BILLING DISPUTES
We act upon any billing dispute upon receipt of a written query, which must be submitted no later than 60 days after the statement date on which the disputed charge was billed. If the issue can be resolved immediately, the customer is called or sent a letter that same day. If the dispute requires extensive research, the customer is sent a letter to that effect, and then is notified upon resolution, usually within two weeks.
We issue refund checks on disconnected accounts automatically on a weekly basis or upon request from a customer. In many cases, customer relations representatives may authorize credits or refunds.
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