Unethical, crooked, unfair billing practices - Nohd/Customer Service Lumen Employee Review

I gave the last 11 years of my life to this company. Six years in customer service and sales, and the remaining 5 years with irc/nohd/sos. This dept is supposed to be a help desk. If a customer asked to speak with a supervisor, all of a sudden we became the "escalation team". The front line customer service agents are so rude, transfer customers to get rid of them, and/or simply hang up on them. No accountability for actions. If the agent doesn't want to deal with a billing issue, the agent will escalate, not the customer. Under no circumstance do you ever refuse to take the call, even if you know the customer is in the wrong dept. I would get yelled at, cursed at, screamed at, and be subjected to every form of verbal abuse. You can't hang up or transfer the calls, regardless of what is being said by a customer, or by your own customer service piers. Most of the time the customers that you will talk to have a legitimate reason for being upset. Being charged for equipment they never received, being charged shipping when nothing shipped, and being charged/over charged for service they never asked for or received. The fix sounds simple. Credit the bill and move on. However you are held to a dollar amount of credit you can give each month. If you don't meet that number, management is forever questioning you, micromanaging, and seemingly looking for reasons to scold. When seeing something unethical taking place, I would bring it to the attention of management. Time and time again I was told to stop asking questions and just do whatever is being asked for me to do, regardless of feeling convicted. The so called management team is so poor that no one wants to stay, and the ones that do are all on medication in order to cope. They have a strict cell phone policy, but everyone uses them anyway. That is one rule that is bent on a daily basis, and simply because management knows everyone is unhappy and the supervisors are job scared. The only reason I stayed for as long as I did is because the pay was good for this area. Looking back, the money wasn't worth my happiness. I would not recommend working for CenturyLink to my worst enemy. Last resort and need money now? You get paid for training. Go through the training process and continue searching.