Cell phone providers would have to keep closer tabs on billing errors, under legislation at the Capitol.
Michelle Reinen, with the state Department of Ag, Trade, and Consumer Protection, says many providers aren’t telling all customers impacted when a system error, such as a faulty tower, results in an overcharge on their bill. She says the practice amounts to a business keeping money they aren’t entitled to.
Typically, Reinen says only customers who spot the mistake get their money back. Even then, she says it can be a struggle with some having to make multiple calls to get a refund.
DATCP is supporting legislation being considered in the Senate, which would require providers to notify customers when they’ve been overcharged and to quickly refund the money. Reinen says companies would have to refund money to all customers impacted by an overcharge, not just those who complain about the mistake.
Violators could face fines of up to $500, and be open to civil actions from consumers.
