Effective ways to dispute utility bills cable/dish bills R2
Do not get intimidated by the Utility companies
Start with the source - your local service provider.Find an advocate. CUB, BBB, Etc.Try City, State, National and Federal organizations.
Remember deregulated service providers are also required to follow local regulations.
Resolving billing issues
If you stay calm and collected you can effectively dispute utility bills, solve the problems and maybe recruit some free help along the way.
It is very common to find errors and various unknown or unauthorized charges on your telecom bill (Telephone, Cellular, Data-Internet Etc.). Review your bills monthly. (Telecom companies bill a month in advance).
Review your phone bill every month to be sure you are billed only for what you requested and at the rates you were quoted. Call your phone company if you have any questions.
Water and sewer bills should also be reviewed in detail, you may be able to reduce you sewer charge (especially if you are watering lawn, pool and pond) or if you have no meter, reduce the monthly charge based on size and consumption.
Many third party deregulated Gas and Electric suppliers who contend that they save you money, actually cost you more. Review the charges versus your local regulated utility company. Insist that they guarantee a lower price and savings over the local regulated gas or electric company. Verify the accuracy of the billing including quantity delivered (therms, KWH).
That king-sized electric bill or gas bill may be appropriate for a family of five, but no way is it right for just you and your spouse. (avoid estimated billing)
Or, maybe your cable/dish company is dunning you for a pay-per-view movie you never ordered.
Errors and overcharges occur from time to time on utility bills and cable/dish bills, and they're usually not in your favor. Sometimes, a quick call to the company can resolve the mishap simply. Other times, disputing a utility bill is not so easy.
Don't let a ridiculous charge send you into a fuming rage, venting your frustrations to the customer representative or screaming for a lawyer. Keep your cool and voice your complaint in detail.
Start with the source. (Your local service provider)Prepare before you contact the company. Have your current bill, past bills and any canceled checks in front of you. Make sure you have your account numbers and passwords if there are any. Have a notepad and pen handy because you'll want to make notes throughout the conversation and also get information about the customer service representative.
Figure out by how much you want to get the bill reduced, but be realistic about what you would accept for a settlement. Then, contact the company when it's least busy. Friday mornings are good times to call. Avoid Mondays and the days after holidays, since those times are the busiest.
Create the mood. Firm and aggressive presentations work as long as they are not combative. Tell the customer representative you have a problem with the bill that both of you need to review.
When you talk with the customer representative do the following:
Write down the date and time you talked with the person.
Ask for the person's name, identification number and extension before you begin to discuss the bill.
Ask if there's a case number, and jot it down.
Go through the bill line by line to determine the cause of the problem.
Ask what the expected turnaround will be for the resolution.
Write down any price quotes and/or charge adjustments. Ask the customer representative to do the same in the company's computer database.
Call at a different time if you have problems with the representative. Speak to the manager if disagreements persist.
Follow up the call with a letter to the company. The information collected during the phone call should be included in the note. Make sure you sign it.
If all else fail, ask for a supervisor or executive appeals division.
If you are not satisfied. File a complaint with the Utility Commission in your State.
In order to win disputes with utility companies you must keep thorough documentation to prove your points.
Find an advocate. Recruit support if your calls to the utility company are not sufficient.
You can locate your state's public utilities commission, which oversees utility companies, or get help through the National Association of State Utility Advocates, or NASUCA. This organization represents the interest of utility consumers before state and federal regulators in court. Also your state Citizens Utility Board.
"At the commission you can have an informal investigation and if you are not satisfied you can file a formal complaint," says Jay Draiman, a Utility bill auditor.
He explains that the commission informally investigates the dispute by contacting the company on your behalf. If the commission's answer is one that you don't like, you can file a formal complaint against the utility company. If the formal complaint doesn't make you happy, you can appeal the decision. At this point, he warns, courts of law, most likely a municipal court, are involved and a lawyer might be needed.
Some public service commissions address cable disputes. If not, Consumers for Cable Choice, a consumer advocacy group, says other alternatives exist.
"Most consumers don't know this, but they can call their local franchising cable board. That's the agency that has the ability and authority to adjudicate public complaints," says the auditor.
Not all municipalities or towns have a cable board. So, try calling the clerk of the county or clerk of the city in your area to find out who is responsible for cable complaints.
A visit to the attorney general's office may or may not help. The procedure for handling complaints varies with each office. Some offices, depending on the type of utility, might refer you to other state regulators, and others may attempt to mediate the dispute between you and the company themselves.
Try national and federal organizations. Consumers can file a complaint with the Citizens Utility Board (which has attorneys on staff), Better Business Bureau, or BBB, a private nonprofit organization that monitors and reports marketplace activities to the public. The bureau sends the consumer's complaints to the company.
"If we have not heard from the company in 30 days, we close the case and suggest small claims court," says spokeswoman for BBB.
According to the BBB, it cannot force a reply from the company and it cannot administer sanctions. It can make a note of the company's unwillingness to respond in the company's reliability report that's provided to the public.
The U.S. government can tackle some of your problems.
Telecommunications issues can be handled by contacting the Federal Communications Commission, or FCC.
Consumers can file an informal complaint with the FCC and, if determined appropriate, the commission will send the complaint to the company or companies named. The FCC allows telephone companies only 45 days from receiving the complaint to respond to you and to provide a copy to the commission. The FCC reviews the response but doesn't issue a ruling or decision.
If the company's response doesn't satisfy you, you can make a formal complaint. This will involve hiring a lawyer and paying a complaint fee. File this type of dispute within six months of receiving the response to the informal complaint.
Consumers can also contact the Federal Trade Commission, or FTC, but the FTC's help depends on the circumstances. According to spokesman, the FTC only gets involved if a charge the consumer did not authorize is placed on the bill.
Contact you phone company about a dispute
If you have a problem with your phone service or bill, contact your phone company as soon as possible to try to get the problem resolved.
• Call the phone company’s toll-free customer service number or reach its customer service center through the internet, if available.
• If you cannot get the problem settled to your satisfaction, with the customer service representative, ask to speak to a manager. A higher level employee may have more authority to settle your problem.
• Before you contact the company, be prepared. Gather up your bill, receipts or anything else you may want to refer to and don’t forget to write down when you contacted the company, who you talked to, and what that person agreed to do.
• Remember that sometimes it takes several minutes to reach a live person at the phone company, so make your call when you are not in a rush.
If you contacted your phone company and it did not help you with your problem, you may file a complaint with the CPUC Consumer Affairs Branch.
The CPUC can help you with complaints about telephone service or the bill, including any charges that you did not authorize or if your phone service was switched to another phone company without your approval. You may contact the CPUC by phone, through the Internet or by mail:
• By phone: 800-649-7570
• Online:
http://www.cpuc.ca.gov/static/ forms/complaints/index.htm
• By Mail:
CPUC Consumer Affairs Branch
505 Van Ness Ave.
San Francisco, CA 94102
If your phone company and the CPUC were unable to help you, you may contact the FCC if you are questioning calls made from or to another state or from or to another nation. You may reach the FCC:
• By e-mail: fccinfo@fcc.gov
• Online:
complaint form: www.fcc.gov/ cgb/complaints.html.
• By mail:
Federal Communications Commission
Consumer & Governmental Affairs Bureau
445 12th Street, SW
Washington, D.C. 20554
• By fax:
1-866-418-0232
• By phone:
voice 1-888-CALL-FCC
(1-888-225-5322)
TTY 1-888-TELL-FCC
(1-888-835-5322)
Understanding Your Utility Bill
With the introduction of competitive providers in the telecommunications, gas and electric industry, consumers may find it increasingly difficult to make sense of the various rates, fees and charges that appear on their bills. How can you make sure your utility bill is accurate?
Carefully review your bill each month.
Question and investigate any charges that you don’t understand.
Read all flyers and additional materials included with your bill.
Many of our utilities provide information on understanding your utility bill right on their websites. Links to those sites are shown below. In addition, the Federal Communications Commission’s website provides valuable information to consumers on reading and understanding a telephone bill.
Compiled by:
Yehuda Draiman, Energy ConsultantNorthridge, CA 91324Email: renewableenergy2@msn.com
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