Anne Bucher  |  June 4, 2018

Category: Consumer News

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CenturyLink Inc. is facing a class action lawsuit accusing it of engaging in aggressive and deceptive sales tactics.

Plaintiffs Bob Glodowski and Hollie Richman filed the CenturyLink class action lawsuit last month in Utah federal court, claiming the company runs “an aggressive boiler room sales operation and a sham customer service process.”

According to the CenturyLink class action lawsuit, CenturyLink promises customers low prices during the sales process but actually charges them higher amounts and adds unauthorized charges during the billing process.

“These practices bilked customers out of tens of millions of dollars,” the CenturyLink class action lawsuit says.

Glodowski and Richman claim that CenturyLink has attempted to minimize customers’ concerns by characterizing them as “billing disputes.”

“But this action is not about mere billing disputes,” the plaintiffs argue. “It is about CenturyLink’s uniform business model; the generate-sales-at-all-costs programs it forced on its sales offices and employees, the reckless incentive programs it perpetuated, and the rampant customer abuses that necessarily resulted.”

According to the CenturyLink class action lawsuit, the company’s “customer service representatives” are actually well-trained sales employees who are motivated to “meet draconian sales quotas and revenue targets through any means necessary.”

CenturyLink customers say they are promised one rate during the sales process but are actually billed at a higher rate. They also claim that they are charged unauthorized fees.

Some of the allegedly unauthorized fees include billing for services that were not ordered, for duplicate or fake accounts, for services that had been ordered but were never delivered, for equipment that had been properly returned, and for early termination fees, the CenturyLink class action lawsuit says.

When customers complain, CenturyLink’s practice is to allegedly make a variety of excuses in order to keep as much of the overcharges as they could. The company reportedly denies the original quoted price had ever been quoted, claims that prices or services it had previously offered were impossible to deliver, refuses to honor promised prices, denies that equipment had been returned, blames the computer system, and informs customers that any attempt to cancel their service would result in early termination fees.

The plaintiffs claim that CenturyLink is aware of its sales representatives’ actions and actually condones their behavior. Sales representatives who complain about unlawful conduct are either ignored or punished, the plaintiffs say.

Glodowski and Richman filed the CenturyLink class action lawsuit on behalf of themselves and a proposed Class of consumers in the United States who had an account with CenturyLink for telephone or internet services within the relevant Class Period. They also seek to represent a Utah subclass.

The CenturyLink class action lawsuit asserts claims for violations of portions of the Federal Communications Act, breach of contract, the Louisiana Unfair Trade Practices and Consumer Protection Law, negligent misrepresentation, fraudulent inducement, and unjust enrichment.

Glodowski and Richman are represented by Richard M. Hagstrom of Hellmuth & Johnson PLLC.

The CenturyLink Sales Tactics Class Action Lawsuit is Bob Glodowski, et al. v. CenturyLink Inc., Case No. 2:18-cv-00384-BCW, in the U.S. District Court for the District of Utah.

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128 thoughts onCenturyLink Class Action Lawsuit Alleges Aggressive Sales Tactics

  1. crystal broadbent says:

    Anyone know any updates on this??? I would like to be included in this. They lied to me from the beginning on my price told me it would be under 150 instead I get a bill for almost $300!!!! There were charges for stuff I was never even told or asked about I was told I could cancel service within certain amount of time if not happy but by the time we got first bill that time had passed. I called and complained. I was then PROMISED that it was a mistake by rep I had originally spoke with when I first signed up for service, they promised me it was going to be 140 from now on, I mentioned the other charges (ones I never agreed to) but was told if they were to remove anything from my bill even $10 a mo. for HD channels I didn’t really need and $13 mo. virus protection for computers? that It would automatically extend our contract 2 more years! But because they promised me that my price would definitely be lower than what I would be paying with another company (and the fact that we couldn’t afford to pay hundreds to terminate service) I decided to stay with them. But of course you can guess what our next bill came out to be… AGAIN! it took us over a year of paying this ridiculous price before finally we were given a bill under 160. As soon as we can afford to we will be switching to another company!! We’re also promised a certain amount of internet speed and paying extra for it that we basically never recieve.

  2. mj says:

    They held me captive for 2 hours via phone and promised me prices that I never recieved. Bled me dry month after month. Add me

  3. Jonathan Elliott says:

    A rueful day of reckoning awaits these scumbags. No one escapes their Karma.

  4. Jeff Navratil says:

    Been charged a Related Monthly Charges 3.99 for a long time now.
    No one knows what this is?

  5. Denise Jones says:

    I open an Centurylink account because that was the only service in my complex at the time. For the pass year or more I’ve been moved from Dish to Prism cable. I’ve try to closed my cable service I was told I had to pay $450.00 then I was told by another representative $250.00. Then I found out that every time they give me a discount on my bill it’s putting me back into another contract. They supposedly gave me a bill for $135.00 a month. I get my statement it’s $153.+ and this month it’s $154+. I contact Better Business and filed a complaint, but Centurylink would not answer. I feel like Centurylink has me hog tied and the only way to get out of this contact is to get in debt with them for approximately $250-$450.00. Please if anyone can tell me what to do or how to get free. I have an okay credit standard I don’t want to mess it up but I may have to. Please help me

  6. Kenneth Arnold says:

    My wife and I were switching to CenturyLink. The sales person told us 30-40 mbps for $45. Then our service never got activated after we paid $75 deposit. She got the run around on why our service wasn’t active when they said. Then a tech came to our house and said they only offer 3 mbps! So she told them forget and called again got the run around to cancel and get our money back for a service we never actually got. They said we would have our money back in 3-5 days. It’s been 7 and no money and now we are getting the run around again by them.

  7. Natalie Bays says:

    add me

  8. Gegokj says:

    They are scamming all if their customers and our government us complicet.

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