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CenturyLink Settles Lawsuit Accusing the Company of Deceptive Advertising and Billing

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Multiple states have challenged CenturyLink for misleading its customers and not honoring sales and promotional prices.

The Arizona Attorney General’s office has settled its $11 million lawsuit with CenturyLink, which accused the company of “deceptive and unfair advertising and billing practices.”

According to AZFamily.com, “CenturyLink apparently failed to apply up to $1.9 million in discounts to Arizona customers between 2013 and 2016 after charging customers more than the prices it advertised.”

Additionally, the Colorado Attorney General’s office accused CenturyLink of deceiving its customers with misleading advertising, promising one “fixed” price, but then tacking on a hidden “internet cost recovery fee” to its advertised price, according to The Denver Post.


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The settlements made so far will force CenturyLink to issue $1.9 million in refunds to customers. CenturyLink will also have to stop charging customers the “internet cost recovery fee” and allow existing customers the ability to switch plans or cancel their service without getting slapped with an early termination fee.

From Phoenix 3TV/CBS 5:

Arizona consumers who have used CenturyLink as their internet or phone provider could see some money coming their way. The Arizona Attorney General’s office settled an $11 million lawsuit against the company accusing it of “deceptive and unfair advertising and billing practices.”

CenturyLink apparently failed to apply up to $1.9 million in discounts to Arizona customers between 2013 and 2016 after charging customers more than the prices it advertised.

Under the terms of the judgment, CenturyLink will refund $1.9 million directly to Arizona consumers who did not receive a promised “Closer Discount.” Additionally, CenturyLink will invest an additional $2 million in improvements to fiber-optic infrastructure in areas that the Attorney General’s Office determines are in need. These improvements will help provide internet services to underserved consumers in Arizona. CenturyLink will also pay the State $7 million.

The settlement will also require the company to stop charging the internet cost recovery fee for all new customers and permit existing customers who are paying the fee to switch plans or cancel services without paying an early termination fee. The company must also fully disclose all material terms and conditions applicable to its sales offers and discounts, including all fees and surcharges, send order confirmations within three business days and charge consumers only the amount quoted to them.

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