phase almost completed and several others have started , yet there is not enough money to be made to run a cable. I am less than 4 miles from where the cable comes into the development. I have also learned that Embarg has recieved monies from the federal Government for the expansion of service into rural america and my area is one of these areas where money was recieved.

Carolyn of Baldwin City, KS June 19, 2009

For approx. the last 2 mo, my daughter has had the ability to make outgoing calls most of the time. But, is unable to receive incoming calls. This has been reported to the repair service numerous times. A repairman comes out, maybe it works for a day or so, maybe not. On incoming call it sometimes rings once & then nothing but static. She never receives the call. Luckilt she has a cell phone that she is able to use most of the time. I don't understand why Embarq can not locate the problem & fix it?

Sarah of The Dalles, OR June 15, 2009

Due to terrible customer service and an on-going problem with my Internet connection, I canceled all services with Embarq on about April 23rd. My bills have always been set to "autopay" with Embarq--my bank account was automatically deducted the 4th of every month. On May 4th, after my account was closed, Embarq deducted my April bill from my bank account as per usual.

A couple of weeks ago, I received my final bill from Embarq for 44.60. Very clearly (in bold) at the bottom of the bill it says "Do not send payment. Your bank account will be drafted 44.60 on or after June 4th." Expecting that to be the case, I did nothing. Imagine my surprise when yesterday morning I received a call from collections for the 44.60. I had to pay a 10 fee in addition to the 44.60 in order to take care of the payment immediately and not subject to credit bureau reporting.

When I called Embarq this morning, two different customer service agents admitted that it was Embarq's error for printing the message on the bill (apparently their policy is that any bill after the disconnect date cannot be paid via autopay--but my May bill was paid that way), but they both refused to reimburse me the 10 fee I had to pay the collection agency.

A supervisor actually hung up on me when I pointed out that my May bill was paid via autopay (after my disconnect date) after she said that all payments made after April 23rd would have to be paid over the phone or by check. Another agent told me I "misunderstood" the bill. How do you misunderstand the sentence "DO NOT SEND PAYMENT"? I hope to NEVER do business with them again! I had to pay 10 to the collection agency to rectify the situation before my credit rating was adversely affected.

Pamela of Henderson, NV June 1, 2009

Upon my initial subscription to Embarqmail, my monthly statement is NEVER correct. Each and every month there is a problem and when telephoning the people refuse to allow me to talk with a Supervisor and they are constantly rude. It varies from several hundreds of dollars to a few dolars, but is NEVER correct. When I telephoned to cancell my account I was informed that Embarqmail would fine me for the cancellation.

I feel that Embarq is guilty of fraud as my monthly bill NEVER changes and was given an amount to pay. That amount was 84.00 a month plus tax. 84.00 was agreed upon and to date I have NEVER paid that amount. It is a constant game of Russian Roulette wondering what the bill amount will be. Please check my account and you will note the constant changes to my bill.

After over ten months one can only take so much imcompetiency. Also, when I telephone for the information requested by your Department, address, etc. Embarq fefused to give me that information. PLEASE help me. How much is a person supposed to tolerate?

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