(A) Bills to subscribers shall be clear, concise, and understandable. Bills to subscribers must be fully itemized, with itemizations including, but not limited to, basic service and premium service charges and equipment charges. Bills to subscribers will also clearly delineate all activity during the billing period, including optional charges, rebates, and credits.
(B) The licensee shall bill all subscribers to its cable system in a uniform manner, regardless of subscriber’s level of service. In no case shall any subscriber be billed for services in excess of 30 days prior to receipt of such service. Payment shall be due no sooner than the fifteenth day of each billing period, and due date shall be listed on each bill. Bills shall be mailed no later than the first day of the billing period.
(C) In case of a subscriber dispute, the licensee must respond to a written complaint from a subscriber within 30 days. The licensee shall follow a written internal appeal procedure for resolution of subscriber disputes.
(D) Refund checks will be issued promptly, but no later than either:
(1) The subscriber’s next billing cycle following resolution of the request or 30 days, whichever is earlier;
(2) For equipment deposits, upon the return of the equipment supplied by the licensee if service is terminated; or
(3) For payment deposits, after 12 months of satisfactory customer payments.
(E) Credits for service will be issued no later than the subscriber’s next billing cycle following the determination that a credit is warranted.
(F) Any subscriber shall be entitled, upon oral or written request to the licensee, to a refund equal to one day’s service for each subscriber’s loss of service caused by licensee:
(1) For each continuous 24-hour period; or
(2) For each period of two or more hours of any four days within a monthly billing period.
(Ord. 2003-07, passed 9-25-2003)