CenturyLink customer service is facing potential penalties for excessive wait times and failure to provide documentation to the Washington Utilities and Transportation Commission (UTC). An investigation revealed repeated violations of customer service response time requirements and documentation requests.
UTC Investigation Uncovers CenturyLink Customer Service Shortcomings
The Washington Utilities and Transportation Commission (UTC) has filed a complaint against CenturyLink, now part of Lumen Technologies, for violating customer service regulations. A staff investigation found that CenturyLink repeatedly failed to connect customers with a live representative within the mandated 60 seconds after selecting that option. This violation occurred nine times between March 2022 and November 2022. Furthermore, CenturyLink failed to provide requested documentation to the commission within the required 10 business days, accumulating 234 violations between March 2023 and February 2024.
Potential Penalties for CenturyLink Customer Service Violations
UTC staff recommends a penalty of up to $1,000 for each violation. This could result in a total penalty of $243,000 for the documentation violations and $9,000 for the excessive wait times, totaling $252,000 in potential fines. The investigation stemmed from customer complaints regarding prolonged wait times and difficulty reaching CenturyLink customer service representatives. A prehearing conference is scheduled for April 8th at 1:30 PM to review the complaint and establish a schedule for further proceedings.
CenturyLink’s Role in Washington State
CenturyLink is the largest local telephone company in Washington, serving approximately 650,000 residential and business lines. The UTC regulates various utility and transportation services in the state, including telecommunications companies. However, broadband, cellular, cable, and internet services are not under UTC regulation.
Conclusion: Addressing CenturyLink Customer Service Concerns
The UTC’s action highlights the importance of timely customer service response times and transparent communication with regulatory bodies. The outcome of the prehearing conference and subsequent proceedings will determine the final penalties, if any, for CenturyLink. The case underscores the need for companies to prioritize efficient customer service and comply with regulatory requirements to maintain consumer trust and avoid potential fines.
