North Spokane resident Dianne Bongarts faced a puzzling series of phone and internet bills despite having no service for nearly three months following the devastating wildfires that swept through the area on August 1. The outages, caused by damage to CenturyLink’s infrastructure, left her without connectivity while the utility continued to charge her account.
Fire‑related outage and mounting frustration
When the flames erupted across North Spokane County, Bongarts recalled the immediate sense of danger as smoke rolled toward her neighborhood. “My neighbors were getting their stuff together…they told me to hurry,” she said. She and her family evacuated to her daughter’s home, and while many homes were destroyed, her house was spared.
However, the intense heat damaged CenturyLink’s lines, cutting off both phone and internet service. For almost three months, Bongarts was unable to use either service, yet the bills kept arriving. “It’s not about the money,” she explained, “it’s about the worry that this could end up in collections.”
Attempts to resolve the billing issue
Bongarts made numerous calls to CenturyLink, but for weeks she was met with unhelpful responses. “Finally…eventually I get to a live person, but then he can’t do anything…No one seems to understand the real situation,” she said.
Seeking a solution, she shared her story with the local segment of the Help Me Hayley program. The team quickly reached out to CenturyLink on her behalf.
CenturyLink clears the balance
Following the outreach, CenturyLink emailed Bongarts confirming that all outstanding charges had been removed, including the balance that accrued while service was unavailable. A company spokesperson stated, “The customer’s outstanding charges have been removed, and there is currently no past‑due amount or collection concern associated with those charges.” Additionally, Bongarts was told she would receive a refund for the August payment made while the service was down.
Consumer advice
The incident underscores the importance of vigilance when billed for services not rendered. Consumers who encounter similar situations are encouraged to contact the provider directly, document all communications, and seek assistance from consumer‑rights resources such as the Federal Trade Commission’s website.
For Spokane residents, the story serves as a reminder that local media can play a vital role in advocating for citizens and holding utilities accountable, especially in the wake of natural disasters that disrupt essential services.
Original reporting: KHQ Spokane (news) — read the source article.
