An FCC settlement announced on October 11, 2016 addressed how Comcast customers learn about additions to their accounts and challenge charges. Alongside a $2.3 million civil penalty, the agency described new consent and confirmation procedures. Its release followed complaints alleging that subscribers had been billed for services or equipment they did not request, sometimes discovering the change only afterward. [comcast-release][comcast-order]

The consent decree makes the information requirement more specific. By July 1, 2017, Comcast must have processes for providing a purchase confirmation separately from a bill when a new product is ordered. It must identify the product, price and any trial or promotional period. Delivery may use several methods, including mail, email or appropriate electronic access, but confirmation must be sent or made available online expeditiously and no later than three days after purchase. [comcast-order]

The agreement also addresses explanations after a dispute. If Comcast determines that a charge was authorized, it must give a clear explanation. For disputes raised within 120 days of the charge first appearing, additional requirements include offering written confirmation of the reasoning and documentation and allowing time to request an escalated review. These are defined procedures, not a promise that every challenge will produce a refund. [comcast-order]

Comcast maintained that the vast majority of the charges at issue were authorized and disputed the Bureau's interpretation of the billing law. The settlement therefore should not be read as a finding against every transaction. Its practical significance is the specification of information and review steps, with implementation still ahead. The release and decree describe one regulatory action; neither establishes how accessible those steps would prove for individual customers. [comcast-order]

Source documents

  1. Comcast to Pay $2.3 Million After Subscribers Complain of Billing for Services & Equipment They Never Orderedhttps://docs.fcc.gov/public/attachments/DOC-341621A1.pdf
  2. In the Matter of Comcast Corporation: Order and Consent Decree, DA 16-1127https://docs.fcc.gov/public/attachments/DA-16-1127A1.pdf