February 21, 2019

Cable company won't provide price breakdown

Dear Consumer Ed:

I am having difficulty getting a price list for all services and fees from my cable company. When I ask for this information they just try to sell me packages that include phone service I don’t want and equipment I don’t need. The website will not let me downgrade, only upgrade. What can I do?

Consumer Ed says: 

First, contact the customer service department and ask for a supervisor, if necessary. If you are unable to get a satisfactory answer, you should contact the cable provider’s corporate headquarters. If that still doesn’t resolve the issue, your best bet may be to visit your cable service provider’s local customer service office to speak with a customer service representative in person. If you are a current customer, bring your itemized billing statement with you so you can review the services you are currently receiving and discuss any other services you may wish to receive or delete. A customer service representative should be able to provide you with information regarding the services your cable provider offers and pricing.

Local cable television franchising authorities regulate certain aspects of your cable TV service. If your city or county has a local cable TV franchising authority (LFA), you can contact them to learn if there is a process for submitting a complaint. The name of your LFA should be printed on your cable bill.

If you believe the cable company has engaged in fraudulent or deceptive advertising, or if you have a billing dispute with the company, you can submit a complaint to the Georgia Attorney General’s Consumer Protection Division by calling (404) 651-8600.

Related to: