Attorney General Lori Swanson files lawsuit against CenturyLink - KBJR 6 Your Weather Authority: News, Weather & Sports

Attorney General Lori Swanson files lawsuit against CenturyLink

ST. PAUL, MN -

On Wednesday, Minnesota Attorney General Lori Swanson filed a lawsuit against CenturyLink for billing higher amounts than the company's sales agents quoted customers for internet and cable television service.

In a release from Swanson's office, it is stated the company often refused to honor the prices quoted to consumers who catch the discrepancies on their bills.

The complaint cites many examples of consumers who were quoted one price but were charged another.

One Minnesota man was quoted a base monthly rate of $39.97 for cable service, but was charged a base rate of $71.97 a month instead.

Another man was quoted a base rate of $14.95 for internet, but was charged a rate of $29.95 instead.

The complaint goes on to say that in an e-mail from 2015, a company employee described receiving so many complaints every day, and that "maybe 1 out of 5 are quoted correctly or close enough."

In a recording, a company employee says "there are not enough people to do the work" of responding to complaints and that she had a "whole pile of Minnesota (complaints) to go through... they usually come in groups of ten."

The complaint goes on to say that CenturyLink often refuses to honor the prices quoted to consumers who discover the discrepancies, and various excuses are given to consumers as to why the company will not honor the prices quoted to them.

Those excuses are listed as the following in the complaint: 

  • a company employee told a customer "you were misquoted," but that "I can't give it [the quoted price] to you, no one can";
  • a company employee told a customer that its offers are "not binding";
  • a company employee told a customer that the company's discounts need not be honored because they are "a gift from us to you";
  • a company employee told a customer that the previous agent she spoke with didn't "even know that offers we have to offer in the first place."

People may report complaints to the Minnesota Attorney General's Office by calling (651) 296-3353 or (800) 657-3787. 

You can also download a complaint form here and mail the form to the Attorney General's Office:

445 Minnesota Street, Suite 1400
Saint Paul, MN
55101-2131

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