CenturyLink customer turns to Troubleshooter for gift card problem

CUMBERLAND COUNTY, N.C.

Perette Franks decided to make the switch to CenturyLink for internet, phone and TV last February.

"I saw the advertisements on TV and they had a good price, and plus they had the offer of the $250 gift card," said Franks. "I said, 'I'll give it a try.'"

Shortly after signing up, Franks says she was told to register for the gift card online and it would arrive in the mail.

"I was supposed to receive it in May," said Franks. "May came around and nothing and I said, 'Good grief! Maybe I'll give it some more time.'"

However, more time only left her waiting longer. When she called CenturyLink, she says she was told to register again.

"November came around --still nothing," said Franks. "I said 'What in the world is going on. How long does this take.'"

Franks said a trip to her CenturyLink store only led to another failed attempt.  Fed up, she got in touch with me.

"Next thing I know, I got a call from a lady at CenturyLink the day after Christmas so I knew Diane made a call," said Franks.

CenturyLink offered Franks two options.  She could either use the $250 for her bill, or receive the Visa gift card.  She opted for the card.

"I want to thank Diane Wilson," said Franks. "I want to thank the team. I want to thank ABC Eyewitness News because ya'll did a great job."

A rep with CenturyLink said they worked directly with Franks to get the problem resolved.

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