- Nic Edwards mistakenly paid CenturyLink $1,000 instead of Citi, causing issues.
- CenturyLink initially sent a refund check to Edwards' old address, delaying resolution.
- Lumen reissued the check to the correct address, ending Edwards' seven-month ordeal.
MURRAY — Imagine sending an accidental payment to a company you don't owe a dime to, but then not being able to get your money refunded.
It happened to Nic Edwards when he tried to pay his $1,000 Citi credit card using his bank's online bill pay. He said he mistakenly tapped on his phone a different company that starts with C – CenturyLink.
This is a particularly problematic goof because he is no longer a CenturyLink customer. So when he calls, he said he's either told there's no account in his name and they can't find the money, or he's told they've found the accidental payment and have already sent it back to him.
But he hasn't received it.
"I've been battling, trying to get my money back since January 18th," Edwards said.
Frustrated, he asked me to investigate.
Bill pay mistakes
Now, regular KSL-TV viewers will know Edwards' experience is not unique.
Last year, I told you about Jonnie Valdez, who fat-fingered his TV bill. He meant to pay $148, but $10,048 was deducted from his account.
"Did I just donate, $10,000?" he asked.
Several weeks back, I reported on Robert Bowden, who missed a decimal point and accidentally paid $2,046 for a medical bill that should have been just $20.46.
"I just don't seem to be able to get that money back for some reason," Bowden told me.
Get Gephardt was able to help both Valdez and Bowden. Let's see if we can help Edwards.
"I just want my money back," he said.
Payment reversed
After speaking to CenturyLink's parent company, Lumen, it seems there was a misunderstanding.
Edwards was waiting for Lumen to send the money to his bank account, but Lumen says they cut him a check last January. It went to his address "on file." And that was the trouble. It was his old address. Edwards had moved out of that residence after he discontinued his CenturyLink service.
Now, Lumen says CenturyLink has "reissued a check to the correct address."
"It was an easy mistake," Edwards said. "I'm surprised it has taken so much work to get back."
And so, his seven-month battle has ended just like that. Edwards finally received a refund for his mistaken payment in the mail.
Lumen says they appreciate Edwards' patience. They also told us they take situations like his seriously and use them as opportunities to improve their processes to help prevent similar issues going forward.
