Charter Resolves Billing Dispute for Lyman Customer

As a single mom with three kids at home Cherrie McCoy has very little extra time on her hands. But lately she says she's been spending lots of time fighting with Charter Communications over a bill they claim she didn't pay. She says she did.

"This is from my bank where it states where the money had been taken out of my checking account," said McCoy as she showed us the documentation she claimed the bank gave to her. McCoy said she sent italong three times by fax but the problem was never solved.

"I had one associate tell me I did not send the information which I was sitting there looking at it knowing I sent the information," said McCoy.

7 On Your Side figured McCoy's complaint would be a quick fix if we got it into the right hands. Charter spokesperson Anita Lamont sent it up the chain of command.

"Finally when it got to the right person in no time it was taken care of," said McCoy.

Charter was not available for an interview on camera so they sent us this statement instead:

"It is apparent that Ms. McCoy's payment by phone was not posted to her account on December 24. Although we're retracing the process that allowed the omission, we understand that her inquiry did not reach the right person on our Care team. When it did, we resolved the issue promptly and she accepted our sincerest apologies"

"About two days later another lady, Joyce, had called from Charter Communications so we could track the transaction from my bank and it was like within minutes we found it," said McCoy.

And even though we still may not know exactly how the problem happened at least Cherrie can rest easier knowing it is finally solved.

So how can you protect yourself during a billing dispute? Luckily you have the law on your side if you pay with your credit card. It's called the Fair Credit Billing Act. To take advantage you have to do the following:
-Write a complaint letter to the creditor at the address given for "billing inquiries"
-Send it within 60 days of getting the first bill with an error
-Send it certified mail return receipt.

Here's a sample complaint letter from the Federal Trade Commission:

Date
Your Name
Your Address
Your City, State, Zip Code
Your Account Number

Name of Creditor
Billing Inquiries
Address
City, State, Zip Code

Dear Sir or Madam:

I am writing to dispute a billing error in the amount of $______on my account. The amount is inaccurate because (describe the problem). I am requesting that the error be corrected, that any finance and other charges related to the disputed amount be credited as well, and that I receive an accurate statement.

Enclosed are copies of (use this sentence to describe any enclosed information, such as sales slips, payment records) supporting my position. Please investigate this matter and correct the billing error as soon as possible.

Sincerely,
Your name
Enclosures: (List what you are enclosing.)