CenturyLink has been fined for leaving WA customers on hold for too long

CenturyLink, also known as Lumen Technologies or Lumen, was cited for nine violations for failing to connect customers with a live representative within 60 seconds of asking to speak, as required by state law.

The company is Washington’s largest local telephone company and a major Internet service provider.

Under state law, the automated telephone system for a business or repair center must “provide a caller with the opportunity to speak to a live representative within the first sixty seconds of the recorded message or must provide the caller with a live representative within the next sixty seconds.” -Refer to the first sixty seconds.”

The commission found an additional 169 violations because the commission failed to properly disclose business records as required by a 2017 law. According to a press release, the violations were recorded from March 2022 to November 2022 and from March 2023 to February 2024.

Each violation will result in a $750 fine, which must be paid by December 30th.

A spokesperson for Lumen Technologies did not immediately respond to a request for comment.

This isn’t CenturyLink’s first run-in with the commission, which is tasked with regulating utility rates and services.

In July 2023, the company was fined nearly $1 million for violating Gov. Jay Inslee’s proclamation banning phone companies from suspending service for nonpayment during the COVID-19 pandemic.