A Massachusetts law firm is accusing Comcast (Nasdaq: CMCSA) and Charter Communications (Nasdaq: CHTR) of "gouging" subscribers for not offering all customers who lost cable TV, phone and Internet service during a winter storm in late October credits or refunds on their cable bills.
When cable service is interrupted, most distributors will only offer credits on a subscribers bill to customers that call a customer service representative to complain about lost service. That practice is the focus of a separate class-action suits that were filed against Comcast and Charter Tuesday by Springfield, Mass.-based law firm Connor Morneau & Olin.
Comcast spokeswoman Jenni Moyer said that the company has not yet received a copy of the suit, but noted that the MSO complies with Massachusetts law related to issuing pro-rata credits to customers that experience service outages.
"Since each customer's situation may vary, Comcast assesses credit requests on a case-by-case basis to determine the appropriate credit for each customer," Moyer said. "Comcast has liberally issued customer credits due to service outages, generally for the entire time that customers were without Comcast services. In fact, we have received positive feedback from many of our customers on the way our care representatives handled crediting their services," she added.
Officials at Charter declined to comment on the suit, noting that the company had not yet received a copy of the complaint.
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