this post was submitted on 01 Jul 2023

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How do you fight random fees added to utility accounts? (lemmy.world)

submitted 1 year ago by [email protected] to c/[email protected]

11 comments fedilink hide all child comments

I've had my ISP account for nearly 3 years. Today, I got some funny new fees on my Internet bill. One was a "high speed network recovery fee" and the other was an "administrative fee" with my state in the name. I'm curious what more I could do to fight these stupid fees. Here's what I've done so far:

Used their live chat feature. I tried to argue the fees were illegal, but they insisted they were and immediately closed the chat. Whoops
Called them. They denied my request to remove the fees, even when I threatened to close my account (I'm moving soon, so I'm gonna have to close my account anyway LOL). They kept trying to distract me by questioning me about other ways to reduce my rate, like reducing my speed. Sounded like bullshit, so I hung up.
Did some research and found their corporate office in my city. I handwrote a letter about my dissatisfaction and my threat to close my account in August (which just so happens to be when I'm moving anyway). Sent it out in the mail this morning.

So, what did I do wrong? What can I do next? I know I'm going to have to close my account anyway, but I need to be prepared for when this happens with my new account. Spectrum will be the only provider in my area, so I will have a lot less bargaining power. That, and, it's Spectrum... Knowing how to deal with this sort of thing will be very useful for the future.

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[–] [email protected] 16 points 1 year ago

Hey - I work at Spectrum.

You need to call Retention.

You need to call them and talk. You need to talk a lot. Tell them how much these fees are draining you. Tell them you are burned out. Tell them you can't afford it but you have no other choice but to pay

Be nice, but be firm, and tell them you need them to lower the bill.

They will lower your bill. If that representative doesn't. Ask for a manager. Just continue to be polite and understanding but firm

Again, specially ask for the retention team. They are the ones who can do something about that bill / fee.

[–] [email protected] 11 points 1 year ago (2 children)

Ask them to explain the fees.

Make them give you details on each thing and don’t let them be vague.

Don’t harass the front line workers they have no power. Be nice.

Don’t complain about them being illegal unless you can quote chapter and verse

Do ask if they can be waived.

Do ask if there are promotions they can offer to help offset the fees.

[–] [email protected] 6 points 1 year ago

This don't start off at 10, no one will want to help you if you come in find blazing. Ask about the service fee and be nice. Those people are just trying to collect a paycheck they did not set the policy.

[–] [email protected] 1 points 1 year ago

Great advice, thank you!

[–] [email protected] 6 points 1 year ago* (last edited 1 year ago) (1 children)

You did what is right. Now if you want to do what is wrong, you can withhold the payment of what you think is wrong to make a signal. Disclaimer. This is a legal grey zone and not advisable generally, but with your account needing to be closed it's a fun way to waste time. It's something I do professionally but I would not do it in private.

If your bill is $100 and the fee is $10 then you pay $90.

They'll send you reminders. Eventually they'll threaten with debt collection. Check your laws. If you have complaints and objecting the invoiced amount (you do) it will be illegal for them to pursue the amount until the dispute is resolved. It won't be. With a small amount like this they'll likely just keep sending reminders until their accountant steps in and tells them to write off old debt.

Keep in mind that you only withheld $10. They'll claim to be owed hundreds of reminder fees and interest. None of that is legal to collect by debt collection. Again check your local laws. You can always pay the $10 and say that their costs of collection is their fucking problem.

In the end, to them, it's not worth the cost of debt collection. It's not worth their effort to pursue it. It will disappear eventually.

Anyway. I do not recommend this, but I still do it every day as part of my job. We take shit from no one. They oblige as long as I keep cool, and keep sending them "I already disputed this/what are you even talking about/could you please specify the amount/please provide documentation/I need a full overview" mails.

I've been on the opposite side too in utility customer service and we'd write off small amounts like this daily.

It's usually not worth the stress privately to keep and open disputed balance, but it's possible.

Eventually if enough people complain about the fee, they'll have it fuck off.

[–] [email protected] 1 points 1 year ago

This is very insightful, thank you!

[–] [email protected] 3 points 1 year ago

I would've started by asking them to explain these fees that you don't recognise, rather than immediately arguing. Take the innocent approach of "I don't recognise these charges on my bill, could you please explain them?"

[–] [email protected] 3 points 1 year ago

Is the fee actually illegal? If so, file a complaint with your state Attorney General

[–] [email protected] 1 points 1 year ago

Ask them to explain the fees.

Make them give you details on each thing and don’t let them be vague.

Don’t harass the front line workers they have no power. Be nice.

Don’t complain about them being illegal unless you can quote chapter and verse

Do ask if they can be waived.

Do ask if there are promotions they can offer to help offset the fees.

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