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Seattle man says CenturyLink bills still full of errors after 6 months

David Israel points out charges on his CenturyLink for service he cancelled nearly 6 months ago.


David Israel says all he wants is an accurate Century Link bill that he can understand. Instead, he says he spends hours on the phone every month trying to remove erroneous charges.

The problem started in September when he ordered landline service for a retro style wall phone he purchased to match the character of his fifties-era Seattle home. It didn't work out.

"They connected it and it was absolutely horrible connection." Israel explained. "I had it for maybe 2 days tops, and called and complained and said I just want to disconnect it."

Israel says cancelling the landline was no problem. But sitting at his dining table with a stack of Century Link bills, he says the real disconnect has been with monthly charges. With no landline service, Israel says his monthly bill should run around 30 dollars for internet only. But the balance due totals have been all over the place.

"And like I said, every month I call, and when I'm finally able to get a hold of a manager they assure me that I don't owe the amount it says on the bill." Israel explained. "I just want an accurate bill. To where I'm not required to spend 3 to 6 hours every month trying to get it resolved- when it's clearly not my problem."

When the Problem Solvers contacted Century Link with questions about Israel's complaints, Corporate Communicatioins Managers Caitlin Jenney responded by email with the following statement:

"CenturyLink values our customers and strives to provide the best possible experience and customer service at all times. We have reached out to our customer Mr. Israel, apologized for the inconvenience and resolved the issues."

Israel says after what he's been through, he won't be convinced the problem is solved until he sees his next statement.

But now, state regulators want to know more about what happened. According to the Washington Utilities and Transportation Commission, when Israel's landline bill complaint was not resolved after talking with the first supervisor- the utility should have informed him of his right to file a complaint with the state for further investigation. Israel says that never happened. He plans to file a complaint right away.

WUTC notes it does not have regulatory jurisdiction over all utilities, just landline phone service, private utilities such as Puget Sound Energy, and certain solid waste and water utility companies. Spokeswoman Amanda Maxwell does say customers of non-regulated utilities are still welcome to call the state with complaints, since the staff may be able to offer other possible courses of action for their situation.

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