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Washington Utilities Commission Fines CenturyLink 133,000 for Customer Service Violations

Olympia, WALocal News

The Washington Utilities and Transportation Commission (UTC) has imposed a $133,000 fine on CenturyLink due to significant customer service violations. The company was found responsible for 178 violations, including 169 instances of failing to provide business documents for commission inspection and nine occurrences of not connecting customers to a live representative within the required 60 seconds. These violations took place between March 2022 and February 2024, indicating persistent issues with customer service. The UTC levied a penalty of $750 for each violation, leading to a total fine of $133,500 that CenturyLink must pay by December 30, 2024. As the largest local telephone provider in Washington and a subsidiary of Lumen Technologies, CenturyLink's performance affects many customers in the area.

While the UTC regulates various utility services, it does not have authority over broadband or internet services. This situation raises important concerns regarding compliance and customer satisfaction in the telecommunications industry, reflecting the commission's commitment to enforcing standards and ensuring regulatory adherence.

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