20260604Decision Memo.pdf

DECISION MEMORANDUM
TO: COMMISSIONER LODGE
COMMISSIONER HAMMOND
COMMISSIONER HARDIE
COMMISSION SECRETARY
COMMISSION STAFF
LEGAL
FROM: ERIKA K. MELANSON
DEPUTY ATTORNEY GENERAL
DATE: JUNE 4, 2026
SUBJECT: IN THE MATTER OF STABILITY NETWORKS, INC.'S FORMAL
COMPLAINT AGAINST CENTURYLINK COMMUNICATIONS, DB/A
LUMEN TECHNOLOGIES GROUP.; CASE NO. QCC-T-26-01.
On May 11, 2026, Stability Networks, Inc. ("Stability") filed a formal complaint
("Complaint") with the Idaho Public Utilities Commission ("Commission") against CenturyLink
Communications, d/b/a Lumen Technologies Group ("Lumen")pursuant to Idaho Code § 61-612
and IDAPA 31.01.01.054. Stability alleges that Lumen continued to bill and collect charges for
telecommunications services at Stability's former Boise business location after Stability had
vacated the premises, requested that the services be disconnected, and discontinued use of those
services. Complaint at 1.
Stability further claims that Lumen failed to properly process and complete requested
disconnections, continued withdrawing funds through ACH auto-drafts for services that were not
being delivered, maintained inaccurate and inconsistent billing and account records, and failed to
provide adequate documentation or a coherent accounting of the disputed charges. Id. at 7-8.
Stability also alleges that Lumen's billing, account-management, disconnection, and dispute-
resolution practices were unjust, unreasonable, inaccurate, and contrary to Idaho law.Id. at 8-9.
Stability requests that the Commission: 1) accept and docket the Complaint and open an
investigation into Lumen's billing, disconnection, account-management, and dispute-resolution
practices; 2) determine that the disputed post-2021 charges and related practices were unjust,
unreasonable,inaccurate,or otherwise unlawful; 3)order Lumen to provide a complete accounting
of all services, circuits, billing accounts, invoices, disconnect requests, disconnect dates, credits,
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payments, ACH activity, tickets, and internal records related to the disputed services; 4) require
Lumen to issue all appropriate billing credits, refunds, reversals, and account corrections for
improperly billed or collected charges; 5) order Lumen to confirm that no inactive, disconnected,
transitioned, or non-delivered services associated with Stability's former Boise location remain
subject to billing or rebilling; 6) require Lumen to correct inaccurate records and cease collection
activities on any charges determined to be improper; and 7) grant such further relief as the
Commission deems just and proper within its regulatory authority. Id. at 10-11.
RECOMMENDATION
Commission Staff recommends that the Commission issue a Summons directing the
Company to answer or otherwise respond to the Complaint within 21 days.
COMMISSION DECISION
Does the Commission wish to issue a Summons directing the Company to answer or
otherwise respond to the Complaint within 21 days?
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Eri a K. Melanson
Deputy Attorney General
I:\Legal\TELECOM\QCCT2601_Stability complaint\memos\QCCT2601_decl_em.docx
DECISION MEMORANDUM 2