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CenturyLink fined USD 550,000 for cramming

Wednesday 14 August 2019 | 09:22 CET | News

The Federal Communications Commission announced a settlement with CenturyLink to resolve an investigation into the company’s placement of unauthorized third-party charges and fees on consumer bills. The company agreed to pay a fine of USD 550,000 for the cramming offences and committed to a compliance plan designed to prevent such charges in future. 

During its investigation, the Enforcement Bureau reviewed complaints from CenturyLink customers. Consumers stated that they discovered unauthorized third-party charges on their CenturyLink bills and, in some cases, had difficulty getting timely refunds. 

CenturyLink has agreed to cease billing for third parties, with certain narrow exceptions, and to implement a process for providing refunds or credits to customers with valid complaints about unauthorized charges. The settlement strengthens CenturyLink customers’ ability to dispute unauthorized charges, including ensuring that customers are not required to first contact the third-party company to be eligible to receive a refund or to pay a disputed fee until that dispute is resolved.  CenturyLink will also allow customers to block future third-party charges and have available upon customers’ request all recent billing information related to third-party charges.  

In addition, CenturyLink commits to revise its processes, conduct staff training to avoid any further placement of unauthorized third-party charges on customers’ bills, and file regular compliance reports with the Commission. 



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Categories: Fixed
Companies: CenturyLink
Countries: United States
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