LAKE TAPPS, Wash. — CenturyLink has canceled at least 33 appointments in six months to fix a Lake Tapps couple’s landline with no explanation as the family continues to pay its monthly bills.
KIRO 7′s Investigative Team was able to get the family answers after their months-long issue with the company.
Kandiss Torza and Richard Hardenbrook said they first noticed a buzzing sound on their phone last August, making it difficult to speak with anyone.
At first, a CenturyLink worker told the couple the cable lines under the ground were causing the issue, the couple said. However, since August, the family has received the same text messages and emails from the company, canceling their appointments and rescheduling to another date.
“Frustrated. I can’t have a decent conversation on the lines. I have a hard time understanding people on their end,” said Torza.
“We get the same text message over and over and over and over and over,” said Hardenbrook. “This is what we’ve gotten on a daily basis going back to August 2024.”
Whenever they called CenturyLink to try and get answers, Torza said agents were not helpful and would not connect them to a supervisor.
She said, “I think they’re giving lip service.”
One agent was not hopeful about their situation, she added.
“They said it may never be fixed. It’s not a priority for them to fix it,” she said.
KIRO 7 News was able to validate and confirm at least 33 cancelations in a span of six months after looking through the couple’s records with CenturyLink.
We reached out to CenturyLink three times to try and get answers.
A spokesperson told KIRO 7 News that he would try to get back with us, however, he never did.
After our last attempt to reach the company, Torza called KIRO 7 News and said the issue was finally fixed after the family endured six months of receiving no help.
“I think you should expect good customer service on a service you’re paying for, and it should be transparent on what they’re doing to provide that customer service,” she said.