• Action 9 investigates billing complaints with large internet provider

    By: Todd Ulrich


    ORLANDO, Fla. - Action 9 has investigated serious internet billing complaints against a major communications company.


    Customers claim they were charged for services they didn't get or were billed at higher rates they never agreed to pay.


    "It's just I can't believe it,” Crissy Stiles said.

    She asked CenturyLink to double her internet speed but days after placing the order she was told it wouldn't happen.


    “And I got a call from the technician saying he wouldn't be here because that speed's not available in our area,” said Stiles.


    According to Stiles, nothing was installed but then she was billed a higher rate and a $100 installation charge.


    “(I was) absolutely shocked because the technician never came to the house,” she said.


    Stiles claims that billing increase continued and attempts to resolve it failed, so she called Action 9, as did Laurie Phillips.


    “So four representatives later, no one could explain to me the difference in the bill,” said Phillips.


    She said she signed for $39-a-month internet service. But then she got her first bill for $232.


    Despite her complaints, she claims CenturyLink kept billing her $200 or more for three months.


    Finally I sent a Letter to the FCC and they started an investigation,” said Phillips.


    In the past two years, 19 customers contacted Action 9, many claiming serious billing issues they could not resolve.


    Minnesota's attorney general recently sued CenturyLink, alleging its employees misquoted prices that triggered higher bills.


    A class action lawsuit in California claims overbilling and pricing issues caused damages to 6 million customers.


    CenturyLink told Action 9 that its goal is to provide quality customer service and products and it contacted Stiles and Phillips so their complaints could be resolved.    


    Late Monday afternoon, the Florida Attorney General's office confirmed it now has an active consumer protection investigation involving CenturyLink.


    The state reported receiving more than 300 complaints against the company since January 2015.

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