Attorney General Michelle Henry is leading a coalition of Attorneys General in sending a letter to the Federal Communications Commission (FCC) in support of rules that would require internet, cable, voice, and broadcast satellite providers to take some of the pain out of routine customer service calls and allow for better consumer choices.
The Office of Attorney General often receives complaints from consumers who have poor and limited interactions with customer service representatives and online chatbots from internet, cable, voice, and broadcast satellite providers. Attorney General Henry and the coalition are supporting efforts by the FCC to expand existing requirements– that are currently only applicable to cable providers– to all providers. The letter also urges adoptions of rules that will make it quicker and easier for consumers to reach live agents, require companies to provide automatic credits for service outages or missed service appointments, require enhanced training for customer service representatives, and to permit consumers to obtain their recorded conversations with customer service representatives, among other things.
“Internet, cable, and broadcast satellite use is part of daily life for so many Pennsylvanians, so customer service should be up to par when consumers have issues with services they are paying for,” Attorney General Henry said. “More people use internet, satellite, and streaming services than ever before, so it only makes sense that customer service requirements for cable TV companies be extended to all modern mediums.”
The Office of Attorney General is tasked with enforcing the state Consumer Protection Laws and under those laws, the office regularly mediates and investigates complaints against the providers of internet, voice, and cable services. The FCC is considering expansion of rules currently in place for cable providers.
Attorney General Henry was joined by the Attorneys General from California, New Jersey, Massachusetts, Oregon, Illinois, Minnesota, Arizona, Connecticut, Vermont, Michigan, Colorado, Mississippi, Maryland and the District of Columbia.
Original source can be found here.