Poor customer service is costing CenturyLink $250,000. The telco agreed to pay the “voluntaryncontribution” in response to an FCC Enforcement Bureau investigation into possible violations of the conditionsnof its 2011 purchase of Qwest (CD March 11/11 p1). As part of the takeover, CenturyLink agreednto make discounted broadband service available at $9.95 a month, and to offer a discount on computernequipment. But the FCC received two customer complaints that called into question whether CenturyLinknwas abiding by terms of the agency's order approving the deal. One consumer complained of being toldnby a CenturyLink customer service representative that anyone wanting discounted broadband service mustnalso purchase CenturyLink’s Lifeline wireline service. Another consumer complained that a representativensaid the telco didn't offer discounted computer equipment. The bureau investigated, assigning staff tonplace calls to CenturyLink’s national toll-free customer service number in August to “evaluate the accuracynof information being disseminated,” the order said. The bureau also asked CenturyLink if it wasncomplying with the deal's order. CenturyLink responded that it “attempted in good faith to properly trainnits customer service representatives” about its obligations, but “there had been some confusion,” the ordernsaid. The bureau agreed to a settlement in which, in addition to the quarter-million dollar payment, CenturyLinknwill retrain its staff. The telco is “proud” of its low-cost Internet program, and its role inn“improving broadband adoption and use by low-income consumers,” a spokeswoman said. The consentndecree will lead to “improvements in our call centers that will make the application process more productivenfor customers who call in asking about the program,” she said.
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